这是 Eugene Wang 在「课代表请立正」的 YouTube Channel 所分享的关于工作中的沟通建议，在这里记录与分享。
By Eugene Wang
Scope and Objective
- Focus on daily communication at work
- Clarify the importance of effective communication at work
- Identify common barriers to effective communication.
- Define keys to effective communication.
- Provide some best practice and tips on how to improve communication skills.
What are some of top communication needs at work?
- Coordinate project execution with other team members on the same project.
- Request resource allocation from other stakeholders based on identified dependencies.
- Formally communicate project status.
- Ask for help!
- Escalation through the reporting chain to resolve a conflict.
- Continuous improvement of your domain knowledge and development of your career.
Why is effective communication important?
- Defined: "Effective communication is more than just exchanging information. It’s about understanding the emotion and intentions behind the information"
- Make informed decisions.
- Improves productivity.
- Build relationships.
- Manage stakeholder engagement.
- Provides visibility for you and your project.
- Resolves conflicts or settle disagreements.
- Communication style and effectiveness is usually an indicator of org culture.
What’s stopping you from communicating effectively?
- Eager to get your point across without hearing what others have to say.
- Lack of confidence in your written and verbal communication skills.
- Lack of focus on the subject matter.
- Lack of ability to recognize an adopt specific aspects of communication style/standard at your work.
- Afrid of confrontation.
- Lack objectivity when receiving feedback (e.g. you take negative feedback personally)
What are the key to effective communication?
- Know your audience.
- Become an engaged listener.
- Present information that is concise and precise.
- Be candid and open.
- Assert confidence and be receptive to feedback
- Control your emotions.
Do you know your audience?
Groups or individuals which you need to frequently communicate with include:
- Stakeholders directly involved on your project, e.g. product managers, designers, software developers, Legal, etc
- Peers in the same org as you, e.g. team members of other projects
- Superiors (immediate manager or 1-level up), e.g. your immediate manager, or managers from the same org.
- Executives, e.g. SVP or VP who is your project sponsor.
- Your formal and informal mentors
Manage your stakeholders
Tips to effective stakeholder engagement
- You are transparent about all relevant information (e.g. related to your project).
- You communicate with stakeholders in ways (e.g. emails, documents, etc) that work best for them.
- Do NOT judge what your stakeholders value, instead try to understand why.
- Provide feedback to stakeholders how their concerns or asks are addressed and resolved.
- Keep a record of all stakeholder communication that occur over time.
Tips to become an engaged listener?
- Stay focused while engaged, e.g. stay off your phones and laptops.
- Avoid interrupting the speaker or redirect the conversation.
- Make eye contact.
- Mind your body language.
- Show interests, e.g. ask questions.
- Don’t judge.
- Provide feedback.
Tips to present concisely and precisely
- Think if you had just 3 minutes, what would you say?
- 5 Ws – why, what, who, when, and where?
- Answer a question directly, e.g. starts with "yes" or "no" before elaborating
- Focus on things that are impactful,. e.g. why is this information important?
- Always include data, e.g. what’s the expected business or customer impact?
- Practice – if you bump into your VP in the pantry, and he says, "how’s it going with…?", what would you say in 3 sentences?
Tips to effective written communication
|Context||Why is this information relevant to me?||"as part of the broader effort to drive new user activation…"|
|Goals & Objectives||What are we trying to achieve?||Unlock a new customer cohort or expand share of wallet of an existing cohort.|
|Use case||What problem are we trying to solve?||Allow business users to purchase multiple copies of a digital eBook.|
|Qualification and Quantification||Why is this problem important?||+xx% in total units of eBooks purchased (annualized).|
|Proposed Solution||What are we going to do to address this problem?||Launch a new eBook purchase experience that allows bulk purchase of eBooks.|
|Success Measurements||How do we know that our solution worked or not?||Net increase to total eBook sales without net negative impact to eBook purchase conversion.|
|Priorities and Timelines||When are we going to do what?||MVP includes…|
Tips to be candid and open
- Stick to facts, e.g. let metrics speak for themselves
- Assume best intentions, e.g. everyone wants the best experience for customers
- Get to the point, e.g. articulate a specific concern.
- Be objective, e.g. just because someone disagrees with you does NOT make them wrong!
- Be empathetic and don’t kill the messenger, e.g. it takes a lot of courage for someone to bear unpleasant news.
- Collect feedback, e.g. ask for other opinions
Tips to assert confidence
- Not afraid to disagree, e.g. learn to say no.
- Know your stuff, e.g. build up your subject matter expertise
- Speak with clarity, e.g. focus on the main point.
- Defend your point of view without being defensive, e.g. back up with data and anecdotal evidence.
- Own up to mistakes, e.g. no afraid to say you were wrong or you don’t know.
- Seek feedback, e.g. welcome challenges
- Show respect, e.g. treat less senior team members with equal respect.
Tips to control your emotions
- Have clear goals in mind, e.g. what are you trying to get out of a conversation or meeting?
- Pause to collect your thoughts, e.g. don’t feel that you need to rush into responding.
- Willing to compromise, e.g. finding a middle ground might be the path forward.
- Look for humor in a dire situation, e.g. don’t take yourself or a topic too seriously.
- Agree to disagree, e.g. table a conversation that’s not going anywhere to determine next course of action.
Other tips to improve communication generally
- Learn to speak in public, e.g. there are ample resources available to help such as Toastmasters.
- Take professional or business writing classes to improve written communication.
- Prepare before an important meeting, e.g. write down key points on a piece of paper.
- Practice with your peers and friends, e.g. dry-runs before a formal presentation always helps.
- Write better emails, e.g. your manager and co-workers will recognize and appreciate it.
- Find mentors, e.g. use your formal and informal mentors for coaching and guidance.