Masonry Magazine April 1997 Page. 32
Communication: The Forgotten Management Skill
What is the one skill that we rely on most in order to get people to want to do what we want them to do? The answer is easy: communication.
Let's look at some pertinent statistics
The primary reason for employee termination is not from a lack of technical skills but rather from a lack of communication skills.
Less than 25% of what we communicate is heard and remembered by the listener.
This last statistic is troublesome, especially when we understand just how dependent we are on our ability to communicate in order to get people to accomplish our company goals.
This is especially frustrating when we recognize how challenging it is to be in business today. We are in an environment of continual change and challenges, including:
Increased governmental regulations.
Tremendous price pressure.
Growing competition.
Information overload.
Demanding customers.
Dwindling labor force.
And, with all of this, the biggest challenge for us as leaders, is to understand that we must learn new skills in order to be competitive in this changing world. And the single most important skill that we need to work on is our ability to communicate effectively.
As we begin to study this skill of effective communication, we quickly see that the most important aspect of proper communication is our ability to listen. From terminated employees to terminated marriages, the reasons are the same: people just don't listen.
Think of the problems we have in our business today, and it's easy to begin to see that the primary cause is poor communication through our failure to listen. Listening truly is the forgotten management skill.
Why is it so hard to be a good listener? Let's look at some of the barriers to effective listening:
We like to talk more than listen
We're all guilty of this. We all have our own agenda and it's more important for us to be able to say what's on our mind than it is to listen to the other person.
Time
We're all so busy that we simply don't take the time to properly listen.
Closed minds
We all develop our own opinions and pre-conceived ideas and, God forbid, if anyone challenges those ideas or opinions.
Stress
Because we're all so busy and have so much going on, it's hard to focus on listening to the concerns of others.
External distraction
Again, there is simply too much going on for us to be good listeners.
So, what can do to improve our communication skills and learn how to be better listeners? Here are some tips to better listening:
1. Ask yourself why you are listening
Make sure you know why the conversation is important to you and your company. The reason might be as simple as the fact that the person to whom you are listening needs to feel like he or she is important to you.
2. Clear your mind and take the time to listen
If you're too busy, tell the person that what they have to say is important to you, and you need to reschedule some time together when you have the time that they deserve.
3. Be an "active" listener
Do this by repeating what was said to you so that the listener knows that you're paying attention.
4. Approach the conversation with optimism
Be positive that something important will come out of your conversation.
5. Read the speaker's body language and watch your own
Negative body language can have devastating impacts on your conversation. Negative body language includes:
Folded arms
Fidgeting
Lack of eye contact
Shifting from side-to-side
Drumming your fingers
Instead use positive body language which includes:
Good eye contact
Relaxed position
Sitting still
Leaning into the conversation
Nodding your understanding
Smiling at the person you're talking to
Listening is the most important tool we have as leaders it is how we get things done in business. Don't let it be a forgotten skill for you. It's simply too important to the success of your company.
Editor's Note: Al Roach is a General Partner in Callahan/Roach & Associates, a national consulting and training firm in the construction industry. Callahan Roach offers consulting and training in all aspects of business management areas. To receive more information about Callahan/Roach call 1-800-462-8217, or fax 770-393-8185