The Top Six Steps to Effective Communication
Effective communication is important for Project Managers and all professionals, alike. It forms the basis of any successful endeavor. You must be able to clearly convey a message while synthesizing responses from your audience.
To be a successful Project Manager there is an array of skills one must master, but one of the most important is effective communication. Mastery of this enables projects to be completed in the most effective and efficient way possible. While its importance is not exclusive to Project Management, everyone can enhance their professional ethos by practicing it.
Effective communication is defined by the Project Management Body of Knowledge (PMBOK) as “…information that is provided in the right format, at the right time, to the right audience, and with the right impact.” This means it must encompass more than a well worded email or presentation. In addition to a well curated message, effective communication requires active listening, perception of non-verbal ques, and awareness of the audience.
The practice of active listening can be broken down into six steps. Through these steps, one can aim to become an active listener.
Listen: truly pay attention to the information presented without distraction.
Withhold judgement: digest the information before formulating one’s own response. Avoid placing value (good or bad) or attaching any other judgments to the information that is given.
Reflect: at this step the information has been conveyed and it is the listener’s opportunity to synthesize it.
Clarify: if anything was ambiguous or confusing ask clarifying questions, seek to understand. It’s easy to have formed a mental model but questioning if it’s correct is a good step to avoid launching off in an inaccurate way.
Summarize: to convey one’s understanding of the information before responding. A best practice is to summarize what has been communicated in the listener’s own words.
Share: this last step is meant to convey a response to the information that has been given and digested.
Along with employing active listening it’s important to perceive non-verbal cues. Albert Mehrabian, a researcher of body language, argues communication is broken down as follows: 55% nonverbal, 38% vocal, and 7% words only. As Project Managers spend almost 90% of their time communicating, according to the PMBOK, non-verbal cues cannot be ignored.
Non-verbal cues can take the form of body language; is your audience cold so they have their arms crossed, or do they disagree with the message? It also can take the form of tone; is the person’s quickened response and heightened voice inflection due to excitement or are they late for something else? Synthesizing all inputs, such as messages being delivered, body language, and tone, will lead to more effective communication.
Joining active listening and understanding of non-verbal cues together with the awareness of your audience is the final piece of effective communication beyond the message itself.
A Project Manager often communicates with varied audiences: In technical meetings, for example, industry jargon might come into play, while in stakeholders’ meetings, the Project Manager must speak the language of the executives. Coupling data explanations with real world scenarios, or business strategy in terms that are familiar to the audience at hand, is therefore important for successful communication. Neglecting to adapt language and messaging to the audience can result in alienation and distrust. Oppositely, effective communication leads to clarity, inclusion, and trust.
Effective communication is important for Project Managers and all professionals, alike. It forms the basis of any successful endeavor. You must be able to clearly convey a message while synthesizing responses from your audience. Mastery of this skill will lead to a strong foundation for effective and efficient work and to greater success in your career.
