Eleanor Finch
Effective communication is a skill that can be developed with practice and good judgement. Diplomacy and tact are essential tools for successful communication, especially during negotiation and persuasion. They are centred around understanding others' opinions, beliefs, ideas and feelings and responding in a way that avoids causing offence or creating difficult situations. This skill can be applied to all areas of life, from the workplace to personal relationships, and can help build mutual respect and improve outcomes. Emotional intelligence and empathy are key to communicating with diplomacy and tact, as they allow you to sense what another person is feeling and adapt your response accordingly. Developing active listening skills and assertiveness techniques can also help strengthen your ability to communicate with power, diplomacy and tact.
| Characteristics | Values |
|---|---|
| Professionalism | Consistently act professionally, even in difficult circumstances |
| Emotional intelligence | Understand your own emotions and the emotions of others |
| Empathy | See the world from another person's perspective |
| Assertiveness | Persuade or influence others to think or behave in a certain way |
| Rapport | Build relationships and mutual respect |
| Active listening | Strengthen your communication effectiveness |
| Planning | Know what you want to achieve and how to get there |
| Self-control | Manage your emotions to avoid conflict |
| Confidence | Advance your credibility and mobility |
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What You'll Learn
Emotional intelligence and empathy
Empathy, on the other hand, is the ability to understand and share the feelings of another person. It involves not only recognizing the emotions someone else is experiencing but also experiencing a similar emotional response oneself. Empathy is a key component of social skills, which are an important aspect of emotional intelligence. Social skills involve the ability to communicate effectively, build and maintain relationships, and resolve conflicts.
By developing emotional intelligence and practicing empathy, we can improve our ability to understand and connect with others on a deeper level. This can lead to improved relationships and are a way to build and develop mutual respect, which in turn can lead to more successful outcomes and less difficult or stressful communications.
Developing these skills can be particularly beneficial in the workplace. For example, a study of nursing students found a positive correlation between emotional intelligence and clinical communication skills. Similarly, a six-week psycho-education course aimed at developing communicative and empathic skills among nurses in the United States showed that communication skills and empathy scale scores significantly increased after the training.
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Assertiveness
Assertive communication is a respectful and direct way of expressing your feelings and needs. It is important to be clear, consistent, and courteous when using this style of communication. Being clear means stating your thoughts and feelings directly without dressing up your language. Consistency in what you say over time builds trust and ensures that you are not changing your message daily without explanation. Being courteous means respecting your listener and communicating in a manner that does not pass judgment on them or presume ill-intent.
To embody assertive body language, stand tall in a straight but relaxed way, maintain eye contact, and keep your body open with uncrossed arms. This shows interest and respect for both the other person and yourself. It is also important to recognize that assertiveness is a skill that requires practice and good judgment. Developing effective assertiveness skills can lead to improved relationships and more successful outcomes in both your personal and professional life.
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Rapport
Developing rapport with someone requires an understanding of their opinions, beliefs, ideas, and feelings. This understanding allows you to respond in a way that avoids negative feelings or awkwardness while still asserting your own ideas. For example, when planning a potentially difficult conversation, it is important to first consider what you want to achieve and the reasons behind it. Taking a step back from your personal opinions and focusing on the facts can help you gain a different perspective and build rapport with the other party.
Additionally, active listening is a crucial aspect of building rapport. It involves not only hearing what the other person is saying but also paying attention to their non-verbal cues and demonstrating your interest in what they are saying. This helps to create a connection and build trust.
Overall, building rapport is a delicate process that requires emotional intelligence, active listening skills, and empathy. It is a crucial aspect of effective communication and can help improve relationships, gain respect, and achieve successful outcomes.
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Active listening
Understanding the Speaker's Perspective: Active listening goes beyond simply hearing the words being said. It involves paying attention to the speaker's tone of voice, body language, and emotions. By doing so, you can gain a deeper understanding of the speaker's perspective, feelings, and intentions. This demonstrates your respect for their thoughts and helps build mutual trust.
Empathy and Emotional Intelligence: Developing your emotional intelligence is crucial to becoming an effective active listener. Emotional intelligence is the ability to recognize and understand your own emotions as well as the emotions of others. By enhancing your emotional intelligence, you will be better equipped to empathize with the speaker, seeing things from their point of view. This empathy fosters a stronger connection and helps you respond in a way that shows you care about their feelings.
Be Attentive and Engaged: Give your full attention to the speaker. Avoid distractions and maintain eye contact to show that you are present and engaged. Nodding appropriately and using small affirmations like "I see" or "go on" can encourage the speaker to continue and feel heard. Being attentive also helps you pick up on non-verbal cues, which can provide valuable insights into the speaker's true feelings.
Ask Clarifying Questions: Active listening involves seeking clarification to ensure you fully understand the speaker's message. Ask open-ended questions to encourage the speaker to elaborate on their thoughts and feelings. By doing so, you demonstrate your interest in truly comprehending their perspective. Additionally, paraphrasing what the speaker has said and asking if you understood correctly shows your engagement and helps prevent misunderstandings.
Suspend Judgment: As an active listener, it is important to suspend judgment and refrain from interrupting. Allow the speaker to finish their thoughts without jumping to conclusions or imposing your opinions prematurely. This creates a safe space for the speaker to express themselves freely and fosters an environment of trust and understanding.
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Addressing difficult situations
When addressing difficult situations, it is crucial to focus on the outcome you want to achieve and consider the facts surrounding the situation. This includes understanding the other person's perspective and emotions, as well as your own. Emotional intelligence and empathy play a significant role in navigating challenging conversations. Try to understand the other person's feelings and see the situation from their point of view. Active listening is key to this, as it involves paying attention not only to what is being said but also to how it is being said.
Additionally, be mindful of your tone and word choice to ensure that your message is conveyed thoughtfully and respectfully. Practice pausing before responding and be aware of your body language. Engaging in role-playing scenarios can help you navigate difficult conversations more effectively. It is also important to remember that sometimes, the most appropriate action may be to withhold your opinion, while in other situations, it may be best to take a direct stance and state exactly what you want.
By addressing difficult situations with diplomacy and tact, you can build trust, foster collaboration, and strengthen relationships. It demonstrates your ability to stand up for yourself effectively, without offending others, and showcases your skills as a leader who can resolve conflicts and build strong teams.
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Frequently asked questions
Effective communication can lead to improved relationships and mutual respect, which can result in more successful outcomes and less stressful communications. It can also positively impact your professional image and career advancement prospects.
Emotional intelligence, empathy, assertiveness and rapport-building skills are essential. Understanding your own emotions and the emotions of others, seeing things from another person's perspective and being sensitive to their opinions, beliefs and feelings are all vital components.
Developing effective communication skills requires practice and good judgement. You can take training courses, create a personal action plan, develop active listening and questioning skills, and learn techniques to flex your communication style to suit different situations and people.
When planning a potentially difficult conversation, first focus on your desired outcome and the facts surrounding the situation. Consider potential objections and try to take a step back from your personal opinions. This will help you respond in a way that avoids hurting feelings or causing offence while still asserting your ideas.
Be a consistently professional communicator, even in difficult circumstances. Strengthen your communication with active listening, and always be aware of the visual, verbal and vocal components of your communication.
