Most entrepreneurs and managers believe that they have excellent communication skills. Often they don't.

George Shaw:“The major mistake in communication is to believe that it happens.”

Nevertheless, communication skills are an integral component of any business. Whether it is interacting with suppliers, shareholders, customers or even regulators, there is the need to pass your message effectively. What's more, one of the crucial roles of a manager is to share the vision of the company with staff regularly. Indeed, a manager connects how each contributes to the overall success of the business.

Before I share with you effective business communication skills, it is imperative that we look at some communication models we have. The two primary communication models often used are Aristotle and Lasswell.

The Ultimate Guide to Communication Skills

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We can trace back Aristotle’s model, also known as formal communication or rhetorical theory, to classicalGreece 2500 years ago. At that time, Aristotle, Plato, and Sophists were speech writers. Even more, publicspeaking skills drove politics, which was the basis of that society. Aristotle model is a linear one based onthree elements of communication: the Speaker, the Speech, and the audience.

Focusing purely on public speaking, Aristotle’s model describes communication as a process composed of aspeaker, message and a listener. It also provides a basis for ascertaining how effective a speaker is.

Models to Explain Communication SkillsAristotle’s Model

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Harold Lasswell was an American political scientist and communications theorist. Having carefully studiedthe American presidential elections, the process of political campaigning and propaganda, he came upwith the Lasswell’s Model. He viewed communication as transmission of messages whose effect we shouldmeasure regarding change in the receiver rather than the meaning. Modern communications modelsborrow heavily from Lasswell’s Model.

The key elements of this communication model are, Who (the source), Says What (the intended message),To Whom (the audience). According to this model, we communicate a message through a medium with thehope that it achieves the desired effect on the audience.

Lasswell’s Model (1948)

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Laswell’s model attributes communication as a persuading process based on the effect ofthe sender on the receiver. He takes the focus away from the information the messagecarries. However, there is no feedback in the model thus making it linear in nature asopposed to circular.

Whatever model you come across, it should help make the process of communication easierto understand. Even more, it should enable you to acquire and master effective businesscommunication skills.

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In the book, the authors theorise that for an audience to understand your message, you need to make itsimple. You also need to present it in a way the audience doesn’t expect, that way you keep its attentionthroughout the session. Even more, your message should be full of examples, metaphors and similes to makeit concrete.For more effectiveness, you should back your message with provable facts and try to communicate to theheart. The authors point out that stories are also very effective communication tools to pass a message.Made to Stick is a book anyone who wants to have effective communication skills. That includes businesscommunications.

This is a communication model that two brothers, Chip and Dan Heath, popularised in their 2007 book‘Made to Stick.' To them, how to improve communication skills is to use six principles whose first letterstogether join to spell the word SUCCES. These principles are Simplicity, Unexpectedness, Concreteness,Credibility, Emotion, and Stories.

The SUCCES Model by Chip and Dan Heath

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For effective communication, your audience needs to trust you. MakingBusiness Matter knows the building blocks of trust. They are credibility orknowing your stuff well, reliability or always delivering in time and intimacyor getting to know a bit about the people you communicate with. In addition,you need to open up about yourself or doing Self-Orientation to those youtalk to.

Read the ‘Not Working Hard to Gain Trust with Your Buyer guide.’

The MBM Trust Model of Communication

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Communication skills are your abilities to conveyinformation to others effectively and efficiently. Theseskills are verbal, non-verbal (body language) and written.The following is a list of ten of the steps you can take toimprove your efficiency in conveying messages to others:

What are Communication Skills?

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Every workplace has its set of euphemism used to encapsulate some ugly truths people are unwilling tosay. Indeed, many of us are guilty of throwing in an occasional buzzword or cliché in importantpresentations.

On the contrary, most clichés were once catchy and creative ways of articulating popular thoughts only tolose their appeal due to overuse. As a manager, there is need to communicate your thoughts clearly.

C.S. Lewis:“Don't use words too big for the subject. Don't say infinitely when you mean very; otherwise, you'll have noword left when you want to talk about something really infinite.”

For your team to understand the when, where, why and how message, avoid using words with doublemeaning. Make careful choice of words for your business communication.

#1 - Avoid Unnecessary Buzzwords

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Listening is a major key to effective communication between management and staff. Listening helps you asa manager to gather relevant facts with which you to make sound decisions.

Roy T. Bennett:“Listen with curiosity. Speak with honesty. Act with integrity. The greatest problem with communication iswe don’t listen to understand. We listen to reply. When we listen with curiosity, we don’t listen with theintent to reply. We listen for what’s behind the words.”

In projects that require great teamwork, there is need to develop trust and effective communication.Actively listening to your employees shows that you are sincerely interested in their well-being.

Failing to listen to a customer’s complaint or addressing it in time might end up tarnishing your company’simage. Therefore, as a manager, you have to cultivate a culture of listening to their employees and leadingby example. Even with social media, if you want others to hear you, first listen.

#2 – Listen Before You Speak

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Every company is comprised of people with various personalities, strengths and emotions, which greatlyinfluence how they work together. To have effective communication, you should identify and manage youremotions as well as those of others.Emotionally intelligent managers develop happier teams, lower turnover rates while registering high levels ofjob satisfaction.The first step towards becoming emotionally intelligent is recognizing your strengths, weaknesses, values andemotions through self-assessment, and how they impact others.Ambrose Bierce:

“Speak when you are angry, and you will make the best speech you will ever regret.”

Emotional intelligence is one of the communication skills that enhance work relationships and create a productive and healthy workplace.

#3 – Be Emotionally Intelligent

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During challenging times teams look up to their leaders. Speaking with confidence is one of the critical communication skills for low, middle and high-level managers.

Speaking with self-confidence comes from the strong belief in your abilities, skills, experience and acceptance of your body and mind. It is an ingredient in gaining the trust of employees and customers.

Sylvia Plath:“The worst enemy to creativity is self-doubt.”

When addressing those working under you, speak in a clear and stable voice tone that conveys self-assurance. Make eye contact. Good eye contact is a gentle meeting of eyes as you speak.

Above all, speak from the heart. Indeed, reconnecting with your convictions when you speak to others exudes authority and a sense of sureness.

#4 – Communicate with Confidence

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There are more aspects to non-verbal communication than facial expressions and body gestures.

Most people attribute trustworthiness to those who maintain eye contact when they speak. Nonverbalcommunication can reinforce what you are communicating, complement a verbal message or contradict thusmaking you appear insincere.

Alex Hitchens:“60 % of all human communication is nonverbal body language; 30 % is your tone, so that means 90 % ofwhat you are saying doesn’t come from your mouth.”

People are inclined to find the information they receive directly from the sender credible unlike emails. Thishighlights the importance of ensuring your nonverbal communication is in line with the intended message.

The next time you have team building event with your staff encourage everyone to attend dressed informally.

#5 – Take Care of Non-verbal Communication

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An open-door policy is one of the most effective communication skills. In the fast-paced modern businessenvironment, quick access to information is essential. Meanwhile, an open door policy encouragesemployees with creative ideas to stop by without an appointment. This helps improve work morale andperformance.

Zig Ziglar:“Research indicates that employees have three prime needs: Interesting work, recognition for doing a goodjob, and being let in on things that are going on in the company.”

Indeed, poor communication can cause apathy in the ranks, lead to high turnover andpoor customer service.The managers who implement open communication policies are always in the loop with what’s happeningacross departments. Moreover, you understand better your employee’s professional and personal goals,which you can enhance to meet the company’s objectives.

#6 – Go Open Door Policy

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Thanks to advancement in information technology, managers are spoilt for choice when it comes tochoosing a medium for communication. It is prudent to always deliver bad news such as termination ofemployment in person.

Justin Rosenstein:“Know when to email vs. when to meet. Logistics are best handled over a non-immediate communicationchannel like email or Asana tasks. Detailed status meetings will suck the life out of your day.”

The first step towards choosing an effective medium of communication is identifying your target audience.This can be done by reviewing magazines that reach your target audience or interacting with opinionshapers in your industry.

It is advisable to work with professionals in developing and implementing your communication strategy.For instance, they will ensure your press release appear in the right editorial publications.

#7 – Choosing the Right Medium

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Feedback is the essence of two-way communication. It gauges how effective and comprehensive thecommunication was.

Feedback from customers provides both business leaders with valuable insights on how to improveproducts, services, and overall customer experience. Feedback also gauges customers’ satisfactionby determining if you met their expectations.

Ken Blanchard:“Feedback is the breakfast of champions.”

Asking for feedback makes employees feel that you value and appreciate them. By continuously seekingfeedback from employees on various issues you maintain a healthy labour-management relationship inthe organization. Also, feedback helps management to identify and deal with complaints before theyescalate and disrupt normal business operations.

#8 – Collect Feedback

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Most managers caught up in their web of tasks assume that their subordinates know exactly what theyneed to do. However, failing to communicate your expectations to your team regularly is a majorbarrier to communication. Don’t assume your team understood well your message only because noone raised an issue. It might help to encourage the team to go through what you’ve talked about.

Henry Winkler:“Assumptions are the termites of relationships.”

In fact, the unspoken rules in business form the basis of most assumptions which leads tomiscommunication. Avoid making generalizations or jumping to conclusions that may have implicationsbefore you confirm and ascertain the facts presented.

#9 – Eliminate Assumptions

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Business communication, negotiations and employee relations all require patience.

When your organisation implements a new medium of communication within the organization or with clients. There is always the temptation of expecting notable success in a short time.

Geoffrey Chaucer:“Patience is a conquering virtue.”

Patience also helps us control our responses. We can tolerate other people’s flaws while dealing with obstacles on our paths diplomatically. The next time you get a nasty email from a client or employee; don’t be too quick to respond. Emails leave a permanent record, and you don’t want your momentary lapse of judgment to dent your reputation permanently.

Effective communication skills are essential to the success of any business. A breakdown in communication, especially by a business leader, could prove disastrous to an organisation. Therefore, every manager acquires effective business communication skills.

#10 – Be Patient

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