Director's Message: Part 2 of "7 keys to eliminate conflict and create synergy at work"

How you communicate has a direct impact on your career, your family life, and your relationships. In fact, there is nothingin human relations that you do more than communicate. It’s about relationships. Below are the remaining “Keys to Eliminate Conflict and Create Synergy at Work.”

To read Part 1 of this article click here.

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Other articles by Hodsdon

• Director's Message: When to hire a hygienist
• Director’s Message: Increase case acceptance and reach the unreachable patient
• Director's Message: Mental well-being is everyone's business

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4. How to use your “voice” more effectively

• Your actual words make up 7% of your received message.
• Your body language is 55% of your communication.
• 38 % of the message received by the listener is determined by the tone and quality of your voice.

What makes each of statements be perceived differently are the three characteristics of our voice: pitch, volume, and control. Maximizing these will make you a more powerful communicator.

5. The art of listening

Listening is a critical part of communication, and while it may seem like a passive activity, it is in fact a large part of effective communication. Like speaking, listening also provides us with the opportunity to connect with others.

6. Two ways to listen

There once was a young man who was formally introduced to a stately elderly woman. After talking for a little while, he apologized because he had forgotten her name. She told him, “That is because when we were being introduced, you were listening for your name instead of mine.”

6a. Active listening means really trying to understand

On the other hand, we’ve also been in conversations before where the person has seemed to be very engaged, attentive, and participative. They look us in the eye, and make affirming comments to indicate they are listening. They nod and smile, and ask questions. We know when someone is paying attention and truly hearing us. This is “active” listening, which is listening with the purpose of trying to understand the meaning of the message, and being fully engaged in the communication process.

Here are a few tips you can use to be a better “active” listener:

• When the other person is talking, don’t interrupt. In fact, the less you speak the more you will accomplish.
• Don’t Step on their Words. Waitfor them. Let them pause.
• Give them 100% of your attention. Watch for non-verbal cues. Make solid eye contact, or from the movie Last Vegas, “you look him in the eye.”

6b. Two ways to ensure you understand what the other person is saying

1. Paraphrasing back what you heard.

• Tells the person you are conversing with that what they have to say is important to you.
• Helps you to remember details of the conversation later.
• Helps to avoid a misunderstanding of what was said.

2. Asking questions. “Questioning” is important because it keeps the conversation alive, and conveys to the speaker that we are interested and engaged.

a. Open ended questions — These are questions that cannot be answered with a simple “yes” or “no.”

B. Clarifying questions — These are questions we askwhen we are unclear about stories, words, or message that the speaker is conveying.

7. Practicing powerful communication means a better career, better relationships, and a better life!

If you practice these tips on effective communication:

• Making certain your non-verbal communication matches the message you want to send
• Using your “voice” effectively
• Listen actively, focusing on the other person, with understanding and empathy, paraphrasing back what you heard, and asking open-ended and clarifying questions

… you will be on the path to success in your career, your business, your relationships and your life!

Blessings,
Kristine Hodsdon RDH, MSEC
Director, RDH eVillage

Kristine’s Disclosures: Kristine’s website is www.kristineahodsdon.com and a consultant and trainer with Pride Institute, www.prideinstitute.com. And thank you, Kim, for your input and edits!