Making Conversation In The Workplace
Author: Nimra Khan, Reg. CASLPO, Speech-Language Pathologist
Date: Wednesday, August 28, 2024
Table of Contents
Introduction and my experience with clients
Effective communication is the cornerstone of a productive and harmonious workplace. In a setting where collaboration, innovation, and problem-solving are vital, mastering conversation skills can significantly enhance your career prospects and workplace environment. In this article, we’ll explore the nuances of conversation skills, their impact on the workplace, and practical tips to refine your ability to communicate effectively with colleagues, supervisors, and clients. Considering this in the scope of your speech therapy, you can also read about how speech therapy can help your career.
In my own practice, I know that people often feel isolated in their difficulties with making easy conversation. I would say it’s much more common than people think; after all, we all try to imagine, to some extent, what others are thinking and how best to respond, especially when you might feel uncomfortable. My experience has been that a lot of adults can name appropriate topics and cues that are generally acceptable in conversation (step one in perception and understandings), but that a mix of low internal confidence and limited use of these skills (especially post-COVID) leads to continued discomfort.
Why are Conversation Skills Important in the Workplace?
Building Relationships
At its core, conversation is about connection. I like to say that it can be a ‘moment of shared friendliness” – and this should go both ways in an ideal world, with both people in a conversation having a little moment to discuss things not related to work. In the workplace, strong communication skills foster positive relationships among team members, between employees and management, and with clients. Consider that when people feel heard and understood, they are more likely to collaborate effectively and contribute positively to team goals.
Navigating Challenges and Conflict
In any workplace, disagreements and conflicts are inevitable. Strong conversational skills are crucial for addressing and resolving these issues constructively. Being able to approach conflicts with a calm, respectful demeanor and a willingness to listen can prevent minor issues from escalating into major problems. These conversations could happen very quickly or in more formal settings (such as 1-to-1 meetings), but they are important nonetheless.
Career Advancement
Effective communicators are often seen as strong leaders and are more likely to advance in their careers. Good conversation skills can set you apart from your peers, showcasing your ability to lead, influence, and inspire others. Whether you're presenting an idea to upper management or negotiating with clients, strong communication can significantly impact your professional growth.
Key conversation skills
Active Listening
Active listening is a fundamental conversation skill that involves perceiving, understanding, and responding to what the other person is saying. It goes beyond merely hearing words; it requires engaging with the speaker through verbal and non-verbal feedback, as well as sometimes reading between-the-lines. Keep in mind that not every single skill might be needed at one time, but sometimes a balance between a couple of skills at a time can be all you need. These are based on the ‘baseline’ skills that work in Canadian culture, so it might look very different in other countries. Key components of active listening include:
Reflective Responses: Paraphrase or summarize what the speaker has said to show understanding. For example:
Person A = “This might take me a lot longer than I thought…”
Person B = “So what I’m hearing is that you’re concerned about the project deadline... can I support you in some way?”
Open-Ended Questions: In leadership/management positions, it’s helpful to encourage the speaker to elaborate and share more information. Instead of asking, “Did you finish the report?” ask, “How is the report coming along? Are there any challenges you’re facing?”.
In more casual conversation, we often do this by asking “how was your day?” instead of “Did you have a presentation today?”.
Body Language: Maintain eye contact, nod, and use other non-verbal cues to show attentiveness. Eye contact also does not mean having to ‘stare’ at someone the entire time, but more that you come back to the speaker as an anchor point even after you look away for a few seconds. Read more about body language here and active listening here.
Clear and Concise Expression
Being able to express your thoughts clearly and concisely is essential for effective communication. In conversation (as compared to short speeches or presentations), avoid jargon or overly complex language, and focus on getting your message across in a straightforward and polite manner. This includes:
Organizing Your Thoughts: Before speaking, take a moment to structure your ideas. This helps prevent rambling and ensures that your main points are communicated effectively.
Being Direct: Get to the point without unnecessary filler. For instance, instead of saying, “I was thinking about how we might be able to improve our marketing strategy,” say, “I have a few ideas to enhance our marketing strategy.”
Empathy and Emotional Intelligence
Understanding and acknowledging the emotions and perspectives of others is crucial for effective communication. Empathy involves recognizing and validating the feelings of your conversation partner, which can strengthen relationships and resolve conflicts. Key aspects include:
Reading Emotional Cues: Pay attention to non-verbal signals and the emotional tone of the conversation.
Responding with Sensitivity: When addressing someone’s concerns or emotions, choose your words carefully to avoid coming across as dismissive or indifferent. This might be especially helpful when a co-worker is having a tough day, got negative feedback, or if you have to discuss a difficult topic.
Read more about how emotion can affect communication and professional development.
Constructive Feedback
Providing and receiving feedback is a vital part of workplace communication. Constructive feedback is specific, actionable, and delivered with the intention of helping the recipient improve. When giving feedback:
Be Specific: Instead of saying, “Your report needs work,” provide specific suggestions, such as, “The data analysis section of your report could benefit from more detailed explanations.”
Be Balanced: Offer both positive and negative feedback. This approach makes it easier for the recipient to accept and act on your suggestions. Make sure your positive feedback is also genuine!
Assertiveness
Assertiveness involves expressing your own needs, opinions, and feelings in a respectful and confident manner. It’s about standing up for yourself without being aggressive or dismissive of others. I always like to remind clients that there doesn’t always need to be a conflict or argument in order to be assertive. For many people, being assertive can just mean even stating what you think is working well on a project. Key elements include:
Using “I” Statements: Frame your statements from your own perspective, such as, “I feel overwhelmed with the current workload,” rather than, “You’re giving me too much work.”
Maintaining a Calm Tone: Speak with confidence but avoid raising your voice or displaying frustration.
Ways to incorporate communication skills in daily life
Practice Active Listening
Make a conscious effort to listen more “in-the-moment” than you speak in conversations. Focus on understanding the speaker’s message and respond thoughtfully. Engaging in activities such as role-playing scenarios or attending communication workshops can help hone these skills.
Seek Feedback
Ask colleagues or mentors for feedback on your communication style. They can provide valuable insights into areas where you might improve and suggest strategies for enhancing your conversational abilities. Many clients I’ve worked with realize there are areas of improvement when they receive feedback from a manager or co-worker that might not have been obvious to them.
Observe Effective Communicators
Pay attention to how skilled communicators in your workplace interact with others. Observe their techniques and incorporate what you find effective into your own conversations.
Improve Your Emotional Intelligence
Work on developing your emotional intelligence by becoming more self-aware and practicing empathy. Read books, take courses, or engage in self-reflection to enhance your understanding of emotions and improve your ability to connect with others.
Set Communication Goals
Identify specific areas where you want to improve your conversation skills and set measurable goals. For example, if you want to improve your ability to give constructive feedback as you move into a leadership position, set a goal to provide feedback to a colleague once a week. Keep goals small and simple and you will be more likely to apply them!
Manage Stress and Stay Calm
Workplace conversations can sometimes be stressful, especially in high-stakes or conflict situations. Practice stress management techniques, such as deep breathing or mindfulness, to maintain a calm and composed demeanor during conversations.
Conclusion
Mastering conversation skills in the workplace is not just about improving your ability to communicate but about enhancing your overall effectiveness and satisfaction at work. By developing skills such as active listening, clear expression, empathy, constructive feedback, and assertiveness, you can foster better relationships, improve team collaboration, and navigate workplace challenges more effectively.
Investing time and effort into refining your conversation skills will pay off in numerous ways, from the confidence that you can build for yourself, as well as stronger professional relationships to greater career advancement opportunities. Remember, effective communication is an ongoing process of learning and adapting, so stay committed to improving your skills and enjoy the positive impact they bring to your workplace. Read more about continuing communication goals in the summer.
To speak with a psychotherapist or one of the speech-language pathologists at Well Said: Toronto Speech Therapy, schedule an initial consultation by clicking the link below or calling (647) 795-5277.
