Communication is critical to customer, organisational and individual success. It almost sounds as cliche except it is true. Simply put it is the ability to clearly understand the other person’s point of view and explain one’s own point of view clearly to the other person. Most often we confuse communication as felicity with language but that may not be all and this seemingly simple task may look herculean. Hence, it is important to unravel the sub elements that comprise this mysterious phenomenon.

There are few basic principles for effective communication.

• Understanding the context

Understanding the context for which the communication is taking place is foremost. Who we are communicating with; What is the discussion about; Background information on people as well the topic. This requires preparation, ground work and background research before a meeting or a call or even before writing an email.

• Listening with intent

Active listening to the point made by another party helps one understand the immediate point of reference. Listening is not just to the words but also to gestures and silences and at times what is left unsaid. In order to listen, it is important to be silent while the other person is speaking and also be attentive. Listening is one activity where multi-tasking; doing something else while also being part of a meeting or a call doesn’t help at all.

• Framing the response

This is where the language helps. To be able to best frame the response in spoken or written words. Taking a deliberate pause before speaking or thinking before writing back are clearly the right tactics for this. Getting the proper order of statements and keeping the composure are critical for framing the right response. This is the time to check on the heightened emotional state; anger or fear, elation or sadness and tailor the extremes by putting an effort. In business context, there has to be a deliberate attempt to manage the extremes.

• Clear and concise articulation

The response has to be articulated in words, gestures and writing clear and concise in order to ensure the other person is able to understand our point of view. Both language and body language are important in ensuring this delivery and both need to be in alignment. Words, tone, gestures, posture and pauses; all of these make a difference to the performance. If any of this is not in alignment, the message can be construed differently by the listener.

• Gauge the feedback and make adjustment

During and after articulation, it is important to gauge the audience feedback and their receptivity. Important to pause, if there is a major disconnect or attention deficit on the other side, reset the ground for making the point and adjust the tone according to the situation. If there is a major disconnect or attention deficit on the other side, reset the ground for making the point and adjust the tone according to the situation. This is like thinking on your feet and ensuring to bring focus back to your point of view even if it requires you to pause and listen to the other person all over again.

All of the above require serious self-training because not all are endowed with all the above qualities all at once. Some may be good in understanding of the context but impatient listeners; some are good with words but not so good with emotions; some can fumble with delivery but good in gauging receptivity. Hence it is important to understand how to work on each of these prerequisites through continuous practice and exercise.

Some of the practical tips in business settings are as follows.

• Read

About company and people - company website, news about company, LinkedIn profiles of the attendees, the issue at hand and associated emails, guides / help document associated with that. Google at will.

• Write

Document key bullet points from your ground work. Keep it as part of your easy to retrieve notes. Try and formulate responses to potential discussion points. If an email, get it peer reviewed to ensure there are other people who have seen it. Check for not only content but also emotions being conveyed in your response or presentation.

• Focus

During calls and meetings, do not do multi-tasking. Do not work on another issue while at the same time being on call or in a meeting. Be composed as well as at ease.

• Read

About company and people - company website, news about company, LinkedIn profiles of the attendees, the issue at hand and associated emails, guides / help document associated with that. Google at will.

• Be on time

Prepare to be in time for the meetings because the time creates its own pressure. Always ensure to know how much time the other person has and accordingly plan the content. You can't throw in everything within a short timeframe.

• Reschedule

If either you or the other party is not ready or able to focus, request to reschedule to another agreed and reasonable time slot. Request for the audience attention if you feel you are not able to get it.

• Practice

Framing your responses both written and oral have to be meticulously practiced. If you don’t know the basics of the language well, please take an online or classroom course on that and get it right. It is the right practice that will eventually help with framing.

• Role plays

While self-training is important it is not sufficient as you may need two to tango. Use every opportunity internally with peers and team members to do role plays and keep it as much real as possible.

‘Good communication is not about great monologues but to be able to engage with people and understand their point of views, reflect and respond and make them understand.’