Communication Skills

Organization Development

CORE COMMUNICATION SKILLS

Paraphrase - saying back to the speaker what you heard them say. The goal is to accurately grasp the content of their idea. You may either repeat exactly what was said or you may summarize, restate the essence of what the speaker said.

· A useful method is to begin your response with "I hear you saying ..."

Itemized Response - this involves giving a full response to a person’s idea by telling them what you like/appreciate/can use in their idea and what concerns you about the idea. The assumption here is that it helps the group’s work when we enable participation and seek what may be of value in each idea. Itemized Response helps: keep unformed but possibly useful ideas alive, establish a supportive group climate, and helps us see the fullness of an idea.

· A useful method is to frame your responses using the following: "What I like about it is ...." "What concerns me is ..."

Active Listening - trying to state the feelings and underlying message that the speaker is communicating. Stating this as something you are "testing" rather than as a "truth". Allowing yourself to be corrected as the person restates their message.

Making Statements Rather than Asking Questions or Sharing Opinions - this is to enable the group to stay with the issue being worked on. Frequently questions are really hidden statements, e.g., "don’t you think it would be better if ...". Opinion sharing may better fit after work with beer or coffee.

The use of core group skills:

Tends to help focus the group’s discussion. It reduces repetition and explaining "what I really meant to say ...

Important in de-escalating conflict; also in preventing misunderstandings. It provides everyone with a way to build agreements, clarify misunderstandings, negotiate.

Helps the group build on each other’s ideas. Builds trust and strengthens relationships.

Requires "group discipline" - using the skill even when it feels awkward; giving energy to it; putting aside your own judgments for the moment; being congruent in the body language and tone of voice.

You are working to respect others and yourself in a manner that is responsive and assertive rather than evasive, passive or aggressive. The skills assume that you are ready to give positive attention to the other person rather than only appearing to be engaged and listening

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