Supportive communication is not only a practice that should be applied to all leaders/managers within an organization it should also be a form a communication people should use on a regular basis. Currently I am the Administrative Assistant for the Chief Technology Officer at Embry-Riddle Aeronautical University’s Worldwide Campus. My job entails constant communication between not only the Worldwide Leadership team and multiple departments at Worldwide Headquarters but also the field as well as campus wide faculty. Understanding effective communication practices is crucial to developing strong professional relationships as well as maintaining those relationships.
The integration of supportive communication skills has been a large factor in my position. Due to the nature of my position I am constantly speaking with or emailing fellow colleagues daily. If I was to lack supportive communication skills there could be a possibility that the message I am sending gets misconstrued. In order to eliminate issues such as rhetorical disconnects, applying support communication skills is a necessity.
Important Behavioral Guidelines
· Understanding the difference better coaching situations and counseling situations
o Having the ability to speak to colleagues or subordinates in such a way that they understand the issue and ways to correct is more effective than being a therapist. When you counsel a person they may feel more disconnected from you, their position and company.
· Keeping communication congruent by acknowledgement of your true feelings without acting them out in destructive actions
o Take a deep breath before you do something irrational is how I think of this or “think before you speak.” As a leader/manager or in any position a person must have the ability to not let emotions get the best of them. Stating how you feel is the most appropriate way to express your thoughts but doing so without being harsh or offensive.
· Styles of rhetoric; using descriptive, not evaluative statements
o Leave emotions out of the situation and describe the situation as objectively as possible. Although there will be times where emotions will run high, leaving value-statements/judgments out of the discussion will help to maintain equal grounds.
· Identifying the problem by staying problem-oriented and not person-orientated statements
o Attack the problem and not the person. As I like to say “don’t kill the messenger.” Make sure to keep the communications focused around the problem and do not take the person who is addressing the problem; don’t make them the problem/issue. This not always easy because people want to be able throw blame around and they feel as though they cannot blame a problem they can only blame a person which is not acceptable behavior within an organization.
· Validating statements that show acknowledgement of the others person’s importance and uniqueness
o This situation happens most often in my current position because when you are collaboratively working on a project with one or more people you want to be respectful to their thoughts and ideas. I always try to have open-communication with the person or people and I am respectful of their ideas.
· Staying specific and not global
o Stick to the issue/problem or project do not take things out of context and understand that there will be times where things cannot be changed or are out of control of the people involved.
· Integrating the use of conjunctive statements that flow smoothly from what was stated
o I am naturally a “get to the point” type of person so I currently shy away from long pauses when having a conversation with someone. I think it is important to make sure all parties involved have equal time to state their opinions.
· Taking ownership of your statements and encouraging the other person to do the same
o I think practicing ownership is another key element in support communication skills. Using passive voice doesn’t show confidence. With that being said it is important to not come off to strongly either, accept the topic you are discussing and own it; use first person perspective and be assertive.
· Use supportive listening
o Although I am a talker I like to think of myself as a good listener as well. Making sure to make eye contact shows the person you are speaking with that you are engaged. Engagement is important when apply supportive communication skills. Communication is not strictly bound to speaking, listening is also very important.
· Establish a personal management interview program
o I don’t believe this is personally necessary in all positions but having time to speak with your employees, colleagues or subordinates is important to keep an open flow of communication throughout the workplace.
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