Note: This article was first published in Life in the Delta in July 2009.
Most people realize that the key to good relationships is communication. But how many have actually been taught good communication skills? It has been shown that a person can have a good caring attitude yet their communication can still be unclear or misunderstood. This is where skill enters in.
Basic to all communication skills is speaking for self. When you speak for yourself, you combine a personal pronoun – “I,” “me,” “my,” or “mine” – with other parts of your message. To speak for self is to take responsibility for what you say. As a result, your messages are clearer and easier for others to hear and less apt to be discounted. As a person, you have a right to your beliefs and opinions and should be considered an authority on your own experience. Examples are, “Here’s my idea” or “I feel frustrated when you do that.”
An opposing way of speaking for self is to speak for others. When you speak for others, you usually make “you statements.” When you do so, you stimulate defensiveness in others and resistance to what you say simply by the way you say it. Others may interpret your words as trying to control what they think, feel, or want. Few people like someone else running their lives, even if what is said is true. Examples are, “That’s not what you really mean,” or “You made me angry.” A way to further raise defensiveness is to combine words like “should” or “ought” with “you statements.” For example, “You should do this” or “You ought to change that.” There are, however, acceptable times for using “you statements,” as in the case of the teacher to student, the parent to child, or the employer to employee – all for purposes of instruction. But I would caution you to use “you statements” sparingly if you want your message to be received.
Another important communication skill is to ask open questions. Open questions often begin with a “W” word: Who, What, Where, and When; or the word How. Open questions are more effective questions because they give others more choice about how to answer. In contrast, closed, narrow or leading questions limit or attempt to direct others’ responses. For example, “Are you mad or sad?” (This requires an either-or response.) Better would be, “How do you feel?” Another example is, “Isn’t this the best meal you’ve ever had?” (This requires a yes or no response.) Better would be, “What did you think about the meal?”
A specific type of question to avoid is the “Why” question. Do you recall the last time someone asked you, “Why did you do that?” Do you recall feeling tense or on the spot? This is a typical reaction to “Why” questions. Also, “Why” questions usually disguise statements. The tone of voice accompanying them is often negative. They have the tendency to challenge or blame or to get you to justify or defend yours actions or positions. Furthermore, you can seldom give a satisfactory answer to a “why” question, because the intent of most “why” questions is not to gain information but to persuade. For example, “Why are you wearing that?” may have the disguised message of “I don’t want you to wear that.” The only acceptable time for a “Why” question is when you have a genuine curiosity about a subject and you completely withhold judgment about the person’s response.
Asking open questions can be a powerful way to connect to someone. However, some people mistakenly believe that good communication involves asking a lot of questions. Too many questions can actually interfere with effective communication because they can start to direct the story of the person talking. And they can interfere with the natural flow of a talker’s story. When you raise a question, the talker has to stop and think about what you just asked. As a result, the talker may be led away or distracted from what he or she wants to say. If given the chance, most people can tell their story best without prompting questions.
Realize that each time you say something, your message contains two parts: what you say – the content, and how you say it – the style. It doesn’t matter how accurate your content is if your non-verbal communication, such as the tone of your voice or your body language, says something different. Remember to be aware both of what you say and how you say it. And if your intent is to connect with others rather than to control them, your communication will be more effective.