People skills

Topic 2:
Developing
effective
communication
skills

ReadytoWork
Contents
Introduction 4

The difference between hearing and listening 4

What makes people listen? 5

Tips to engage other people 5

 Boitumelo wants to speak in a way that makes others
sit up and listen
My father was a tall, strong man with a booming, deep voice. When he
walked into a room, he seemed to fill it with his presence. People would stop
talking and look up at him. My brothers and I fell into respectful silence in
his presence.

Despite his size and his power over people, he was a kind and gentle man,
who spoke only after thinking deeply about a matter. His words were low and
measured, accompanied by passionate, often smiling, facial expressions and
matching hand gestures.

I’ve learnt that few people have this ability to make themselves heard. In my
career, I’ve seen many types of communicators. Some people say unimportant
or meaningless things, some speak in anger, and others are unable to express
their feelings.

My ambition is to try to speak as my father would: meaningful words, delivered

with passion, which are respected by others. People hear many words in the
workplace; I am more interested in using words that people will both hear and
listen to.

The difference between hearing and listening

Hearing happens automatically. As you’re reading this, you may be hearing things around you – perhaps it’s a colleague or
facilitator speaking to you, perhaps it’s a machine or radio in the background, or the noise of traffic.

Listening requires effort and attention to the sounds you’re hearing. Additional brain activity is required to focus on words
or sounds. Listening, ultimately, leads to learning and understanding.

4 | ReadytoWork | Developing effective communication skills

What makes people listen?

1. People listen more when you show that you know exactly what you want to say
Before speaking, particularly in a business context, make sure that you’ve thought about and prepared what you’re
going to say. If you’ve considered your words and structured your thoughts, you’ll only need a short time to deliver
the key points you want to communicate, and this will make your words more impactful.

Tips for saying what you need to communicate in business:

• Prepare: Prepare for meetings or presentations by researching the topic to be discussed and putting together a
careful, structured argument.
• Be sure: Speak about the things you’re sure about. If you don’t know, rather find out or admit that you’re unsure.
You don’t have to know everything, but you do need to know what you’re talking about. Never fall into the
business communication trap of pretending or faking your opinion.
• Ask for advice and input: If you don’t know much about a topic, go to the person who knows most and ask for
their input or advice. Tell others that you’ve gained this information from a reputable and knowledgeable source
to lend weight to your argument.

2. People listen when you engage them

Engaging people is all about pulling them in and making them part of the conversation and discussion.
This opens up two-way communication and the opportunity for dialogue and debate, instead of one person
boring everyone else.

Tips to engage other people

• Speak to that person specifically: By tuning into the needs of the person you’re speaking to, you’re likely to focus more
on them and less on yourself. Use the other person’s name and tell them why you’re talking to them.
• Encourage discussion and questions: Tell the people you are talking to that you welcome discussion and questions on
the topic. They will be encouraged to sit up and listen, knowing that they will also be heard. If nothing else, it alerts them
to the fact that they will have to contribute and should therefore listen in order to respond!
Source: Calin, A. (2018). Six Easy Ways to Get People to Listen to You. [online] Hubgets Blog. Available at: https://www.hubgets.com/blog/easy-ways-get-people-listen/ [Accessed 24 Jun. 2019].
Umn.edu. (2011). Hearing vs. Listening. [online] Available at: http://www.d.umn.edu/kmc/student/loon/acad/strat/ss_hearing.html

Speaking so that others can hear, and listen, is an important skill in the workplace. It builds connections between
people and enables us to learn from one another.

Speak clearly, if you speak at all;

carve every word before you let it fall.

Source: Oliver Wendell Holmes, (n.d.) BrainyQuote.

Available at: http://www.brainyquote.com/quotes/keywords/ speak_2.html. [Accessed 30 June 2015]

Developing effective communication skills | ReadytoWork | 5

6 | ReadytoWork | Developing effective communication skills
Developing effective communication skills | ReadytoWork | 7
8 | ReadytoWork | Developing effective communication skills
Developing effective communication skills | ReadytoWork | 9
Authorised Financial Services Provider Registered Credit Provider Reg No NCRCP7