Communication
skills-Can they make or mar your career
One
skill which is essential as a common, powerful tool across all the bandwidths
of various professions is the skill to communicate effectively. This one skill
alone can make all the difference between a winning ‘horse’ and an ‘also ran’.
The
‘gift of the gab’ has always been extolled from beginning of human civilization.
But as the pundits of communication will agree, communication skill is not
about just talking incessantly or voluminously. On the contrary, the
chatterboxes may be considered very poor in communication.
The
Science of Communications has taken giant strides and facilitated communications
at unbelievable speed between unimaginable distances. It has also enabled availability
of modern technology to all at reasonable cost. In good old times, it is
believed that people even used to rely on pigeons for conveying messages. Contrast
that with today where people stay pigeon- holed in their rooms to send
messages across the globe in seconds!
But
alas, the art of communication still continues to favor only a lucky few among
us. Such gifted ones are destined to stride like a colossus amidst us, whatever
their chosen calling. But there is no use feeling low about it as History tells
us that this has been the case always. Guess what Chanakya, Birbal and
Tenaliram had in common? Or, more recently, Churchill, Hitler and Mahatma
Gandhi?
All
were high priests of communication.
Most
of us will be remembering the famous play ‘Julius Caesar’ and the speeches
given by Mark Anthony and Brutus after Caesar’s death. In these scenes,
immortalized by the great Shakespeare, the crowd mood is alternately swayed by
the thundering, powerful speeches of the two rival orators.
Such
is the power of communication. As said before, it is an inborn talent. But this
skill can also be carefully nurtured with the guidance of modern communication
experts.
Coming
back to present times, it is the truly skilled communicator who manages to get
plum jobs in almost any sector of employment. Other things being equal (or even
a little unequal!) it is the person who presents himself or herself most
agreeably in interviews and group discussions that walks off with the job in
any campus. The same principle holds good later in the career development. The
ascent is generally faster and smoother for the intelligent communicator.
Unfortunately, quite a few professionals with many other capabilities but who
lack this skill fail to make it to the position they deserve to attain.
So
what is intelligent communication? This leads us to the inevitable question of what
qualities make the difference between a successful communicator and the rest.
As the Gurus keep telling, good listening, eye contact, proper body language
and appropriate vocabulary are some of the vital requirements.
While
there can be no dispute on that, it is also important to understand as to what
is the single most important underlying trait that showcases all these other
qualities of the gifted communicator. This trait is Emotional Intelligence.
This inborn asset, in formidable combination with fluency of language, brings
out the best in oral communication.
The
emotionally intelligent person adapts his style to the personality traits of
the superior, customer, peer or any other stake holder who is important to him
or her. He rather customizes his communication to the individual, in order to oil
the wheels of the ongoing transaction. For example, if the person in question
is a ‘no-nonsense, shoot first and then ask questions’ type, the typically
intelligent communicator would be brief, polite and to the point with him. On
the other hand, if the other guy is a jovial, ‘beat around the bush’ type, then
again, his EI will enable an appropriate approach. The person of high EI also
will take into account other vital factors like the prevailing mood and other
engagements of the other guy.
An
interesting anecdote from my own work experience might be useful as an example.
In the initial days of my career, when I had need for a few days leave, I
approached my boss for sanction. The time was around 12 noon. This gentleman, who
was known for his gruff behavior, shooed me away angrily. Noting this with
amusement, a senior colleague of mine called me aside and advised me to go to the
boss with the same request, but after around 1.30 PM, when Mr. Gruffy would
have had his lunch and hence have a full tummy. On following this advice, I
found to my utter astonishment that his response was now very friendly. He was
smiling at me, gently patting his stomach all the while with great
satisfaction. And I got my leave instantly!
This
was an important lesson to me ….. Not only the tone and content, but the timing
is also very important in all matters of communication.
Another
interesting anecdote involving Napoleon will serve to show the remarkable
presence of mind of a soldier. While inspecting one of his Army Divisions, the
French Emperor was walking past the soldiers smartly standing in rapt
attention. While passing him, one of the soldiers whose promotion was overdue,
suddenly summoned the courage to say, “Your Highness, I would like say a word,
if you permit.” The Emperor paused a second, smiled sardonically and said, “OK,
meet me tomorrow, but remember, only one word!”. The soldier next day boldly
made out his own promotion order on a sheet of paper, and thrusting it at
Napoleon, simply told the wonderstruck Emperor, “Sign”.
The
bemused Napoleon signed and the soldier got his promotion!
On
many occasions, I have watched sadly when a friend or colleague was being
bawled at by his superior while discussing some issue. In most of these cases,
there never was any real dispute on the subject being discussed. As mentioned
earlier, the problem, as it would turn out later, was always with the timing,
tone or the way the matter was presented. I have also been ripped apart for
similar reasons. Once, while reporting a
breakdown, I told, quite truthfully, while replying to a very senior officer’s
query, “This breakdown keeps happening, sir.” He tore me apart, in fury. Later,
another colleague reported that he had told the same fact to the same boss, but
he had received the feedback quietly.
He
reportedly said, “This equipment does trouble us once in a way, sir, but we are
working on how to overcome the problem.”
Overcome
indeed! To my knowledge, the problem persists till today. The wise gentleman
had simply told what his superior wanted to hear.
Truth
is indeed important, but the packaging makes all the difference, especially if
you want to hurry up the ladder of success.
The
points discussed above hold good for written communications also. Always, an
effective communicator has to keep in mind the mindset of the person who is
going to receive the message.
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