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In the workplace, you have to write and talk.  That is the case whether you do it face-to-face, through email, via text, or on the telephone.  So you need to write and speak in a way that is clear and understandable.  You also need to manage conflicts and resolve differences in a way that promotes dialogue and cooperation.  Overall, you must possess excellent verbal skills and writing skills if you want to succeed in the workplace.

Locate Tools On The APPS Page

Some Categories of Communication Skills include:

• Basic Writing Skills

• Verbal Skills

• Listening Skills

• Telephone Skills

• Negotiating Skills

• Presentation Skills

• Managing Conflict Skills

• Dealing With Difficult People Skills

Some Specific Communication Skills in these Categories include:

• Uses correct punctuation when writing sentences, paragraphs, and documents.
• Follows protocols, procedures, and practices of organization when writing letters, memos, reports, or other documents.
• Edits and proofreads documents thoroughly.  Makes the appropriate revisions and corrections prior to distribution to others.
• Uses language that emphasizes a sharing of ideas and information rather than giving advice on what is the “best” way to handle a situation or resolve a problem.  For example, “Here is what I propose we consider...” rather than “This is what we should do…”
• Shares reasons when disagreeing about a topic and offers alternatives.  Does not just say, “I don’t like that approach.” 
• Controls tense situations before they get out of hand. Does not overlook comments or behaviors that suggest the situation is about to escalate.
• Moves beyond emotions to negotiate win-win solutions.  Does not let anger at the person impact ability to see both sides of the issue or ability to reach a compromise.
• Uses a Win-Win and Compromise Discussion Strategy to keep focused when disagreeing with a difficult person:  State the other person’s position, State what you can agree with, State what you cannot agree with, Offer a compromise for a win-win position, and Ask for agreement on the win-win position.
• Summarizes what others say when there is a need to clarify comments or demonstrate understanding.  This involves combining two statements that were said and putting them in your own words.
• Avoids distracting actions that suggest your mind is elsewhere when listening to others.  For example, do not look at your watch, shuffle papers, play with your pencil, tap your foot, or engage in other similar distracting activities.
• Provides facts or information during the negotiation to support personal or individual position.
• Presents desires clearly. Identifies what is acceptable and what is not acceptable.
• Determines when expectations are unrealistic or unattainable.  Adjusts requests when this occurs.
• Prepares handouts for distribution to audience members.  These handouts are relevant to the discussion and to the audience.
• Prepares visual aids that allow for an effective presentation.  These visual aids are appropriate for the audience, topic, and room size.
• Allows sufficient time to deliver presentation.  This includes allowing time to discuss all topics and respond to audience questions.
• Presents information in a structured and easy-to-follow format.  The format includes an Introduction, a Body, and a Conclusion.
• Explains technical terminology and acronyms when talking to callers who are not familiar with language used.
• Uses professional language when talking to callers, which does not include jargon, slang, or overly casual statements.
• Adjusts speaking pace to ensure clarity and understanding by others.  Considers issues like language differences or audience familiarity with the topic.
• Presents non-technical ideas using the appropriate language.  Does not engage in long drawn-out explanations if the other person is already familiar with the topic and the terminology.
• Explains complicated issues clearly and succinctly.  If the topic is difficult to understand, uses various communication strategies to make points clear.