Effective Communication

effective commmunicationEffective communication is absolutely essential in the development and implementation of a Quality, Safety or Environmental management system. The following points describe techniques which should be used to ensure effective communications:

  • Using active listening techniques
  • Using open and/or closed questions
  • Speaking clearly and concisely
  • Using appropriate language and tone of voice
  • Giving listeners your full attention
  • Maintaining eye-contact (for face-to-face interactions), except where eye contact may be culturally inappropriate
  • Using non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
  • Using clear written information/communication
  • Handling sensitive and confidential issues

For more information here are some links to great communication articles:

Are you listening to me? Communicate with customers: http://www.clickz.com/showPage.html?page=3395791

Be sure customers can communicate with you: http://sbinfocanada.about.com/library/biztips/bl_biztips_27.htm

The best channel to communicate with customers: http://www.smallbizsurvival.com/2008/04/best-channel-to-communicate-with.html