26 Principles of Floral Design Communication Skills Communication is important on the job just as in everyday life. To succeed, you must have good verbal and nonverbal communication skills. Verbal communication includes writing, speaking, and listening. Nonverbal communication, also referred to as body language, involves communicating without using words and can include facial expressions, gestures, and posture. To be a good communicator at work, it is important to be profi cient in all forms of communication. When communicating verbally, express yourself clearly and directly, whether writing an e-mail, talking to someone on the telephone, or talking face-to-face. When composing e-mails, memos, or other forms of written communication, always use good grammar and minimize errors. Write your thoughts clearly, legibly, and concisely and be sure to read through your messages before you send them. Be polite and professional in all forms of communication. When talking with your employer, coworkers, or customers in tense circumstances, keep calm and be tactful. Maintain your composure and diffuse uncomfortable situations. A good rule of thumb is to never say something you would not want your grandmother to hear you say. Remember, future bosses or business contacts may be observing how you communicate with others in all forms. While working with customers or others on the phone, your tone is important. Your moods are refl ected by the intonation or sounds of your voice. Handle phone sales as if you are speaking to a customer in person. Smile while you speak so that your enthusiasm is evident on the other end of the line. Be aware of how your voice sounds to others. High-pitched voices are not as easily heard by some people. Practice listening to yourself. It is helpful to speak slowly, use good diction, and avoid drinking or eating while on the phone. Whether on the phone or in person, always listen carefully to what others are saying. Listening is one of the best ways to be a good communicator. If you are not a good listener, it will be hard to understand what you are being asked to do. Practice listening to become a stronger listener. When we interact with others, we are continuously giving and receiving wordless signals through nonverbal communication. The way we sit, the gestures and facial expressions we make, how we stand, and how we make eye contact all send signals to others about our mood and demeanor. Be aware of your posture and other nonverbal signals to make sure you are conveying a positive and professional attitude. Social Media When using social media for communication in business, be mindful of your interactions and your manners. Social media is a powerful tool for businesses, but it must be used carefully and responsibly. If your job requires you to have a social media presence, keep business information separate from your personal information. Avoid sharing personal details such as your social plans in business-related posts. Pro Tip Communicate regularly with your supervisor. Do not be afraid to ask questions or to ask for advice if you encounter difficulty with a task. Your supervisor will respect your willingness to learn. Copyright Goodheart-Willcox Co., Inc.