EMPLOYABILITY
So how do we help our students master the
art of talking to the people around them, and
why is conversation still so important?
In the workplace, technology (from email
to instant messaging and tools such as Slack
and WhatsApp) has helped streamline business
communication, but this is sometimes to the
detriment of richer and deeper communication.
Business meetings take place with people
of different ages, with varying mindsets and
from a range of cultures and backgrounds, so
only by communicating face to face will true
connections be made. Conversation is the
verbal invisible connection we have with others,
involving emotion and a real meeting of minds.
Conducted effectively, it can enable the
sharing and growing of ideas.
In an authentic exchange, each party
actively listens, hears and then reciprocates.
In this way, all those taking part can truly
engage with the words, intentions and feelings
behind each conversation. This is an important
advantage of face-to-face conversation.
In other forms of communication, meanings
can get lost or be open to misinterpretation,
and it is often only by speaking with someone
that ideas can be clarified and
misunderstandings cleared up. For example,
use of humour or emojis in written messages
can unintentionally confuse or offend. By having
Tips on mastering
the art of
conversation
at work
Establish your purpose.
Are you imparting
information, requesting
something of
somebody, or just
having a catch-up?
Decide what you intend
to talk about and set
your goals. Do you need
to gain approval or
permission by the end
of the conversation?
Let the other person
speak. Conversation is
a bit like tennis. Each
person needs to take
their turn rather than
dominating the
exchange.
Listen actively. What is
the other person saying
and in what tone of
voice? What language
and body language are
they using; can you
gauge any emotions
from the way they are
speaking? Listening is
as much a part of a
good conversation
as talking.
Be grateful for the other
person’s time. A simple
“thanks” at the end of a
conversation signals
that it has come to an
end and shows your
appreciation of the
other person’s time and
effort in today’s busy
world of work.
real conversations, you can begin to gauge who
the other person is, pick up non-verbal cues and
make better judgements on how to approach
subjects or issues.
Meeting in person also forces you to focus
on the conversation in hand and to ignore
distractions. The ease and speed of technology
that allows us to converse simultaneously with
multiple people on different platforms is a form
of evolution. However, a conversation is like a
good cup of tea. It needs time and space to
develop. Committing to a conversation can be
very rewarding, so show yourself and the other
participants respect by taking your time and
enabling ideas to come to life and evolve.
In addition, whatever your level of seniority
within an organisation, conversations provide
opportunities for you to get your messages
across to colleagues and to have your views and
feelings aired and understood. There is an art
to achieving this without alienating other people.
Committing to a conversation
Truly effective communicators commit to a
conversation with focus and intensity, listening
carefully before offering their point of view. They
are mindful of varying opinions. The real art is
understanding that we can hold different views
and still respect one another. Do not follow the
example of those politicians who refuse to
engage in conversation but repeatedly hammer
home their three key messages.
Body language is a core element of effective
conversations: in the 1970s, Professor Albert
Mehrabian famously concluded that 93% of
communication is non-verbal, comprising body
language (55%) and tone of voice (38%). Subtle
mirroring of body language can help build trust
and understanding within a conversation. Good
eye contact and a smile is an instant way of
demonstrating your willingness to engage.
Nowadays, authentic conversations don’t
actually have to take place in person; we can
use technology to communicate effectively
across countries and time zones. Services such
as Skype and FaceTime time allow us to interact
with sound and real-time images, experiencing
the other person more holistically. However,
whenever you can meet in person, it’s a
worthwhile investment of time. Communicating
this way helps us make that all-important
emotional connection: the human bond
that encourages others to go the extra mile
for you.
Lorraine Ansell is an award-nominated
voice-over artist and studio engineer. She is a
graduate of the Global Alliance in Management
Education (CEMS), a global alliance of academic
and corporate institutions dedicated to educating
and preparing future generations of international
business leaders.
FUTURE TALENTED // 21