The 7Cs of communication, active listening techniques & how can we build conversations that matter?
Georgiana Ghiciuc, PhD
Entrepreneur; trainer and organisational culture consultant, currently getting into shoe design; ??founder of MAD, handcrafted ???? in limited edition capsule collections.
In PART I of our monthly newsletter on communication, we covered the typologies, styles & best practices needed for efficient communication. In PART II, we will focus on active listening, techniques that everyone can (and should) use when communicating, as well as on the 7Cs of communication, the set of principles designed to ensure efficient communication.?
Let’s dive right in!?
The 7 Cs of communication?
The purpose of the 7 Cs principles is to provide a framework for effective communication. These principles help ensure that messages are conveyed clearly, accurately, and efficiently, thereby improving understanding and reducing the potential for misinterpretations. The 7 Cs are:
??Clear
The message should be clear and easily understood. Avoid jargon and complex language. Clarity helps prevent misunderstandings and ensures the recipient knows exactly what is being communicated.
??Concise
The message should be brief and to the point. Avoid unnecessary words or information. Conciseness respects the recipient’s time and keeps their attention focused on the main points.
??Concrete
The message should be specific and backed up by facts. Concrete messages provide a solid foundation for understanding, making communication more reliable and credible.
??Correct
The message should be accurate and free of errors. Correct information enhances the credibility of the communicator and prevents confusion that can arise from mistakes.
??Coherent
The message should be logical and well-organized. Coherence ensures that the message flows smoothly and that all parts of the communication are related and relevant to the main topic.
??Complete
The message should contain all the necessary information. Completeness ensures that the recipient has everything they need to understand and respond appropriately, reducing the need for follow-up questions.
??Courteous
The message should be polite and considerate. Courtesy fosters a positive tone and builds goodwill, which is especially important in maintaining good relationships.
Active listening techniques worth putting into practice?
Active listening is a communication technique that involves fully concentrating on what the speaker says, understanding their message, responding thoughtfully, and remembering the information. It requires the listener to engage with the speaker by giving their undivided attention, avoiding interruptions, and providing feedback through verbal and non-verbal cues to show that they are engaged in the conversation.?
In communication, active listening matters because it:?
The techniques?
#1 Reaffirmation involves acknowledging and restating key points or emotions expressed by the speaker. It shows that you are paying attention and understand their message.
Example:
Speaker: "I'm really stressed about the upcoming project deadline."
Listener: "I hear you. You're feeling stressed about meeting the project deadline."
?? Purpose: This technique reassures the speaker that their message is being heard and understood, fostering a sense of validation and connection.
#2 Summarization involves briefly restating the main points of what the speaker has said to ensure clarity and understanding.
Example:
领英推荐
Speaker: "I've been working late every night this week and still feel like I'm behind."
Listener: "So, you've been putting in extra hours all week but still feel you're not catching up."
?? Purpose: This helps to clarify and confirm the speaker's message, ensuring that both parties are on the same page and reducing the risk of misunderstandings.
#3 Minimal encouragements are small verbal or non-verbal prompts that show the speaker you are engaged and encourage them to continue sharing.
Example:
Verbal: "I see," "Go on," "Yes," "Mm-hmm."
Non-verbal: Nodding, maintaining eye contact.
?? Purpose: These cues signal to the speaker that you are actively listening and interested in what they have to say, promoting a more open and continuous conversation.
#4 Providing feedback involves offering constructive and supportive responses that reflect your understanding and thoughts about the speaker's message.
Example:
Speaker: "I'm not sure if my ideas are good enough for the presentation."
Listener: "Your ideas are innovative and have great potential. Maybe we can brainstorm together to refine them further."
?? Purpose: This technique helps validate the speaker’s feelings and thoughts while also providing constructive input that can help them move forward.
#5 Identifying emotions involves recognizing and articulating emotions expressed by the speaker to demonstrate empathy and understanding.
Example:
Speaker: "I'm so frustrated with how the meeting went."
Listener: "It sounds like you're feeling frustrated about the outcome of the meeting."
?? Purpose: This shows the speaker that you are attuned to their emotional state, helping to build trust and emotional connection.
#6 Probing questions are thoughtful, open-ended questions that encourage the speaker to delve deeper into their thoughts and feelings.
Example:
Speaker: "I'm thinking about switching jobs."
Listener: "What are some of the reasons you're considering a job change? What do you hope to find in a new position?"
?? Purpose: This technique helps the speaker explore their own ideas and feelings more thoroughly, often leading to greater self-awareness and insight.
How can we build conversations that matter??
By asking powerful questions! Will Wise, the author of the book “Ask Powerful Questions. Create Conversations That Matter”, talks about the five key components of a question that is both well-structured and likely to elicit a positive response.
Have a closer look!?
Click on the Slides below.