Communication Skills

Clarity, Conciseness, Concreteness, Correctness, Coherence, Completeness, Courtesy — a framework ensuring messages are effective and well-received.

Fully concentrating on the speaker, understanding their message, responding thoughtfully, and retaining what was said — rather than passively hearing words. Involves eye contact, nodding, paraphrasing, and asking clarifying questions.

Words (7%), Tone of voice (38%), and Body language (55%) — applies specifically to conveying feelings and attitudes, not all communication.

Communication without words. Examples: facial expressions, gestures, posture, eye contact, personal space (proxemics), touch (haptics), and appearance.

Assertive: expressing needs/opinions clearly and respectfully while considering others' rights.
Aggressive: expressing needs/opinions in a hostile way that violates others' rights.

1. Passive — avoids expressing feelings
2. Aggressive — expresses at others' expense
3. Passive-aggressive — appears passive but acts out indirectly
4. Assertive — expresses clearly and respectfully (ideal)

A statement framed as "I feel ___ when ___ because ___." It expresses feelings without blaming others, reducing defensiveness. Example: "I feel frustrated when meetings start late because it cuts into my work time."

Listening with the intent to understand the speaker's perspective and emotions, not just their words. You reflect feelings back: "It sounds like you're feeling overwhelmed."

Delivering constructive criticism between two positive comments:
1. Positive feedback
2. Constructive criticism
3. Positive encouragement
Helps the receiver stay open to improvement.

It confirms understanding by restating the speaker's message in your own words. Shows active listening and helps clarify misunderstandings. Example: "So what you're saying is…"

A shared belief that the team is safe for interpersonal risk-taking — members feel comfortable speaking up, asking questions, admitting mistakes, and proposing ideas without fear of punishment or embarrassment.

The ability to recognize, understand, and manage your own emotions and those of others. Key components: self-awareness, self-regulation, motivation, empathy, and social skills (Daniel Goleman's model).