Principles for good communication

The core principles of good workplace communication

In addition to helping people understand what is expected from them and how they can contribute, communication is also important for expressing emotions, sharing hopes and ambitions, and celebrating and remembering accomplishments. The most basic elements of good communication are:

• treating people with respect
• being genuinely interested in what is being shared with you.

These tips can also help you communicate effectively in your workplace:

• Know your audience – Target your message according to your audience’s needs and interests. As well as explaining ‘what’ and ‘how’, do not forget to explain ‘why’. Understanding ‘why’ is a key motivator for people. 
• Manage the conversation – Know what you want to say. For meetings (large and small), prepare some notes or an agenda, to make sure you cover everything and stay on topic. 
• Use silence as a conversation tool – Do not feel the need to fill the silence in meetings. A pause at the right time can help you emphasise an important point. Silence also allows others to consider your message and develop a thoughtful response. 
• Identify reactions – Learn to read facial expressions and body language. Be willing to adapt your message or approach based on where the conversation is going. 
• Identify potential conflicts – Do this early in the conversation. If you are giving criticism, focus on the problem and not the person. 
• Manage time – Think about the best time to deliver your messages. Timing can affect how well others receive messages. 
• Communicate with confidence – Do not devalue (or overvalue) yourself. Assert yourself with conviction. Be specific. Be aware of your body language in meetings. Make eye contact and smile (if it is appropriate to the context and message you are conveying). 
• Respect the confidentiality of information – This will demonstrate you are trustworthy. 
• Reach a satisfying conclusion – If possible, end a meeting on a positive note. The last thing said or done often stays in mind. 

Know what you want to say. Say it clearly. Expect questions and maybe even some criticism. Be open to adapting your message, depending on people's reactions. 

Principles for talking to someone about their mental ill-health

Conversations about mental ill-health can feel challenging. Many people hesitate to start a conversation about mental health and wellbeing for fear of:

• causing offence or making things worse
• harming their working relationship
• not wanting to get involved
• not being sure how to respond. 

Here are some simple tips that can help:

• Before you say anything, find out what help is available at your workplace (e.g. Do you have an Employee Assistance Program?) or what other support services are available. 
• Consider who should be having the conversation. Are you the best person or would another workmate or someone from human resources be more suitable?
• Find a private space where the person will feel comfortable.
• Make it clear the conversation is not a performance assessment. You are checking in and asking how they are going. 
• Remember there is no one right way of expressing things—the main thing is to be thoughtful and genuine. If what you say does not sound quite right, stop and try again.
• Focus on the person. Ask open questions e.g. How are you going? What’s on your mind? Focus on strengths and abilities, not just issues and problems. 
• Listen without judgement. Remember this is their story, so do not try to guess how it plays out. 
• Do not expect to have all the answers. It is best not to pretend you do. What is important is having the conversation and the support you offer by talking.
• Encourage action such as calling a support line, seeing their GP or contacting the Employee Assistance Program. 
• Reassure them that you will respect their privacy. 
• Check in after the conversation.
• Look after yourself and seek support if you have been affected by the conversation. 

Remember, if a person does not want to talk to you about how they are feeling, respect their choice. But leave the door open for a conversation at another time. 

It never hurts to ask someone if everything is okay. If they don't want to talk, they won't. But having someone ask the question might just be the opening they were waiting for.