Words matter. It doesn’t take much to offend someone (create noise). As an employee, indiscriminate words end up reflecting poorly on you and your work group. Think before you speak, and put yourself in the shoes of the listener before you talk. Have you ever heard someone at work use words or tell stories that offend you? Never use off-color humor, stereotyping, profanity, and criticism of others.

Remember that noise can subvert the point of your message. Using poor grammar may undermine how knowledgeable you come across. Using abusive or off-color language is always unexpected and offensive.

Non-verbal elements include your tone and body language. If you want to communicate effectively and avoid misunderstandings, you need to understand the importance of nonverbal signals. Whether tone or body language, your nonverbal signals can affect your message in these ways:

Non-verbal signals:

• Can repeat your verbal message as when you yell, “Do not!”
• Can contradict your verbal message; frowning and say everything is fine.
• Can substitute for your message. Your eyes and eyebrows can often convey a far more vivid message than words do.
• May add to or compliment your message; saying “congratulations.”
• May accent or underline your message. Shrugging your shoulders or clasping your hands together can reinforce a message.

Friendly people make us feel good. Grouchy people upset us. The difference between the two is tone. Tone includes volume, emotion, and emphasis. Just listen to people talk in a language you do not speak. You can tell if they are friends or competitors simply by tone. When you are at work, always adopt a friendly and congenial tone.

There are four typical habits that supervisors usually do not like:

• Uptalk
• Overuse of “like” or “you know”
• The Growl/Vocal Fry
• Overuse of “ums”

“Uptalk” is a common speech pattern when the student ends a sentence with a rise in the voice that sounds like a question. Young people use it often. Experienced listeners think the student lacks confidence when they use uptalk voice patterns. It is as if they question their own statements.

Saying “like” or “you know” several times in a sentence can be very distracting. The listener can lose the speaker’s train of thought, and they sometimes conclude the speaker is unsure of themselves and uncertain about their statements.

The growl/vocal fry occurs when students end their sentence in a gravely tone that pops or growls. To some supervisors, it creates an impression of insincerity or shallowness.

Almost everyone uses an “um” when they talk now and then. But when it is overused, the listener gets impatient and it leads to interruptions.

Body language cues include eye contact, facial expressions, posture, gestures, and touch.

It is critical to remember that cultural differences influence body language signals and their interpretation. What may be obvious in one culture can mean something different in another culture. Eye contact is a common example. In American majority culture, we are taught that looking people in the eye is a form of respect. In some eastern cultures, the opposite is true: looking at a person full in the face can be considered rude and disrespectful.

Eliminate distractions that will get in the way of listening. If warranted, provide a private setting.

TIP: If your attention is drawn away during an interaction, it is okay to let the speaker know that you were distracted for a moment. If you admit that you checked out for a bit and ask for clarification, the speaker will know that you were trying to listen and just may appreciate your admitting to your brief lapse.

The key is to be respectful and work to serve your customer as best you can.