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Ashley: 54 You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve. Brittany: 57
 * 56-75 || Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills. ||

Kari Howe 
 * || **Total =** || **53** ||  ||

 Score Interpretation
 * ~ **Score** ||~ **Comment** ||
 * 56-75 || Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills. (Read [|below] for more.) ||
 * 36-55 || You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve. (Read [|below] to start.) ||
 * 15-35 || You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships! The rest of this article will direct you to some great tools for improving your communication skills. (Read [|below] to start.) ||

Detailed Interpretation Whenever you communicate with someone else, you and the other person follow the steps of the communication process shown below.  Here, the person who is the source of the communication encodes it into a message, and transmits it through a channel. The receiver decodes the message, and, in one way or another, feeds back understanding or a lack of understanding to the source. By understanding the steps in the process, you can become more aware of your role in it, recognize what you need to do to communicate effectively, anticipate problems before they happen, and improve your overall ability to communicate effectively. The sections below help you do this, and help you improve the way you communicate at each stage of the process. The Source – Planning Your Message (Questions 1, 2, 11) // Your score is 11 out of 15 // Before you start communicating, take a moment to figure out what you want to say, and why. Don't waste your time conveying information that isn't necessary – and don't waste the listener or reader's time either. Too often, people just keep talking or keep writing – because they think that by saying more, they'll surely cover all the points. Often, however, all they do is confuse the people they're talking to. To plan your communication : When you do this, you'll be able to craft a message that will be received positively by your audience. Good communicators use the KISS ("Keep It Simple and Straightforward") principle. They know that less is often more, and that good communication should be efficient as well as effective. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 16px; text-align: left;">Encoding – Creating a Clear, Well-Crafted Message <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 1, 5, 8, 10, 15) <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">// Your score is 16 out of 25 // <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">When you know what you want to say, decide exactly how you'll say it. You're responsible for sending a message that's clear and concise. To achieve this, you need to consider not only what you'll say, but also how you think the recipient will perceive it. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">We often focus on the message that we want to send, and the way in which we'll send it. But if our message is delivered without considering the other person's perspective, it's likely that part of that message will be lost. To communicate more effectively: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">With written communication, make sure that what you write will be perceived the way you intend. Words on a page generally have no emotion – they don't "smile" or "frown" at you while you're reading them (unless you're a very talented writer, of course!) <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">When writing, take time to do the following: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Another important consideration is to use pictures, charts, and diagrams wherever possible. As the saying goes, "a picture speaks a thousand words." Our article on charts and graphs has some great tips that help you to use these to communicate clearly. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Also, whether you speak or write your message, consider the cultural context. If there's potential for miscommunication or misunderstanding due to cultural or language barriers, address these issues in advance. Consult with people who are familiar with these, and do your research so that you're aware of problems you may face. See our articles on Communicating Internationally and Effective Cross-Culture Communication for more help. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 16px; text-align: left;">Choosing the Right Channel <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 7, 11, 13) <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">// Your score is 12 out of 15 // <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Along with encoding the message, you need to choose the best communication channel to use to send it. You want to be efficient, and yet make the most of your communication opportunity. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Using email to send simple directions is practical. However, if you want to delegate a complex task, an email will probably just lead to more questions, so it may be best to arrange a time to speak in person. And if your communication has any negative emotional content, stay well away from email! Make sure that you communicate face to face or by phone, so that you can judge the impact of your words and adjust these appropriately. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">When you determine the best way to send a message, consider the following: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 16px; text-align: left;">Decoding – Receiving and Interpreting a Message <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 3, 6, 12, 14) <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">// Your score is 15 out of 20 // <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">It can be easy to focus on speaking; we want to get our points out there, because we usually have lots to say. However, to be a great communicator, you also need to step back, let the other person talk, and just listen. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">This doesn't mean that you should be passive. Listening is hard work, which is why effective listening is called active listening. To listen actively, give your undivided attention to the speaker: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> Empathic listening also helps you decode a message accurately. To understand a message fully, you have to understand the emotions and underlying feelings the speaker is expressing. This is where an understanding of body language can be useful. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 16px; text-align: left;">Feedback <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> ** (Questions 3, 4, 9) ** <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">// Your score is 12 out of 15 // <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">You need feedback, because without it, you can't be sure that people have understood your message. Sometimes feedback is verbal, and sometimes it's not. We've looked at the importance of asking questions and listening carefully. However, feedback through body language is perhaps the most important source of clues to the effectiveness of your communication. By watching the facial expressions, gestures, and posture of the person you're communicating with, you can spot: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">As a speaker, understanding your listener's body language can give you an opportunity to adjust your message and make it more understandable, appealing, or interesting. As a listener, body language can show you more about what the other person is saying. You can then ask questions to ensure that you have, indeed, understood each other. In both situations, you can better avoid miscommunication if it happens. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Feedback can also be formal. If you're communicating something really important, it can often be worth asking questions of the person you're talking to to make sure that they've understood fully. And if you're receiving this sort of communication, repeat it in your own words to check your understandin.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Understand your objective. Why are you communicating?
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Understand your audience. With whom are you communicating? What do they need to know?
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Plan what you want to say, and how you'll send the message.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Seek feedback on how well your message was received.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Understand what you truly need and want to say.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Anticipate the other person's reaction to your message.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Choose words and body language that allow the other person to really hear what you're saying.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Review your style.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Avoid jargon or slang.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Check your grammar and punctuation.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Check also for tone, attitude, nuance, and other subtleties. If you think the message may be misunderstood, it probably will. Take the time to clarify it!
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Familiarize yourself with your company's writing policies.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">The sensitivity and emotional content of the subject.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">How easy it is to communicate detail.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">The receiver's preferences.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Time constraints.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">The need to ask and answer questions.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Look at the person.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Pay attention to his or her body language.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Avoid distractions.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Nod and smile to acknowledge points.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Occasionally think back about what the person has said.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Allow the person to speak, without thinking about what you'll say next.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Don't interrupt.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Confidence levels.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Defensiveness.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Agreement.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Comprehension (or lack of understanding).
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Level of interest.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Level of engagement with the message.
 * <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; font-size: 12px; text-align: left;">Truthfulness (or lying/dishonesty).

<span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">

<span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Joshua Slezak: <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Score: 39 <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">

Detailed Interpretation
Whenever you communicate with someone else, you and the other person follow the steps of the communication process shown below. Here, the person who is the source of the communication encodes it into a message, and transmits it through a channel. The receiver decodes the message, and, in one way or another, feeds back understanding or a lack of understanding to the source. By understanding the steps in the process, you can become more aware of your role in it, recognize what you need to do to communicate effectively, anticipate problems before they happen, and improve your overall ability to communicate effectively. The sections below help you do this, and help you improve the way you communicate at each stage of the process.

The Source – Planning Your Message
(Questions 1, 2, 11) // Your score is 8 out of 15 // Before you start communicating, take a moment to figure out what you want to say, and why. Don't waste your time conveying information that isn't necessary – and don't waste the listener or reader's time either. Too often, people just keep talking or keep writing – because they think that by saying more, they'll surely cover all the points. Often, however, all they do is confuse the people they're talking to. To plan your communication : When you do this, you'll be able to craft a message that will be received positively by your audience. Good communicators use the KISS ("Keep It Simple and Straightforward") principle. They know that less is often more, and that good communication should be efficient as well as effective.
 * Understand your objective. Why are you communicating?
 * Understand your audience. With whom are you communicating? What do they need to know?
 * Plan what you want to say, and how you'll send the message.
 * Seek feedback on how well your message was received.

Encoding – Creating a Clear, Well-Crafted Message
(Questions 1, 5, 8, 10, 15) // Your score is 12 out of 25 // When you know what you want to say, decide exactly how you'll say it. You're responsible for sending a message that's clear and concise. To achieve this, you need to consider not only what you'll say, but also how you think the recipient will perceive it. We often focus on the message that we want to send, and the way in which we'll send it. But if our message is delivered without considering the other person's perspective, it's likely that part of that message will be lost. To communicate more effectively: With written communication, make sure that what you write will be perceived the way you intend. Words on a page generally have no emotion – they don't "smile" or "frown" at you while you're reading them (unless you're a very talented writer, of course!) When writing, take time to do the following: Another important consideration is to use pictures, charts, and diagrams wherever possible. As the saying goes, "a picture speaks a thousand words." Our article on charts and graphs has some great tips that help you to use these to communicate clearly. Also, whether you speak or write your message, consider the cultural context. If there's potential for miscommunication or misunderstanding due to cultural or language barriers, address these issues in advance. Consult with people who are familiar with these, and do your research so that you're aware of problems you may face. See our articles on Communicating Internationally and Effective Cross-Culture Communication for more help.
 * Understand what you truly need and want to say.
 * Anticipate the other person's reaction to your message.
 * Choose words and body language that allow the other person to really hear what you're saying.
 * Review your style.
 * Avoid jargon or slang.
 * Check your grammar and punctuation.
 * Check also for tone, attitude, nuance, and other subtleties. If you think the message may be misunderstood, it probably will. Take the time to clarify it!
 * Familiarize yourself with your company's writing policies.

Choosing the Right Channel
(Questions 7, 11, 13) // Your score is 7 out of 15 // Along with encoding the message, you need to choose the best communication channel to use to send it. You want to be efficient, and yet make the most of your communication opportunity. Using email to send simple directions is practical. However, if you want to delegate a complex task, an email will probably just lead to more questions, so it may be best to arrange a time to speak in person. And if your communication has any negative emotional content, stay well away from email! Make sure that you communicate face to face or by phone, so that you can judge the impact of your words and adjust these appropriately. When you determine the best way to send a message, consider the following:
 * The sensitivity and emotional content of the subject.
 * How easy it is to communicate detail.
 * The receiver's preferences.
 * Time constraints.
 * The need to ask and answer questions.

Decoding – Receiving and Interpreting a Message
(Questions 3, 6, 12, 14) // Your score is 13 out of 20 // It can be easy to focus on speaking; we want to get our points out there, because we usually have lots to say. However, to be a great communicator, you also need to step back, let the other person talk, and just listen. This doesn't mean that you should be passive. Listening is hard work, which is why effective listening is called active listening. To listen actively, give your undivided attention to the speaker: Empathic listening also helps you decode a message accurately. To understand a message fully, you have to understand the emotions and underlying feelings the speaker is expressing. This is where an understanding of body language can be useful.
 * Look at the person.
 * Pay attention to his or her body language.
 * Avoid distractions.
 * Nod and smile to acknowledge points.
 * Occasionally think back about what the person has said.
 * Allow the person to speak, without thinking about what you'll say next.
 * Don't interrupt.

Feedback
** (Questions 3, 4, 9) ** // Your score is 7 out of 15 // You need feedback, because without it, you can't be sure that people have understood your message. Sometimes feedback is verbal, and sometimes it's not. We've looked at the importance of asking questions and listening carefully. However, feedback through body language is perhaps the most important source of clues to the effectiveness of your communication. By watching the facial expressions, gestures, and posture of the person you're communicating with, you can spot: As a speaker, understanding your listener's body language can give you an opportunity to adjust your message and make it more understandable, appealing, or interesting. As a listener, body language can show you more about what the other person is saying. You can then ask questions to ensure that you have, indeed, understood each other. In both situations, you can better avoid miscommunication if it happens. Feedback can also be formal. If you're communicating something really important, it can often be worth asking questions of the person you're talking to to make sure that they've understood fully. And if you're receiving this sort of communication, repeat it in your own words to check your understanding. <span style="background-color: #ffffff; color: #505050; display: block; font-family: inherit; text-align: center;">
 * Confidence levels.
 * Defensiveness.
 * Agreement.
 * Comprehension (or lack of understanding).
 * Level of interest.
 * Level of engagement with the message.
 * Truthfulness (or lying/dishonesty).

Key Points
<span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> It can take a lot of effort to communicate effectively. However, you need to be able to communicate well if you're going to make the most of the opportunities that life has to offer. By learning the skills you need to communicate effectively, you can learn how to communicate your ideas clearly and effectively, and understand much more of the information that's conveyed to you. As either a speaker or a listener, or as a writer or a reader, you're responsible for making sure that the message is communicated accurately. Pay attention to words and actions, ask questions, and watch body language. These will all help you ensure that you say what you mean, and hear what is intended. <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">

<span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Gabe Miller <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">Score: 44 <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;"> <span style="background-color: #ffffff; color: #505050; display: block; font-family: arial,verdana,helvetica,sans-serif; font-size: 12px; text-align: left;">

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 18px; text-align: left;">Score Interpretation

 * ~ **Score** ||~ **Comment** ||
 * 56-75 || Excellent! You understand your role as a communicator, both when you send messages, and when you receive them. You anticipate problems, and you choose the right ways of communicating. People respect you for your ability to communicate clearly, and they appreciate your listening skills. (Read [|below] for more.) ||
 * 36-55 || You're a capable communicator, but you sometimes experience communication problems. Take the time to think about your approach to communication, and focus on receiving messages effectively, as much as sending them. This will help you improve. (Read [|below] to start.) ||
 * 15-35 || You need to keep working on your communication skills. You are not expressing yourself clearly, and you may not be receiving messages correctly either. The good news is that, by paying attention to communication, you can be much more effective at work, and enjoy much better working relationships! The rest of this article will direct you to some great tools for improving your communication skills. (Read [|below] to start.) ||

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 18px; text-align: left;">Detailed Interpretation
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">Whenever you communicate with someone else, you and the other person follow the steps of the communication process shown below. Here, the person who is the source of the communication encodes it into a message, and transmits it through a channel. The receiver decodes the message, and, in one way or another, feeds back understanding or a lack of understanding to the source. By understanding the steps in the process, you can become more aware of your role in it, recognize what you need to do to communicate effectively, anticipate problems before they happen, and improve your overall ability to communicate effectively. The sections below help you do this, and help you improve the way you communicate at each stage of the process.

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 16px; text-align: left;">The Source – Planning Your Message
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 1, 2, 11) // Your score is 6 out of 15 // Before you start communicating, take a moment to figure out what you want to say, and why. Don't waste your time conveying information that isn't necessary – and don't waste the listener or reader's time either. Too often, people just keep talking or keep writing – because they think that by saying more, they'll surely cover all the points. Often, however, all they do is confuse the people they're talking to. To plan your communication : <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">When you do this, you'll be able to craft a message that will be received positively by your audience. Good communicators use the KISS ("Keep It Simple and Straightforward") principle. They know that less is often more, and that good communication should be efficient as well as effective.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Understand your objective. Why are you communicating?
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Understand your audience. With whom are you communicating? What do they need to know?
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Plan what you want to say, and how you'll send the message.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Seek feedback on how well your message was received.

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 16px; text-align: left;">Encoding – Creating a Clear, Well-Crafted Message
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 1, 5, 8, 10, 15) // Your score is 12 out of 25 // When you know what you want to say, decide exactly how you'll say it. You're responsible for sending a message that's clear and concise. To achieve this, you need to consider not only what you'll say, but also how you think the recipient will perceive it. We often focus on the message that we want to send, and the way in which we'll send it. But if our message is delivered without considering the other person's perspective, it's likely that part of that message will be lost. To communicate more effectively: <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">With written communication, make sure that what you write will be perceived the way you intend. Words on a page generally have no emotion – they don't "smile" or "frown" at you while you're reading them (unless you're a very talented writer, of course!) When writing, take time to do the following: <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">Another important consideration is to use pictures, charts, and diagrams wherever possible. As the saying goes, "a picture speaks a thousand words." Our article on charts and graphs has some great tips that help you to use these to communicate clearly. Also, whether you speak or write your message, consider the cultural context. If there's potential for miscommunication or misunderstanding due to cultural or language barriers, address these issues in advance. Consult with people who are familiar with these, and do your research so that you're aware of problems you may face. See our articles on Communicating Internationally and Effective Cross-Culture Communication for more help.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Understand what you truly need and want to say.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Anticipate the other person's reaction to your message.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Choose words and body language that allow the other person to really hear what you're saying.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Review your style.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Avoid jargon or slang.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Check your grammar and punctuation.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Check also for tone, attitude, nuance, and other subtleties. If you think the message may be misunderstood, it probably will. Take the time to clarify it!
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Familiarize yourself with your company's writing policies.

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 16px; text-align: left;">Choosing the Right Channel
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 7, 11, 13) // Your score is 9 out of 15 // Along with encoding the message, you need to choose the best communication channel to use to send it. You want to be efficient, and yet make the most of your communication opportunity. Using email to send simple directions is practical. However, if you want to delegate a complex task, an email will probably just lead to more questions, so it may be best to arrange a time to speak in person. And if your communication has any negative emotional content, stay well away from email! Make sure that you communicate face to face or by phone, so that you can judge the impact of your words and adjust these appropriately. When you determine the best way to send a message, consider the following:
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">The sensitivity and emotional content of the subject.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">How easy it is to communicate detail.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">The receiver's preferences.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Time constraints.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">The need to ask and answer questions.

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 16px; text-align: left;">Decoding – Receiving and Interpreting a Message
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">(Questions 3, 6, 12, 14) // Your score is 12 out of 20 // It can be easy to focus on speaking; we want to get our points out there, because we usually have lots to say. However, to be a great communicator, you also need to step back, let the other person talk, and just listen. This doesn't mean that you should be passive. Listening is hard work, which is why effective listening is called active listening. To listen actively, give your undivided attention to the speaker: <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;"> Empathic listening also helps you decode a message accurately. To understand a message fully, you have to understand the emotions and underlying feelings the speaker is expressing. This is where an understanding of body language can be useful.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Look at the person.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Pay attention to his or her body language.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Avoid distractions.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Nod and smile to acknowledge points.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Occasionally think back about what the person has said.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Allow the person to speak, without thinking about what you'll say next.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Don't interrupt.

<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 16px; text-align: left;">Feedback
<span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;"> ** (Questions 3, 4, 9) ** // Your score is 13 out of 15 // You need feedback, because without it, you can't be sure that people have understood your message. Sometimes feedback is verbal, and sometimes it's not. We've looked at the importance of asking questions and listening carefully. However, feedback through body language is perhaps the most important source of clues to the effectiveness of your communication. By watching the facial expressions, gestures, and posture of the person you're communicating with, you can spot: <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-size: 12px; text-align: left;">As a speaker, understanding your listener's body language can give you an opportunity to adjust your message and make it more understandable, appealing, or interesting. As a listener, body language can show you more about what the other person is saying. You can then ask questions to ensure that you have, indeed, understood each other. In both situations, you can better avoid miscommunication if it happens. Feedback can also be formal. If you're communicating something really important, it can often be worth asking questions of the person you're talking to to make sure that they've understood fully. And if you're receiving this sort of communication, repeat it in your own words to check your understanding
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Confidence levels.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Defensiveness.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Agreement.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Comprehension (or lack of understanding).
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Level of interest.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Level of engagement with the message.
 * <span style="background-color: #ffffff; color: #505050; font-family: Arial,Verdana,Helvetica,sans-serif; font-family: inherit; font-size: 12px; text-align: left;">Truthfulness (or lying/dishonesty).