Why communication matters
Whatever your job role, you will spend much of your day communicating: taking instructions, helping customers, updating your supervisor and working with your team. Employers in every sector look for people who communicate clearly and politely, and good communication often helps people grow into supervisory roles.
Listen first
- Give the speaker your full attention and do not interrupt.
- Note down instructions, especially numbers, names and deadlines.
- Repeat key points back to check you have understood: “So you need the report by 4 o’clock, is that right?”
- If something is unclear, ask. It is better to ask than to guess and get it wrong.
Speak clearly and politely
- Use simple words and speak at a steady pace.
- Use “please”, “thank you” and “sorry” naturally.
- Keep your tone calm, even when you are busy or under pressure.
- Many workplaces in India use both Hindi and English. Use the language the other person is comfortable with, and do not let the fear of making mistakes in English stop you from speaking. Practise a little every day.
Keep your supervisor informed
- Share updates before you are asked, especially if work will be delayed.
- When you report a problem, explain what happened and, if possible, suggest a solution.
- Admit mistakes early. A problem is much easier to fix when people know about it.
Write well
- Email. Use a clear subject line, a polite greeting, short paragraphs and a sign-off with your name. Read it once before sending.
- Work messaging groups. Keep messages professional and to the point. Avoid forwards, jokes and late-night messages, and never share confidential information.
- Notes and records. Write clearly so that others can understand, especially in shift notes or customer records.
On the phone
Greet the caller with your name and your organisation’s name, speak clearly and note messages accurately, including the caller’s name, number and reason for calling. If you promise to call back, do so.
Body language
Make eye contact, stand or sit upright and keep a friendly expression. Crossed arms, looking at your phone or turning away can make you seem uninterested, even when you are not.
Handling disagreements
Stay calm, focus on the issue rather than the person, and talk privately instead of in front of others. Listen to the other side before giving yours. If you cannot resolve it, ask your supervisor for help.
Next steps
Good communication also helps you serve customers well. Read Customer Service Basics and Workplace Etiquette and Professional Conduct. To build job-ready skills, send a training enquiry.