good paraphrasing skills are essential to being an effective communicator

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Mastering communication: paraphrasing and summarizing skills.

Two very useful skills in communicating with others, including when coaching and facilitating, are paraphrasing and summarizing the thoughts of others.

How to Paraphrase When Communicating and Coaching With Others

Paraphrasing is repeating in your words what you interpreted someone else to be saying. Paraphrasing is powerful means to further the understanding of the other person and yourself, and can greatly increase the impact of another’s comments. It can translate comments so that even more people can understand them. When paraphrasing:

• Put the focus of the paraphrase on what the other person implied, not on what you wanted him/her to imply, e.g., don’t say, “I believe what you meant to say was …”. Instead, say “If I’m hearing you right, you conveyed that …?”
• Phrase the paraphrase as a question, “So you’re saying that …?”, so that the other person has the responsibility and opportunity to refine his/her original comments in response to your question.
• Put the focus of the paraphrase on the other person, e.g., if the person said, “I don’t get enough resources to do what I want,” then don’t paraphrase, “We probably all don’t get what we want, right?”
• Put the ownership of the paraphrase on yourself, e.g., “If I’m hearing you right …?” or “If I understand you correctly …?”
• Put the ownership of the other person’s words on him/her, e.g., say “If I understand you right, you’re saying that …?” or “… you believe that …?” or “… you feel that …?”
• In the paraphrase, use some of the words that the other person used. For example, if the other person said, “I think we should do more planning around here.” You might paraphrase, “If I’m hearing you right in this strategic planning workshop, you believe that more strategic planning should be done in our community?”
• Don’t judge or evaluate the other person’s comments, e.g., don’t say, “I wonder if you really believe that?” or “Don’t you feel out-on-a-limb making that comment?”
• You can use a paraphrase to validate your impression of the other’s comments, e.g., you could say, “So you were frustrated when …?”
• The paraphrase should be shorter than the original comments made by the other person.
• If the other person responds to your paraphrase that you still don’t understand him/her, then give the other person 1-2 chances to restate his position. Then you might cease the paraphrasing; otherwise, you might embarrass or provoke the other person.

How to Effectively Summarize

A summary is a concise overview of the most important points from a communication, whether it’s from a conversation, presentation or document. Summarizing is a very important skill for an effective communicator.

A good summary can verify that people are understanding each other, can make communications more efficient, and can ensure that the highlights of communications are captured and utilized.

When summarizing, consider the following guidelines:

• When listening or reading, look for the main ideas being conveyed.
• Look for any one major point that comes from the communication. What is the person trying to accomplish in the communication?
• Organize the main ideas, either just in your mind or written down.
• Write a summary that lists and organizes the main ideas, along with the major point of the communicator.
• The summary should always be shorter than the original communication.
• Does not introduce any new main points into the summary – if you do, make it clear that you’re adding them.
• If possible, have other readers or listeners also read your summary and tell you if it is understandable, accurate and complete.

For many related, free online resources, see the following Free Management Library’s topics:

• All About Personal and Professional Coaching
• Communications Skills
• Skills in Questioning
• Team Building
• LinkedIn Discussion Group about “Coaching for Everyone”

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Carter McNamara, MBA, PhD – Authenticity Consulting, LLC – 763-971-8890 Read my blogs: Boards , Consulting and OD , and Strategic Planning .

Carter McNamara

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Paraphrasing and Summarizing

Summing up key ideas in your own words.

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Make complex information easier to digest!

Imagine you're preparing a presentation for your CEO. You asked everyone in your team to contribute, and they all had plenty to say!

But now you have a dozen reports, all in different styles, and your CEO says that she can spare only 10 minutes to read the final version. What do you do?

The solution is to paraphrase and summarize the reports, so your boss gets only the key information that she needs, in a form that she can process quickly.

In this article, we explain how to paraphrase and how to summarize, and how to apply these techniques to text and the spoken word. We also explore the differences between the two skills, and point out the pitfalls to avoid.

What Is Paraphrasing?

When you paraphrase, you use your own words to express something that was written or said by another person.

Putting it into your own words can clarify the message, make it more relevant to your audience   , or give it greater impact.

You might use paraphrased material to support your own argument or viewpoint. Or, if you're putting together a report   , presentation   or speech   , you can use paraphrasing to maintain a consistent style, and to avoid lengthy quotations from the original text or conversation.

Paraphrased material should keep its original meaning and (approximate) length, but you can use it to pick out a single point from a longer discussion.

What Is Summarizing?

In contrast, a summary is a brief overview of an entire discussion or argument. You might summarize a whole research paper or conversation in a single paragraph, for example, or with a series of bullet points, using your own words and style.

People often summarize when the original material is long, or to emphasize key facts or points. Summaries leave out detail or examples that may distract the reader from the most important information, and they simplify complex arguments, grammar and vocabulary.

Used correctly, summarizing and paraphrasing can save time, increase understanding, and give authority and credibility to your work. Both tools are useful when the precise wording of the original communication is less important than its overall meaning.

How to Paraphrase Text

To paraphrase text, follow these four steps:

1. Read and Make Notes

Carefully read the text that you want to paraphrase. Highlight, underline or note down important terms and phrases that you need to remember.

2. Find Different Terms

Find equivalent words or phrases (synonyms) to use in place of the ones that you've picked out. A dictionary, thesaurus or online search can be useful here, but take care to preserve the meaning of the original text, particularly if you're dealing with technical or scientific terms.

3. Put the Text into Your Own Words

Rewrite the original text, line by line. Simplify   the grammar and vocabulary, adjust the order of the words and sentences, and replace "passive" expressions with "active" ones (for example, you could change "The new supplier was contacted by Nusrat" to "Nusrat contacted the new supplier").

Remove complex clauses, and break longer sentences into shorter ones. All of this will make your new version easier to understand   .

4. Check Your Work

Check your work by comparing it to the original. Your paraphrase should be clear and simple, and written in your own words. It may be shorter, but it should include all of the necessary detail.

Paraphrasing: an Example

Despite the undoubted fact that everyone's vision of what constitutes success is different, one should spend one's time establishing and finalizing one's personal vision of it. Otherwise, how can you possibly understand what your final destination might be, or whether or not your decisions are assisting you in moving in the direction of the goals which you've set yourself?

The two kinds of statement – mission and vision – can be invaluable to your approach, aiding you, as they do, in focusing on your primary goal, and quickly identifying possibilities that you might wish to exploit and explore.

We all have different ideas about success. What's important is that you spend time defining your version of success. That way, you'll understand what you should be working toward. You'll also know if your decisions are helping you to move toward your goals.

Used as part of your personal approach to goal-setting, mission and vision statements are useful for bringing sharp focus to your most important goal, and for helping you to quickly identify which opportunities you should pursue.

How to Paraphrase Speech

In a conversation – a meeting or coaching session, for example – paraphrasing is a good way to make sure that you have correctly understood what the other person has said.

This requires two additional skills: active listening   and asking the right questions   .

Useful questions include:

• If I hear you correctly, you're saying that…?
• So you mean that…? Is that right?
• Did I understand you when you said that…?

You can use questions like these to repeat the speaker's words back to them. For instance, if the person says, "We just don't have the funds available for these projects," you could reply: "If I understand you correctly, you're saying that our organization can't afford to pay for my team's projects?"

This may seem repetitive, but it gives the speaker the opportunity to highlight any misunderstandings, or to clarify their position.

When you're paraphrasing conversations in this way, take care not to introduce new ideas or information, and not to make judgements on what the other person has said, or to "spin" their words toward what you want to hear. Instead, simply restate their position as you understand it.

Sometimes, you may need to paraphrase a speech or a presentation. Perhaps you want to report back to your team, or write about it in a company blog, for example.

In these cases it's a good idea to make summary notes as you listen, and to work them up into a paraphrase later. (See How to Summarize Text or Speech, below.)

How to Summarize Text or Speech

Follow steps 1-5 below to summarize text. To summarize spoken material – a speech, a meeting, or a presentation, for example – start at step 3.

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1. Get a General Idea of the Original

First, speed read   the text that you're summarizing to get a general impression of its content. Pay particular attention to the title, introduction, conclusion, and the headings and subheadings.

2. Check Your Understanding

Build your comprehension of the text by reading it again more carefully. Check that your initial interpretation of the content was correct.

3. Make Notes

Take notes on what you're reading or listening to. Use bullet points, and introduce each bullet with a key word or idea. Write down only one point or idea for each bullet.

If you're summarizing spoken material, you may not have much time on each point before the speaker moves on. If you can, obtain a meeting agenda, a copy of the presentation, or a transcript of the speech in advance, so you know what's coming.

Make sure your notes are concise, well-ordered, and include only the points that really matter.

The Cornell Note-Taking System   is an effective way to organize your notes as you write them, so that you can easily identify key points and actions later. Our article, Writing Meeting Notes   , also contains plenty of useful advice.

4. Write Your Summary

Bullet points or numbered lists are often an acceptable format for summaries – for example, on presentation slides, in the minutes of a meeting, or in Key Points sections like the one at the end of this article.

However, don't just use the bulleted notes that you took in step 3. They'll likely need editing or "polishing" if you want other people to understand them.

Some summaries, such as research paper abstracts, press releases, and marketing copy, require continuous prose. If this is the case, write your summary as a paragraph, turning each bullet point into a full sentence.

Aim to use only your own notes, and refer to original documents or recordings only if you really need to. This helps to ensure that you use your own words.

If you're summarizing speech, do so as soon as possible after the event, while it's still fresh in your mind.

5. Check Your Work

Your summary should be a brief but informative outline of the original. Check that you've expressed all of the most important points in your own words, and that you've left out any unnecessary detail.

Summarizing: an Example

So how do you go about identifying your strengths and weaknesses, and analyzing the opportunities and threats that flow from them? SWOT Analysis is a useful technique that helps you to do this.

What makes SWOT especially powerful is that, with a little thought, it can help you to uncover opportunities that you would not otherwise have spotted. And by understanding your weaknesses, you can manage and eliminate threats that might otherwise hurt your ability to move forward in your role.

If you look at yourself using the SWOT framework, you can start to separate yourself from your peers, and further develop the specialized talents and abilities that you need in order to advance your career and to help you achieve your personal goals.

SWOT Analysis is a technique that helps you identify strengths, weakness, opportunities, and threats. Understanding and managing these factors helps you to develop the abilities you need to achieve your goals and progress in your career.

Permission and Citations

If you intend to publish or circulate your document, it's important to seek permission from the copyright holder of the material that you've paraphrased or summarized. Failure to do so can leave you open to allegations of plagiarism, or even legal action.

It's good practice to cite your sources with a footnote, or with a reference in the text to a list of sources at the end of your document. There are several standard citation styles – choose one and apply it consistently, or follow your organization's house style guidelines.

As well as acknowledging the original author, citations tell you, the reader, that you're reading paraphrased or summarized material. This enables you to check the original source if you think that someone else's words may have been misused or misinterpreted.

Some writers might use others' ideas to prop up their own, but include only what suits them, for instance. Others may have misunderstood the original arguments, or "twisted" them by adding their own material.

If you're wary, or you find problems with the work, you may prefer to seek more reliable sources of information. (See our article, How to Spot Real and Fake News   , for more on this.)

Paraphrasing means rephrasing text or speech in your own words, without changing its meaning. Summarizing means cutting it down to its bare essentials. You can use both techniques to clarify and simplify complex information or ideas.

To paraphrase text:

• Read and make notes.
• Find different terms.
• Put the text into your own words.
• Check your work.

You can also use paraphrasing in a meeting or conversation, by listening carefully to what's being said and repeating it back to the speaker to check that you have understood it correctly.

To summarize text or speech:

• Get a general idea of the original.
• Check your understanding.
• Make notes.
• Write your summary.

Seek permission for any copyrighted material that you use, and cite it appropriately.

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Comments (10)

• Over a month ago Midgie wrote Hi sahibaMehry, My view is that we paraphrase the meaning and essence of what has been said, rather than sentence by sentence or word for word. If you are to use the exact words, that would be 'quoting' someone. Hope that helps. Midgie Mind Tools Team
• Over a month ago sahibaMehry wrote Hello could you please answer my question do we need to paraphrase sentences in summarizing or not we should summarize it word to word?
• Over a month ago Michele wrote Hi SabrinaSeo, You are most welcome. We hope the information in the article was helpful. Michele Mind Tools Team

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Paraphrasing Examples for Better Communication

Paraphrasing is a vital communication skill that helps simplify complex ideas, foster understanding, and enhance interpersonal relationships

Why is paraphrasing important for better communication?

Paraphrasing is crucial for better communication because it helps simplify complex ideas, making them easier for the audience to understand. It also demonstrates active listening and engagement, fosters empathy, and allows for effective communication across diverse cultural backgrounds.

What are some tips for effective paraphrasing?

To paraphrase effectively, read and understand the original content thoroughly. Use your own words and sentence structure while maintaining the overall meaning and context. Incorporate synonyms and alternative phrasing where appropriate, and remember to cite the source if using specific ideas or information from it.

How can paraphrasing enhance relationships in personal and professional settings?

Paraphrasing can enhance relationships by showing that you have understood and considered the speaker's perspective, leading to greater empathy and rapport. In professional settings, it can promote collaboration and understanding among team members, while in personal relationships, it fosters effective communication and mutual understanding.

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Effective communication is vital in today's fast-paced world. Paraphrasing is a valuable tool that helps people convey complex ideas and information in a simplified and understandable manner. Here we will discuss the importance of paraphrasing for better communication and provide examples that demonstrate its application in different contexts.

What is Paraphrasing?

Paraphrasing involves expressing the ideas, thoughts, or information found in another source using your own words. It is a vital skill in many professional, academic, and everyday situations where accurate and clear communication is necessary. The goal of paraphrasing is to simplify or clarify the original message while maintaining its essence and meaning.

Why is Paraphrasing Important for Better Communication?

• Improved Understanding: Paraphrasing helps in breaking down complex ideas and jargon into simpler language, making it easier for your audience to grasp the message you are trying to convey.
• Avoiding Plagiarism: In academic and professional settings, paraphrasing is essential to avoid plagiarism, which can have severe consequences for one's reputation and career.
• Active Listening: Paraphrasing demonstrates active listening and engagement in a conversation, showing that you have understood and considered the speaker's perspective.
• Enhancing Relationships: Paraphrasing can foster empathy and rapport between the communicator and the recipient, promoting collaboration and understanding in personal and professional relationships.
• Cultural Sensitivity: Paraphrasing can help in adapting the message to suit the cultural context and language of the audience, ensuring effective communication across different backgrounds.

Tips for Effective Paraphrasing

• Read and understand the original content thoroughly.
• Use your own words and sentence structure.
• Maintain the overall meaning and context of the original source.
• Use synonyms and alternative phrasing where appropriate.
• Cite the source if you are using specific ideas or information from it.

Original Statement (1): The current rate of global warming is alarming, and if we don't take significant steps to reduce our carbon footprint, the consequences could be catastrophic for future generations.

Paraphrase Example: The speed at which our planet is heating up is deeply concerning, and if we don't make substantial efforts to lower our carbon emissions, the impact on our descendants could be disastrous.

Original Statement (2): Many companies now offer flexible work arrangements, including remote work and flextime, which provide employees with better work-life balance and increased job satisfaction.

Paraphrase Example: Numerous businesses are now introducing adaptable work options, such as working from home and flexible hours, leading to an improved balance between personal and professional life and higher employee contentment.

Original Statement (3): A well-balanced diet, regular exercise, and adequate sleep are crucial for maintaining good health and preventing chronic diseases.

Paraphrase Example: Eating a varied and nutritious diet, staying physically active, and getting enough rest are essential for preserving our overall well-being and avoiding long-term health issues.

Original Statement (4): In today's fast-paced business environment, effective communication is a key factor in fostering collaboration, productivity, and innovation.

Paraphrase Example: In the rapidly-evolving corporate world, efficient communication plays a pivotal role in promoting teamwork, enhancing output, and stimulating creativity.

Original Statement (5): Research has shown that students who engage in extracurricular activities tend to have better academic performance and develop important life skills, such as time management, problem-solving, and teamwork.

Paraphrase Example: Studies indicate that students who participate in after-school activities generally demonstrate higher academic achievement and acquire crucial life competencies, including organizing their time, finding solutions to challenges, and working collaboratively.

As you can see, paraphrasing is a vital communication skill that helps simplify complex ideas, foster understanding, and enhance interpersonal relationships. By mastering the art of paraphrasing, you can improve your communication in various professional, academic, and personal settings. As demonstrated, paraphrasing allows for the clearer and more accessible expression of ideas, ensuring that the intended message is effectively conveyed to the listener. In a world where effective communication is paramount, developing strong paraphrasing skills can greatly contribute to success in both personal and professional spheres.

Olga Ayvazyan

Non-Native English Speaker & Tech Professional, First-Generation Immigrant

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Effective Conversation: The Power of Active Listening and Paraphrasing

In today’s fast-paced world, effective communication is more important than ever. Whether you’re engaging in a personal conversation or a professional discussion, the ability to actively listen and paraphrase can make all the difference in the quality of your interactions. In this blog post, we will explore tips on how to have an effective conversation by mastering active listening and paraphrasing.

The Power of Active Listening

Active listening is a fundamental skill that allows you to fully understand and engage in a conversation. It involves giving your full attention to the speaker, both verbally and non-verbally. Here are some tips to enhance your active listening skills:

• Maintain eye contact: By making eye contact with the speaker, you show that you are fully present and focused on what they are saying.
• Use non-verbal cues: Nodding your head, smiling, or leaning in slightly can encourage the speaker to continue and feel heard.
• Avoid interrupting: Let the speaker finish their thoughts before interjecting. Interrupting can disrupt the flow of conversation and make the speaker feel unheard.
• Ask clarifying questions: If you are unsure about something the speaker said, ask for clarification. This demonstrates your genuine interest and ensures that you have a clear understanding of their message.

The Art of Paraphrasing

Paraphrasing is the process of restating what the speaker has said in your own words. It shows that you are actively listening and helps to clarify and confirm your understanding. Here are some techniques to master the art of paraphrasing:

• Summarize the main points: After the speaker has finished talking, summarize the main points they made. This not only shows that you were paying attention but also helps to reinforce the key ideas.
• Reflect the speaker’s emotions: Pay attention to the speaker’s tone of voice and body language. Try to reflect their emotions when paraphrasing to show empathy and understanding.
• Avoid using the same words: Instead of repeating the speaker’s exact words, rephrase their message using your own language. This demonstrates that you have processed their message and are providing your own interpretation.

By mastering active listening and paraphrasing, you can have more meaningful and productive conversations. These skills not only help you to understand others better but also enable you to express your own thoughts and ideas more effectively. Practice these tips in your everyday conversations, and watch as your communication skills improve!

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The Power of Communication: The Principle of Paraphrasing

This lesson is a part of an audio course the power of communication: learning to communicate effectively by hans fleurimont.

Let's talk about paraphrasing and why in my view it is a very important principle to know and to understand. A paraphrase is an accurate response to the person who’s speaking, which states the essence of the speaker’s words in the listener’s own words. To put it another way to paraphrase is to express the meaning of something written or spoken using different words in order to achieve greater clarity. (And that what I just did was an example of paraphrasing).

So if I’m talking to someone and they’re explaining something to me, what I would do is paraphrase what they just said but in my own words. For example, let’s say that my wife is talking about her day and what she did at work and she is explaining the process of doing someone's taxes to me. So she says:

“One of my clients got all upset because they didn’t receive the whole amount they expected from their tax return and they threw a fit in the office.”

And then I would say “So they got mad because it was less than what they thought.” It’s as simple as that. You can paraphrase what someone says to you and you can also paraphrase something you said (Like how I did earlier). So now let’s talk about what goes into paraphrasing.

The Essential Elements of Paraphrasing Are:

• Condensed. A good paraphrase is accurate. When people begin using this technique, they tend to be too wordy. A paraphrase should be shorter than the speaker’s statement.
• Only the essentials. An effective paraphrase reflects only the essentials of the speaker’s message. It cuts through the clutter of details and focuses on what is central in the original message.
• Focus on the Information. Another Characteristic of a paraphrase is that it focuses on the content of the message. It deals with the facts or ideas rather than the emotions the sender is expressing. Even though a firm distinction between facts and feelings is artificial, paraphrasing focuses on the content of the message.
• Stated in the listener’s own words. The listener summarizes their understanding of what they heard in their own words. Repeating the speaker’s exact words (which is parroting) usually stifles or dry’s up a conversation, while paraphrasing, when used appropriately, can contribute greatly to the communication between people.

Example of Paraphrasing

Here is another example of paraphrasing:

Person A says “I want to bring you up to speed on a particular project. I talked with Claire, and she has been meeting with people at the state level for weeks about the funding. Things sound really up in the air. We should proceed with caution until we know more.”

One way we can paraphrase this statement is by saying “So the whole project is dependent on whether or not state funding goes through.”

This is just a quick example but there are many ways you can use paraphrases.

Always remember paraphrasing is very useful because it shows the person or people we are talking to that we are actively listening to them and that we understand what they are communicating with us. It is also helpful when you are teaching or giving instructions to a group of people. To paraphrase, it's a great principle to use when communicating. Believe me, the ability to paraphrase helps a whole lot especially in meetings with important people in your career and life.

Hans Fleurimont

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Using Evidence: Effective Paraphrasing Strategies

Effective paraphrasing strategies.

If you are having trouble paraphrasing a text effectively, try following these steps:

• Reread the original passage you wish to paraphrase, looking up any words you do not recognize, until you think you understand the full meaning of and intention behind the author's words.
• Next, cover or hide the passage. Once the passage is hidden from view, write out the author's idea, in your own words, as if you were explaining it to your instructor or classmates.

Have I accurately addressed the author's ideas in a new way that is unique to my writing style and scholarly voice? Have I tried to replicate the author's idea or have I simply changed words around in his/her original sentence(s)?

• Last, include a citation, which should contain the author's name, the year, and the page or paragraph number (if available), directly following your paraphrase.

Paraphrasing Sources Videos

• Paraphrasing Strategies Video
• Paraphrasing Process Demonstration Video

Related Resources

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Becoming a Great Communicator

Under-considered keys to professional and personal success..

Posted August 16, 2021 | Reviewed by Ekua Hagan

• Practicing a few standard communication skills can help people get ahead, have more friends, and feel better about themselves.
• Good communication starts with listening and conveying understanding to the other person.
• While it's common to avoid giving advice, it can be helpful when done tactfully.

Don’t you know people who listen poorly or who talk too much or unclearly? We all do.

Here are keys to being a good communicator. They apply both to your work and personal life, and may be worth sharing with your loved ones, with whom excellent communication can be crucial.

Better listening

Everyone thinks they’re a good listener, but it’s harder than it seems. First, you have to fight against intruding thoughts and outside noises. You also have to decide whether you can think ahead to what you want to say, which you can do when you’re confident you’ll be able to understand the rest of the speaker’s utterance. You also need to be alert to an emotion underneath the words, which is often conveyed by a change of tone of voice or body language . Also, you have to decide whether to interrupt. The default is no, but if the person tends to be discursive or you really are short of time, it can be appropriate to interrupt, especially if the person tends to interrupt you.

Showing empathy

Sometimes, a person's words have an emotional component: S/he's happy, sad, or angry. and is glad if you understand how they’re feeling. You can convey that with a nod, by leaning forward, issuing a sigh of empathy, or a few words such as, “I can understand” or “I can only imagine how that’s making you feel.”

Asking questions

Most people like to be asked a question in response to what they’re saying, especially a question that asks for clarification. That shows that you care about what they’re saying, and may help the person crystallize his or her thinking. Asking a question is also a way to diminish the negative effect of giving advice.

Giving advice

Many, maybe most people resist getting advice. It can make them feel less than, and often the advice fails to consider factors that the other person has. You can diminish those risks by offering your suggestion as a question and, if you can think of more than one option, giving a choice. For example, I’m wondering if you’ve considered doing A or B?”

When to confront

As mentioned, input should usually be couched, tactful, often phrased as a question. But there’s a time for the nuclear option: confrontation. That’s usually reserved for an important issue about which the person has erected an impervious wall of complacency, defensiveness, or foolishness. For example, someone you love clearly has a substance abuse problem but insists that s/he “can handle it," even though it’s devastated his or her career , family, even hurt someone in a car accident. In such situations, it can be appropriate to be direct, listing, point by point, each of those devastations. But even then, it’s face-savingly helpful to end with a question such as, “Am I missing something here?”

Confidentially speaking

It’s tempting to share a person's juicy disclosure with other people who know him or her. Indeed, gossip is, almost by definition, interesting. Of course, the juicier the tidbit, the more trust your disclosure betrays. It's easier said than done but when someone trusts you with a disclosure that they wouldn’t want to be spread around, see if you can adhere to the "Vegas" rule: What happens in the conversation, stays in the conversation.

The takeaway

Great communicators get ahead, have more friends, and feel better about themselves. Whether it’s you or your child who could use a communication lesson as s/he returns to in-person school after a year of remote instruction, these standard but too-rarely practiced communication skills can make all the difference.

I read this aloud on YouTube.

Marty Nemko, Ph.D ., is a career and personal coach based in Oakland, California, and the author of 10 books.

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How to Be a Better Communicator: 25 Essential Strategies

By: Author Valerie Forgeard

Posted on April 6, 2024

Categories Self Improvement

Developing strong communication skills is one of the most impactful investments you can make. How we share information, build understanding, and collaborate with others directly impacts our success in our personal and professional lives.

However, for many, expressing ourselves doesn’t come naturally. Effective communication is a learned skill, whether nervousness when speaking in public, struggling to find the right words, or difficulty listening without bias.

This article presents research-backed strategies to help you improve both verbal and non-verbal communication. We look at techniques such as active listening, composing concise yet persuasive messages, and using body language to enhance rapport and understanding.

These techniques help you multiply your influence, opportunity, and chances of success. So, let’s set out to become a genuinely influential communicator.

Key Takeaways

• Ten communication tips to help you listen actively, deliver meaningfully, and build better connections.
• Master active listening and emotional intelligence to have successful conversations.
• Cultivate empathy and perspective-taking to enhance communication skills.
• Enhance nonverbal skills by being aware of body language, facial expressions, and tone.
• Develop clarity and conciseness by planning thoughts before speaking and choosing words wisely.
• Improve questioning techniques and provide constructive feedback to deepen conversations and empower growth and change.

25 Ways to Master Conversation Through Effective Communication

The way we share information and ideas can foster connections or cause misunderstandings. But with practice, anyone can improve their communication skills.

Explore 25 research-backed techniques to make conversations more precise, profound, and thorough.

• Make eye contact
• Eliminate distractions
• Ask clarifying questions
• Summarize what has been said
• Give feedback through body language

Oral communication

• Speak at an appropriate pace and volume
• Use pauses for emphasis and to gather thoughts
• Vary the tone of voice to get the message across
• Limit filler words such as “um” and “like.”
• Consider rephrasing to improve comprehension

Nonverbal communication

• Smile and use inviting body language
• Make sure that the facial expression matches the words
• Use gestures carefully to emphasize hands
• Avoid crossed arms and fidgeting
• Pay attention to the space between people
• Share concise, well-structured messages
• Use relevant examples or stories
• Adapt your vocabulary to the target group
• Ask open questions to involve others
• Ensure a good balance between speaking and listening

Give and receive feedback

• Formulate suggestions respectfully
• Emphasize positive points before giving constructive feedback
• Suggest solutions as well as problems
• Thank you for your efforts and advice
• Reflect on the feedback to improve

Master Active Listening

Every successful conversation requires you to master the art of active listening . This isn’t just about hearing words; it’s about silent engagement, fully immersing yourself in what the other person is communicating. You’ve got to tune into the subtext, the emotions underpinning their words. That’s where emotional intelligence comes in handy – it allows you to perceive and empathize with their feelings, creating a bond of understanding.

To listen, you’ll need to free your mind from distractions. Pay attention, nod, and respond at the right moments. This doesn’t trap you; it liberates you. You’re free to connect, to understand, and to be understood. True freedom in conversation comes from this deep level of engagement.

Cultivate Empathy

Developing empathy is vital to improving your communication skills as it allows you to connect with others on a deeper, more personal level.

Emotional intelligence involves recognizing your emotions and those around you, which is crucial for empathetic communication. Perspective-taking goes hand in hand with empathy and allows you to see situations from another’s point of view.

Here’s how you can cultivate empathy:

• Actively listen without judgment or interruption.
• Ask open-ended questions to understand others’ feelings and thoughts.
• Imagine yourself in the other person’s shoes.
• Pay attention to non-verbal cues like facial expressions and body language.
• Reflect on your own experiences that relate to what others are going through.

Embrace these practices to foster understanding and freedom in your interactions.

Enhance Your Nonverbal Skills

Most communication is nonverbal, so you must be aware of the messages your body language, facial expressions, and tone of voice convey. You’ve got this! Enhancing your nonverbal skills means gaining freedom in effectively connecting with others. Here’s a quick guide:

Stand tall to project self-assurance. Use your hands to express yourself; it shows passion. And don’t forget about eye contact—it’s a powerful way to show you’re present and attentive. Remember, your nonverbals can make or break the connection you’re striving to create. Be mindful, be expressive, and let your body speak harmoniously with your words.

Develop Clarity and Conciseness

You’ll find that mastering the art of being clear and concise can significantly enhance your communications. When you speak succinctly and simplify your message, you respect your audience’s time and freedom to digest information at their own pace.

Here are five key strategies to help you achieve that:

• Plan Ahead : Craft your thoughts before you speak.
• Be Direct : Get to the point without unnecessary details.
• Choose Words Wisely : Use simple language that conveys your message effectively.
• Eliminate Redundancies : Avoid repeating the same information.
• Pause and Reflect : Give yourself and your listeners a moment to process.

Improve Your Questioning Techniques

Enhancing your communication skills involves refining your ability to ask practical questions.

Open-ended inquiries are pivotal for deepening conversations and demonstrating empathetic understanding. They allow others to express themselves freely without feeling boxed in by a simple yes or no.

When you’re curious about someone’s experiences or feelings, your questioning intent should always be apparent: you seek to understand, not judge or corner.

Here’s a guide to improve your questioning techniques:

Another way to work on your critical thinking is to keep a diary. If you write regularly, you can consciously reflect on your experiences, beliefs, and perspectives every day.

In a journal, you can explore different sides of an issue by questioning your assumptions and considering alternative viewpoints. Recording your thought processes this way also helps bring clarity and structure to your reflections.

Over time, keeping a journal strengthens the muscles of critical thinking by creating a constant habit of thoughtful self-examination and inquiry.

Provide Constructive Feedback

In providing constructive feedback, it’s essential to focus on the behavior, not the person, to facilitate positive change and growth. To communicate effectively, consider these tips:

• Be timely with your feedback; immediate response can lead to quicker improvements.
• Focus on specific behaviors rather than vague judgments.
• Engage in active listening to understand the other person’s perspective.
• Offer solutions or suggestions, not just criticism.
• Manage your response to ensure a non-defensive, open dialogue.

Remember, your goal is to empower, not to restrict. Choose your words thoughtfully and deliver them with care.

Practice Mindful Speaking

As you navigate conversations, thinking before you speak is crucial, ensuring your words align with your intentions. By honing your active listening skills, you’ll understand others better and respond more thoughtfully.

Choose Words Carefully

Always consider your word choices, as they’re the foundation of clear and effective communication. Vocabulary refinement and tone awareness ensure your message is received as intended. To engage in mindful speaking:

• Be concise : Use precise words that convey your message without excess.
• Be aware of tone : Your tone can change the message’s impact.
• Be considerate : Respect the listener’s perspective and feelings.
• Be relevant : Stay on topic to maintain clarity and interest.
• Be adaptable : Adjust your language to suit the listener’s understanding.

Your words have power. They can inspire freedom and create connections. By choosing them with care, you’ll express yourself better and empower others to do the same.

Active Listening Skills

Harness your communication skills by practicing active listening , a critical component that complements mindful speaking and enhances understanding. Active listening isn’t just about hearing words; it’s about fully engaging with the speaker. Offer silent encouragement with nods and smiles, showing you’re invested in their message.

You’ll find that effective paraphrasing is critical. It’s not simply repeating their words but reflecting the core ideas to them. This demonstrates that you’re hearing them and processing and valuing what they’re saying.

You now have the tools to transform your communication into a bridge, connecting you to others with understanding and clarity. Remember to listen actively, empathize deeply, express yourself nonverbally, be clear and concise, ask insightful questions, give constructive feedback, and speak mindfully.

Each conversation is a brick in your bridge—place them wisely and watch as your relationships strengthen and your influence grows.

Keep practicing, and soon, you’ll be a master builder of meaningful connections.

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6.06: Chapter 28: Quoting, Paraphrasing, and Summarizing Sources

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Chapter 28: Quoting, Paraphrasing, and Summarizing Sources

Rebekah bennetch, corey owen, and zachary keesey.

Learning Objectives

By the end of this chapter, you should be able to:

By now, you should be off to a good start with your formal research report. You have used rhetorical theory to plan out your message and you already have several sources that you want to use. The question we must now address is how you include those sources into your writing in a professional way?

Integrating Materials Into Your Report

Exercise #1: Interactive Video

Let’s begin with a video that provides an overview of the source integration process. Some of these practices are probably already be familiar to you.

The Source Integration Structure

A couple of things should stand out. The most obvious is that the paragraph is almost exclusively direct quotes . We have a little bit of the student’s input at the start and end of the paragraph, but there isn’t really anything substantial in-between the quotes.

Ultimately, the student didn’t incorporate all three elements for integrating sources that are recommended in the above video. As a reminder they are:

Let’s look at the same paragraph again, but highlight the three elements we have discussed. This will show you visually how the paragraph is arranged. We will use the following colors:

Idea from a Source

We do have some lead-in for the quotes, but almost no analysis is given. Yes, the quoted information may be relevant, but it is not immediately clear how it’s relevant to the writer’s main point because there is not enough analysis.

Students often mistakenly assume that their readers will figure out the relevance on their own, but that is not the case. It is not the reader’s job to interpret your writing for you. It is up to you to be as explicit as possible by connecting your sources to your argument.

Let’s look at a revised version of the above paragraph that does a better job incorporating a lead-in, a source, and analysis. We have color coded the three elements again so you can better see where they are in the paragraph:

Direct Quotes, Paraphrasing, and Summary

When writing in academic and professional contexts, you are required to engage with the words and ideas of other authors. Therefore, being able to correctly and fluently incorporate other writers’ words and ideas in your own writing is a critical writing skill. As you now know, there are three main ways to integrate evidence from sources into your writing:

• direct quotes
• paraphrasing

One important note that we haven’t mentioned is that you are required to include a citation anytime you are using another person’s words and/or ideas. This means that even if you do not quote directly, but paraphrase or summarize source content and express it in your own words, you still must give credit to the original authors for their ideas. Your RCM 200 instructor will be making sure you do this when they read your formal written report.

You have already seen citations in action is this textbook. Anytime we integrated content from another source you have seen a citation that looks something like this:

(Smith, 2020)

These citations are done using the American Psychology Association (APA) style. You will be expected to use this citation style in your own paper. However, if you are not sure how to do APA citation correctly, don’t worry. We will go into the specific mechanics of how to cite sources in the next chapter .

We will now walk you through each source integration method, giving you opportunities to practice each one. If at any point you’re confused, or unclear, don’t hesitate to ask your instructor for help. The University of Saskatchewan Writing Centre is also a great resource.

Direct Quotes

A direct quote is the word-for-word copy of someone else’s words and/or ideas. This is noted by quotation marks (” “) around those words. Using quotations to support your argument has several benefits over paraphrase and summary :

• Integrating quotations provide direct evidence from reliable sources to support your argument
• Using the words of credible sources conveys your credibility by showing you have done research into the area you are writing about and consulted relevant and authoritative sources
• Selecting effective quotations illustrates that you can extract the important aspects of the information and use them effectively in your own argument

However, be careful not to over-quote. As we saw in the above example, if you over-quote, you risk relying too much on the words of others and not your own.

Quotations should be used sparingly because too many quotations can interfere with the flow of ideas and make it seem like you don’t have ideas of your own.

So when should you use quotations?

• If the language of the original source uses the best possible phrasing or imagery, and no paraphrase or summary could be as effective; or
• If the use of language in the quotation is itself the focus of your analysis ( e.g., if you are analyzing the author’s use of a particular image, metaphor, or other rhetorical strategy).

How to Integrate Quotations Correctly

Integrating quotations into your writing happens on two levels: the argumentative level and the grammatical level.

The Argumentative Level

At the argumentative level, the quotation is being used to illustrate or support a point that you have made, and you will follow it with some analysis, explanation, comment, or interpretation that ties that quote to your argument.

As we mentioned earlier, this is where many students run into trouble. This is known as a “quote and run.” Never quote and run. This leaves your reader to determine the relevance of the quotation, and they might interpret it differently than you intended! A quotation, statistic or bit of data cannot speak for itself; you must provide context and an explanation for the quotations you use. As long as you use the three steps we listed above for integrating sources, you will be on the right track.

The Grammatical Level

The second level of integration is grammatical. This involves integrating the quotation into your own sentences so that it flows smoothly and fits logically and syntactically. There are three main methods to integrate quotations grammatically:

• Seamless Integration Method: embed the quoted words as if they were an organic part of your sentence. This means that if you read the sentence aloud, your listeners would not know there was a quotation.
• Signal Phrase Method: use a signal phrase (Author + Verb) to introduce the quotation, clearly indicating that the quotation comes from a specific source
• Colon Method: introduce the quotation with a complete sentence ending in a colon.

Let’s see this in action. Consider the following opening sentence (and famous comma splice) from A Tale of Two Cities by Charles Dickens, as an example:

“It was the best of times, it was the worst of times.”

Dickens, C. (2017). A tale of two cities . Alma Books Ltd. p. 5

Below are examples of the quote being integrated using the three methods.

1. Seamless Integration: embed the quotation, or excerpts from the quotation, as a seamless part of your sentence

Charles Dickens (2017) begins his novel with the paradoxical observation that the eighteenth century was both “the best of times” and “the worst of times” (p. 5).

2. Signal Phrase: introduce the author and then the quote using a signal verb (scroll down to see a list of common verbs that signal you are about to quote someone)

Describing the eighteenth century, Charles Dickens (2017) observes, “It was the best of times, it was the worst of times” (p. 5).

3. Colon: if your own introductory words form a complete sentence, you can use a colon to introduce and set off the quotation. This can give the quotation added emphasis.

Dickens (2017) defines the eighteenth century as a time of paradox: “It was the best of times, it was the worst of times” (p. 5).

The eighteenth century was a time of paradox: “It was the best of times, it was the worst of times” (Dickens, 2017, p. 5).

It’s important that you not rely on any one grammatical method in your own writing. Instead, try to use a balance of methods to make your writing seem more dynamic and varied.

Editing Quotations

When you use quotation marks around material, this indicates that you have used the exact words of the original author. However, sometimes the text you want to quote will not fit grammatically or clearly into your sentence without making some changes. Perhaps you need to replace a pronoun in the quote with the actual noun to make the context clear, or perhaps the verb tense does not fit. There are two main ways to edit a quotation to make it fit grammatically with your own sentence:

• Use square brackets : to reflect changes or additions to a quote, place square brackets around any words that have been changed or added.
• Use ellipses : ellipses show that some text has been removed. They can have either three dots (. . .) or four dots (. . . .). Three dots indicate that some words have been removed from the sentence; four dots indicate that a substantial amount of text has been deleted, including the period at the end of a sentence.

Let’s look at this in action using the quote below.

“ Engineers are always striving for success, but failure is seldom far from their minds. In the case of Canadian engineers, this focus on potentially catastrophic flaws in a design is rooted in a failure that occurred over a century ago. In 1907 a bridge of enormous proportions collapsed while still under construction in Quebec. Planners expected that when completed, the 1,800-foot main span of the cantilever bridge would set a world record for long-span bridges of all types, many of which had come to be realized at a great price. According to one superstition, a bridge would claim one life for every million dollars spent on it. In fact, by the time the Quebec Bridge would finally be completed, in 1917, almost ninety construction workers would have been killed in the course of building the $25 million structure”

Petroski, H. (2012). The obligation of an engineer. In To forgive design: Understanding failure (pp. 175-198). Harvard University Press. https://doi.org/10.4159/harvard.9780674065437

You are allowed to change the original words, to shorten the quoted material or integrate material grammatically, but only if you signal those changes appropriately with square brackets or ellipses:

Example 1: Petroski (2012) observed that “[e]ngineers are always striving for success, but failure is seldom far from their minds” (p. 175).

Example 2: Petroski (2012) recounts the story of a large bridge that was constructed at the beginning of the twentieth century in Quebec, saying that “by the time [it was done], in 1917, almost ninety construction workers [were] killed in the course of building the $25 million structure” (p. 175)

Example 3: “Planners expected that when completed the … bridge would set a world record for long-span bridges of all types” (Petroski, 2012, p. 175).

In summary, there are a lot of ways you can approach integrating quotes. You can even change certain elements of your quote as long you indicate this with proper punctuation.

Exercise #2: Integrating a Quote at the Grammatical Level

Below is an excerpt from William Zinsser’s “ Simplicity. ” After you read the excerpt, write your own sentences using all three integration methods we have discussed. Don’t forget, you can change the quotes slightly if you need to. Just ensure that you are using ellipses or square brackets to indicate this. Also, try to say something interesting about the words you are quoting. Don’t just say “Zinsser (1980) says ‘insert quote.'” Your sentence(s) should express your own ideas.

You’ll notice that there is no page number associated with this quote. That is because this version comes from a website, which does not have page numbers.

Once you are done, compare them to the examples below. If your approach is different that’s totally fine. If you’re not sure that you did it correctly, please check with your instructor.

Zinsser, W. K. (1980). Simplicity. In On writing well: An informal guide to writing nonfiction . Harper Perennial.

Paraphrase and Summary

Unlike direct quotes, which use a source’s exact wording, paraphrase and summary allow you to use your own words to present information. While the approach to using both methods is similar, the reason you will choose one over the other is different.

A paraphrase is typically more detailed and specific than a summary . It also retains the length of the original source.

A summary , on the other hand, is used when describing an entire source. For example, if you want to emphasize the main ideas of a source, but not go into a great detail, then a summary is usually best.

Exercise #3: Interactive Video

Watch the interactive video below on paraphrasing . It will explain when paraphrasing is preferable over direct quotes , how to correctly paraphrase a source, and how to combine a paraphrase and direct quote in the same sentence.

The video will stop at different points to test your knowledge. Make sure you answer the questions. Additionally, take note of the 5 steps for paraphrasing as you watch.

The original version of this chapter contained H5P content. You may want to remove or replace this element. Link to Original Video: tinyurl.com/paraprocess

As the video states, paraphrasing is when you put source text in your own words and alter the sentence structure to avoid using direct quotes . Paraphrasing is the preferred way of using a source when the original wording isn’t important. This way, you can incorporate the source’s ideas so they’re stylistically consistent with the rest of your document and thus better tailored to the needs of your audience. Also, paraphrasing a source into your own words proves your advanced understanding of the source text. The video lists five steps for paraphrasing a source. They are:

An In-Depth Look at Paraphrase

Students frequently overuse direct quotation [when] taking notes, and as a result they overuse quotations in the final [research] paper. Probably only about 10% of your final manuscript should appear as directly quoted matter. Therefore, you should strive to limit the amount of exact transcribing of source materials while taking notes.

Lester, J. D. (1976). Writing research papers: A complete guide . Pearson Scott Foresman.

Step 1: Read the Source Material Until You Fully Understand It

What are these three sentences about? What information do they give us?

They discuss how students rely too much on direct quotations in their writing. It also explains just how much of a final paper should include direct quotes . Seems clear enough, so lets move on to the next step.

Step 2: Take Notes and List Key Terms for Your Paraphrase

The key terms you come up with for your paraphrase will depend on what information you want to convey to the reader. For our purposes, let’s say you want to use Lester (1976) to highlight how much students over-quote in their papers. You may focus on the following key terms:

Step 3: Using Key Terms, Write Your Own Paraphrase Without Looking at Original

Lester (1976) advises against exceeding 10% quotation in your written work. Since students writing research reports often quote excessively because of copy-cut-and-paste note-taking, they should try to minimize using sources word for word (Lester, 1976).

This isn’t necessarily a perfect example of a paraphrase , but it is certainly a good start! Time to move on to the next step.

Step 4: Compare Your Paraphrase to the Original

Here is the original text with our paraphrase:

Original: Students frequently overuse direct quotation [when] taking notes, and as a result they overuse quotations in the final [research] paper. Probably only about 10% of your final manuscript should appear as directly quoted matter. Therefore, you should strive to limit the amount of exact transcribing of source materials while taking notes.

Paraphrase : Lester (1976) advises against exceeding 10% quotation in your written work. Since students writing research reports often quote excessively because of copy-cut-and-paste note-taking, they should try to minimize using sources word for word (Lester, 1976).

Notice that, even though we only have three key terms, we didn’t have to repeat any two-word sequences from the original. This is because we have changed the sentence structure in addition to most of the words. This can definitely take a couple of tries, so if you don’t get it right away, that’s okay. If you’re still stuck, check in with your instructor or the University of Saskatchewan Writing Centre.

Step 5: Provide an In-Text Citation

We’ve already done this step twice in our paper: once at the start of our paper with “Lester (1976) advises…” and once at the end with “(Lester, 1976).” We’ll talk about how to do this more in-depth in the next chapter.

Common Plagiarism Issues with Paraphrase

As we mentioned in the previous section, when paraphrasing , it is important to change both the words and sentence structure of the original text. However, many students struggle with the first part. They will typically only substitute major words (nouns, verbs, and adjectives) here and there while leaving the source passage’s basic sentence structure intact. This inevitably leaves strings of words from the original untouched in the “paraphrased” version, which can be dangerous because including such direct quotation without quotation marks will be caught by the plagiarism- busting software that college instructors use these days.

Consider, for instance, the following poor attempt at a paraphrase of the Lester (1976) passage that substitutes words selectively. Like last time, we have included the original text with the incorrect paraphrase. We have also highlighted the unchanged words in yellow .

Original Quote: Students frequently overuse direct quotation [when] taking notes, and as a result they overuse quotations in the final [research] paper. Probably only about 10% of your final manuscript should appear as directly quoted matter. Therefore, you should strive to limit the amount of exact transcribing of source materials while taking notes (Lester, 1976).

Poor Paraphrase: Students often overuse quotations when taking notes , and thus overuse them in research reports (Lester, 1976). About 10% of your final paper should be direct quotation. You should thus attempt to reduce the exact copying of source materials while note taking (Lester, 1976).

As you can see, several strings of words from the original are left untouched because the writer didn’t change the sentence structure of the original. Plagiarism -catching software, like Turnitin , specifically look for this kind of writing and produce Originality Reports to indicate how much of a paper is plagiarized. In this case, the Originality Report would indicate that the passage is 64% plagiarized because it retains 25 of the original words (out of 39 in this “paraphrase”) but without quotation marks around them.

Correcting this by simply adding quotation marks around passages such as “when taking notes, and” would be unacceptable because those words aren’t important enough on their own to warrant direct quotation . The fix would just be to paraphrase more thoroughly by altering the words and the sentence structure, as shown in the paraphrase a few paragraphs above.

Exercise #4: Paraphrase Practice

Now try it on your own. Below are three pieces of original text from the McCroskey, MacLennan, and Booth readings from this course. Try writing your own paraphrases for each one and compare them to the examples below. Note that the key words in the examples are highlighted. If your version is different that’s okay as long as you follow the steps we listed out. If you’re not sure if you’re paraphrase is correct, check with your instructor.

(1) “Rhetorical communication is goal-directed. It seeks to produce specific meaning in the mind of another individual. In this type of communication there is specific intent on the part of the source to stimulate meaning in the mind of the receiver” (McCroskey, 2015, p. 22).

(2) “The successful professional must therefore be able to present specialized information in a manner that will enable non-specialist readers to make policy, procedural, and funding decisions. In order to do this, a technical specialist’s communication, like that of any other professional, must establish and maintain credibility and authority with those who may be unfamiliar with technical subjects (MacLennan, 2009, p. 4)

(3) The common ingredient that I find in all of the writing I admire—excluding for now novels, plays and poems—is something that I shall reluctantly call the rhetorical stance, a stance which depends on discovering and maintaining in any writing situation a proper balance among the three elements that are at work in any communicative effort: the available arguments about the subject itself, the interests and peculiarities of the audience, and the voice, the implied character, of the speaker. I should like to suggest that it is this balance, this rhetorical stance, difficult as it is to describe, that is our main goal as teachers of rhetoric (Booth, 1963, p. 141).

The original version of this chapter contained H5P content. You may want to remove or replace this element.

Summarizing is one of the most important skills in professional communication. Professionals of every field must explain to non-expert customers, managers, and even co-workers the complex concepts on which they are experts, but in a way that those non-experts can understand. Adapting the message to such audiences requires brevity but also translating jargon-heavy technical details into plain, accessible language.

Fortunately, the process for summarizing is very similar to paraphrasing. Like paraphrasing, a summary is putting the original source in your own words. The main difference is that a summary is a fraction of the source length—anywhere from less than 1% to a quarter depending on the source length and length of the summary.

A summary can reduce a whole novel or film to a single-sentence blurb, for instance, or it could reduce a 50-word paragraph to a 15-word sentence. It can be as casual as a spoken overview of a meeting your colleague was absent from, or an elevator pitch selling a project idea to a manager. It can also be as formal as a memo report to your colleagues on a conference you attended on behalf of your organization.

When summarizing, you will follow the same process as a paraphrase, but with a few additional steps:

Here are some examples. Below are summaries for two very different sources: the Harry Potter franchise and the Nine Axioms reading you did a few weeks ago. There are three summaries for each source: one that is 45 words long, one that is 30 words long, and one that is 15 words long. What information is cut to make the summaries more succinct? Are there any important details lost between the different summaries ?

What’s Harry Potter about?

45 word summary : It’s about a British boy named Harry Potter who finds out he is a wizard. He goes to a magic school called Hogwarts where he becomes friends with Ron and Hermione. Together, they learn how to cast spells and fight an evil wizard named Voldemort.

30 word summary : It’s about a boy named Harry Potter who finds out he is a wizard. He goes to a school called Hogwarts where he learns magic and fights an evil wizard.

15 word summary : It’s about a boy named Harry who attends a magic school and fights evil wizards.

What are MacLennan’s Nine Axioms?

45 word summary : The Nine Axioms of Communication are nine interconnected principles that can help us design effective messages. They explain why communication works and, just as importantly, why it doesn’t. More specifically, they are tools that will help us identify effective communication strategies and diagnose communication problems.

30 word summary : They are nine interconnected principles of communication that MacLennan wrote to help us understand how communication works. They also help us identify effective communication strategies and diagnose any communication problems.

15 word summary : They’re nine principles that show how communication works, identify effective communication strategies, and diagnose problems.

Again, notice that neither summary goes into great detail about the topic. They just stress the main points. The Harry Potter summary doesn’t go into all the adventures that happen in the books, and the Nine Axioms summary doesn’t list out all Nine Axioms. Knowing what information to keep is essential in writing a good summary.

Now it’s your turn. Pick a movie, TV show, or book that you really like. Write three summaries about the thing you selected: one that is 45 words long, one that is 30 words long and one that is 15 words long. You don’t need to include a citation. For an extra challenge, try to make your summaries the exact number of words.

Once you are done, compare your three summaries. What is different between them? How did the different length requirements affect your writing? What elements did you have to cut? Why were those elements not as important?

Key Takeaways

• Avoiding plagiarism should always be a concern when you are doing research for a report. Even in the professional world, it’s important to make sure you are integrating your sources in an ethical way. Not doing so can result in fines and even termination from your job.
• Many students struggle with this on an organizational level. They tend to think they can just stack quotes on top of quotes and that will be enough, but it is definitely not!
• Instead, you should always use three things when integrating outside sources into your writing: a lead-in, the source, and analysis. Having a balance of all three will make your writing more persuasive.
• You can include ideas from a source in one of three ways: direct quotes, paraphrase, and summary.
• Direct quotes are best when the language of the original source is the best possible phrasing or imagery and a paraphrase/summary could not be as effective. It is also preferable if you are planning to analyze the specific language in the quotation (such as a metaphor or rhetorical strategy).
• Paraphrase is best when the original wording of a source is not important. This means that you can incorporate a source’s ideas in such a way that they’re stylistically consistent with the rest of your document. This allows you flexibility to better tailor your writing to the needs of your audience.
• Summary is best when you want to focus on only the main ideas of a source. The length of your summary will depend on your needs, but it’s not uncommon for a summary to be less than 1% to a quarter the length of the original source.

Dickens, C. (2017). A tale of two cities . Alma Books Ltd.

Attributions

This chapter is adapted from Technical Writing Essentials (on BCcampus ) by Suzan Last and Candice Neveu. It is licensed under a Creative Commons Attribution 4.0 International License.

This chapter is also adapted from Business Communications for Fashion (on openpress.usask.ca ) by Anna Cappuccitti. It is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License .

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How To Paraphrase For Effective Communication

Paraphrasing For Effective Communication

Today we're going to talk about paraphrasing.

Unfortunately, paraphrasing is a word that gets used and misused a lot.

It's frequently misused because people don't understand exactly what it is.

The idea behind paraphrasing paraphrasing is that you give back what you you think the other person meant by what they said.

It's not simply repeating the words back. That's parroting and of absolutely no value in a high impact conversation.

Here's an example:

If I say to you, "I'm really worried about the way boss is mismanaging the budget."

You don't want to just repeat back to me,  "so what you're telling me is you're really worried about the boss and the way he's mismanaging the budget?"

You want to say something like, "So, if I understand you correctly, you're very concerned about the boss and what he's doing and how it might affect you in the future."

This is what you think they meant by what they said, not just repeating back their words.

The other person will say yes or no, and they'll verify whether you got it right or not. Here's a quick overview of the communication cycle.

We think in ideas, not words so communication starts with the idea one person wants to transmit to another person.

In order to communicate the idea to someone else, it has to be encoded in words, colors, body language, or some other medium

Next it is transmitted to the other person and they decode it to extract the idea.

The last little piece is the feedback loop where the listener paraphrases to verify that they have decoded and received the idea as the sender intended.

So from now on, don't just repeat back what they say. Especially if it is an important conversation.

Any parrot can do that

Be sure to tell the other person what you think they meant by what they said. That's paraphrasing. Start using it today and as soon as you use it, drop me a comment to let me know.

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3 Benefits of Paraphrasing: The Skill for Learning, Writing and Communicating

Paraphrasing is the underrated skill of reinstating, clarifying or condensing the ideas of another in your own words. By paraphrasing, you can curate credible and well-developed documents, and arguments. But there’s more to paraphrasing than the final result, the process of paraphrasing engages your ability to learn actively, write well, and communicate creatively.

Paraphrasing allows you to share another’s ideas in your own words. This powerful technique is useful in both written and verbal communication, and acts as a tool for conveying information effectively. Paraphrasing is an underrated skill that is beneficial to a variety of individuals from students and writers to employees and business owners. In any setting, sharing information well is the key to good quality work and results. The process of paraphrasing itself also has a number of benefits, making you a better learner, writer and communicator. 

Paraphrasing: The Active Learning Strategy 

Paraphrasing requires you to think about the information you want to convey. You need to understand the meaning in order to reword and restructure the idea, and share it effectively. The process of paraphrasing encourages you to get to the core message, and improves your understanding of the material. In this way, you are actively engaging with the material . Instead of passively reading, you are breaking down the ideas and concepts. Rather than slotting information into your writing, you’re reworking and tailoring it to your needs and your audience. 

Paraphrasing can improve your memory by encouraging you to engage with the information. The 5-step approach to paraphrasing suggests writing your first paraphrase without looking at the original material. This engages your ability to actively recall information from memory, and think of new ways to write it out, rather than simply trying to memorise what you read word for word. After your first draft, you’ll revisit the original material to check if your work conveys the same meaning, this part of the process can further strengthen memory. You’re again revisiting the material in a way that is active and assessing your understanding. Likewise, the practice of paraphrasing improves your ability to convey information, ensuring that it is well-written and tailored to your audience.

This learning method is particularly useful for exams. You’ll learn the material well, developing a deep understanding and continue to refine this as you paraphrase the information. You’ll also be practising your ability to share this information in a way that is well-written, avoids plagiarism and engages your audience. This means, you’ll be able to easily add these ideas into your assignments or exams, having already taken the time to understand the ideas deeply and even practised sharing this information. You’ll be able to show the depth of your learning through paraphrasing, proving you understand the bigger picture and the finer details. 

Paraphrasing: The Technique for Improving Writing Ability

Once you’ve understood the concept well, the process of paraphrasing can improve your writing ability in a variety of ways. You’ll improve your vocabulary by making use of synonyms and identifying key words. You might also switch between word categories, using a noun instead of a verb or changing  adjectives into adverbs. Overtime, this will make you a better writer. Paraphrasing is more than changing a few words and can involve switching between the active or passive voice, this can improve your ability to distinguish between the two. Effective paraphrasing also involves playing around with sentence structure, you might utilise shorter or longer sentences to convey the idea at hand. 

These benefits can still be found even when using paraphrasing tools . You’ll still have to test your understanding by assessing the paraphrase the tool produced. Likewise, you’ll be exposed to new ways of writing things, new words, sentence structures, and organisation. You’ll learn how to pick out the paraphrasing styles that do or don’t work for your writing. Beyond the more technical aspects of writing, paraphrasing can also teach you how to communicate more clearly. You might rearrange the information to emphasise a particular point, or simplify the language to make it accessible to your audience. This improves your ability to clarify the ideas of the original material, and make ideas that might be overly complex, easier to digest. 

Paraphrasing: The Skill for Better Communication 

Finally, paraphrasing can make you a better and more creative communicator. By engaging in the process of paraphrasing, you’re developing your ability to share one idea in a variety of ways. For this to be engaging, you have to get creative. You might play around with the tone, switching between formal, informal, casual, or persuasive. Imagine a business launching a new product, communicating the idea to various internal teams, and customers, each would require a different approach and yet the meaning behind the information would remain the same. 

You might ask questions such as, how can I tailor this information to my audience? How can I bring this aspect of the idea to life? This highlights how paraphrasing can really exercise your ability to communicate creatively. Similarly, paraphrasing can teach you how to share ideas in your own personal way. Whether you’re sharing an idea with a friend, or on social media, you’ll find you can share information in your own personal style while still retaining the original meaning. This can make ideas more accessible and relatable to those in your circle. Additionally, this can prove to be a useful skill in your career, studies or creative endeavours.

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Bridging Gaps, Finding Peace

Active Listening: The Key To Effective Paraphrasing

Have you ever heard the saying, ‘You have two ears and one mouth for a reason’? It’s a reminder that listening is just as important as speaking, especially when it comes to effective communication.

One of the most crucial elements of listening is active listening, which means fully engaging with the speaker and understanding their message.

Active listening is not only essential for understanding, but also for paraphrasing. Paraphrasing is the act of restating what someone else has said in your own words, and it’s a vital tool for effective communication.

When you paraphrase, you not only show that you understand what the other person is saying, but you can also clarify any misunderstandings and make sure you’re both on the same page.

In this article, we’ll explore the importance of active listening and how it can help you become a better paraphraser, ultimately improving your communication skills.

Table of Contents

Key Takeaways

– Active listening is essential for effective paraphrasing. – Paraphrasing is a vital tool for effective communication and can improve relationships and prevent miscommunication. – Effective paraphrasing requires understanding the speaker’s message and restating it accurately in your own words. – Practice and seeking feedback can improve listening and paraphrasing skills.

Understanding the Importance of Effective Communication

Body language and nonverbal cues play a crucial role in how we communicate with others. In fact, studies show that more than half of our communication is nonverbal, meaning that the way we say something is just as important as what we say.

Body language and nonverbal cues can convey a wealth of information about our feelings, thoughts, and intentions. From the way we stand, to the tone of our voice, to the expressions on our face, every aspect of our nonverbal communication can send a message.

Therefore, paying attention to these cues and using them effectively can greatly improve our communication skills. This is where active listening comes in. By actively engaging with the speaker and paying attention to their nonverbal cues, we can become better communicators and build stronger relationships.

What is Active Listening?

There are different types of listening, but active listening is the most effective one. It involves paying attention to the speaker, understanding their message, and responding appropriately. Active listening requires focus and engagement, which can be challenging at times. However, with practice, you can improve your active listening skills and become a better communicator.

There are several barriers to active listening, such as distractions, assumptions, and biases. Distractions can come from both internal and external sources, like daydreaming or noise. Assumptions and biases can prevent you from truly understanding the speaker’s message, as you may be interpreting it through your own lens.

By being aware of these barriers and consciously working to overcome them, you can become a more active listener.

In the next section, we will explore the benefits of active listening and how it can improve your relationships and communication skills.

The Benefits of Active Listening

When you actively listen to someone, you demonstrate empathy and respect, which can help the other person feel heard and valued. This can lead to improved relationships, both personally and professionally.

Additionally, active listening can lead to better problem solving. When you’re fully engaged in a conversation and truly listening to the other person, you’re able to understand their perspective and assess the situation more accurately. This can help you identify potential solutions and come up with a plan that works for everyone involved.

By incorporating active listening into your daily interactions, you can improve your relationships and become a more effective problem solver. Now, let’s explore the common pitfalls of paraphrasing.

The Common Pitfalls of Paraphrasing

Another common mistake is paraphrasing too loosely or inaccurately. This can happen when you do not fully understand the speaker’s message or are not paying close attention to their words. To avoid this, make sure to actively listen and ask clarifying questions if needed.

By understanding the speaker’s message and using your own words to restate it accurately, you can improve your paraphrasing skills and become a more effective communicator.

By avoiding these common mistakes and actively listening to the speaker, you can use the skill of paraphrasing to effectively communicate their message. With active listening, you can pick up on the speaker’s tone and emotions, as well as the underlying message they are trying to convey. This will allow you to paraphrase their words in a way that truly captures their message and demonstrates that you’re fully engaged with what they’re saying.

How to Use Active Listening to Paraphrase Effectively

Active listening is the key to effective paraphrasing. It’s not just about hearing the words but understanding the underlying message and intent. Pay attention to the speaker’s body language, tone, and emphasis. Listen for key words and phrases that convey the essence of their message. This will help you paraphrase effectively and ensure that you are on the same page.

Communication skills are essential in any interaction, and paraphrasing is no exception. By using active listening techniques, you are showing the speaker that you value their message and understand their point of view. It also helps to build trust and rapport between you and the speaker.

Practice makes perfect, so don’t be afraid to try paraphrasing in your daily conversations. The more you do it, the more natural it will become.

In the next section, we’ll explore some practical ways to improve your paraphrasing skills.

Practice Makes Perfect

Repetition and feedback are essential in improving your listening skills and enhancing your ability to paraphrase accurately. The more you practice, the more you will become comfortable with the process of paraphrasing, and the easier it will be for you to do it naturally.

To improve your paraphrasing skills, it’s crucial to seek feedback from others. Ask them how well you’re doing and what you can improve on. Don’t be afraid to make mistakes; instead, use them as opportunities to learn and grow.

With time and practice, you’ll find that you’re paraphrasing more effectively, and people are responding positively to your communication. As you continue to hone your skills, you’ll begin to see how paraphrasing fits into effective communication, and how it can help you build strong relationships with those around you.

The Role of Paraphrasing in Effective Communication

Effective paraphrasing involves restating the speaker’s message in your own words while still retaining the original meaning. To paraphrase effectively, you should focus on the key points of the speaker’s message and try to capture the main idea.

You can also use paraphrasing to clarify any misunderstandings or to confirm your understanding of what has been said. Effective paraphrasing can help to build trust and rapport between you and the speaker and can also help prevent miscommunication.

Examples of effective paraphrasing include summarizing the main points of the speaker’s message, using different words to describe the same idea, and asking clarifying questions to ensure that you’ve understood the message correctly.

By mastering the art of paraphrasing, you can become a more effective communicator and build stronger relationships with those around you.

Frequently Asked Questions

How does paraphrasing differ from summarizing.

You may think paraphrasing and summarizing are the same, but they’re not. Paraphrasing is when you restate someone’s words in your own, while summarizing is when you condense the main points. Active listening is crucial for effective paraphrasing.

Can paraphrasing be used in written communication as well as verbal communication?

You can use paraphrasing in written communication as well as verbal communication. Written paraphrasing allows for a more thoughtful response, while verbal paraphrasing allows for immediate feedback. Both have their advantages and disadvantages.

Are there any cultural differences in active listening and paraphrasing techniques?

As you navigate cross-cultural active listening, it’s important to consider effective intercultural paraphrasing. Different cultures may have unique communication styles and expectations. Be mindful of these differences and adapt accordingly to foster understanding.

How can active listening and paraphrasing be used to resolve conflicts in communication?

To resolve conflicts in communication, use active listening benefits and conflict resolution techniques. Listen to understand, paraphrase to confirm understanding, and use non-judgmental language. Focus on serving the other person’s needs.

What are some common mistakes to avoid when paraphrasing, and how can they be corrected?

To avoid common paraphrasing mistakes, ensure you understand the speaker’s message, use your own words, and maintain the original meaning. Correct errors by checking with the speaker and clarifying any misunderstandings.

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However good you think your listening skills are, the only person who can tell you if you have understood correctly or not is the speaker.  Therefore, as an extension of good listening skills, you need to develop the ability to reflect words and feelings and to clarify that you have understood them correctly. 

It is often important that you and the speaker agree that what you understand is a true representation of what was meant to be said.

As well as understanding and reflecting the verbal messages of the speaker it is important to try to understand the emotions - this page explains how to use reflection effectively to help you build greater understanding of not only what is being said but the content, feeling and meaning of messages.

What is Reflecting?

Reflecting is the process of paraphrasing and restating both the feelings and words of the speaker.  The purposes of reflecting are:

• To allow the speaker to 'hear' their own thoughts and to focus on what they say and feel.
• To show the speaker that you are trying to perceive the world as they see it and that you are doing your best to understand their messages.
• To encourage them to continue talking.

Reflecting does not involve you asking questions, introducing a new topic or leading the conversation in another direction. Speakers are helped through reflecting as it not only allows them to feel understood, but it also gives them the opportunity to focus their ideas. This in turn helps them to direct their thoughts and further encourages them to continue speaking.

Two Main Techniques of Reflecting:

Mirroring is a simple form of reflecting and involves repeating almost exactly what the speaker says.

Mirroring should be short and simple.  It is usually enough to just repeat key words or the last few words spoken. This shows you are trying to understand the speakers terms of reference and acts as a prompt for him or her to continue. Be aware not to over mirror as this can become irritating and therefore a distraction from the message.

Paraphrasing

Paraphrasing involves using other words to reflect what the speaker has said. Paraphrasing shows not only that you are listening, but that you are attempting to understand what the speaker is saying.

It is often the case that people 'hear what they expect to hear' due to assumptions, stereotyping or prejudices. When paraphrasing, it is of utmost importance that you do not introduce your own ideas or question the speakers thoughts, feelings or actions. Your responses should be non-directive and non-judgemental.

It is very difficult to resist the temptation to ask questions and when this technique is first used, reflecting can seem very stilted and unnatural. You need to practice this skill in order to feel comfortable.

Reflecting Content, Feeling and Meaning

The most immediate part of a speaker's message is the content, in other words those aspects dealing with information, actions, events and experience, as verbalised by them.

Reflecting content helps to give focus to the situation but, at the same time, it is also essential to reflect the feelings and emotions expressed in order to more fully understand the message.

This helps the speaker to own and accept their own feelings, for quite often a speaker may talk about them as though they belong to someone else, for example using “you feel guilty” rather than “I feel guilty.”

A skilled listener will be able to reflect a speaker's feelings from body cues (non-verbal) as well as verbal messages. It is sometimes not appropriate to ask such direct questions as “How does that make you feel?”  Strong emotions such as love and hate are easy to identify, whereas feelings such as affection, guilt and confusion are much more subtle.  The listener must have the ability to identify such feelings both from the words and the non-verbal cues, for example body language, tone of voice, etc.

As well as considering which emotions the speaker is feeling, the listener needs to reflect the degree of intensity of these emotions.  For example:

Reflecting needs to combine content and feeling to truly reflect the meaning of what the speaker has said.  For example:

“ I just don't understand my boss.  One minute he says one thing and the next minute he says the opposite. ”

“ You feel very confused by him? ”

Reflecting meaning allows the listener to reflect the speaker's experiences and emotional response to those experiences.  It links the content and feeling components of what the speaker has said.

You may also be interested in our pages: What is Empathy? and Understanding Others .

Guidelines for Reflecting

• Be natural.
• Listen for the basic message - consider the content, feeling and meaning expressed by the speaker.
• Restate what you have been told in simple terms.
• When restating, look for non-verbal as well as verbal cues that confirm or deny the accuracy of your paraphrasing.  (Note that some speakers may pretend you have got it right because they feel unable to assert themselves and disagree with you.)
• Do not question the speaker unnecessarily.
• Do not add to the speaker's meaning.
• Do not take the speaker's topic in a new direction.
• Always be non-directive and non-judgemental.

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Our eBooks are ideal for anyone who wants to learn about or develop their communication skills, and are full of easy-to-follow practical information and exercises.

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See Also: The 10 Principles of Listening Questioning Skills and Techniques Note-Taking | Conflict Resolution

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Improving emotional intelligence (eq), conflict resolution skills.

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What is effective communication?

Tips for improving your communication skills.

• Tip 1: Understand the barriers to effective communication

Tip 2: Become an engaged listener

Tip 3: pay attention to nonverbal signals, tip 4: keep stress in check, tip 5: assert yourself, effective communication improving your interpersonal skills.

Want better communication skills? These tips will help you avoid misunderstandings, grasp the real meaning of what’s being communicated, and greatly improve your work and personal relationships.

Effective communication is about more than just exchanging information. It’s about understanding the emotion and intentions behind the information. As well as being able to clearly convey a message, you need to also listen in a way that gains the full meaning of what’s being said and makes the other person feel heard and understood.

Effective communication sounds like it should be instinctive. But all too often, when we try to communicate with others something goes astray. We say one thing, the other person hears something else, and misunderstandings, frustration, and conflicts ensue. This can cause problems in your home, school, and work relationships.

But by learning effective communication skills, you can deepen your connections to others, build greater trust and respect, and improve teamwork, problem solving, and your overall social and emotional health

Whether you’re trying to improve communication with your romantic partner, kids, boss, or coworkers, learning the following communication skills can help strengthen your interpersonal relationships.

Tip 1: Understand what’s stopping you from communicating well

Common barriers to effective communication include:

Stress and out-of-control emotion.  When you’re stressed or emotionally overwhelmed, you’re more likely to misread other people, send confusing or off-putting nonverbal signals, and lapse into unhealthy knee-jerk patterns of behavior. To avoid conflict and misunderstandings, you can learn how to quickly calm down before continuing a conversation.

Lack of focus.  You can’t communicate effectively when you’re multitasking. If you’re checking your phone , planning what you’re going to say next, or daydreaming, you’re almost certain to miss nonverbal cues in the conversation. To communicate effectively, you need to avoid distractions and stay focused.

Inconsistent body language.  Nonverbal communication should reinforce what is being said, not contradict it. If you say one thing, but your body language says something else, your listener will likely feel that you’re being dishonest. For example, you can’t say “yes” while shaking your head no.

[Read: Nonverbal Communication and Body Language]

Negative body language.  If you disagree with or dislike what’s being said, you might use negative body language to rebuff the other person’s message, such as crossing your arms, avoiding eye contact, or tapping your feet. You don’t have to agree with, or even like what’s being said, but to communicate effectively and not put the other person on the defensive, it’s important to avoid sending negative signals.

When communicating with others, we often focus on what we should say. However, effective communication is less about talking and more about listening. Listening well means not just understanding the words or the information being communicated, but also understanding the emotions the speaker is trying to convey.

There’s a big difference between engaged listening and simply hearing. When you really listen—when you’re engaged with what’s being said—you’ll hear the subtle intonations in someone’s voice that tell you how that person is feeling and the emotions they’re trying to communicate. When you’re an engaged listener, not only will you better understand the other person, you’ll also make that person feel heard and understood, which can help build a stronger, deeper connection between you.

By communicating in this way, you’ll also experience a process that  lowers stress and supports physical and emotional well-being. If the person you’re talking to is calm, for example, listening in an engaged way will help to calm you, too. Similarly, if the person is agitated, you can help calm them by listening in an attentive way and making the person feel understood.

If your goal is to fully understand and connect with the other person, listening in an engaged way will often come naturally. If it doesn’t, try the following tips. The more you practice them, the more satisfying and rewarding your interactions with others will become.

Tips for becoming an engaged listener

Focus fully on the speaker.  You can’t listen in an engaged way if you’re  constantly checking your phone or thinking about something else. You need to stay focused on the moment-to-moment experience in order to pick up the subtle nuances and important nonverbal cues in a conversation. If you find it hard to concentrate on some speakers, try repeating their words over in your head—it’ll reinforce their message and help you stay focused.

Favor your right ear.  As strange as it sounds, the left side of the brain contains the primary processing centers for both speech comprehension and emotions. Since the left side of the brain is connected to the right side of the body, favoring your right ear can help you better detect the emotional nuances of what someone is saying.

Avoid interrupting or trying to redirect the conversation to your concerns.  By saying something like, “If you think that’s bad, let me tell you what happened to me.” Listening is not the same as waiting for your turn to talk. You can’t concentrate on what someone’s saying if you’re forming what you’re going to say next. Often, the speaker can read your facial expressions and know that your mind’s elsewhere.

Show your interest in what’s being said.  Nod occasionally, smile at the person, and make sure your posture is open and inviting. Encourage the speaker to continue with small verbal comments like “yes” or “uh huh.”

Try to set aside judgment.  In order to communicate effectively with someone, you don’t have to like them or agree with their ideas, values, or opinions. However, you do need to set aside your judgment and withhold blame and criticism in order to fully understand them. The most difficult communication, when successfully executed, can often lead to an unlikely connection with someone.

[Read: Improving Emotional Intelligence (EQ)]

Provide feedback. If there seems to be a disconnect, reflect what has been said by paraphrasing. “What I’m hearing is,” or “Sounds like you are saying,” are great ways to reflect back. Don’t simply repeat what the speaker has said verbatim, though—you’ll sound insincere or unintelligent. Instead, express what the speaker’s words mean to you. Ask questions to clarify certain points: “What do you mean when you say…” or “Is this what you mean?”

Hear the emotion behind the words . It’s the higher frequencies of human speech that impart emotion. You can become more attuned to these frequencies—and thus better able to understand what others are really saying—by exercising the tiny muscles of your middle ear (the smallest in the body). You can do this by singing, playing a wind instrument, or listening to certain types of high-frequency music (a Mozart symphony or violin concerto, for example, rather than low-frequency rock, pop, or hip-hop).

The way you look, listen, move, and react to another person tells them more about how you’re feeling than words alone ever can. Nonverbal communication, or body language, includes facial expressions, body movement and gestures, eye contact, posture, the tone of your voice, and even your muscle tension and breathing.

Developing the ability to understand and use nonverbal communication can help you connect with others, express what you really mean, navigate challenging situations, and build better relationships at home and work.

• You can enhance effective communication by using open body language—arms uncrossed, standing with an open stance or sitting on the edge of your seat, and maintaining eye contact with the person you’re talking to.
• You can also use body language to emphasize or enhance your verbal message—patting a friend on the back while complimenting him on his success, for example, or pounding your fists to underline your message.

Improve how you  read nonverbal communication

Be aware of individual differences. People from different countries and cultures tend to use different nonverbal communication gestures, so it’s important to take age, culture, religion, gender, and emotional state into account when reading body language signals. An American teen, a grieving widow, and an Asian businessman, for example, are likely to use nonverbal signals differently.

Look at nonverbal communication signals as a group. Don’t read too much into a single gesture or nonverbal cue. Consider all of the nonverbal signals you receive, from eye contact to tone of voice to body language. Anyone can slip up occasionally and let eye contact go, for example, or briefly cross their arms without meaning to. Consider the signals as a whole to get a better “read” on a person.

Improve how you  deliver nonverbal communication

Use nonverbal signals that match up with your words rather than contradict them. If you say one thing, but your body language says something else, your listener will feel confused or suspect that you’re being dishonest. For example, sitting with your arms crossed and shaking your head doesn’t match words telling the other person that you agree with what they’re saying.

Adjust your nonverbal signals according to the context. The tone of your voice, for example, should be different when you’re addressing a child than when you’re addressing a group of adults. Similarly, take into account the emotional state and cultural background of the person you’re interacting with.

Avoid negative body language. Instead, use body language to convey positive feelings, even when you’re not actually experiencing them. If you’re nervous about a situation—a job interview, important presentation, or first date, for example—you can use positive body language to signal confidence, even though you’re not feeling it. Instead of tentatively entering a room with your head down, eyes averted, and sliding into a chair, try standing tall with your shoulders back, smiling and maintaining eye contact, and delivering a firm handshake. It will make you feel more self-confident and help to put the other person at ease.

How many times have you felt stressed during a disagreement with your spouse, kids, boss, friends, or coworkers and then said or done something you later regretted? If you can quickly relieve stress and return to a calm state, you’ll not only avoid such regrets, but in many cases you’ll also help to calm the other person as well. It’s only when you’re in a calm, relaxed state that you’ll be able to know whether the situation requires a response, or whether the other person’s signals indicate it would be better to remain silent.

In situations such as a job interview, business presentation, high-pressure meeting, or introduction to a loved one’s family, for example, it’s important to manage your emotions, think on your feet, and effectively communicate under pressure.

Communicate effectively by staying calm under pressure

Use stalling tactics to give yourself time to think. Ask for a question to be repeated or for clarification of a statement before you respond.

Pause to collect your thoughts. Silence isn’t necessarily a bad thing—pausing can make you seem more in control than rushing your response.

Make one point and provide an example or supporting piece of information. If your response is too long or you waffle about a number of points, you risk losing the listener’s interest. Follow one point with an example and then gauge the listener’s reaction to tell if you should make a second point.

Deliver your words clearly. In many cases, how you say something can be as important as what you say. Speak clearly, maintain an even tone, and make eye contact. Keep your body language relaxed and open.

Wrap up with a summary and then stop. Summarize your response and then stop talking, even if it leaves a silence in the room. You don’t have to fill the silence by continuing to talk.

Quick stress relief for effective communication

When a conversation starts to get heated, you need something quick and immediate to bring down the emotional intensity. By learning to quickly reduce stress in the moment, you can safely take stock of any strong emotions you’re experiencing, regulate your feelings, and behave appropriately.

Recognize when you’re becoming stressed. Your body will let you know if you’re stressed as you communicate. Are your muscles or stomach tight? Are your hands clenched? Is your breath shallow? Are you “forgetting” to breathe?

Take a moment to calm down before deciding to continue a conversation or postpone it.

Bring your senses to the rescue. The best way to rapidly and reliably relieve stress is through the senses—sight, sound, touch, taste, smell—or movement. For example, you could pop a peppermint in your mouth, squeeze a stress ball in your pocket, take a few deep breaths, clench and relax your muscles, or simply recall a soothing, sensory-rich image. Each person responds differently to sensory input, so you need to find a coping mechanism that is soothing to you.

[Read: Quick Stress Relief]

Look for humor in the situation. When used appropriately, humor is a great way to relieve stress when communicating . When you or those around you start taking things too seriously, find a way to lighten the mood by sharing a joke or an amusing story.

Be willing to compromise. Sometimes, if you can both bend a little, you’ll be able to find a happy middle ground that reduces the stress levels for everyone concerned. If you realize that the other person cares much more about an issue than you do, compromise may be easier for you and a good investment for the future of the relationship.

Agree to disagree, if necessary, and take time away from the situation so everyone can calm down. Go for a stroll outside if possible, or spend a few minutes meditating. Physical movement or finding a quiet place to regain your balance can quickly reduce stress.

Find your space for healing and growth

Regain is an online couples counseling service. Whether you’re facing problems with communication, intimacy, or trust, Regain’s licensed, accredited therapists can help you improve your relationship.

Direct, assertive expression makes for clear communication and can help boost your self-esteem and decision-making skills. Being assertive means expressing your thoughts, feelings, and needs in an open and honest way, while standing up for yourself and respecting others. It does NOT mean being hostile, aggressive, or demanding. Effective communication is always about understanding the other person, not about winning an argument or forcing your opinions on others.

To improve your assertiveness

Value yourself and your options. They are as important as anyone else’s.

Know your needs and wants. Learn to express them without infringing on the rights of others.

Express negative thoughts in a positive way. It’s  okay to be angry , but you must remain respectful as well.

Receive feedback positively. Accept compliments graciously, learn from your mistakes, ask for help when needed.

Learn to say “no.” Know your limits and don’t let others take advantage of you. Look for alternatives so everyone feels good about the outcome.

Developing assertive communication techniques

Empathetic assertion conveys sensitivity to the other person. First, recognize the other person’s situation or feelings, then state your needs or opinion. “I know you’ve been very busy at work, but I want you to make time for us as well.”

Escalating assertion can be employed when your first attempts are not successful. You become increasingly firm as time progresses, which may include outlining consequences if your needs are not met. For example, “If you don’t abide by the contract, I’ll be forced to pursue legal action.”

Practice assertiveness in lower risk situations to help build up your confidence. Or ask friends or family if you can practice assertiveness techniques on them first.

More Information

• Effective Communication: Improving Your Social Skills - Communicate more effectively, improve your conversation skills, and become more assertive. (AnxietyCanada)
• Core Listening Skills - How to be a better listener. (SucceedSocially.com)
• Effective Communication - How to communicate in groups using nonverbal communication and active listening techniques. (University of Maine)
• Some Common Communication Mistakes - And how to avoid them. (SucceedSocially.com)
• 3aPPa3 – When cognitive demand increases, does the right ear have an advantage? – Danielle Sacchinell | Acoustics.org . (n.d.). Retrieved May 22, 2022, from Link
• How to Behave More Assertively . (n.d.). 10. Weger, H., Castle Bell, G., Minei, E. M., & Robinson, M. C. (2014). The Relative Effectiveness of Active Listening in Initial Interactions.  International Journal of Listening , 28(1), 13–31. Link

More in Communication

How to read body language to build better relationships at home and work

Boost your EQ to help find happiness and success

Tips for handling conflicts, arguments, and disagreements

How to feel and respond to the emotions of others

Tips and techniques for getting anger under control

Using laughter and play to resolve disagreements

The 5 Love Languages

What they are and how they influence relationships

Turning Off the Gas on Your Gaslighter

5 ways to deal with gaslighting

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10 Good Communication Skills In The Workplace (Guide 2024)

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Photo by rivage on Unsplash

Introduction

Effective communication skills are essential in the modern workplace, regardless of your job level or industry. The ability to communicate information clearly, concisely and with impact can make the difference between success and failure.

In this comprehensive guide, we’ll explore 10 key communication skills that can help you excel in your career. We’ll also discuss why communication skills are so important, the different types of communication, and how to highlight your communication abilities on your CV and in job interviews.

Why Communication Skills Are Important in the Workplace

Communication is one of the most sought-after skills by employers today. Strong communication abilities allow you to:

• Convey information, instructions and ideas effectively
• Build positive relationships with colleagues, managers and clients
• Collaborate productively on projects and solve problems efficiently
• Negotiate, persuade and influence others
• Provide excellent customer service
• Advance your career through effective self-promotion

When communication breaks down in the workplace, it can lead to misunderstandings, reduced productivity, low morale and even conflict. That’s why honing your communication skills is so crucial, no matter what your role or industry.

The 4 Types of Communication Skills

Effective communication is multi-faceted, involving a range of verbal, nonverbal, written and visual skills. The four main types of communication skills are:

Mastering each of these four communication skill types is essential for thriving in the modern workplace.

10 Good Communication Skills Examples for 2024

Here are 10 key communication skills that can help you excel in your career:

Developing these 10 communication skills takes time and practice, but the payoff can be significant for your career success. Regularly assess your communication strengths and weaknesses, and seek out opportunities to improve.

Which Jobs Require Strong Communication Skills?

Communication skills are crucial in virtually every job and industry. Some roles where excellent communication abilities are particularly important include:

• Customer service and sales positions
• Management and leadership roles
• Consultancy and advisory roles
• Public relations and marketing roles
• Teaching, training and coaching roles
• Creative roles like writing, journalism and public speaking

Even for highly technical or specialized jobs, the ability to communicate complex information in a clear and engaging way is invaluable. Strong communication skills can help you excel in your current role and open doors to new career opportunities.

Emphasizing Communication Skills on Your CV and in Interviews

When applying for jobs, it’s important to highlight your communication skills throughout your CV and in job interviews. Here are some tips:

On Your CV:

• Include communication-focused achievements and responsibilities in your work history
• Showcase written communication skills through well-structured, error-free writing
• List relevant communication-related skills and training (e.g. public speaking, negotiation, active listening)
• Provide examples of how you’ve used communication skills to benefit your employer

In Interviews:

• Prepare examples of times you’ve demonstrated strong communication abilities
• Use confident, clear and friendly body language and tone of voice
• Listen carefully to questions and respond concisely and directly
• Ask thoughtful questions that show your engagement and communication skills
• Emphasize your ability to communicate effectively with diverse stakeholders

By emphasizing your communication prowess, you can demonstrate to employers that you have the essential skills to succeed in the role and contribute to the organization.

Effective communication skills are vital for career success in the modern workplace. By mastering the 10 communication skills outlined in this guide – including emotional intelligence, clarity, friendliness, confidence, empathy and more – you can set yourself up for professional advancement.

Remember that communication is a multi-faceted skill that can always be improved through regular practice and self-reflection. Consider taking a career test or psychometric test to better understand your communication strengths and development areas.

With commitment and the right strategies, you can become an exceptional communicator and unlock new opportunities for growth and success in your career.

• For Small Business

15 Essential Customer Support Skills Every Rep Needs in 2024

• May 14, 2024
• by steven-austin

In today‘s highly competitive business landscape, delivering exceptional customer support has become a critical differentiator for companies across industries. As customer expectations continue to evolve, support professionals must possess a diverse set of skills to effectively address customer needs, build lasting relationships, and drive customer satisfaction. In this comprehensive guide, we will explore 15 essential customer support skills that are crucial for success in 2024 and beyond.

1. Empathy and Emotional Intelligence

Empathy and emotional intelligence form the foundation of excellent customer support. A study by the Temkin Group found that companies that prioritize customer empathy outperform their competitors by 85% in sales growth. Empathy enables support professionals to put themselves in the customer‘s shoes, understand their perspective, and genuinely connect with their concerns.

To demonstrate empathy, support reps should:

• Actively listen to customers without interrupting
• Acknowledge and validate customer emotions
• Use a warm and caring tone of voice
• Show genuine interest in the customer‘s situation

Emotional intelligence, on the other hand, allows support professionals to navigate complex emotional situations, remain calm under pressure, and respond appropriately to customer emotions. According to a study by the Harvard Business Review, emotional intelligence accounts for nearly 90% of what sets high performers apart from peers with similar technical skills and knowledge.

To develop emotional intelligence, support reps should:

• Practice self-awareness and recognize their own emotions
• Manage their emotions and maintain composure in challenging situations
• Show empathy and understanding towards customers and colleagues
• Adapt their communication style to match the customer‘s emotional state

2. Clear Communication and Adaptability

Effective communication is the cornerstone of successful customer support interactions. A study by Accenture found that 89% of customers get frustrated because they need to repeat their issues to multiple support representatives. To avoid this, support professionals must possess excellent verbal and written communication skills, articulating complex information in a clear, concise, and easily understandable manner.

To enhance communication skills, support reps should:

• Use plain language and avoid technical jargon
• Break down complex issues into smaller, digestible parts
• Provide step-by-step instructions and visual aids when necessary
• Confirm understanding and ask for feedback

Moreover, with the proliferation of multiple support channels, adaptability has become a crucial skill. Support professionals should be proficient in using various communication tools and platforms, tailoring their responses to the specific channel while maintaining a consistent brand voice and tone.

3. Problem-Solving and Resourcefulness

Customer support often involves dealing with complex issues that require creative problem-solving skills. A study by Forrester found that 73% of customers say that valuing their time is the most important thing a company can do to provide good online customer service. To effectively resolve customer inquiries, support professionals must analyze problems, break them down into manageable components, and identify efficient solutions.

To enhance problem-solving skills, support reps should:

• Gather relevant information and ask clarifying questions
• Break down complex issues into smaller, manageable parts
• Utilize available resources, such as knowledge bases and troubleshooting guides
• Collaborate with teammates and experts when necessary

Additionally, a proactive approach to problem-solving can greatly enhance the customer experience. Support professionals should anticipate potential issues and provide proactive solutions or workarounds to prevent customer frustration. By taking ownership of the problem and going the extra mile to find a resolution, support reps can demonstrate their commitment to customer success.

4. Product Knowledge and Continuous Learning

Thorough product knowledge is essential for providing accurate and timely solutions to customers. A study by Deloitte found that 62% of companies view customer service as a competitive differentiator, and knowledgeable support staff play a vital role in delivering exceptional service. Support professionals must have a deep understanding of the products or services they support, enabling them to answer questions confidently, troubleshoot issues effectively, and offer relevant recommendations.

To expand product knowledge, support reps should:

• Attend regular training sessions and product demos
• Explore product documentation and user guides
• Engage in hands-on experience with the products or services
• Stay updated with the latest product features and updates

In today‘s fast-paced business environment, continuous learning is crucial for support professionals to stay ahead of the curve. They must embrace a growth mindset and actively seek out learning opportunities to enhance their skills and knowledge. This can include participating in webinars, attending industry conferences, and staying updated with relevant blogs and online communities.

5. Positive Attitude and Resilience

Maintaining a positive attitude is essential for delivering exceptional customer support, even in the face of challenging situations. A study by McKinsey found that 70% of buying experiences are based on how the customer feels they are being treated. Support professionals must remain calm, empathetic, and solution-oriented, creating a pleasant experience for the customer.

To cultivate a positive attitude, support reps should:

• Start each interaction with a smile and a friendly greeting
• Use positive language and avoid negative phrases
• Focus on solutions rather than dwelling on problems
• Maintain a calm and professional demeanor

Resilience is another critical attribute for support professionals. They must be able to bounce back from difficult interactions, learn from mistakes, and maintain their motivation and enthusiasm. By viewing challenges as opportunities for growth and learning, support reps can continuously improve their skills and deliver better service.

6. Collaboration and Teamwork

Effective customer support often relies on collaboration and teamwork within the support team. A study by Zendesk found that high-performing support teams are nearly 3 times more likely to say they have a collaborative culture. Support professionals should work seamlessly with their colleagues, leveraging each other‘s strengths and expertise to resolve complex customer issues.

To foster collaboration and teamwork, support reps should:

• Communicate openly and transparently with teammates
• Share knowledge and best practices
• Offer assistance and support to colleagues when needed
• Participate in team meetings and discussions

Moreover, collaboration extends beyond the support team. Support professionals should actively engage with other departments, such as product development, sales, and marketing, to provide valuable customer insights and drive customer-centric improvements across the organization.

7. Time Management and Prioritization

In a fast-paced support environment, effective time management and prioritization are critical skills. A study by Forrester found that 77% of customers say that valuing their time is the most important thing a company can do to provide good service. Support professionals must efficiently manage their time and prioritize tasks to handle a high volume of customer inquiries while meeting response time targets.

To improve time management and prioritization, support reps should:

• Use ticketing systems and help desk software to organize and track customer inquiries
• Prioritize tasks based on urgency, impact, and customer value
• Set realistic goals and deadlines for resolving customer issues
• Utilize automation and self-service options to streamline workflows

By effectively managing their time and focusing on high-priority issues, support professionals can ensure timely and efficient service delivery, leading to improved customer satisfaction and loyalty.

8. Data Analysis and Customer Feedback

Data-driven decision-making is becoming increasingly important in customer support. A study by Gartner found that organizations that leverage customer data to generate behavioral insights outperform peers by 85% in sales growth. Support professionals should be comfortable working with data and leveraging analytics to identify trends, patterns, and areas for improvement.

To leverage data effectively, support reps should:

• Track and analyze key performance metrics, such as response times and resolution rates
• Monitor customer satisfaction scores and feedback
• Identify common issues and pain points through data analysis
• Use insights to drive process improvements and optimize support strategies

Additionally, actively seeking and incorporating customer feedback is crucial for driving continuous improvement. Support professionals should encourage customers to provide feedback through surveys, post-interaction ratings, or open-ended comments. By regularly reviewing and acting upon customer feedback, support teams can identify areas for improvement and enhance the overall customer experience.

9. Digital Literacy and Technical Skills

In today‘s digital age, customer support professionals must possess a strong foundation in digital literacy and technical skills. A study by Dimension Data found that 42% of customers prefer to use digital channels for simple inquiries. Support reps should be proficient in using various support tools, such as customer relationship management (CRM) systems, help desk software, and live chat platforms.

To enhance digital literacy and technical skills, support reps should:

• Attend training sessions on relevant support tools and technologies
• Explore online resources and tutorials to expand their knowledge
• Engage in hands-on practice with support tools and platforms
• Stay updated with emerging technologies and industry trends

Furthermore, as artificial intelligence (AI) and automation continue to transform customer support, support professionals should embrace these technologies and learn to work alongside them. Understanding how to leverage AI-powered chatbots, virtual assistants, and knowledge management systems can greatly enhance the efficiency and effectiveness of support interactions.

10. Continuous Skill Development and Training

Continuous skill development and training are essential for customer support professionals to stay ahead in an ever-evolving industry. A study by LinkedIn found that 94% of employees would stay at a company longer if it invested in their learning and development. Regular participation in training programs, workshops, and webinars can help support reps enhance their technical knowledge, communication skills, and problem-solving abilities.

To prioritize skill development, support reps should:

• Identify areas for personal and professional growth
• Actively seek out training opportunities within the organization
• Participate in industry conferences and webinars
• Engage in self-directed learning through online courses and resources

In addition to formal training, support professionals should actively seek out opportunities for self-directed learning. Staying updated with industry blogs, podcasts, and online communities can provide valuable insights into best practices, emerging trends, and innovative support strategies.

11. Active Listening and Patience

Active listening and patience are essential skills for customer support professionals to understand and address customer needs effectively. A study by Microsoft found that 30% of consumers say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. Support reps must give their full attention to customers, listen carefully to their concerns, and demonstrate patience throughout the interaction.

To practice active listening, support reps should:

• Minimize distractions and focus on the customer
• Use verbal and non-verbal cues to show engagement
• Paraphrase and summarize the customer‘s issue to ensure understanding
• Ask clarifying questions to gather more information

Patience is crucial when dealing with frustrated or confused customers. Support professionals must remain calm, empathetic, and solution-oriented, even in challenging situations. By giving customers the time and space to express their concerns and providing clear and concise explanations, support reps can diffuse tense situations and build trust with customers.

12. Flexibility and Adaptability

Flexibility and adaptability are essential skills for customer support professionals to navigate the dynamic nature of customer service. A study by PwC found that 54% of customers say they feel companies need to transform how they engage with them. Support reps must be able to adapt to changing customer needs, new technologies, and evolving business processes.

To cultivate flexibility and adaptability, support reps should:

• Embrace change and be open to new ideas and approaches
• Continuously learn and update their skills and knowledge
• Be willing to take on new roles and responsibilities as needed
• Adapt their communication style to match the customer‘s preferences

By being flexible and adaptable, support professionals can quickly respond to changing customer expectations, technological advancements, and organizational shifts, ensuring consistent and high-quality service delivery.

13. Organizational Skills and Attention to Detail

Organizational skills and attention to detail are critical for customer support professionals to manage multiple tasks, prioritize effectively, and ensure accurate and thorough service delivery. A study by Stella Service found that 37% of customers expect a response to their email within one hour. Support reps must be able to manage their workload efficiently, keep track of customer interactions, and provide accurate and detailed information to customers.

To enhance organizational skills and attention to detail, support reps should:

• Use task management tools and calendars to organize and prioritize tasks
• Create and maintain detailed customer interaction notes
• Double-check information and solutions before providing them to customers
• Follow established processes and procedures consistently

By being organized and detail-oriented, support professionals can ensure timely and accurate service delivery, minimize errors, and improve overall customer satisfaction.

14. Cultural Awareness and Sensitivity

In today‘s globalized business environment, cultural awareness and sensitivity are essential skills for customer support professionals to effectively serve a diverse customer base. A study by Deloitte found that 83% of millennials are more likely to purchase from companies that align with their values. Support reps must be able to understand and respect cultural differences, adapt their communication style, and provide inclusive and equitable service to all customers.

To cultivate cultural awareness and sensitivity, support reps should:

• Educate themselves about different cultures, customs, and communication styles
• Use inclusive language and avoid stereotypes or biases
• Be open-minded and respectful of diverse perspectives and experiences
• Seek feedback and guidance when unsure about cultural nuances

By demonstrating cultural awareness and sensitivity, support professionals can build stronger relationships with customers, foster a sense of inclusivity, and contribute to a positive brand reputation.

15. Emotional Resilience and Self-Care

Emotional resilience and self-care are essential skills for customer support professionals to manage stress, maintain well-being, and prevent burnout. A study by Gallup found that 67% of employees experience burnout at work. Support reps must be able to handle the emotional demands of the job, manage their own emotions, and prioritize their mental and physical health.

To build emotional resilience and practice self-care, support reps should:

• Develop a support network of colleagues, friends, and family
• Practice stress management techniques, such as deep breathing and meditation
• Set boundaries and take regular breaks throughout the workday
• Engage in hobbies and activities that promote relaxation and well-being

By prioritizing emotional resilience and self-care, support professionals can maintain a positive mindset, deliver consistent and high-quality service, and prevent burnout in the long run.

Delivering exceptional customer support in 2024 and beyond requires a diverse set of skills that go beyond traditional technical knowledge. Empathy, emotional intelligence, clear communication, problem-solving, and a positive attitude form the foundation of effective support interactions. By continuously developing these skills and embracing new technologies and best practices, support professionals can excel in their roles and contribute to the success of their organizations.

Investing in the skill development of customer support teams is not only beneficial for individual performance but also has a direct impact on customer satisfaction, loyalty, and business growth. As customer expectations continue to evolve, companies that prioritize the cultivation of these essential customer support skills will be well-positioned to differentiate themselves in a competitive market and build lasting relationships with their customers.

By mastering these 15 essential customer support skills and adapting to the changing needs of customers, support professionals can navigate the challenges of the future and deliver exceptional service that sets their organizations apart. The path to customer support excellence lies in the continuous development of these skills, coupled with a customer-centric mindset and a commitment to delivering outstanding experiences at every touchpoint.