We communicate with customers, managers and employees on the telephone, via e-mail, in person and in written form. Our body language communicates how we feel or think about a situation or an individual even when we do not utter a word. The average manager or administrator spends a minimum of 60 percent of each work day listening to customers and staff. That totals 24 hours in the 40 hour work week. There is no other single interpersonal skill as important to group dynamics, team development or customer service as the ability to communicate effectively.
Communication is a learned skill.
As children, we spend between 8 to 12 years learning to read and write. The average businessperson uses both of these skills 20-25 percent of the time on any given day. Existing American educational systems, however, only provide for one to two years of teaching speaking skills. Very few American schools make any attempt to teach students how to listen. In the business world, we use both skills 70-75 percent of the time.