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Yousef Almulla: This Is A Complete Research On Effective Communication With More Emphasis On Workplace
Yousef Almulla: This Is A Complete Research On Effective Communication With More Emphasis On Workplace
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Definition of Communication from
Merriam-Webster Dictionary
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Definition of Communication from
The American Heritage® Dictionary
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When does it happen?
• When a person sends or receives
information, ideas and feelings with
others not only using spoken or
written communication but also
nonverbal communication.
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Communication is more than information!
Communication is more
than merely keeping the
employees updated as to
what may be going on in
your organization or in
the company at large. To
do that, all you need is an
e-mail message and a
computer.
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Who’s accountable?
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Communication is not one way
Boss Employee
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Is it possible to NOT
communicate???
NO
That's because communication does not involve
just words, but it also is related to behavior, and
unless one is dead, one always "behaves". Even
staying still is a behavior. Silence communicates.
Our bodies communicate non-verbally. So, so long
as there is life there is communication, even if the
person is intentionally trying to cease all
communication.
Why do we communicate?
• We communicate with ourselves and other
people to fill current inner tensions, or needs.
• The six current needs we each try to fill are...
– to feel respected by Self and others; and...
– to give or get credible information; and/or ...
– to cause or prevent inner and/or interpersonal change
- including changing or maintaining the emotional
distance between us and others; and/or...
– to vent - i.e. to feel deeply understood and accepted
(vs. to get "fixed"); and/or...
– to create excitement (reduce numbness or boredom);
and/or...
– to avoid something uncomfortable, like silence or a
confrontation
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• People in organizations typically spend over 75% of
their time communicating.
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Employees seek and deserve a
boss who is open, accessible,
and responsive
By having frequent direct contact with your
employees, listening to what they say, and
having honest two-way communication with
them, you are far more likely to be the boss
they deserve, respect, and trust. And you are
far more likely to identify issues before they
become problems, and solve problems
before they become crises.
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Noise
Sender
Start with a Communication
Receiver
meaning/ message Channels
message to send Receive message
Report/Phone/
Meeting/Computer Decode and
Encode (verbal
and nonverbal) Convert to
Meaning
Send message
Feedback Respond
Interact with
feedback
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Continuous process of
encoding and decoding
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Elements of Communication Process
Channel. The message is
sent via a channel, which
can be made of a variety
Noise. The channel is
of materials. In acoustic
subjected to various sources
Input. The sender has an communication it consists
of noise. One example is
intention to communicate of air, in written
telephone communication,
with another person. This communication of paper
where numerous secondary
intention makes up the or other writing materials.
sounds are audible.
content of the message.
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Elements of
Communication Process
• Channel: The medium by which the message is
transmitted. Normal channels include sound and light
waves. Other channels include books, newspapers,
magazines, movies, radio and TV broadcast,
cassettes, photos, phones and computers.
• Receiver: Analyzes and translates it to meaning. He
basically receives message, decodes and responds.
– Decoding: Since the message contains codes (verbal
and nonverbal), every receiver will interprets and
translates it based on his background and previous
experiences.
• Feedback: The response that receiver sends to the
sender. It shows if the message has been received
and understood as intended to be.
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Communication Channels
(Media)
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Communication
Characteristics
• Continuous process.
• Complete system.
• Interactive, timely and ever-
changing.
• Mostly irreversible.
• Intentional or unintentional.
• Multi-directional.
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Communication
Misconceptions
• Communication will solve all problems: It may
result in creating new problems.
• More communication is better: more negative
communication will result in more negative results.
Quality is more important than quantity.
• Communication is always positive: It may be
positive or negative.
• Words carry meanings: nonverbal communication
will carry most of the meanings.
• Communication is natural ability: You can
develop and sharpen communication skills.
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How Meaning is Conveyed?
7%
spoken or
written words
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Non-verbal communication is
two-way communication
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Reading Nonverbal
Communication Cues
A large percentage of the
meaning we derive from the non-
verbal cues that the other person
gives. Often a person says one
thing but communicates
something totally different
through vocal intonation and
body language.
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Reading Nonverbal
Communication Cues
• These mixed signals force
the receiver to choose
between the verbal and
nonverbal parts of the
message. Most often, the
receiver chooses the
nonverbal aspects.
• Mixed messages create
tension and distrust because
the receiver senses that the
communicator is hiding
something or is being less
than candid.
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Nonverbal communication
is made up of the
following parts:
• Visual • Vocal
• Tactile • Use of space
(Physical) and image
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Visual
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Vocal
• The meaning of words can
be altered significantly by
changing the intonation of
one's voice.
• Think of how many ways
you can say "no“
• you could express mild
doubt, terror, amazement,
anger among other
emotions. Vocal meanings
vary across cultures.
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Example
say
sayit itinina away
waythat
thatclearly
indicates
indicates
that the
that
employee
the employee is doingis adoing
rathera average
great job.job.
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Physical Space
• At the risk of stereotyping, we will
generalize and state that Americans
and Northern Europeans typify the
non-contact group with small amounts
of touching and relatively large spaces
between them during transactions.
Arabs and Latin normally stand closer
together and do a lot of touching
during communication.
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Image
• We use "things" to
communicate. This can
involve expensive things,
neat or messy things,
photographs, plants, etc.
We use clothing and
other dimensions of
physical appearance to
communicate our values
and expectations.
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The use of gestures, movements, material
things and space can clarify or confuse the
meaning of verbal communication.
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Nonverbal cues can play five roles:
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How to do it?
• Maintain a high degree of
feedback throughout the
communication process.
Feedback is a constant
barometer to let you know if the
message you are sending is the
same one that your employees
are receiving.
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How to do it?
positive question-and-answer approach
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Develop your skills in
constructive feedback
• Be aware of the many reasons why
people are hesitant to give feedback.
• It is crucial that we realize how critical
feedback can be and overcome our
difficulties; it is very important and can
be very rewarding but it requires skill,
understanding, courage, and respect
for yourself and others.
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Why supervisors are often
reluctant to provide feedback
• fear of the other person's reaction; people
can get very defensive and emotional when
confronted with feedback and many
supervisors are very fearful of the reaction
• the feedback may be based on subjective
feeling and the supervisor may be unable to
give concrete information if the other person
questions the basis for the feedback
• the information on which the feedback is
based (eg. performance appraisal) may be a
very flawed process and the supervisor may
not totally trust the information
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Other factors may get in the way
of effective feedback sessions:
• defensiveness, distorted perceptions, guilt, project,
transference, distortions from the past
• misreading of body language, tone
• noisy transmission (unreliable messages,
inconsistency)
• receiver distortion: selective hearing, ignoring non-
verbal cues
• power struggles
• language-different levels of meaning
• supervisors hesitation to be candid
• assumptions-eg. assuming others see situation same
as you, has same feelings as you
• distrusted source, erroneous translation, value
judgment, state of mind of two people
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Other factors may get in the way
of effective feedback sessions:
• Part of the feedback process involves understanding
and predicting how the other person will react. Or in
the case of our receiving feedback, we need to
understand ways that we respond to feedback,
especially threatening feedback.
• People often react negatively to threatening feedback.
This reaction can take a number of forms including:
– selective reception and selective perception
– doubting motive of the giver
– denying validity of the data
– rationalizing
– attack the giver of the data
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Characteristics of effective feedback
– Specific: "You wrote a thorough analysis on the
Anderson project," rather than "You've been doing a
good job lately."
– Timely: Give feedback as soon as possible. Excellent
feedback presented at an inappropriate time may do
more harm than good.
– Descriptive: Give facts. Talk about your observations,
rather than what you'd concluded from your
observations. Focus on the behavior not the person.
– Sensitive: When emotions run high, allow a cooling-off
period before talking.
– Helpful: When feedback is negative, explore alternatives
for improvement so the employee has goals to aim for.
Use the "sandwich technique" by saying one positive
statement followed by the negative feedback and then
another compliment.
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Feedback is crucial for
effective communication
• Effective communication will only
come if communicators at all
organizational levels seek out
feedback and take appropriate
action to ensure that the intended
meaning is passed on to the
relevant audience.
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What is Active Listening?
By definition, listening to your employees
means that you are truly paying attention to
what they are saying.
It is not a passive process in which you nod
and raise an occasional eyebrow. Rather,
listening is an active and involved process
in which you use several specific strategies
to be absolutely certain that the message
you are receiving is the one your
employees are sending.
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What is Active Listening?
• Good communication is
a two-way street, a
process of give and take
between individuals.
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Statistics support Active
Listening
Developing Active Listening Skills
– interviewing candidates
– solving work problems
– seeking to help an employee
on work performance
– finding out reasons for
performance discrepancies.
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Developing Active Listening Skills
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Developing Active Listening Skills
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Developing Active Listening Skills
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Developing Active Listening Skills
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Approaches that Facilitates
Active Listening
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Miscommunication happens!
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Miscommunication happens!
• Interpersonal Barriers
• Organizational Barriers
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Interpersonal barriers
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Interpersonal Barriers
Perception
• Communication depends on our perception, or how we perceive
people, their motives, and intentions. We consciously and
unconsciously choose from streams of sensory data, we
concentrate on some bits, and we ignore others. We call this
process "perceptual selection". Perceptual selection affects what
we hear and how we hear it, and whether and how we are willing to
respond (Buchanan and Huczynski, 1997).
• Perceptual Biases: People attend to stimuli in the environment in
very different ways. We each have shortcuts that we use to
organize data. Invariably, these shortcuts introduce some biases
into communication. Some of these shortcuts include stereotyping,
projection, and self-fulfilling prophecies. Stereotyping is one of the
most common. This is when we assume that the other person has
certain characteristics based on the group to which they belong
without validating that they in fact have these characteristics.
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Interpersonal Barriers
Perception
• Interpersonal
How Relationships:
to minimize How we perceive
this barrier?
communication is affected by the past experience with
• improve our Perception
the individual. self-awareness of our by
is also affected own
the
values, beliefs,
organizational and attitudes
relationship andhave.
two people howForthey
example,
affect our communication
perception; from andaalso
superior may be
improve our
perceived differently than that from a subordinate or
understanding
peer
of, and sensitivity to, others.
Examples include recommendations to avoid
• Assumptions-eg.
stereotyping and assuming others listening
to improve see situation same
skills.
as you, has same feelings as you affects the
While this advice helps minimize the barrier,
communication.
it is primarily sender-focused; i.e. it is the
• Receiver distortion: selective hearing, ignoring non-
supplier
verbal cues.of information who is to be more
aware and empathic.
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Interpersonal Barriers
Semantics/ Language:
• Semantics
How toisminimize
the study ofthis
the meaning
barrier?of
words or other symbols. Typically, we view
• pay careful
semantics as attention
a barrier toto the choice of
effective
words and language
communication so thatbecause
in organizations confusion
or offence
words can beisused
avoided.
imprecisely, inaccurately,
or may mean different things to different
people.
• The choice of words or language in which a
sender encodes a message will influence the
quality of communication.
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Interpersonal Barriers
Channel Selection
• WhenHowimproving communication
to minimize in
this barrier?
organizations, attention is rightfully given to
• To date, research has shown that matching
how to send the message, or the selection of
characteristics of the message (how clear vs
a channel (oral or written media). Selecting a
ambiguous, how rational vs emotional, and
channel that does not fit the message can
how routine vs non-routine) to the channel
lead to a breakdown in communication.
can improve the effectiveness of
• communication.
For example, weAknow that emotional
complicated messageor
complexbemessages
should are ausually
sent through most
"rich" channel, such
effectively
as communicated
a face-to-face meeting face-to-face.
(e.g. Lengel and
Daft, 1988).
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Interpersonal Barriers
Inconsistent verbal and
non-verbal communication
• We often
Howfind
to in organizations
minimize that
this barrier?
• inconsistent
Minimize anyverbal and non-verbal
inconsistencies between words
communication
and can lead to
manner of speaking, a communication
facial expressions,
and posture.Inconsistency confuses a
breakdown.
receiver who tries to figure out the "true"
message of the sender and then relies
heavily on the non-verbal actions to decode
meaning.
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Organizational Barriers
• Physical distractions
• Information overload
• Time pressure
• Technical and in-group language
• Status differences
• Task and organization structure
requirements
• Absence of formal communication
channels
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Organizational Barriers
Physical distractions
• Physical
How to distractions
minimize thisinbarrier?
• advise
organizations include
supervisors to minimize these
distractions whenever
interruptions, noise,possible.
and
equipment breakdowns. The
reality of organizational life is that
at best we can try to minimize
distractions instead of eliminating
them altogether.
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Organizational Barriers
Information overload
• Information overload this
How to minimize can be a by-
barrier?
product of
• Reduce thethe sheer of
amount volume of
information that
information
requires and dataorthat
processing managers
to develop
deal with on a dailyskills
time-management basis.to Acope
largewith
part
of a manager's
higher amounts.job is information-
processing (Mintzberg, 1973). One off-
cited study has estimated that
managers spend up to 80 per cent of
every day communicating (Luthans
and Larsen, 1986).
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Organizational Barriers
Time pressure
• Time
How to minimize
pressure this barrier
is another barrier?to
• Recommend
communication that is ever-present
sensitivity to in
organizational timehave
organizations. We periods. Select the
advised
best time when
managers you communicate
to recognize that the timing
important messages.
of a message can affect whether the
message influences the receiver in the
way intended.
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Organizational Barriers
Technical and in-group language
• Technical
How toand in-group
minimize language
this barrier?is
• another barrier torecognizing
have prescribed communication
and in
organizations, particularly
minimizing specialist when
vocabularies
organizational subunits are highly
whenever possible.
differentiated or when organizational
• Simplify terms and consider the
members are highly professionalized.
technical level when communicating.
Technical and professional
vocabularies make it hard for one
individual or group to communicate
with another.
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Organizational Barriers
Status differences
• Status
Howdifferences
to minimize can be barrier?
this large or
small in anminimizing
• Advocate organization. Large
status status
differences
differences
with are thought
the responsibility ontothe
contribute
higher to
problems
status with to
person communication.
reduce the distance
(Hunt, 1985).
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Organizational Barriers
Task and organization
structure requirements
• Task and to
How organization
minimizestructure requirements
this barrier?
can provide barriers to effective
• Use structural The
communication. devices
tasks such
peopleas perform
will affect who talks
multifunctional to whom,
teams, tasktheforces,
urgencyor
and speed of messages, and what
integrating supervisors,
information people or decentralize
need to share. As a direct
decision
consequence making and access
of hierarchy, we cantofind
filtering (intentionally
information so thatorauthority
unintentionally
is aligned
leaving out parts of a message), distortion (to
with
serveresponsibility.
individual goals), and refusal to
communicate (either because of oversight or
deliberately not sharing information) (Hunt,
1980).
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Organizational Barriers
Absence of formal
communication channels
• WhenHowtheretoisminimize
an absencethisofbarrier?
formal
communication
• Develop many wayschannels, it is difficult
to improve upward to get
information from(e.g.
communication employee to manager,
suggestion systems,from
manager to employee,
performance from subunit
reports, attitude surveys),to
subunit, and
downward from customer(e.g.,
communication to supplier.
videos, In
organizations
newsletters, we need
briefings andchannels
meetings) to transmit
and
information
horizontal about performance,
communication goals and
(e.g. electronic
goal achievement,
networks procedures
and intranets, and circles).
and quality practices,
and to foster coordination and problem
solving across the organizational boundaries.
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Internal Noise
• These are the internal noise going on
in your own head that can distract you
and distort what you are saying and
hearing including your expectations,
biases, wandering mind, or attention
focused on other matters.
• How to overcome?
– When you are communicating with your
employees, the best approach is to give
them your undivided attention.
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Internal Noise
• They are also the internal noise of the people with
whom you are communicating (can be detected by
their questions, their distracted appearance, or their
off-target comments.)
• How to overcome?
– When this occurs, run a reality check to find out what the
blockages may be. The best way to do this is to ask a
few questions based on what you are observing, such
as, “Have I missed something?”. By focusing the
question on your own actions, you make it much easier
for your employee to answer honestly.
– Depending upon what you learn from your positive
questioning approach, you can then adjust your
comments to increase the likelihood of having real two-
way communication.
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The Johari Window
• The open (public) area contains things that
are openly known and talked about - and
which may be seen as strengths or
weaknesses. This is the self that we choose
to share with others
• The blind area contains things that others
observe that we don't know about. Again,
they could be positive or negative behaviors,
and will affect the way that others act towards
us.
• The unknown area contains things that
nobody knows about us - including
ourselves. This may be because we've never
exposed those areas of our personality, or
because they're buried deep in the
subconscious.
• The hidden (private) area contains aspects
of our self that we know about and keep
hidden from others.
A Fact
Communication skills and
effectiveness can be
improved
The following Slides show some
recommendations on
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Have a Clear Message
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Understand Your Employees
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Getting out of the e-mail box
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Getting out of the e-mail box
but all sorts of problems can arise when the issues are even
slightly complex, and that describes most business issues
today.
Why?
Because e-mail is one-dimensional and lacks so many of the
elements present in face-to-face communication, there is a
tremendous potential for conflict and confusion. The main
reason is that neither the sender nor the receiver picks up
sufficient cues to really know what the other is trying to say. As
a result, even the most basic e-mail communication has the
potential to quickly escalate into a war of words.
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Getting out of the e-mail box
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What does
effective communication require?
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Learn When It's Better to Keep Quiet
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Open communication
• Ensure that one of your key values is open
communication.
• Unless told otherwise, supervisors are authorized to
communicate.
• Management credibility and trust should only come
with a demonstrated track record of truthful, open
communication.
• Communication about significant happenings needs to
be thoroughly planned. Being too busy is not an
acceptable excuse for inadequate or ineffective
communication.
• Care should be taken to decide what requires formal
communication and by whom, and what can be
communicated informally.
• Significant information should show who has
authorized its release and be released in all locations
at the same time.
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Local business issues
are favoured
• In communicating, favour local issues, especially
serious business issues (such as business results,
customer feedback, and the future of the business).
• Communication issues which arise at local level (e.g.
cross-functional issues, rumours) should be addressed
by those involved without delay.
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The team leader’s role is critical
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Communication must respect
individuals
• All communication must be truthful, and the impact and
consequences of communication determined in
advance and taken into account.
• It also means effective communication of job
requirements and standards, and keeping everyone
informed of how they are performing. There should be
"no surprises" when it comes to individual performance
feedback.
• Information provided to any one person should be also
provided at the same time to all others involved or
likely to be interested.
• The special communication needs of shift employees
or employees located in remote locations should
always be considered.
• Mischievous communication (e.g. starting or spreading
rumours known to be untrue) should not be tolerated.
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Communicate both positive and
negative news
• Be committed to communicating both good
and bad news speedily, in advance if
possible, even if the full impact of the
decision or message are not yet clear.
Rumours in the workplace should be
addressed with effective communication as
soon as is practicable.
• Communicating on a "need to know" basis,
avoiding controversial issues, or delaying
communication "until all details are clear" are
contrary to this goal.
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Increase Face-to-Face
Communication
• Print, both hard copy and electronic, remains the
primary means of communication in most medium to
large organizations even though this is popular with
only about 10 percent of frontline employees.
Employees say they want face-to-face communication.
• E-mail is very popular as a source of timely news. But
employees typically think that this is "information not
communication".
• Only when communication is largely face-to-face with
the immediate supervisor will it stand any real chance
of being effective. Forget print. Communicate directly
from senior executives to supervisors face-to-face
(with printed support materials if appropriate) and get
supervisors to communicate with their people.
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Ensure Supervisors'
accountabilities
• Obviously, supervisors need to be responsible for
effective communication in their teams. They need to
communicate face-to-face but not necessarily in
meetings. Some supervisors may be nervous of
speaking in public, and some employees do get
militant in meetings. If they prefer to communicate
one-to-one that's fine.
• Supervisors should consult with and involve their
people in decisions to do with their work as much as
possible. They also need to represent employees to
management, passing on employees' feedback, ideas,
questions and concerns.
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Ensure supervisors
communicate
• On one hand it's critical that supervisors have a good
knowledge of what's going on in the organization. On
the other hand it's important that supervisors'
effectiveness is measured. As Tom Peters reminds us
"what get measured gets done".
• This can be done with an upward or 360 degree
review (or appraisal) system, or with a simple
communication survey. This asks subordinates to rate
their supervisor's communication effectiveness in
terms of quality and frequency and to make comments
to help their supervisor improve their communication
skills. The results are fed back to the supervisors and
their managers.
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Measure communication
effectiveness
• If you're serious about internal communication, it's
important to measure your communication
effectiveness from time to time. This can be done by
way of a communication audit or employee survey.
• Your choices are to use a questionnaire or focus
groups, or both. Questionnaires are good for
measurement (especially longitudinally over time) and
for gathering the opinions of employees in far flung
locations (such as one of my recent surveys which
covered 15 countries in almost as many languages).
With questionnaire surveys it's usually cost effective
these days to survey all employees.
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Measure communication
effectiveness
• Focus groups are good for getting very detailed
feedback from employees when knowing exactly how
to improve is more important than measurement. They
are often used when it is easy to get to a
representative sample of employees in a few key
locations.
• Obviously it's best to use both a questionnaire to all
employees followed up by some focus groups to
investigate specific problems or areas where there are
especially good or bad results.
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References
• Several Internet Resources in Effective Communication
• Employee Communication & Surveys http://www.employee-
communication.com.au/index.jsp
• Using vision to improve organizational communication (An
Emerald Article by Dawn Kelly)
http://www.emeraldinsight.com/10.1108/01437730010318183
• Be the Boss Your Employees Deserve (A book by Ken Lloyd)
http://www.box.net/shared/uhu990qeji
• The Importance of Effective Communication (Research by HRD
Specialist Edward G. Wertheim)
http://web.cba.neu.edu/~ewertheim/interper/commun.htm#introd#intr
od