Communicating Effectively In The Workplace: Four Vital Steps

Ineffective communication is a major, yet avoidable, obstacle to business productivity. And yes, it can be avoided. Given the will, the bleakest of situations can be turned around for the better.

Management must face squarely the challenge of formulating strategies to encourage personnel to communicate effectively.

On the other hand, managers themselves have to set the example. They need to realize that successful communication is no one-way process.

On the contrary, repricocity is the essence of communication. This applies whether the process is conducted verbally or through the medium of the written word.

Managers are human beings involved with other human beings. They are far more than givers of information or instructions. Communication is as much a matter of human relationships as it as about transmitting facts.

To communicate successfully managers and supervisors have to understand the other person, and have to work hard to get the other person to understand them.

Before we go further, consider these two versions of an imaginary conversation between the CEO of a small company and his work supervisor. They will give us some insight into the pitfalls, and help us to avoid them.

First scenario

The CEO, Mr Richardson, pages Mr Smith, the work supervisor, to come to his office. When Mr Smith walks in a minute or two later, the CEO is busy with what appears to be an unexpected but very important telephone conversation. In due course, he replaces the receiver, but his mind, clearly, is still very much on what he had just heard.

"Hi Mr Smith. Please sit down. This is why I called you: at the moment, we have an official lunch break lasting one hour. As from the first of next month, I want to reduce this lunch break to 30 minutes only, and bring the afternoon quitting time forward by a half-hour. No doubt, the staff will appreciate the opportunity to get home earlier. Will you please inform everyone concerned? Thanks for your time."

Mr Richardson begins to examine some papers on his desk and waves with his hand to indicate that he has nothing further to tell the supervisor.

The supervisor, in turn, opens his mouth as if starting to say something, but thinks better of it and all he utters is a weak "OK, Mr Richardson."

Mr Smith exits.

Second scenario

The CEO calls his supervisor into his office. He is on the telephone when Mr Smith arrives.

"Good morning Mr Smith" he whispers courteously, after excusing himself momentarily to the person on the line. "Take a seat, won't you? I shouldn't be long."

"Thanks for your patience," the CEO adds after putting down the phone a couple of minutes later. "That was our landlord. He dropped quite a bombshell. They have sold this building, which means we will have to be out of here in a few months. Oh, well. Maybe it's a blessing in disguise; we're rather cramped in these premises, aren't we?"

"Yes, Mr Richardson - but I hope we find another place in time."

"Hopefully, everything will work out. How are things by you? I hope no one is aggravating you too much. Now, this is why I called you: two or three people have come to me with the suggestion that we shorten the lunch break, so that everyone can knock off earlier. What do you think?"

"Well, personally I'd welcome the change, and I know that some of the office people would think the same way. On the other hand, many of our workers do a lot of shopping during the lunch hour at the big mall over the road. They might need a full hour for this, and after work might not be so convenient... Maybe I should canvass everybody and come back to you with a consensus.. We're pretty busy right now...Can I attend to it next week and come back to you?"

"Excellent. I know there's a lot of pressure now. Keep me in touch and let me know how I can ease matters...Oh, I almost forgot - Kate told me yesterday that your son has decided to tie the marital bond. Hearty congratulations! Who's the lucky guy?"

"Thanks. His name's Jeff Black. I think you play golf with his father."

"Sure do. A lovely family. My warmest wishes to them both..."

**********

Doubtlessly, you feel that the Mr Richardson of Version One has quite a lot to learn.

Firstly, he has declined - to his peril - to give his full attention to the task at hand. Secondly, he is probably still under the subconscious influence of an educational system that expects the teacher or lecturer to pronounce, and expects the unfortunate students to listen or take notes.

Now that he is in a management position, he has instinctively assumed the role of a teacher who knows just about everything, and expects others to passively imbibe his knowledge.

The vital four steps in effective communication might well help people like this Mr Richardson to correct this distorted view of the communication process. Some call them the four A's of communication. We can only discuss them very briefly here, although each of these four is worth an essay on its own.

Attention

Winning the attention of the person with whom we wish to communicate, is an obvious first step. In order to achieve this goal, we must first try to eliminate - as far as is humanly possible - what experts in this field call "noise". This includes everything that distracts, be it noise in the literal sense, physical or emotional discomfort, personal problems, negative attitudes, or distracting mannerisms or dress.

Respect for the other person is an important prerequisite for attention getting. The human greeting, or inquiry about the other person's health or personal circumstances, is an effective catalyst in this process. To be sure, if such introductions are false or stereotyped they might serve little purpose. Real empathy on the other hand, all the more so in downward communication from superior to subordinate, leads quickly to the second step in the process.

Apprehension

Although this word usually carries the connotation of "fear", its primary meaning is "understanding". We have preferred the term "apprehension" here primarily to retain the mnemonic of "four A's" Its two meanings, however, are related; they are two sides of one coin. The task of the communicator is to change the aspect of "fear" into that of "understanding".

Achieving apprehension is a critical part of the communication process, but it is a very subtle one also. Managers sometimes defend their inability to communicate by asking, "Do you understand?" This is usually an unfair question, and even the somewhat improved "What do you understand?" is often perceived as a threat.

On the other hand, if there is the right relationship between the transmitter and the receiver of a message, indirect ways of establishing the degree of understanding will present themselves. As Version Two above illustrates, encouraging a free flow of input from the receiver is the best way of ensuring that understanding has been achieved.

Assimilation

As crucial as is the function of apprehension (in its positive sense as we defined it,) it is not enough. Often, a person has understood a message perfectly, but he or she has not accepted it. Alternatively, it is accepted in a half-hearted manner, without any conviction. Communication is still incomplete if he has not assimilated the information into his own being.

The initiator has achieved an ideal result if the recipient has assimilated the message to the extent that he becomes one with the sender, as it were. Assimilation of a concept presented by management, or by another worker, goes a long way towards ensuring active participation, and harmonious cooperation, in the workplace.

Action

This is the final step in our communication process. It is that ingredient which propels abstract or theoretical knowledge into the world of reality. So often a good idea in business (no less than in other spheres) meets with facile acceptance or agreement, but is not translated into action.

If assimilation has indeed taken place, action on the part of the receiver should follow inevitably. But what we have said about the two-sided nature of communication applies here as well. The originator of the message must play his part, too, with abundant support and encouragement.

Azriel Winnett is the creator of HODU.COM - YOUR COMMUNICATION SKILLS PORTAL. This popular website helps you to improve your communication and relationship skills in business and professional life, in the family unit and on the social scene. New material added almost daily.

---

How to Manage Your People Well: Tips for Managers of Training

As a training manager, there are two important aspects to managing your people well: hiring, supervising, and motivating (managing with your people) and building up corporate support for your department (managing for your... Read More

Successful Managing Through Delegation

Managers should avoid the tendency to constantly delegate to the same one or two capable individuals. This practice only overloads the best personnel while slighting all others.As with delegation in general, there may... Read More

The Ins and Outs of Internal and External Relations

INTERNAL PUBLIC RELATIONS: Never overlook an opportunity to do internal public relations about your department and its offerings. A training department must, first and foremost, be visible in the organization it serves. Larry... Read More

How To Decrease Profits Without Really Trying

Hurting your sales efforts can be accomplished easily with the proper guidance. The following effective yet simple ideas are designed to generate results when implemented into your sales strategy.? Don't listen to what... Read More

Lean Principles in Action

AbstractThe electrical products industry is one characterized by fierce competition, declining margins, and legislative regulations, all that have forced the majority of electrical product manufacturers to rethink their business models. This article describes... Read More

Ten Steps to Take the Work out of Work ? Replicate Yourself!

They say that management can be a lonely place. A manager has to lead from the front, make challenging demands of their people and if part of an organisation, pass on the dictats... Read More

You Get the Behavior You Reward

On consulting assignments, here are some of the questions I frequently ask the employees I interview:1. How does your boss measure you?2. When the end of the year rolls around, how do you... Read More

Succession Planning? ... Not on My Watch!

At first blush, it would appear there is no shortage of Succession Planning Advocates convinced in theory, the importance and benefits of corporate Succession Planning. In practice, however, real succession planning - or... Read More

Print Buying Consultant

Ten Money Saving Tips for Print ManagersDespite their stated desire to realize savings from streamlining the various components associated with the print buying process, it's been my experience over the years, that many... Read More

The Idol-Makers

The end of the television season in May included the usual array of cliffhangers on shows like "Alias," the departure of Noah Wylie from "ER" and the finale of the highly-rated "Everybody Loves... Read More

One Crazy Cookie

In order to survive, you have to be happier than if you were in your right mind. Chinese Fortune Cookie When orienting someone new to the company, the last thing I tell them... Read More

Questions To Ask Employees You Want To Retain

Times of cost cutting and downsizing has dramatically impacted the way employees look at their careers. Employees at all levels now know better than ever that job security is no longer something they... Read More

Employers - Protect Yourself from Custody Battles that Hold Your Company Hostage

Child custody? How'd that get to be an employer's concern?When an employee faces child custody litigation, it will effect their ability to do their job. And it often causes legal consequences for their... Read More

Lateral Thinking, Logical Thinking, Applied Creativity

Certain processes enhance creative output and others enhance innovative output. Defining creativity as problem identification and idea generation and innovation as idea selection, development and commercialisation, this article will tackle stages two and... Read More

Lets Make Training More Interesting!

Many HR managers believe that by sending their workers to participate in external training programs, they have fulfilled their responsibilities. This is not the best situation. In this article, I will be emphasizing... Read More

Measuring Creativity, DIY style

Creativity measurement is often required in order to benchmark existing competencies, monitor improvement, increase output and generally provide tangible and useable processes and structures for clients.Individuals can measure their own creativity, the creativity... Read More

Business Innovation ? the Value of Structure

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

Give Yourself a Boss? Day Gift

Become a better boss and reap the benefitsAnother interesting study was done. One that should really catch our attention. It reveals that employees who are happier and treated well, produce better results than... Read More

Real Costs in Distribution and What it Means To Your Company

Ever feel that all the lawyers in thh Country need to give their lives up for our freedom, by exiting the planet forthwith? Yes, me too. In an article in CCJ-Commercial Carrier Journal... Read More

Hiring and Retaining Good Employees

Hiring good employees is not only important to business, it's essential. Employees are the heart and soul of a business; they are the mechanism that makes a business run; they are the breath... Read More

Innovation Management ? Raw brainpower versus experience

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

The Top Six Reasons to Buy Rather Than Build an Inventory Management Solution

Is building your own inventory management solution really your best bet?The issues that companies face when they decide to build a solution in house are numerous: Scarce development resources, project cost overruns, delivery... Read More

Disaster Prevention Tips For Hiring A New Manager

It happens over and over in businesses every day.Within large companies, people are promoted to management positions to reward them for performance as individual contributors. After all, the compensation system limits reward options,... Read More

Indecent Proposal in the Workplace ? An Overview of Workplace Harassment & Employer Liability

An allegation of harassment in the workplace is a growing phenomenon facing companies across the U.S. The following is an article derived from a 2003 seminar I attended at the National Business Aviation... Read More

Look Good on Voice Mail

Your use of voice mail tells others a lot about you. Here's how to make a good impression.1) Present a Positive ImageYour outgoing voice mail message should be simple, positive, and professional. State... Read More

Make It Easy to Reply - Voice Mail That Works

If you are like most business people, voice mail has both simplified and complicated your life. On the good side, it helps you exchange information. On the other side, leaving messages can seem... Read More

Innovation Management ? Rigorous data analysis

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

Knowledge Management - Capturing And Structuring Knowledge Into Reusable Assets

Many organizations have an approach for identifying and recording lessons learned, perhaps as part of a post-project review or similar process. Unfortunately, lessons learned reports have a tendency to end up on a... Read More

Re-Discovery Procedures for Building Effective Management Systems: Phase V

Now we turn the corner to our final phase: Re-Discovery.Last year marked the 200th anniversary of the expedition of Lewis & Clark, and much has been written about their remarkable journey up the... Read More