Promoting EffectiveCommunication in the Workplace

Clinton FoughtDan McLoughlin

Matthew Vital

Effective Communication

Communication: the sharing of information between two or more individuals to reach a common understanding

Competitive Advantages

Through Communication

Efficient Product/Service

Shorter business cycle

Mistakes are minimized

Customer service improvement

Reliability and Reputation Benefits

Well established rules and procedures

Communication & Management

Customer Service and responsiveness

Human Resources/employee relations

Innovation

Improving quality

The Communication Process

Definitions

Sender – person wishing to share information with some other person

Message – what information to communicate

Encoding – sender translates the message into symbols or language

Noise – refers to anything that hampers any stage of the communication process

Non-verbal Communication

Types:

Facial expressions

Body Language

Dress

Often supplements verbal communication

Can be misperceived

Occurs naturally- harder to control

The role of perception in can lead to

effective communication

The dangers of ineffective

communication can lead to

misunderstandings and confusion

Contradictory to effective

communication, it can be obstructed by perceptual biases

Information richness of communication media available

to managers

Organization of communication

networks

The communication networks that exist in

groups and teams

Technological advances in communication have given managers

new options for managing communications

Communication Skills for Managers

Barriers

Senders Messages are either unclear or hard to understand

Receivers Do not pay attention

Do not listen

Do not make an effort to understand a message

Technology Missing the human element

Communication Skills for Managers

As Senders...

Send Clear and Complete Messages

Encode Messages in symbols the receive understands

Select a medium that is appropriate for the message

Select a medium that the receiver monitors

Avoid filtering and information distortion

Ensure that a feedback mechanism is built into the message

Provide accurate information to ensure that misleading rumors are not spread

Communication Skills for Managers

As Receivers

Pay Attention

Be a good listener

Be Empathetic

Communication Skills for Managers

Understanding Linguistic Styles

Linguistic Style Person’s characteristic way of speaking

Cross Cultural Differences

Gender Differences

Managing Differences in Linguistic Styles

FacilitationEffective Communication Jeopardy