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  1. 1. ATTITUDES CAUSING DIFFICULTIES IN COMMUNICATION IN THE WORKPLACE? By: Carly Scurry November 4th, 2010 Professor Taylor
  2. 2. ATTITUDE TOPICS  Attitude effects on communication  Different types of attitudes  a. Words  b. Tone of Voice  c. Facial Expressions  Data Results  Solutions 2
  3. 3. HOW DO ATTITUDES CAUSE DIFFICULTIES IN COMMUNICATION AT THE WORKPLACE? •Fighting •Miscommunication •Problems at work •Losing a job
  4. 4. WHAT ATTITUDES AFFECT THE WORKPLACE? • Words •Tone of Voice •Facial Expressions
  5. 5. EMPLOYEE ATTITUDE SURVEY 2010 Employee Attitude Survey Strongly Disagree 1 2 No Opinion 3 Strongly Agree 4 1. I generally feel informed about changes that affect me within the Company. 2. I usually know in plenty of time when important things happen. 3. I can see the link between my work and the Company objectives. 4. Managers communicate clear objectives for the company to achieve. If the Company were to make improvements in the areas listed above, which item do you think should be emphasized most over the next two years in order to make us a more effective organization. Improvement needed in number: _____ What is your suggestion on how to improve this?
  6. 6. STUDIES Results: Company structure and operation  Controls were satisfactory.  Controls needed to be ‘sold’ better to help induce commitment.  Controls in their present form were having a stifling effect over time. Company policies and procedures  Seen as too bureaucratic.  Perceived as disjointed and uncoordinated.  Role definitions required clarification. Senior company management  More delegation and involvement by senior management were wanted.  Prioritisation of focus was necessary.  Cohesiveness and coordination were missing. Communication  Internally, very poor.  Relevant and clearer communications were wanted.  A more ‘sharing’ and inclusive communication style would have been valued. Jobs and job roles  A major role definition exercise was perceived as necessary.  Roles needed to be identified, agreed, and co-ordinated.  Quality of working life was identified as more important than monetary rewards.
  7. 7. RESEARCH ARTICLES Root Causes Attitude problems. “According to Fernandez, "The reasons for a person having an attitude problem are so deep-rooted and complex that you don't want to solve any problem that you encounter." Deal with attitude problems quickly and try to avoid them as much as possible” . Communication problems “Somewhere along the way to becoming a manager, it seems like most people lose their ability to speak. Management-speak is filled with strange phrases and euphemisms that most employees have no time for, don't understand and resent” . Disagreements “Most managers don't take the time to know the various personalities of the people who report to them. They take a one-attitude approach to everyone, and this doesn't always work with everyone and this leads to arguments. Nothing side-tracks a project like arguing” . The doers “These are the go-getters in any department or organization. These are the people who get things done. As a manager, you should identify these people as soon as possible” .
  8. 8. SOLUTIONS Who? Solution: Actions: All Sender and Receivers Onsite Training Session Most managers want the bad attitudes to just go away. “Unfortunately, bad attitudes and negativity do not just go away on their own. The attitudes creating workplace negativity can turn into major productivity issues if not handled appropriately” . In this training session, all staff member will learn how to confront negative employee behavior head on and turn it around. “Participants will discover how to focus on what is good and help others, regardless of their position, make their workplace a better, more positive environment. Everyone leaves with new skills to replace apathy, pessimism, and negativity with positive enthusiasm and winning work attitudes” . All Sender and Receivers. Be visible “Make yourself available in your office (or wherever people can find you easily) on a regular basis. . This will enable people to find use easily, and will cause less stress and attitudes. All Sender and Receivers. Be approachable “Try to break down the barrier by participating in everyday chit-chat with staff over a cup of coffee or soda” . This will create less attitudes because if you are approachable, then people do not have to have their guard up around you” All Sender and Receivers. Be a good listener “Listen carefully during conversations with staff members talking of interests, expectations and personal goals. Pay particular attention to the feelings attached to these statements. Effective listening involves gaining an accurate understanding of what someone is saying. Active listening is a powerful communication skill, noticeably missing in many conversations. Effective listeners ask themselves key questions to ensure they understand what a person is saying. For example, they ask themselves, “What is this person saying?” “What is this person feeling?” and “What does this person mean when they say......?” All Sender and Receivers Be attentive (non- verbally) “During conversation, carefully attend to the non-verbal behavior of others. Body language may be more powerful and laden with meaning than actual words. Also be aware of your own posture, eye contact and the message you may be conveying. There is a saying, “Your actions speak so loud, and I cannot hear you!” Make sure your actions are saying what you want them to” All Senders and Receivers Be attentive (verbally) “Each statement uttered by a person contains a “feeling”. Listen carefully to the feelings that individuals are attaching to topics of conversation. Check out the accuracy of your perceptions with feedback comments such as, “It sounds like you feel proud of the work you did on the third green,” or “You're really upset with the group that drove their carts off the path, aren't you?” This type of dialog can serve to confirm your perceptions, and it gives the person you are talking to a feeling of being understood” All Sender and Receivers Be a “summarizer.” “During and toward the end of a conversation, attempt to accurately summarize key points, along with thoughts and feelings of the conversation. Performing this task will leave the person feeling that you listened and that you valued what they had to say” All Sender and Receivers Learn to deal with angry people “This is one of the least favorite situations for almost any person. When people are angry, they are so emotional that they may not think logically. Often, your first inclination is to try to get people to think about what could have happened differently or what they should do to correct the situation. Of course, correcting them when they are angry will only serve to make them angrier — their emotions are so intense that they interfere with their ability to think logically”
  10. 10. REFERENCES Bell, A. H., & Smith, D. M. (2006). Management Communication (text only) 3rd (Third) edition by A. H. Bellby D. M. Smith (2 edition ed.). New York, NY: Wiley. Cherry, K. (n.d.). Types of Nonverbal Communication. Psychology - Complete Guide to Psychology for Students, Educators & Enthusiasts. Retrieved November 11, 2010, from Employee Attitude Survey | A Dynamic Tool for Directors. (n.d.). Employee Survey | Employee Survey Articles, Tips And Research (A Free Resource). Retrieved October 28, 2010, from Employee Attitude Survey Case Study - Performance Turnaround. (n.d.). PGA Group Consulting Psychologists - Results That Make A Difference. Retrieved November 11, 2010, from Employee communication- communication in the workplace. (n.d.). Grounds Maintenance | How to care for your lawn, landscape, turf, grass . Retrieved October 28, 2010, from superintendents/ How Does Negative Words Affect Effective Communication. (n.d.). Communication means exchanging thoughts & feelings.. Retrieved October 28, 2010, from http://www.communication- Overcome Workplace Negativity - Learn How to Deal with Employee Negativity. (n.d.). Onsite Corporate Training SolutionsÂ…Alliance Training and Consulting. Retrieved October 28, 2010, from Root causes of management problems. (n.d.). Management Advice, News and Opinion. Retrieved October 28, 2010, from problems.asp Urichuck, B. (n.d.). Why Does Understanding Attitude Critical To Your Success?. Free Articles Directory | Submit Articles - Retrieved November 11, 2010, from to-your-success-890676.html#ixzz14qX9RKr2 What is an Employee Attitude Survey?. (n.d.). hr-survey. Retrieved October 28, 2010, from