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Workplace Communication Generic

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Communication in the workplace is all to often ignored. We all assume we know how to do it well even though it's the simple things we forget to do. This slide set is a breakdown of the important …

Communication in the workplace is all to often ignored. We all assume we know how to do it well even though it's the simple things we forget to do. This slide set is a breakdown of the important aspects of communication.

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  • 1. Workplace Communication Client and Co-Worker Communication Fitz H. Agard LightCube Solutions LLC Manhattan College
  • 2. Communication: History’s View “The problem with communication is the illusion that it has been accomplished” “The most important thing about communication is to hear what isn’t being said” “We have two ears and one mouth so that we can listen twice as much as we speak”
  • 3. Effective Methods of Communication - Why Should We Care??? Professional View • Maximize Project Effectiveness • Minimize Client Complaints Personal Cares • Improved Client Relationship • Improved Management Relationship • Lower Blood Pressure
  • 4. Goal Of This Session Maximize client communication and minimize the breakdown of communication that causes confusion Improve client satisfaction Enhance personal productivity
  • 5. Effective Methods of Communication - The Principle Feedback Expectation Reaction Sender encodes Message received and sends and decoded message Sender Receiver (Joseph) (Anthony) Influence on Senders Influence on senders message: interpretation of message: • Background • Background • Needs • Needs • Goals • Goals • Perception • Perception • External Pressure • External Pressure
  • 6. Effective Methods of Communication The Intent Counts • Clients make decisions about what questions are safe to ask/answer based on your intent • If they don’t trust, they won’t be receptive Solution: • Build Trust: Be clear about your intent before you do anything. Your goal is to build trust with your client. • Be Selfish: It is in our own most selfish interest to focus on the interests of the client first.
  • 7. Effective Methods of Communication - Know What Gear You’re In Active Mode: Self-Referenced Receptive Mode: Other- Referenced - Spend time understanding what other people believe to be true Observant Mode: Neutral-Referenced - You observe!
  • 8. Effective Methods of Communication - Knowledge Exchange in Theory Person’s B Knowledge of Subject Person’s A Knowledge Overlap in understanding of Subject Topic Being Discussed
  • 9. Effective Methods of Communication -Knowledge Exchange in Reality Your knowledge of of a subject Your client’s knowledge of a subject Overlap in understanding Topic Being Discussed
  • 10. Effective Methods of Communication - Ask Effective Questions Questioning and Listening • Go hand in hand/Jelly and Peanut Butter/Two sides to the same coin • To get clear answers from clients ask effective questions • To ask effective questions, listen carefully Guidelines for Questioning and Listening • Set expectations • Ask one question at a time; wait for the answer • Reward Response; then ask your next question
  • 11. Effective Methods of Communication - Ask Effective Questions (Continued) Guidelines for Questioning and Listening • Avoid “Why” Questions • Replace the statement “Why is that important to you?” with: ✴ “What about that is important to you?” ✴ “How is that important to you?” • Internal vs. External - The fight to the finish! ✴ Listen with your ears to the verbal communication ✴ Watch with your eyes for visual communication ✴ Sense with your intuition the real meaning of the other persons communication
  • 12. Effective Methods of Communication - The Receiver (Our Client) Selective Attention • “Do I understand what this CPM is telling me?” • “Is this message relevant to my needs right now?” Solution: • Ask questions that will ensure the client understands what you are explaining to them • Listen to the general tone of the conversation. Are they responding positively, negatively or not at all? (Hint: Anything but positive is BAD)
  • 13. Effective Methods of Communication - The Receiver (Our Client) Selective Retention • Client may have forgotten • Client may have lied • A combination of both may be happening Solution: • Document Conversation: After every and any conversation that contains impacting, project changing information send a quick reminder of the conversation to all parties involved.
  • 14. Group Communication • Forming - Members get to know each other and are careful not to cause conflict. Individuals are mainly concerned with being accepted. • Storming - As individuals feel more secure they put forth their own ideas and opinions. A level of conflict emerges. • Norming - Group framework develops. Explicit and implicit consensus will be reached on roles, power, status and procedure. Agreement on such issues results in a reduction of hostility and conflict. • Performing - Little conflict. Process and decision making of the group leads to better performance.
  • 15. Group Communication - Verbal/Non-Verbal Communication Function Description Construction Senario CPM quells potentially Adds to and reinforces or clarifies adversarial situation during Complementing the meaning of a verbal message project meeting by calmly explaining difficult situation to relevant parties Architect says that he is Using sarcasm to get a point happy to stay on for project Contradicting across different than verbal meeting but constantly checks communication watch Contractor gives a “thumbs Non-Verbal message repeats the Repeating up” to electrician while saying verbal with signaling “OK”
  • 16. Group Communication - Verbal/Non-Verbal Communication Function Description Construction Senario Control of verbal communication Site Safety officer while with non-verbal messages. reprimanding an employee Regulating (Raising a finger while saying I’m raising his finger when not finished) employee starts to disagree Using non-verbal messages in Hand instructions given by place of verbal messages Substituting precast operator to crane (Waving of hands calling operator someone over) Non-verbal message used to PM pats DPM on the back Accenting accent or emphasize a verbal after delivering a tough message message to project team
  • 17. Group Communication - Written and Electronic 7 points to craft an effective Written/Electronic Message 1. Be Clear and Brief 2. Be Accurate 3. Be Consistent 4. Avoid unnecessary repetition 5. Avoid unnecessary redundancy 6. Review the message 7. Be Timely
  • 18. Group Communication - Mixed Media Is Effective 100 Percentage recall of information transmitted in different forms 80 60 40 20 0 3 Hours After 3 Days After 3 Weeks After 3 Months After Telling Verbally Alone Showing Telling and Showing
  • 19. Group Communication - Change Requests Reinforcing a message in different ways is CRITICAL in change situations where people will need to hear about the change several times to absorb it and understand the implications in terms of their own work • Multiple forms of communication should be chosen to influence people to accept change - A combination of spoken, written, and electronic • A specific time and method of communication should be established with team (or clients team). When people expect communication they will be prepared for change • Successes should be identified and celebrated as they occur. This will build team trust and motivate people to readily accept change
  • 20. Group Communication Simple Questions To Ask: 1. Will the medium help transfer understanding? 2. Are all parties who need the information able to access it? 3. Will the medium be available for future reference if needed? 4. Does this medium effectively convey ideas or instructions?
  • 21. Organizational Communication The effectiveness of communication within an organizational setting is based on three main things: • The protocol and procedure that the define the ways in which information is delivered • The norms which shape the nature of communication and information flow within the organization • The attitudes, behaviors and actions of the people responsible for communicating and acting upon the information transferred
  • 22. Organizational Communication Know where you fit in! Know how groups connect to form your organization
  • 23. Organizational Communication Recognize how a problem will be solved in your organization/project and how the communication needs to flow for success
  • 24. Organizational Communication Things to keep in mind for organizational communication: • Observe formal protocols of communication. Ignoring the protocol can lead to a breakdown in organizational stability. • Recognize informal protocols of communication • When in doubt, seek help from the strongest link
  • 25. The Principle of Conflict Event Triggers Conflict Conflict Behavior Consequences Conflict arises due to different: Issues Perspectives Unsuccessful Goals Opinions conflict Successful conflict management management results in tension maintains and friction relationship Caused by: Internal or External Pressures Education or Training Expectations Personal Dislikes
  • 26. The Effect of Conflict on the Project Litigation Negotiation COST Mediation Conflict Avoidance Informal Discussion Time (Number of people/teams increase over time)
  • 27. Handling Conflict • Dominating - High assertiveness, selfish, unwilling to consider others attitude • Avoiding - Low assertiveness and low cooperation. Head in sand syndrome • Compromising - Moderate level of assertiveness and cooperation. Emphasis is placed on sharing the burden of conflict • Obliging - One group gives up something, but receives nothing in return. • Integrating - Explore a range of suggestions and search for potential solutions for the benefit of both parties. WHICH ONE IS THE BEST?
  • 28. Handling Conflict - Practical Steps • Identify the outcomes required from the process • Identify and monitor communication routes • Monitor and check the accuracy and timing of information • Respond to problems as they develop, do not ignore them • Be assertive or passive (What would I do if this was my house) • Encourage participation, draw on different perspectives • Stick to the main issues, avoid making issues personal • Use emotion to show importance (control the intensity) • Use positive emotion, showing support, agreeing, joking and laughing to ease tension and rebuild relationships • After formal meetings attempt to talk to others, making sure the relationship is sufficiently maintained (or repaired) • Ensure that all issues are resolved and that others do not carry negative issues
  • 29. Thank You For Viewing Workplace Communication Client and Co-Worker Communication Fitz H. Agard LightCube Solutions LLC Manhattan College

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