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.

---

Steps in Using the Critical Incident Technique

STEPS IN USING THE CRITICAL INCIDENT TECHNIQUE:1) The incident. Read,... Read More

Online Business Peace of Mind

Is your online business disaster-proof? Online businesses face a unique... Read More

The Seven Cs: Partnership Danger Signs - The 6th C: Changing Vision

A series of articles exploring the seven critical areas that... Read More

OJT - On The Job Training

IntroductionManagers have two powerful ways of improving the performance and... Read More

How to Say No

Rejection hurts. No one likes to give it or to... Read More

Five Strategies for Profitable Services Growth

In today's era of Professional and IT Services competition and... Read More

Innovation Management ? Emotion, Habit, and Culture can be Hard to Change!

Creativity can be defined as problem identification and idea generation... Read More

The Walmart Cult

The CultBecoming a part of the Cult, consists of being... Read More

Results of Poor Cross Cultural Awareness

Results of Poor Cross Cultural Awareness. Having a poor understanding... Read More

Conflict at 36,000 ft

This was supposed to be one of those sleepy flights... Read More

Procrastination and JDI!

In a management role procrastination can seriously hold back progress... Read More

Getting Software Developed for Your Business

At some point, your business is going to need to... Read More

Keeping Meetings On Track

We all have been in meetings with certain people who... Read More

Five Ways to Turn Resistance into Opportunity

Resistance. It isn't something people cherish or enjoy encountering. We... Read More

Five Habits of Highly Effective Conflict Resolvers

Steven Covey had the right idea. There are discreet skills... Read More

Five Days to More Effective Inventory Management

The litany of headaches related to the implementation and on-going... Read More

Think Twice Before Selling ROI

When we're selling to business people, our value proposition has... Read More

How to Find the Right Virtual Assistant for You

If you search on Google for "virtual assistant", you'll find... Read More

How To Delegate for Fun and Profit

Ah, the wretched pain of delegation. It comes easy to... Read More

Communication, Feedback, and Participation: Three Easy Tidbits For Smarter Business

On communication: One of the biggest strains on the communication... Read More

How To Use W Edwards Deming

Human beings and the way they interact are extraordinarily Complex.... Read More

Loyalty, Motivation And Work-Life Balance

Managers who aren't loyal to their people can't expect loyalty... Read More

Demise of the Lone Ranger Manager: A Lesson in Management Communication Style

When executives see themselves as solely responsible for the overall... Read More

A Leadership Screw Driver: The 90 Day Improvement Plan

I was talking with first-line supervisors in a utility company... Read More

Hire People For What They Do Best

I recently flew from Seattle to Atlanta, I realized, just... Read More

Let the Intern Do It - Affordable Help for Your Business

Do you have more projects than time? Help might be... Read More

Delegation: When to Delegate, Who to Delegate to

There are some very simple guides for delegation.Most people delegate... Read More

Introducing the 15 Frameworks of Successful Self-Employed Professionals

A framework is a way of thinking, a point-of-view, a... Read More

Business Innovation ? Ignoring Content

Creativity can be defined as problem identification and idea generation... Read More

A Comprehensive Sarbanes Oxley Act Summary

Individual and corporate security stand in the center of the... Read More

Check Your Communication Skills

Use this check list to assess your communication skills.Focus* Do... Read More

Business Innovation ? Improvisation

Creativity can be defined as problem identification and idea generation... Read More

Gift Giving for Business a Major Headache

Corporate gifting is a big headache for most business owners;... Read More