communication in the workplace

To understand the principles of effective communication processes in the workplace

What is it?

• The exchange of information
• A transfer of information resulting in action (in the workplace)

Communication process

Idea > encode > transmit > receive > decode > take action

Failure is most likely between transmit and receive and also in the decoding.

Components of communication

• Sender
• Message
• Receiver
• Feedback
• Results of receiving message
• Visual feedback – body language

ABC of Communication

In order to achieve results communication needs to be:

• Accurate
• Brief
• Clear

Be aware of the human element: when giving instructions people have a tendency to say that they understand the instruction when they might not. This can lead to mistakes being made.

Develop ways to make sure that people understand exactly what it is you want.

Develop relationships with people where they are not afraid to say that they don’t understand.

Encourage an atmosphere where good feedback is the norm.

Challenge any language being used that you don’t understand.

Always bear emotional intelligence in mind when communicating – especially when by email, phone etc.

Exercise: Methods of communication

In groups we discussed various methods of communication. These all fitted into the following catergories:

• Oral
• Visual
• Written
• Internal
• External

Advantages and Disadvantages of the different methods of communication – [hand out]

Listening skills

Active listening

If you want good relationships with colleagues and staff active listening is a very important skill to develop. Be aware of and use both body language and verbal affirmation to show the person talking to you that you are listening.

Barriers to active listening. Think about the environment in which you are communicating does it put up barriers eg Physical – furniture – boss behind big desk etc

Questioning skills

Open questions

Obtain information eg. 'Tell me about the main duties in your last job’

'Tell me about a time when…'

Where, when, who, how, and why

Closed Question

Confirm details eg ‘You worked there for 2 years?’

Probing Questions

Clarify an issue

Help you get a fuller picture

Eg ‘How did you…?

Questions to avoid

• Double headed questions, 2 part questions Eg 'what skills did you are need in your last job and why?’
• Multiple choice
  
• Leading Questions: Giving the person the answer you’re looking for eg 'Do you work well under pressure?'

The funnel technique 

Broad, open ended

Probe

Narrow down

Close

Summarise

http://www.faculty.londondeanery.ac.uk/e-learning/appraisal/skilful-questioning-and-active-listening

Cross Cultural Communication

A very lively car crash scenario was acted out with true Shakespearean prowess by Tom and Michelle to rapturous applause. The demonstration of victims in a car crash was to show how subtle behavioural traits caused by differences in culture can influence communication.

Communication styles

• Assertive
• You’re OK I’m OK
• Passive
• You’re OK I’m not OK
• Aggressive
• I’m OK you’re not OK

Transactional Analysis

Conversations are a transaction

Ego states

Everyone has a number of parts to their personality called ego states Parent, Adult, Child

• Parent
• Nurturing
• Critical
• Adult
• Rational
• Deals with facts
• Collects information
• Evaluates alternatives
• Thinks before acting
• Behaves logically
• Child
• Natural
• Rebellious
• Compliant

Adult isn’t always the most natural reaction

Adult to adult is often the most effective

Adult can be cold and unfeeling – not always the most appropriate

Nurturing Parent and Natural Child can be effective

Other states very rarely effective – but Critical Parent very common in managers

Crossed transaction lines mean potential conflict

I might just not be getting this but a) I’m not comfortable in the analytical labelling of people and b) I don’t like the labels as describing the behaviour of Adults as being [n]Child seems to carry negative connotations.

Things you can do to improve communications in your workplace