workplace communications

Workplace Communications

Susan McGinley

susan@mcginley.name

(603) 801-8382

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McGinley © Copyright 2004

“Communication” is …

What?

Why employees leave companies.

The most popular employee complaint.

The most important management skill.

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Communications Basics

Listening Skills

GroupThink vs. Employee Engagement

Corporate Culture

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Listening Skills

Natural Instinct is to Not Listen

Listening is Active Participation

“Good Listeners” do the following:1

1. Think ahead of talker;2. Weigh evidence presented;3. Periodically review/summarize points presented; &4. Listen between the lines.

1 Ralph G. Nichols & Leonard A. Stevens; Listening to People; Harvard Business School Press; 1999

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Employee Engagement

“The Road to Abilene” Story2

2 Jerry B. Harvey; The Abilene Paradox: The Management of Agreement; 1974

Avoid GroupThink Encourage Participation

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Corporate Culture –Effective Communication Loop

Accurate Information & Constructive Feedback is

Communicated

People Talk Candidly without Fear of Reprisal

or Judgment

Good Listeners Build Trust &

Desire To Share Information

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Corporate Culture –Ineffective Communication Loop

Distorted Messages

Communicated to Meet Perceived

Expectations

People Hoard Information & Only Present Good Results

Communication Barriers

(Inconsistency, Punishment,

Poor Listening, Unrealistic

Expectations)

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Communication Methods

Management Meetings Skip Level Town Hall Business Reviews

Cascading Information Newsletters (emails, postings, etc.) Informal (water cooler, rumors, etc.)

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Communications Survey

RATE THE FOLLOWING (see handout)…

Where is your company going?

Who is responsible for doing what?

How do you do your job?

How is your performance?

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Communications for Success

COUNTDOWN OF TIPS…

Applicable to All Organizational Levels

For Immediate Implementation

QUESTIONS?