Supervisory Management Organizational Communication Pre Facilitator: Angela Buchanan M.Sc; B.Ed (Hons.);Dip.Ed. (Hons.) ;B(H) M

Principles of Communication Are you aware that: The average worker spends 50% of his/her time communicating? Business success is 85% dependent on effective communication and interpersonal skills? 45% of the time spent communicating is listening?

Principles of Communication Writing represents 9% of communication time? One-fourth of all workplace mistakes is the result of poor communication? A remarkable 75% of communication is non-verbal?

Definitions of Communication The process of exchanging information and ideas which involves encoding,transmitting and decoding intended messages. The successful transmission of information through a common system of symbols,signs,behaviour,speech writing, or signals

Purpose A business or organization is a human decision-making system in which the quality of decisions are determined by the effectiveness of the communication apparatus. Essential to get your messages across to others clearly and unambiguously. Effective communication enhances motivation

Communication Process Message encoding channel source decoding Receiver Feedback

Communication Process contd. Source/sender Message Encoding Channel Decoding Receiver Feedback context

7 Principles of Communication The following principles of communication make it effective: Completeness – contains all the facts, answers the 5 Ws, builds goodwill etc. Conciseness- eliminate wordy expressions, only relevant statements, saves time and expense

7 Principles of Communication Consideration- prepare every message with the recipient in mind, empathy, the human touch Concreteness- specific, definate, vivid Clarity- the recipient to interpret the message as you intended

7 Principles of Communication Correctness – strengthen relationships right level of language, grammatically sound, correct facts illustrations, appropriate tone, non-discriminatory. Courtesy- sincerely tactful, thoughtful. appreciative. Apologise good-naturedly

Barriers Anything that prevents understanding of the message is a barrier. Many physical and psychological barriers exist

Barriers contd. Culture-background and bias language Noise Self Perception Message Environment Stress Auditory challenge Emotions

Barriers Contd. Literacy level technology

Types of communication Verbal-written and oral Non-verbal- eg: -object -haptics -chronemics -oculesics

Routes of Communication Vertical Horizontal Diagonal Grapevine Bypassing

Routes of Communication

Types of Network Chain Circle Wheel All-channel

Communication A chain network e.g formal contact

Communication A circle network e.g. between people at the same level

Communication A wheel network e.g. departments/ teams report to Head Office

Communication An all-channel network e.g. brainstorming

Strategies Listening Empathy Clear objectives clear and concise message thorough preparation

Strategies contd. Effective questioning Use names Allow input Non-verbal language Vocal cues (um, aam, lengthy pauses)

Strategies contd. Create an atmosphere of openness Avoid being adversarial Use appropriate channel Seek clarification/confirmation Seek comments Apply the 7Cs Use appropriate methods/modes to communicate with different generations

Supervisor’s Role Provide constructive feedback Coach and support supervisees Discuss workloads, policies , developments….. Conduct meetings Build interdepartmental relationships Resolve conflict

Supervisor’s Role Performance Management- maintain open and candid communication lines with staff Be a role model- the quality of communication skills is usually a reflection of a supervisor’s overall job performance

Communication Tips For Supervisors General Communication Be straightforward and direct in all communications, including written and spoken. Listen when you are not speaking. Paraphrase and reflect on what someone has said to make sure you understood correctly. Keep your voice volume at a moderate level. Avoid using an angry, threatening, or demeaning tone of voice.

Communication Tips Contd. Assigning Tasks Be clear about your expectations. Specify what you expect an employee to do or accomplish. Consider giving written instructions or expected outcomes of a task. If you are unsure about your clarity, ask the employee to summarize what you have said and are requesting of them. Confirm or correct the employee's response.

Communication Tips Clearly designate responsibility for tasks and projects, especially when assigning a task or project to a team of employees. When assigning work to a team, make sure there is an identified leader or point person. Make sure deadlines are clear and manageable.

Communication Tips Communicating Limits & Standards Set clear limits and observe them. Be consistent and do not change your limits or standards arbitrarily. Be clear about standards for promotion and what types of activities will help an employee work toward that goal. Give praise and recognition for work well done.

Communication Tips Be clear about the consequences of not completing work, missing work, showing up unfit for work, arguing with customers, acting out aggressively, or being uncooperative with team members. When correcting an employee, describe what can be observed, not what you suspect. Keep it simple.

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