chapter 8 Communication–The Vital Link in Supervisory Management Supervision: Concepts and Practices of Management, Second Canadian Edition Hilgert, Leonard, Shemko, and Docherty © 2005 by Nelson, a division of Thomson Canada Limited

8-2 Learning Objectives 1.Define communication and discuss its implications for effective supervisory management. 2.Discuss the major channels of communication available to the supervisor. 3.Explain the benefits of the various methods of communication. 4.Identify and discuss barriers to effective communication. 5.Describe ways to overcome communication barriers.

8-3 Communication: A Definition Communication: The process of transmitting and understanding information from one person to another

8-4 A Two-Way Exchange Communication does not take place unless information is transferred successfully Supervisory effectiveness depends upon:  ability to transfer information or ideas  ability to receive and understand messages

8-5 The Channels FORMAL CHANNELS DOWNWARD UPWARD HORIZONTAL

8-6 The Grapevine Understand the grapevine. It offers insight into what employees think and feel. Know it cannot be eliminated. Supervisors should try to diminish its influence with answers and complete facts.

8-7 Behaviour Is Communication Body language is observable action that sends intentional or unintentional messages Inaction or unexplained actions may communicate unintentional meanings

8-8 Oral and Written Communication 1.Use a balance of oral and written communication. 2.Oral communication is more immediate and better understood. 3.Written communication provides a permanent record.

8-9 Visual Media A picture is worth a thousand words.

8-10 Barriers to Effective Communication Noise Languages Semantics Specialized terms and jargon Inappropriate use of the Internet Status and position Resistance to change Perceptual barriers Insensitive words Poor timing

8-11 TMI (Too Much Information) and the Internet The Internet is a valuable source of information, but it can also impede productivity Businesses lose millions of working hours a year to online gaming Employees in at least 68% of companies surf sexually-explicit sites

8-12 Status and Position as Barriers People at different levels in an organization may have differing points of view Employees evaluate a message in light of their own experience and the supervisor’s personality and position Employees may screen or filter information to impress a supervisor

8-13 Preparation and Planning Before communicating: Know what you want to say Plan the steps necessary to make your message understood

8-14 Preparation and Planning

8-15 Using Feedback To obtain useful feedback, use: Questions Discussion Signals Clues Paraphrasing

8-16 Direct and Clear Language 1.Use words that are understandable and as clear as possible 2.Avoid jargon 3.KISS–Keep it short and simple

8-17 A Calm Atmosphere Communicate when both parties are calm and unburdened by unusual tension or stress Set times to meet in quiet rooms

8-18 Listen 1.Listen patiently to learn about employee values and attitudes. 2.Restate messages and ask questions. 3.Be attentive. 4.Take or make time to listen. 5.Withhold judgments. 6.Use positive body language. 7.Maintain eye contact.

8-19 Repetition of Messages Repeat a message several times using different words and different methods The degree of repetition depends on the content of the message and on the experience of the employees

8-20 Reinforce Words with Action Complement words with appropriate and consistent actions Remember, actions speak louder than words