Communication Skills Dr Prabhati Pati Professor & Area Chairperson Human Resources Centre for management Studies ASCI, Hyderabad

Introduction “While communication is one of the most basic human activities, its importance within the business environment is often underestimated.” Effective communication builds effective employees.

“ Effective communication does not begin and end with the ability to relay information. It also includes the ability to listen, act assertively,and ask questions when appropriate.”

Boundary Management * Individual * Group / team / Dept. * Unit / Division * Organization * Inter organizational

Common causes of problems in internal communication If I know it, then everyone must know it. We hate bureaucracy I told everyone…… Did you hear what I meant for you to hear? Our problem is too big to have to listen to each other! So, what’s to talk about? If I need your opinion, I shall tell it to you

Communication provides : # corporate direction # Corporate goals,mission statement, and strategic plans # Values, codes of ethics, # Organizational practices Industry specifics/ guidelines # Top management philosophy

Communication competence 1. Ability 2. Command over language 3. Situational factor/ context 4. Audience knowledge 5. Cross cultural awareness / Diversity 6. Empathy

Barriers to communication 1. Noise 2. Excessive long chains of command 3. Comm. Overload 4. Inappropriate message construction 5. lack of communication opportunity. 6. Inability to listen

BARRIERS TO COMMUNICATION Ind. Barriers oConflicting frame of reference. oSemantics oCommunication skills oCultural diversity

Org. Barriers oInformation overload oStructural arrangements oStatus differences oTask specialization oFiltering oTimeliness (appropriate timing)

Encouragining upward employ communication Communicate needs Share skills and knowledge Create a motivation cycle Establish employment expectations

Improving communication Be candid Stay constructive Contextual Consistent(your action supports your message) Continuous(provide ongoing reinforcement) Choose communication tools that your employees will use.

Try these ideas to encourage employ communication Hold monthly or quarterly staff meetings Publish internal newsletters Post notices on staff room bulletin boards Send information intranet or Invite questions. Maintain an overall open door policy. Practice MBWA

Downsizing/ Restructuring / mergers/ Acquisitions # Fear/ Concerns/ belief/ attitudes # Constricted communication # mourns a corporate death # Rumors # Stress reactions # Comfort zone threatened # cultural clashes # Change in Management Style !

Communication Style gets influenced by: 1.Your sense of time urgency 2.Your frustration with the system 3.Your prejudices, stereotypes, biases 4.Your own self perception 5.Your credibility 6.Competitive attitude 7.Being in Leadership position means sharing credit, grooming people, and identifying strengths and hidden potential

Guiding principles for employee communication Provide context,whenever possible. Be accurate, timely, relevant and easy to understand. Encourage an open, multi-dimensional communicational environment. Use communicational channels that invite input, involvement and ongoing dialog. Consistently reinforce key message.

Effective communication strategies,systems,and practices Deliver clear and consistent messages to all parts of the organization. Inspire and energy Are user-friendly,human and personal. Move information, experiences,learning ideas, direction and feedback equally in all directions-up,down and across the organization. … contd.

… contd. Provide multiple channels. Are only possible in an atmosphere of trust and openness.

“A vision is little more than an employ dream until it is widely shared and accepted.Only then does it acquire the force necessary to change an organization and move it in the intended direction”.

Communication challenges/opportunities. Cultural diversity Leadership issues Need for visible commitment and support Ability to communicate / connect Need to work in partnership Need for open,regular communication. Employee communication challenges Uncertainly(concern for job security) Responsibility for involvement Resources Need for continued focus on customers,financial results

Achieving organizational excellence through communication

Reinventing customer communication strategies for your organization.

Breaking functional mindset through communication.

Achieving attitudinal change

Creating positivity in the workplace

Developing a multi-pronged communication strategy –methods and options.

Employee mentoring, counseling, coaching as a part of managerial communication.

Creating a creative environment through open communication

Communicating to Internal and external Customers