Workplace Communications Susan McGinley (603)
McGinley © Copyright 2004Susan McGinley 2 “Communication” is … What? Why employees leave companies. The most popular employee complaint. The most important management skill.
McGinley © Copyright 2004Susan McGinley 3 Communications Basics Listening Skills GroupThink vs. Employee Engagement Corporate Culture
McGinley © Copyright 2004Susan McGinley 4 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
McGinley © Copyright 2004Susan McGinley 5 Employee Engagement “The Road to Abilene” Story 2 2 Jerry B. Harvey; The Abilene Paradox: The Management of Agreement; 1974 Avoid GroupThink Encourage Participation
McGinley © Copyright 2004Susan McGinley 6 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
McGinley © Copyright 2004Susan McGinley 7 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)
McGinley © Copyright 2004Susan McGinley 8 Communication Methods Management Meetings Skip Level Town Hall Business Reviews Cascading Information Newsletters ( s, postings, etc.) Informal (water cooler, rumors, etc.)
McGinley © Copyright 2004Susan McGinley 9 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?
McGinley © Copyright 2004Susan McGinley 10 Communications for Success COUNTDOWN OF TIPS… Applicable to All Organizational Levels For Immediate Implementation
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