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

QUESTIONS?