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

2. 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?

3. 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?

4. 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

5. 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

6. Communication Process
Message
encoding
channel
source
decoding
Receiver
Feedback

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

9. 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

10. 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

11. 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

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

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

14. Barriers Contd.
Literacy level
technology

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

16. Routes of Communication
Vertical
Horizontal
Diagonal
Grapevine
Bypassing

17. Routes of Communication

18. Types of Network
Chain
Circle
Wheel
All-channel

19. Communication
A chain network e.g formal contact

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

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

22. Communication
An all-channel network e.g. brainstorming

23. Strategies Listening Empathy Clear objectives
clear and concise message
thorough preparation

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

25. 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

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

27. 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

28. 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.

29. 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.

30. 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.

31. 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.

32. 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.

33. THE END