1. Workplace Communications Susan McGinley susan@mcginley.name (603) 801-8382

2. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 2 “Communication” is …  What?  Why employees leave companies.  The most popular employee complaint.  The most important management skill.

3. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 3 Communications Basics  Listening Skills  GroupThink vs. Employee Engagement  Corporate Culture

4. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 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

5. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 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

6. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 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

7. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 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)

8. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 8 Communication Methods  Management Meetings Skip Level Town Hall Business Reviews  Cascading Information  Newsletters (emails, postings, etc.)  Informal (water cooler, rumors, etc.) 

9. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 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?

10. McGinley © Copyright 2004Susan McGinley susan@mcginley.name 10 Communications for Success COUNTDOWN OF TIPS…  Applicable to All Organizational Levels  For Immediate Implementation

11. QUESTIONS?