Principles of Supervision MGT 2220 Chapter 10 Communication Visibility is incredibly important. It is very hard to lead through emails. -Bill Zollars, CEO, Yellow Roadway Communication = the process by which people send and receive information. How Communication Works Do not communicate in anger. Remain open to feedback. Model effective leadership. Do not try to hold large group discussions via email. Never forget that email is not private. The Communication Process 1. Noise. Anything that can distort a message by interfering with the communication process. 2. Feedback. The way the receiver of the message responds or fails to respond to the message. 3. Hearing v Listening. If the receiver is not taking an active role, the communication will fail. 4. The receiver must listen to the message and not just hear the message. Communicating Effectively Supervisors need to understand the requests and questions employees raise. 1. Communicate from the Receiver’s Viewpoint. If you want the receiver’s attention, interest, and understanding, you must communicate from his/her viewpoint. 2. Learn from Feedback. Feedback indicates whether a message is fully received and correctly. 3. Strategies for Effective Listening. Remove distractions and give the speaker your full attention. Look at the speaker most of the time. When the speaker hesitates give a sign of encouragement. Try to hear the main point and supporting points. Distinguish between opinions and facts. Control your emotions. Be patient; do not interrupt. Take notes. At appropriate times, ask questions to clarify understanding. Restate the speakers point and ask whether you heard it correctly. 4. Active Listening. Hear what the speaker is saying.Seek to understand the facts. Seek to understand the feelings the speaker is trying to convey. State what you understand the message to be. 5. Be Prepared for Cultural Differences. Supervisors should acquaint themselves with basic guidelines for cross cultural communications: Stick to simple words. Avoid using jargon or slang. Pronounce words carefully and slow your normal pace. Learn about communication styles used in different cultures and try to match them when appropriate. Seek feedback. Use the same rules in written communication. Barriers to Communication 1. Information overload. The information age has left people bombarded with daily information. Provide employees only with useful information. Be sure your have the employee’s attention. 2. Misunderstandings. The receiver may make errors that lead to misunderstandings. It is difficult to write effective communications. The supervisor needs to be careful to understand the true meaning of the message. Offensive language is counterproductive and offensive. 3. Word Choices. Use appropriate word choices when encoding the message. Avoid ambiguous word. Do not use words that attribute characteristics to another person. Avoid using terms of endearment with employees. Clarity is important in choosing words. 4. Cultural Differences. This is becoming more common place in today’s workforce. Some cultures show respect by not providing feedback. You must become familiar with various communications styles: Page 266 Table 10.3 5. Inferences versus Facts. A conclusion drawn from the facts available: Using the words never and always are inferences. Avoid statements that phrase inferences as facts. Biases in Perception 1. Perception’s is the way people see and interpret reality. 2. Prejudices are negative conclusions about a category of people based on stereotypes. 3. Biases in Paying Attention. Biases occur at the early stage of the perception process.People pay more attention to a message that serves their own self interests. They will listen to messages that fit their existing viewpoints. Supervisors should combat biases by phrasing messages carefully to appeal to the receiver. Types of Messages Nonverbal Messages A messaged conveyed without using words. Gestures, posture, tone of voice, facial expression and even silence. Our experience will lead us on how to interpret these gestures. Nonverbal messages must support verbal communication. Verbal Messages We speak with employee’s everyday so prepare. Most occurs’ face to face so use nonverbal messages to support your words. Technology offers an increasing selection of oral communication channels for people in different locations. Written Communication Some situations require a record of what people tell one another. Memos are informal and usually intended to stay within the organization. Letters are formal and intended for communication outside the organization. Reports address problems and propose a solution. Emails are easy but have their complications:  The message is informal.  Consider whether it will be misunderstood before hitting “send”.  The situation is risky because of the “reply all” option.  A comment meant for one person could be forwarded to many people who should not see it. When to use Written Communication  You can wait for the receiver to read it.  You can not afford to bring people together.  The message is complex.  The information is more factual than sensitive.  You will not be embarrassed if others read it.  You need a record of the communication.  The receiver is able to read your language and use your technology. When to Use Oral Communication  The message is sensitive.  You need immediate feedback.  The receiver might have difficulty reading.  You want to build a relationship or see reactions.Choosing the Most Effective Message Type 1. Time and Cost Limits. 2. Complexity and Sensitivity of the Issue. 3. Need for a record. 4. Need for Feedback. 5. Capabilities if the Receiver. Communicating in Organizations Direction of Communication 1. Downward Communication within the organization is a message sent to someone at a lower level. 2. Upward communication is sent to someone in the organization at a higher level. 3. Lateral Communication is sent to person at the same level. 4. Formal Communication is work related and follows the line of the organizational chart. 5. Informal Communication is directed towards individual needs and interests and does not necessarily follow formal lines of communication. 6. Gossip and Rumors are informal and is small