7.3.1 The Need of Communication
One of the main causes of problems within organisations is poor communications. The reasons for this may be:
Obstacles to Communication
There are five main barriers to effective interpersonal communication:
1. Fear is the most common reason that interpersonal communication fails; this can take several forms:
To deal with this problem managers need to ask themselves how do they perceive themselves as communicators, and how do they think they are perceived by other managers or employees. Being short-tempered, rude or inconsiderate does not assist in interpersonal communication; and can be a very negative factor when dealing with other people. If your manager behaves like this, you probably need to be more assertive in dealing with him or her. But this is often easier said than done. Many organisations support assertiveness training for management staff as part of their personal development. One-day courses are often available through local management training organisations or adult education centres and technical colleges.
2. Vagueness - managers should not assume that everyone understands what they are trying to say or do. They should try to use direct and simple language rather than concentrating on technical terms and acronyms which others may not be entirely familiar with.
The subject should be pitched at the correct level for the recipient, and avoid long words or patronising remarks. Individuals also need to be aware of their body language, and the subtle signals that are sent out to others in their immediate vicinity. Attitude, demeanour, and tone of voice will tell people a lot about the person who is talking.
3. Assumptions - managers should never assume that everyone knows and understands what has been communicated. They should allow and encourage employees to ask questions.
4. Ambiguity - as complexity increases the chances of ambiguity rises. An individual may be quite clear about what he or she has said or written. However, it may still be misunderstood by the recipient. Therefore, if possible, ask someone to look at what has been written to see if they understand it clearly or read it out to them. Often, a subtle change of emphasis can have an unintended negative effect on those who receive the information.
6. Failure to listen - this is very common. All personnel should concentrate on what others say, and not be distracted by other activity or nearby discussions. Avoid saying "I hear what you say" and giving the impression that there is real interest in what is being said, when what is really meant is "OK, you can talk as much as you like but it’s still going to be done my way!"
Communication can be improved by:
7.3.2 Ways of Communication
Communication is the act of imparting or exchange of information, ideas or feelings. It should be a two way thing and should flow up as well as down. This therefore requires the ability to listen as well as speak. It also involves the ability or organise thoughts and place them in an appropriate medium to convey in order that it is concise, unambiguous and clearly understood.
Communication can fall into two categories:
Communication as an Interpersonal Skill
Managers are familiar with the top-down communication method, where 'orders come from above, and are carried out below'. However, this is a very rigid system of communication which often is only partially effective.
When organisations grow in size and complexity, and particularly when they are undergoing change several things can happen:
A position of authority may cloud a managers ability to interpret information "Don't bring me problems, only solutions" is a very naive response to problem solving.
Methods of Communications
Information may be communicated by a number of methods:
7.3.3 Letter Writing
In many instance it is the written word which will give the first impression of a person or company so it is essential that this creates a good impression. Poor grammar and bad spelling will certainly not do that so it is worth ensuring that you are able to write and format any written communication which is appropriate for its purpose. In order to do that you will need to ensure that you have a good understanding of the English language and if that is something which you are not particularly good at it is certainly worth devoting effort in order to improve these skills.
The following should be considered when preparing to write a letter:
Letter or Phone call
There will be cases when either a letter or a phone call may be acceptable, in determine the medium to be used the following should be considered:
Advantages of a Letter
A letter is made up of the following:
Types of Letters
If you start Dear Sir you finish Yours faithfully
If you start Dear Name you finish Yours sincerely.
Letters should be:
7.3.4 Report Writing
Presenting the information
Sequence of Production
Arranging the information
Introduce the report:
In order to be effective there are a number of considerations we should be aware of when we plan and conduct a meeting. Although it must be born in mind that there are many different types of meeting and informal meetings will not require the formal procedures that some committee meetings need to adhere to.
Have an Agenda - making sure that members have an opportunity to include items for discussion. Give everyone copies in advance - or at least make sure that the agenda is clearly displayed for everyone to see.
Conducting the Meeting
The role of the chair is to:
It is important to remember that the Chair can only operate with the assistance of the group and everybody has responsibility for the conduct of meetings.
A record of each meeting must be kept so that any agreements or items discussed are recorded and the appropriate people are informed.
The record of a meeting is known as the Minutes and is written in the past tense eg “RG reported that the fire alarm was not working” not “The fire alarm is not working”
Minutes - a practical check-list
You have now completed Unit 7. So you should complete your assignment and send it to email@example.com.
When submitting your assignment you should ensure that it meets all the requirements set out on the Submitting Assignments page, which is accessible from the Student Area.
You will be notified as soon as this has been assessed and will then be advised as to your next unit.
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