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Communication Essentials

admin — Thu, 09 Feb 2012 00:41:38 +0000

We are constantly communicating whether we realize it or not. As you communicate it is important to send the intended message. Here are some communication tips to help:

Tips for Effective Verbal Communication

At work, home or out and about it is easy to send the wrong message. People often misunderstand the intent of a message and take it the wrong way. Minimize communication problems by doing the following:

Present your message briefly and concisely.
Clearly organize your message and present it without using jargon.
Refrain from using critical or judgmental words.
Make sure what you are saying matches your tone and body language.

Barriers to Effective Communication

Muddled Messages
Stereotyping
Language
Lack of Feedback
Poor Listening Skills
Interruptions
Physical Distractions

Tips for Effective Written Communication

Start your message with a positive statement.
Avoid using department slang words.
Don’t use symbols in your message.
Avoid clichés
Ensure you are spelling the names of people correctly and using their correct titles.
Express numbers that begin a sentence or are less than ten in words. Numbers ten or greater should be expressed as numerals.
Keep your sentences short.
When making a criticism use the word “we” rather than “you.”
Don’t express anger, fear, frustration, irritation and aggression in written communication.
Proof read before sending.

Tips for Writing Effective E-mails

Know who your audience is and assume your e-mail will be forwarded.
Be kind in your e-mails.
Remember, once you press “send” there is no taking it back. Don’t write anything you wouldn’t feel comfortable being read aloud in a court of law.
Use a descriptive but short subject line which informs the receiver what the e-mail is about.
Don’t get overly chatty in your e-mail.
Be specific on the response you want and provide your contact information.
Make one point per e-mail. By writing separate e-mails for different points you get a clearer response from the receiver.
Write using complete sentences, avoid jargon and strive toward the correct tone.
Review the email, print it if necessary and read it aloud.
Don’t press the “send” button until you are truly ready and are comfortable with the message you are sending.
Don’t use e-mail if you require an immediate response, pick up the phone.

Tips for Leaving Voice Mails

When making a call anticipate the possibility of having to leave a voice mail. Always plan ahead.
Leave your contact information at the beginning of the message.
Focus on one topic per voice mail.
Provide enough details so the receiver has enough information to effectively respond.
Speak clearly, slow down and pronounce words carefully.
Keep your message simple and concise.
State who the voice mail is for in case someone else checks them.
Be courteous.

Criticism: To Give Or Not To Give?

admin — Wed, 14 Dec 2011 01:24:49 +0000

Providing criticism can be a useful tool for supervisors, but the way in which you approach criticism will make all the difference in how it is received. Many people don’t handle criticism well. As a supervisor you need to offer feedback and help employees improve but need to do so in a way that won’t put them on the defense.

In Dale Carnegie’s book “How to Win Friends and Influence People” he states, “Criticism is futile because it puts a person on the defensive and usually makes him strive to justify himself. Criticism in dangerous, because it wounds a person’s precious pride, hurts his sense of importance, and arouses resentment… When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion, creatures bristling with prejudices and motivated by pride and vanity.”

Dale Carnegie goes on with example after example of leaders choosing not to be critical or at least not expressing their criticism to others. Often we are critical because someone isn’t doing a task or project the way we would and we think that our way is the best and only way but the truth is there are many ways to get the same results.

If you criticize out of frustration or to intentionally hurt someone chances are they will resent you and their productivity will decrease causing additional problems. We’ve all encountered criticism that we felt was unjustified and invalid. In these instances, criticism did not help job performance improve; on the contrary, our job performance suffered from the subsequent anger and bitterness we experienced.

Obviously, it would be difficult to never criticize or offer some form of feedback. Constructive criticism can help employees improve and expose blind spots in their performance. However, it is imperative that you offer your input in a kind and positive manner. Never criticize the person directly but focus on the task that needs improvement.

Wanted, a Leader

admin — Fri, 25 Nov 2011 20:56:42 +0000

Architects of Fate or, Steps to Success and Power written by Orison Swett Marden in 1895 begins with this poem.

WANTED–A MAN.
“Wanted; men:
Not systems fit and wise,
Not faiths with rigid eyes,
Not wealth in mountain piles,
Not power with gracious smiles,
Not even the potent pen:
Wanted; men.”

Obviously this was written long ago and much has changed since it was published but if you replace the word “men” with leader you reach the same conclusion.

The world has a standing advertisement over the door of every profession, every occupation, every calling; “Wanted – A Leader.”

Wanted, a leader who will not lose his individuality in a crowd, a leader who has the courage of his convictions, who is not afraid to say “No,” though all the world says “Yes.”

Wanted, a leader who is larger than his calling, who values his occupation more than merely being a means of making a living.

Wanted, a leader who sees self-development, education, culture, discipline and character as a means to his success.

Wanted, a leader who is symmetrical and not one sided in his development, who manages all areas of his life with the same energy. A leader who is well-balanced and does not lack courage.

To be a leader you need to poses certain qualities and skills. Luckily, they are all within your reach. The key to being a great leader is to change as the world changes, use common sense, to be upright, pure and generous.

The world wants a leader who has a rounded education consisting of school, training and life experiences. Whose nerves are at their acutest sensibility, whose brain is cultured, keen, incisive, penetrating, broad, liberal, and deep.

The world is looking for such a leader; could it be you?

Supervising People and the Art of Listening

admin — Sat, 19 Nov 2011 00:24:35 +0000

In a typical day we spend over 45 percent of our time listening. Effective listening is critical to any supervisor’s success. The US Department of Labor statistics revealed in a 1999 study that 46 percent of people that quit their job did so because they felt unheard and underappreciated.

Good listening skills benefit both your personal and business relationships. There are numerous studies on how listening is a primary skill required for success. Listening is more than hearing someone talk it is about understanding what they are communicating to you. It requires that you pay close attention, focus on what they are saying,not only with their voice but their body as well. Caring about what others have to say is at the heart of listening so try to put yourself in their shoes and consider what you are hearing. Even if your employee is mistaken or misguided, this can be an excellent opportunity to set the record straight.

Listening Tips

Stop what you are doing, make eye contact and listen with your whole body.
Let others finish their thoughts without interrupting them. Nothing is more annoying than having someone rush them by finishing their thoughts. What you have to say is not more important than what the other person has to say. It may be a struggle, but don’t interrupt—unless the office is on fire.
Ask follow-up questions if you don’t understand and need clarification. Making the other person feel recognized and valued is paramount.
Repeat back what you think you heard in your own words to communicate whether or not you understand.

Employees will communicate with you when they are provided the opportunity and understanding that that it is okay for them to speak openly.. Create an open door policy and inform employees they can talk to you any time. Good leaders are good listeners; it is how problems are solved, people are inspired, trust is built and appreciation is expressed.

Common Traits of Leaders

admin — Mon, 14 Nov 2011 21:49:34 +0000

A long time ago leaders were thought to be born with the ability to lead, however, because of contributions in psychology we have been able to identify common traits that leader, past and today, possess. The great thing about these traits is that they can be learned, developed and refined by anyone with the desire to be an effective and great leader.

Common Traits of Leaders

High Standards of Excellence – Leaders want to do their best at all they do and are dominated by a sense of duty. They have high standards and are self-disciplined.
Emotionally Healthy – Leaders need to be able to handle stress, frustration and be able to react to many different situations. They must be well adjusted and have the emotional health and maturity to deal with everything that comes their way. Even if it is admitting they don’t have the answer.
Enthusiastic – Leaders are seen as active, expressive and energetic and they tend to be optimistic and focus on solutions rather than the problems.
Self-Confidence – Leaders understand that they will make mistakes and they learn from those mistakes. They don’t need other people to reassure them. They have high self-esteem and they don’t let guilt and shame get in their way.
Intuitive – The world is about change and to keep up leaders need to be intuitive. Many businesses fail because they are slow to act or don’t act at all when threatened by a competitor or a market shift. Sometimes you need to trust your gut to be successful.
Positive Attitude – People with a positive attitude are fun to be around and that goes for leaders too. Having a positive attitude draws the best out in you and others.
Empathy – Being able to put yourself in other people’s shoes is a key trait of leaders today. Without empathy, you can’t build trust; without trust, you will never be able to get the best effort from your team.
Integrity – Leaders need to have integrity, morals and character. It is difficult to work for someone that takes advantage of others, cuts corners and doesn’t hold themselves to high standards. Leaders need to be trusted and respected.

You can develop your leadership skills by reading, classes, seminars and getting a role model. The key to being a good leader and learning the common traits of a leader is persistence. Anyone can do anything they set their mind to.

Tips on Motivating Employees

admin — Thu, 10 Nov 2011 21:21:43 +0000

Motivating employees can be a challenging task when learning how to supervise people. In order to drive your employees to be perform at their best it helps to understand what motivates people. This article discusses some of the key factors that motivate people. Understanding these factors can help in finding the right solutions in motivating employees.

One of the keys to being a successful manager is the ability to motivate employees to perform at their best. When employees aren’t interested in their work or they’re bored, employee morale is low and productivity drops. Generally, employees are willing and able to work if they feel their job is important and they are appreciated. When motivating employees there are two main types of rewards, intrinsic reward and extrinsic reward.

People are motivated in different ways, one of which is by intrinsic reward. Intrinsic rewards or intrinsic motivation primarily deals with the feelings an employee has when they have done a good job.

They do it because they enjoy it. This can be seen more in hobbies or in the feeling of obligation to do well at ones job. The second type of reward is extrinsic. Extrinsic rewards or extrinsic motivation refers to a tangible or intangible reward given to you by someone else. Praise, pay increases, bonuses, and promotions are a few examples of extrinsic rewards. The traditional method of motivating employees has been used extrinsic motivation. In order to better understand how to motivate employees you must first understand how motivation works. According to Abraham Maslow, people are motivated by unmet needs. Maslow’s hierarchy of needs:

Psychological needs – these are your basic survival needs, like food, water, and shelter.
Safety needs – employees want to feel secure at work.
Social needs – the need to feel accepted and part of the group.
Esteem needs – the need for acknowledgement and recognition from others.
Self-actualization needs – the need to develop to your fullest potential.

In theory, when one of these needs is met a person will start to satisfy the next need. As a manager it is important to understand the types of needs you are dealing with. Your needs and the needs of your employees, for the most part, are the same. When motivating your employees it is important to have a good understanding of what your needs are to better understand your employees. There are many methods that are used in motivating employees. Using the insight on the types of needs you may encounter you can implement techniques that are key to producing the results you are looking for.

Learning how to be an effective leader takes time and is a process that requires action and continuous education. Below are some valuable resources that can help you achieve the results of being an effective leader.

Leadership Is A Process, Not A Position

admin — Thu, 10 Nov 2011 21:20:04 +0000

I am not one to get star struck, nor am I interested in obtaining autographs and such. However, one person I have always admired and wanted to meet is Colin Powell. Since I can remember, I have been aware of the way in which he carries himself, speaks, and has the confidence that makes you trust in him. He comes across as a true leader and is able to do so for a couple of reasons.

Colin Powell has been blessed with many opportunities in which to continually inspire people and challenge ideas. He looks to the long term and addresses each obstacle that courses his bath on the way to that goal. Most importantly, I believe the main reason in which he has been able to become such a great leader is that he has great followers. These followers not only believe in his visions, but trust his leadership in order to help in achieving the goal set forth. I believe a good leader can only shine if they have good people to help carry out the vision.

I am one of four (4) working my Human Resource Department. Directly above me are the manager and my counterpart, both of whom have been with the company for over twenty years. Throughout the reading it became clear how these two function together being such opposites. Prior to this, I often asked my counterpart how he is able to work with our boss for so long being that they are so different. His response is always the same, “Because it works”.

Our boss exemplifies what this chapter describes as the “Manager”. By seeking affirmation on his decisions, it is apparent that he wants to do the right things. He focuses on the short-term and wants to have control over what everyone in the department is doing. He doesn’t ever take credit for work that is not his, but he does like questions to be directed his way so he is always in the know with what’s going on.

My counterpart on the other hand, he is a leader. He constantly is encouraging me to do more and look at the long term affect of status quo versus making a change. He is never hesitant to make decisions and encourages me to do the same, as long as it is the right thing to do. He is teaching me to embrace the obstacles that cross the path of change without waiver. Affirmation is not important to him because he has confidence in his ability to assess situations and adapt accordingly for the best results. He is the king of “asking for forgiveness is easier than asking for permission”. It is partially because of him that I am going back to school. These two function so well together because they compliment each others strengths and weaknesses and I think this is attributed to all the time they have spent working with each other.

Once you know how a person or a group of people work, it is much easier to form a cohesive team. Because situations can vary so drastically, I do not buy into the school of thought that leaders are either are born or made. To be a good leader, you must constantly adapt to the changes around you. Through our experiences, we know what we expect in a good leader and try to emulate those qualities. I certainly believe there are those that have the self-confidence and aptitude to lead without hesitation, but without experiencing good and bad leaders, I don’t think a person can be a good leader. Those experiences have to be learned, making the already born leader, made.

I have yet to be in a position within my current job where I have been given the opportunity to try my own leadership skills, until recently. Our Vice President of Administration approached me with a simple question, “How are things going with (our current pension provider)”. Since then, I have gone onto making recommendations to the executives, reexamine our plans to make sure they are still in line with our mission as a company, and have worked closely with an actuary forecasting costs of operating as is and providing different scenarios to the Financial Committee as to what lay ahead.

Prior to this, I had never been given the opportunity to lead, in this case a project, and carry the weight on my shoulders. I have to say, it feels good to have that confidence in something and know that the recommendations being provided will have long term repercussions and being willing to see the process through.

Swimming with the Sharks – Strike in the Workplace

admin — Thu, 10 Nov 2011 21:18:24 +0000

Helpful advice is always . . . well, helpful. Often those who have had success are quick to give advice and little “tips” they have learned along the way. Sometimes these pieces of knowledge are helpful, but often I have personally found them to be personal pats on the backs without much personal substance. The reading by Harvey MacKay ‘Swim with the Sharks Without Being Eaten Alive‘ was entertaining and I was able to relate many of my experiences and attitudes to those within the reading.

Stand-Up Strike

In recent times, it appears that America is often being compared to Japan in regards to efficiency and other matters in the workplace. More often than not, we are seeing something that Japan does that attributes to their continual climb in the marketplace. So it came as no surprise to me that there would be at least one such mention in the reading. What was surprising was the way in which workers in Japan strike.

My interests have long since been those in the Human Resource arena and I was fortunate enough that upon graduation from BSU, I found a job working within my chosen field. The company I currently work for is composed of mostly hourly employees, most of which (all but 12 out of 1,200) belong in a union. Not a day goes by that we are without some complaint from the union. These daily complaints pale in comparison to the pressures and stress revolving around negotiations.

The union feels they are entitled to a multitude of benefits are reluctant to even discuss a few of them during negotiations. Once such benefit is the medical. (A brief history, our full-time hourly employees receive free, yes FREE, medical insurance for themselves and their entire family).

Last negotiations, the company wanted to bring to the table the matter of medical premiums and the union is well aware of the fact. On day one of the negotiations the union president said “we are not going to discuss anything to do with the medical plan. If you have issues regarding medical you would like to discuss, let us know now so we can leave and begin our strike”.

Because the negotiations are at a pivotal time of year, the union is well aware that the company is better off in the short term to come to an agreement and continue on with business. The reason we keep postponing the inevitable is because we cannot afford to have our employees not working during the most critical time of year. By having a strike, production is not met and profits are lost. So in the long run, a strike would hurt the employees as well as the employer.

Communication is a more effective tool then hard ball, yet the American workforce still operates under the mantra of who holds the most cards wins. From what the book said about stand up strikes, the individual employees can still make a statement by “wearing black armbands” (Swim with the Sharks Without Being Eaten Alive) and work with their employer to come to a mutual understanding; a better sense of win-win negotiations.

Take Time to Ask Questions and Listen

admin — Thu, 10 Nov 2011 21:15:50 +0000

“The people in the field are closest to the problem, closest to the situation, therefore that is where real wisdom is.” When we are the ones in the trenches, we know this statement to be true. However, it is once we are on the outside and no longer in control of the situation, the idea seems to be forgotten.

Having faith in the people around you to analyze the situation and make recommendations is a role a leader must play. Without trusting those involved in the situation, all the leaders has is their perception of the situation which in turn can lead to poor decision making.

Lending an Ear

Recently, after a long week at work, I went out with a co-worker for some good music and relaxation. As the evening was coming to a close, I ran into a guy he had become very visible in the last few months at work. It turns out that he is the President of the Board of Directors and wanted to take this opportunity, in light of recent events, to discuss with me my observations.

He spent the next two hours asking me questions about proposals I had made, observations with various committees (namely the pension committee as that is my job function), my opinion on key issues facing the company in regards to benefits, and questions about my personal goals and objectives.

As the conversation continued, it became apparent that he had honest interest in what I had to say and he was equally interested in sharing his responses to my questions as I was with him. He was asking questions that went down to the root level of the corporate office; inter job functions working together, policies – if they were useful or unnecessary, strong players, weak players, and everything in between.

While the conversation came to an end he remarked that he had a better understanding of the culture of the company but he had one more question; what could they (the board) do different? My suggestion came from both the The Leadership Secrets of Colin Powell
reading and the situation we were in ourselves; get out there and talk with those who are on the front line doing the work. After all, that is what he was doing.

Although it is too early to tell if our chance encounter has had any effect the board or the organization itself, I think we both came away from the experience with great optimism and outlook on the company.

No matter what position you are in within an organization, it is important to know and remember that those doing the “dirty work” are experiencing situations first hand and often will provide useful feedback. Nobody is never too important to talk with anybody in the organization. The flow of communication is key to the success of any mission, organization, or family.

Types of Presentation Visual Aids

admin — Thu, 10 Nov 2011 21:13:46 +0000

There are several types of visual aids that work well when giving a presentation. It is helpful to practice using them before actually delivering the presentation. All visual aids should be free of grammatical errors and clutter. When presenting describe the content and add a few anecdotes or meaningful details. Do not ready your aids verbatim and remember they are simply to enhance the learning experience.

General Tips for Using Visual Aids

Keep the visual aids out of sight until you are ready to present them.
Stand to either side of the visual aid so not to block it.
Face towards the audience while you talk, not the visual aid.
Do not block your face with the visual aid.
Maintain eye contact with the students.
Ensure that the students have enough time to read and understand the visual aid before removing it and moving on.
Know where the visual aid goes when finished with it.
If using a projector, switch it off when you are done using it.
Remove or cover your visual aid when not using it.

Using Handouts During Your Presentation

Similar to other types of learning materials, handouts are very useful and help vary the pace of training by providing participants with a different focus. When using handouts during your presentation reinforce the connection between handouts and course content by introducing and reviewing them. Here are some useful types while for using handouts during your presentation.

Prepare the copies needed ahead of time.
Ensure that the handout is concise and easily read.
Title the handout and number the pages.
Use colored paper to make locating the handouts easier if they will be referred to frequently.
Distribute the handout to each student before discussing the content.

Using Chart Paper During Your Presentation

Chart paper is a great resource to use during a presentation because it lets you capture key information generated through discussion. When using chart paper:

Prepare chart paper in advance with titles.
Write large, clear, bold letters, using 20 words per page as your guide.
Write down key ideas and concepts.
Don’t use light colored markets or pens.
Leave a blank page between each of your charts.
Use post-its, tape, or dog-ear pages that you will refer to again later.
Don’t obstruct students’ view.
Leave the bottom quarter blank so the entire chart can be seen from the back of the room.
Tear off chart paper you want the group to be able to refer to throughout the presentation and tape it to a wall.