chapter

8Communication–The

Vital Link in Supervisory Management

Supervision:

Concepts and Practices

of Management,Second Canadian Edition

Hilgert, Leonard,

Shemko, and Docherty

© 2005 by Nelson, a division of Thomson Canada Limited

8-2

Learning Objectives

1. Define communication and discuss its implications for effective supervisory management.

2. Discuss the major channels of communication available to the supervisor.

3. Explain the benefits of the various methods of communication.

4. Identify and discuss barriers to effective communication.

5. Describe ways to overcome communication barriers.

8-3

Communication: A DefinitionCommunication: A Definition

Communication:

The process of transmitting and understanding information from one person to another

8-4

A Two-Way ExchangeA Two-Way Exchange

• Communication does not take place unless information is transferred successfully

• Supervisory effectiveness depends upon:ability to transfer information or ideasability to receive and understand

messages

8-5

The ChannelsThe Channels

FORMALCHANNELS

DOWNW

ARD

DOWNW

ARD

UPWAR

D

UPWAR

D

HORIZONTALHORIZONTAL

8-6

The Grapevine• Understand the

grapevine. It offers insight into what employees think and feel.

• Know it cannot be eliminated. Supervisors should try to diminish its influence with answers and complete facts.

8-7

Behaviour Is CommunicationBehaviour Is Communication

• Body language is observable action that sends intentional or unintentional messages

• Inaction or unexplained actions may communicate unintentional meanings

8-8

Oral and Written CommunicationOral and Written Communication

1. Use a balance of oral and written communication.

2. Oral communication is more immediate and better understood.

3. Written communication provides a permanent record.

8-9

Visual MediaVisual Media

A picture is worth a thousand words.

8-10

Barriers to Effective Communication

Barriers to Effective Communication

• Noise

• Languages

• Semantics

• Specialized terms and jargon

• Inappropriate use of the Internet

• Status and position

• Resistance to change

• Perceptual barriers

• Insensitive words• Poor timing

8-11

TMI (Too Much Information) and the Internet

TMI (Too Much Information) and the Internet

• The Internet is a valuable source of information, but it can also impede productivity

• Businesses lose millions of working hours a year to online gaming

• Employees in at least 68% of companies surf sexually-explicit sites

8-12

Status and Position as BarriersStatus and Position as Barriers

• People at different levels in an organization may have differing points of view

• Employees evaluate a message in light of their own experience and the supervisor’s personality and position

• Employees may screen or filter information to impress a supervisor

8-13

Preparation and PlanningPreparation and Planning

Before communicating:

• Know what you want to say

• Plan the steps necessary to make your message understood

8-14

Preparation and PlanningPreparation and Planning

8-15

Using FeedbackUsing Feedback

To obtain useful feedback, use:

• Questions

• Discussion

• Signals

• Clues

• Paraphrasing

8-16

Direct and Clear LanguageDirect and Clear Language

1. Use words that are understandable and as clear as possible

2. Avoid jargon

3. KISS–Keep it short and simple

8-17

A Calm AtmosphereA Calm Atmosphere

• Communicate when both parties are calm and unburdened by unusual tension or stress

• Set times to meet in quiet rooms

8-18

ListenListen

1. Listen patiently to learn about employee values and attitudes.

2. Restate messages and ask questions.

3. Be attentive.

4. Take or make time to listen.

5. Withhold judgments.

6. Use positive body language.

7. Maintain eye contact.

8-19

Repetition of MessagesRepetition of Messages

• Repeat a message several times using different words and different methods

• The degree of repetition depends on the content of the message and on the experience of the employees

8-20

Reinforce Words with ActionReinforce Words with Action

• Complement words with appropriate and consistent actions

• Remember, actions speak louder than words