Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of an organization. It is not possible to have human relations without communication. However, good and effective communication is required not only for good human relations but also for good and successful business. Effective communication is required at various levels and for various aspects in an organization such as - For manager – employee relations: Effective communication of information and decision is an essential component for management-employee relations. The manager cannot get the work done from employees unless they are communicated effectively of what he wants to be done? He should also be sure of some basic facts such as how to communicate and what results can be expected from that communication. Most of management problems arise because of lack of effective communication. Chances of misunderstanding and misrepresentation can be minimized with proper communication system. For motivation and employee morale: Communication is also a basic tool for motivation, which can improve morale of the employees in an organization. Inappropriate or faulty communication among employees or between manager and his subordinates is the major cause of conflict and low morale at work. Manager should clarify to employees about what is to be done, how well are they doing and what can be done for better performance to improve their motivation. He can prepare a written statement, clearly outlining the relationship between company objectives and personal objectives and integrating the interest of the two. For increase productivity: With effective communication, you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible, you can also increase production at low cost. For employees: It is through the communication that employees submit their work reports, comments, grievances and suggestions to their seniors or management. Organization should have effective and speedy communication policy and procedures to avoid delays, misunderstandings, confusion or distortions of facts and to establish harmony among all the concerned people and departments. Importance of written communication: Communication may be made through oral or written. In oral communication, listeners can make out what speakers is trying to say, but in written communication, text matter
Transcript
Communication is one of the basic functions of management in any organization and its importance
can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions
and plans between various parts of an organization.
It is not possible to have human relations without communication. However, good and effective
communication is required not only for good human relations but also for good and successful
business.
Effective communication is required at various levels and for various aspects in an organization such
as -
For manager – employee relations:
Effective communication of information and decision is an essential component for management-
employee relations. The manager cannot get the work done from employees unless they are
communicated effectively of what he wants to be done? He should also be sure of some basic facts
such as how to communicate and what results can be expected from that communication. Most of
management problems arise because of lack of effective communication. Chances of
misunderstanding and misrepresentation can be minimized with proper communication system.
For motivation and employee morale:
Communication is also a basic tool for motivation, which can improve morale of the employees in an
organization. Inappropriate or faulty communication among employees or between manager and his
subordinates is the major cause of conflict and low morale at work. Manager should clarify to
employees about what is to be done, how well are they doing and what can be done for better
performance to improve their motivation. He can prepare a written statement, clearly outlining the
relationship between company objectives and personal objectives and integrating the interest of the
two.
For increase productivity:
With effective communication, you can maintain a good human relation in the organization and by
encouraging ideas or suggestions from employees or workers and implementing them whenever
possible, you can also increase production at low cost.
For employees:
It is through the communication that employees submit their work reports, comments, grievances and
suggestions to their seniors or management. Organization should have effective and speedy
communication policy and procedures to avoid delays, misunderstandings, confusion or distortions of
facts and to establish harmony among all the concerned people and departments.
Importance of written communication:
Communication may be made through oral or written. In oral communication, listeners can make out
what speakers is trying to say, but in written communication, text matter in the message is a reflection
of your thinking. So, written communication or message should be clear, purposeful and concise with
correct words, to avoid any misinterpretation of your message. Written communications provides a
permanent record for future use and it also gives an opportunity to employees to put up their
comments or suggestions in writing.
So, effective communication is very important for successful working of an organization. Business
writing software with grammar checker and text enrichment tool, which enhances a simple sentence
into more professional and sophisticated one, can be used for writing effective business
communications. For more information, please visit grammar correction tool
Communication is essential for life in general but in business settings, it is critical. Communication is more than just a matter of speaking and hearing, especially within a business setting. Good communication, on the other hand, means that your message will be sent and that the people or organizations understand the message in its entirety. Further, they are much more likely to respond in a positive manner if the message was communicated effectively. A poorly communicated message will likely result in an unfavorable response.
Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of an organization.
You cannot have human relations without communication. However, good and effective communication is required not only for good human relations but also for good and successful business.
You can use softwares like business writing software for writing effective business communication, which is required at various levels and for various aspects in an organization such as -
Importance of communication for manager and employee relations:
Effective communication of information and decision is an essential component for management-employee relations. The manager cannot get the work done from employees unless they are communicated effectively of what he wants to be done? He should also be sure of some basic facts such as how to communicate and what results can be expected from that communication. Most of management problems arise because of lack of effective communication. Chances of misunderstanding and misrepresentation can be minimized with proper communication system.
For motivation and employee morale: Communication is also a basic tool for motivation, which can improve morale of the employees in an organization. Inappropriate or faulty communication among employees or between manager and his subordinates is the major cause of conflict and low morale at work. Manager should clarify to employees about what is to be done, how well are they doing and what can be done for better performance to improve their motivation. He can prepare a written statement, clearly outlining the relationship between company objectives and personal objectives and integrating the interest of the two.
For increase productivity:
With effective communication, you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible, you can also increase production at low cost.
For employees:
It is through the communication that employees submit their work reports, comments, grievances and suggestions to their seniors or management. Organization should have effective and speedy communication policy and procedures to avoid delays, misunderstandings, confusion or distortions of facts and to establish harmony among all the concerned people and departments.
Importance of written communication:
Communication may be made through oral or written. In oral communication, listeners can make out what speakers is trying to say, but in written communication, text matter in the message is a reflection of your thinking. So, written communication or message should be clear, purposeful and concise with correct words, to avoid any misinterpretation of your message. Written communications provides a permanent record for future use and it also gives an opportunity to employees to put up their comments or suggestions in writing.
Effective comm. Q 3
The most successful companies place great value on developing lifetime relationships with their customers. In today's competitive marketplace, they're aware that their customers are aggressively prospected and their loyalty cannot be taken for granted. Customer focused companies recognize that relationship building and follow on service are critical components for promoting both customer retention and revenue growth. ���� First Build a Relationship Today we have access to innovative tools such as the Internet, cell phones, faxes and voice mail all designed to enhance our ability to communicate. Nevertheless, even with all of these technological tools at our disposal, the alarming number of dissatisfied customers, lost sales and failed relationships all reflect the fact that none of us are as effective at communicating as we would like to believe.
Temperament understanding helps to foster effective communication. Research in the field of human psychology indicates people are born into one of four primary behavioral styles: aggressive, expressive, passive or analytical. Each of these four temperament styles requires a unique approach and communication strategy. For example, if you are working with the impatient, aggressive style, they want a quick fix and a bottom line solution. Under pressure they can be ill tempered and quick to anger. Give them options so you don't threaten their need for control. Don't waste their time with chitchat - stick to business. While at the other extreme, the stress-prone analytical style requires more information and is interested in every detail. Their cautious and analytical nature makes them susceptible to buyer's remorse. Be sensitive to their need for reassurance and guarantees. Once you learn how to identify each of the four primary behavioral styles you will be able to work more effectively with all of your customers.
Communicate Effectively Recognize the importance of nonverbal communication and learn to "listen with your eyes." It might surprise you to know that research indicates over 70 percent of our communication is perceived nonverbally. In fact, studies show that body language has a much greater impact and reliability than the spoken word. Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded and your legs uncrossed. You can develop harmony by "matching and mirroring" your customer's body language gestures. Matching and mirroring is unconscious mimicry. It's a way of subconsciously telling another that you like them and agree with them.
Improve your active listening skills. To develop and encourage conversation, use open-ended questions to probe the meaning behind your prospect's statements. Occasionally repeat your prospect's words verbatim. By restating their key words or phrases you not only clarify communication, but also build rapport. Keep your attention focused on what your customer is saying and avoid the temptation to interrupt, argue or dominate the conversation.���
Little Things Make a Big Difference Rendering quality customer service is both a responsibility and an opportunity. Often salespeople view customer service as an administrative burden that takes them away from making a sale. The truth is that customer service provides opportunities for cross-selling, up-selling and generating quality referrals.
Customers describe quality customer service in terms of attention to detail and responsiveness. Customer satisfaction surveys consistently point to the fact that the little things make a big difference. Not surprisingly, the top two customer complaints with regards to customer service are unreturned phone calls and a failure to keep promises and commitments. Make an effort to see yourself through your customers' eyes. True customer service is meeting and surpassing your customers' expectations.
Successful salespeople "go the extra mile" when providing service and turn the customers they serve into advocates to help them promote their business. Your referrals and follow on business are in direct proportion to the quality and quantity of service you render on a daily basis. Want more referrals? Improve your service!
Here are five powerful customer service tips.
1. Under-promise and over-deliver. Develop a reputation�for reliability; never make�� a�promise that you can't keep. Your word is your bond.� 2. Pay attention to the small things. Get in the habit of�returning phone calls, e-mails and other
correspondence�quickly. Follow up, follow up, follow up. 3. Stay in contact and keep good records. Take the time to �� jot down notes from meetings and phone calls making �� certain to record all relevant information. Maintain a �� written record of service. This is especially helpful when �� clients are reassigned to new agents. Setup a suspense �� system to track important contact dates such as client �� review calls and birthdays. Consider sending a personal �� note or an article of interest every six months. 4. Give your customers a promotional gift. Consider sending�them a letter opener, coffee mug, or a calendar with your picture and contact information. 5. Establish a feedback system to monitor how your customers � perceive the quality and quantity of the service you provide.� Service is not defined by what you think it is, but rather�how your customers perceive its value. When it comes to � customer service, perception is reality.
Progressive companies emphasize commitment to customer service from the top down by establishing training standards and continuously monitoring customer satisfaction. Companies that fail to implement an effective customer service program actually do a disservice to their customers and unknowingly, leave the backdoor open to their competitors. If you do it right, sales and service blend seamlessly and you will exceed your customers' expectations!
John Boe presents a variety of training and motivational programs for meetings and conventions. John brings over twenty years of experience as an award winning sales trainer to the platform. To have John speak at your next event, visit www.johnboe.com or call 831 375-3668. Meet John Boe: www.johnboe.com/meetjohn.html Seminars & Keynotes: www.johnboe.com/seminars.html . Article on customers, for, life by John Boe
Tags: [cached]: importance of nonverbal communication, phones faxes, temperament styles, lifetime relationships, voice mail, human psychology, competitive marketplace, line solution, dissatisfied customers, alarming number, aggressive style, innovative tools, communication research, technological tools, critical components, communication strategy, successful companies, effective communication, customer retention, reassurance,
Meeting management tends to be a set of skills often overlooked by leaders and managers. The following information is a rather "Cadillac" version of meeting management suggestions. The reader might pick which suggestions best fits the particular culture of their own organization. Keep in mind that meetings are very expensive activities when one considers the cost of labor for the meeting and how much can or cannot get done in them. So take meeting management very seriously.
The process used in a meeting depends on the kind of meeting you plan to have, e.g., staff meeting, planning meeting, problem solving meeting, etc. However, there are certain basics that are common to various types of meetings. These basics are described below.
(Note that there may seem to be a lot of suggestions listed below for something as apparently simple as having a meeting. However, any important activity would include a long list of suggestions. The list seems to become much smaller once you master how to conduct the activity.)
Selecting Participants
· The decision about who is to attend depends on what you want to accomplish in the meeting. This may seem too obvious to state, but it's surprising how many meetings occur without the right people there.· Don't depend on your own judgment about who should come. Ask several other people for their opinion as well.· If possible, call each person to tell them about the meeting, it's overall purpose and why their attendance is important.· Follow-up your call with a meeting notice, including the purpose of the meeting, where it will be held and when, the list of participants and whom to contact if they have questions.· Send out a copy of the proposed agenda along with the meeting notice.· Have someone designated to record important actions, assignments and due dates during the meeting. This person should ensure that this information is distributed to all participants shortly after the meeting.
Developing Agendas
· Develop the agenda together with key participants in the meeting. Think of what overall outcome you want from the meeting and what activities need to occur to reach that outcome. The agenda should be organized so that these activities are conducted during the meeting. In the agenda, state the overall outcome that you want from the meeting· Design the agenda so that participants get involved early by having something for them to do right away and so they come on time. · Next to each major topic, include the type of action needed, the type of output expected (decision, vote, action assigned to someone), and time estimates for addressing each topic· Ask participants if they'll commit to the agenda. · Keep the agenda posted at all times.· Don't overly design meetings; be willing to adapt the meeting agenda if members are making progress in the planning process.· Think about how you label an event, so people come in with that mindset; it may pay to have a short dialogue around the label to develop a common mindset among attendees, particularly if they include representatives from various cultures.
Opening Meetings
· Always start on time; this respects those who showed up on time and reminds late-comers that the scheduling is serious.· Welcome attendees and thank them for their time.· Review the agenda at the beginning of each meeting, giving participants a chance to understand all proposed major topics, change them and accept them.· Note that a meeting recorder if used will take minutes and provide them back to each participant shortly after the meeting.· Model the kind of energy and participant needed by meeting participants.· Clarify your role(s) in the meeting.
Establishing Ground Rules for Meetings
You don't need to develop new ground rules each time you have a meeting, surely. However, it pays to have a few basic ground rules that can be used for most of your meetings. These ground rules cultivate the basic ingredients needed for a successful meeting.· Four powerful ground rules are: participate, get focus, maintain momentum and reach closure. (You may want a ground rule about confidentiality.)· List your primary ground rules on the agenda.· If you have new attendees who are not used to your meetings, you might review each ground rule.· Keep the ground rules posted at all times.
Time Management
· One of the most difficult facilitation tasks is time management -- time seems to run out before tasks are completed. Therefore, the biggest challenge is keeping momentum to keep the process moving.· You might ask attendees to help you keep track of the time.· If the planned time on the agenda is getting out of hand, present it to the group and ask for their input as to a resolution. (Also see Time Management.)
Evaluations of Meeting Process
· It's amazing how often people will complain about a meeting being a complete waste of time -- but they only say so after the meeting. Get their feedback during the meeting when you can improve the meeting process right away. Evaluating a meeting only at the end of the meeting is usually too late to do anything about participants' feedback.· Every couple of hours, conduct 5-10 minutes "satisfaction checks".· In a round-table approach, quickly have each participant indicate how they think the meeting is going.
Evaluating the Overall Meeting
· Leave 5-10 minutes at the end of the meeting to evaluate the meeting; don't skip this portion of the meeting.· Have each member rank the meeting from 1-5, with 5 as the highest, and have each member explain their ranking· Have the chief executive rank the meeting last.
Closing Meetings
· Always end meetings on time and attempt to end on a positive note.· At the end of a meeting, review actions and assignments, and set the time for the next meeting and ask each person if they can make it or not (to get their commitment)· Clarify that meeting minutes and/or actions will be reported back to members in at most a week (this helps to keep momentum going).
Listenin
Tips on Effective Listening
"We were given two ears but only one mouth, because listening is twice as hard as talking."
Expressing our wants, feelings, thoughts and opinions clearly and effectively is only half of the communication process needed for interpersonal effectiveness. The other half is listening and understanding what others communicate to us. When a person decides to communicate with another person, he/she does so to fulfill a need. The person wants something, feels discomfort, and/or has feelings or thoughts about something. In deciding to communicate, the person selects the method or code which he/she believes will effectively deliver the message to the other person. The code used to send the message can be either verbal or nonverbal. When the other person receives the coded message, they go through the process of decoding or interpreting it into understanding and meaning. Effective communication exists between two people when the receiver interprets and understands the sender’s message in the same way the sender intended it.
Sources of Difficulty by the Speaker
Voice volume too low to be heard.
Making the message too complex, either by including too many unnecessary details or too many issues.
Getting lost, forgetting your point or the purpose of the interaction.
Body language or nonverbal elements contradicting or interfering with the verbal message, such as smiling when anger or hurt is being expressed.
Paying too much attention to how the other person is taking the message, or how the person might react.
Using a very unique code or unconventional method for delivering the message.
Sources of Difficulty by the Listener
Being preoccupied and not listening.
Being so interested in what you have to say that you listen mainly to find an opening to get the floor.
Formulating and listening to your own rebuttal to what the speaker is saying.
Listening to your own personal beliefs about what is being said.
Evaluating and making judgments about the speaker or the message.
Not asking for clarification when you know that you do not understand.
The Three Basic Listening Modes
1. Competitive or Combative Listening happens when we are more interested in promoting our own point of view than in understanding or exploring someone else’s view. We either listen for openings to take the floor, or for flaws or weak points we can attack. As we pretend to pay attention we are impatiently waiting for an opening, or internally formulating our rebuttal and planning our devastating comeback that will destroy their argument and make us the victor.
2. In Passive or Attentive Listening we are genuinely interested in hearing and understanding the other person’s point of view. We are attentive and passively listen. We assume that we heard and understand correctly. but stay passive and do not verify it.
3. Active or Reflective Listening is the single most useful and important listening skill. In active listening we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective.
Levels of Communication
Listening effectively is difficult because people vary in their communication skills and in how clearly they express themselves, and often have different needs, wants and purposes for interacting. The different types of interaction or levels of communication also adds to the difficulty. The four different types or levels are.
1. Clichés.2. Facts.
3. Thoughts and beliefs.
4. Feelings and emotions.
As a listener we attend to the level that we think is most important. Failing to recognize the level most relevant and important to the speaker can lead to a kind of crossed wires where the two people are not on the same wavelength. The purpose of the contact and the nature of our relationship with the person will usually determine what level or levels are appropriate and important for the particular interaction. Note the different requirements in the following situations:
You’re lost, and you ask a stranger for directions.
Your child comes to you crying.
You are in trouble and someone offers to help.
Your spouse is being affectionate and playful.
Opposing council is cross-examining you in court.
If we don’t address the appropriate elements we will not be very effective, and can actually make the situation worse. For example: If your wife is telling you about her hurt feelings and you focus on the facts of the situation and don’t acknowledge her feelings, she will likely become even more upset.
There is a real distinction between merely hearing the words and really listening for the message. When we listen effectively we understand what the person is thinking and/or feeling from the other person’s own perspective. It is as if we were standing in the other person’s shoes, seeing through his/her eyes and listening through the person's ears. Our own viewpoint may be different and we may not necessarily agree with the person, but as we listen, we understand from the other's perspective. To listen effectively, we must be actively involved in the communication process, and not just listening passively.
We all act and respond on the basis of our understanding, and too often there is a misunderstanding that neither of us is aware of. With active listening, if a misunderstanding has occurred, it will be known immediately, and the communication can be clarified before any further misunderstanding occurs.
Several other possible benefits occur with active listening:
Sometimes a person just needs to be heard and acknowledged before the person is willing to consider an alternative or soften his /her position.
It is often easier for a person to listen to and consider the other’s position when that person knows the other is listening and considering his/her position.
It helps people to spot the flaws in their reasoning when they hear it played back without criticism.
It also helps identify areas of agreement so the areas of disagreement are put in perspective and are diminished rather than magnified.
Reflecting back what we hear each other say helps give each a chance to become aware of the different levels that are going on below the surface. This helps to bring things into the open where they can be more readily resolved.
If we accurately understand the other person’s view, we can be more effective in helping the person see the flaws in his/her position.
If we listen so we can accurately understand the other’s view, we can also be more effective in discovering the flaws in our own position.
Listening Tips
Usually it is important to paraphrase and use your own words in verbalizing your understanding of the message. Parroting back the words verbatim is annoying and does not ensure accurate understanding
of the message.
Depending on the purpose of the interaction and your understanding of what is relevant, you could reflect back the other persons:
1. Account of the facts.2. Thoughts and beliefs.
3. Feelings and emotions.
4. Wants, needs or motivation.
5. Hopes and expectations.Don’t respond to just the meaning of the words, look for the feelings or intent beyond the words. The dictionary or surface meaning of the words or code used by the sender is not the message.
Inhibit your impulse to immediately answer questions. The code may be in the form of a question. Sometimes people ask questions when they really want to express themselves and are not open to hearing an answer.
Know when to quit using active listening. Once you accurately understand the sender’s message, it may be appropriate to respond with your own message. Don’t use active listening to hide and avoid revealing your own position.
If you are confused and know you do not understand, either tell the person you don’t understand and ask him/her to say it another way, or use your best guess. If you are incorrect, the person will realize it and will likely attempt to correct your misunderstanding.
Active listening is a very effective first response when the other person is angry, hurt or expressing difficult feelings toward you, especially in relationships that are important to you.
Use eye contact and listening body language. Avoid looking at your watch or at other people or activities around the room. Face and lean toward the speaker and nod your head, as it is appropriate. Be
No matter how good the communication system in an organisation is, unfortunately barriers can and do often occur. This may be caused by a number of factors which can usually be summarised as being due to physical barriers, system design faults or additional barriers.
Physical barriers are often due to the nature of the environment.
Thus, for example, the natural barrier which exists, if staff are located in different buildings or on different sites.
Likewise, poor or outdated equipment, particularly the failure of management to introduce new technology, may also cause problems.
Staff shortages are another factor which frequently causes communication difficulties for an organisation.
Whilst distractions like background noise, poor lighting or an environment which is too hot or cold can all affect people's morale and concentration, which in turn interfere with effective communication.
System design faults refer to problems with the structures or systems in place in an organisation.
Examples might include an organisational structure which is unclear and therefore makes it confusing to know who to communicate with.
Other examples could be inefficient or inappropriate information systems, a lack of supervision or training, and a lack of clarity in roles and responsibilities which can lead to staff being uncertain about what is expected of them.
Attitudinal barriers come about as a result of problems with staff in an organisation.
These may be brought about, for example, by such factors as poor management, lack of consultation with employees, personality conflicts which can result in people delaying or refusing to communicate, the personal attitudes of individual employees which may be due to lack of motivation or dissatisfaction at work, brought about by insufficient training to enable them to carry out particular tasks, or just resistance to change due to entrenched attitudes and ideas.
OTHER COMMON BARRIERS TO EFFECTIVE COMMUNICATION INCLUDE:
Psychological factors such as people's state of mind. We all tend to feel happier and more receptive to information when the sun shines.
Equally, if someone has personal problems like worries about their health or marriage, then this will probably affect them.
Different languages and cultures represent a national barrier which is particularly important for organisations involved in overseas business.
Individual linguistic ability is also important. The use of difficult or inappropriate words in communication can prevent people from understanding the message.
Poorly explained or misunderstood messages can also result in confusion. We can all think of situations where we have listened to something explained which we just could not grasp.
Physiological barriers may result from individuals' personal discomfort, caused, for example, by ill health, poor eye sight or hearing difficulties.
Presentation of information is also important to aid understanding.
The study of nonlinguistic bodily movements, such as gestures and facial expressions, as a systematic mode of communication.
