Women Empowerment – Workshop 7 (Advanced Communication)
The Appleton Greene Corporate Training Program (CTP) for Women Empowerment is provided by Ms. Tull Certified Learning Provider (CLP). Program Specifications: Monthly cost USD$2,500.00; Monthly Workshops 6 hours; Monthly Support 4 hours; Program Duration 12 months; Program orders subject to ongoing availability.
If you would like to view the Client Information Hub (CIH) for this program, please Click Here
Learning Provider Profile
Ms. Tull is a Certified Learning Provider (CLP) with Appleton Greene. She has over 25 years of experience in coaching, consulting and training CEO’s and executives. She specializes in the areas of personal and professional development and leadership. She is passionate about empowering women in the workplace equipping them with leadership skills and helping them to reveal their unique value, so they can reach their true potential and make a bigger impact. She has industry experience in the following sectors: Technology, Financial Services, Biomedical, Consultancy and Healthcare. She has commercial experience in the following countries: United States, Canada, England, Mexico and Sweden. More specifically within the following cities: Austin, TX; Houston, TX; Dallas, TX; Los Angeles, CA; New York City NY; St. Louis, MS; Virginia Beach, VA; Chicago IL. Her personal achievements include 17 yrs. as Founder/CEO of Silverlining Concepts, LLC where she empowers business owners and leaders to own their value and earn their worth, Certified Money Breakthrough Method Coach, Best-selling Author of a book about owning your value, so you can earn your worth in the workplace, Executive Contributor to Huffington Post, Biz Journals and Brainz Magazine, featured on the Brainz 500 Global list 2021. She also is a co-host on a national TV show- that focuses on bringing more light and positivity to the world. Her service skills include; leadership development, executive coaching, business strategy, sales and marketing strategies, mindset shifting and advanced communications and presentation skills.
MOST Analysis
Mission Statement
Mission: Advanced Communication – Communicating with Diplomacy, Tact and Credibility – The root cause of most problems at work is lack of communication (not being honest or holding back information). This can lead to curbed teamwork, it stunts innovation, wastes millions in productivity and restricts the ability to generate new business. When the leader can clearly identify their role within the company, they will feel more secure in their value they bring allowing them to confidently speak out. In this powerful workshop, you will gain clarity on your role in the company, align with your company’s mission, create a supportive environment that welcomes employees honestly, ideas, thoughts and feedback allowing the employees to effectively communicate, use their skills and shine! As a result, you will experience increased performance, more fulfilled employees, increased teamwork, increased levels of customer service, increased leadership effectiveness and increased inter-intra departmental communication.
Objectives
01. Communication Meaning: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
02. Business Communication: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
03. Conflict to Creativity: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
04. Communication Process: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
05. Types of Communication: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
06. Communication Styles: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
07. Barriers to Communication: departmental SWOT analysis; strategy research & development. 1 Month
08. Language Skills: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
09. Oral Communication: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
10. Written Communication: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
11. Interviewing Skills: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
12. Improve Communication: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
Strategies
01. Communication Meaning: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
02. Business Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
03. Conflict to Creativity: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
04. Communication Process: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
05. Types of Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
06. Communication Styles: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
07. Barriers to Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
08. Language Skills: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
09. Oral Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
10. Written Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
11. Interviewing Skills: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
12. Improve Communication: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
Tasks
01. Create a task on your calendar, to be completed within the next month, to analyze Communication Meaning.
02. Create a task on your calendar, to be completed within the next month, to analyze Business Communication.
03. Create a task on your calendar, to be completed within the next month, to analyze Conflict to Creativity.
04. Create a task on your calendar, to be completed within the next month, to analyze Communication Process.
05. Create a task on your calendar, to be completed within the next month, to analyze Types of Communication.
06. Create a task on your calendar, to be completed within the next month, to analyze Communication Styles.
07. Create a task on your calendar, to be completed within the next month, to analyze Barriers to Communication.
08. Create a task on your calendar, to be completed within the next month, to analyze Language Skills.
09. Create a task on your calendar, to be completed within the next month, to analyze Oral Communication.
10. Create a task on your calendar, to be completed within the next month, to analyze Written Communication.
11. Create a task on your calendar, to be completed within the next month, to analyze Interviewing Skills.
12. Create a task on your calendar, to be completed within the next month, to analyze Improve Communication.
Introduction
We use communication every day in almost every situation, especially in the workplace. Communication is essential when building relationships, sharing ideas, delegating responsibilities, managing a team, and much more, whether you give a slight head nod in agreement or present information to a large group.
Learning and honing good communication skills can help you advance in your career, make you a more competitive job candidate, and expand your network. While it takes time and practice, communication and interpersonal skills can be developed and refined.
On a daily basis, we use four types of communication:
• Verbal
• Nonverbal
• Written
• Visual
It is most effective to actively listen, observe, and empathize when using any of these communication styles.
A successful delivery of our messages necessitates careful formulation and selection of the appropriate communication channel. The easier it is for the receiver to “decode” information that is “coded” in a clear and simple manner. In my experience, face-to-face communication is the most preferable channel when in a leadership position and not only.
However, regardless of the channel, we must keep our messages as brief and straightforward as possible. Because of the speed of the apprehension process, the more complicated the words we use, the less effective our delivery.
In today’s world almost everyone has a device with them at all times, and the new ways technology is presenting dialogue are what are taking away our face-to-face contact. Texting, calling, and video chatting are just a few of the many ways to communicate. People nowadays would rather text someone about something than speak to them in person. It is simpler, less stressful, and requires less thought while in the process. This appears to some to be a good thing, but it has a significant negative impact. Because of the anxiety of not knowing what to say or expect in response, this can harm socialization and make it more difficult for people to cooperate and discuss issues. When, on the other hand, over a phone, people are basically shielded from that.
Another disadvantage of texting is the frequent miscommunication that occurs between receiving and sending messages. When you speak with someone in person, you can see their expression, feel their mood, and understand their tone. You can only interpret what they are saying and how they are saying it over texting, which often leads to false assumptions and unwelcome conflict. When you lose communication with another person, you may begin to lose communication with yourself. Meaning, the ability to self-reflect, think, and come up with a reason for something can deteriorate. When used incorrectly, texting erodes those cooperative skills.
In business today, it is difficult to communicate in a direct, short, simple, and clear manner. One of the main reasons for this is that we try not to offend our communication partner especially when we have to share information with a negative connotation, or we believe, usually subconsciously, that being indirect, verbose, complicated, and vague will somehow lessen the impact of the bad news.
For us, as leaders, it makes no difference how we label the information we share with our team members – whether we label it as “Good” or “Bad” – the most important thing was, is, and always will be that it is correctly processed and understood. That is why we need processes and a communication system within the organization that allows for the delivery and receipt of information to be clear and effective – leaving no room for misunderstandings.
In the Advanced Communication Workshop, we will dive deep into what communication is, how it differs for you as an individual and within the workplace. You will learn the different types and styles of communication and how to breakthrough common barriers that hinder effective communication. When the leader can clearly identify their role within the company and their personal style of communication, they will feel more secure in their value they bring allowing them to confidently speak out. In this powerful workshop, you will gain clarity on your role in the company, align with your company’s mission, create a supportive environment that welcomes employees honestly, ideas, thoughts and feedback allowing the employees to use their skills and shine! As a result, you will experience increased performance, more fulfilled employees, increased teamwork, increased levels of customer service, increased leadership effectiveness and increased inter-intra departmental communication.
Executive Summary
Effective communication requires more than just exchanging information. It is necessary to comprehend the emotion and intentions underlying the information. In addition to being able to clearly convey a message, you must also be able to listen in such a way that you grasp the full meaning of what is being said and make the other person feel heard and understood.
Effective communication appears to be instinctive. But all too often, something goes wrong when we try to communicate with others. We say one thing, but the other person hears something completely different, resulting in misunderstandings, frustration, and conflict. This can disrupt your relationships at home, school, and work.
We live in an information-driven society in which communication dictates how quickly we learn.
Cooperation and collaboration are the foundations of how we collaborate, and when done brilliantly, they can determine our competitive advantage.
At the human level, our social resources have a significant impact on our happiness and well-being at work.
We can dismiss it all as too soft and fuzzy, or we can see communication as one of the keys to creating an emotionally intelligent workplace. However, because how we get along is so important to organizational success and human flourishing, many more businesses are focusing on the latter.
Many of us will need to learn some new skills in order to communicate more clearly and effectively. Learning these skills can deepen your connections to others, build greater trust and respect, and improve teamwork, problem solving, and your overall social and emotional health, whether you’re trying to improve communication with your spouse, kids, boss, or coworkers.
There are 12 courses (or focus areas) in the Advanced Communication Workshop that will assist in acquiring these skills.
Here’s what we’ll be covering:
1. Communication Meaning – A person with effective communication skills can convey their message without misunderstanding, lowering the likelihood of errors and conflict. Effective communication increases your chances of getting exactly what you need. So. what exactly constitutes effective communication? In this course we will uncover the definition of communication and why it’s so important in the workplace.
2. Business Communication – Effective communication has an impact on processes, efficiency, and every level of a business. In this course, you will learn how to set up an effective business communication process for increased productivity, higher revenue, happier customers, and increased profits.
3. Conflict to Creativity – Conflict is an unavoidable part of life. When cultures collide, opinions diverge, and priorities clash, tensions inevitably rise. Part of our success as humans can be attributed to our ability to effectively manage bad conflict and then transform it into creative conflict through great communication tactics. Dealing with conflict in a healthy and constructive way can result in better workplace outcomes and idea generation. You can actually drive more creativity, productivity, and efficiency for your company by tapping into the potential goldmine that is workplace conflict — but only if you do it correctly. In this lesson we will share how to specifically overcome conflict by use of creativity.
4. Communication Process – The Communication Process Model is one of the most important theories to learn because successful management is ultimately determined by effective communication. As a team leader, it is critical that you communicate thoughts, feelings, and information on a regular basis in a way that motivates your team, allows for growth in learning, and provides a clear understanding of objectives and “need-to-knows.” In this course we will identify the 8 most common communication models, learn the 8 steps in the communication process and the 5-step rule when designing your own process.
5. Types of Communication – We share information with one another in a variety of ways. When delivering a presentation to a group, for example, you might use verbal communication. When applying for a job or sending an email, you may use written communication. In this course we will reveal the 4 major types of communication and tips for maximizing the efficiency for each.
6. Communication Styles – Everyone has their own communication style, and people may switch between them depending on the situation and their audience. Nonetheless, we all have communication styles that come naturally to us. Recognizing the fundamental differences between various styles will enable you to effectively reach out to anyone, regardless of their—or your—instinctive style. Understanding the four different styles and when and how to use them will enable you and your team members to collaborate more effectively and efficiently for the benefit of all.
7. Barriers to Communication – In business, miscommunication can be disastrous. From missed deadlines, lost opportunities and loss of time or money. In this course, we will look at each of the 6 major barriers to effective communication—what they are, how they manifest themselves in practice, and how to overcome them.
8. Language Skills – Language skills are the abilities, experiences, and knowledge that allow a person to communicate. This includes both native and second language skills. The core languages of a native language are reading, writing, speaking, and listening. Things that are automatically learned in a native language can be difficult to learn in a second language. Grammar, vocabulary pronunciations, and idioms are all included. Language skills are abilities that allow you to express yourself clearly and precisely. In this lesson we will dive deep into the 4 Key language skills and how to use them effectively.
9. Oral Communication – The verbal and visual transmission of information from one person to another is known as oral communication. Oral communication includes things like presentations, speeches, and dialogues. In a professional setting, effective oral communication is essential because it is based on transparency, understanding, and trust. Employee morale, performance, and cooperation can all benefit from improved oral communication skills. This is our focus in this lesson.
10. Written Communication – The most common and effective mode of business communication is written communication. When the information to be transmitted is lengthy and includes some complex terms that cannot be explained verbally, this type of communication is used. Organizations keep their documents in writing so that they can be used as a reference and proof of any future transaction. As a result, it is critical for every business organization to develop effective writing skills and instill them in all of its employees which we will uncover in this lesson.
11. Interviewing Skills – Having the necessary interviewing skills to attract the best talent is unquestionably critical to a company’s success. Excellent interviewing skills indicate that the company can hire the right people to move the organization forward. Excellent interview skills will help you succeed in your career or help your company hire the best people. In this course, you will discover the top interview skills whether you are the interviewer or the interviewee.
12. Improve Communication – Successful organizations maintain open lines of communication at all levels, including the top. According to research, leaders who are effective communicators are five times more likely to be high performers than those who are only marginally effective. Similarly, improved communication means fewer company dollars are at risk. Also, while encouraging communication is an important goal for businesses, ensuring it is done in a productive professional manner is key. In this final course of the workshop, we will share the best practices for executive and leader communication, the 5 steps to improve departmental communication and how to implement a social collaboration solution to improve internal communication.
Curriculum
Women Empowerment – Workshop 1 – Advanced Communication
- Communication Meaning
- Business Communication
- Conflict to Creativity
- Communication Process
- Types of Communication
- Communication Styles
- Barriers to Communication
- Language Skills
- Oral Communication
- Written Communication
- Interviewing Skills
- Improve Communication
Distance Learning
Introduction
Welcome to Appleton Greene and thank you for enrolling on the Women Empowerment corporate training program. You will be learning through our unique facilitation via distance-learning method, which will enable you to practically implement everything that you learn academically. The methods and materials used in your program have been designed and developed to ensure that you derive the maximum benefits and enjoyment possible. We hope that you find the program challenging and fun to do. However, if you have never been a distance-learner before, you may be experiencing some trepidation at the task before you. So we will get you started by giving you some basic information and guidance on how you can make the best use of the modules, how you should manage the materials and what you should be doing as you work through them. This guide is designed to point you in the right direction and help you to become an effective distance-learner. Take a few hours or so to study this guide and your guide to tutorial support for students, while making notes, before you start to study in earnest.
Study environment
You will need to locate a quiet and private place to study, preferably a room where you can easily be isolated from external disturbances or distractions. Make sure the room is well-lit and incorporates a relaxed, pleasant feel. If you can spoil yourself within your study environment, you will have much more of a chance to ensure that you are always in the right frame of mind when you do devote time to study. For example, a nice fire, the ability to play soft soothing background music, soft but effective lighting, perhaps a nice view if possible and a good size desk with a comfortable chair. Make sure that your family know when you are studying and understand your study rules. Your study environment is very important. The ideal situation, if at all possible, is to have a separate study, which can be devoted to you. If this is not possible then you will need to pay a lot more attention to developing and managing your study schedule, because it will affect other people as well as yourself. The better your study environment, the more productive you will be.
Study tools & rules
Try and make sure that your study tools are sufficient and in good working order. You will need to have access to a computer, scanner and printer, with access to the internet. You will need a very comfortable chair, which supports your lower back, and you will need a good filing system. It can be very frustrating if you are spending valuable study time trying to fix study tools that are unreliable, or unsuitable for the task. Make sure that your study tools are up to date. You will also need to consider some study rules. Some of these rules will apply to you and will be intended to help you to be more disciplined about when and how you study. This distance-learning guide will help you and after you have read it you can put some thought into what your study rules should be. You will also need to negotiate some study rules for your family, friends or anyone who lives with you. They too will need to be disciplined in order to ensure that they can support you while you study. It is important to ensure that your family and friends are an integral part of your study team. Having their support and encouragement can prove to be a crucial contribution to your successful completion of the program. Involve them in as much as you can.
Successful distance-learning
Distance-learners are freed from the necessity of attending regular classes or workshops, since they can study in their own way, at their own pace and for their own purposes. But unlike traditional internal training courses, it is the student’s responsibility, with a distance-learning program, to ensure that they manage their own study contribution. This requires strong self-discipline and self-motivation skills and there must be a clear will to succeed. Those students who are used to managing themselves, are good at managing others and who enjoy working in isolation, are more likely to be good distance-learners. It is also important to be aware of the main reasons why you are studying and of the main objectives that you are hoping to achieve as a result. You will need to remind yourself of these objectives at times when you need to motivate yourself. Never lose sight of your long-term goals and your short-term objectives. There is nobody available here to pamper you, or to look after you, or to spoon-feed you with information, so you will need to find ways to encourage and appreciate yourself while you are studying. Make sure that you chart your study progress, so that you can be sure of your achievements and re-evaluate your goals and objectives regularly.
Self-assessment
Appleton Greene training programs are in all cases post-graduate programs. Consequently, you should already have obtained a business-related degree and be an experienced learner. You should therefore already be aware of your study strengths and weaknesses. For example, which time of the day are you at your most productive? Are you a lark or an owl? What study methods do you respond to the most? Are you a consistent learner? How do you discipline yourself? How do you ensure that you enjoy yourself while studying? It is important to understand yourself as a learner and so some self-assessment early on will be necessary if you are to apply yourself correctly. Perform a SWOT analysis on yourself as a student. List your internal strengths and weaknesses as a student and your external opportunities and threats. This will help you later on when you are creating a study plan. You can then incorporate features within your study plan that can ensure that you are playing to your strengths, while compensating for your weaknesses. You can also ensure that you make the most of your opportunities, while avoiding the potential threats to your success.
Accepting responsibility as a student
Training programs invariably require a significant investment, both in terms of what they cost and in the time that you need to contribute to study and the responsibility for successful completion of training programs rests entirely with the student. This is never more apparent than when a student is learning via distance-learning. Accepting responsibility as a student is an important step towards ensuring that you can successfully complete your training program. It is easy to instantly blame other people or factors when things go wrong. But the fact of the matter is that if a failure is your failure, then you have the power to do something about it, it is entirely in your own hands. If it is always someone else’s failure, then you are powerless to do anything about it. All students study in entirely different ways, this is because we are all individuals and what is right for one student, is not necessarily right for another. In order to succeed, you will have to accept personal responsibility for finding a way to plan, implement and manage a personal study plan that works for you. If you do not succeed, you only have yourself to blame.
Planning
By far the most critical contribution to stress, is the feeling of not being in control. In the absence of planning we tend to be reactive and can stumble from pillar to post in the hope that things will turn out fine in the end. Invariably they don’t! In order to be in control, we need to have firm ideas about how and when we want to do things. We also need to consider as many possible eventualities as we can, so that we are prepared for them when they happen. Prescriptive Change, is far easier to manage and control, than Emergent Change. The same is true with distance-learning. It is much easier and much more enjoyable, if you feel that you are in control and that things are going to plan. Even when things do go wrong, you are prepared for them and can act accordingly without any unnecessary stress. It is important therefore that you do take time to plan your studies properly.
Management
Once you have developed a clear study plan, it is of equal importance to ensure that you manage the implementation of it. Most of us usually enjoy planning, but it is usually during implementation when things go wrong. Targets are not met and we do not understand why. Sometimes we do not even know if targets are being met. It is not enough for us to conclude that the study plan just failed. If it is failing, you will need to understand what you can do about it. Similarly if your study plan is succeeding, it is still important to understand why, so that you can improve upon your success. You therefore need to have guidelines for self-assessment so that you can be consistent with performance improvement throughout the program. If you manage things correctly, then your performance should constantly improve throughout the program.
Study objectives & tasks
The first place to start is developing your program objectives. These should feature your reasons for undertaking the training program in order of priority. Keep them succinct and to the point in order to avoid confusion. Do not just write the first things that come into your head because they are likely to be too similar to each other. Make a list of possible departmental headings, such as: Customer Service; E-business; Finance; Globalization; Human Resources; Technology; Legal; Management; Marketing and Production. Then brainstorm for ideas by listing as many things that you want to achieve under each heading and later re-arrange these things in order of priority. Finally, select the top item from each department heading and choose these as your program objectives. Try and restrict yourself to five because it will enable you to focus clearly. It is likely that the other things that you listed will be achieved if each of the top objectives are achieved. If this does not prove to be the case, then simply work through the process again.
Study forecast
As a guide, the Appleton Greene Women Empowerment corporate training program should take 12-18 months to complete, depending upon your availability and current commitments. The reason why there is such a variance in time estimates is because every student is an individual, with differing productivity levels and different commitments. These differentiations are then exaggerated by the fact that this is a distance-learning program, which incorporates the practical integration of academic theory as an as a part of the training program. Consequently all of the project studies are real, which means that important decisions and compromises need to be made. You will want to get things right and will need to be patient with your expectations in order to ensure that they are. We would always recommend that you are prudent with your own task and time forecasts, but you still need to develop them and have a clear indication of what are realistic expectations in your case. With reference to your time planning: consider the time that you can realistically dedicate towards study with the program every week; calculate how long it should take you to complete the program, using the guidelines featured here; then break the program down into logical modules and allocate a suitable proportion of time to each of them, these will be your milestones; you can create a time plan by using a spreadsheet on your computer, or a personal organizer such as MS Outlook, you could also use a financial forecasting software; break your time forecasts down into manageable chunks of time, the more specific you can be, the more productive and accurate your time management will be; finally, use formulas where possible to do your time calculations for you, because this will help later on when your forecasts need to change in line with actual performance. With reference to your task planning: refer to your list of tasks that need to be undertaken in order to achieve your program objectives; with reference to your time plan, calculate when each task should be implemented; remember that you are not estimating when your objectives will be achieved, but when you will need to focus upon implementing the corresponding tasks; you also need to ensure that each task is implemented in conjunction with the associated training modules which are relevant; then break each single task down into a list of specific to do’s, say approximately ten to do’s for each task and enter these into your study plan; once again you could use MS Outlook to incorporate both your time and task planning and this could constitute your study plan; you could also use a project management software like MS Project. You should now have a clear and realistic forecast detailing when you can expect to be able to do something about undertaking the tasks to achieve your program objectives.
Performance management
It is one thing to develop your study forecast, it is quite another to monitor your progress. Ultimately it is less important whether you achieve your original study forecast and more important that you update it so that it constantly remains realistic in line with your performance. As you begin to work through the program, you will begin to have more of an idea about your own personal performance and productivity levels as a distance-learner. Once you have completed your first study module, you should re-evaluate your study forecast for both time and tasks, so that they reflect your actual performance level achieved. In order to achieve this you must first time yourself while training by using an alarm clock. Set the alarm for hourly intervals and make a note of how far you have come within that time. You can then make a note of your actual performance on your study plan and then compare your performance against your forecast. Then consider the reasons that have contributed towards your performance level, whether they are positive or negative and make a considered adjustment to your future forecasts as a result. Given time, you should start achieving your forecasts regularly.
With reference to time management: time yourself while you are studying and make a note of the actual time taken in your study plan; consider your successes with time-efficiency and the reasons for the success in each case and take this into consideration when reviewing future time planning; consider your failures with time-efficiency and the reasons for the failures in each case and take this into consideration when reviewing future time planning; re-evaluate your study forecast in relation to time planning for the remainder of your training program to ensure that you continue to be realistic about your time expectations. You need to be consistent with your time management, otherwise you will never complete your studies. This will either be because you are not contributing enough time to your studies, or you will become less efficient with the time that you do allocate to your studies. Remember, if you are not in control of your studies, they can just become yet another cause of stress for you.
With reference to your task management: time yourself while you are studying and make a note of the actual tasks that you have undertaken in your study plan; consider your successes with task-efficiency and the reasons for the success in each case; take this into consideration when reviewing future task planning; consider your failures with task-efficiency and the reasons for the failures in each case and take this into consideration when reviewing future task planning; re-evaluate your study forecast in relation to task planning for the remainder of your training program to ensure that you continue to be realistic about your task expectations. You need to be consistent with your task management, otherwise you will never know whether you are achieving your program objectives or not.
Keeping in touch
You will have access to qualified and experienced professors and tutors who are responsible for providing tutorial support for your particular training program. So don’t be shy about letting them know how you are getting on. We keep electronic records of all tutorial support emails so that professors and tutors can review previous correspondence before considering an individual response. It also means that there is a record of all communications between you and your professors and tutors and this helps to avoid any unnecessary duplication, misunderstanding, or misinterpretation. If you have a problem relating to the program, share it with them via email. It is likely that they have come across the same problem before and are usually able to make helpful suggestions and steer you in the right direction. To learn more about when and how to use tutorial support, please refer to the Tutorial Support section of this student information guide. This will help you to ensure that you are making the most of tutorial support that is available to you and will ultimately contribute towards your success and enjoyment with your training program.
Work colleagues and family
You should certainly discuss your program study progress with your colleagues, friends and your family. Appleton Greene training programs are very practical. They require you to seek information from other people, to plan, develop and implement processes with other people and to achieve feedback from other people in relation to viability and productivity. You will therefore have plenty of opportunities to test your ideas and enlist the views of others. People tend to be sympathetic towards distance-learners, so don’t bottle it all up in yourself. Get out there and share it! It is also likely that your family and colleagues are going to benefit from your labors with the program, so they are likely to be much more interested in being involved than you might think. Be bold about delegating work to those who might benefit themselves. This is a great way to achieve understanding and commitment from people who you may later rely upon for process implementation. Share your experiences with your friends and family.
Making it relevant
The key to successful learning is to make it relevant to your own individual circumstances. At all times you should be trying to make bridges between the content of the program and your own situation. Whether you achieve this through quiet reflection or through interactive discussion with your colleagues, client partners or your family, remember that it is the most important and rewarding aspect of translating your studies into real self-improvement. You should be clear about how you want the program to benefit you. This involves setting clear study objectives in relation to the content of the course in terms of understanding, concepts, completing research or reviewing activities and relating the content of the modules to your own situation. Your objectives may understandably change as you work through the program, in which case you should enter the revised objectives on your study plan so that you have a permanent reminder of what you are trying to achieve, when and why.
Distance-learning check-list
Prepare your study environment, your study tools and rules.
Undertake detailed self-assessment in terms of your ability as a learner.
Create a format for your study plan.
Consider your study objectives and tasks.
Create a study forecast.
Assess your study performance.
Re-evaluate your study forecast.
Be consistent when managing your study plan.
Use your Appleton Greene Certified Learning Provider (CLP) for tutorial support.
Make sure you keep in touch with those around you.
Tutorial Support
Programs
Appleton Greene uses standard and bespoke corporate training programs as vessels to transfer business process improvement knowledge into the heart of our clients’ organizations. Each individual program focuses upon the implementation of a specific business process, which enables clients to easily quantify their return on investment. There are hundreds of established Appleton Greene corporate training products now available to clients within customer services, e-business, finance, globalization, human resources, information technology, legal, management, marketing and production. It does not matter whether a client’s employees are located within one office, or an unlimited number of international offices, we can still bring them together to learn and implement specific business processes collectively. Our approach to global localization enables us to provide clients with a truly international service with that all important personal touch. Appleton Greene corporate training programs can be provided virtually or locally and they are all unique in that they individually focus upon a specific business function. They are implemented over a sustainable period of time and professional support is consistently provided by qualified learning providers and specialist consultants.
Support available
You will have a designated Certified Learning Provider (CLP) and an Accredited Consultant and we encourage you to communicate with them as much as possible. In all cases tutorial support is provided online because we can then keep a record of all communications to ensure that tutorial support remains consistent. You would also be forwarding your work to the tutorial support unit for evaluation and assessment. You will receive individual feedback on all of the work that you undertake on a one-to-one basis, together with specific recommendations for anything that may need to be changed in order to achieve a pass with merit or a pass with distinction and you then have as many opportunities as you may need to re-submit project studies until they meet with the required standard. Consequently the only reason that you should really fail (CLP) is if you do not do the work. It makes no difference to us whether a student takes 12 months or 18 months to complete the program, what matters is that in all cases the same quality standard will have been achieved.
Support Process
Please forward all of your future emails to the designated (CLP) Tutorial Support Unit email address that has been provided and please do not duplicate or copy your emails to other AGC email accounts as this will just cause unnecessary administration. Please note that emails are always answered as quickly as possible but you will need to allow a period of up to 20 business days for responses to general tutorial support emails during busy periods, because emails are answered strictly within the order in which they are received. You will also need to allow a period of up to 30 business days for the evaluation and assessment of project studies. This does not include weekends or public holidays. Please therefore kindly allow for this within your time planning. All communications are managed online via email because it enables tutorial service support managers to review other communications which have been received before responding and it ensures that there is a copy of all communications retained on file for future reference. All communications will be stored within your personal (CLP) study file here at Appleton Greene throughout your designated study period. If you need any assistance or clarification at any time, please do not hesitate to contact us by forwarding an email and remember that we are here to help. If you have any questions, please list and number your questions succinctly and you can then be sure of receiving specific answers to each and every query.
Time Management
It takes approximately 1 Year to complete the Women Empowerment corporate training program, incorporating 12 x 6-hour monthly workshops. Each student will also need to contribute approximately 4 hours per week over 1 Year of their personal time. Students can study from home or work at their own pace and are responsible for managing their own study plan. There are no formal examinations and students are evaluated and assessed based upon their project study submissions, together with the quality of their internal analysis and supporting documents. They can contribute more time towards study when they have the time to do so and can contribute less time when they are busy. All students tend to be in full time employment while studying and the Women Empowerment program is purposely designed to accommodate this, so there is plenty of flexibility in terms of time management. It makes no difference to us at Appleton Greene, whether individuals take 12-18 months to complete this program. What matters is that in all cases the same standard of quality will have been achieved with the standard and bespoke programs that have been developed.
Distance Learning Guide
The distance learning guide should be your first port of call when starting your training program. It will help you when you are planning how and when to study, how to create the right environment and how to establish the right frame of mind. If you can lay the foundations properly during the planning stage, then it will contribute to your enjoyment and productivity while training later. The guide helps to change your lifestyle in order to accommodate time for study and to cultivate good study habits. It helps you to chart your progress so that you can measure your performance and achieve your goals. It explains the tools that you will need for study and how to make them work. It also explains how to translate academic theory into practical reality. Spend some time now working through your distance learning guide and make sure that you have firm foundations in place so that you can make the most of your distance learning program. There is no requirement for you to attend training workshops or classes at Appleton Greene offices. The entire program is undertaken online, program course manuals and project studies are administered via the Appleton Greene web site and via email, so you are able to study at your own pace and in the comfort of your own home or office as long as you have a computer and access to the internet.
How To Study
The how to study guide provides students with a clear understanding of the Appleton Greene facilitation via distance learning training methods and enables students to obtain a clear overview of the training program content. It enables students to understand the step-by-step training methods used by Appleton Greene and how course manuals are integrated with project studies. It explains the research and development that is required and the need to provide evidence and references to support your statements. It also enables students to understand precisely what will be required of them in order to achieve a pass with merit and a pass with distinction for individual project studies and provides useful guidance on how to be innovative and creative when developing your Unique Program Proposition (UPP).
Tutorial Support
Tutorial support for the Appleton Greene Women Empowerment corporate training program is provided online either through the Appleton Greene Client Support Portal (CSP), or via email. All tutorial support requests are facilitated by a designated Program Administration Manager (PAM). They are responsible for deciding which professor or tutor is the most appropriate option relating to the support required and then the tutorial support request is forwarded onto them. Once the professor or tutor has completed the tutorial support request and answered any questions that have been asked, this communication is then returned to the student via email by the designated Program Administration Manager (PAM). This enables all tutorial support, between students, professors and tutors, to be facilitated by the designated Program Administration Manager (PAM) efficiently and securely through the email account. You will therefore need to allow a period of up to 20 business days for responses to general support queries and up to 30 business days for the evaluation and assessment of project studies, because all tutorial support requests are answered strictly within the order in which they are received. This does not include weekends or public holidays. Consequently you need to put some thought into the management of your tutorial support procedure in order to ensure that your study plan is feasible and to obtain the maximum possible benefit from tutorial support during your period of study. Please retain copies of your tutorial support emails for future reference. Please ensure that ALL of your tutorial support emails are set out using the format as suggested within your guide to tutorial support. Your tutorial support emails need to be referenced clearly to the specific part of the course manual or project study which you are working on at any given time. You also need to list and number any questions that you would like to ask, up to a maximum of five questions within each tutorial support email. Remember the more specific you can be with your questions the more specific your answers will be too and this will help you to avoid any unnecessary misunderstanding, misinterpretation, or duplication. The guide to tutorial support is intended to help you to understand how and when to use support in order to ensure that you get the most out of your training program. Appleton Greene training programs are designed to enable you to do things for yourself. They provide you with a structure or a framework and we use tutorial support to facilitate students while they practically implement what they learn. In other words, we are enabling students to do things for themselves. The benefits of distance learning via facilitation are considerable and are much more sustainable in the long-term than traditional short-term knowledge sharing programs. Consequently you should learn how and when to use tutorial support so that you can maximize the benefits from your learning experience with Appleton Greene. This guide describes the purpose of each training function and how to use them and how to use tutorial support in relation to each aspect of the training program. It also provides useful tips and guidance with regard to best practice.
Tutorial Support Tips
Students are often unsure about how and when to use tutorial support with Appleton Greene. This Tip List will help you to understand more about how to achieve the most from using tutorial support. Refer to it regularly to ensure that you are continuing to use the service properly. Tutorial support is critical to the success of your training experience, but it is important to understand when and how to use it in order to maximize the benefit that you receive. It is no coincidence that those students who succeed are those that learn how to be positive, proactive and productive when using tutorial support.
Be positive and friendly with your tutorial support emails
Remember that if you forward an email to the tutorial support unit, you are dealing with real people. “Do unto others as you would expect others to do unto you”. If you are positive, complimentary and generally friendly in your emails, you will generate a similar response in return. This will be more enjoyable, productive and rewarding for you in the long-term.
Think about the impression that you want to create
Every time that you communicate, you create an impression, which can be either positive or negative, so put some thought into the impression that you want to create. Remember that copies of all tutorial support emails are stored electronically and tutors will always refer to prior correspondence before responding to any current emails. Over a period of time, a general opinion will be arrived at in relation to your character, attitude and ability. Try to manage your own frustrations, mood swings and temperament professionally, without involving the tutorial support team. Demonstrating frustration or a lack of patience is a weakness and will be interpreted as such. The good thing about communicating in writing, is that you will have the time to consider your content carefully, you can review it and proof-read it before sending your email to Appleton Greene and this should help you to communicate more professionally, consistently and to avoid any unnecessary knee-jerk reactions to individual situations as and when they may arise. Please also remember that the CLP Tutorial Support Unit will not just be responsible for evaluating and assessing the quality of your work, they will also be responsible for providing recommendations to other learning providers and to client contacts within the Appleton Greene global client network, so do be in control of your own emotions and try to create a good impression.
Remember that quality is preferred to quantity
Please remember that when you send an email to the tutorial support team, you are not using Twitter or Text Messaging. Try not to forward an email every time that you have a thought. This will not prove to be productive either for you or for the tutorial support team. Take time to prepare your communications properly, as if you were writing a professional letter to a business colleague and make a list of queries that you are likely to have and then incorporate them within one email, say once every month, so that the tutorial support team can understand more about context, application and your methodology for study. Get yourself into a consistent routine with your tutorial support requests and use the tutorial support template provided with ALL of your emails. The (CLP) Tutorial Support Unit will not spoon-feed you with information. They need to be able to evaluate and assess your tutorial support requests carefully and professionally.
Be specific about your questions in order to receive specific answers
Try not to write essays by thinking as you are writing tutorial support emails. The tutorial support unit can be unclear about what in fact you are asking, or what you are looking to achieve. Be specific about asking questions that you want answers to. Number your questions. You will then receive specific answers to each and every question. This is the main purpose of tutorial support via email.
Keep a record of your tutorial support emails
It is important that you keep a record of all tutorial support emails that are forwarded to you. You can then refer to them when necessary and it avoids any unnecessary duplication, misunderstanding, or misinterpretation.
Individual training workshops or telephone support
Please be advised that Appleton Greene does not provide separate or individual tutorial support meetings, workshops, or provide telephone support for individual students. Appleton Greene is an equal opportunities learning and service provider and we are therefore understandably bound to treat all students equally. We cannot therefore broker special financial or study arrangements with individual students regardless of the circumstances. All tutorial support is provided online and this enables Appleton Greene to keep a record of all communications between students, professors and tutors on file for future reference, in accordance with our quality management procedure and your terms and conditions of enrolment. All tutorial support is provided online via email because it enables us to have time to consider support content carefully, it ensures that you receive a considered and detailed response to your queries. You can number questions that you would like to ask, which relate to things that you do not understand or where clarification may be required. You can then be sure of receiving specific answers to each individual query. You will also then have a record of these communications and of all tutorial support, which has been provided to you. This makes tutorial support administration more productive by avoiding any unnecessary duplication, misunderstanding, or misinterpretation.
Tutorial Support Email Format
You should use this tutorial support format if you need to request clarification or assistance while studying with your training program. Please note that ALL of your tutorial support request emails should use the same format. You should therefore set up a standard email template, which you can then use as and when you need to. Emails that are forwarded to Appleton Greene, which do not use the following format, may be rejected and returned to you by the (CLP) Program Administration Manager. A detailed response will then be forwarded to you via email usually within 20 business days of receipt for general support queries and 30 business days for the evaluation and assessment of project studies. This does not include weekends or public holidays. Your tutorial support request, together with the corresponding TSU reply, will then be saved and stored within your electronic TSU file at Appleton Greene for future reference.
Subject line of your email
Please insert: Appleton Greene (CLP) Tutorial Support Request: (Your Full Name) (Date), within the subject line of your email.
Main body of your email
Please insert:
1. Appleton Greene Certified Learning Provider (CLP) Tutorial Support Request
2. Your Full Name
3. Date of TS request
4. Preferred email address
5. Backup email address
6. Course manual page name or number (reference)
7. Project study page name or number (reference)
Subject of enquiry
Please insert a maximum of 50 words (please be succinct)
Briefly outline the subject matter of your inquiry, or what your questions relate to.
Question 1
Maximum of 50 words (please be succinct)
Maximum of 50 words (please be succinct)
Question 3
Maximum of 50 words (please be succinct)
Question 4
Maximum of 50 words (please be succinct)
Question 5
Maximum of 50 words (please be succinct)
Please note that a maximum of 5 questions is permitted with each individual tutorial support request email.
Procedure
* List the questions that you want to ask first, then re-arrange them in order of priority. Make sure that you reference them, where necessary, to the course manuals or project studies.
* Make sure that you are specific about your questions and number them. Try to plan the content within your emails to make sure that it is relevant.
* Make sure that your tutorial support emails are set out correctly, using the Tutorial Support Email Format provided here.
* Save a copy of your email and incorporate the date sent after the subject title. Keep your tutorial support emails within the same file and in date order for easy reference.
* Allow up to 20 business days for a response to general tutorial support emails and up to 30 business days for the evaluation and assessment of project studies, because detailed individual responses will be made in all cases and tutorial support emails are answered strictly within the order in which they are received.
* Emails can and do get lost. So if you have not received a reply within the appropriate time, forward another copy or a reminder to the tutorial support unit to be sure that it has been received but do not forward reminders unless the appropriate time has elapsed.
* When you receive a reply, save it immediately featuring the date of receipt after the subject heading for easy reference. In most cases the tutorial support unit replies to your questions individually, so you will have a record of the questions that you asked as well as the answers offered. With project studies however, separate emails are usually forwarded by the tutorial support unit, so do keep a record of your own original emails as well.
* Remember to be positive and friendly in your emails. You are dealing with real people who will respond to the same things that you respond to.
* Try not to repeat questions that have already been asked in previous emails. If this happens the tutorial support unit will probably just refer you to the appropriate answers that have already been provided within previous emails.
* If you lose your tutorial support email records you can write to Appleton Greene to receive a copy of your tutorial support file, but a separate administration charge may be levied for this service.
How To Study
Your Certified Learning Provider (CLP) and Accredited Consultant can help you to plan a task list for getting started so that you can be clear about your direction and your priorities in relation to your training program. It is also a good way to introduce yourself to the tutorial support team.
Planning your study environment
Your study conditions are of great importance and will have a direct effect on how much you enjoy your training program. Consider how much space you will have, whether it is comfortable and private and whether you are likely to be disturbed. The study tools and facilities at your disposal are also important to the success of your distance-learning experience. Your tutorial support unit can help with useful tips and guidance, regardless of your starting position. It is important to get this right before you start working on your training program.
Planning your program objectives
It is important that you have a clear list of study objectives, in order of priority, before you start working on your training program. Your tutorial support unit can offer assistance here to ensure that your study objectives have been afforded due consideration and priority.
Planning how and when to study
Distance-learners are freed from the necessity of attending regular classes, since they can study in their own way, at their own pace and for their own purposes. This approach is designed to let you study efficiently away from the traditional classroom environment. It is important however, that you plan how and when to study, so that you are making the most of your natural attributes, strengths and opportunities. Your tutorial support unit can offer assistance and useful tips to ensure that you are playing to your strengths.
Planning your study tasks
You should have a clear understanding of the study tasks that you should be undertaking and the priority associated with each task. These tasks should also be integrated with your program objectives. The distance learning guide and the guide to tutorial support for students should help you here, but if you need any clarification or assistance, please contact your tutorial support unit.
Planning your time
You will need to allocate specific times during your calendar when you intend to study if you are to have a realistic chance of completing your program on time. You are responsible for planning and managing your own study time, so it is important that you are successful with this. Your tutorial support unit can help you with this if your time plan is not working.
Keeping in touch
Consistency is the key here. If you communicate too frequently in short bursts, or too infrequently with no pattern, then your management ability with your studies will be questioned, both by you and by your tutorial support unit. It is obvious when a student is in control and when one is not and this will depend how able you are at sticking with your study plan. Inconsistency invariably leads to in-completion.
Charting your progress
Your tutorial support team can help you to chart your own study progress. Refer to your distance learning guide for further details.
Making it work
To succeed, all that you will need to do is apply yourself to undertaking your training program and interpreting it correctly. Success or failure lies in your hands and your hands alone, so be sure that you have a strategy for making it work. Your Certified Learning Provider (CLP) and Accredited Consultant can guide you through the process of program planning, development and implementation.
Reading methods
Interpretation is often unique to the individual but it can be improved and even quantified by implementing consistent interpretation methods. Interpretation can be affected by outside interference such as family members, TV, or the Internet, or simply by other thoughts which are demanding priority in our minds. One thing that can improve our productivity is using recognized reading methods. This helps us to focus and to be more structured when reading information for reasons of importance, rather than relaxation.
Speed reading
When reading through course manuals for the first time, subconsciously set your reading speed to be just fast enough that you cannot dwell on individual words or tables. With practice, you should be able to read an A4 sheet of paper in one minute. You will not achieve much in the way of a detailed understanding, but your brain will retain a useful overview. This overview will be important later on and will enable you to keep individual issues in perspective with a more generic picture because speed reading appeals to the memory part of the brain. Do not worry about what you do or do not remember at this stage.
Content reading
Once you have speed read everything, you can then start work in earnest. You now need to read a particular section of your course manual thoroughly, by making detailed notes while you read. This process is called Content Reading and it will help to consolidate your understanding and interpretation of the information that has been provided.
Making structured notes on the course manuals
When you are content reading, you should be making detailed notes, which are both structured and informative. Make these notes in a MS Word document on your computer, because you can then amend and update these as and when you deem it to be necessary. List your notes under three headings: 1. Interpretation – 2. Questions – 3. Tasks. The purpose of the 1st section is to clarify your interpretation by writing it down. The purpose of the 2nd section is to list any questions that the issue raises for you. The purpose of the 3rd section is to list any tasks that you should undertake as a result. Anyone who has graduated with a business-related degree should already be familiar with this process.
Organizing structured notes separately
You should then transfer your notes to a separate study notebook, preferably one that enables easy referencing, such as a MS Word Document, a MS Excel Spreadsheet, a MS Access Database, or a personal organizer on your cell phone. Transferring your notes allows you to have the opportunity of cross-checking and verifying them, which assists considerably with understanding and interpretation. You will also find that the better you are at doing this, the more chance you will have of ensuring that you achieve your study objectives.
Question your understanding
Do challenge your understanding. Explain things to yourself in your own words by writing things down.
Clarifying your understanding
If you are at all unsure, forward an email to your tutorial support unit and they will help to clarify your understanding.
Question your interpretation
Do challenge your interpretation. Qualify your interpretation by writing it down.
Clarifying your interpretation
If you are at all unsure, forward an email to your tutorial support unit and they will help to clarify your interpretation.
Qualification Requirements
The student will need to successfully complete the project study and all of the exercises relating to the Women Empowerment corporate training program, achieving a pass with merit or distinction in each case, in order to qualify as an Accredited Women Empowerment Specialist (APTS). All monthly workshops need to be tried and tested within your company. These project studies can be completed in your own time and at your own pace and in the comfort of your own home or office. There are no formal examinations, assessment is based upon the successful completion of the project studies. They are called project studies because, unlike case studies, these projects are not theoretical, they incorporate real program processes that need to be properly researched and developed. The project studies assist us in measuring your understanding and interpretation of the training program and enable us to assess qualification merits. All of the project studies are based entirely upon the content within the training program and they enable you to integrate what you have learnt into your corporate training practice.
Women Empowerment – Grading Contribution
Project Study – Grading Contribution
Customer Service – 10%
E-business – 05%
Finance – 10%
Globalization – 10%
Human Resources – 10%
Information Technology – 10%
Legal – 05%
Management – 10%
Marketing – 10%
Production – 10%
Education – 05%
Logistics – 05%
TOTAL GRADING – 100%
Qualification grades
A mark of 90% = Pass with Distinction.
A mark of 75% = Pass with Merit.
A mark of less than 75% = Fail.
If you fail to achieve a mark of 75% with a project study, you will receive detailed feedback from the Certified Learning Provider (CLP) and/or Accredited Consultant, together with a list of tasks which you will need to complete, in order to ensure that your project study meets with the minimum quality standard that is required by Appleton Greene. You can then re-submit your project study for further evaluation and assessment. Indeed you can re-submit as many drafts of your project studies as you need to, until such a time as they eventually meet with the required standard by Appleton Greene, so you need not worry about this, it is all part of the learning process.
When marking project studies, Appleton Greene is looking for sufficient evidence of the following:
Pass with merit
A satisfactory level of program understanding
A satisfactory level of program interpretation
A satisfactory level of project study content presentation
A satisfactory level of Unique Program Proposition (UPP) quality
A satisfactory level of the practical integration of academic theory
Pass with distinction
An exceptional level of program understanding
An exceptional level of program interpretation
An exceptional level of project study content presentation
An exceptional level of Unique Program Proposition (UPP) quality
An exceptional level of the practical integration of academic theory
Preliminary Analysis
Opportunity for Change
As women continue to advance their careers and take on more leadership roles, they must be able to communicate effectively so they can share their ideas, effectively lead, influence, and inspire their team.
The Women Empowerment Leadership Program is a method of accelerating women’s professional development at work. Women have made significant strides in the workplace, but there is no doubt that they continue to face challenges in climbing the corporate ladder. This program provides the necessary support and tools to ensure that these women have everything they need to succeed. This will in turn benefit the overall growth and profitability of the company.
Workshop 7- Advanced Communication – is part of the fourth step in the Women Empowerment Transformation Process – Advanced Communication and Presentation Skills. In this workshop, you will gain clarity on your role in the company, align with your company’s mission, identify your personal communication style, as well as your team members, and create a supportive environment that welcomes employees honestly, ideas, thoughts and feedback allowing the employees to communicate effectively, use their skills and shine! This is exactly what you will accomplish in this powerful workshop. As a result, you will experience increased performance, more fulfilled employees, increased teamwork, increased levels of customer service, increased leadership effectiveness and increased inter-intra departmental communication.
Preparing for the Workshop
Participants are encouraged to continue to show up with an open mind and be ready for a transformation from the inside out. Once again, there will be a lot of mindset work that involves being open to change. You will also need to be ready to learn new skills and start adopting them into your current role in the company.
Be sure to assess your organizations current stance on communication channels within your company this will be helpful before you start making significant changes to its structure.
Take a look at your current processes and infrastructure.
Participants should also ensure that they are familiar with the major people-related processes of the company. All participants should be familiar with the processes of performance management, recruitment, talent assessment, and talent development. The workshop’s goal is not to change these processes, but rather to supplement them with the 5 Step Women’s Empowerment Business Transformation Process (Mindset Shift, Leadership Development, Personal Presence, Advanced Communications Skills and Creating and Implementing an Action Plan) to improve their effectiveness. Participants compile a list of their most recent successes and failures in each of these processes. The list will be useful later on when discussing how to integrate the process into the existing model.
It may be advantageous to the participants if these processes are also examined from the perspective of the employees. One or two of the participants should meet with a few key employees to discuss the success of the processes. The effectiveness of these processes, rather than the method itself, should be the focal point of these discussions. When discussing the efficacy of the process, it is critical to consider the outcomes from the perspective of the people it is supposed to help. Ineffective processes, regardless of their efficiency, fail to meet the expectations of the customer. The Women’s Empowerment Business Transformation Process will be able to fill in the gaps discovered by identifying flaws in these procedures.
The seventh workshop in our Women Empowerment Program – Advanced Communication will assist in increased performance, more fulfilled employees, increased teamwork, increased levels of customer service, increased leadership effectiveness and increased inter-intra departmental communication.
How this will be achieved, is by implementation of the following strategies:
1. Build a communication system that works for your organization.
2. Learn strategies to turn conflict to creativity.
3. Identify 4 types of communication and how to use them.
4. Tips for maximizing communication efficiency.
5. Learn the 8 steps in the communication process and the 5-step rule.
6. Discover the 8 most common communication models in business communication.
7. Identify the 4 key language skills and how to use them.
8. Gain access to the 5 components to oral communication and 9 critical components to effective written communication.
9. Learn top interview skills.
10. Discover best practices for executive and leader communication.
11. 5 Steps to improve departmental communication.
12. How to implement a social collaboration solution to improve internal communication.
Course Manuals 1-12
Course Manual 1: Communication Meaning
You will be successful in many areas of life if you can master the art of effectively delivering and receiving messages. A person with effective communication skills can convey their message without misunderstanding, lowering the likelihood of errors and conflict. Effective communication increases your chances of getting exactly what you need.
But what exactly constitutes effective communication? The keys to effective communication are in the hands of both parties. The expresser must deliver messages clearly, and the receiver must pay close attention. When the correct purpose of the message is sent and understood, effective communication occurs. Active listening is required of both speakers and listeners.
What exactly is communication? Communication is the sending and receiving of information, which can take place one-on-one or in groups, and can take place face-to-face or through communication devices. Communication necessitates the transfer of thoughts or the encoding of a message by the sender, the person who initiates communication. This message is delivered to the receiver, a person who receives the message, and the receiver must then decode or interpret the message. This appears to be simple, but it is not.
Language is made up of symbols and signs that are unique to the culture that speaks and writes in that language. Effective communication necessitates the use of a common language and an understanding of basic concepts. It’s also important to remember that a receiver’s interpretation of what the sender sends out may differ from what the sender intended, which is less likely if the two share the same culture and language.
History of Communication
The evolution of communication technologies (media and appropriate inscription tools) has paralleled shifts in political and economic systems, and thus power systems. Communication can range from very subtle exchanges to full-fledged conversations and mass communication. The history of communication can be traced back to the origins of speech around 100,000 years ago. The use of technology in communication can be traced back to the first use of symbols around 30,000 years ago. Cave paintings, petroglyphs, pictograms, and ideograms are among the symbols used. Writing, as well as printing technology and, more recently, telecommunications and the Internet, were significant innovations.
Primitive
Human communication began around 100,000 BC with the invention of speech. Symbols appeared around 30,000 years ago. Speech impurity facilitated the spread of ideas and eventually led to the development of new forms of communication, increasing both the range at which people could communicate and the longevity of the information. All of these inventions were founded on the fundamental concept of the symbol. The earliest known symbols for communication were cave paintings, a type of rock art dating back to the Upper Paleolithic period.
Petroglyphs
The next step in the evolution of communication was the creation of petroglyphs, which were carvings into the surface of a rock. It took approximately 20,000 years for Homo sapiens to progress from the first cave paintings to the first petroglyphs, which date to the Neolithic and late Upper Paleolithic boundaries, approximately 10,000 to 12,000 years ago.
It is possible that Homo sapiens (humans) of that time used other forms of communication, often for mnemonic purposes – specially arranged stones, symbols carved in wood or earth, quipu-like rocks, tattoos – but little has survived to modern times, and we can only speculate about their existence based on our observation of still existing ‘hunter-gatherer’ cultures such as those of Africa or Asia.
Pictograms
A pictogram (pictograph) is an illustration of a concept, object, activity, place, or event. Pictography is a type of proto writing in which ideas are communicated through drawing. Pictographs were the next step in the evolution of communication: the main difference between petroglyphs and pictograms is that petroglyphs simply show an event, whereas pictograms tell a story about the event, so they can be ordered chronologically, for example.
Pictograms have been used by various ancient cultures all over the world since around 9000 BC, when tokens marked with simple pictures were first used to label basic farm produce and became increasingly popular around 6000–5000 BC.
They served as the foundation for cuneiform and hieroglyphic writing systems, and they began to evolve into logographic writing systems around the same time.
Ideogram
Pictograms evolved into ideograms, which are graphical symbols that represent an idea. Their forefathers, the pictograms, could only represent things that looked like them: a circle could represent a sun, but not concepts like ‘heat,’ ‘light,’ ‘day,’ or ‘Great God of the Sun.’ Ideograms, on the other hand, can convey more abstract concepts.
Because some ideas are universal, many different cultures developed ideograms that are similar. In Native American ideograms in California, for example, an eye with a tear represents ‘sadness,’ as it did for the Aztecs, early Chinese, and Egyptians.
Writing (Early Scripts)
The earliest forms of writing were primarily logographic, with pictographic and ideographic elements. Most writing systems can be broadly classified into three types: logographic, syllabic, and alphabetic (or segmental); however, all three can be found in varying proportions in any given writing system, making it difficult to classify a system uniquely.
The first writing systems were developed roughly contemporaneously with the beginning of the Bronze Age in the late Neolithic of the late 5th millennium BC. The first writing system is thought to have been invented in prehistoric Sumer and evolved into cuneiform by the late 4th millennium BC. Egyptian hieroglyphs, as well as the untranslated Proto-Elamite writing system and Indus Valley script, date from this time period.
Alphabet
The first pure alphabets (properly, “abjads,” mapping single symbols to single phonemes but not necessarily each phoneme to a symbol) appeared in Ancient Egypt around 2000 BC, but alphabetic principles had already been incorporated into Egyptian hieroglyphs for a millennium before that (see Middle Bronze Age alphabets).
By 2700 BC, Egyptian writing had developed a set of approximately 22 hieroglyphs to represent syllables that begin with a single consonant of their language, plus a vowel (or no vowel) supplied by the native speaker. These glyphs were used to write grammatical inflections, loan words, and foreign names, as well as pronunciation guides for logograms.
Despite their apparent alphabetic nature, the original Egyptian uniliterals were not a system and were never used to encode Egyptian speech on their own. Some believe that in the Middle Bronze Age, around 1700 BC, an apparently “alphabetic” system was developed in central Egypt for or by Semitic workers, but we cannot read these early writings, and their exact nature remains unknown.
Storytelling
The oral tradition of storytelling dates back to various times in history and is one of the earliest forms of human communication. The evolution of oral communication can be classified according to historical periods. The complexity of oral communication has always been reflective of the time period in question. Verbal communication was never limited to one area; rather, it was and continues to be a globally shared communication tradition. [8] Song, poetry, and chants were some of the ways people communicated. People would gather in groups to share stories, myths, and history.
Oral traditions were also used by nomadic people to pass down stories about their people’s history to the next generation.
Nomadic tribes have carried the torch of oral storytelling. The Arabian nomads are one of many nomadic tribes that have used oral storytelling throughout history to tell their histories and the story of their people. Because of the nature of nomadic life, these people were frequently left without architecture or possessions to call their own, and they often left little to no traces of their existence. Poems written by these Arabic nomads are passed down through generations by specialists known as sha’ir. These individuals spread the stories and histories of these nomadic tribes, and often in times of war, these stories would strengthen morale among members of specific tribes.
Oral communication was and continues to be one of the best ways for humans to spread their message, history, and traditions around the world in its natural form.
Tele-Communication
Telecommunication – the transmission of signals over a long distance for the purpose of communication – began thousands of years ago in Africa, America, and parts of Asia with the use of smoke signals and drums. The first fixed semaphore systems appeared in Europe in the 1790s, but it wasn’t until the 1830s that electrical telecommunication systems appeared.
The Importance of Communication
Communication’s significance cannot be overstated. After all, culture, society, and civilization cannot exist without the ability to communicate with one another. Good communication prevents wars and misunderstandings, assists us in meeting our needs, establishes rules and laws that aid in the structuring of society, assists people in finding and keeping jobs, provides information and guidance, and passes down cultural traditions, norms, and values.
Two adages to remember when communicating:
• You can’t not communicate (that is, we are constantly communicating, even subconsciously).
• You can’t take back what you’ve said once it’s been broadcast into the universe (i.e., be careful how and what you communicate)
For all fields of endeavor, communication skills are more important than ever. Whether you’re an engineer or a communication scholar, mastering communication will undoubtedly be critical to your success. Because of their inability to communicate effectively, people with excellent technical skills frequently find themselves at a point in their careers where they are no longer promoted. Professors frequently tell anecdotal stories about students who were extremely successful in landing jobs right out of college but then struggled to advance into management and leadership roles beyond their technical responsibilities. This is because they lacked one fundamental skill that would have allowed them to stand out from the crowd: communication.
Case Study on Communication
According to a University of Texas at Austin study, we speak approximately 16,000 words per day on average. Nonetheless, we continue to misuse these words. In today’s world of cell phones, texting, tweeting, and emails, the need for effective communication has never been greater, because many people have forgotten what verbal communication is, let alone how to do it correctly. While it is critical to be able to communicate effectively through our devices, we must also remember how to speak professionally if we are to survive.
“One of the biggest issues in the last five years is employees e-mailing instead of going to talk with, or at the very least picking up the phone to call, the person they need to communicate with,” says Patti Wood, professional speaker, and trainer. “People don’t know how to make a request face to face, and they avoid difficult or emotional conversations.”
“I will have college audience members say, ‘how do I start [and end] a phone call?’” Wood says. “They don’t know the dynamics of that. It’s that turn taking and initiating conversation, [which] is a skill set that you learn over time.”
These issues are being recognized by the business and educational communities. In a Wall Street Journal article, General Mills stated that their 50 or so MBA graduates hired each year excel at data but fall short at communicating their market research.
Schools have heard this complaint and are now increasing, sometimes even doubling, their communication coursework, as the University of Pennsylvania has done.
Aside from the workplace and personal relationships, here are some additional reasons why communication is essential:
Understanding
Making sure you express your wants, needs, and intentions clearly can help you a lot in life. It can be the deciding factor in salary negotiations or the trajectory of a friendship or relationship. Conflicts, arguments, and disagreements are frequently caused by a failure to communicate clearly. One reason communication is important is to avoid these misunderstandings.
Relationship Strengthening
If you’ve ever watched The Bachelorette, you’ll notice that the guys who get the most far are the ones who get to spend the most time talking with the woman. This is due to the fact that establishing a rapport with someone requires both talking and listening. Your relationship can be strengthened by getting to know each other and discovering similarities. This is true for anything in life: friendships, clients and more.
Stress Reduction
When you’re feeling overwhelmed, talking about your problems with friends can help you get things off your chest. This discussion will also assist you in seeing your problems from new angles.
Increasing Self-Belief
People are more likely to listen to you if you communicate clearly. You will not only sound smarter, but you will also be able to communicate more effectively. And when others appreciate what you have to say, your self-esteem naturally rises.
Happiness
You should be happier all around if you have better upward mobility in the workplace, stronger relationships, less stress, and more self-esteem.
Effective communication is a powerful tool and honing your skills will lead to a significantly more fulfilling life, both personally and professionally. Set yourself on the path to greater happiness and prosperity by pledging to improve your communication skills on a daily basis. You’ll be glad you did.
What is effective communication?
Many people are curious about what constitutes effective communication. There are several components to the answer. Effective communication means that your ideas and concepts are being heard and acted upon. It also implies that you can listen to, comprehend, and act on what others say. This is the definition of effective communication and how a department, team, or company achieves success by understanding and carrying out what needs to be done!
The difficult part about effective business communication is that people frequently do not realize they are not conversing clearly. Most people will tell you that they have excellent communication skills if you ask them. Misunderstandings, however, are common. As a result, you must identify and eliminate potential bad habits that will allow you to connect with others and convey your meaning more effectively.
What Is Today’s Definition of Effective Communication?
Because there are so many more ways to connect today, good communication is more difficult than in the past. You’d think that making your point would be easier, but that’s not the case. The options for texting, email, instant messaging, Slack, Teams, and cellular phones are numerous. Keeping track of and responding to so many sources complicates the process. Furthermore, the habit of multitasking has completely derailed good listening skills because people pay far less attention when attempting to do more than one thing.
With so many more ways to communicate, it is critical to choose your words carefully because they can be easily misinterpreted. If you’re unclear about a message, be sure to ask for clarification to avoid any confusion. Stay engaged and make sure to listen to understand.
Improved communication results in a variety of positive outcomes, including increased efficiency, more completed projects, and improved relationships. Effective communication is essential for collaborative work so that you can work through any difficulties as a team and emerge stronger. Workflow runs smoothly when everyone understands their own tasks and responsibilities. Furthermore, when employees feel safe speaking up and voicing their opinions, relationships improve, work ethic improves, and productivity rises.
Effective nonverbal communication skills are just as important as effective verbal communication skills. Active listening improves work culture, strengthens relationships, and increases employee effectiveness. Good listening skills ensure that departments work well both internally and with other departments. This is critical for ensuring that people feel heard and recognized.
Exercise 7:1: Pictionary
Course Manual 2: Business Communication
We rarely think about how we communicate with others because it is such a natural part of who we are. This also applies to business communication. After all, organizations aren’t faceless entities, but rather groups of real people.
Effective communication has an impact on processes, efficiency, and every level of a business.
Organizations with connected employees experience a 25% increase in productivity.
How would a 25% increase in productivity affect your company’s success?
• Will your revenue increase?
• Improved customer service, and thus happier customers?
• Increased profits?
• All of the foregoing (and more)?
In this course, you will learn how to set up an effective business communication process within your organization.
What exactly is Business Communication? The Explanation
Business communication is the exchange of information between people both inside and outside of a company.
Employees and management interact to achieve organizational goals through effective business communication which are in alignment with the company’s mission. Its goal is to improve organizational practices and cut down on errors.
The significance of business communication can also be found in:
• Presenting alternatives/new business concepts
• Making plans and making proposals (business writing)
• Putting decisions into action
• Making decisions
• Order dispatch and fulfillment
• Selling success
• Meetings that work
The process of business communication underpins all organized activity in a company. This could range from managerial communication to vendor technical communication.
When communication breaks down, the company’s core systems are at risk of failing. According to data, 60% of internal communications professionals do not measure internal communications. Possible reasons include not knowing where to begin, what steps to take next, or how to calculate ROI.
***Consider this: Strong business communications in a company will almost certainly result in higher employee engagement.
Over a 12-month period, companies with an engaged workforce see a 19.2 percent increase in operating income. Those with low levels of engagement earn 32.7 percent less.
How much more successful would you be if your employees were more engaged?
And how can you ensure a business communication process that will allow it?
Types of Business Communication
Let us first distinguish the various types of communication that occur in a typical organization.
The first is internal business communication.
Internal business communication can take the following forms:
• Any communication from a subordinate to a manager is considered upward communication. Or from someone higher up in the organizational hierarchy.
• Anything that comes from a superior to a subordinate is considered downward communication or managerial communication.
• Lateral/technical communication: internal or cross-departmental communication among coworkers.
Then, there’s external business communication.
Any messaging that leaves your office and internal staff is considered external business communication. It entails dealing with customers, vendors, or anything else that has an impact on your brand.
All communication on this spectrum can be classified into four types of business communication.
Business Communication Techniques
When it comes to business communication, it is either verbal or written.
Furthermore, communication occurs in person/face-to-face or remotely.
Neither of these is better or worse for your company on their own; it all depends on the circumstances.
Written communication is excellent for keeping a paper trail of decisions and actions taken, as well as for developing strategies and plans. Verbal interactions allow for the instant generation of ideas and a more open flow of thoughts.
Some businesses have a single location. Some have offices in different time zones. Others are completely remote and lack a physical location (Buffer and Zapier are great examples of location-independent companies). These are the 5 business communication methods that apply to some, or all of the scenarios listed above:
1) Internet-based communication
This includes common communication channels such as emails and instant messaging apps (such as Slack, Hangouts, or even Nextiva Chat).
The advantages of emails and messages include the ability to lead private conversations in a busy office environment, as well as share a message with a large group of people—from a few to hundreds—at the same time.
2) Conference calls
Phones removed the geographical barrier to holding productive, fast-paced meetings. It allows for more effective idea exchange due to nonverbal communication (tone of voice) as opposed to written communication. Cloud phone systems can improve team collaboration and onboarding.
3) Use of video conferencing
Excellent video conferencing systems allow people in remote locations to hold meetings that are as close to in-person meetings as possible. They take phone meetings to the next level.
4) In-person meetings
In-person meetings can help a company move ideas forward quickly. According to research, in-person meetings generate more ideas than virtual meetings.
However, for effective meetings, a solid meeting agenda is required. 46 percent of employees rarely or never know what they should do next after a meeting.
5) Official documents and reports
A well-oiled business communication system includes the documentation of activities that affect other people and departments.
The ability to refer to a written document at any time reduces the possibility of confusion or disagreement and adds clarity to communication.
6) Publications
Meetings with larger groups are frequently conducted through presentations supported by reports and PowerPoint slide decks.
These are excellent for sharing new ideas in a way that allows for questions and clarifications.
7) Discussion boards and FAQs
An internal area where employees can refer to frequently asked questions on various departmental topics and ask new ones to make them more productive and up to date on a subject.
8) Questionnaires/surveys
Internal and customer surveys are both excellent ways to collect feedback and ratings on important topics. Surveys promote a healthy cycle of feedback-supported improvements and open a channel of communication between all levels of an organization.
9) Customer service activities
This can include any type of customer service activity. Live chat support, customer relationship management (CRM) systems, the customer onboarding process, customer reviews, and other services are examples.
What Business Communication Methods Does Your Company Require?
The answer is largely determined by the size and preferences of your company. There is no one-size-fits-all answer. One thing is certain: you will set yourself up for success if you only use business communication methods that you require and will use.
As an example:
You want a forum board, so you and your team spend weeks researching and setting it up.
After a while, you realize that no one is using it because their team or documents provide them with answers faster. Unnecessary solutions have cost you both time and money.
Or you invest in a high-quality video conferencing system when all you really need is a dependable business phone system to run your remote meetings.
Web-based communication will be used by all businesses. All of the other methods, on the other hand, will be determined by the unique circumstances of each company. Take the time to consider the importance of each for your specific situation.
Problems That Can Be Solved Through Effective Business Communication
For teams, employees, managers, and executives to perform their jobs and fulfill their responsibilities, clear and effective business communication is essential.
Without the proper processes and tools in place, the flow of information is disrupted, leaving people in the dark. This can have serious ramifications for the company, ranging from dissatisfied employees and customers to lost profits.
The obvious overarching goal of a business communication process is the transparent flow of information. But what are some of the deeper issues that effective business communication solves?
1) Email overload, as well as a lack of daily productivity and clarity
Many people in the workplace are simply overwhelmed by the number of messages they receive in a single day. According to Phil Simon’s book Message Not Received, the average person receives 120 to 150 emails per day.
We frequently misplace or completely overlook important information. Companies can reduce digital distractions and create space for ideas and thinking by implementing a business communication system.
2) Communication silos, both horizontal and vertical
Teams and departments frequently fail to share critical information. When there is an issue within a team, there isn’t always an easy way to contact a department manager. These silos form quickly and often go unnoticed, but they are easily remedied with a communication plan in place.
3) Ineffective communication with remote employees
Working from home is here to stay. According to Buffer’s State of Remote Work report, the vast majority of employees would like to work remotely at least some of the time.
They rank collaboration and communication as the top three challenges of working remotely, demonstrating the importance of having the right communication systems in place.
4) Inadequate customer service
When an organization’s communication is poor, two things happen in terms of customer service. First, employees in customer-facing roles will lack the necessary information. Second, customers will have a negative experience if they detect low employee morale.
Indeed, one study discovered that improving employee attitudes affects customer satisfaction, which leads to an increase in revenue.
Your Business Communication Process
A strong business communication process is critical for the satisfaction of your employees and customers. This eventually leads to financial stability.
According to one study, 29 percent of employees believe their current internal communications tools are ineffective.
Here are a few of the reasons they gave:
Irrelevant information, exclusion, dishonesty, and a lack of access to critical information are all likely experiences shared by your own workforce.
Case Studies
(Studies from: https://pumble.com/learn/communication/communication-statistics/)
Proper communication within a business brings several benefits to the said business.
Studies, reports, and research show effective team communication positively affects employee productivity, retention, and trust.
Effective communication increases productivity
According to a McKinsey report, well-connected teams see a productivity increase of 20-25%.
This increase affects task work — CMSWire reports that 97% of employees believe communication impacts their task efficacy on a daily basis.
Moreover, a report by Think Talent shows that employees working in organizations with effective communication plans — ones that manage to minimize the silo effect and centralize communication — are 3.5 times more likely to outperform their peers.
Effective communication increases retention
According to the Bit blog, effective team communication, and the steps that lead to it, help businesses retain their top talent.
This employee retention increases 4.5 times, compared to businesses that lack effective communication in the workplace.
Effective communication facilitates trust
As showcased by Lexicon, a high percentage of more than 80% of Americans believe employee communication is crucial for developing trust with employers.
An article in the International Journal of Business and Management titled “Communication, Commitment, and Trust: Exploring the Triad” also connects trust and effective communication: Trust and commitment do not just happen; they are forged and maintained through effective communication.”. This finding was based on previous studies and data from an original survey that included 244 employees.
On the other hand, the lack of open and honest communication that facilitates trust tends to hurt employee morale — at least according to a third of employees who responded to one Accountemps survey.
According to a Salesforce study, 86 percent of executives, employees, and educators blame workplace failures on ineffective communication.
5 Steps for Establishing Your Business Communication Process
We can no longer ignore the impact of teamwork and chemistry on employee productivity, engagement, and advocacy. Here are some steps you can take to ensure a smooth business communication process.
1) Assess your current state of business communication and set objectives.
A business communication plan is required regardless of the stage of your company.
However, you will get the most out of it if you concentrate on the areas that need the most improvement right now and work your way down to all other areas later.
For example, the following could be some of the reasons your communication needs to be revisited:
• Employee dissatisfaction or turnover
• Outputs are lower than expected across the board.
• Rapid expansion results in information loss.
• Due to remote work, there is a lack of information transparency.
You may encounter more than one of these, or you may encounter a completely different scenario. Identify it and base your business communication process goals on it. For example, your objectives could be:
• A specific rate of employee turnover or satisfaction
• Rate of customer satisfaction
• Total number of completed projects
• The number of interactions that occur between departments
…and much more.
2) Identify your organization’s core groups and their relationships with one another.
Examine your organization’s structure and all of the groups involved in its ability to function.
Take note of any organization that relies on information to function. This should include the following:
• Departments are classified horizontally (operations, marketing, design, human resources, sales, customer support, finance, and more)
• Professionals in teams, team leaders, department managers, and executives are classified vertically.
• Customers, suppliers, partners, and others are examples of external groups.
From here, consider the ongoing work they do, and the results expected of them. Plan how they will communicate in order to complete their tasks.
Allow plenty of time for this task, depending on the size of your company. Some of the most important questions to answer are:
• Which teams and individuals must communicate with whom on a daily basis? What about once a week, twice a week, and once a month?
• What kind of communication occurs only when there is an ongoing crisis?
• How do managers and team leaders keep their departments moving forward? What is the procedure for reporting?
• Is there a knowledge library that could reduce the number of unnecessary meetings and conversations.
• Which projects and processes require approval from other employees? How are approvals requested and processed?
At the very least, these responses should provide you with an idea of how many emails, messages, phone calls, meetings, and documents are required for everything to happen within the time frame specified.
3) Specify communication methods
Next, select communication methods that align with your business communication goals as well as interactions between core groups in your organization.
Examine the list of communication methods we discussed earlier and make sure to include any that are unique to your company:
• Communication via the internet
• Telephone conferences
• Conferencing via video
• Meetings in person
• Official documents and reports
• Presentations
• FAQs and message boards
• Surveys
• Customer service activities
Which of these are required for your organization to achieve its objectives? What is optional and may face adoption resistance? Which ones put too many tools at risk and should be simplified?
Be honest with yourself about your specific requirements.
A five-person startup, for example, where everyone works in the same office, will most likely concentrate on:
• Communication via the internet
• Meetings in person
• Customer service
A fully remote 50-person company will devote more resources to:
• Conferencing via phone and video
• Document organization in order to meticulously track their processes.
A large global enterprise will almost certainly use all of the listed communication methods and will have dedicated teams for many of them.
4) Select the appropriate tools
There is no manual that specifies which tools are absolutely necessary for each task.
Gmail vs. Outlook Dropbox vs. Google Drive Nextiva Chat vs. Slack.
The battles continue, but your choice is entirely up to you and your workforce.
While we can’t just hand you a list of software tools and leave you to it, we can give you some pointers on how to choose the right tools:
• Use cloud storage to keep important documents and data safe. Enable automatic sync and backup to avoid human error and forgetting to save data manually.
• Use a single platform for email and calendar management.
• For chat messaging, use a single tool. If some people use Slack and others use Hangouts in their Gmail, it will cause friction and slow down communication.
• If many of your meetings are held remotely, invest in an easy-to-use, dependable VoIP phone system.
• Create brand and editorial guidelines that specify the tone of voice and how to use brand elements. This way, all communication, both internal and external, is unified.
5) Document the process
Finally, document everything you do throughout this setup and make it available to the entire organization.
This way, each employee can refer to a carefully crafted communication plan to determine the best course of action for the situation at hand.
The document will also assist newly hired employees in quickly grasping all of the tools and best communication practices.
Create a recurring calendar reminder for yourself and your team to go over the document once a quarter. This way, you can ensure that the plan is still serving its intended purpose and, if necessary, update it.
Communication is the foundation of your company’s success.
Poor communication exposes an organization to far too many risks to count.
Great communication, on the other hand, opens the door to exceptional employee and customer engagement. It results in greater clarity, more significant outputs, and increased revenue and profit.
What Is a VoIP Phone and How Does It Work?
Whether you already have a business communication system in place or are just getting started, remember to:
• Set and revisit your company’s communication goals based on the current state of communication in your organization.
• Identify everyone involved in the processes that allow your company to function on a daily basis. Analyze their communication needs and identify methods that allow information to flow.
• Look for the best tools and platforms to enable the methods you’ve identified.
• Share this configuration with the entire organization in a transparent manner.
As a result, you’ll see happy, productive people who are eager to work on projects and produce meaningful results for the benefit of all parties involved.
“An organization with excellent internal communication will run smoothly, allowing its members to progress toward a mutual goal, which will ultimately affect the quality of external communication.” ― Scribendi
Exercise 7:2: Pass the Hoop
• Hula Hoop
• Large space to gather
Course Manual 3: Conflict to Creativity
Many people will tell you that conflict is code-red for any organization in any industry, stalling projects and creating an uncomfortable environment for employees.
However, conflict is an unavoidable part of life. When cultures collide, opinions diverge, and priorities clash, tensions inevitably rise. Part of our success as humans can be attributed to our ability to effectively manage bad conflict and then transform it into creative conflict through great communication tactics. Correct, creative conflict.
According to research (see study below), dealing with conflict in a healthy and constructive way can result in better workplace outcomes and idea generation. You can actually drive more creativity, productivity, and efficiency for your company by tapping into the potential goldmine that is workplace conflict — but only if you do it correctly.
Case Study – Conflict and Creativity in Interdisciplinary Teams
Corresponding Author: Kevyn Yong, Department of Management and Human Resources, HEC Paris
Abstract: We examine the effects of conflict and conflict asymmetry on creativity in interdisciplinary teams. Testing our hypotheses on teams working on graduate-level nanobiotechnology projects, we found task conflict to have a positive relationship with creativity whereas relationship conflict had a negative relationship with creativity. Our results also revealed that relationship conflict asymmetry had a positive effect on creativity. Examining the two components of creativity separately, we found that relationship conflict asymmetry explained variance in the novelty component, whereas task conflict, team size, and functional diversity explained variance in the usefulness component.
Research advocates that interdisciplinary teams, comprised of specialists from different functional areas, possess the potential for creativity (Keller, 2000; Lovelace, Shapiro, & Weingart, 2001). Interdisciplinary team members can generate and exchange diverse ideas to develop solutions that are novel and useful, two components necessary for creativity (Amabile, 1996; Oldham & Cummings, 1996). This exchange of diverse ideas is purported to lead to creativity when team members engage in productive task conflict (De Dreu, 2006; Neale, Mannix, & Chen, 2006). Moreover, because relationship conflict has been shown to accompany task conflict (De Dreu & Weingart, 2003; Simons & Peterson, 2000), interdisciplinary teams that can enhance task conflict while keeping relationship conflict in check will be most creative. The link between any sort of conflict and actual creative outcomes, how-ever, has been difficult to clarify. To disentangle conflict types, researchers have been careful to link only certain conflict types to certain types of performance, such as quality of production or negotiated outcomes (e.g., De Dreu & Weingart, 2003). Here, we explore an alternative approach to addressing the conflict–creativity debate. We consider how conflict asymmetry as a property of the team might explain creativity in interdisciplinary teams. Rather than a focus on what is shared or similar within teams (e.g., Klimonski & Mohammed, 1994), a focus on what is dissimilar or inconsistent among team members has emerged in recent years (e.g., Cronin & Weingart, 2007). One of the most promising ideas in this approach is that members’ perceptions of conflict are asymmetric, and this asymmetry may explain important team processes and outcomes (Cronin, Bezrukova, Weingart, & Tinsley, 2011; Jehn, Rispens, & Thatcher, 2010). Conflict asymmetry refers to the degree to which team members differ in their perceptions of how much conflict there is in the team (Jehn et al., 2010). For example, although some members perceive a high level of task conflict within the team, others may perceive a low level; this dispersion of conflict perception is the team’s task conflict asymmetry. Previous work has drawn on shared mental models and collective cognition to understand and explain the effects of conflict asymmetry (e.g., Cronin et al., 2011). For instance, research on shared mental models has shown that consistency increases team performance (e.g., Marks, Sabella, Burke, & Zaccaro, 2002). To achieve superior performance, team members must share a common understanding of the information and goals of the team (Hinsz, Tindale, & Vollrath, 1997). However, it is not clear whether the same results will be found in interdisciplinary teams that may be more likely to experience conflict asymmetries due to their functionally diverse nature and whether these asymmetries are beneficial for interdisciplinary teams striving for creativity. To address this research question, we studied interdisciplinary teams work on graduate-level projects to design nanobiotechnology devices. We used online surveys to collect data on team conflict at different points during the semester and gathered expert ratings of creativity at the end of the project. In at CORNELL UNIV on March 6, 2016sgr.sagepub.com Downloaded from 268 Small Group Research 45(3) so doing, we contribute to the study of conflict and creativity by showing that both conflict and conflict asymmetry explain variance in creativity and have different effects on the novelty and usefulness components of creativity.
Creativity in Interdisciplinary Teams Creativity involves combining diverse perspectives to generate novel and useful solutions (Amabile, 1996; Sutton & Hargadon, 1996). Organizations often rely on interdisciplinary teams to work on projects that require creativity because such teams are equipped with a diverse pool of knowledge, skills, and expertise (Keller, 2000; Lovelace et al., 2001). Researchers in this area typically study interdisciplinary teams under the rubric of functional diversity (Bunderson, 2003), a phenomenon that has been studied in both the laboratory and the field. For instance, early research conducted on ad hoc laboratory teams demonstrated that expertise diversity improved problem solving (Hoffman & Maier, 1961).
Other research shows that team members with specific information (Gruenfeld, Mannix, Williams, & Neale, 1996) provide alternative perspectives that lead to novel solutions (Nemeth, 1986). Because interdisciplinary teams comprise members with more heterogeneous sets of skills, information, experiences, and social networks, they enjoy an enhanced capacity for creativity (Sutton & Hargadon, 1996; Taylor & Greve, 2006). Conflict and Creativity Functional diversity, however, also sets the stage for potential conflict (Pelled, 1996). As teams form and develop, members seek information about each other and demonstrate their own expertise and task competencies as they work to perform as a team (Gersick, 1988; Tuckman, 1965). In interdisciplinary teams, pride in one’s specialty can lead to protecting intellectual turf and the use of jargon can cause communication barriers between team members to the further detriment of team integration (McGuire, 1999). Moreover, social categorization can also lead to an us-versus-them mentality in which the forma-tion of subgroups can lead to exclusion and distrust (Mackie, Gastardo-Conaco, & Skelly, 1992). Thus, interdisciplinary teams must work through the conflict associated with functional diversity to realize their creative potential. Interdisciplinary teams focused on creativity must experience at least some degree of conflict to function successfully (Cronin & Weingart, 2007). Conflict emerges from different opinions and ideas that team members must share and combine to generate and select ideas as part of their creative process (Nijstad, Rietzschel, & Stroebe, 2006). Thus, conflict enables greater at CORNELL UNIV on March 6, 2016sgr.sagepub.com Downloaded from Yong et al. 269 consideration of the diverse perspectives presented by each team member. However, the type of conflict team members experience and the way they manage it are critical to their success. Specifically, team members must be able to distinguish between conflict that is task-focused and relationship-focused (Jehn, 1995).
Task (or cognitive) conflict is driven by differences in opinions or perceptions of the task being performed by the team. Moderate levels of task conflict have been shown to benefit team performance in various problem-solving and complex cognitive tasks (Jehn & Bendersky, 2003; Jehn & Mannix, 2001). In many cases, teams benefit from differences of opinion and improve their decision quality as members share and adopt each other’s perspectives (Schwenk, 1990). Research on the link between task conflict and performance in teams remains fraught with divergent findings. A large body of literature demonstrates a negative link between the two (see De Dreu & Weingart, 2003). However, other research has shown a positive link when factors such as positive team atmosphere (Jehn & Mannix, 2001), trust (Simons & Peterson, 2000), and conflict resolution strategies (Behfar, Peterson, Mannix, & Trochim, 2008) are in place. In addition, recent empirical work lends support to the proposition that task conflict will help some types of creative performance. For example, Matsuo (2006) found task conflict to positively affect innovation in Japanese sales departments, which in turn was related to increased departmental performance. De Dreu (2006) also found support for this notion by showing that a moderate amount of task conflict positively relates to innovation, where innovation is most often associated with the use-fulness component of creativity (Amabile, 1996). Thus, we expect creativity is best enhanced when task conflict is higher. Hypothesis 1a (H1a): Task conflict in interdisciplinary teams is positively related to creativity. In contrast, relationship (or interpersonal) conflict may include personality differences, annoyance, and hostility between individuals. Research has predominantly found relationship conflict to have a negative impact on performance (De Dreu & Weingart, 2003; Pelled, 1996). Team members experiencing relationship conflict can be distracted from the task at hand through an increased focus on interpersonal relationships rather than work-related issues and are therefore less cooperative and less likely to perform (Jehn & Mannix, 2001).
When members are focused on interpersonal issues, their willingness to work together for team goals may also be reduced (Jehn & Bendersky, 2003). This may be particularly true in interdisciplinary teams, where team at CORNELL UNIV on March 6, 2016sgr.sagepub.com Downloaded from 270 Small Group Research 45(3) members may be less affectively integrated (Cronin et al., 2011). Thus, we expect creativity is best enhanced when relationship conflict remains low. Hypothesis 1b (H1b): Relationship conflict in interdisciplinary teams is negatively related to creativity. This line of reasoning, however, assumes that all team members perceive the state of the team and its processes in the same manner (e.g., De Dreu & Weingart, 2003; Jehn, 1995). Yet social cognition research has long acknowledged that people have different experiences of the same reality (Searle, 1995). Management scholars have addressed these perception differences theoretically as well as empirically (e.g., Salancik & Pfeffer, 1978), but only recently have scholars begun to look at the impact of asymmetries on processes and outcomes in teams (Jehn et al., 2010; Weingart, Todorova, & Cronin, 2010). The question remains whether similarity in perceptions is beneficial for teams and their members, and on what types of outcomes. One perspective is that teams must have some level of cognitive integration—a shared representation of the task and the ability to incorporate and accept others’ perspectives—to reach optimal performance (Cronin et al., 2011). For instance, teams without cognitive integration are unable to use divergent information and as a result, performed less effectively (Cronin et al., 2011). Other work has seen mixed results. For example, Jehn and colleagues (2010) used a logic task to look at the relationship between conflict asymmetry, team performance, and self-reports of team creativity. They found that higher levels of relationship conflict asymmetry decreased objective performance in terms of errors on the logic task, but task conflict asymmetry had no effect on performance, although lower levels of task conflict asymmetry did increase self-reports of team creativity (there were no effects of relationship conflict on self-reports of creativity). However, creativity as a task outcome was not measured directly in this study because the task did not lend itself readily to an objective assessment of creativity. Therefore, it remains somewhat uncertain exactly how, and to what extent, conflict asymmetry is related to team creativity.
Although a large body of research has provided insights into how conflict fosters creativity in interdisciplinary teams, there is much we can learn about team creativity by also examining the asymmetric perceptions of conflict among team members. Specifically, our study shows that relationship conflict asymmetry is positively related to creativity and explains variance in the novelty component of creativity. That is, relationship conflict helps foster creativity as long as all team members do not perceive the same level of relationship conflict. This offers a solution to the challenge of fostering creativity by keeping task conflict high and relationship conflict low when task conflict and relationship are inextricably linked (De Dreu & Weingart, 2003; Simons & Peterson, 2000). More generally, examining the effects of conflict asymmetry on creativity in interdisciplinary teams offers insights into how team members perceive, understand, evaluate, and use functionally diverse knowledge to change their own and others’ thinking to generate new solutions that are both novel and useful.
So, how should you handle creative conflict in your organization? With excellent communication.
Here’s why effective communication can transform workplace conflict into a creative breakthrough.
If your organization has a communication problem, it is very likely that it also has a conflict problem. Even in the most transparent workplaces, disagreements are bound to arise, but leaders who fail to communicate with the rest of their team in a timely, complete, and accurate manner are only digging themselves a deeper hole.
As a result, open, immediate, thoughtful, and inclusive communication with and among employees is the key to unlocking the creative power of workplace conflict.
Here are 5 powerful ways to avoid conflict.
1). Open communication exposes problems.
By fostering an open communication culture in the workplace, you’re already laying the groundwork for creative conflict. Quick and casual communication channels, such as team messaging systems, can help your team feel more at ease communicating with one another on a regular basis, whether it’s about big things like major company initiatives or small things like changing the date and time of a meeting. Use these channels to share important news, documents, and ideas with your team, and encourage employees to respond honestly. Upload any relevant notes, questions, or documents to a centralized, easily accessible location, such as a team messaging solution, for your employees to review on their own time. You can overcome any communication roadblocks and facilitate a more productive discussion by providing employees with the distance and information they need to cool down their emotional responses and formulate a fact-based argument.
Employees are more likely to speak up when they notice flaws or holes in a project when they feel free to express their opinions, even if they are negative. Team messaging systems can be the ideal solution for offering constructive criticism and reaching more creative solutions for employees who are more introverted or who would benefit from stepping back and thinking more deeply about a topic.
“When the trust account is high, communication is easy, instant, and effective.” – Stephen R. Covey
2.) Immediate communication generates more creative and deeper ideas.
We’ve all had that nightmare roommate who refuses to do the dishes, pick up their clothes, or wipe their muddy shoes before walking on the carpet. We try to be polite at first. When it’s not our turn, we do the dishes or shampoo the carpet while they sleep on the couch. But after months of ignoring it, the minor annoyance grows into full-fledged resentment.
Whether that roommate is a friend, a spouse, or a child, the lesson here is that addressing conflict as soon as possible is critical to resolving the issue civilly. The same holds true at work. When tensions arise, communicate with your team as soon as possible. When half of your team is out of the country or working remotely and an issue arises, team messaging or video conferencing platforms are a great way to address the issue while it is still fresh in everyone’s minds. This will lead to more in-depth and productive brainstorming sessions, allowing you to delve deeper into the benefits and drawbacks of an idea before developing a business plan around it.
3.) Emotions are kept at bay by thoughtful communication.
You might be wondering what happens if the discussion gets too heated. Entering a difficult discussion before everyone has had a chance to learn the facts, digest the issue, and form a reasonable opinion can be a risky game. However, workplace conflict does not have to result in employees hurling their laptops across the boardroom.
When discussions are thoughtful, fact-based, and informed, workplace conflict transforms into creative conflict. Put the argument on hold for a while if it appears that employees’ emotions are clouding the discussion and preventing a timely resolution.
4.) Everyone is heard when there is inclusive communication.
“Two heads are better than one,” as the old adage goes. Teamwork is at the heart of innovation, and unless you gather all key stakeholders for an important discussion, you will never reach the creative depths that you have the potential to reach. Of course, reaching a consensus on a plan that works for everyone is a difficult process, and the only way to do so is to ensure that everyone is heard. Giving everyone the opportunity to speak can be difficult when your team is made up of introverts, remote workers, cross-functional stakeholders, and people at various levels of seniority.
Implement virtual communication tools, such as video conferencing platforms and team messaging systems, to reach employees who are unable to be physically present during discussions. These can help keep everyone on the same page by allowing you to receive comments and questions from members in different locations in real time. Some virtual communication tools enable you to host anonymous polls for a final decision, ensuring everyone’s honesty and fairness.
5.) Better communication turns conflict into a tool for success.
As Robert Townsend said, “a good manager doesn’t try to eliminate conflict; he tries to keep it from wasting the energies of his people. If you’re the boss and your people fight you openly when they think that you are wrong — that’s healthy.”
In other words, the world’s most innovative companies don’t fear conflict; rather, they embrace it. Great workplace communication allows you to challenge your employees and truly test their creative abilities. To summarize, the process for transforming workplace conflict into creativity is as follows:
Integrate honesty, civility, and open communication into the culture of your company.
When problems, disagreements, or weaknesses arise, act quickly.
Encourage your team to set aside their emotions, think deeply about a topic, and use data to back up their arguments.
Allow everyone the opportunity to express themselves, and when they do, listen!
Accept creative conflict in your organization by giving your employees the tools they need to communicate more effectively. In the end, this could mean the difference between disappointing business results and industry leadership.
Exercise 7:3: Let’s Face It
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• Describe some contexts where facial expressions play a particularly important role in communication?
• In what ways can facial expressions influence our ability to deal with misunderstandings?
Course Manual 4: Communication Process
Communication models have been developed by theorists since 300BC in an attempt to explain and understand how to improve communication and rhetoric. We have developed increasingly complex models to explain how we communicate as time has passed.
Today, the main communication models can be divided into three categories:
• Linear models are only concerned with one-way communication.
• Interactive models – uses two-way communication
• Transactional models examine two-way communication in which the message becomes more complex as the communication event (e.g., a conversation) progresses.
Examples of Key Communication Models:
There are numerous theories about mass communication.
The eight communication models shared, on the other hand, are central models of communication that highlight how communication occurs. They are theories that communication studies students must understand because they help you understand the key components that make up communication in the twenty-first century.
Communication Process Model: Understanding how to master the communication process
The Communication Process Model is one of the most important theories to learn because successful management is ultimately determined by effective communication. As a team leader, it is critical that you communicate thoughts, feelings, and information on a regular basis in a way that motivates your team, allows for growth in learning, and provides a clear understanding of objectives and “need-to-knows.”
Is there a time in your life when you said something, and it was perceived completely differently? Have you ever tried to coach or train someone and thought you were doing a good job, but the people being trained looked at you as if you were speaking a foreign language?
Much of the flaw’s stem from the communication process model: the process of how we communicate with one another – how we, as senders, convey the message, and how we, as receivers, understand and decipher it in our own minds. The ‘noise’ around us often impedes our messages and creates distortion or the feeling that we are not singing from the same hymn sheet as the other person.
As the communication process model demonstrates, communication is more about minimizing noise in the process and attempting to ensure that the message decoded by the receiver is as close to the intended message given by the person who sent the message as possible. I know this all sounds technical, but in essence, if you reduce noise when communicating, someone listening should be able to understand what you intend to say and mean. People may mishear you and interpret your message in different ways, just like when you try to shout at the top of your lungs to be heard in a noisy environment.
Noise in the communication process model can come from the following sources:
Hunger, fatigue, headaches, medication, and other factors that affect how we feel and think cause physiological noise.
Physical noise is interference in our environments, such as other people’s noises, excessively dim or bright lighting, spam and pop-up ads, extreme temperatures, and crowded conditions.
Psychological noise refers to characteristics in ourselves that influence how we communicate and interpret others. For example, if you are preoccupied with a problem, you may be distracted during a team meeting. Similarly, prejudice and defensive feelings can obstruct communication, leading you to an early biased conclusion with which others disagree.
Semantic noise occurs when words are not mutually understood. Authors occasionally create semantic noise by using jargon or unnecessary technical language.
“Communication- the human connection- is the key to personal and career success.” – Paul J. Meyer
Communication Process
Communication is the exchange of messages or information between two or more people in order to reach an agreement. The communication process begins when one person (sender) wishes to communicate a fact, idea, opinion, or other knowledge to another person (recipient) (receiver).
A sender, message, and receiver are required for effective communication.
To communicate effectively, both the sender and the receiver must take some common steps. The communication process is completed by eight essential steps: sender or source, encoding, message, medium or channel, decoding, receiver, feedback, and noise.
8 Essential Steps in the Communication Process
#1 Sender
The sender is the first person in the communication process. The sender is a source of data. The person who delivers messages is known as the sender.
A sender can be an individual, a manager, a non-manager, a department, or the organization itself. A manager may communicate with other managers, subordinates, supervisors, clients and customers, and external parties.
A sender is the person who initiates the communication process. He creates a message using his idea, needs, intention, and source to communicate with his receivers. The sender must conceptualize the message before it can be encoded.
#2 Encoding
Encoding the message is the second step in the communication process. Encoding is the process of giving a message form and meaning. It entails deciding on the best way to deliver the intended message. Encoding occurs when the sender expresses a message using words, symbols, gestures, drawing, or other means.
Its primary goal is to convert thoughts and feelings into a code that others can understand. It gives the message meaning and makes it understandable to the recipient.
#3 Message
The message is the result of the encoding process. The message is the content that the sender wishes to convey to the receiver. Because there is nothing to exchange without a message, the message is also known as the heart of communication.
A message may contain the sender’s facts, opinions, ideas, requests, and suggestions, among other things. The sender conveys his thoughts, ideas, and facts to the receiver through messages, which can be written or spoken.
#4 Channel or Medium
It refers to the selection of communication channels through which a sender transmits his encoded message to the receiver. It connects the sender and receiver by communicating messages of mutual interest.
Depending on their effectiveness, various mediums can be used to communicate messages. Oral communication, for example, can be accomplished via telephone, mediator, group discussion, and so on. Written communication can take the form of letters, memos, reports, newspapers, and so on. However, the type and quality of the message influence the medium of communication chosen.
#5 Receiver
The second person in the communication process is the receiver. He is the person, who receives messages, understands the same, and takes the necessary steps for a response.
From the technical point of view, communication becomes complete only when the message is received and understood by the receiver. Thus, an effective message must be receiver-oriented, not sender-oriented. A recipient does not acknowledge a message till he gets the exact meaning of the message.
#6 Decoding
The process by which the receiver translates the message into terms that are meaningful to them is referred to as decoding. It is a method for the receiver to comprehend messages. Decoding is defined as the transmission of understanding between sender and receiver.
It is critical to understand the message’s meaning in light of the sender’s intent. If words in letters, reports, circulars, newspapers, and other documents are decoded incorrectly, they may be misinterpreted, resulting in a misunderstanding between the sender and the receiver.
Such events cause issues in organizations. Only when the receiver is able to decode the message in accordance with the sender’s intention can communication be considered effective.
#7 Feedback
It is the final stage of the communication procedure. It determines whether the message is correctly understood and whether the receiver makes the necessary effort as intended by the sender. Such events cause issues in organizations. Only when the receiver is able to decode the message in accordance with the sender’s intention can communication be considered effective.
#8 Comments
It is the final stage of the communication procedure. It determines whether the message is correctly understood and whether the receiver makes the necessary effort as intended by the sender. When the receiver is able to decode messages sent by the sender, he provides a timely response.
As a result, the sender should send information in simple and clear orders while keeping the receiver’s perspective in mind. Only when the sender receives a positive response from the receiver can the communication process be considered successful. The communication process is completed when the sender receives feedback.
#9 Noise
It may or may not be present during the communication process. Noise is defined as any element that interferes with the effectiveness of communication. It interferes with the free flow of information from one person to the next. It is a necessary step in the communication process. It should be kept to a minimum in order for communication to be effective.
The Communication Process Model in Action
Based on the noise that can be created when sending and receiving communication, it is simple to imagine how misinterpretation occurs.
When using the communication process model and planning communication with your teams, I recommend following a simple five-step rule:
Step 1: Begin with the end goal in mind. Before you begin to convey the message or engage in communication, make sure you understand what your goals are.
• What exactly are the goals?
• What do you want the person receiving the message to do once they understand it?
• Why is it significant?
Step 2: Determine who will be receiving the communication. Knowing your target audience is essential because it allows you to tailor your message in various ways to help achieve comprehension. It also allows you to determine who the appropriate people are to keep informed.
Step 3: Determine the most effective mode of communication. There are numerous ways to communicate something, depending on what you want to achieve, the skill level of the people, and how people learn best (some people learn more by doing while others, for example, learn more by pictures and illustrations). Other modes of communication include webinars, email, phone calls, face-to-face meetings, presentations, workshops, and so on.
This stage is more trial and error, and as your experience grows, you will begin to notice what works and what doesn’t.
Step 4: Tailor your communication to the audience. The tricky part is getting your message across. To be successful, you must first understand your recipient and then pitch the message to them based on their level of competence and understanding, as well as the variables listed in step 3.
One rule is to tell them what you’re going to tell them, then tell them again, and then ask them to tell you what they’ve told you. This will set expectations, allowing you to stay on track with the message and provide valuable feedback.
If there are a lot of people, mix up the styles to help reinforce the message for everyone. Ideas include:
• Provide handouts – so that those who prefer reading as a learning style can absorb the information.
• Provide worked examples – this will help tactile learners understand.
• Provide plenty of images and pictures – again, to allow those who learn better visually to do so.
This is by no means an exhaustive list, but the goal is to provide rich content that allows your recipients to understand your message clearly and concisely, with as little noise as possible.
Step 5: Modify your style in response to the feedback. Obtain a consensus of understanding throughout the event:
• Is the message being received (as stated above: ‘tell them what you will say, tell them, and ask them to tell you’)?
• Is there anything you need to change – style, message, message type, etc.?
• Never stop trying to improve your communication techniques and methods.
Exercise 7:4: Improv Night
Course Manual 5: Types of Communication
We share information with one another in a variety of ways. When delivering a presentation to a group, for example, you might use verbal communication. When applying for a job or sending an email, you may use written communication. In this course, we will reveal the 4 major types of communication and tips for maximizing the efficiency for each.
Here’s a closer look at the four major types of communication:
1. Verbal
The use of language to transfer information through speaking or sign language is known as verbal communication. It is one of the most common types, and it is frequently used in presentations, video conferences, phone calls, meetings, and one-on-one conversations. Because it is efficient, verbal communication is essential. Nonverbal and written communication can be used to supplement verbal communication.
Here are some steps you can take to improve your verbal communication abilities:
• Internal business communication is essential to the success of any company. Everything from employee satisfaction and customer relationships to brand identity and net earnings is affected.
• Use a strong, confident tone of voice when speaking. Use a strong voice, especially when presenting information to a small group of people, so that everyone can hear you. When speaking, be confident so that your ideas are clear and easy to understand for others.
• Make use of active listening. The other side of verbal communication is paying close attention to and hearing others. Active listening skills are essential when leading a meeting, delivering a presentation, or even engaging in a one-on-one conversation. This will help you develop as a communicator.
• Filler words should be avoided. It can be tempting to use filler words like “um,” “like,” “so,” or “yeah,” especially during a presentation. While it may feel natural to pause after finishing a sentence or collecting your thoughts, it can also be distracting for your audience. Try giving your presentation to a trusted friend or colleague who can point out when you use filler words. When you are tempted to use them, try to replace them by taking a deep breath.
“Constantly talking isn’t necessarily communicating.” ― Charlie Kaufman
2. Nonverbal Communication
The use of body language, gestures, and facial expressions to convey information to others is known as nonverbal communication. It can be used intentionally or inadvertently. For example, when you hear a pleasant or enjoyable idea or piece of information, you may unintentionally smile. Nonverbal communication is helpful when trying to understand others’ thoughts and feelings.
They may be anxious, angry, or nervous if they exhibit “closed” body language, such as crossed arms or hunched shoulders. If they have both feet on the floor and their arms by their sides or on the table, they are probably feeling positive and open to new information.
Here are some steps you can take to improve your nonverbal communication abilities:
• Take note of how your emotions make you feel physically. Throughout the day, as you feel various emotions (such as energized, bored, happy, or frustrated), try to pinpoint where you feel that emotion in your body. For example, if you’re anxious, you might notice your stomach tightening. Increasing your self-awareness of how your emotions affect your body can give you more control over your external presentation.
• Be mindful of your nonverbal communication. When you are alert, open, and positive about your surroundings, make an effort to display positive body language. If you are confused or anxious about information, you can use body language to support your verbal communication, such as a furrowed brow. Use body language in conjunction with verbal communication, such as by asking follow-up questions.
• Imitate effective nonverbal communication. If you find that certain facial expressions or body language are beneficial in a given situation, use them as a guide when working on your own nonverbal communication skills. For example, if you notice that nodding your head effectively communicates approval and positive feedback, use it in your next meeting when you have the same feelings.
3. Written
Written communication is the act of conveying information by writing, typing, or printing symbols such as letters and numbers. It is useful because it keeps a record of information for future reference. Books, pamphlets, blogs, letters, memos, and other forms of writing are commonly used to disseminate information. In the workplace, emails and chats are common forms of written communication.
Here are some steps you can take to improve your written communication abilities:
• Aim for simplicity. Written communications should be as straightforward and straightforward as possible. While including a lot of detail in instructional communications, for example, is beneficial, you should look for areas where you can write as clearly as possible for your audience to understand.
• Don’t rely on tone of voice. Because you lack the nuance of verbal and nonverbal communication, be cautious when attempting to convey a specific tone through writing. Attempting to communicate a joke, sarcasm, or excitement, for example, may be translated differently depending on the audience. Instead, keep your writing as simple and straightforward as possible, and then follow up with verbal communications in which you can add more personality.
• Take some time to go over your written communications. Setting aside time to re-read your emails, letters, or memos can assist you in identifying errors or opportunities to say something differently. It may be beneficial to have a trusted colleague review important communications or those that will be sent to a large number of people.
• Keep a file of writing that you find useful or enjoyable. If you receive a pamphlet, email, or memo that you find especially useful or interesting, keep it for future reference when writing your own communications. Including methods or styles that you enjoy can help you improve over time.
4. Visual
Visual communication is the act of conveying information through photographs, art, drawings, sketches, charts, and graphs. Visuals are frequently used as an aid during presentations to provide context in addition to written and/or verbal communication. Because everyone has a different learning style, visual communication may be more effective in helping some people consume ideas and information.
Here are some steps you can take to improve your visual communication abilities:
• Before including visuals, consult with others. Consider asking for feedback if you plan to include a visual aid in your presentation or email. Including visuals can sometimes make concepts unclear. Obtaining a third-party opinion can assist you in determining whether the visual adds value to your communications.
• Consider your target audience. Include visuals that your audience can easily understand. For example, if you’re displaying a chart with unfamiliar data, take the time to explain what’s going on in the visual and how it relates to what you’re saying. You should never, ever use sensitive, offensive, violent, or graphic visuals.
Set personal goals to work through the things you want to accomplish step by step to improve your communication skills. It may be beneficial to consult with trusted colleagues, managers, or mentors to determine which areas should be prioritized first.
Internal Communications
Despite its importance, 57 % of US companies polled do not have dedicated internal communications specialists, and 60 % of business professionals do not measure internal communication outcomes.
According to an Economist Intelligence Unit report, this is largely due to employees citing increased stress (52 %), project delay or failure (44 %), and low morale (31 %) as a result of poor communication.
To improve on these findings, business leaders should work to fully comprehend the four major types of business communication. We go over them in detail below, as well as how their effective implementation can benefit both internal teams and key external relationships.
The four major types of business communication
In general, the four major types of business communication are upward, downward, lateral, and external. Within an organization, there is no one “correct” way to communicate. However, carefully considering the advantages and disadvantages of each type will assist you in determining which strategies are best for your team/organization, as well as whether employing multiple types of communication is best.
Upward Communication
What it is: Upward business communication occurs when a direct report reports to a manager, and downward business communication occurs when a manager reports to a top-level executive or owner. Upward communication allows those in charge to stay on top of what’s going on the ground floor.
How it works in action: Example 1) A data specialist creates a marketing report containing website analytics to inform top-level decision-making. Example 2) Employee surveys serve as a foundation for executives to make changes to daily operations in order to increase productivity and satisfaction.
Pros:
• Information gathered from team members assists management in remaining responsive to the needs of their employees.
• Employees who feel valued will be more likely to give their all at work if they can contribute in this way.
• Management can detect problems before they become serious.
• Employees who have easy access to management are more likely to share their creativity and innovate, which could propel company progress by leaps and bounds faster than if business teams were completely siloed.
• Businesses with upward communication are known for cultivating a friendly, harmonious environment.
Cons:
• Employee-supplied information can be limited or skewed depending on their level of comfort communicating with their supervisors.
• Subordinates may be reluctant to share information with management if they believe no action will be taken or that there will be consequences.
• Upward communication can only be successful if the chain of command is clear, accessible, and quick all the way to the top.
Tips for maximizing efficiency: Managers are in charge of driving successful upward communication, so they must do the following:
• Maintain an open-door policy.
• Engage employees in regular dialogue.
• Listen to employee concerns and show empathy.
• Use multiple communication channels to ensure that all employees have easy access to information.
• Make your environment accessible and welcoming.
• To get as much honest feedback as possible, use anonymous suggestion boxes, surveys, Q&A sessions, internal chat forums, or email chains.
Downward Communication
What it is: Business communication that flows downward from management to direct reports. Messages flow from the top down through a predetermined hierarchy.
How it works in Action: Example 1: Through a company memo, leadership informs employees of a new operational procedure, safety requirement, or individual expectation. Example 2: A manager informs the team about a project. Example 3) The CEO convenes a meeting to review the previous year’s performance figures and plan for the coming year.
Pros:
• In a downward flow, necessary information (instructions, explanations of complex issues, and operational details) can be quickly disseminated.
• Key responsibilities are easier to delegate.
• Managers are given the authority to make decisions.
• To maintain compliance, company-specific standards, rules, and disciplinary consequences can be easily reinforced.
Cons:
• It can be a time-consuming process, particularly when information must pass through multiple levels of hierarchy.
• The information, like the game of “telephone,” can become distorted or lose detail as it travels through the chain of command.
• Employees who are heavily reliant on a downward communication style may feel unimportant, frustrated, or unenthusiastic about their work.
Tips for maximizing efficiency:
• Maintain leadership that is visible, approachable, and trustworthy.
• Provide a communication schedule to ensure that employees value and prioritize your messages rather than feeling overwhelmed or irritated.
• Management should use approachable body language, maintain a friendly demeanor, inquire about employees’ well-being, and keep their office doors open.
• Management should encourage a healthy balance of upward and downward communication in the workplace.
• Management should keep detailed notes on employees so that they can add a personal touch to their communications when addressing specific employees.
Lateral Communication
What it is: Lateral communication occurs between departments and between employees or managers of equal status within the organization.
How it works in action: Example 1) A team communicates back and forth via emails. Example 2: Coworkers collaborate in a team chat to solve a problem. Managers gather for a brainstorming session in Example 3. Example 4) A member of the marketing team consults with a web designer on the technology team about changing the design of an ad campaign.
Pros:
• It is frequently required for information exchange, problem solving, and task coordination.
• It is especially important for large-scale businesses that rely on interdepartmental cooperation.
• It tends to organically synthesize without the need for upper-level approval, serving as a quick and morale-boosting mode of communication.
• Miscommunication and conflict can often be avoided while also strengthening teamwork.
• Employees frequently feel emotionally and socially supported.
Cons:
• Employees may communicate in a less formal, unprofessional tone, potentially causing squabbles.
• If no other interdepartmental/hierarchical communication channels are properly established, it can lead to a “us vs. them” culture.
• Teams may become territorial about their tasks and resent interjections from other departments, undermining collaborative efforts.
Tips for maximizing efficiency:
• Avoiding or resolving misunderstandings is most effective when done through video chat, one-on-one conversations, or phone calls.
• A written follow-up, such as an email or memo, reinforces messages/meetings and helps to clear up confusion.
• Management must take care not to incentivize departmental competition while communicating the importance of each group within the overall organization.
• Using modern project management tools to encourage interdepartmental collaboration can help to reduce barriers and bottlenecks.
External Communication
What it is: External communication is the movement of information from within an organization to outside parties such as prospects, customers, investors, vendors, partners, sponsors, lawmakers, regulatory bodies, the media, consultants, or the general public.
How it’s used in action: Example 1) A press release is used to notify the media about the release of a new product. Example 2) A sales proposal is presented in order to pique the interest of investors. Example 3) A website informs prospects about why they might be interested in a company’s products or services.
Pros:
• External communication, when done well, has a positive impact on the company’s public persona and reputation, making it more appealing to stakeholders and customers.
• External communication is also inextricably linked to customer communications and the ability to establish and maintain those relationships, so the quality of this type of communication is critical.
• External communications are how outside businesses, customers, partners, investors, and the rest of your target audience perceive and learn about your company. It takes time to ensure that every piece of external communication is carefully curated, but when done correctly, it is a significant contributor to company growth.
Cons:
• When external communications are poorly executed, customers may receive contradictory messages, tarnishing the company’s reputation.
• A single incorrect piece of data, a missed target audience, or a careless quote can derail an entire marketing campaign and have a long-term negative impact on a company’s ability to succeed, so each piece of externally facing communication must be carefully curated and analyzed.
• Employees will likely struggle to create good external communication if they do not have good internal communication.
Tips for maximizing communication efficiency:
• Readers want value, so be direct and to the point. In other words, keep in mind that they are curious: “What is this all about?” as well as “What’s in it for me?”
• Understand your target audience. Extensive research is required for external messaging because you will need the appropriate language, tone, imagery, and channel.
• Internal communication styles should be supplemented, not replaced.
• Connect employees and customers, which can result in a vital information exchange that encourages customers to engage more with your brand. Employees can also gain a better understanding of the target audience.
Because each type of business communication achieves a distinct set of objectives, most businesses employ multiple communication strategies within their organization. Your company may already be using these types of business communication without even realizing it!
Now that you understand the proper terminology and use cases for business communication, you can develop a long-term communication strategy and train employees on best practices.
Although company-wide training may appear to be a daunting task, there are tools available to help you streamline the learning and implementation processes.
Exercise 7:5: Mingle Bingo
Course Manual 6: Communication Styles
Every individual has a distinct communication style through which they interact and exchange information with others.
The way you communicate should be an extension of who you are. Being “authentically you” in your communication will allow you to be more comfortable and to connect with your audience. They will better receive your message when you are being yourself.
It is not uncommon to have different communication styles amongst your team which will have to be addressed and worked out.
Example: The CEO is presented with an idea for a bold new program by the chairman of the company’s wellness committee. Their case is sincere; they are confident that their program will significantly boost employee morale, engagement, and productivity. They use anecdotes and empathy to illustrate their points, emphasizing the potential long-term positive outcomes.
The CEO, on the other hand, is hesitant. The presentation is lacking in detail, instead focusing on the big picture. They have questions that they believe are most important to be answered first: “How do we put this plan into action?” “How much money will it take to make it work?”
This is a classic case of incompatible business communication styles. The committee lead’s intuitive approach is not inherently flawed, but their style differs from the CEO’s functional concerns, creating a disconnect that may be difficult for them to overcome.
“The single biggest problem in communication is the illusion that it has taken place.” ― George Bernard Shaw
Understanding different styles and when and how to use them will enable you and your team members to collaborate more effectively and efficiently for the benefit of all.
Recognizing four critical business communication styles
Everyone has their own communication style, and people may switch between them depending on the situation and their audience. Nonetheless, we all have communication styles that come naturally to us. Recognizing the fundamental differences between various styles will enable you to effectively reach out to anyone, regardless of their—or your—instinctive style.
The four most widely recognized business communication styles, according to Mark Murphy, author, and founder of Leadership IQ, are as follows:
• Analytical
• Functional
• Intuitive
• Personal
Let’s look at the characteristics of these styles and how you can tailor your approach to fit each.
Analytical
A logical and thorough approach to communication is prioritized in an analytical approach. Rather than appealing to emotions, an analytical person emphasizes (and responds to) complex data and facts. In their eyes, vague language undermines authority; they tend to associate a lack of specificity with a lack of understanding of the issue.
When communicating with a colleague who has an analytical communication style:
• Be precise and direct. Small talk is usually tedious for analytical people. Maintain your audience’s attention by focusing on what is most important to them: proof of concept. They will be more interested in your data if it is more precise.
• Make a list of your ideas (when applicable). Written communication enables an analytical mind to sift through all available data before formulating a response. Check your spelling and grammar before hitting “send”; this reader is more likely than most to catch even minor errors.
• Avoid using emotive language. Maintain a professional tone. While empathy is important in any communication, you should keep your main focus on the data rather than your (or your audience’s) feelings in this situation.
Assume a marketing team manager approaches an analytically minded sales team leader with a collaborative project idea. Instead of focusing on how a brand campaign could increase sales, they should back up their claim with specific metrics and goals.
Look for the following characteristics to identify an analytical communicator:
• Avoids emotional expressions and language
• Always knows the numbers—and if they don’t, it’s the first question they ask.
• Logical approach to problem solving
• Lots of hard evidence is used to back up arguments.
Functional
To stay on track, people with a functional communication style rely on step-by-step instructions and frequent feedback. They share many characteristics with analytical people, though they are more concerned with the details of a process rather than the evidence to support it. They value specificity and despise ambiguity. Having all of the facts in advance allows them to do their best work.
When communicating with a colleague who has a functional communication style:
• Take your time. Avoid frustrating these team members by providing them with all of the information they require right away.
• Prepare for oral communication by preparing written materials. Employees with a functional approach, like analytical individuals, will value the freedom to review written communication at their own pace—ideally before you meet.
• Encourage discussion. Inform them that questions are welcome and that you will do your best to provide thoughtful, thorough responses.
In our first example, the CEO’s communication style was more functional, whereas the committee leaders was more intuitive. Instead of extolling the program’s virtues, the committee leader could have achieved greater success by including a detailed outline of every step—and resource—needed to put their plan into action.
Look for the following characteristics in a functional communicator:
• Focuses on details and is irritated by ambiguous instructions
• Rather than “why?” prefers to ask “how?”
• Is a meticulous planner who wants to clarify every step before proceeding.
• Frequently solicits feedback and double-checks work against guidelines
Intuitive
In contrast to both the analytical and functional communication styles, the intuitive communication style favors big ideas over small details. These people enjoy the creative aspect of their jobs and thrive when they think and work outside the box. They are more concerned with a project’s long-term vision than with specific data or minute details.
When communicating with a colleague who has an intuitive communication style:
• Provide a bird’s-eye view of the problem. Understanding the impact of their actions in the context of the bigger picture motivates intuitive people.
• Be succinct. Too many details can overwhelm intuitive team members. Instead, keep your conversation brief by focusing on what they must do and, more importantly, why they must do it.
• Inspire yourself. Allow for innovation by encouraging these people to express their ideas. Respond with empathy, letting them know their voices are heard and valued.
Consider a content team manager meeting with an astute group of direct reports to brainstorm new ideas for the company website. Rather than starting with a step-by-step implementation plan, the manager starts the conversation by explaining why the website needs work and what they hope to accomplish with this project. This allows the team to come up with some unique solutions that go above and beyond initial expectations without immediately diving into deliverables.
Look for the following characteristics to identify an intuitive communicator:
• Approaches the problem in a novel and insightful manner.
• Is open to exploring new possibilities and discovering new alternatives.
• Too much detail can easily bore or overwhelm you.
• Gets right to the point; frequently starts with a high-level recommendation, followed by reasoning.
Personal
A personal communication style is perhaps the most strongly influenced by emotion of the four styles. Individuals who use this style are typically the people to whom others turn when they require an empathetic ear. They are frequently adept at resolving problems with impressive diplomacy and tact. They, like intuitive people, often see the forest rather than the trees and prefer to ask “why?” rather than “how?”
When communicating with a colleague who has an intuitive communication style:
• First, warm up. Personal communicators are driven by strong bonds with their work and colleagues. Before delving into an issue, it’s worth checking in with them to establish that connection first.
• Examine your tone. Warmer, friendlier approaches are more likely to elicit positive responses from these team members. This is especially true in written communication, where tone can be easily misconstrued. Before sending your note, use a tone detector to ensure you come across as you intend.
• Provide context to your message. Sharing the thought process behind a decision or request will make these people feel more confident in their next steps.
Assume you’re planning a one-on-one meeting with a direct report to discuss their most recent performance evaluation. An analytical or functional communicator may prefer to get right to the point. A personal communicator, on the other hand, will feel much more at ease and open to feedback if you begin by expressing support for their professional development.
Look for the following characteristics in a personal communicator:
• Is emotionally expressive and open
• Begin conversations by inquiring about the well-being of others.
• Responds poorly to presentations that are solely logical or data driven.
• Frequently seeks to understand the reasoning behind a decision or request.
“When you give yourself permission to communicate what matters to you in every situation you will have peace despite rejection or disapproval. Putting a voice to your soul helps you to let go of the negative energy of fear and regret.” ― Shannon L. Alder
Case Study: Has this ever happened on your team? (Meet the 366 Solar Marketing Team)
* Sally asks lots of questions to confirm the details of a project.
*This annoys Tina who doesn’t know all the details yet and just wants to get moving on the project.
*John prefers to start meetings by asking about everyone’s weekend plans…
*…while David fidgets impatiently waiting for the ‘real’ meeting to get started.
*Susan offers what she thinks is a helpful suggestion. Unfortunately, her comments are misinterpreted by others on the team.
*Everyone ends up frustrated because they know they can do better.
*They just don’t know how.
Let’s take a look at their communication styles:
Tina, David, and Sally find that they naturally tend toward focusing on the task at hand when they communicate.
John and Sarah discover that their natural tendency is to focus on relationships at the beginning of the meeting.
The team also discovers that Tina, David, and John tend to focus on the big picture…
… while Sally and Sarah focus on the details.
Now the team respects their differences and adapts to each other’s natural tendencies.
Conflict is replaced by synergy and productivity.
Why is it important to understand different communication styles?
Familiarizing yourself with various business communication styles will enable you to recognize – and adapt to – how others want to connect and collaborate with you. You will be able to avoid and manage clashes between team members who have different personalities. It will also assist you in recognizing your own natural tendencies, allowing you to lean into your communication strengths while identifying areas for improvement.
In short, communication style is essential for fostering positive relationships, avoiding miscommunications, and ensuring that the message you send is understood by your colleague. The benefits are even more pronounced in a business context, where effective communication is critical to individual, team, and company-wide success.
***Remember: The best communication style for you as an individual should reflect who you are. Always be true to yourself. This approach will allow for developing positive relationships and trust amongst your team.
Exercise 7:6: Back-to-Back Drawing
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Course Manual 7: Barriers to Communication
In business, even a single misunderstanding can be disastrous. Missed deadlines, lost opportunities, squandered time and money, and employee and customer churn are just a few of the consequences of poor internal communication.
These miscommunications are frequently not isolated incidents. Instead, they are symptoms of larger issues that may be affecting your entire organization:
• Language barriers
• Cultural barriers
• Physical barriers
• Psychological barriers
• Technological barriers
• Organizational barriers
What are communication barriers and how can they be removed?
Let’s look at each of the 6 major barriers to effective communication—what they are, how they manifest themselves in practice, and how to overcome them.
Language Barriers
Miscommunications caused by vernacular differences or translation difficulties are examples of language barriers.
Dialects, accents, and unique communication quirks can all lead to misunderstandings and other unintended consequences even when speaking the same language.
Similarly, people in the same organization may struggle with lexical differences. You may be familiar with this frustration if you’ve ever been asked if you have the bandwidth to think outside the box, step up to the plate and swing for the fences, collaborate to pick the low-hanging fruit, or disrupt the conversation.
What to look out for: Frequent misunderstandings, complaints about a lack of clarity, or disagreements over multiple interpretations of the same message.
Here are some ideas for overcoming language barriers in communication:
• Encourage team members to use clear, concise language and refrain from using figurative language, jargon, or slang.
• Use visual elements to highlight key points in critical documents and presentations.
• Make adequate training and educational resources available for industry-specific terminology and branded terms.
• Provide continuing education benefits, such as language courses for multilingual speakers.
• Give your team an advantage by using a writing assistant like Grammarly Business, which can help both primary and secondary English speakers improve the fluency of their writing.
Cultural Barriers
Communication barriers are caused by differences in social norms and values.
It’s critical to be aware of ethnocentrism, which is the assumption that all cultures share your values, beliefs, and way of life. Addressing ethnocentrism and emphasizing inclusion in your company culture will help team members, regardless of their background, feel valued and included. Externally, you can educate your team on how to avoid blunders in business etiquette in other cultures.
What to look out for: Stereotyping, exclusion, or other ethnocentric behaviors (or complaints about such behaviors), as well as team members avoiding each other.
To overcome cultural communication barriers in the workplace, try the following:
• Implement regular sensitivity training sessions, supplemented by one-on-one meetings as needed, to address any ongoing concerns.
• Establish clear rules for workplace etiquette and brand culture but be willing to revise those rules as your team—and the brand—evolves.
• Clarify and emphasize your brand’s values, why they are important, and how employees can embody those values. You can foster a sense of belonging and break down cultural barriers by creating a culture that emphasizes a shared set of values.
• Create and distribute a brand style guide that includes internal communication and etiquette rules and expectations.
Physical Barriers
The most common physical barrier is distance. Team members may find themselves sitting hundreds or even thousands of miles away from their colleagues as remote work becomes more common. They will struggle to communicate effectively unless strong systems are in place to keep them connected.
What to look out for: Excessive tardiness (particularly in multiple employees) due to demotivation or distraction from physical causes (such as noise or discomfort). Complaints about being unable to concentrate or finish work.
Here are some suggestions for overcoming physical barriers to communication in the workplace:
• Adopt and maintain cutting-edge communication technologies and think about allowing employees to work remotely if necessary.
• Make your office comfortable and collaborative, with as little outside noise as possible.
• Create private, closed office spaces for employees to collaborate or work uninterrupted.
• Employees who work closely together should be seated in the same area.
Psychological Barriers
Individual mindsets or mental health concerns cause psychological barriers.
Although disagreements are unavoidable in most workplaces, they can occasionally lead to serious problems. Employees with opposing viewpoints and priorities who also have conflicting communication styles can have a negative impact on the entire team.
A common psychological barrier that can make communication extremely difficult is a lack of trust.
Employees will struggle to excel if they feel unheard, unsupported, or undervalued.
Watch for: a lack of employee feedback or engagement, absenteeism, or a lack of collaboration among team members or teams.
Here are some strategies for overcoming psychological communication barriers:
• Provide training and resources for understanding different business communication styles.
• Make workplace anti-harassment training mandatory.
• Encourage trust and solidarity by asking employees to suggest team-building exercises or events.
• Encourage open and honest communication among employees by providing multiple channels for feedback, such as open office hours, anonymous surveys, and team meeting
Technological Barriers
When people do not have the right tools or training to use them, technological barriers to communication emerge.
To function effectively, your team requires three things: current hardware, appropriate business communication tools, systems for their duties, and training in how to use these technologies.
What to look out for: Frequent technological failures (such as computer crashes or poor internet connectivity), complaints about slow or underperforming platforms, and technology misuse stemming from a lack of understanding.
Here are some ideas for overcoming technological communication barriers in the workplace:
• As needed, upgrade or replace technology.
• As needed, provide training and resources to educate employees on how to use newly upgraded or adopted technologies.
• Use communication tools that have a variety of functions and can be easily integrated into your brand’s existing structure and workflows.
• In your brand style guide, establish rules for how and when to use specific communication channels.
Organizational Barriers
Organizational communication barriers stem from a misunderstanding of your company’s structure and individual roles within it.
Organizational barriers can affect businesses of all sizes, and they frequently occur as a result of employees being unaware of, or not fully understanding, an existing structure. Employees may be unfamiliar with how to share or request information. Meanwhile, communication silos and bottlenecks are common symptoms of a structure that needs to be reorganized or clarified.
What to look out for: Team members frequently contacting the wrong people for specific information or insights, as well as critical information being lost or delayed somewhere along the chain of command.
Here are some strategies for overcoming organizational communication barriers in the workplace:
• Make a clear organizational structure (including roles and contact information) and make it widely available, easily accessible, and included in new-hire orientations.
• Review any changes to communication structure or expectations as soon as possible, both in writing and in person.
• As your organization grows, conduct regular audits, and revise the structure.
7 Communication Barrier Examples:
1. Lack of Self-Belief
One of the most common issues in many workplaces is a lack of confidence. This issue occurs at all levels and creates a significant communication barrier. It can manifest itself in a variety of ways, including awkwardness, shyness, anxiety, and so on.
It suppresses an organization’s employees, negatively affecting the company’s overall collaboration.
2. Generalization Based on Stereotypes
The very common generalization has a significant impact on accurate perception. Comparing people to stereotypes may prevent you from gaining a clear picture of their ideas, which can be extremely valuable.
Make sure you do not judge them based on their general appearance because it may not be what you expect or may even be non-existent.
3. Uncertainty
Clarity can be difficult to achieve when it comes to communication barriers, because everyone is unique in their own way. However, the person speaking must be certain that the messages he is delivering are clear and without ambiguity.
4. Body language
When what you say does not match your body language, it can have a negative impact on the message you are attempting to convey. Body language gestures can be a huge barrier to communication if not used correctly.
5. Unusual Conversations
Regular communication is essential, and one should strive to be open on a daily basis. If your conversations are irregular, you will lack confidence when addressing people who need assistance with their work. Overcoming this barrier is simple; daily meetings and lunches together can help.
6. Inadequate Listening
Nothing will work out if you jump to conclusions without first listening to what the other person has to say. People have a tendency to jump to conclusions without knowing the context of the story, which creates communication barriers.
7. Dishonesty
This has been shown to be one of the most significant communication barriers, because once people realize you are not loyal, they will never share their ideas or work plans with you.
Overcoming multiple communication barriers
The first step in overcoming the communication barrier is to identify all of the barriers that are likely to disrupt the communication process and cause it to fail. Following the identification of the barriers, the following are the various methods for overcoming such barriers:
1. Recognizing that the communication process is flawed.
This requires a good communicator to be able to communicate at all times. Recognize that the communication process has some barriers that lead to failure. This necessitates identifying specific areas where the problem or barriers are likely to exist.
2. Adjust your message to the recipient.
This requires the sender to comprehend the recipient of her message. This will aid in ensuring that the message is properly prepared so that the receiver can successfully decode it.
3. Choosing an effective communication channel.
The equipment and mechanical devices that will be used to transmit the message must be carefully chosen in order for the message to be successfully transmitted. This means the channel chosen must go on well with the message to be communicated.
4. Creating a positive communication environment.
Before beginning the process of communication, a good communicator must ensure that the environment is conducive to communication. This is due to the fact that the environment in which communication occurs plays an important role in ensuring the communication process is successful.
5. Before communicating, the message should be well-planned.
Before beginning the communication process, the sender must be well prepared with all of the information that will be communicated. He must make certain that the information is complete, clear, accurate, and pertinent to the communication process.
6. Improve your language and listening skills.
These are critical components of a successful communication process. A good communicator must have adequate knowledge and understanding of any language that will be used during the communication process. They must also pay attention during the communication process.
7. Enhance your perception.
Good communicators must maintain a state of mind that allows the communication process to be successful. They should avoid anything that could disrupt the communication process.
While there may be one obvious barrier to effective communication in your organization, it is unlikely to be the only one. After all, not only are these barriers common, but they also tend to overlap—for example, someone who is physically separated from the rest of their team may experience depression or anxiety as a result.
If a particular barrier has become a critical concern, addressing it is effective in the short term. Long-term success, however, requires solutions that can address multiple barriers.
There are many multi-functional communication assistants available today such as Grammarly, Writer and Ginger that can help alleviate communication barriers.
Barriers to effective communication in the workplace can have a significant negative ripple effect that will only get worse as time goes on. Addressing them now will not only improve your internal communications but will also prevent future problems. The sooner it is dealt with, the better.
Exercise 7:7: Mimes
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Course Manual 8: Language Skills
Language skills are the abilities, experiences, and knowledge that allow a person to communicate. This includes both native and second language skills. The core languages of a native language are reading, writing, speaking, and listening. Things that are automatically learned in a native language can be difficult to learn in a second language. Grammar, vocabulary pronunciations, and idioms are all included.
The following are examples of common language skills.
“The art of communication is the language of leadership,” said James Humes, the Presidential speechwriter who wrote the text on the Apollo 11 lunar plaque.
Language skills are as important today as they were when Apollo 11 orbited the moon. Listening, speaking, reading, and writing are essential language skills for navigating a changing professional landscape. The understanding may have shifted, but the fundamentals have not.
What Exactly Are Language Skills?
Communication includes everything from reading this blog and writing an email to listening to a podcast and speaking in a meeting. Every day, whether you’re with friends or at work, you must communicate.
Language skills are communication abilities that allow you to express yourself clearly and precisely. You not only learn to speak well, but also to listen carefully. Another important skill in a professional setting is the ability to write clearly and concisely. Reading aids in making sense of massive amounts of data and information.
Practicing your linguistic skills will help you become an effective communicator who knows how to get from point A to point B.
How To Learn The Four Key Language Skills?
Listening, speaking, reading, and writing are the fundamental language skills required today. As a professional, regardless of your years of experience or goals, linguistic skills will always come in handy.
Let’s take a closer look at each of these language skills.
Active Listening
Listening entails much more than just hearing what someone is saying. There is a significant distinction between hearing and listening. When you don’t really register the words, you nod and smile while your mind wanders off to Neverland. Listening is an activity in which you are completely immersed. You’re not only taking in their words, but you’re also curious to learn more. When you have successfully listened, you will usually end up asking follow-up questions.
• You must actively comprehend what they are attempting to convey.
• You give them your undivided attention.
• You ask more questions than you provide answers.
• You listen first, then speak or interject.
Reading Well
When you read, you take your time to understand what the author is trying to say. Whether you’re reading a novel, an online article, or a business report, it’s critical to take your time and understand the original intent. Reading well and deeply necessitates complete attention as well as efficiency to avoid reading the same sentence multiple times. To gain a better understanding of a text, you can take notes, add comments, or summarize its contents. Deep reading has the following characteristics:
• The first time you read it, you understand what the author is trying to say.
• You manage your time well by not spending hours on a text message.
• You can easily draw conclusions, write summaries, and analyze the content.
• You make notes and memos to help you identify sections of a text.
• You are not afraid of tackling 100-page reports because you understand how to approach a large body of text.
Speaking with Impact
Speaking effectively is a communication skill that everyone requires but few possess. The fear is of speaking in front of an audience, such as during presentations, meetings, or speeches. If you’ve applied for a job, it could even be communicating with an interviewer. Speaking well can help you in many aspects of your life. Speaking with friends, coworkers, or clients necessitates skill, attention, and concentration. Here are some characteristics of effective communication:
• You speak clearly and concisely in order to capture the attention of your audience.
• You have the ability to effectively communicate your ideas, thoughts, and opinions.
• With a strong verbal delivery, you articulate things well.
• With practice, you can overcome your fear of public speaking.
• You are more likely to succeed in your interviews.
Proficient Writing
Linguistic abilities are insufficient without competent writing abilities. Writing well entails being able to present your ideas succinctly. To write well, you don’t have to write long, complex sentences stuffed with heavy vocabulary. What you do need is the ability to express yourself in short, concise sentences. Writing well will benefit you in business communication as well as if you work in a creative field that includes copywriting, blogs, or social media posts. Here are some examples of effective writing:
• You understand how to structure your writing to pique the reader’s interest.
• You can make your communication more interesting by telling a story with your words.
• Your writing is concise, clear, and precise, with no unnecessary wording.
• You have the ability to express yourself verbally.
• Long reports and texts can be summarized for easier comprehension.
These four language skills are the foundations of effective, impactful, and powerful communication. Developing, refining, and perfecting these abilities will help you advance in your career. Let’s look at how improving your language skills can help you succeed.
“Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can’t get a message across clearly and motivate others to act on it, then having a message doesn’t even matter.”
— Gilbert Amelio – President and CEO of National Semiconductor Corp
What Are The Benefits Of Building Language Skills?
Every aspect of our personal and professional lives is pervaded by communication. You could be preparing for a job interview at your dream company, or you could be requesting leave from your boss. To perform well in each of these tasks, you must have the necessary skills.
The following are some of the benefits of improving your language skills:
Make An Impact at Work
The benefits of communication in a professional setting are limitless. Giving presentations, attending meetings, or establishing a feedback channel all necessitate compelling communication. You must make an impression on your peers and seniors. You can use your words or your ability to listen well to accomplish this. A good communicator is a good leader. Your coworkers will most likely trust you over someone who is vague and insecure.
Become a Storyteller
Storytelling is an art form in which you not only express your ideas and thoughts, but also weave a story to which others can relate. Effective communication assists you in making a compelling case for yourself. For example, you could be giving a speech at your college festival. If you can connect with your audience, they will be more willing to listen to you.
Stand Out
You stand out from the crowd because you have excellent communication skills. You can easily keep your audience engaged if you could articulate well. It is your ability to move mountains with your words that distinguishes you. Many great orators, such as Barack Obama, appeal to their audience’s emotions, which makes them difficult to forget.
Present with Precision
Communication skills will help you put your ideas into words no matter where you work or what you do. Assume you’re starting your own company. You must appeal to investors so that they will willingly invest in your company. They are more likely to trust you if you can present your action plan in detail without leaving anything out. Communication facilitates the formation of relationships by making room for trust.
Understanding Verbal and Non-Verbal Communication
Nonverbal communication is an important aspect of communication. Body language, gestures, and facial expressions are all examples of nonverbal communication. Building your language skills will help you understand these elements that aid in rapport building. You can read your interviewer’s stance by decoding their body language, for example. Nonverbal communication includes making eye contact, sitting up straight, and confidently placing your hands on your lap. Communication consists of much more than just words.
There will be numerous situations in life that will necessitate effective communication skills. Developing these abilities will inspire you to pursue your goals with confidence. You can take online courses, practice on your own or with a friend, or learn these skills gradually over time.
Formal Communication
Any communication provided in the official capacity of the professionals involved is considered formal communication. In other words, it is the communication that arises as a result of a job’s authority, accountability, and responsibility. Formal communication is typically conducted through a company’s official communication channels.
Here are some examples of formal communication:
Meetings
Scheduled Meetings. Unscheduled conversations can be formal, especially if they occur on the job.
Notices of Legal and Commercial Importance
Notices with legal and/or commercial significance. In some cases, an audit trail is required to confirm that a notice was received. A performance review, for example, could be signed by both a manager and an employee and kept as a record.
Documents
Documents that have been made available to their intended audience. Version numbers and comments such as “draft” are commonly used to indicate an unreleased document.
Reports
Reports that are distributed to stakeholders, such as a dashboard.
Publications
Information that is widely disseminated, such as a press release, blog entry, or white paper. Internal publications, such as an intranet, can fall under this category.
Social Media
Information posted to social media accounts that are officially or commonly associated with an organization.
Graphics
Signs, posters, slides, and handouts that are displayed in public places or offices are examples of graphics.
Messages
Messages sent in an official capacity, such as emails. It is common practice to keep professional and personal massage accounts separate.
Media
Media content released through official communication channels, such as videos and audio.
Public Speaking
Presentations to internal staff or at a public event such as an industry conference.
When it comes to learning languages, everyone has different strengths. Some people excel at writing, while others excel at speaking, reading, and listening. You may excel at one or more of these fundamental language skills while struggling with the others. Just make sure that you prioritize all of these abilities at the start. Once you’ve identified your areas of weakness, you can concentrate your efforts there.
Exercise: 7:8: Three-Minute Vacation
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Course Manual 9: Oral Communication
The verbal and visual transmission of information from one person to another is known as oral communication. Oral communication includes things like presentations, speeches, and dialogues.
Although words are used to convey information, nonverbal communication techniques such as body language and tone modulation are frequently used to supplement oral communication. To develop a coherent message, visual aids are sometimes used in conjunction with oral communication.
What exactly is Oral Communication?
Oral communication is defined as the exchange of information, messages, or ideas through spoken words or verbal mediums. Oral communication is the process of vocally communicating information and ideas from one person or group to another. Both formal and informal spoken communication are possible.
Individuals conversing with one another, in person or over the phone, are included. Speeches, presentations, and dialogues are examples of oral communication. As technology advances, new forms of oral communication emerge. Workers in different locations can see and communicate with one another using video phones and video conferences, which combine voice and visuals.
The importance of Oral Communication
In a professional setting, effective oral communication is essential because it is based on transparency, understanding, and trust. Employee morale, performance, and cooperation can all benefit from improved oral communication skills.
Oral communication aids in the formation of trust and dependability. Oral communication is more effective than emailing or text messaging. Oral communication can help you get your message across, eliminate misunderstandings, and reduce uncertainty in critical and delicate topics like pay negotiations and even dispute resolution.
Some of the benefits of oral communication include:
• It saves time by allowing you to send a message directly to the recipient and receive an instant response.
• It is the most secure method of communicating critical information and significant situations.
• Face-to-face communication aids in conflict resolution.
• It’s a more open form of communication because it allows you to see how others react to your words.
The speaker can quickly understand the reaction of the audience or group he or she is addressing, while the listeners pick up on many cues about the speaker’s personality. The primary advantage of oral communication is that it provides immediate feedback to both the sender and the listener. As a result, anyone may immediately request clarification or explanation.
Oral communication in the workplace can have a significant impact on the company’s overall efficiency and productivity. The efficiency of the organization will improve if ideas are properly communicated among its members. The emphasis should be on accurately transmitting the information on the first try.
Professionals must have sharp, concise, and clear verbal communication skills in order to connect with team members, customers, and stakeholders and build long-term relationships.
Additionally, oral communication is essential for learning and understanding those in your daily environment, both personally and professionally. It is an essential part of learning a language and aids in problem solving. It also allows people to exchange information quickly and conveys emotion during conversations.
An influential culture of understanding develops when the organization’s oral communication is strong. Not every speaker leaves an indelible impression on their audience. Consider what it would be like to always be able to speak with authority in a professional setting.
One of the most important skills to have in business is oral communication. Your ability to persuade, persuade, and urge people to think and act differently sets you apart from your coworkers.
The five components of oral communication:
1. Sender: The person who initiates communication with the receiver is known as the sender.
2. The medium is the format in which the message is delivered. A voicemail, for example, or a face-to-face conversation or a PowerPoint presentation.
3. The channel is the platform through which the message is delivered. For instance, a podcast, a phone call, or a meeting.
4. Receiver: The receiver listens to and decodes the sender’s message. The receiver then generates feedback for the sender in response to the message.
5. Feedback: This final stage is the reaction of the receiver, such as oral or written communication. No response from the receiver is also a type of feedback. This completes the entire oral communication cycle.
Types of Oral Communication
• Conversations between two friends, employees, or with one’s manager are examples of one-on-one conversations.
• Meetings: Decision-making and information-sharing meetings, which are frequently used in business meetings.
• Group discussions include a book club gathering and a small group project.
• Political debates and motivational speeches are examples of speeches.
• Presentations include classroom instruction, instructional presentations, and elevator pitches.
• Talking on the phone or listening to a radio show are both examples of electronic communication.
Types of Oral Communication in Business
There are several examples of oral communication in the workplace. You’ll need a variety of oral communication skills to advance in your career.
Consider the following spoken communication examples:
1. Elevator Pitch
Assume you’re in an elevator with the CEO of your company. You have 30 seconds to introduce yourself before they exit on the next floor. This is your elevator pitch in a nutshell. It’s a type of oral communication in which you have a limited amount of time to express who you are and what you want from the other person.
2. Formal Communication
Because you must deal with your bosses, coworkers, and stakeholders such as clients and customers on a daily basis, you are usually at work. Formal speeches are brief, to-the-point, and to-the-point. Because everyone has limited time, you must make your case in a few words.
3. Informal Communication
This is the kind of conversation you have with your coworkers, friends, and family. For the most part, they don’t have a set schedule. You can talk about your day, your lunch, or your weekend plans. These are friendly exchanges with a little light sarcasm thrown in for good measure.
4. Workplace Presentations
This is where you should use your speaking abilities to their full potential. You must master public speaking if you want to command a room full of people. To accomplish this, you’ll need to use Harappa’s LEP and PAM Frameworks, as well as the Four Ps of Pitch, Projection, Pace, and Pauses.
5. Speeches – Public Speaking
Speeches are essential in industries like event planning and community engagement. Speeches are intended for senior managers and business leaders.
Advantages of Oral Communication
• Some notable benefits of good public speaking abilities include:
• Because oral communication is interpersonal, there is a high level of understanding and transparency.
• In oral communication, there is no rigidity. There is some leeway in allowing changes to previously made decisions.
• In the case of oral communication, the feedback is spontaneous. As a result, decisions can be made quickly and without delay.
• Oral communication not only saves time, but also money and effort.
• In the case of problem resolution, oral communication is preferable. Conflicts, disputes, and numerous issues/differences can be resolved through discussion.
• Oral communication is essential for group energy and teamwork.
• Oral communication increases receptiveness and morale among organizational employees.
• Oral communication is ideal for conveying private and confidential information/matter.
The Disadvantages of Oral Communication
• Because business communication is formal and highly organized, relying solely on oral communication may not be sufficient.
• Oral communication is less authentic than written communication because it is more casual and less ordered.
• Oral communication saves time in regular encounters; however, protracted speeches take up a lot of time and can be ineffective at times in meetings.
• Oral communications are difficult to maintain and, as a result, ineffective.
• Misconceptions may exist because the information is incomplete and may be missing fundamentals.
Modes of Oral Communication
Oral communication is used by 80 percent of firm leaders, according to surveys. The following modes of oral communication are included:
• A landline or a cell phone
• Messages
• Intercom
• Conversation in person
• Meetings/Conferences
• Presentation
• Dictaphone/Dictation
• Conversation
• Radio
• Teleconferencing
How to Enhance Your Oral Communication Ability
To improve your oral communication skills, include the following features in your communication:
• Choosing the Correct Words
• Understanding the Audience
• Including Logical Sequence
• Having precision, clarity, and conciseness
• Avoiding Overused Phrases
• Using Your Own Voice
• Possessing Conviction
10 Effective Oral Communication Principles
Some of the key principles that improve oral communication effectiveness are as follows:
1. Words and language should have clear meanings.
2. Oral communication should be simple enough for all types of audiences to understand.
3. The information source should be trustworthy.
4. Adequacy should be present in oral communication, and excess should be avoided.
5. Oral communication should be consistent.
6. The time principle dictates that communication should not take longer than necessary.
7. There should be a balance between uniformity and adaptability, as well as emotional appeal.
8. The communicator should consult with all relevant parties, and communication should also seek feedback from the audience.
9. The communicator should be clear about the purpose of communication, as well as have empathy.
10. Communicators should practice public speaking and presentation types of oral communication.
Role-playing activity to improve oral communication skills
In Conclusion
Oral communication is communication that occurs through the use of both verbal and visual cues.
Individuals chatting with one another, whether in person or over the phone, as well as those performing public speaking or addressing large groups, are all examples of oral communication. It includes all types of speeches, dialogues, presentations, and so on.
Face-to-face communication (meetings, lectures, conferences, interviews, and so on) and other forms of oral communication are essential for building rapport and trust.
Despite the fact that people can now write emails, SMS, instant messages, and communicate via social media, the importance of live speech remains enormous, because it is far easier and faster to say something than it is to write it. Furthermore, oral communication is more alive and unites people because reading a dry text does not allow one to see human emotions, body language, and so on. When two people talk to each other, they can establish a certain contact, treating each other more positively or negatively, depending on the situation and the human character and style of speech.
Oral communication is the primary tool for human cooperation and the primary factor that makes the existence of the human society possible.
“If you just communicate you can get by. If you communicate skillfully, you can work miracles.” – Jim Rohn
Exercise 7:9: Personal Storytelling
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Course Manual 10: Written Communication
“Writing isn’t letters on paper. It’s communication. It’s memory.” – Issac Marjon
The practice of sending messages, orders, or instructions in writing via letters, circulars, manuals, reports, telegrams, office memos, bulletins, and other means is known as written communication.
It is a less flexible and more formal mode of communication. A well-maintained written document becomes a permanent record for future use. It is beneficial in making business operations well documented, accountable, clear, and result oriented.
The most common and effective mode of business communication is written communication. Electronic mails, memos, reports, documents, letters, journals, job descriptions, employee manuals, and other forms of written communication are commonly used in any organization.
When the information to be transmitted is lengthy and includes some complex terms that cannot be explained verbally, this type of communication is used. Furthermore, the organizations keep their documents in writing so that they can be used as a reference and proof of any future transaction. As a result, it is critical for every business organization to develop effective writing skills and instill them in all of its employees.
The effectiveness of written content is determined by the correct word choice, their organization into correct sentence sequence, and the cohesiveness of the sentences. Written information is considered more legal and valid than spoken words. Furthermore, people rely more on written content than on what is said orally. However, unlike verbal communication, written communication does not provide immediate feedback because it is not spontaneous and takes time to be understood.
What exactly is written communication?
Written communication is defined as communication that uses written words or symbols to convey a message, information, or idea. In today’s business world, written communication skills are critical.
It is the most important component of key promotional materials for business growth. Effective written communication skills include the careful selection of words as well as their proper order in meaningful sentences, as well as the cohesive composition of sentences to convey your point or message.
The Importance of Written Communication Skills
Companies use written communication in almost every aspect of their operations.
In comparison to verbal communication, written communication is more valid and reliable. Writing is an unavoidable mode of communication in today’s information age.
It is the most important type of business communication. Good written communication skills are essential for small business owners, managers, leaders, and professionals.
Electronic mail has become a popular corporate communication tool in recent years. Indeed, its ability to deliver critical corporate information quickly and cheaply has made it a communications workhorse for businesses of all sizes and orientations.
Written business communication is beneficial when communicating with clients, customers, suppliers, business partners, colleagues, and other stakeholders.
Here are a few reasons why this mode of communication is important in business:
Economical and efficient
Written communication is inexpensive. A letter, for example, is less expensive than a long-distance phone call but can communicate the same message. Letters are also adaptable. Professionals can write letters whenever they want, and recipients can read them whenever they want. Alternatively, you could get an important phone call at any time of day, including when you’re busy.
Written communication is ideal for sending non-urgent messages. You can send a simple postcard or letter to thank a client or to inform customers about order updates, for example.
Accuracy
Many business communications are lengthy and intricate. Carefully written letters help ensure the accuracy of even the most complicated communications. Miscommunications are more likely in verbal communications, such as phone calls.
Record-keeping
Written communication is more official than verbal communication, especially when signed by one or more parties. It is a permanent record of an agreement, conversation, or deal that can be referred to in the future.
Branding and goodwill
Invitations, seasonal greetings, thank-you letters, congratulatory messages, and condolences are best communicated in writing. Personalized written messages contribute to the development of positive and respectful professional relationships. You can also use letters to strengthen customer relationships, make a good impression, and generate goodwill. You could send a written letter to a professional contact on their birthday, when their son or daughter marries, or when they receive a promotion, for example.
Written business letters personalize these situations and foster a sense of friendship. As a result, they are considered indirect business promotion tools.
Letters, in addition to communicating information and building goodwill, help to create a positive image of the company that sends them. Each letter a company sends serves as an ambassador that speaks to the organizations values and quality.
“Writing is the best way to talk without being interrupted.” – Jules Renard
Advantages of Written Communication
Writing is essential in the modern world, and it is becoming increasingly so as we enter the information era. In fact, written communication is the most commonly used mode of corporate communication.
Small business owners and managers, as well as large corporations, must learn written communication skills and encourage their employees to do so in order to maximize market presence, generate leads, and increase conversions and sales.
In this information age, written communication is more important than verbal communication. Some notable advantages of written communication include:
• It can be used to convey statistical data, charts, diagrams, and photographs, among other things, to improve the effectiveness and efficiency of communication.
• Written orders, work assignments, job distribution, and other specifics reduce uncertainty and improve clarity.
• Written communication can aid in maintaining consistency in work procedures. Text communication makes it simple to convey unpleasant or negative information.
• A well-written message can increase goodwill and help your company grow.
The Disadvantages of Written Communication
Written communication is inefficient. The cost of stationery and the labor required to register, type, and deliver letters is quite high.
If the recipients of the written word are separated by distance and must explain their doubts, the reaction is also not spontaneous. Written communication takes time because feedback is not instantaneous.
A written message takes a long time to compose. Encoding and transmitting a message both take time. A high level of language and vocabulary proficiency is required for effective written communication.
Poor writing abilities and quality harm an organization’s reputation to move through your text quickly cleared. There is an abundance of paperwork and emails to deal with.
Other disadvantages of written communication include:
• It takes time to write letters, type orders, notifications, and other documents, as well as forward them to the appropriate recipients. The feedback process is also not instantaneous.
• It’s expensive not so much in terms of postal costs as it is in terms of so many people devoting so much time to it.
• It is unable to maintain the complete confidentiality that spoken communication would have allowed.
• A written message cannot be clarified immediately if something is unclear.
• In the event that there is an emergency it is ineffective.
Examples of Written Communication in the Workplace
The following are some examples of common written communications with clients or other businesses:
• Websites
• Letters
• Proposals
• Telegrams
• Faxes
• Postcards
• Contracts
• Advertisements
• Brochures
• Publications
• Memos
• Reports
• Bulletins
• Position descriptions
• Employee manuals
• Emails
• Messages, and so on
Effective Written Communication Elements
Written communication abilities are comprised of 9 critical components. Here are some examples of each of these components that will provide ideas to help you improve your written communication skills:
1. Identify and state your goal clearly.
A clear goal is communicated to the reader in effective written communication. Clearly state what you want the reader to do or know.
Clarity helps people understand the message you’re trying to convey. You can reduce the likelihood of inaccuracy, misunderstanding, miscommunication, and blunders by making your writing more precise. Clarity is achieved by using primary language and avoiding complicated terms or phrase patterns.
The following example demonstrates the significance of clarity in written communication:
“Utilize your knowledge to decide whether to start from scratch or improve an existing web design.” Follow the link below to learn more about the new assignment. Please contact the project manager if you have any questions.”
The message above expresses the writer’s expectations and outlines what readers should do if they require additional information.
2. Use the appropriate tone
Tone can improve the effectiveness of your writing. Certain types of communication, such as memorandums, necessitate a formal tone. Writing to a friend, on the other hand, necessitates a more casual tone. The tone you use is determined by the purpose of the writing as well as the audience.
3. Maintain simplicity
Jargon, expressions, and large or complex words should be avoided. You want to make it easy for the reader to understand what you are saying, regardless of their familiarity with your company or industry.
4. Remain on topic
Stay away from irrelevant information. Clarity is critical. Keep paragraphs and sentences short because complex and lengthy statements slow down the reader. Include only words that add value to the reader and keep your main goal in mind.
5. Make use of active voice
Active voice improves your writing and makes your statements more understandable. Active voice also engages and maintains the reader’s attention. “The letter was sent by me,” for example, is an example of passive voice. If you rewrite this statement in active voice, it will be more clear and concise: “I sent the letter.”
6. Be sure to use proper grammar and punctuation.
Grammar and punctuation aid in effective communication by making your work clear, engaging your readers, and preventing misunderstanding. In professional communication, grammar and punctuation help to deliver accurate information to readers.
Example: “For our content marketing, we require the use of blogging platforms, word processing programs, design tools, collaboration apps, and communication tools for our next campaign.”
7. Have your writing proofread by someone else.
Punctuation, spelling, and grammar are critical. Before you send or share your writing, have someone else read it. If no one is available, read it to yourself aloud.
8. Make it simple to read and scan.
Emails, memos, letters, and websites with short text and lots of white space are easier to read than text-heavy communications. Divide your content into easy-to-read paragraphs or sections. This is especially important when viewers are reading on a screen, such as when reading web content or emails. To make your text easier to understand, use bullet points, headers, and short paragraphs.
9. Be professional
Maintain a professional tone when writing for work. Avoid making jokes or discussing sensitive topics that the reader may interpret incorrectly. A professional tone, especially in formal communications, instills trust and respect in the reader.
10. Practice
The more you write, the better your written communication skills will become. Write a variety of communication types on a regular basis, including:
• Emails
• Letters
• Publications
• Blog posts
• Memos
• Reports
• Website content
Consider writing hypothetical press releases and advertisement copy instead of documents that your organization intends to send or publish. Allow a friend or colleague to read your writing and provide feedback so that you know what to improve when your manager asks you to write a professional communication.
Case Study Verbal vs Written Communication
Situation Description:
As a result of the heavy snowfall this week and a serious problem with non-delivery of parts, the Company General Management has decided that the company will be closed and will not be working next Friday. The non-working day will be deducted from the extra vacation days negotiated in the current Collective Agreement for these cases. To that end, this decision must be communicated to all those affected within 24 hours. The company employs 900 people who work in three shifts. It is critical to achieve the goal. (Communication to all persons affected by the decision) within the time frame specified, which is the legally mandated minimum, in order to avoid future lawsuits. Set out the appropriate communication process to achieve the goal within the time frame specified.
Solution:
There are several solutions to this case, but it is best to make preliminary considerations before contributing the most effective solution. These considerations may help to determine the quality of the proposed solutions: • • • • • • • The goal of informing ALL WORKERS must be achieved. The workforce must be informed within the time frame specified. It is a legal requirement. Because the subject concerns the overall organization of the company, it is critical that transmission take the hierarchical route. For the same reason, and because there is still time, said notification should take place at work.
Workers’ representatives must be notified as soon as possible. The Legal Adviser, who must have been involved in the company decision, must ensure that the transmission to all employees is reliable and consistent. Because the Hierarchic Line must participate, it is necessary to make the task easier by drafting written support. It also ensures transmission uniformity.
Process:
1. Writing a clear, concise explanatory note explaining the problem, the decision made, and who makes the decision.
2. Photocopies were made for all employees. The information process is also decided, chosen with the full Hierarchic Line’s participation, and validated by the Management Committee.
3. Information on the decision and the procedure for workers’ representatives.
4. Each member of the Management Committee gathers their team in 10 minutes, explains the note, and hands them a sheet instructing their assistants to do the same with their respective teams, at the workstation, and until all workers are informed within the time frame specified.
5. The end result will be that everyone has been informed by their superior, using the same explanatory script (written note) and written support. There would be plenty of time to get to the three working shifts.
In Conclusion!
To summarize, written communication is defined as any form of massage, idea, or information exchange in writing to channelize a business process involving employees, managers, or leaders.
Written communication is defined as the practice of writing letters, articles, circulars, manuals, telegrams, reports, office memos, and so on between a sender and a receiver in both personal and professional domains.
Written communication is an important skill to have in today’s information age. Most jobs necessitate written communication, whether via email, formal letters, notes, text messages, or online messaging. Written communication skills enable you to give effective direction.
Exercise 7:10: In So Many Words
Course Manual 11: Interviewing Skills
Having the necessary interviewing skills to attract the best talent is unquestionably critical to a company’s success. Excellent interviewing skills indicate that the company can hire the right people to move the organization forward. Excellent interview skills will help you succeed in your career, whether you decide to run a recruitment agency or help your company hire the best people.
What exactly are interviewer skills?
Interviewer skills are the knowledge and abilities required for a recruiter to conduct an effective interview process and ultimately hire the best candidates for a position. It is worthwhile to practice effective interviewing. It expedites the hiring process by shortening the list of suitable candidates.
Being a good interviewer ensures that you get the most out of each interview. Preparation, good listening skills, and consistency are all important aspects of effective interviewing. In this article, we will discuss why it is important to be a good interviewer as well as some tips you can use to make your interview process as effective as possible.
For an interviewer to be considered good, they must employ specific strategies and techniques before, during, and after the interview. In this way, interviews fulfill their function of identifying and selecting the best possible candidate for a job opening. A good interviewer is always highly valued by their organization. As a result, mastering and effectively applying these interviewer skills boosts your value in your organization. This also improves your job stability.
What are the benefits of being a good interviewer?
Being an effective interviewer allows you to attract and hire the best candidates for positions in your company. Because interviewing is such an important part of the hiring process, being as efficient as possible during the interview process ensures that you not only find the right people for the job, but that those people are eager to join your organization.
Here are some more reasons why being a good interviewer is important:
• It enables you to identify which candidates have the most relevant experience and skills for the job.
• You can determine whether a candidate will fit into your company’s culture.
• It ensures that the best candidates are as enthusiastic about your organization as you are about their professional credentials.
• You can be certain that a candidate is worthwhile of the company’s time and resources to train and develop.
• It increases the likelihood that the candidate to whom you extend the job offer will accept it.
• It enables you to make the best use of your hiring resources, including time spent interviewing candidates.
Top interviewer skills for a smooth interview process
The following are the top interviewer skills that every recruiter should have:
1. Active Listening
Active listening is a skill that requires you to interact positively with another person who is speaking while refraining from offering commentary, judgment, or advice. Listening, an important aspect of communication, can be classified as active or passive. When you listen passively, you hear the words but do not focus on the speaker’s message. Active listening entails paying close attention to the speaker in order to comprehend their point. You never interrupt the speaker as an active listener. Instead, you paraphrase and repeat their points to ensure you understand the conversation.
You must ensure that you are hearing and comprehending as much information as possible from the candidate. In an interview, candidates will do the majority of the talking, so you must learn to actively listen while they discuss their skills and experience. Active listening assists you in understanding the candidate’s personality and skills, as well as determining whether they are a good fit for the company. Active listening also includes being aware of the speaker’s body language. This necessitates observing physical behaviors such as facial expressions, gestures, and posture. These minor movements can reveal a lot about your candidate’s confidence and attitude.
2. Social and Emotional Intelligence
Emotional intelligence is an important interview skill because it allows you to make the best decision about a candidate. In an interview, it enables you to respond to any situation. This skill also aids in determining the candidate’s emotional capacity. This will assist you in determining the candidate’s self-awareness and regard for the emotions of those around them. Emotional intelligence is a necessary skill for effective workplace collaboration.
You can make decisions with any candidate based on their merit if you have a high level of emotional intelligence. You can also control your emotions so that you can handle any situation calmly and professionally. Emotions are dynamic and influenced by a variety of factors. You must be professional while also making the candidate feel at ease and welcome in the meeting. This allows them to unwind and explain their skills and expertise without feeling rushed.
3. Friendliness
Addressing candidates politely and with friendliness goes a long way toward putting them at ease and ensuring a smooth interview. The majority of candidates are nervous before an interview. As a result, being friendly and nice to them will relieve tension and give them a positive impression of your company. As a result, all interviewers must maintain a friendly demeanor toward candidates.
4. Recognizes talent
The ability to screen different people and recognize their unique talents and skills aids in making the right hiring decision. An interviewer’s ability to recognize skilled individuals allows them to identify and focus on potential employees. This is especially useful when there are a large number of candidates to interview. Hiring resources, particularly time, can thus be effectively managed.
5. Conversational skills
Possessing conversational skills allows you to get your candidates to relax so you can get a sense of what kind of person they are. Another characteristic of an effective interview is the presence of a memorable moment between the interviewer and the candidate, as the interview process marks the beginning of a work relationship.
The interviewer’s ability to engage the candidate in a fun conversation increases the likelihood of obtaining important information from them. People tend to open up more and communicate more effectively when they are relaxed. If you want to get the most out of an interview, you should make a concerted effort to improve your conversational skills. This will undoubtedly improve your interview success rate.
6. Job-related knowledge
Understanding the requirements of the available job, as well as the qualities and technical skills sought, is critical for every interviewer. Knowing what to look for in a candidate requires at the very least a general understanding of the role for which you are interviewing candidates. It is necessary so that you can relate to the candidate’s responses.
As a result, you should spend some time researching the job and its requirements so that you can identify the ideal candidate when you come across them. It helps you know what you’re looking for and saves time on candidates who don’t fit the bill.
7. Objectivity
You must be able to make decisions based solely on facts and observable phenomena, without regard for bias or personal prejudice. A good interviewer treats all candidates equally and fairly, without allowing personal preferences to influence their decision-making process. The ability to recognize potential biases and set them aside is essential in all aspects of your life. This is especially important when conducting an interview to find the best candidate for the job based on their skills and experience.
Tips for Improving Your Interviewing Skills
Follow these helpful hints to improve your interviewing skills and advance your career:
1. Plan practice sessions
Organize a mock interview, also known as a practice session, with your colleagues. This improves your interview process because you get other people’s feedback to help you make changes. You’ll have a better idea of your word choice, conversational skills, and other previously discussed skills. You’ll also have an idea of what kinds of responses you might get from candidates. Consider how a candidate should prepare for an interview and prepare accordingly for your side.
2. Conduct research on the candidate
Conducting research on the candidates provides you with information about their personality and work history. This knowledge makes the interview process more efficient by allowing you to know what questions to ask.
It will also help you understand how to communicate effectively with each of them. Finally, it demonstrates to individuals that you care about the people you hire, which aids in attracting top talent.
3. Prepare questions ahead of time
If you’ve determined who the ideal candidate should be, you must prepare interview questions that will put those skills to the test.
4. Be flexible
Being flexible means that you must be capable of making changes to your interview plans based on circumstances. You must be willing to accept a few deviations from your original plan as long as they are beneficial to the interview. Although having an outlined stepwise guide helps keep the interview organized, you must also be flexible during the course of the interview.
5. Talk less and listen more
Ask appropriate questions, speak, when necessary, but always allow the individual to express themselves. Listen actively and keep an eye out for nonverbal communication techniques. Don’t forget to make your candidate feel at ease. This can be accomplished by allowing them to speak, convey their message, and communicate with you effectively.
When You’re The Interviewee
Interviewing is an important part of the hiring process, and it is critical to make a good first impression. Communication skills and professionalism are two qualities that will help you succeed in that interview. The more you know about interview techniques, the better prepared you’ll be for your next interview.
Interview skills are abilities or behaviors that enable a person to be more effective during the interview process for a new job. Not all interview skills are conventional; rather, many interview skills assist candidates in preparing for and participating in job interviews. Acing job interviews necessitates extensive preparation as well as the ability to be at ease and confident when discussing your skills, experience, and qualifications with hiring managers.
10 interview skills that will set you apart as a candidate
The following are a few of the most important interview skills that can help you stand out from other candidates during the interview process:
1. Conduct research
Before you go into an interview, you should do your homework on both the company and the position you’re applying for. There are several methods for researching an organization, including:
• Examining their website, particularly the “About” page
• Googling the company name and reading any press releases or other available information
• Inspecting the company’s social media platforms
• If possible, speak with company employees.
• Investigating job boards that provide feedback on the company from current and former employees
You should also take the time to learn as much as you can about the job you are interviewing for. Examine the job posting thoroughly, check the company website for the job listing if it is available, and look up current employees who hold the same or similar positions. You can also look up the job title in general to get a better idea of what to expect and typical duties in that position. The more you know about the job, the better prepared you’ll be for the interview.
2. Preparation
You should never enter an interview unprepared. This may reflect negatively on you as a candidate, and most hiring managers can easily detect unprepared applicants. Set aside at least an hour the day before or on the day of the interview to prepare. Here are some things you can do to prepare:
• Reread the job description and identify the positions’ most important responsibilities and requirements.
• Prepare several specific responses to potential questions about the position you’re applying for and the responsibilities that will be expected of you.
• Make a list of the most important aspects of the job so you can refer to it when answering and asking questions during the job interview.
• Spend a few minutes, if not hours, researching potential interview questions related to the position you’re applying for and the industry in which the company operates.
• Look up interview questions that aren’t directly related to the job but may still be asked. Practice a few behavioral and situational interview questions, for example.
• Practice answering interview questions with a friend or family member to ensure that you are comfortable answering questions during the actual interview.
• Prepare a list of specific examples from your previous job experience, such as milestones, challenges, and successes. These will supplement and strengthen your interview responses.
• Examine your research notes on the company to ensure that the information is fresh in your mind when you go into the interview.
3. Punctuality
Arrive at least 15 minutes before the scheduled interview time on the day of the interview. Punctuality is an important characteristic that hiring managers and employers value because it indicates how punctual you will be on a daily basis if you are hired for the position.
Consider planning your outfit the night before and ironing it so it’s ready the next day to ensure you arrive on time. Back up your purse or briefcase the night before and have a copy of your resume and cover letter on hand. Set an alarm and ensure you have reliable transportation for the interview time.
4. Professionalism
Professionalism has several components, all of which are important when attending a job interview. To begin, make certain that your attire is professional and tasteful, as well as neatly pressed and clean. Wearing clothes that are too casual, too big, or too small, too revealing or too flamboyant is not recommended.
Choose neutral colors that complement each other and are not distracting or offensive. If you are unsure about the dress code for the interview, dress more formally to avoid looking too casual.
When checking in and greeting the interviewer at the interview location, use professional language. Be courteous to everyone you encounter, including coworkers and receptionists. The more polite and professional your actions and words are, the more kind and pleasant you will appear to employers.
5.Communication
During the job interview process, good communication skills are essential. This includes skills in written, verbal, and nonverbal communication. Here are a few key points to remember when communicating with others during an interview:
• Address the interviewer by name and make sure the name or names are pronounced correctly.
• Begin the interview with suitable small talk. It’s best to come prepared with a few professional and interview-appropriate conversation starters.
• Adjust your communication style to that of the hiring manager. For example, if the hiring manager is communicating professionally, try to match their tone. If they’re more upbeat and cracking jokes here and there, don’t be afraid to do the same.
• When the person you’re interviewing is speaking, don’t interrupt them.
• When speaking with the interviewer, avoid using jargon or abbreviated language.
• Avoid using speech fillers such as “um” and “like.”
• Take after the interviewer’s body language. For instance, if they are sitting upright with their hands on the table, do the same.
• Be conscious of your own body language to ensure that you are presenting yourself professionally and positively.
6. Listening
Another important aspect of a successful interview is good listening skills. It’s easy to listen to someone speak and think about how you’ll respond. While this may appear to be prudent, it can also prevent you from hearing what the other person is saying. When the hiring manager speaks, listen carefully, paraphrase what they say in your head or out loud when appropriate, and use nonverbal cues such as nodding, making eye contact, and leaning in when the other person is speaking.
To ensure effective communication, you should also ask for clarification if you misunderstand something said. Avoid abruptly changing the subject and pay attention to any nonverbal cues provided by the interviewer, such as facial expressions and tone of voice, to better understand what is being said.
7. Ask Questions
During or after an interview, hiring managers frequently ask candidates if they have any questions. Interviewers look for candidates who ask genuine questions to help them understand the company and the role. Arrive at the interview prepared with a few questions to ask the interviewer that show genuine interest in the opportunity and provide an opportunity to discuss aspects of the job that may not have been covered.
8. Be Confident
Confidence has a significant impact on how interviewers perceive you. Arrive prepared to discuss your experience, accomplishments, and abilities in a confident manner that conveys your own belief in your ability to perform the duties of the position you applied for. Rather than simply boasting about your credentials, strive to exude a balanced and kind sense of confidence.
9. Show Enthusiasm
During a job interview, it is critical to demonstrate your genuine interest in the position. If you exude disinterest or apathy, the interviewer may conclude that you don’t truly want the job or care about the outcome of the interview. Work to demonstrate genuine interest in the organization and position, as well as a passion for your work and your abilities to complete the job’s duties.
10. Follow-up
Many recruiters and hiring managers believe that following up soon after an interview is critical. A simple thank-you card, or email can go a long way toward demonstrating to the interviewer that you are genuinely interested in the position and appreciate their time. Send a follow-up email or note the same day as the interview, or at the very least the next day.
“My interviewing style and my approach to things is that, yes, it’s okay to be sincere; it’s okay to be yourself; it’s okay to be real.” – Eddie Trunk
Exercise 7:11: Mock Interview
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Course Manual 12: Improve Communication
Communication is an afterthought or even a “necessary evil” for some executives. According to a Harvard Business Review/Harris poll, 91 percent of U.S. workers believe communication issues are a major hindrance for business leaders.
The root cause of most problems at work is lack of communication (not being honest or holding back information). This can lead to curbed teamwork, it stunts innovation, wastes millions in productivity and restricts the ability to generate new business.
Successful organizations maintain open lines of communication at all levels, including the top. According to Project Management Institute research, leaders who are effective communicators are five times more likely to be high performers than those who are only marginally effective. Similarly, improved communication means fewer company dollars are at risk.
When the leader can clearly identify their role within the company, they will feel more secure in their value they bring allowing them to confidently speak out. When you as a leader gain clarity on your role in the company, align with your company’s mission, create a supportive environment that welcomes employees honestly, ideas, thoughts and feedback allowing the employees to use their skills and shine!
What can executives’ leaders and top corporate communicators do to ensure effective communication amongst their team?
9 Best Practice for Executive and Leader Communication
Here are 9 best practices recommended by communication experts, researchers, and successful executives:
1. Promote a communication culture.
Communications expert Walter G. Montgomery writes on the website of the University of Pennsylvania’s Wharton Business School, “It’s important for everyone to know that the CEO takes communications very seriously.” Everyone in an organization will be more willing to listen and engage if everyone understands that communication is a key value rather than an afterthought.
2. Do not be afraid of training.
Montgomery goes on to say that top executives should “insist on training initiatives to ensure people can carry out their communications duties effectively.” These training requirements should also apply to executives.
3. Be as specific as possible.
Employees are busy, which means they don’t have time to investigate the meaning of an executive speech or email. Get rid of meaningless platitudes and jargon. Say what you mean and make it clear to employees what you expect them to do.
4. Be more than a cheerleader.
According to the Institute for Public Relations, today’s employees are looking for ways to demonstrate their “ethic of contribution” to go above and beyond normal job performance, so challenge them to achieve rather than simply pointing to what they’ve done.
5. Establish a common goal.
Everyone in an organization should be working toward the same goal, and executives must make that goal clear. According to David Hassell of the American Management Association, “when employees operate at cross purposes, communication is critical in setting things straight.”
6. Use your own voice.
Employees want to speak with someone. They are not interested in canned, committee-written edicts. “The lower your pedestal, the more they’ll rally behind you,” Inspiration at Work’s Alexandra Levit told Inc.
7. Engage in conversation.
Communication does not stop when you send an email or deliver a speech. “Meet the enthusiastic sharing of ideas, insights, and concerns with positive reinforcement, never reproach, no matter how critical,” Hassell writes.
8. Use a multi-pronged strategy.
When it comes to communication, different employees have different expectations. Some people prefer to interact with a manager in person, while others prefer to read messages in newsletters or other company-wide emails. Others may consult the company intranet. Create different versions of your key messages for each audience in your organization to ensure everyone is on the same page.
9. Track your progress.
According to the Institute for Public Relations, “best in class companies relentlessly track strategies, tactics, and channels.”
“Communication is a skill you can learn like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.” – Brian Tracy
Communication Between Departments
According to a report from The Economist Intelligence Unit, nearly 60% of employees in the United States report “inadequate communication between departments” at their workplaces. And, year after year, cross-departmental communication is consistently ranked as one of the areas where businesses need to improve the most.
Getting people’s attention in today’s fast-paced world is becoming increasingly difficult due to the increased use of technology.
Failures in communication can take many forms, ranging from a lack of information flow to outright hostile interactions, and everything in between. Departments frequently focus solely on their own tasks and objectives, losing sight of “the big picture” and missing opportunities that can only be realized through collaboration.
Case Study by Grammarly:
According to 86 percent of respondents in a survey of more than 1,400 corporate executives, employees, and educators, workplace failures are caused by a lack of collaboration and ineffective communication.
According to those polled in The Economist Intelligence Unit report, unclear instructions, pointless meetings, and daily stressors snowball into the following problems:
• Delays, lengthy lead times, and project failure (44%)
• Morale is low (31%)
• Performance objectives were not met (25%)
• Sales that are sometimes worth hundreds of thousands of dollars are lost (18%)
Sometimes the problem is a company-wide failure, while other times it is the fault of a single department. Recognizing the opportunity to improve interdepartmental communication is the first step toward strengthening company culture, employee engagement, productivity, and overall success.
5 steps to improve departmental communication
Each of these communication-improvement strategies and actionable steps will revitalize the workplace and lay the groundwork for a more enlightened company culture.
1. Prevent team members from working in silos.
Silos can naturally form when as few as eight team members collaborate on a project. Without prompt action, a silo can devolve into toxic groupthink, discouraging the team from collaborating with colleagues in other departments, including their own. Management can combat this by doing the following:
• Pull everyone into the initial project planning to set a foundation of solidarity.
• Ensure department managers see how free-flow communication benefits them.
• Consider how office redesign can have an impact on collaboration.
• Relocate departmental teams to be in closer physical proximity to one another.
• Have members from different departments sit in on each other’s meetings as applicable.
• Use collaborative customer relationship management (CRM) software that provides equal access to information.
2. Establish company-wide goals.
When individual departments prioritize their own objectives, cooperation suffers, and the entire company loses its sense of direction. The solution is to establish company-wide, high-level goals in order to bring disparate teams together. In doing so, management should keep the following in mind:
• Allow department heads to define and communicate company-wide goals.
• Ask department heads to explain why their goal is important not only to their unit, but also to the organization as a whole.
• Discuss how larger company strategies can be aligned to achieve departmental objectives.
• To reinforce a common goal, use emails, newsletters, and daily messaging.
• Encourage questions and feedback by cascading communications to all teams.
• Regular statements are issued, and town hall meetings are held across departments.
• Encourage department heads to collaborate and support one another.
• To boost morale, share good news and individual or department “wins.”
3. Encourage regular team interaction.
Having departments interact with one another on a regular basis is the best way to break down silos. To ensure team alignment, you may already hold regular in-person meetings, Zoom presentations, and conferences. Introducing communication platforms enables immediate interactions as needed, which is critical to maintaining a constant flow of communication throughout the workday. Management and department heads can put this into action by doing the following:
• Schedule regular interactions with teams at a predetermined time and location.
• When teams cannot meet in person, hold video conferences, encouraging team members to turn on their cameras to foster connectivity.
• Allow for daily synchronization via a communication platform.
• Hold weekly leadership meetings to discuss common problems and solutions.
• Create a variety of clubs to foster shared interests that are not related to work.
• To foster camaraderie, organize team lunches and other social events such as picnics, happy hours, offsites, and lunches.
• Encourage team members to meet as needed without the need for management intervention.
4. Create cross-functional teams and use project management platforms.
Cross-functional teams are the backbone of workplace productivity and satisfaction. These synergistic teams provide employees with access to and exposure to team members with whom they may not normally interact. This creates an environment in which everyone can broaden their skill sets while still working toward common project and business goals. Management should try the following methods to implement these teams within an organization:
• Build teams with diverse sets of experiences, skills, and backgrounds.
• Establish distinct roles and objectives for each participant.
• Workflows should be aligned with project management tools (such as Taskworld, Asana, Trello, and Wrike).
• Encourage teams to use communication tools such as Zoom, Google Chat, or Slack to maintain an open line of communication.
• Improve collaboration with Google Docs, Dropbox, and other cloud storage services.
• To avoid communication breakdowns, re-evaluate processes on a regular basis.
5. Maximize Email Subject Lines
Email should be one of the primary modes of communication in the workplace, which means that employees may receive dozens of emails per day. So, if you need someone’s immediate attention, make sure you use action words in the subject line, such as act or urgent. This allows receivers to determine which messages should be prioritized and dealt with first.
Consider using an email measurement tool to improve your internal email communications even more. You can use these tools to monitor open rates, click through rates, read time, email campaigns, and much more.
6. Choose communication tools with a short learning curve.
While encouraging communication is an important goal for businesses, ensuring it is done in a productive, professional manner is another challenge. Some team members may be out of touch with communication best practices, and in some cases, poor communication can lead to employee rifts, frustration, and a loss of productivity.
Implementing a social collaboration solution is one of the best ways to improve internal communications in the workplace because it allows employees to collaborate on a single network. Employees can share news, work, and information, as well as make decisions and solve problems regardless of where they are located.
Here’s how management can introduce a tool (Such as: Grammarly Business, Writer, or Ginger) effectively:
• Involve team members from various departments in testing the new tool.
• As requested, or required, provide best practice trainings.
• Encourage team members to share newly acquired writing tool tips and tricks with the company.
• Examine performance metrics and analytics to see how well teams are using the tool and if there are any areas for improvement.
7. Connect in Person if Possible
With more people working from remote locations, one of the most significant barriers to collaboration is physical location. There are numerous solutions to the problem, including video chat and conferencing. Both are inexpensive and effective ways to bring your team together to discuss projects and ideas. Another forgotten mode of communication is the telephone—having a real conversation can be more productive and easier than communicating via email.
Improved departmental communication affects not only teams and internal progress, but also other critical areas of your business.
Improved internal communication has a cascading effect.
When done correctly, improving communication between departments can result in a “domino effect” with several potential benefits:
• Significantly positive effects on employees:
• Employees are “most motivated” when they receive regular company news updates from management, according to 85 percent of employees.
• Employee stress and healthcare costs are increased as a result of poor communication. Stress is estimated to cost the United States $300 billion per year.
• Job satisfaction: While more than a third of employees (36%) consider communication between departments to be “very important” to their job satisfaction, only 21% are currently “satisfied” with the current state of affairs. Furthermore, when asked what factors most influence job satisfaction, 43 percent said teamwork within their department and 48 percent said communication with senior management.
• Tenure: Companies with effective internal communication are 50% more likely to have low turnover.
• Happier customers: According to Harvard Business Review, a one-star increase in a company’s Glassdoor rating corresponds to a 1.3 out of 100 increase in customer satisfaction scores.
• Social selling: PostBeyond discovered, in collaboration with Golfdale Consulting, that employee-shared brand messages reach 561 percent more people than corporate-branded social channels.
• Conversions: Employee social marketing leads convert seven times more frequently than other leads.
• Trust and loyalty: Nearly one-third of consumers said the “most important” factor in deciding whether to become a loyal customer is “how a company treats employees.” For 27 percent of consumers, how a company treats its employees was the most important factor in deciding whether to try a new brand.
An improvement in the company’s health and revenue, including:
• Reduced turnover: It costs employers roughly 33% of an employee’s salary in recruitment, training, and lost productivity to replace an employee. It is possible to reduce turnover by 75% by improving communication and company culture.
• Organizations with effective cross-departmental communication programs outperform their peers three and a half times more often.
• Productivity: Companies that strive to improve employee connections see a 20–25 percent increase in productivity.
• Time management: The average mid-sized company professional spends 17 hours per week clarifying misunderstandings, which costs 30 days or $500,000 per year.
• Profits: Companies with effective communication strategies have 47 percent higher total shareholder returns.
The significance of improving communication between departments cannot be overstated.
Its success affects all aspects of a company, from its employees and customers to its overall health and revenue.
“Effective teamwork begins and ends with communication.” – Mike Krzyzewski
Exercise 7:12: Blindfold Stroll
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Workshop Exercises
Advanced Communication Exercises
01. Communication Meaning : Explain in your own words how this process will directly impact upon your department?
02. Business Communication : Explain in your own words how this process will directly impact upon your department?
03. Conflict to Creativity : Explain in your own words how this process will directly impact upon your department?
04. Communication Process : Explain in your own words how this process will directly impact upon your department?
05. Types of Communication : Explain in your own words how this process will directly impact upon your department?
06. Communication Styles : Explain in your own words how this process will directly impact upon your department?
07. Barriers to Communication : Explain in your own words how this process will directly impact upon your department?
08. Language Skills : Explain in your own words how this process will directly impact upon your department?
09. Oral Communication : Explain in your own words how this process will directly impact upon your department?
10. Written Communication : Explain in your own words how this process will directly impact upon your department?
11. Interviewing Skills : Explain in your own words how this process will directly impact upon your department?
12. Improve Communication : Explain in your own words how this process will directly impact upon your department?
SWOT & MOST Analysis Exercises
01. Undertake a detailed SWOT Analysis in order to identify your department’s internal strengths and weaknesses and external opportunities and threats in relation to each of the 12 Advanced Communication processes featured above. Undertake this task together with your department’s stakeholders in order to encourage collaborative evaluation.
02. Develop a detailed MOST Analysis in order to establish your department’s: Mission; Objectives; Strategies and Tasks in relation to Advanced Communication . Undertake this task together with all of your department’s stakeholders in order to encourage collaborative evaluation.
Project Studies
Process Review:
As a whole, the Women Empowerment Program aims to create a better culture and a level playing field for women in your organization. Each workshop is designed to delve deeply into a specific topic so that we have a clear understanding of how to apply the information in our daily personal and professional lives. This Workshop – Advanced Communication – focuses on Step 4 of the Business Transformation Process – Advanced Communication and Presentations Skills.
After completion of the Advanced Communication workshop, and after going through the implementation exercises in this Project Study it will be clear to see how to best incorporate these new processes into your organization. You and your team will walk away with learn new skills to develop your executive presence and influence so you can more effectively lead and inspire your team.
This Workshop and Project Study focuses specifically on the following areas and strategies:
1. Build a communication system that works for your organization.
2. Learn strategies to turn conflict to creativity.
3. Identify 4 types of communication and how to use them.
4. Tips for maximizing communication efficiency.
5. Learn the 8 steps in the communication process and the 5-step rule.
6. Discover the 8 most common communication models in business communication.
7. Identify the 4 key language skills and how to use them.
8. Gain access to the 5 components to oral communication and 9 critical components to effective written communication.
9. Learn top interview skills.
10. Discover best practices for executive and leader communication.
11. 5 steps to improve departmental communication.
12. How to implement a social collaboration solution to improve internal communication.
Personal Implementation Exercises:
**Complete the exercises below after you complete the following courses in this workshop.
1. Identify your personal communication style.
2. What is your biggest challenge when it comes to communication within your organization?
3. What can you do to personally to help improve the communication within your organization? (List 3 or more items)
4. Write an email message to your team or fellow teammates using the tips provided in Course Manual 7:10.
5. Identify your strengths and weaknesses within the interview process.
*** Share what you learned with your group. ***
Project Study (Part 1) – Customer Service
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 2) – E-Business
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 3) – Finance
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 4) – Globalization
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 5) – Human Resources
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 6) – Information Technology
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 7) – Legal
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 8) – Management
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 9) – Marketing
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 10) – Production
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 11) – Logistics
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Project Study (Part 12) – Education
The Head of this Department is to provide a detailed report relating to the Advanced Communication process that has been implemented within their department, together with all key stakeholders, as a result of conducting this workshop, incorporating process: planning; development; implementation; management; and review. Your process should feature the following 12 parts:
01. Communication Meaning
02. Business Communication
03. Conflict to Creativity
04. Communication Process
05. Types of Communication
06. Communication Styles
07. Barriers to Communication
08. Language Skills
09. Oral Communication
10. Written Communication
11. Interviewing Skills
12. Improve Communication
Please include the results of the initial evaluation and assessment.
Program Benefits
Marketing
- Customer experience
- Sales support
- Effective communication
- Positioning power
- Market growth
- Increased ROI
- Increased productivity
- Competitive advantage
- Improved image
- Accelerated growth
- Cutting edge
Management
- Increased collaboration
- Leadership excellence
- Improved communication
- Happier team
- Empowered employees
- Positive environment
- Innovation
- Augmented skills
- Valued skills
- Increased productivity
- Increased engagement
Human resources
- Improved culture
- Happier workplace
- Greater retention
- High-impact teams
- Growth mindset
- Increased engagement
- Improved management
- Leadership excellence
- Improved skills
- Strong Communication
- Empowered employees
Client Telephone Conference (CTC)
If you have any questions or if you would like to arrange a Client Telephone Conference (CTC) to discuss this particular Unique Consulting Service Proposition (UCSP) in more detail, please CLICK HERE.