Communication is not just what is said, it’s what’s heard.
This phrase used to ring true to so many of us. It used to be the one cliche that governs our thinking of communication. It used to be our go-to definition for communication. One must be very cognizant of what they are communicating if they are in a management position.
If you are striving to successfully lead a group or organization of people, interpersonal communication can make or break your efforts.Interpersonal Communication is defined as “A process by which information is exchanged between individuals through. (Communication,” Merriam-Webster. com. 2011) Communication in the workplace has gotten worse in the last decade and there are many reasons for this. Some of the improvements in workplace communication are attributable to the attention it has gotten in regards to customer service.
In 2008 after the United States was declared to be in a state of recession, organizational leadership, nationwide, began to capitalize and improve their customer service as a way to increase sales and revenue. It was quickly discovered that companies everywhere needed improvement.The culprit at the center of this discovery was our beloved cell phones. Across America it was discovered that employees were glued to their cell phones even when dealing with customers. People who use cell phones in a public place generally ignore others, as if they weren't there.
That indicates one's priorities and hence social values. (Bugeja 2004) Cell phones have created an environment that fosters bad communication. While everything with cell phones is not a negativism, it has allowed us to become poor communicators. Cell phone, Blackberries, pagers, etc. , are given out to employees in most companies.
Many managers feel as if their cell phones are required for communication. Sadly they have hindered them. There are many personal observations I have seen to attribute to this. When an employee is allowed a cell phone that is to be used strictly for business communication, it allows the employee to email, call, or text immediately in response to, or to begin a dialogue. This is not always a good thing.
We are allowed to interpret anything we see over email, over text, or hear over the phone however we wish. The information that is communicated goes through your own filter.We hear what we want to hear not necessarily what was intended. You read what you want to read and internalize it in our own way, not necessarily in the way it was intended. While cell phones are not all bad and our society will never see another day without them, managers must be careful to use them in a way that lets us maintain their professionalism, civility, and humanity. When one uses the cell phone all the time it allows him to lose his edge on certain skills that are necessary for face to face communication.
(Bugeja, 2004) Another disadvantage to using cell phones is that some may become “email bold”.This is not just limited to the cell phone, this is also with email. There is no doubt we are going to encounter emails and other communications we do not like and may be downright rude! The all too often response is to be rude right back. Not only is this not how we are to behave as Christians in the workplace it is wrong to say or communicate anything over any technology that we would not say to a person’s face. This is known as being “email bold” or “hiding behind the computer. ” When we are not in the practice of communicating to one another face to face, we lose valuable interpersonal skills.
We may not want to admit we are email bold or that we are hiding behind the computer, but where one skill is not sharpened another bad skill takes the lead. Face to face communication in the workplace keeps us honest. I am a true believer in this. Many people do not want to believe that honesty and communication are intertwined.
When we do not speak the truth it is our human nature to not want to speak face to face or make eye contact. You will never have a problem finding someone who has a manager who [uses] communication to deceive. This can have a sickening ripple effect. As the manager you are to set the example!If you are behaving in a dishonest manner or not setting the bar high, you cannot be surprised if you have an organization where dysfunction runs rapid! Everyday examples of lying in the workplace include suggesting to customers that a product is better than it actually is or even promising bonuses, that never seem to arrive, to team members.
Embellishing on a track record might not seem like a big deal until you realize how many people who rose to the top by this method also came crashing down when their lies were detected or it was discovered they could not actually do what they said they could (Indvik and Johnson 2009).In fact, in several recent studies, the rate of lying on resumes or in job interviews was calculated to be 20 to 44 percent. That includes lies about past degrees, jobs, and responsibilities. For too many candidates, the desire to get ahead at all costs is more important than honesty. (Indvik and Johnson 2009).
Others argue that what is on a resume is not a form of communication. It most certainly is! It has set the ground work for the type of employee you may turn out to be and if that is a premise set on dishonesty we can expect to see that in your everyday communication.Speaking, emailing, and texting are not the only ways to communicate. Over half of our communications are non-verbal. My personal opinion is that non-verbal communication is the strongest and the most readable. Non-verbal communication is usually understood as the process of communication through sending and receiving of wordless messages and can be communicated through gesture, touch, posture, facial expressions and eye contact.
(Natyavidushi 2011) Cell phones, blackberries, computers all play a part in non-verbal communication.As stated earlier, cell phones are often given to employees as an avenue for workplace communication. We may integrate our cell phones when sending out our non verbal cues. For example, while sitting in a meeting with my General Manager and other Program Managers, I noticed a gentleman across the room with his cell phone on the conference table in front of him. It caught my attention because he was the only one in the meeting with a cell phone out. He continued to pick the phone up and look at the screen while the meeting was in session.
While the General Manager was speaking, this gentleman’s phone vibrated and he picked it up and began to scroll through it fiercely. I was embarrassed for this man. Not only was he tuned in to his cell phone when it wasn’t ringing, he had the gumption to completely direct his attention away from the General Manager and tune in to whatever was going on in cyberspace. Not only was he behaving quite rudely, his body language very well may have said “I don’t care what is going on in this room right now, my cell phone and my business are far more important”.The way this man behaved with his cell phone in the presence of others is a form of non- verbal communication! In the workplace we may find that our communication is being perceived a certain way when in reality we are relating normally. Everything from our posture to our handshakes and how we sit is communication.
Feedback needs to be given and observed in communications. As to the former, one cannot sit back impassively and be disengaged when your counterpart is speaking. (D’Amore 2011) If you do so, you won't connect. As such, engaging in eye contact — but not an eye staring contest — sends a message that you are engaged.Similarly, nodding your head — but not so much that you resemble a bobble head doll given out at your local baseball stadium — reflects that you are in agreement and are enmeshed in what you are hearing. Moving toward the front of your seat also shows your interest.
(D, Amore 2011) A shrug of your shoulders, a frown, or a quizzical look show that you are a bit perplexed, but at least they also demonstrate that you are fully engaged in the conversation. (D’Amore 2011) In the workplace it is very easy to make your employees or peers feel like you are not interested or engaged in the conversation just by your eye contact.Have you ever been on the receiving end of communication where the individual is speaking to you in a very professional and polite manner, but avoids eye contact at all costs? That is so confusing! What message is one trying to convey when they are obviously communicating but won’t look at you? Is it to be read as disrespect? Are they uncomfortable being fully engaged with you? In the workplace it is easy to make one feel inferior and disrespected by not making eye contact. In the early 1990’s Americans were taken by storm with voicemail.Some may think this has not has an effect on management and their approach, but it has.
Voicemail is not entirely a bad thing as it is necessary to leave messages for your colleagues sometimes however; this avenue of communication is abused too. In the workplace today it is all too common for an employee to leave a voicemail for someone they know is not available. Again, sometimes this action is unavoidable but with all the gadgets we have at our fingertips, we have been trained (in a sense) to avoid face to face communication.Many may argue, “What’s wrong with that? The potential problem lies with the individual who receives the voicemail.
If they know that you are aware that they are out of the office and have chosen to leave a message it can leave some questions as to why you chose not to take the time to discuss with them face to face. Although it is a far gone thought, the best way to approach communication is to engage in face to face involvement. Not only does this lead to less confusion, but it is a strong skill that not everyone possesses. People usually shy away from face to face communication when they need to deal with anything negative.
It’s easier to communicate encouragement rather than admonishment. It speaks to your character when you are able to handle the bad along with the good. This is truly one of the strengths of a manager. Poor workplace communication usually results in damage—either immediate or long term. Some of that damage can be tracked down and corrected; other damage cannot. Damage can be categorized in three areas: lost time and effort, stress, and missed opportunities.
(McIntosh, Luecke, Davis 2008) We all will experience change and stress throughout our careers.We must be mindful to identify our weaknesses in communications and strive to work to be a better professional. We all must learn how to communicate with different personalities. This could single handedly be one of the biggest obstacles to overcome.
No matter where we thrive as professionals we must, at one time or another adjust our communication (McIntosh, Luecke, Davis 2008) Employees will have personality clashes as long as they remain in the workplace however, we mustn’t use excuses like this to keep from getting work done.After we learn and appreciate the differences between individuals, we can adapt to these differences in workplace settings. This is not to say that we need to have a personality makeover. Instead, we can learn to adjust our communication to fit the situation and thus contribute to productivity. For example, if you have determined that you are an introvert and you interact with an extrovert on a regular basis, you do not have to “become a thinker” to communicate with that coworker, but you will have to put your “feeling” perspective in terms that a thinker will respond to positively.We must begin with knowing our personal preference for giving and receiving information to be able to evaluate how best to communicate with others.
In this day and age we are encountering another issue: Communication in the multicultural workplace. Gone are the days where everyone’s first language is English, where we all grew up attending schools and universities in the United States. This is not to criticize our ever changing workforce. Change is good; it challenges us and allows us to grow as professionals.When working in a multicultural workforce it is extremely important to remain professional with all of our forms of communications. One should avoid slang.
What may be a harmless and playful expression can be offensive to people with other cultures. (Natyavidushi 2011) This does not mean that one ethnicity or one race of people is to walk on eggshells and tolerate other cultures downfalls in communications. The same standard is to be expected from everyone. Another approach when dealing with an individual that is not as familiar with the English language as we are is to keep it simple.Many people for whom English is second languages have a basic vocabulary of fewer than 3,000 words and a limited grasp on the nuances of grammar that native speakers take for granted. (McIntosh, Luecke, Davis 2008) There are many ways to improve our communication techniques in the workplace.
No matter the individual, we all could use a little improvement. We can start with our attention. When someone is speaking to you, give them your attention, especially if they desire feedback. Put your cell phone in your pocket or purse, look the individual in the eye and stay engaged.To some this approach would require courage! It means we can use our cell phones to be in another world! Another way to improve communication is to stop and think before opening our mouth.
To take a few seconds and think: “Is what I’m about to say pertinent to the conversation? ” “Can it be misconstrued as offensive? ” “Am I interrupting the person speaking? ” These are small mental checks we can accomplish. To continue to improve our communication we can empathize with the individual we are communicating with. This goes a long way.If we would not want to be communicated to in the manner we are communicating, we need to reevaluate. We should be conscience of our body language.
Folded arms across the chest means we are closed off. Not making eye contact suggest we would rather not be engaging with that individual. Leaving a voicemail for an individual we know is away implies impatience. Certainly no one wants to be on the receiving end of these actions! In conclusion, our communication skills can make or break us in the work place.
One of the reasons (among many) to become an effective communicator is that it can potentially further your career.Communication is a complex activity involving words, body language, voice tone and volume, the topic under discussion, the prejudgments that people bring to the topic, and the “communication history” between participants in the discussion. Communication is effective when the recipient of a message understands its meaning and can express that meaning back to the speaker or sender of the message. We normally check for that understanding with words like these: “Do you know what I mean? ” It is not enough just to hear the words. The listener must understand the meaning well enough to respond to and act upon it.If every professional in the workplace would make a conscience effort to evaluate and improve their communication we would be able to do away with so many issues that plague the workplace.
Let us not forget that as technology improves, we will have to keep up but this does not have to be a hindrance to our communication skills. With the cell phones, computers, and webcam technologies that are utilized we have to try harder to sharpen our skills as communicators. We must never forget that all of these technologies could very possibly be gone one day and all we will have left to carry a message is each other.Works Citedhttp://www.selfgrowth.com/articles/definition_interpersonal_communication.html
