Communication Skills

Communicating well.

There are many obstacles to effective communication. As managers we will spend as much as 70% of our working time in verbal communication.  We learn to talk very early in life and tend to take the way we do it for granted. If we engage in any further verbal communication training in adult life then it is often about how we present to a group, how we express ourselves, how we can communicate our requirements more clearly in order to get what we need to be done actually  done. The main focus is on talking.

Being a good listener is a different skill. There is a story which makes the distinction between the skills of two famous, successful and contemporary British politicians who are reported as loathing each other. A young women had the good fortune to dine out in London two nights in a row and at the first dinner party was sat next to William Gladstone and at the second next to Benjamin Disraeli. On giving a summary of the experience she reported that she had engaged in fascinating conversation with both of them and that after meeting Gladstone had been left with the impression that he was the smartest man in London but that after spending time with Disraeli she was left with the impression that she was the smartest women in all of England.

This story may not be fact but is one that was used at the time to highlight the difference in the verbal  communication styles of these two successful politicians.

Effective Listening.

As managers we will often have a crowded schedule with little time for reflection. The people who work with us may have trouble finding a moment to raise an idea or a concern. Invariably we seem to get interrupted at the most inconvenient moments and push away a discussion.  This can be problematic for two good reasons.  The nagging concern that we may be missing something important and the negative impact on the person trying to impart the information.

So how can we be better listeners as managers?

Make time for the discussion. If  you can not talk now then set a time when you can.

Avoid distractions. There is nothing worse than to try and talk to someone who continues to do their email or read messages on their PDA when you are trying to communicate something important.

Be engaged and make the decision to actually listen.

Here are some ways that you can communicate to the other person that you are listening and at the same time these techniques will also result in you  hearing more of what they are saying.

Terms relevant to this article: 

Communication skills, communication, leadership tips listening skills, effective listening, leadership skills, management skills, top management skills top leadership skills, how to communicate


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How Good Are Your Listening Skills?

A January 14 article in The Wall Street Journal shares that listening to employees is also a terrific way to motivate people when times are tough and/or when money is tight.

"You've got to think outside the money box when it comes to motivating your employees in this economic environment,” shares an executive in the article.

Listening is one of the “outside the box” tactics suggested.

When the co-owner of a debt management company, quoted in the article, encountered low morale among his staff, he began weekly meetings with 14 employees to share (and listen to) ideas and just chat. "I found the more I listened, the better they pepped up," said the company owner. "It takes time from me, but it's worth it. When they get it off their chests and realize I do care, it becomes my problem to solve. I can address it and they can go about their day being productive."

On a related note, do you realize that the popular concept of “Management by Walking Around,” set forth by such admired executives as Andy Grove of Intel, might actually be wrong? Researchers at Harvard studied 238 people on 26 teams in different companies and found that leaders can actually hurt employee perceptions of team leader support if these team leaders proactively monitor personnel effort and offer feedback BUT fail to show lack of sincere interest in employee work and ideas? Therefore, if a manager walks around and tries to be visible and appear involved…but fails to show genuine interest in the people doing the work…that leader is doing nothing more than wearing out his or her shoes. And what’s one of the best ways to show employees that you care…while walking around?
You can read the January 14 Wall Street Journal via this link

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Businesses Mismanage Communication and Promotion

One-third of middle managers say their organizations are mismanaged.
Perhaps its time for leadership at the top of our organisations. Middle managers are continuing to feel under-informed about key organisation issues that affect them and their staff.

An article appearing in the November 8 issue of Chief Learning Officer newsletter (and based on a recent research study) claims that, “middle managers are increasingly dissatisfied with their current organizations, believe their organizations are mismanaged, and see few prospects for advancement.”

Here are some other excerpts from this article:

“Only 28 percent rated the way their organizations manage prospects for advancement as good or excellent.”

“Only 31 percent said their companies were good or excellent at helping them communicate bad news.”

“Only about one-third of respondents reported that their companies were good or excellent at managing: compensation, flexible work arrangements, communications between supervisors and subordinates, and training and development (33 percent, 34 percent, 37 percent and 37 percent, respectively).”

“When asked about the most frustrating aspects of their jobs, the greatest number of respondents -- 47 percent -- cited compensation issues, followed by balancing work and personal time, the feeling that they do the bulk of the work and don't receive the appropriate credit, and having no clear career path (chosen by 40 percent, 38 percent and 35 percent, respectively).”

"Reinventing the role of middle managers will be critical to this effort, particularly as increasing numbers of employees look toward retirement. Creating positive environments for employees to succeed will be a critical factor for winning in the marketplace."