Transcript Managerial Communication Presentation

JTA/MOE/DIASPORA MIDDLE
MANAGERS’WORKSHOP
March 21-22,2016
Managerial
Communication: A
whole school
approach
Charmaine
Gooden Monteith
&
Loreili Boyden
Ice Breaker
Getting
to know each other
Introductory Activity

Chinese Telephone
Beginning of Lorilei’s presentation
COMMUNICATION
Loreili’s Definition of Communication
… is the lifeblood of any
organization. If we think of the school as a person,
communication would be the bloodstream, circulating
through the entire body to nourish educators, students,
parents and the community. When communication is
interrupted or ineffective, it’s as though there’s a
blockage in the blood’s circulation.” Danielson, Carol
(2007). Enhancing Professional Practice: A framework
for teaching (2nd edition)

“Communication
Types of Communication
Verbal
Non-Verbal
 Speech
 Facial
 Memorandum
 Gestures
 Letter
 Report
expression
Communication Barriers
Noise
Culture
Language
Strategies to deal with
Communication barriers
 Eliminate
or minimise the noise which
disturbs the communication flow
 Avoid
 Spend
jargons when communicating
time to understand the
organizational culture
Types of Communication
frequently used in the workplace
 Emails
 Voicemail
 Telephone
 Voicemail
 Feedback
Calls
What is feedback?
What is Feedback The observation of the receiver’s response is called
feedback. In other words, the part of the receiver’s response communicated
back to the sender is called feedback.
Actually it is the amount of response of the receiver that reaches to the
sender. It enables the sender to evaluate the effectiveness of the message.
Some definitions on feedback are given below-
What is feedback contd.
According to Bartol & Martin, “Feedback is the
receiver’s basic response to the interpreted
message”.
In the opinion of Bovee & Others, “Feedback is a
response from the receiver that informs the sender
how the communication is being received in
general”.
http://bizcommunicationcoach.com/what-is-feedback-definition-of-feedback-incommunication/
Feedback and its importance


Feedback should feed, nurture and guide next steps.
It should be timely, no later than 36 hours.

Know your audience and craft the feedback to that
specific recipient.

Providing feedback is a skill and should be practiced
over time.

Although you do not want to read a script when giving
feedback, prepare it and be comfortable with
conducting the conversation.

Six Points To Keep In Mind








If you can’t think of a constructive purpose for giving feedback,
don’t give it at all.
Focus on description rather than judgment.
Focus on observation rather than inference.
Provide a balance of positive and negative feedback.
Focus on behavior rather than person.
Beware of feedback overload.
Give the person an opportunity to respond.
Offer specific suggestions.
Discussing difficult topics:


Be professional, empathetic and work toward a
solution. Keep your opinions in check. Being
confrontational is NOT an option.

What are some situations you consider difficult
to discuss?

With your table group brainstorm 3 situations
and possible ways to discuss each.


Transition- Gooden Monteith picks up
Importance of Communication
“Communication forms the lifeline
of an organization, conveying
directions, expectations,
processes, products and attitudes”
(Beck,
1999)
Principles of Managerial Communication
Organizations are systems; changes or movements in one
part of the system have a ripple effect throughout the
system
 Communication refers to the message perceived rather
than to the message sent
 People in organizations cannot NOT communicate. Even
silence communicates organizational attitudes
 Communication forms the lifeline of an organization,
conveying directions, expectations,processes,products and
attitudes

Managerial Communication
 Communication
is a transactional process
involving an exchange of ideas,
information,feelings,attitudes or
impressions,the impact of the transaction
depends on the sphere of significance that
it affects :tactical,strategic and integral
Principles of Managerial Communication

The underlying communication in an organization
whether between individuals or between the
individual and the organization(ie.,the
manager)…fosters either supportive or defensive
communication
Supportive and Defensive
Communication
 Supportive
communication fosters
growth
 Defensive communication reduces
organizational effectiveness
Principles of Managerial Communication
 Managers
and supervisors have a significant
influence on the communication climate
within their organizations.
 By
understanding the communication
process and its underlying climate,
managers can promote effective
communication and enhance organizational
effectiveness(Beck,1999)
Verbal Communication

Communication done with the help of words is called
verbal communication. No written records are available in
verbal communication.

In verbal communication individuals need to be very
careful about their speech. What they speak and how they
speak matter a lot. Managers must choose the right words
to address their team members. Make sure you do not
confuse your team members.

One has to be clear while interacting with employees at
the workplace. Be very clear and precise.
Written Communication

Managers can communicate with their subordinates through emails
but this should not be the only medium.

This is best used for follow up or to pass on information quickly

It can be used frequently if the Manager is out of office but should
never be used as the only means of communication with subordinates
or superiors.

Sending an email is not effective unless feedback is received.

It is essential for managers to master the art of writing emails. Avoid
using capitals, bright colours, designer font styles in official mails.
More about emails

Always create a professional email address- Don’t create an address
with for eg sexymary @Bluetooth.com,
[email protected]

Do not forward an email to others with the information sent by other
persons in the conversation if they were not meant to be the
recipients

If you do this persons can read all the information that was previously
sent

Do Not use the Reply to all feature –It is very annoying. Everybody
clicks Noted and so this becomes clutter in other people’ mail boxes
Supportive and Defensive
Communication

Video deleted
Body Language and Space
Managers must also take special care by the body
language, facial expressions, gestures that they
use when communicating
 A manager who always has a frown on his face is
generally not liked and respected by people.
 Be warm and friendly to your team members.
 Do not show the disgust on your face in a meeting
 Do you know that space communicates status?

Formal Communication
 Communication
which follows hierarchy at
the workplace is called formal
communication.

Employees communicate formally with
each other to get work done within the
desired time frame.
Organizational Communication

Informal Communication

Employees also communicate with each other just
to know what is happening around.

Such type of communication is called as informal
communication and it has nothing to do with
designation of individuals, level in the hierarchy
and so on.
Direction of Communication Flow

Upward Communication

Flow of information from employees to managers
is called upward communication.

Upward communication takes place when
employees share their views with their managers
on their nature of work, job responsibilities and
how they feel about the organization on the
whole.
Principles of Managerial Communication

Downward Communication

Downward communication takes place when
information flows from managers to the
subordinates.

Managers often give orders and directions to their
subordinates about what they need to do and how
to do various tasks. Such type of communication
is called downward communication.
Why is managerial communication
important?

Communication is necessary for the exchange of ideas among
employees within the organization

Managerial communication is essential at the workplace to achieve
targets within the desired time frame

Effective communication also reduces duplication of work

Managers must communicate with their team members to
understand and address their grievances and problems

Managerial communication also helps managers set goals and
targets for themselves and the organization

Managerial communication plays a crucial role during a crisis
Tips for effective communication
Have timely communication with staff and stakeholders
 Use the appropriate genres of communication for the
intended audience and message- Report,
Minutes,Memo,email,intranet,Newsletter etc.
 Know your audience by observing their attitude and
practice
 Develop email protocol
 Do not use information as a “weapon”. Share information
with your staff…. Do not with hold general information

Managerial communication : A whole
school approach

The communication process is led by the Principal and cascaded down to the
different levels of staff and stakeholders

The middle manager is expected to convey the Vision and Mission of the
Organization to his/her Department and where his/her span of control exists

Middle managers convey important decisions –Watch your body language

A structured communication plan created by the Principal, middle managers
and other stakeholders must be a part of the school operations

The plan must be made available to all stakeholders

Issues to be covered include : targets for the school, culture of the school,
crisis communication plan, public relations and marketing plan, Media
relations plan and all the policies that govern the school
A whole school approach

Middle managers support decisions made by the
Principals and do not engage in bad mouthing the
Principal or other colleagues

Middle managers should pay keen attention to the
comments made by teachers on students’ reports

The Principal should also read those comments
before signing
Dos and Don’t’s

Always have face to face dialogue, as the first choice when addressing issues

If it is a breach that is repeated then a response should be done in writing

Never write a letter of reprimand or a Memorandum when you are angry

While it is convenient to send emails, it should not be the first choice if the
person you are communicating with is in close proximity

Do not shout at colleagues or make disparaging comments

Be confidential

Do not shout at your colleagues over the intercom

Do not shout at students

Be respectful to everyone
Discuss in groups

Which methods /genres of communication would you as a Middle Manager use
for the following and give a brief description:

Staff Meeting

Debriefing after an activity

Reprimand staff member

Performance Evaluation Feedback

Dissatisfaction with supervisor about a job placement

Students’ underperformance

Response to an action taking by the Principal
Tips for giving written feedback

timely

understandable

specific

Contextualized

Non-judgmental

Balanced

Forward looking

transferrable
Use of social Media

Do not use images of children without permission
from their parents

Do not post anything you will regret

Do not use it as a medium to insult your
colleagues

Use for events that you would like to publicise or
to make connections
Effective Communication

Video deleted(File too large to email)
Planning and Conducting effective
meetings

Clarify the need for a meeting

Notify participants

Prepare the Agenda

Set the ground rules

Types of Meetings

Ground rules for meetings

Importance of Minutes

Follow up after the meeting
References

Beck, C. (1998). Managerial Communication: Bridging Theory and Practice,
Prentice Hall Inc., Upper Saddle River N J

Gooden Monteith, C. E.(2010). Winning PR and Communication Strategies:
Toolkit for Educators, Phoenix Printery, East Street, Kingston Jamaica

Managerial Communication http://managementstudyguide.com/ways-toimprove-managerial-communication.htm

Youtube videos embedded. Effective Communication in the
Workplace(Interpersonal skills in Management Ross School of Business

Youtube video on Supportive Communication

CONCLUSION
The
END!!!