1. CHAPTER 9 Handling Communications and Conflict

2. THE IMPORTANCE OF GOOD COMMUNICATIONS Misperceptions HANDLING CONFLICTS

3. WAYS TO IMPROVE COMMUNICATIONS Top-Down Communications Bottom-Up Communications Employee Surveys Client Surveys Suggestion Systems

4. If you are particularly interested in staff productivity, then supervisors can individually determine what makes staff feel productive by asking them such questions as the following: When do you work at your peak? What do you like most about your job? What bothers you about your work? What resources do you need to be more productive? What policies and procedures should be modified so you can be more productive?

5. Informal Communications Good Feedback CLIENT FOCUSED COMMUNICATIONS

6. SUMMARY All organizations must ensure good communications to convey the organization’s values, promote staff commitment, and handle conflict. Communicating is a two-way process that involves transmitting ideas and tuning into staff’s thinking and feelings. Good communicators are good listeners.

7. QUESTIONS FOR DISCUSSION 1)What are examples of top-down or bottom-up communications in your organization? 2)What are some ways that would help improve communications in your organization? How is information communicated informally in your agency?

8. 4)Your supervisor seeks your advice, saying that the suggestion box is not being used by staff or staff have been using it to place non­sense ideas. You know from past discussions with staff that they have not taken the suggestion box seriously. What would you suggest to your supervisor that would invite more serious use of the suggestion box?