1. © BLR ® —Business & Legal Resources 1408 Effective Communication For Supervisors

2. © BLR ® —Business & Legal Resources 1408 Session Objectives Understand the benefits of effective workplace communication Recognize obstacles to effective communication Improve your communication skills Manage all your workplace communications more effectively

3. © BLR ® —Business & Legal Resources 1408 Session Outline Benefits of effective communication Why communication breaks down Essential elements of effective communication Effective feedback techniques How to conduct more effective meetings and give better presentations © BLR ® —Business & Legal Resources 1408

4. Benefits of Effective Communication Improves flow of information Enhances teamwork Ensures accountability Provides greater consistency

5. © BLR ® —Business & Legal Resources 1408 Benefits of Effective Communication (cont.) Increases customer satisfaction Leads to better quality Improves productivity Ensures a safer work environment © BLR ® —Business & Legal Resources 1408

6. Interactive Informative Positive Productive What Is Effective Communication?

7. © BLR ® —Business & Legal Resources 1408 Obstacles to Effective Communication Too many links in the chain Too many messages Lack of clarity

8. © BLR ® —Business & Legal Resources 1408 Obstacles to Effective Communication (cont.) Undefined expectations Inadequate listening Failure to target audience

9. © BLR ® —Business & Legal Resources 1408 Benefits of Workplace Communication Does everyone understand the benefits of effective workplace communication? What good communication means? Why communication can sometimes break down?

10. © BLR ® —Business & Legal Resources 1408 Focus on Your Message Think about it Organize your thoughts Consider your expectations Keep it simple © BLR ® —Business & Legal Resources 1408

11. Focus on Your Message (cont.) Be precise Be concise Demonstrate when appropriate Repeat your message

12. © BLR ® —Business & Legal Resources 1408 Think About Your Delivery Communicate directly to people Keep a calm voice © BLR ® —Business & Legal Resources 1408

13. Think About Delivery (cont.) Use written communications effectively Use memos or meetings for a group © BLR ® —Business & Legal Resources 1408

14. Have the person’s attention Person needs to be receptive Be prepared to answer questions Consider Your Timing

15. © BLR ® —Business & Legal Resources 1408 Target Your Audience Whom are you addressing? What’s important to them? What are their concerns? What’s their stake? Are there any special issues? © BLR ® —Business & Legal Resources 1408

16. Establish Credibility Speak from experience Back up your statements with evidence Speak with people, not to them

17. © BLR ® —Business & Legal Resources 1408 Listen Actively Focus on the speaker Keep an open mind Tolerate silence Ask open-ended questions Repeat the speaker’s thoughts Listen for facts

18. © BLR ® —Business & Legal Resources 1408 Understand the Power of Nonverbal Communication Body language gives important clues Be aware of your body language

19. © BLR ® —Business & Legal Resources 1408 Beware of certain signals Interpret body language (cont.) Power of Nonverbal Communication (cont.)

20. © BLR ® —Business & Legal Resources 1408 Essential Elements of Effective Communication Do you understand what we have discussed about essential elements for effective workplace communication?

21. © BLR ® —Business & Legal Resources 1408 The Art of Criticism Do it in private Begin with a positive statement Criticize the work, not the worker Explain what needs to change, and how Be clear End on a positive note

22. © BLR ® —Business & Legal Resources 1408 Positive Negative Feedback: Positive vs. Negative

23. © BLR ® —Business & Legal Resources 1408 Feedback: Objective vs. Subjective Objective Subjective © BLR ® —Business & Legal Resources 1408

24. Communicating Bad News Be straightforward Act promptly Take a personal approach Give a reason Put the news in perspective © BLR ® —Business & Legal Resources 1408

25. Overcoming Resistance Anticipate resistance Respect different views Incorporate opposing arguments Criticize ideas, not people Restate your position © BLR ® —Business & Legal Resources 1408

26. More Productive Meetings Distribute a memo Create an agenda Come prepared © BLR ® —Business & Legal Resources 1408

27. More Productive Meetings (cont.) Encourage participation Summarize results Define future action

28. © BLR ® —Business & Legal Resources 1408 Stronger Presentations Capture attention Maintain interest Anticipate questions

29. © BLR ® —Business & Legal Resources 1408 Better Presentations (cont.) Engage the audience Summarize main points Encourage action © BLR ® —Business & Legal Resources 1408

30. Effective communication is the foundation of positive working relationships Successful communication requires you to think about your message, delivery, timing, and audience Good communication is interactive—you speak and you listen Improving your communication skills will make you a better leader