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The third and equally important step to take in improving communication for more productive employees is to provide training in writing, listening and other communication skills.
Because we all have learned to talk and someone put a pencil in our hands and showed us how to make words with an alphabet, there is a tendency to think that we know how to communicate. Nothing could be further from truth.
Speaking clearly, with vocabulary and message tailored to audience, is a task mastered only through learning. Listening, without training, is a selfish trait. Learning how to listen actively, to "hear" additional messages sent by nonverbal signals and emotions, is a priceless skill. But it must be taught. There are numerous workshops available for in- house classes as well as sessions at local colleges and universities. Since group meetings are a highly preferred communication source, organizations may also consider training individuals to conduct meetings, brainstorming sessions and teleconferencing skills. Likewise, seminars in oral presentation skills allow all levels of managers to learn effective methods for delivering audience-oriented reports and speeches.
E-mail now offers another form of communication, which can be both wonderful and terrible. In fact, I am convinced that in too many cases, “e” stands for “error” and “escalation”. Humans send their most accurate messages vocally and visually, two components missing in e-mail. Additionally, responses are often out of context and sent days later. Use e-mail for facts, immediate answers, and simple requests. But when emotion is involved, opt for phone or face-to-face conversation.
Forgetting for a minute statistical definition of productivity, let us re-define that term. To me productivity is sum total of work accomplished by an employee in a given job which affects bottom line. The work environment may be considered a lake. If miscommunication, poor communication, or non-communication hinders an employee from performing duties in a cost- efficient manner, it's a ripple felt throughout organization. Addressing and then working to improve communication increases chances for smoother sailing in white water world of a global economy.
© 2000 by Eileen McDargh. All rights reserved. Reprints must include byline, contact information and copyright.
