Workplace Communications
Susan McGinley
susan@mcginley.name
(603) 801-8382
“Communication” is …
 What?
 Why employees leave companies.
 The most popular employee complaint.
 The most important management skill.
Susan McGinley
susan@mcginley.name
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Communications Basics
 Listening Skills
 GroupThink vs. Employee Engagement
 Corporate Culture
Susan McGinley
susan@mcginley.name
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Listening Skills
Natural Instinct is to Not Listen
Listening is Active Participation
“Good Listeners” do the following:1
1.
2.
3.
4.
Think ahead of talker;
Weigh evidence presented;
Periodically review/summarize points presented; &
Listen between the lines.
1 Ralph G. Nichols & Leonard A. Stevens; Listening to People; Harvard Business School Press; 1999
Susan McGinley
susan@mcginley.name
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Employee Engagement
 Avoid GroupThink
 Encourage Participation
“The Road to Abilene” Story2
2 Jerry B. Harvey; The Abilene Paradox: The Management of Agreement; 1974
Susan McGinley
susan@mcginley.name
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Corporate Culture –
Effective Communication Loop
Good Listeners
Build Trust & Desire
To Share
Information
Accurate Information
& Constructive
Feedback is
Communicated
Susan McGinley
susan@mcginley.name
People Talk
Candidly without
Fear of Reprisal or
Judgment
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Corporate Culture –
Ineffective Communication Loop
Communication
Barriers
(Inconsistency,
Punishment,
Poor Listening,
Unrealistic Expectations)
Distorted Messages
Communicated to
Meet Perceived
Expectations
Susan McGinley
susan@mcginley.name
People Hoard
Information & Only
Present Good
Results
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Communication Methods
 Management Meetings



Skip Level
Town Hall
Business Reviews
 Cascading Information
 Newsletters (emails, postings, etc.)
 Informal (water cooler, rumors, etc.)


Susan McGinley
susan@mcginley.name
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Communications Survey
RATE THE FOLLOWING (see handout)…
 Where is your company going?
 Who is responsible for doing what?
 How do you do your job?
 How is your performance?
Susan McGinley
susan@mcginley.name
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Communications for Success
COUNTDOWN OF TIPS…
 Applicable to All Organizational Levels
 For Immediate Implementation
Susan McGinley
susan@mcginley.name
10
McGinley © Copyright 2004
QUESTIONS?