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June
2007 Professional Development Course Schedule
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The Importance of Effective
Communication in the Workplace
Drew Hamlin, M.Ed, PMP
Ninety percent of management is based upon effective
communication. When team members fail to communicate properly and
effectively, projects suffer, relationships become tense, and success
declines.
One can see how important effective communication is in the
professional environment. An organization’s communication can
literally make or break them! There are three major types of
communication are needed in order to facilitate effective communication in
the workplace: written, verbal, and nonverbal communication.
Written Communication
Your organization consists of highly-educated individuals, as well as
individuals with a vast bank of work experience and practical
knowledge. But can each and every one of them effectively communicate
their ideas, plans, proposals, and solutions in writing? Written
communication is often overlooked and taken for granted in the
workplace. One must be able to communicate in writing that is clear,
concise, and professional. Documents should be thorough and coherent,
but should also promote greater audience understanding and urge the reader to
take action.
Verbal Communication
The spoken word carries much weight. Remarks said in passing by a
manager can have tremendous consequences on a project or program. Knowing
what to say is just as important as knowing how to say it. Before
knowing what to say and how to say it, a speaker must analyze and understand
the motivation behind what they are saying. Self analysis of our verbal
communication will result in more effective, meaningful communication.
“Wow!” you think. “Effective verbal communication
means taking considerable time to think about what we want to say, how we
will say it, and why are saying it.” That’s precisely the
point!
Nonverbal Communication
Fifty-five percent of interpersonal communication consists of nonverbal
communication. Our eye contact, the way we are dressed, our proximity
to our audience, and numerous other factors are all part of our nonverbal
communication. “It is just what you say, it’s how you say
it” does not only apply to the verbal communication elements of rate of
speech, volume, and tone. How we stand when we say something, our
gestures, and the “look” on our face greatly influence how our
message is being received.
As communication is such an integral part of an
organization’s success, it makes sense to ensure that all of the team
members have a firm understanding of how to communicate effectively.
Effective and non-effective communication often means the difference between
success and failure.
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Are Your Customers Satisfied?
by Kent Jacobson a.k.a. Mr. Success
Do you monitor how satisfied your customers are with the
service or product provided to them? If you do, great, if not, you definitely
need to start. The reason to maintain customer loyalty is obvious; look at
all the competition that is in the market place. Customer loyalty to you and
your product or service is a key component to maintaining a successful
business.
Where to begin? Begin by improving your and your company's
listening skills at all levels. Every contact made by you or your personnel
via the Internet, phone or in person is a potential "Customer
Moment" and can provide early indications of potential problems. I mean
everybody, from the dock to boardroom, train yourself and personnel to
listen. Listen to what may be considered a trivial or off-the-cuff comment,
document it and discuss internally. These comments may actually become a real
customer issue, and if dealt with sooner rather than later will build
customer satisfaction and loyalty.
Next, develop a feedback system that supports the
collection of customer information and can even provide a response mechanism
when required. To implement this system, you will need to assign a person or
small team to decide what is best for your business and customer base. You
might even engage some of your faithful customers in this project.
Active listening to your customers is not easy at first,
but you will recognize the power and monetary benefit of avoiding customer
complaints and heading off problems before they escalate. Just remember the
last time you were the recipient of poor customer service! Do not fail to act
on what information you gained through your customer's voice. If additional
training is required, seek out subject matter professionals and organizations
to assist you.
The investment will be worth it; just ask your customers
what they think!
Copyright © 2006-2007
Article Source: thePhantomWriters
Article Submission Service
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Managing Project Communications
Drew Hamlin, M.Ed., PMP
Sharon is one of the best project managers in the entire
agency. She knows what to do, when to do it, how to do it, who should
be involved, and why she was doing it. I have always been in awe of
those who seem to get it all done. One day, I asked Sharon how she
manages to be such a highly-effective manager. “The key,”
she said, “is to have a sound communication management system.
That’s the most important thing about being a manager.”
Sharon had a communication management system in place that encompassed four
major areas: (1) Communications Planning, (2) Information Distribution,
(3) Performance Reporting, and (4) Managing Stakeholders.
Communications Planning
By nature, communications planning takes a proactive approach. Sharon
determined the informational and communications needs for all of the
project’s stakeholders. As the project manager, she identified:
1.
Who needs to know what kind of information?
2.
When does information need to be communicated?
3.
Where does the information need to be sent?
4.
What information should be sent?
5.
How will the information be sent? What is the best means of
communication by which to communicate to the stakeholders?
6.
Why is the information being communicated?
Information Distribution
Information distribution involves making information available to
stakeholders in a timely manner. In essence, information distribution
is the implementation of Sharon’s communication management plan that
she drafted when doing step one (Communications Planning). Naturally,
not everything can be pre-orchestrated and planned. Information
distribution may involve creating new reports or providing information that
was not outlined in the communications plan. Sharon takes a preemptive
approach to what communications needs might arise after construction of the
communication management plan. She also investigated the “lessons
learned” from previous projects.
Performance Reporting
Performance reporting involves the collection of project data and
distribution of project performance information to all necessary
stakeholders. The main point of performance reporting is to inform the
stakeholders of how the project resources are being utilized to achieve
project objectives. This information will encompass reporting in
regards to scope, schedule, cost, and quality. Sharon “covered
her bases” by having effective performance reporting techniques intact.
Managing Stakeholders
The management of project stakeholders is a function of communications
planning, information distribution, and performance reporting.
Throughout the project, Sharon meets stakeholder needs and resolves their
issues. She does this through using effective verbal, nonverbal, and
written communication in a timely manner. People don’t wait
around for Sharon’s solutions to be communicated. Team members
don’t misunderstand her e-mails. Her communication is punctual,
timely, clear, and concise.
Sharon exemplifies a manager who uses effective communications management
practices, techniques, and strategies. Every effective manager must
utilize communications strategies that promote the clear, efficient, concise
communication of information.
About The Author:
Marion Licchiello
is creator of Get Motivated with Marion, a company that helps to change
people’s lives on a daily basis. She has helped numerous men and
women transform their lives over the years through changing their focus,
creating a new mindset, visualization, hypnosis, fitness counseling,
nutrition counseling, 1-on-1 personal training, seminars, workshops, and
1-on-1 coaching. She coaches over the phone, IM or in person. She keeps in
contact through emails also. Her mission in life is to help others through
her own experiences. She is in the process of writing a book about
self-improvement. She is interested in your stories of how you changed your
negatives into positives. She practices and believes that "Whatever
you focus on is what you get" whether it is good or bad. She changed
her life through visualization and focus and she knows you can too!
Email Marion at getmotivatedwithmarion@yahoo.com
to learn more about how you could change your life or help someone you
love.
http://www.getmotivatedwithmarion.com
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