management of expectations- effective · pdf fileeffective communication 3 common drivers of...

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Management of Expectations-Effective Communication

Presented by:Ronald V. SgambatiJackson Lewis LLP

Morristown, New Jersey

Jackson Lewis LLP Copyright July 2013

EFFECTIVE COMMUNICATION

3 Common Drivers of EmployeeDissatisfaction and Perception of

Unfair Treatment

Absence of appreciation for workperformed

Lack of empathy regarding personalissues

Failure of management to shareinformation

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In other words, the level of employeesatisfaction and fair treatment directlycorrelates to the effectiveness of . . .

Management Communication

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How Effective Managerial CommunicationsImpacts The Workplace

1. Promotes Equal Employment Opportunity andminimizes discrimination claims.

2. Enhances employee morale, teambuilding andretention.

3. Minimizes the necessity of union and other 3rd

party intervention.

4. Prevents a hostile environment.

5. Reduces the risks of workplace aggression.4

EFFECTIVE COMMUNICATION

More Than Just Talking

Think of someone you know who is areally good communicator. What aresome of the things that person does thatmakes him/her a good communicator?

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Traits Of An Effective and Fair Manager

Is available and approachable

Understands policies/procedures beforetrying to explain or interpret them

Is accurate and specific when explainingprocedures, policies, assignments, etc.

Asks questions and encouragesemployees to ask questions, provideinput and be involved

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Traits Of An Effective Manager

Listens patiently

Keeps employees well informed and involved

Provides regular feedback regardingperformance, both positive and negative

Rewards initiative and gives credit where credit isdue

Shows appreciation for employees’ efforts

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Is honest with employees

Stays calm and professional

Communicates change thoroughly andin advance

Takes responsibility for and supportsthe decisions of management

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Resolves complaints, questions andproblems promptly

Knows employees – their interests,motivations, needs, ambitions and problems

Treats employees with dignity and respect

Encourages teamwork

Keeps upper management informed ofemployee attitudes, needs and problems

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Communication Defined

The ability to effectively transferinformation and thought betweentwo or more parties.

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Effective Communication

Information transfer

vs.

Thought transfer

Make the words come out oftheir mouth!

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APPEARANCES AREIMPORTANT

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SUBJECTIVE AND UNCERTAIN

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Communication

PACSPACS

WritingWriting

NonverbalNonverbal

Active ListeningActive Listening

Effective FeedbackEffective Feedback

Formsof

Communication

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How Do You Know You Heard A Message

PACSPACS

• Paraphrase what you heard• Ask questions to clarify

information• Confirm what you heard• State nonverbal signals

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Forms of Communication

• Keep it simple

• Clear

• To the point

• Check spelling and grammar

WritingWriting

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In Electronic Form:

• Clearly summarize the content of your message in thesubject line.

• Use the CC (Cyber Copy) function to send yourmessage to the appropriate individuals (Be Careful!)

• Think before sending messages to whole workinggroups (ex. OPS all)

• Keep your messages short and focused.

• Avoid using all capital letters.

WritingWriting

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60% of communication and what we saycomes from nonverbal communication.

• Clothing• Gestures• Expression• Head movement• Eye contact• Volume

NonverbalNonverbal

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Can Tone Affect Meaning?

“Bob, could you come into the office?I’d like to talk to you.”

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Rate of speech and hearing:

• Capacity to hear• average 500 words per minute.

• Normal Conversation• speak average 250 words per minute.

• Formal Conversation• speak average 150 words per minute.

ListeningListening

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So why do we retain only 25% of whatwe hear?

ListeningListening

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Effective Feedback

1-way communication

Sender

2- way communication through the use of feedback

Sender

Receiver

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Effective Feedback Convey your intent

Describe specifics

State the impact

Ask them to respond

Jointly talk about what to do next

The longer you wait to give feedback,the less effective it will be. Respondingimmediately to a situation conveys thatit is important.

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Obstacles to Effective Communication

Assumptions

Fears

Reluctance to confront

Ridicule, rejection, fear of being wrong

Authority relationships (role confusion)

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Communication Rights andResponsibilities

Rights Responsibilities

You have the right to betreated with respect

You have the responsibility totreat others with respect

You have the right to haveand express you ownopinions

You have the responsibility tolisten to the opinions ofothers

You have the right to ask forwhat you need and want inorder to be effective

You have the responsibility toacknowledge and address theneeds of others

You have the right to setreasonable limits

You have the responsibility torespect the limits andboundaries of others

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Personal Payoffs from EffectiveCommunication

A more professional image

Improved self-confidence

Improved relationships

Less stress

Greater acceptance ofsupervisor and others

Avoid perception ofdiscrimination

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From A Professional Standpoint

Your supervisors will be working in a fair,discrimination-free and harassment-freeenvironment

Your employees will be better informed, bettermotivated and more efficient

Your departments will run better

You and your supervisors will have more time tothink about solutions to the challenges that face you(rather than always putting out fires) 27

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OUR COMMITMENTS

What does your workforce legitimately

want

need

expect

TEN TENENTS OFEFFECTIVE SUPERVISION

1.

Carefully Screen ApplicantsBefore Hiring Them.

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2.

Document Key Events

Accurately, Timely And

Thoughtfully.

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3.

Do Not Pass The Buck.

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4.

Do Not “Pass On” Or PlacateProblem Employees.

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5.

Do Not Create False OrUnreasonable Expectations.

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6.

Be Truthful and Accurate WhenCommunicating To EmployeesAbout Their Job Performance.

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7.

Do Not Set An EmployeeUp For Failure.

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8.

Be Mindful Of What Must, AndWhat Cannot, Be Kept Confidential.

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9.

Supervisors Must Seek Help Fromand Partner with Human

Resources

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10.

Demand and Participate inManagement Education.

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THE COMPANY’S EMPLOYEERELATIONS COMMITMENT

• Respect and appreciate “human” resources.

• Be a ”pro-people” employer.

• Be “pro-communication.”

• Deal with employees’ concerns honestly and efficiently.

• Encourage employees to bring problems to our attention.

• Create an environment where our employees understand that theyare accountable for performing their jobs and, in turn, the Companyand supervisors are accountable to address our employeeslegitimate needs and concerns. 39

EFFECTIVE SUPERVISION

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DO WE EVENREMEMBER THISGUY?

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Management Tools

Performance Monitoring

Day-to-Day General Feedback

Performance Evaluations

Cumulative Review

Progressive Discipline

Day-to-Day Response to Problems andDeficiencies

PERFORMANCE MONITORING ANDEVALUATIONS

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The Key to EffectiveFeedback:

CONTINUOUS

PERFORMANCE

MONITORING

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PerformanceMonitoring/Feedback Guidelines

THE KEY:

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