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“LEVERAGING ON REGULATORY COMPLIANCES AND INTERNATIONAL BEST PRACTICES FOR ENCHANCED

PERFORMANCES/PRODUCTIVITY IN NDDC”

THE ROLE OF EFFECTIVE COMMUNICATION THE ROLE OF EFFECTIVE COMMUNICATION SKILL IN ORGANISATIONAL PERFORMANCE, SKILL IN ORGANISATIONAL PERFORMANCE, GENERAL OFFICE PRACTICE AND DECORUMGENERAL OFFICE PRACTICE AND DECORUM

PRESENTED PRESENTED BYBY

FRANCIS KUDAYAHFRANCIS KUDAYAH

NIGER DELTA DEVELOPMENT NIGER DELTA DEVELOPMENT COMMISSIONCOMMISSION

(NDDC)(NDDC)

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Learning ObjectivesLearning Objectives•Explain the essential role of effective communication in organizational productivity.

•Examine critical communication skills for improved organisational performance.

•Describe intra and inter organisational communication flow.

•Explain how to interpret directives and effective responses to official memos.

•Examine interpersonal relationship and the role of emotional intelligence in the workplace

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COMMUNICATIONCOMMUNICATION : How Good ? : How Good ?

Interpret the Picture

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Communication: Did you know?Communication: Did you know?

If you tell 100 people something without repetition: After 24 hours, 25 percent have forgotten it

After 48 hours, 50 percent have forgotten it

After 72 hours, 75 percent have forgotten it

After one week, 96 percent have forgotten it

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Communication: Did you know?Communication: Did you know?

People remember: 10 percent of what they read

20 percent of what they hear

30 percent of what they see

50 percent of what they see and hear

80 percent of what they say

90 percent of what they say and do

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Communication: Why?Communication: Why?The purpose of communication is to get your message across to others. This is a process that involves both the sender of the message and the receiver. This process leaves room for error, with messages often misinterpreted by one or more of the parties involved. This causes unnecessary confusion and counter productivity. In fact, a message is successful only when both the sender and the receiver perceive it in the same way.

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Understanding CommunicationUnderstanding Communication Communication is not just speaking it is an art of good

speaking and good listening as well.

Communication is not one way but it is always a two way process. The sender and the receiver.

Communication is has not taken place until both the sender and the receiver understand each other.

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Communication NetworksCommunication NetworksInter-organizational communication Inter-organizational communication (IOC) emphasizes

relationships organizations have with external constituents as opposed to relationships that occur internally. This is strictly a formal communication and usually among high ranking officer or their delegates. Between the organisation and people outside. e.g. Letter

Intra-organizational communication Communication within the different constituents of an

organization. It’s the compounded interpersonal communication process across an organization. With people inside the organisation.

e.g. Notice Board.

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Methods of communication

1. 1. Oral/VerbalOral/Verbal

2. Written2. Written

3. Visual3. Visual

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1.1. Oral/Verbal: Oral/Verbal: Sending a verbal message. Internal Eg.Intercom, face-to-face meeting.External E.g. Radio, telephone.

2. 2. Written: Written: Some record is kept.Internal E.g. Notice Board, MemoExternal E.g. Letter, e-mail, fax

Advantages Disadvantages

Quick No record

Instant Feedback May be hard to remember

Advantages Disadvantages

Record kept No instant feedback

Don’t have to remember everything.

May not be confidentiale.g. Fax

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Organisational CommunicationOrganisational CommunicationOrganizational communication – Learning to communicate

effectively inside an organisation or business is an important factor in its success. By having a better understanding one another members of an organization can create a better and more productive environment. Communication flows in an organization are:

• Downwards

• Upwards

• Lateral/Horizontal

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Types of Organisational CommunicationTypes of Organisational Communication

Downwards Communication:Highly Directive, from Senior to subordinates,

to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications:It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. It is suggestive in nature

Lateral or Horizontal Communication:Among colleagues, peers at same level for information level for information sharing for coordination, to save time. It is informative in nature

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Official CorrespondencesOfficial CorrespondencesDirectives:Directives:Corporate directives are specific communications (written or oral) which initiate actions, conduct or procedures in an organization. Essentially, a directive is a statement which indicates the mandatory features of a policy.A directive should be absolutely clear, leaving no doubt whatsoever about what is required in all circumstances. Example: "When in our offices, all staff members are required to wear their security badges around their necks, in a fully visible fashion, at all times. This applies at all times; both regular working hours and after hours“.Generally speaking, when a directive is issued it should allow for no exceptions. In the rare cases where exceptions may be required, they should be clearly spelled out in the directive statement.

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Official CorrespondenceOfficial CorrespondenceOffice Memorandum:Office Memorandum:A memo, short for the word memorandum, comes from the Latin word memorandus, which means, "to be remembered." It is a compact written message designed to help someone remember something. Business memos are an internal form of communication and it is standard practice to save them. Their objective is to deliver information or instructions . Informational Memos: Besides the actual information, the scope of this provide a reason for why the information contained is relevant to the reader.Instructional Memos: . It will both call for and expect an action to be taken. The scope of a memo must include enough information for the reader to understand exactly what the instructions are, who issued them, and when, where and why they are to be acted upon.

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Effective Response to Organisational Directives and Memos

An organisational directives seeks to establish the thinking of management in line with organisational objectives. The emphatic nature of directives makes compliance vital.

A memo from an individual to another within an organisation usually requires a response with timelines. Memo could come as an email.

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REPORT WRITING ESSENTIALSA report could be described as a formal statement of the results of an investigation or research, or of any matter on which definite information is required . Reports may be presented orally or in written form. In a report, situations are analysed, conclusions drawn, alternatives considered and recommendations made. It is a more structured document, which conveys information that has been extracted by the research or investigation conducted thereby making recommendations or offering conclusions to the reader whom requires it for a specific purpose.

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PURPOSE OF REPORTS To Share Information

For Decision Making

To present useful information for decision making.

To provide answers to issues/problems raised.

To present results/findings of a research that was conducted .

To identify trouble areas in operation and be able to plan ahead.

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THE MAJOR TYPES OF REPORTSInformal Reports (Personal Reports, Email reports)

Formal Reports (Business report)

Informational Reports (Directives, New policies)

Routine Reports (Inventory Report, Sales Report Weekly, and Monthly etc.)

Statutory Reports (Regulatory reports)

Analytical Reports and (Sales /Financial Forecast)

Administrative Reports (Meetings etc.)

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CHARACTERISTICS OF REPORT………..The four C’s…Clear: Is the purpose of the report clear? Have you considered the needs/characteristics of the reader(s)? Are headings/numbering clear? Is the report written using plain and simple English? Concise: Is the report arranged in a logical manner, and easy to follow? Is the report written using plain and simple English? Can unnecessary words be deleted? Is the report the correct length? Complete: Does the report cover all the key points? Are key points supported by evidence?Correct: Is the information included accurate and relevant to the purpose? The grammar, punctuation and spelling correct? Have figures and tables been used, and cited, appropriately?

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DISTINCTION BETWEEN ESSAY AND REPORTSREPORT ESSAY

To investigate, present and analyze information thoroughly and logically

Is to articulate a well argued response to the question or proposition

Recommends action to solve a problem or make proposals

Establishes a proposition

Comprises sections with headings

Usually does not include sections

Has to be objective Can be subjective, but needs the impersonality suited to academic study.

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Title page: Your readers' first impression of the report. This should briefly but explicitly describe the purpose of the report (if this is not obvious from the title of the work).

Introduction: The introduction sets the scene for the main body of the report. This paragraph should state clearly the instructions or circumstances that call for the report i.e. the term of reference.

Content/Body: The main body of the report is where you discuss your material. The facts and evidence you have gathered should be analyzed and discussed with specific reference to the problem or issue.

The Structure of a Formal report

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Observation: What you picked out from the issue that could have triggered the occurrence of the incidence. Identifying the problems, causes and symptoms.

Conclusion: In the conclusion you should show the overall significance of what has been covered. You may want to remind the reader of the most important points that have been made in the report or highlight what you consider to be the most central issues or findings.

Recommendation: Writer opinion about the subject matter from your point of view and analysis. Discuss the key findings and make recommendation.

The Structure of a Formal report Cont’d

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A well written report will demonstrate your ability to:

Understand the purpose of the report brief and adhere to its specifications;

Gather, evaluate and analyses relevant information;

Structure material in a logical and coherent order,

Present your report in a consistent manner according to the instructions of the report brief;

Make appropriate conclusions that are supported by the evidence and analysis of the report;Make thoughtful and practical recommendations where required.

The Report Writer

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5 Steps to Report Writing1. Define the problem2. Gather the necessary information3. Analyze the information4. Organize the information5. Write the report

25Interpersonal Relationship At Work

People do not work alone. In order to be successful in whatever field you enter you must be able to positively influence the people around you in order to gain cooperation, respect and support. If you develop good interpersonal relationships with your If you develop good interpersonal relationships with your coworkers, you’ll enjoy your time at work more. By showing a coworkers, you’ll enjoy your time at work more. By showing a willingness to cooperate, you’ll receive cooperation in return.willingness to cooperate, you’ll receive cooperation in return.

Important Personal TraitsImportant Personal Traits

The following traits are important in the workplace:The following traits are important in the workplace:Responsibility, including dependability and positive motivation;Responsibility, including dependability and positive motivation;Self-esteem, including confidence;Self-esteem, including confidence;Sociability, including friendliness, enthusiasm, adaptability, and respect for Sociability, including friendliness, enthusiasm, adaptability, and respect for

others;others;Integrity/honesty, including loyalty and trustworthiness; andIntegrity/honesty, including loyalty and trustworthiness; andSelf-management, including self-control and tact.Self-management, including self-control and tact.

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Why do we build relationships with one person over another?

•Proximity- Share Office space

•Similarity- Does similar work

•Complementary = opposites attract

•Social Exchange (rewards-costs=outcome)

•Appearance- Belongings

•Competence

•Prefer talented but flawed

•Exception: Hi or low self-esteem person wants perfect person

•Reciprocal attraction

•Other person likes you

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1. Remember His name and Related Information:Remember name correctly and mention it in the conversation, try to

remember other important or relevant information about people such as birthdays, favorite food etc.

2. Look at the Good side and Give empathy:Look at the good side and strength he has; do not look at his weaknesses and

shortcomings Inculcate sympathy and empathy; try to understand his situation; do not quickly put a blame on him; do not quickly make a conclusion about him and give forgiveness on small things

Investigate first on what’s happened. Do not conclude too fastGive open arms and put no ill intention toward him.

3. Look at the Good side and Give empathy:Think win-win. Be fair to all parties.Never ever suppress other peopleNever try to take advantage, especially from the weaker party.

Important Tips on Interpersonal Relationship at work

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4. Do not keep hidden agenda or try to take advantage•Do not keep the “prawn besides the stone” (hidden agenda) when dealing with him; this way you will lose trust from him•Do not take advantage on his weaknesses or his negligence or his sincerity

5. Do not ‘kill’ his life and do fitnah•Never ever ‘kill’ one’s life, dignity or his existence by spreading fitnah•Stay away from fitnah or plough the seed of hatred or ill-intention toward a person.

6. . GIVE INSPIRATION, EXPECT THE BESTGive inspiration, give trust, give hopeGive motivation to be the best, to give their bestMust expect the best from themBe patient with their shortcomings and find ways so that they can improve themselves – through coaching, training or third party’s roles

Important Tips on Interpersonal Relationship at work

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EMOTIONAL INTELLIGENCEEMOTIONAL INTELLIGENCE

“As the pace of change increases and the world of work makes ever greater demands on a person’s cognitive, emotional, and physical resources, this particular set of abilities will become

increasingly important.”

Emotional intelligence, alternatively known as EI or EQ, reflects an individual’s ability to deal with daily environmental challenges and helps predict success in life, both in professional and personal pursuits. EI competencies include empathy, intuition, creativity, flexibility, resilience, stress management, leadership, integrity, happiness and optimism, as well as intrapersonal and interpersonal communication skills.

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The Role of Emotional Intelligence in Organizations A growing body of research demonstrates that emotional intelligence is a better predictor of “success” than traditional measures of cognitive intelligence (IQ). The workplace is an ideal environment for people to develop their social and emotional skills, as individuals are motivated to develop those capabilities in pursuit of success and promotion. The concept is equally important to employers, as their bottom-line productivity rests on the emotional intelligence of the whole organization. When executives and employees work to improve capabilities in areas in which they are weakest, it benefits the entire organization, improving communication and increasing productivity.

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The EQ-i creates a profile of an individual’s emotional intelligence, showing both areas of strength and weakness. Individuals can use this information to develop areas in need of improvement. Organizations can use these profiles to show whether a potential hire would make a good addition to the team or expose traits in existing employees in need of enhancement through training or incentive programs. An action plan can be developed once an individual or organization has this information, supporting growth in desired areas.

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•Critical•Condescending•Inhibited•Uncomfortable with sensuality•Emotionally bland

High Emotional IQHigh Emotional IQ

• Poised• Outgoing• Committed

to people and causes

• Sympathetic and caring

• Comfortable with themselves

EMOTIONAL INTELLIGENCEEMOTIONAL INTELLIGENCE

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Emotional intelligence is the source of such competencies as influence, initiative and achievement drive, which we generically refer to as job performance. Ultimately, these social and emotional competencies are the conditions that define a productive and psychologically comfortable place of work.

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Self awareness

Social Skills

Motivating/Passion

Empathy

Self-Regulation/Management

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• Develop Your Emotional Self-AwarenessGet used to thinking of your emotions as carrying a message - either about something that's happening now, or something that happened in the past that you have not yet fully resolved. Whenever you feel an emotion you're not comfortable with, you can ask yourself "what is this feeling trying to tell me?“•Take Responsibility for Your Actions and FeelingsIt's important that you accept the emotions you're feeling as yours. Often we can regard certain feelings as unacceptable and refuse to acknowledge them. This will lead to trouble as we still continue to act from our emotions even if we deny them to ourselves. Sometimes we even project them on to other people, so that someone who is in denial about their own anger may encounter a lot of 'angry' people.

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Put Yourself In The Other Person's ShoesAny time that you're dealing with another person - on a date, in a job interview, in a dispute, selling to them, working with them, or just hanging out - things will go more smoothly if from time to time you put yourself in their shoes and ask yourself, "What's going on for this person right now? What's important to them? What do they want from this interchange? What might they be feeling?“

Remember - You Are Not Your EmotionsThere are no "bad" emotions. Whatever you feel is giving you valuable information: either about the situation that you're in, or about some event that's happened in the past that you need to learn from and move on.

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CONCLUSION

As we have shown, communication skills are important if we are to build meaningful relationships within and outside our organisations. It is one skill which not only helps us in becoming successful in our professional life but also helps us in our personal life, in dealing with people, understanding them, solving problems..as communication is not only speaking...but learning to listen as well.

““Everything has been said before, but since nobody Everything has been said before, but since nobody listens we have to keep going back and beginning all listens we have to keep going back and beginning all

over again”.over again”. André Gide André Gide