CH-6 Communicating in a Noisy World – Supervision: Concepts and Practices of Management : Book Guide

Chapter 6 Communicating in a Noisy World Learning Objectives 1. Define communication and explain its importance in today’s culture. Effective communication means that information transfers successfully and understanding takes place between a sender and a receiver. The ability to communicate effectively is one of the most important qualities of supervisory success. Communication is a two-way process—getting and giving information. Communication succeeds only when the receiver understands the message. The receiver doesn’t have to agree with the message, just understand it as the sender intended. 2. Discuss the implications of the new communication age. As the communication world has become more complex, it has become common for people to spend more and more time on the Web or texting. Now it is more important for people to seek ways to receive and manage information. Facebook, Twitter, LinkedIn, YouTube, and other social media sites have changed the way people can stay connected. Yet, the technology has created challenges for employees and employers alike. Numerous security breaches have taken place, and information that should have been secure has been compromised. 3. Analyze the channels of communication available to the supervisor. Four channels of communication are relevant to the supervisor: formal, information, the Web, and body language. Formal channels of communication operate downward, upward, and horizontally. These communication channels primarily serve to link people and departments to accomplish organizational objectives. Supervisors communicate downward to their employees, but equally important is the supervisor’s ability to communicate upward to management and horizontally with supervisors in other departments. Every organization company has an informal channel called the grapevine. The grapevine can carry rumors as well as facts. MBWA is one technique for getting information and staying in touch with the employees. Supervisors should stay in touch with the grapevine and counteract rumors with facts, when necessary. Employees and employers alike use the Web and various social networks to connect with each other and those outside the organization. Body language—one’s actions, gestures, or posture—is a powerful means of communication. Often, body language conveys more than written or spoken words. 4. Identify and discuss the barriers to effective communication. Human differences and organizational conditions can create obstacles, called noise, which distort messages between people. TMI is just as bad as too little information. Information overload has become a major problem in today’s society. Web sites and social networks contain lots of information, but not all of it is factual. Not every employee has English as his or her primary language. Most supervisors are not fluent in a language other than English. And some of us have dialects that are confusing to others. Also, the use of jargon that receivers do not understand can impede communication. Because words have different meanings, the sender must ensure the receiver understands the intended meaning. People at different status or position levels in an organization bring different points of view to interactions, which can distort meaning. People may filter out unpleasant information when communicating with their managers. Also, people’s natural resistance to change can cause them to avoid hearing messages that upset the status quo or conflict with their beliefs. Individuals perceive the world from the context of their backgrounds and prejudices. Perceptual barriers between sender and receiver, such as biases and stereotyping, can impede communication, as can conversation-killing phrases and poor timing. The receiver’s inability to properly analyze the content of a message causes misunderstanding. Misunderstanding may lead to suspicion and a lack of trust. Both sender and receiver share responsibility to ensure that information is successfully transferred. 5. Describe ways to overcome communication barriers. To overcome communication barriers, supervisors should adequately prepare what they wish to communicate. During face-to-face communication, the receiver’s verbal and nonverbal responses, called feedback, can help the supervisor determine whether the receiver understood the message. Asking the receiver to restate the message is one feedback technique that helps verify understanding. For written communication, the supervisor can obtain feedback by asking a colleague to comment on the message before it is sent and by discussing the message with receivers after it is sent. Clear, direct language the receiver can understand facilitates communication. Also, both parties should agree on a time to talk when they are not overly stressed and have time to really listen to each other. Repeating the message in various words and formats can improve understanding if not done to excess. Also, to be effective, words must be reinforced with consistent actions. An individual was told to remember that he or she was given two ears, two eyes, and only one mouth. There must be a reason for that. Listen to what is said and how it is being said, closely watch their body language. 6. Explain how supervisors can better manage meetings with their own managers. Most people are not comfortable managing up. In today’s fast-paced world, it is essential that supervisors keep higher management abreast of the developments and problems in their work areas. The tips for managing upward in this chapter blend practical applications with common sense. Supervisors who effectively manage meetings with higher management gain credibility and likely accomplish organizational goals. PowerPoint Presentation Slide 6-2, Learning Objectives Lecture Outline I. Communication Has Changed in the Twenty-First Century Communication is the process of transmitting information and understanding from one person to another. Effective communication means a successful transfer of information, meaning, and understanding from a sender to a receiver. While it is not necessary to have agreement, there must be mutual understanding for the exchange of ideas to be successful. There is no managerial function a supervisor can fulfill without effectively using his or her information-giving and -getting skills. Most supervisory activities involve interacting with others, and each interaction requires skillful handling of the information process. Communication links all the managerial functions. Now, more than ever, mutual respect and trust is at the heart of effective communication. Supervisors must explain the nature of work, instruct employees, describe what is expected of them, and counsel them. A. Effective Communication Requires Two-Way Exchange The significant point is that communication always involves at least two people: a sender and a receiver. It cannot be emphasized too strongly that effective communication includes both sending and receiving information. Understanding is a personal matter between people. If an idea received has the same meaning as the one intended, then we can say that effective communication has taken place. What You Have Learned? Question 1 Personal Skill Builder 6-2: Do You Know How You Spend Your Time? PowerPoint Presentation Slide 6-3, Communicating Has Changed in the Twenty-first Century PowerPoint Presentation Slide 6-4, Figure 6.1 II. A New Era in Communications The Internet provides access to over two zettabytes (2 zettabytes=2 trillion gigabytes) of information. As information flow has increased and social media has emerged, it has been said that the technology creates new costs in companies due to unnecessary interruptions. However, as more and more businesses turn to social media as the best way to connect with an increasingly digital audience, workers are spending as much if not more time using social media to connect with markets, customers, and other stakeholders than they are connecting with friends, and in some cases the two blend together. The concern over privacy issues and tracking of Internet users has become an important issue for many organizations. The story of WikiLeaks caused many to rethink their computer security systems. The ability to access and download messages and information and make it available worldwide caused many organizations, including the U.S. government, to rethink how to create a cyber-defense system. Even so, in 2013 the nine largest Internet security breaches resulted in the theft of over 400 million usernames and passwords and at least 50 million e-mail addresses. PowerPoint Presentation Slide 6-5, A New Era in Communications PowerPoint Presentation Slide 6-6, Figure 6.3 III. Channels of the Communication Network In every organization, the communication network has four primary and equally important channels: •The formal, or official, channel of communication •The informal channel, usually called the grapevine •The Web or social networks •Body language—all observable actions of the sender or receiver The formal and informal channels carry messages from one person or group to another in organizations—downward, upward, and horizontally. The proliferation of social networks has not only opened new opportunities for enhancing the ability of supervisors to communicate with employees, but has created numerous problems. Supervisors should realize that their behavior on the job is an important means of communicating. Body language is the observable action of the sender or the receiver. A. Formal channels Formal communication channels are established primarily by an organization’s structure. Vertical formal channels can be visualized by following the lines of authority from the top-level executive down through the organization to supervisors and employees. Downward Communication The concept of downward formal channel of communication suggests that that upper-level management issues instructions or disseminates information that managers or supervisors at the next level receive and pass on to their subordinates, and so on down the line. The downward channel is most often used by high-level managers to communicate. Generally, downward communication is informative and directive and requires subordinates to act. Upward Communication Upward communication is equally important to the official network. Supervisors who have managerial authority accept an obligation to keep their superiors informed and to contribute their own ideas to management. Upward communication usually involves informing and reporting, including asking questions, making suggestions, and lodging complaints. Supervisors should encourage upward communication from employees and give ample attention to the information being transmitted. Supervisors must show that they want employee suggestions as well as the facts, and then those supervisors must evaluate information promptly. MBWA (management by walking around) involves going to where the action is and asking employees, customers, and others what you can do to help them to be the very best they can be. Most supervisors acknowledge that it is often easier to converse with their subordinates than with their managers. It is a supervisor’s duty to advise upper management whenever there are significant developments and to do so as soon as possible, before or after such events occur. A supervisors’ upward communication should be sent on time and in a form that enables the manager to take necessary action. Horizontal Communication A third direction of formal communication that is essential for efficient organizational functioning is lateral, or horizontal, communication between departments or people at the same levels but in charge of different functions. Horizontal communication must be open and freely flowing to coordinate functions among departments. It typically involves discussions and meetings to accomplish tasks that cross departmental lines. PowerPoint Presentation Slides 6-7, Channels of the Communication Network B. Informal Channels—The Grapevine Informal communication channels, commonly referred to as the grapevine, are a normal outgrowth of the informal and casual groupings of people on the job. It is a perfectly natural element because it fulfills employees’ desire to know the latest information and to socialize. C. Understanding the Grapevine The grapevine can offer considerable insight into employees’ thoughts and feelings. The grapevine often carries factual information, but sometimes it carries half-truths, rumors, private interpretations, suspicions, and other bits of distorted or inaccurate information. The grapevine cannot be predicted because its path today is not necessarily the same as its path yesterday. Most employees hear information through the grapevine, but some do not pass it along. The grapevine sometimes helps clarify and supplement formal communication, and it often spreads information that could not be disseminated as well or as rapidly through official channels. D. The Supervisor and the Grapevine The supervisor should realize that it is impossible to eliminate the grapevine. To cope up with grapevine, supervisors should tune in to it and learn what it is saying. Supervisors should also determine who leads the grapevine and who is likely to spread information. Many rumors begin in the wishful-thinking stage of employee anticipation. The best cure for rumors is to expose the facts to all employees and to give straight answers to all questions. The grapevine becomes more active during periods of insecurity and anxiety than at other times. Other frequent causes of rumors are uncertainty and fear. When employees believe their supervisors are concerned about them and make every effort to keep employees informed, employees tend to disregard rumors and to look to their supervisors for answers. The supervisor should listen to the grapevine and develop skills to address it. PowerPoint Presentation Slide 6-8, Channels of the Communication Network IV. The Web and Social Networks Many people know of allegations, rumors, gossip, and old wives’ tales that have found their way into homes and offices via the Internet. Not surprisingly, most of these pieces of information are passed along as “fact,” even though they lack truth and scientific accuracy. The head line story in USA Today, “2010: The Year We Stopped Talking,” said that Americans are more connected than ever—just not in person. Success comes by letting people know how a person wants them to communicate with them and learning how they want them to communicate to them. Team Skill Builder 6-1: Technology Tool—Be Strategic When Using Social Media PowerPoint Presentation Slide 6-9, The Web and Social Networks V. Your Body Language is Communication Body language is not universal. The messages sent by different expressions or postures vary from situation to situation and particularly from culture to culture. Regardless of the channel the supervisor uses, his or her goal is to convey the message in a timely manner that is easily understood. The supervisor must always remember that effective communication takes place only when the meaning received by the intended audience is the same at that the sender meant to send. What have you learned? Question 5 PowerPoint Presentation Slide 6-10, Your Body Language is Communication VI. Barriers to Effective Communication Human differences and organizational conditions can create obstacles that distort messages between people. These obstacles can be called noise. Misunderstandings, confusion, and conflicts can develop when communication breaks down. A. Too Much Information—TMI The KISS technique is an acronym that stands for “keep it short and simple” which means using as few words and sentences as possible. With the advent of electronic forms of communication, it seems that employees should have all the information they need to do their jobs. Increasingly organizations are developing policies and systems for monitoring employee Internet use, although design of such policies is becoming more and more difficult as social media becomes a critical element in organizations’ efforts to engage and retain stakeholders. B. Language and Vocabulary Differences People differ greatly in their abilities to convey meanings. Words can be confusing, even though language is the principal method used to communicate. In regions of the world that speak common languages, differences in cultures, accents, dialects, and word meanings can be profound. Jargon is defined as the words that are specific to an occupation or specialty. Such specialized words inhibit communication among people from different backgrounds or even from different departments. Another communication problem lies in the multiple meanings of words. When a word has multiple meanings, the desired meaning must be clarified because receivers tend to interpret words based on their perceptions, past experiences, and cultural backgrounds. C. Status and Position Status refers to the degree of responsibility and power afforded by a person’s professional or social position. Differences in status and position become apparent as one level tries to communicate with another. Obstacles due to position and status also can distort the upward flow of communication when subordinates are eager to impress management. The process of omitting or softening unpleasant details is called filtering. They may fail to pass on important information to their managers because they believe the information portrays their supervisory abilities unfavorably. D. Resistance to Change Receivers usually hear what they want to hear. If a message is not consistent with their present personal beliefs and values, the listeners may ignore it, reject it as false, or find a convenient way of twisting it to fit their own vantage point. E. Perceptual Barriers Stereotyping is the perception that all people in a group share attitudes, values, and beliefs. In our society, if a woman’s and a man’s conversational styles differ, women—not men—are usually told to change. Messages can be misunderstood because people perceive the situation or circumstances differently. It is important for all employees to “say what they mean and mean what they say.” F. Insensitive Words and Poor Timing Sometimes, one party in a conversation uses so-called killer phrases. Comments like, “That’s the stupidest idea I’ve ever heard!” “You don’t understand, don’t you?” or “Do you really know what you’re talking about?” can kill conversation. Often, the receiver of the killer phrase becomes silent and indifferent to the sender. Sometimes, the receiver takes offense and directs anger back to the sender. Another barrier to effective communication is timing. Employees come to the workplace with “baggage”—events that happened off the job. When other issues demand attention, responsiveness to work information will fail to meet the other party’s expectations. G. Inability to Create Meaning Communication begins when the sender encodes an idea or a thought. For example, when managers set out to draft responses to issues, they address several questions, including: •What conclusion have I formed about this issue? •What claim do I want to make? •What evidence or reasons can I offer in support of my claim? •What data can I uphold to back up my claim? Decoding is the receiver’s version of encoding. During decoding, receivers put messages into forms they can interpret. To analyze a manager’s position on an issue, an employee must find and weigh management’s claim, evidence, and data. Personal Skill Builder 6-3: Dealing with Employees Who Make Life Difficult—“Stretch” PowerPoint Presentation Slide 6-11, Barriers to Effective Communication VII. Overcoming Barriers to Effective Communication Most techniques for overcoming communication barriers are relatively easy and straightforward. Supervisors will recognize them as techniques they use sometimes but not as frequently as they should. A. Preparation and Planning A First major step toward becoming a better communicator is to avoid speaking or writing until the message to be communicated has been thought through to the point that it is clear in the sender’s mind. Before communicating, supervisors should know what they want and should plan the steps needed to attain their objectives. What You Have Learned? Question 4 B. Using Feedback In communication, feedback is the receiver’s verbal or nonverbal response to a message. Feedback can be used to determine whether the receiver understood the message and to get the receiver’s reaction to that message. The sender can initiate feedback by using questions, discussion, signals, and clues. More information is usually required to ensure that a message was received as intended. A simple way to obtain feedback is to observe the receiver and to judge that person’s response based on nonverbal clues, such as expressions of bewilderment or understanding, raised eyebrows, frowns, and eye movement. Perhaps the best feedback technique for ensuring that the sender’s message is understood is for the sender to ask the receiver to paraphrase or play back the information just received. The feedback technique also applies when a supervisor receives a message from an employee or a higher-level manager. C. Timely and Useful Information Employees must know what is expected and what is and is not allowed. View Figure 6.6 which presents the six pillars for successful communication. D. Direct and Clear Language A sound approach to effective communication is to use words that are understandable and as clear as possible. Supervisors should avoid long, technical, complicated words. Jargon or “shop talk,” should be used only when receivers are comfortable with it. PowerPoint Presentation Slide 6-12, Figure 6.4 PowerPoint Presentation Slide 6-13, Overcoming Barriers to Effective Communication PowerPoint Presentation Slide 6-14, Figure 6.5 E. A Calm Atmosphere It is much better to communicate when both parties are calm and unburdened by unusual tension or stress. If supervisors want to discuss something with their managers, they should make appointments for times and places that allow calm uninterrupted discussion. F. Taking Time to Listen Listening is a very important part of the supervisor’s job, whether in one-on-one conversations or in meetings. Supervisors should work to develop their listening skills every chance they get. Intensive listening helps reduce misunderstanding, and, by listening, the supervisors can respond in ways that are appropriate to the employee’s concerns. Figure 6.7 gives the do’s and don’ts of effective listening. Team Skill Builder 6-2: Handling Unpleasant Situations G. Repetition of Messages It often helps to repeat a message several times, preferably using different words and different methods. The message should not be repeated so much that it gets ignored because it sounds too familiar or boring. H. Reinforcing Words with Action To succeed as communicators, supervisors must complement their words with appropriate and consistent actions. When verbal announcements are backed by action, the supervisor is more credible. PowerPoint Presentation Slide 6-15, Overcoming Barriers to Effective Communication (cont.) PowerPoint Presentation Slide 6-16, Figure 6.6 VIII. Managing Meetings with the Boss All managers should develop a climate that encourages a free flow of upward communication. However, in reality the responsibility for upward communication typically falls on the supervisor. The following list provides insight on how the supervisor can more effectively manage meetings with the boss: •Respect the boss’s time: Choose a time when the boss is not busy and can give you and the issue undivided attention. •Check one’s motives: Is a meeting the best way to address the issue or problem and achieve one’s purposes? •Analyze the boss’s listening style: Some bosses are analytical listeners who like to hear the facts and draw their own conclusions. Others may be emotional listener. •Plan one’s agenda: When planning the agenda remember the KISS technique. •Do not go to the boss “naked”: One should start with review of the situation and end with suggestions. •Commit to the truth: A meaningful relationship is built on mutual trust and respect. Explain one’s position on the issues objectively using facts, figures, and examples. •Advertise success: Make certain that upper management knows the successes of your work group and others you rely on to succeed. •Learn to say no: Upper managers can impose unrealistic workloads or deadlines. Do not over-commit one’s team. •Do not keep information from one’s boss: Supervisors sometimes fail to pass along information because it might reflect unfavorably on them. •Anticipate problems: When one needs the boss’s help, ask for it in a timely fashion. •Meet periodically to clarify expectations: One must take responsibility for knowing what is expected from him or her. •Do not be a complainer: It is essential to apprise the boss of problems, but do not complain constantly. •Do not put the boss on the defensive: Supervisors can become upset or angry. In this case one should attack the problem, not the person. •Leave on a positive note: Get an agreement on a course of actions. •Make a resolution: Resolve to manage upward and effectively. What Have You Learned? Question 7 PowerPoint Presentation Slide 6-17, Managing Meetings with the Boss PowerPoint Presentation Slide 6-18, Key Terms Answers to What have you Learned 1. What is meant by effective communication? What changes, if any, should you be making to improve your communication skills? Effective communication means a successful transfer of information, meaning, and understanding from a sender to a receiver. Unless mutual understanding occurs, effective communication has not taken place. At the same time, it is possible to communicate effectively even though the sender and the receiver disagree. By its very essence, communication always involves at least two people: a sender and a receiver. Furthermore, it includes both information and understanding. This is a good opportunity for students to examine their own communication skills and make necessary adjustments. “Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can’t get a message across clearly and motivate others to act on it, then having a message doesn’t even matter.” 2. I am choking on all the e-mails and text messages I get every day. On most days, there are over 150. It seems like I am spending half of my waking hours reviewing and responding to those messages. My kids say, “It is the information age. Learn to cope with it.” What is the best way to manage my e-mails and text messages? Give me some ideas. (Note: This question may require you to “go outside the box” to get some creative ideas for coping with communication overload.) Students’ answers will vary. One student might say, “Turn your phone OFF!” Personal time management is essential in this issue. Priorities need to be established for the day’s agenda and proper notification settings for these messages must be adhered to. For example, set the phone’s text message notification to silent and turn off the pop-up notifications for the e-mail; one can establish specific times of the day to attend to these types of communications. One major tip for coping with the problem of “information overload” is to subscribe to the KISS technique. KISS is an acronym which stands for keeping it short and simple, using as few words and sentences as possible. One should consider everything while communicating and to whom. Think twice about one’s recipient list. Does this person or that person have a real need to be on the cc: list of the e-mail message? There are also many methods for organizing e-mail, creating folders, managing tasks lists, etc. Students will likely come up with many ideas of their own that are useful for sharing in class. 3. Think of the person to whom you would award the “World’s Best Communicator.” What does he or she do to deserve that title? What does he or she do to make sure that understanding takes place? If there is one thing he or she does that you would like to add to your toolbox, what would it be? What is your plan for adding it? Students’ answers will vary. Direct student discussion to focus on the importance of listening as a powerful skill for the “World’s Best Communicator” award. People who are active listeners do not interrupt the speaker and process what has been said before they respond. Most people are already thinking ahead of their response before the speaker is finished communicating. NOTE: An additional activity that students might enjoy is to go online and take a listening assessment to see how effective their listening skills are. 4. Discuss the types of communication barriers that exist in the typical college classroom. How can they be overcome? What specific steps do you need to improve your listening skills? Students’ answers will vary. Talking, eating, sleeping, texting, are among the few that immediately come to mind. It’s useful to have students design the rules of the classroom at the beginning of the semester to remind them that they share the responsibility of the learning climate, which includes communication barriers. Many students do not realize how important listening is as a communication skill; they may not have been taught how to effectively listen. Because people speak at 300-400 words a minute and their mind processes at 600-700 wpm, there is “down time” which interferes with their listening capability. Specific steps such as note taking, looking for key words and phrases, and focusing on the speaker are techniques to enhance listening skills. 5. Do you agree with the old cliché that “actions speak louder than words?” Why or why not? Explain your rationale. According to some researchers, words are only 7 percent of one’s communication and the other 93 percent is made up of one’s body language and word choice. Studies have been done on nurses to see if they are telling the truth in certain situations. Researchers found that those nurses who were not telling the truth, demonstrated nonverbal behaviors such as swinging a leg, folding arms or hands, twitching, etc. One’s actions, gestures, posture, etc., (body language) are powerful means of communication. 6. Think of your present or most recent work experiences: (1) How easy was it for you to offer suggestions for improving processes, production, customer service, or creating new products for new markets?” (2) If you disagreed with one of the organization’s policies, procedures, or actions how easy was it to express your views? (3) Based on your experiences, what could the organization do to improve communication? (4) Why didn’t they ask you for suggestions? Communication is the process that links all managerial functions, because every interaction requires skillful handling of the information. Now, more than ever, effective communication requires mutual respect and trust. If students were not able to offer suggestions for improving processes, production, customer service or creating new products for new markets, it probably was based on poor communication. 7. If you were arrested and accused of being a “good communicator,” is there enough evidence to convict you? Why or why not? Students’ answers will vary. However, some students might say that the quality of someone’s communication skills will differ with each individual evaluating them. A person is considered a “good communicator” only when consistent, mutual understanding occurs between sender and receiver. The same message from the sender may be perceived very differently among different receivers. Inflection, tone of voice, gestures, posture, etc., play an important role in communication, but can be interpreted in a variety of ways. Additionally, noise, jargon, information overload, etc., can adversely affect information sharing in certain situations. One person’s “good communicator” can be viewed by another as “communication challenged.” Answers to Personal Skill Building Personal Skill Builder 6-1: You Make the Call! Listening is a two-way street. James Matthews clearly should have listened more intently to the grapevine and asked questions to understand what was really going on in the relationship between Thomas Smith and George Harris. One should realize that the grapevine often carries factual information, but sometimes it carries half-truths, rumors, private interpretations, suspicions, and other bits of distorted or inaccurate information. James’ assumption of him being familiar with all of his employees and knowing their strengths and weaknesses turned fatal at the end. A threat is a serious issue which can prove very dangerous, as it did in this case and most importantly by taking actions when such issues are seen evolving at the workplace can help one avoid the occurrences of such tragedies. Figure 6.7 gives a list of the do’s and don’ts of effective listening. Personal Skill Builder 6-2: Do You Know How You Spend Your Time? Information overload is a problem and time-waster for today’s supervisor. In today’s culture, the communication world has become more complex; people spend more and more time on the Web or texting. Social media such as Facebook, Twitter, LinkedIn, YouTube, and other sites have changed the way people stay connected. Social media and technology have enhanced as well as created problems in this new communication age. Many people no longer communicate face-to-face so messages are prone to distortion. One’s actions, gestures, posture, etc., (body language) are powerful means of communication. Security breaches and unsecured information have been compromised adding additional complications in this technological revolution. Personal Skill Builder 6-3: Dealing with Employees Who Make Life Difficult—“Stretch” Students’ answers will vary and this is a good debate and/or reflective opportunity for students. This is the first skills application to introduce students to some of the difficult people they will encounter in life. A strong urge is to encourage them to complete these applications. Students have found that when they enter the following key words into an Internet search engine they are able to gather much information or strategies for coping with difficult people: •“coping with difficult people” •“dealing with difficult people” •“difficult people” Without a doubt, communication is the key to effective supervision. Mutual trust and respect is critical, especially with today’s emphasis on team management. Trust does not come automatically, it must be earned. Alice perceives her boss to be a chronic liar. Students will realize that many potentially damaging problems can occur because Alice does not trust her boss. Unfortunately, Alice has attempted to transfer out of the department without any success. Her next move may be to leave Supreme Electronics for another employer. In dealing with her boss, she must document her communications and ask him to clarify what is important, and experiment with the way she deals with the situation. NOTE: Instructor might reinforce the notion that it is “what the person does or does not do that makes life difficult.” Focus on what they do or do not do! Alice’s boss may be one of two types: •The think-they-know-it-all: exaggerating, bragging, misleading, and using distracting tactics keep you off balance •The tank: the pushy and ruthless tank assumes that the end justifies the mean. Alice must develop a strategy that does not put her boss on the defensive. Tactics that Alice may want to consider: •Give him a little attention. •Acknowledge intent rather than wasting time with his content. •Ask for clarification and deal with the facts. •Be careful with non-verbal cues. •Confront the boss and tell it like it is. This is risky and Alice may face retribution. •Be calm and give him a break. So what if he claims to have been a football star? What difference does it make? Alice should ask herself if his actions will make a difference tomorrow, the next week, or the next year? •Chalk it up to experience and update her resume. •Use her communication skills to uncover what he expects from her in the way of performance, and work to ensure understanding on the things that are important to her career. Students will point out that Alice, by the very nature of her job, usually finds it necessary to interact with her boss. She can’t avoid him. In dealing with him, she should be honest and direct in her communications, summarize important points, keep a record of her communications, and limit interactions only when necessary. She should time her messages properly and give and seek feedback as appropriate. Unfortunately, in today’s marketplace, Alice may not easily find a job as good as the one she has. “It is easier to find a good job when you already have one!” Answers to Team Skill Building Team Skill Builder 6-1: Technology Tool—Be Strategic When Using Social Media Students’ answers will vary depending on the type of strategy guides and organizations they select. Team Skill Builder 6-2: Handling Unpleasant Situations Arrange students into groups of four. If there is an uneven number of students, select the others to be observers. Assign the students one of the different roles. Format: (1) The person selected for # 1 should share his or her story. The others should first pause to ponder the context and the tone used by the sender then write on a three-by-five card what they thought about the message sent including the attitude of the speaker. Then repeat the process for the other three speakers. (2) After the fourth speaker, each person should pass his or her cards to the presenter. (3) After reviewing the cards, each presenter should make a list of how they could have done a better job of presenting the message. (4) Then the instructor should discuss their observations among the group members.(5) As part of the discussion process, select two of the following words that you think best describe each of the presentations. (6) As a group, develop a message for each of the presenters that would proclaim the same information but in a better way. Answers to Supervision in Action Questions Video Clip: Intermountain Health—Communication 1. Why is effective communication vital to the functioning of Intermountain Health? Students’ answers will vary. According to the regional director of Intermountain Health, one of the key things at Intermountain Health is to develop a good communication plan and to repeat a consistent message often and frequently. Running a regional healthcare system involves the storage of a vast amount of data. At the same time, a large amount of information needs to be provided to the physicians and the clinicians so that they can take better decisions. In order to carry out these tasks effective communication is necessary. It also enables lower costs, better patient care, and better patient outcome. 2. How has Intermountain Health managed to effectively communicate with their employees? Students’ answers will vary. Different techniques used by Intermountain Health include: •Participation of physicians and nurse leaders in the committee meetings •Physicians and nurse leaders networking with their peers •Getting the word out through meetings and by talking points •Putting flyers on bulletin boards •Usage of formal documents such as care process guidelines—heavily researched documents available on the website Ultimately Intermountain Health uses a combination of these methods to communicate the goals that are to be met that year. 3. How is Intermountain Health keeping up with the new era of communication (the Internet)? Students’ answers will vary. Integrated longitudinal medical system helps physicians, at a particular medical center, to access information that is documented at another medical center through a computer. Also the ‘parent at home project’ provides the parent an opportunity to see the infant from home or from work or any other type of device. This way the parents will be in touch with the physician. 4. Do language barriers in a diverse workforce create a major impact when it comes to the health care industry? Students’ answers will vary. When it comes to industries like medical care communication is essential to provide efficient medical care. Language barriers can have tragic consequences. It can lead to inefficient diagnosis or a delay in treatment. Instructors can ask the student to search the Internet for cases where language barriers have changed the course of a person’s diagnosis or treatment. Students can also come up with methods that could help avoid such situations. 5. In your opinion, what tools should organizations like Intermountain Health use to communicate effectively? Tools that an organization could use to communicate effectively include: •Feedback from the peers •Using the different channels of communication (formal channels and the Web or social networks) •Removing the language barriers by providing translators for the non-English speaking patients •Keeping a back-up of the information in case of a crisis or technical issue •Appropriate documentation of different cases Avoiding the use of the informal channel, that is the grapevine, in communication. Chapter 6 IM Appendix IM Table 2 Guide Sheet for Dealing with People Who Make Life Difficult Instructions: 1. Enter descriptive name of the person that makes life difficult, e.g., Stretch. 2. List adjectives that you would use to describe the person’s behavior, e.g., liar, delights in telling his/her story in crowd, deflects confrontation with “I was just kidding!” 3. List the consequences that the person’s behavior has on others, the group, or deters from the group’s teamwork. Be specific. 4. List the coping skills that could be used to manage your relationship with the person, to help you maintain your sanity, or get the person committed to the goals of the group. NOTE: A number of illustrations of “People Who Make Life Difficult” have been included in this section. Instructors might want to make copies and distribute them to students so they can use this format as they journey through the text. Solution Manual for Supervision: Concepts and Practices of Management Edwin C. Leonard , Kelly A. Trusty 9781285866376, 9781111969790