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GENERAL MANAGEMENT
CHECK POINT 18: PRINCIPLES  OF COMMUNICATION

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1. what is communication?
2. six basic elements of communication
3. types of communication
4. importance of good communication
5. principles of good communication
6. aMA's ten commandments of good communication
7. the ten commandments of effective listening
8. a suggestion system
9. for serious business owners only
10. the latest information online
 

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GENERAL MANAGEMENT
CHECK POINT 18: PRINCIPLES OF COMMUNICATION

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1. what is communication?
2. six basic elements of communication
3. types of communication
4. importance of good communication
5. principles of good communication
6. aMA's ten commandments of good communication
7. the ten commandments of effective listening
8. a suggestion system
9. for serious business owners only
10. the latest information online
 

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HOW CAN YOU BENEFIT FROM CHECK POINT 18?

 
The main purpose of this check point is to provide you and your management team with detailed information about Principles Of Communication and how to apply this information to maximize your company's performance.
 
In this check point you will learn:
 
• What is communication?
• About the reasons for communication.
• About the communication process.
• About six basic elements of the communication process.
• About four basic types of communication.
• Why communication is so important.
• About principles of good communication.
• About AMA's ten commandments of good communication.
• About the ten commandments of effective listening.
• About a suggestion system... and much more.
 

LEAN MANAGEMENT GUIDELINES FOR CHECK POINT 18

 
You and your management team should become familiar with the basic Lean Management principles, guidelines, and tools provided in this program and apply them appropriately to the content of this check point.
 
You and your team should adhere to basic lean management guidelines on a continuous basis:
 
Treat your customers as the most important part of your business.
Provide your customers with the best possible value of products and services.
Meet your customers' requirements with a positive energy on a timely basis.
Provide your customers with consistent and reliable after-sales service.
Treat your customers, employees, suppliers, and business associates with genuine respect.
Identify your company's operational weaknesses, non-value-added activities, and waste.
•. Implement the process of continuous improvements on organization-wide basis.
Eliminate or minimize your company's non-value-added activities and waste.
Streamline your company's operational processes and maximize overall flow efficiency.
Reduce your company's operational costs in all areas of business activities.
Maximize the quality at the source of all operational processes and activities.
Ensure regular evaluation of your employees' performance and required level of knowledge.
Implement fair compensation of your employees based on their overall performance.
Motivate your partners and employees to adhere to high ethical standards of behavior.
Maximize safety for your customers, employees, suppliers, and business associates.
Provide opportunities for a continuous professional growth of partners and employees.
Pay attention to "how" positive results are achieved and constantly try to improve them.
Cultivate long-term relationships with your customers, suppliers, employees, and business associates.

1. WHAT IS COMMUNICATION?

COMMUNICATION

Business owners and managers must be familiar with various principles of effective communication, which represents one of the most important managerial responsibilities in every organization.

Communication can be defined as the exchange of information between two or more individuals. 

The main Purpose Of Communication is to link employees within the organization, to coordinate their group activities, and to provide sources of relevant information.  Communication is essential for the internal functioning of the company for a number of  reasons outlined below.

REASONS FOR COMMUNICATION

1.

To establish and communicate the organizational objectives.

2.

To develop functional plans for their accomplishment.

3.

To select, develop, and appraise employees.

4.

To lead, motivate, and control the performance of employees.

5.

To arrange and to utilize available physical resources in the most efficient way.

 

THE COMMUNICATION PROCESS

Furthermore, Communication relates to the external environment and provides management with knowledge of customers' requirements, suppliers' offerings, and the government's regulations. Hence, communication represents a viable management tool that facilitates the creation of a suitable working environment through an effective Communication Process.

You and your management team must be familiar with Principles Of Communication and initiate an effective communication process in all areas of your company's activities. Communication process enables business owners and managers to carry out essential managerial functions of planning, organizing, leading, and controlling the company and communicating relevant information to employees. Communication process facilitates the creation of a suitable working environment within an organization and achievement of its business objectives.

A typical Communication Process Diagram is illustrated next.

THE COMMUNICATION PROCESS DIAGRAM

 
ARE YOU A ONE-PERSON BUSINESS OWNER?
If you are a one-person business owner, you are still advised to learn all you can about the Communication Process and the entire content of this check point. This will enable you to develop good communication with your customers, business associates, suppliers, banks and other organizations relevant to your business activities.
 

Finally, your understanding of all aspects of the communication process will be critical for your future success in business, when you decide to take your business to the next level and employ additional employees within your organization.

 

ADDITIONAL INFORMATION ONLINE

The Communication Process By Joe Mueller.
The Communication Process By IISD Comm Apps.
Communication Process By Paul, Persuasion One.
The Speech Communication Process By Karen C. Newtzie.
Four Principles Of Communication By Tim Rymel, Corporate Kindergarten.

2. SIX BASIC ELEMENTS OF COMMUNICATION

The ordinary Communication Process comprises six basic elements outlined below.
 

SIX BASIC ELEMENTS OF COMMUNICATION

1.

Sender or Source.
A sender, or source, is an individual who initiates the communication process. In an organization, for example, any employee who needs to pass information to another employee can become a sender.

2.

Message.
A message is the information that is encoded by the sender. Information can be encoded in various forms, such as speaking, writing, demonstrating, and acting.

3.

Channel.
A channel is the communication medium that enables an individual or a group to transmit a message to another individual or a group.

4.

Receiver.
A receiver is an individual who receives the message from the sender through the communication channel. The receiver is expected to decode the message and understand information contained therein.

5.

Feedback.
Feedback is a basic response by the receiver to information obtained from the sender. Feedback ensures effective two-way communication by clarifying the degree to which the information has been understood and accepted by the receiver.

6.

Noise.
Noise is anything that may distort the meaning of the message transmitted from the sender to the receiver and back through the communication channel.

 

ADDITIONAL INFORMATION ONLINE

Elements Of Communication By Cynthia Tablang.
Elements Of Effective Communication By Brian Tracy.
Six Elements Of Successful Communication By Lynda Katz Wilner.
Communication And Communication Process By Siamak Taslimi, Five Six Media.
How The Communication Process Works By Matt Alanis, Alanis Business Academy.

3. TYPES OF COMMUNICATION

TYPES OF COMMUNICATION

Business owners, managers, employees, customers, and suppliers can utilize different types of communication during the communication process, depending upon specific situation in the business environment.

Three basic Types Of Communication are outlined below.

THREE BASIC TYPES OF COMMUNICATION

1.

Oral Communication.
Oral communication entails verbal exchange of messages and information between two or more individuals on a face-to-face basis or via a communication channel, such as a phone or Skype.

2.

Written Communication
Written communication entails exchange of messages and information between two or more individuals via text messages, emails, letters, faxes, or any other similar methods.

3.

Non-Verbal Communication.
Non-verbal communication entails exchange of messages and information between two or more individuals by means of a sign language, facial or bodily expressions, or similar non-verbal and non-written methods.

In order to ensure effective functioning of the organization, business owners and managers need to develop and maintain a smooth and effective Communication Flow.

This process permits business owners and managers to carry out their functional responsibilities by communicating information and instructions in the following directions illustrated below.

COMMUNICATION FLOW IN A COMPANY

 
Four basic Types Of Communication Flow are outlined below.
 

FOUR TYPES OF COMMUNICATION FLOW

1.

Vertical Downward Communication.
Downward communication flows from employees at higher levels to those at lower levels.

2.

Vertical Upward Communication.
Upward communication flows from subordinates to their superiors.

3.

Horizontal Communication.
Horizontal communication flows between employees who occupy similar positions within an organization.

4.

Diagonal Communication.
Diagonal communication flows between employees at various levels of the organization's hierarchy. This kind of communication usually occurs between members of different departments.

 

ADDITIONAL INFORMATION ONLINE

Communication Styles By TCC Wellness.
ENFP Communication Style By Neil Ihde, Life IQ.
The Four Behavior Styles By Learn Com Training.
Power Your Personality: Communication Styles By Cathy Turner.
4 Strategies To Communicating With The Personality Types Michelle Motivate Me.

4. IMPORTANCE OF GOOD COMMUNICATION

COMMUNICATION BREAKDOWN

Some business owners and managers often underestimate the importance of an effective Communication Process. They wrongly assume that subordinates constantly listen to instructions and understand their meaning. Unfortunately, many business owners and managers frequently issue unclear instructions, thereby causing a Communication Breakdown within the organization as illustrated below. (45).

EXAMPLES OF A COMMUNICATION BREAKDOWN

What Did
The Manager 
Say

 

What Did
The Manager 
Mean

 

What Did 
The Subordinate 
Understand

I am currently busy with a customer. Let's meet later.

 

I am too busy right now. Let's meet tomorrow afternoon.

 

I can’t see you now. Let's meet next week.

I am not satisfied with your current production results.

 

You must get 20 percent more production output to meet the norm.

 

If you don't improve your performance, we may have to replace you.

John will be promoted as a new branch manager and his position will be vacant.

 

We will have to recruit a new person to replace John.

 

You may get John's position if you are interested.

I need the latest production figures as soon as possible.

 

Prepare a detailed production report within two-three days.

 

I need the production report immediately.

Several customers complained about the quality of our Product X.

 

We must pay attention to the quality of Product X.

 

We will have to discontinue production of Product X.

I plan to go to Los Angeles for a trade show next week.

 

Book me a first class air ticket and accommodation in Los Angeles today.

 

Since I will be away you can postpone all my meetings here.

I must see you tomorrow at 9:00 AM sharp.

 

I want to review production figures with you.

 

I need to reprimand you for your poor performance.

ADDITIONAL INFORMATION ONLINE

The Importance Of Communication By Geoff Sale, ASTTBC.
How Successful Product Managers Communicate By Ramsey Pryor.
The Importance Of Communicating Clearly By Karyn Buxman, Primeau TV.
The Importance Of Authentic Communication By Sheryl Sandberg, E-Corner.
The Importance Of Communication In Leadership By Ernie Sampias, Regis University.

5. PRINCIPLES OF GOOD COMMUNICATION

PRINCIPLES OF GOOD COMMUNICATION

It is apparent that effective communication cannot happen by accident. On the contrary, business owners and managers must be aware of possible communication breakdowns and become familiar with sound Communication Practices.

American Management Association (AMA) has developed a number of communication principles which became part of the Ten Commandments Of Good Communication. The prime objective of these principles, adapted below, is to improve effectiveness of organizational communication between business owners, managers and employees.

COMMUNICATION IS A TWO-WAY PROCESS

Business owners and managers must remember that Effective Communication is a two-way process. This means that when an exchange of information takes place between two individuals or groups, one party does the talking, while the other party is expected to listen.
 

Subsequently, the listening party is expected to understand the correct meaning of a specific message and to provide appropriate feedback to the sender. Unfortunately, the poor listening ability of many people often stands in a way of an effective communication process.  Frequent misunderstandings between business owners, managers, and employees arise resulting in Breakdown Of Communication within the organization, and this may subsequently lead to reduced overall productivity and profitability of the company.

In order to maintain sound communication within the organization it is necessary, therefore, that the business owner and each employee, including all managers, develop effective Listening Skills. A guide that contains the Ten Important Listening Commandments follows the Ten Commandments of Good Communication.(46)

COMMUNICATION SKILLS

Communication Skills are essential in a successful business management process and include verbal and non-verbal communication skills. Effective communication skills are based on the person's ability to communicate in a clear, concise, accurate, and timely manner and to demonstrate strong listening abilities.

COMMUNICATION SKILLS

3 Ways To Improve Your Communication Skills By Brian Tracy.
4 Magic Phrases You Can Use To Respond To Anything By Dan O'Connor.
Communication Skills Training: Body Language Secrets By Dan O'Connor.
How To Have Better Communication Skills By Rebecca Fensom, Video Jug.
How To Be A Good Communicator By Susie Pearl, Life Transformation Academy.

6. AMA’S TEN COMMANDMENTS OF GOOD COMMUNICATION

YOU MUST BE FAMILIAR WITH TEN COMMANDMENTS OF GOOD COMMUNICATION

Business owners and employees, including all managers, must be familiar with the Ten Commandments Of Good Communications developed by American Management Association (AMA) as outlined below.
 

THE TEN COMMANDMENTS OF GOOD COMMUNICATION FROM AMA

1. Seek To Clarify Your Ideas Before Communicating.

The more systematically we analyze the problem or idea to be communicated, the clearer it becomes. Good communication must also consider goals and attitudes of those who will receive the communication and those who will be affected by it.

2. Examine The True Purpose Of Each Communication.

Before you communicate, ask yourself what you really want to accomplish with your message - obtain information, initiate action, change another person's attitude? Identify your most important goal and then adapt your language, tone, and total approach to serve that specific objective.

3. Consider The Total Physical And Human Setting When You Communicate.

Meaning and intent are conveyed by more than words alone. Consider the following:

  • • Your sense of timing, i.e. the circumstances under which you make an announcement or    render decision.
  • • The physical setting - whether you communicate in private in a group.
  • • The social climate that pervades work relationships within the company or department and    sets the tone of its communications.
  • • Custom and past practice - the degree to which your communication conforms to, or    departs from, the expectations of your audience.

4. Consult With Others, When Appropriate, In Planning Communication.

Such consultation often helps to lend additional insight and objectivity to your message. Moreover, those who have helped you plan your communication will give it their active support.

5. Be Mindful, While You Communicate, Of The Overtones As Well As The Basic Content Of Your Message.

Your tone of voice, your expression, your apparent receptiveness to the responses of others - all have tremendous impact on those you wish to reach. Frequently overlooked, these subtleties of communication often affect a listener's reaction to a message even more than its basic content.

6. Take The Opportunity, When It Arises, To Convey Something Of Help, Or Value To The Receiver.

Consideration of the other person's interests and needs - the habit of trying to look at things from his point of view - will frequently point up opportunities to convey something of immediate benefit or long-range value to him.

7. Follow Up Your Communication.

This you can do by asking questions, by encouraging the receiver to express his reaction, by follow-up contacts, by subsequent review of performance. Make certain that every important communication has a "feedback" so that complete understanding and appropriate action results.

8. Communicate For Today As Well As For Tomorrow.

While communications may be aimed primarily at meeting the demands of an immediate situation, they must be planned with the past in mind, if they are to maintain consistency in the receiver's view. Most important of all, they must be consistent with the long-range interests and goals. For example, it is not easy to communicate frankly on such matters as poor performance or the shortcomings of a loyal subordinate - but postponing disagreeable communications makes them more difficult in the long run and makes it actually unfair to your subordinates and your company.

9. Be Sure Your Actions Support Your Communication.

In the final analysis, the most persuasive kind of communication is not what you say, but what you do... For every manager this means that good supervisory practices - such as clear assignment of responsibility and authority, fair reward for effort, and sound policy enforcement - serve to communicate more than all the gifts of oratory.

10. Seek Not Only To Be Understood, But To Understand.

Be a good listener! When we start talking we often cease to listen - in the larger sense of being attuned to the other person's unspoken reactions and attitudes. Listening demands that we concentrate not only on the explicit meanings another person is expressing, but on the implicit meanings, unspoken words, and undertones that may be far more significant.

© Management Review. Adapted and reprinted by permission of the American Management Association International. New York, NY. All rights reserved.

 

ADDITIONAL INFORMATION ONLINE

Principles Of Communication By Stephen Meade.
Principles Of Communication By University Now.
Principles Of Communication During Change By Change Guides.
Principles Of Effective Communication By Ciaran O'Boyle, RCSI Leadership.
10 Principles Of Effective And Respectful Communication By IRN Corporation.

7. THE TEN COMMANDMENTS OF EFFECTIVE LISTENING

THE ART OF LISTENING

Business owners and employees, including all managers, must also be familiar with the Ten Commandments Of Effective Listening, as outlined below. (47)

THE TEN COMMANDMENTS OF EFFECTIVE LISTENING

1. Stop Talking!

You will not be able to hear anybody if you continue talking.

2. Create A Friendly Environment.

Create a suitable environment which will help the other person to "open-up".

3. Show A Person That You Are Willing To Listen.

Demonstrate interest in the other person. Do not read your mail and look for checks while someone talks to you.

4. Minimize Or Remove Any Possible Distractions.

Create an environment whereby all possible distractions will be minimized or  removed.

5. Demonstrate Empathy Toward The Person.

Try to listen instead of being combative, and try to see the other person's point of view.

6. Demonstrate Patience Toward The Person.

Show the other person that you have time to listen and minimize interruptions.

7. Control Your Temper.

You must control your temper to allow the other person to express himself or herself freely.

8. Minimize Arguments With The Person.

Avoid arguing with, or critiquing the other person unnecessarily, since this can be very counterproductive in the end.

9. Ask Questions.

By asking questions you will demonstrate to the other person that you are really  interested in him or her.

10. Don't Jump To Conclusions Too Quickly.

Try to give the other person the "benefit of the doubt" and stay positive.

 

ADDITIONAL INFORMATION ONLINE

The Cost Of Not Listening By The Customer CEO.
Importance Of Listening To Customers By Bill And David Mariott.
How To Listen To Your Customers By Blair Christie, With The Economist.
The Importance Of Listening And Non-Verbal Communication By Tom Traylor.
How To Make Your Customers Feel Important Through Listening By Brian Tracy.

8. A SUGGESTION SYSTEM

WHAT IS A SUGGESTION SYSTEM?

Another type of communication that has gained popularity in many industries is a Suggestion System. 

A suggestion system is designed to facilitate effective upward communication within the organization. By installing a suggestion system, business owners and managers encourage subordinates to exercise independent thinking and to provide suggestions for improving organizational performance.

Although this system is particularly popular among larger organizations, small and medium-sized companies may also derive substantial benefits from it.

 

ADDITIONAL INFORMATION ONLINE

Employee Suggestion System By Bill Sims.
The Power Of Suggestions By Dan Gunter, Heart Of Excellence.
Planning And Implementing An Effective Suggestion System By Flevy.
Employee Suggestion System By Patrick Stipes And Debbie Bohannon, Take 5.
Employee Engagement Suggestion System At Philips Respironics By E. Kulikowski.

9. FOR SERIOUS BUSINESS OWNERS ONLY

ARE YOU SERIOUS ABOUT YOUR BUSINESS TODAY?

Reprinted with permission.

10. THE LATEST INFORMATION ONLINE

 

LESSON FOR TODAY:
The Most Important Thing In Communication Is Hearing What Isn't Said!

Peter F. Drucker

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