On average, managers send and receive 178 messages every day of their
working lives, while their secretaries handle even more. If this load increases
without proper management, it may eventually lead to a “communications
gridlock”.
Managing information
Knowing how to communicate effectively is crucial to the success of
organizations everywhere, as well as to your own peace of mind. There is a wide
choice of communication tools available for modern businesses, and information
can be transmitted efficiently using systems such as e-mail or fax. To minimize
stress when using electronic systems, allocate sufficient time to send and
reply to letters and messages, or try to delegate these tasks. Keeping on top
of correspondence and processing information improves your efficiency at work
and reduces stress. Good communication will also encourage a fast response from
others.
Communicating effectively
Methods of communication should be tailored to the audience and the
situation. In the case study discussed here, Mary felt that writing a memo was an inappropriate way
of informing Bill of the situation. Telling him in a one-to-one meeting that he
was valued, and giving him hope of a promotion in the future helped to minimize
the stress of not being promoted.
Case study
Mary, a departmental manager, had to decide between two internal
candidates for a vacancy. She considered both to be capable, but felt that Joe
had the edge over Bill.
Instead of just appointing Joe and letting Bill hear the news from
other sources, Mary arranged a meeting with Bill before announcing Joe’s
appointment. Mary felt that a written memo or e-mail, however tactfully
composed, was the wrong way to communicate her final decision to Bill, and
would intensify any stress that he was feeling. She explained the reasons
behind her decision, emphasizing that Bill was a valued employee, that the
decision had been difficult, and that Bill would be positively considered for
promotion in the future. As Bill appreciated Mary’s honesty and accepted her
explanation, he did not feel bitter, undervalued, or resentful towards Joe and
Mary.
Cultural differences
To communicate effectively in business worldwide, it is essential
that you are aware of cultural differences. In Britain and the US, for example,
you may be able to drop in to see someone “on spec”. In Asia,
however, where communication in business is less open and more formal, it would
be more appropriate to arrange your meeting properly in advance.
Keeping up to date
Video conferencing
People all over the world can participate in the same meeting by
using a video link. This saves time and travel expenses.
E-mail
Electronic mail allows you to correspond using your computer. It
is the fastest and most effective way to send messages and documents
worldwide.
Internet
An Internet link provides immediate access to information on every
imaginable subject (a registration fee may be required). The data can be
down-loaded and saved on to your computer.
Working together
Communicating with colleagues within a work hierarchy can be
stressful. Minimize stress by:
Talking openly
Face-to-face meetings, such as impromtu meetings between two
colleagues, are often more productive than written memoranda.
Communicating and discussing issues face to face whenever
possible, to establish good working relationships;
Consulting frequently with colleagues and other teams to get
their input;
Listening to what other people are saying, even if you do not
agree with what is said;
Criticizing people’s ideas constructively.
TIP
Do not overload people with information that they do not need.
TIP
Keep a log of messages that require a reply. Follow them up.
TIP
Write faxes and letters early in the day – your
communication skills will deteriorate as you tire.
