There's no doubt about it - the workplace can sometimes feel like an endless entanglement of conflict and confusion. Miscommunication accounts for some of the most common work issues, like employee dissatisfaction or forgotten tasks. Luckily, good communication skills are easy to learn and endlessly helpful in navigating the office jungle. Here's an account of some of the most common flaws in workplace communication, and how to avoid them:
Silence isn't always golden.
The problem: According to a Cornell study, over half of the workers surveyed said that they rarely spoke to their superiors about problems or ideas (only five or fewer times each year). Fifteen percent admitted to never speaking up at all.
Why so speechless? Some said they had nothing to say, but the majority said they believed sharing was a waste of time or potentially detrimental.
The effect: Employees at every level can make valuable contributions. "We believe the answers don't all stem from better financial models or decision-making at the top," says Harvard Business Review (HBR). "Rather, employees have knowledge and ideas that could help head off organizational malfunctions and drive performance, if only they'd speak up."
"When only execs contribute to the debate, businesses risk missing out on hearing fresh and interesting perspectives. And employees who keep quiet about dissatisfaction in part ensure that the problems won't get fixed."
How to avoid it: According to HBR, it's not enough to leave a suggestion box on the reception desk. Employers should be proactive and ask their employees, "What do you think?" Soliciting feedback will make employees feel comfortable speaking up, not just about good ideas but workplace concerns. Employees can improve their sharing skills by asking questions. Real Business suggests managers give their staff a quota of two suggestions per month on how to improve business.
Emails can create more problems than they clear up.
The problem: The Internet has transformed the way business is conducted and email has become a standard professional communication. So why do people still struggle with it? A 2005 study found that although 50 percent of all online communication is misunderstood, senders believe that, for the most part, their message is being received clearly.
The back-and-forth nature of email "makes text-based communication seem more informal and more like face-to-face communication than it really is," said Dr Nicholas Epley, who spearheaded the research. Plus, the results show communication is further hindered by the lack of interpersonal nuances like body language and tone of voice.
The effect: Email can create problems or confusion in an otherwise tranquil situation, according to a study in the Academy of Management Review. The article said that messages tend to be interpreted as less positive than intended. Tensions can arise from misunderstood sarcasm, for example.
The solution: They say voicemail is dead but it might be time for a comeback. Leaving a quick message can prevent the kind of misunderstandings brought upon by the informality and emotional vacancy of email. Seventy-five percent of the Epley's subjects were able to correctly interpret phone messages - a vast improvement from the 56 percent success rate for emails.
Listen up.
The problem: Communication isn't just about saying the right thing. It's also about knowing when and how to listen. Too often these days, says the Huffington Post, the listener os physically present but mentally engaged elsewhere. He or she hears - but does not digest - information.
The effect: If a fellow employee's eyes seem vacant or glued to his/her Blackberry screen, the speaker may feel ignored. And the supposed listener might be missing out on valuable information even if he or she thinks they're getting the gist of it.
The solution: When someone's talking to you, listen. Put down your Blackberry, turn off your thoughts about last night's American Idol, and synthesize the information handed to you. Listening builds better relationships, facilitates the spread of ideas, and helps improve workplace communication.
Don't let details fall through the cracks.
The problem: With teamwork, especially in bigger teams, an assignment can reach many people before it's done. With all the handoffs, little details can be easily missed if a group is disorganized, says HBR.
The effect: Failing to stay organized leaves much room for dropped balls. HBR says that even employees who think they're communicating all the necessary information during handoffs may be missing key details by assuming certain facts are implicit or by not being specific enough. And when a task is miscommunicated, it reflects poorly on the team as a whole.
The solution: HBR has a simple way to stay on top of an assignment for every step: make a checklist. During each handoff phase, discuss questions like, "What do you understand the priorities to be?" and "What are your key next steps?"
Taken from openforum.com
Sunday, August 28, 2011
Sunday, August 21, 2011
How to Communicate in Every Situation
Communication is increasingly happening electronically. Still, there are times when conversing the old-fashioned way - through the telephone or face-to-face - is best.
With so many forms of communication to choose from, knowing which to use can be difficult. "There are many factors to consider when determining the best approach, from the product or service you're selling to the person you're dealing with," says Gina Rubel, head of Furia Rubel Communications, a marketing and public relations firm in Doylestown, PA. "It's not always clear what's appropriate."
Here's a look at three types of interactions and the most effective communication form for each of them:
Employee communication
For some situations, a face-to-face meeting is essential. "For anything involving a critical conversation or emotional issue, do it in person," says Rubel. Also, for small businesses that don't have offices, important meetings - discussions of goals for the coming year or regular planning sessions - should be done face-to-face. Employee evaluations should always be conducted in person, according to Rubel.
Job interviews also require face-to-face discussions. "I would never hire someone to work in my office without meeting them first," says Rubel. "The risks are too high." One exception: If you're hiring someone for a lower-level job who's too far away for a feasible face-to-face interview. In that case, your might conduct the conversation via Skype.
The situation may be different for independent contractors, however, especially if there's a lot of information available about them on the web. When hiring graphic designers, for example, Rubel finds that a telephone call does the trick. That's because she generally can see samples of their work on their website or through Google searches. "Today, there's enough information online, you can get a good feel for whether someone is a good fit without seeing the person in person," she says.
As for day-to-day matters, those can be discussed via email or telephone. But, if you talk on the phone, follow up with an email. When Rubel is out of town, for example, she always asks employees to confirm conversations electronically. "People get so distracted," she says. "If they don't get it in writing, they'll forget."
Negotiations
If it's a high stakes negotiation, you have to meet face-to-face. That's especially true for discussions with potential manufacturers or other partners in foreign countries. For one thing, in many cultures it's expected that you'll spend time cultivating a relationship in person so you can establish a bond of trust. In addition, you need a feel for the nuances of the conversation, something that can only happen in a face-to-face conversation.
In addition, if you're hiring a company to manufacture a product, you need to be able to see the physical location. Rubel recalls a client who recently discovered (during an initial tour of a plant in China) that the factory was using child labor. The negotiations were called off.
Once you've finished that phase of the process, however, then you can rely on email. In fact, according to Rubel, that's preferable and will ensure interactions are documented. "From a legal perspective, getting into the nitty gritty should be done in writing," she says.
In other cases, telephone and email will do. That's particularly the case if you already know the person, but you don't need to have a previous relationship. For example, when working out contract terms with graphic designers, Rubel almost always uses emails. The same is true for many customers. "We have a lot of clients we've never met in person," says Rubel.
Client interaction
Generally, for day-to-day communication, email is fine. In most service industries where the quality of the relationship is essential, regular in-person meetings for more important matters are de rigueur. That's especially true for lawyers, accountants, human resources professionals, financial advisors, etc. In between those meetings you can communicate via email.
Despite all the guidelines, there's no hard and fast rule. When it comes to clients, it's best to find out ahead of time how they like to communicate. A financial advisor, for example, may learn that more tech-savvy people prefer conversing electronically. "Some clients are too busy for anything but email," says Rubel.
Still, if you're interested in sealing the relationship, personal interactions are the most effective. Rubel, for example, recently switched from a major national bank to a smaller, local one. In December, a bank vice-president dropped by her office for a visit and brought a Christmas basket with him "That kind of personal interaction shows they value our business," she says. Sometimes, you can't cut corners and it pays to make time for a personal visit. For every other scenario, there's wealth of communication technology to choose from.
Taken from openforum.com Written by Anne Field
With so many forms of communication to choose from, knowing which to use can be difficult. "There are many factors to consider when determining the best approach, from the product or service you're selling to the person you're dealing with," says Gina Rubel, head of Furia Rubel Communications, a marketing and public relations firm in Doylestown, PA. "It's not always clear what's appropriate."
Here's a look at three types of interactions and the most effective communication form for each of them:
Employee communication
For some situations, a face-to-face meeting is essential. "For anything involving a critical conversation or emotional issue, do it in person," says Rubel. Also, for small businesses that don't have offices, important meetings - discussions of goals for the coming year or regular planning sessions - should be done face-to-face. Employee evaluations should always be conducted in person, according to Rubel.
Job interviews also require face-to-face discussions. "I would never hire someone to work in my office without meeting them first," says Rubel. "The risks are too high." One exception: If you're hiring someone for a lower-level job who's too far away for a feasible face-to-face interview. In that case, your might conduct the conversation via Skype.
The situation may be different for independent contractors, however, especially if there's a lot of information available about them on the web. When hiring graphic designers, for example, Rubel finds that a telephone call does the trick. That's because she generally can see samples of their work on their website or through Google searches. "Today, there's enough information online, you can get a good feel for whether someone is a good fit without seeing the person in person," she says.
As for day-to-day matters, those can be discussed via email or telephone. But, if you talk on the phone, follow up with an email. When Rubel is out of town, for example, she always asks employees to confirm conversations electronically. "People get so distracted," she says. "If they don't get it in writing, they'll forget."
Negotiations
If it's a high stakes negotiation, you have to meet face-to-face. That's especially true for discussions with potential manufacturers or other partners in foreign countries. For one thing, in many cultures it's expected that you'll spend time cultivating a relationship in person so you can establish a bond of trust. In addition, you need a feel for the nuances of the conversation, something that can only happen in a face-to-face conversation.
In addition, if you're hiring a company to manufacture a product, you need to be able to see the physical location. Rubel recalls a client who recently discovered (during an initial tour of a plant in China) that the factory was using child labor. The negotiations were called off.
Once you've finished that phase of the process, however, then you can rely on email. In fact, according to Rubel, that's preferable and will ensure interactions are documented. "From a legal perspective, getting into the nitty gritty should be done in writing," she says.
In other cases, telephone and email will do. That's particularly the case if you already know the person, but you don't need to have a previous relationship. For example, when working out contract terms with graphic designers, Rubel almost always uses emails. The same is true for many customers. "We have a lot of clients we've never met in person," says Rubel.
Client interaction
Generally, for day-to-day communication, email is fine. In most service industries where the quality of the relationship is essential, regular in-person meetings for more important matters are de rigueur. That's especially true for lawyers, accountants, human resources professionals, financial advisors, etc. In between those meetings you can communicate via email.
Despite all the guidelines, there's no hard and fast rule. When it comes to clients, it's best to find out ahead of time how they like to communicate. A financial advisor, for example, may learn that more tech-savvy people prefer conversing electronically. "Some clients are too busy for anything but email," says Rubel.
Still, if you're interested in sealing the relationship, personal interactions are the most effective. Rubel, for example, recently switched from a major national bank to a smaller, local one. In December, a bank vice-president dropped by her office for a visit and brought a Christmas basket with him "That kind of personal interaction shows they value our business," she says. Sometimes, you can't cut corners and it pays to make time for a personal visit. For every other scenario, there's wealth of communication technology to choose from.
Taken from openforum.com Written by Anne Field
Sunday, August 14, 2011
3 Steps to Managing Workplace Conflict with Emotional Intelligence
No matter how great a corporate culture you create, no matter how good a role model you are, it's inevitable that situations will arise that require you to mitigate emotional stress within the ranks. Personal conflicts, outside pressures, and job-related stress will eventually become a factor to be dealt with in any workplace setting. How well leaders handle those situations depends on their emotional intelligence.
Managers often make one of two common mistakes when dealing with an emotional situation.
Managers often make one of two common mistakes when dealing with an emotional situation.
- The manager attempts to invalidate or downplay an emotional conflict and becomes a player in the emotional drama himself.
- The manager simply ignores the job-affecting emotions, hoping they will resolve themselves.
When the manager or group leader tries to downplay or dismiss a worker's emotions, he or she inevitably creates a bigger problem. Not only does this raise the emotional stakes, but it now creates a situation in which negative emotions are directed at the manager. Though this is very common and, arguably, a natural form of response from busy managers with plenty on their plates, it's incumbent upon leaders to avoid leaving an employee feeling slighted in this way.
Likewise, ignoring the problem often creates a snowball effect, where resentment and negative emotions continue to grow, making the situation worse. It's always better to address emotionally-wrought problems earlier than later.
There is a three-step formula, however, which comes naturally to emotionally intelligent leaders. It is one that can easily be employed by any manager to take the edge off an emotional situation. This formula does not attempt to solve the problem itself, but is geared toward addressing and neutralizing the emotions so that the problem can then be approached in a more objective and effective manner.
Step 1: Acknowledge. More than anything, people want their feelings to be acknowledged. It may seem overly simple at first, but a statement such as, "I want you to know, I understand you are feeling very stressed right now," can go miles toward lowering the emotional stakes of a situation. Everyone wants to feel understood, and acknowledgment is not difficult or compromising to do. Further, it doesn't concede agreement with the emotional state; only empathy.
Step 2: Positively substitute. There is a great power in a positive outlook and almost any negative situation can be framed in a positive light. A manager with emotional wisdom may say something like, "I know you are under a lot of stress, and I know a great deal of it is because you are a great employee and want to do the very best job you can." What the manager has done in this example is to mitigate a negative emotion of personal pride in a job well done. This doesn't alleviate the first emotion, but it adds a positive perspective into the conversation.
Step 3: Suggest, re-acknowledge and appreciate. Not all situations are within the control of the manager. An increased workload that has come down from above may not be able to be removed, for example. What the manager can do is suggest ways he or she might be able to help, re-acknowledge the emotions involved and offer appreciation for the employee. "I cannot promise anything, but I will try to see if there is any way to lighten your load. I understand you are feeling stressed and I want you to know I really appreciate your efforts." By saying this, you have reassured the employee without making binding promises, and reinforced a sense of empathy and appreciation.
Taken from openforum.com Written by Scott Allen
Sunday, August 7, 2011
Top 10 Mistakes Home-Based Business Owners Make
While it may be true that there is no place like home, it is also true that running a home business may not be as easy as it looks. Dividing your home in order to create a suitable location for your business - while keeping the remaining space comfortable for those living in the house - will take some careful planning.
- Trying to fit a round business into a square house. Not all businesses can realistically succeed in a home-based location. Take a look at your needs for equipment, work space, storage, inventory and employees to determine if it is simply too difficult to run your business from your home. Service-based businesses are typically easier to fit comfortably into a home than retail or manufacturing businesses. Many people learn the hard way by not being realistic upfront.
- Lack of motivation. It is easy to become distracted. A home business should be run in the same manner as an office-based business. You need to motivate yourself to go to work in the morning and maintain that motivation during the course of the day in order to succeed.
- No room to grow. If you are fortunate and your home-based business is successful, you may need to expand. This may simply mean purchasing another computer or printer, or making space for an employee. It is important while setting up a home business environment to anticipate growth. How do you know if it is time to expand beyond your home into a real office?
- Overspending what you are saving on overhead. Too many business owners justify spending money on all sorts of equipment by not paying overhead. In the end they overspend. Watch your budget.
- Forgetting to promote your company. It is not uncommon for home-based business owners to get a little too comfortable working in a relaxed environment. Too often this means not getting out and promoting the business. Email newsletters are a valuable means of promotion. Conferences, industry events, and even local chamber of commerce gatherings can help you build your customer base.
- Not having a client-friendly environment. You may need to have clients come to your home. Too many home business owners have had to make excuses for their house, kids, dog and the lawn sprinklers before sitting down with their clients. Set up the office portion of the house for business only.
- Technical insufficiencies. Many home-based businesses are not dedicated or up-to-date. Your business computers should not be networked to the home computer where your children are hogging valuable bandwidth downloading games. And your technical equipment should be as state-of-the-art as you need and can afford.
- Zoning nightmares. You may not know the zoning laws for your neighborhood, but your neighbors may be able to recite them. There are many stories of home business nightmares because of zoning laws. The more discrete your business is, the less likely you will have problems. However, read the zoning laws regardless.
- Overlapping home and office. One of the advantages of working from a home-based office is that you can spend more time with your family. However, as much as you love them, you need to have a separate office space and set some ground rules so you can work while other activities are taking place at home.
- Lack of a business plan. Just because it is a home-based business does not mean you do not need a business plan. You should be taking your business just as seriously as if you were heading into any other type of business.
Taken from allbusiness.com
Sunday, July 31, 2011
10 Steps to Running a Successful Home-Based Business
No one wants his or her business to fail, but that prospect is something that every business owner must consider. Luckily there are steps you can take to help ensure your success. These steps are easy to follow and will help you to become a successful home-based business owner.
- Plan ahead. Take the time to make plans for every eventuality that may arise. From natural disasters to unexpected financial problems, you will need to have a plan that can be readily accessed to get you through a difficult time.
- Put money aside. Don't begin your business with delusions of overnight success. You'll need funds to tide you over while your business grows and becomes profitable. Put some money aside that you can tap into if necessary.
- Organize your time. Being a responsible business owner means managing your time wisely. Initially you will need to spend extra time making your vision a reality. Build that time into your schedule.
- Organize your space. You can't run your business effectively if you are wasting time looking for an important receipt under reams of loose paper. Take some time to organize your home office and make sure you can function efficiently.
- Stay focused. Family responsibilities, chores, TV and the warmth of your own bed can all distract you from the task at hand. Remove as many distractions as you can from your home office and stay focused.
- Figure out tax laws now, before it is too late. Don't wait to research the tax laws that will impact your new business. Do your research now so you will be prepared come tax time.
- Advertise your business. You can't afford to wait for your customers to come to you - you need to go out and get them. Advertising is an investment, and spending money now to market your business effectively can pay big dividends down the road.
- Get the proper equipment. If you are running to the nearest Kinko's to send a fax, it is time to purchase the equipment you need to run your business correctly. It is an extra expense, but it's a necessary one.
- Cover your assets. Don't wait for a natural disaster to destroy your entire inventory - now is the time to purchase the insurance you need. Do not incur losses that could be avoided by having proper insurance.
- Do not get discouraged. Success does not come overnight. It will require dedication, hard work, and a lot of extra effort to make it a reality. Many business owners quit when all they needed to do was hang in there for a few more months. This is your dream; do all you can to keep it alive.
Taken from allbusiness.com
Sunday, July 24, 2011
10 Tips for Home-Based Businesses
Starting a home-based business is never easy. From advertising to zoning, there is always something that will require your attention. Here are 10 tips to keep you focused on your quest to make your home-based business a success.
- Set a schedule and stick to it. The allure of working from home is powerful - but so in the appeal of spending more time with your family or of taking a nap in the middle of the day. Setting and maintaining a schedule for your workday is critical.
- Set up a dedicated office area. You can't run a business from your kitchen table. A successful business requires a fully equipped home office. If you have an extra bedroom, consider converting it into office space. If you do not have an extra room in your home, try setting up a partition to create and office area.
- Be professional. One of the perks of running a business from home is having the option of working in your pajamas, but your customers should not be able to tell that you just rolled out of bed. Maintain normal office hours and a professional demeanor when answering your phone or dealing with customers.
- Advertise. Just because you build it doesn't necessarily mean they will come. To succeed, you will need to advertise your new business. Advertising and marketing don't have to be expensive, but they have to be done.
- Familiarize yourself with the applicable tax laws. You are about to enter a whole new world of taxation. To avoid ending up frazzled by April 15th, take the time now to discuss your options with your accountant or with another qualified professional who can advise you about your tax situation.
- Check with your zoning commission. Make sure there are no zoning laws that will prevent you from running your business from home.
- Formulate your business plan. Where do you want your business to be in six months? How about in five years? Many small business owners mistakenly think that a business plan is only necessary if they are going to have investors. But businesses of all sizes can use a business plan as a roadmap to success.
- Get on the Web. The Internet is the single best way for a home-based business to reach out to prospective customers. Even if your business isn't "e" anything, you need a website that can function as an online brochure for your company.
- Do your research. You may think that your idea for your home-based business is unique. But unless you do some market research, you won't know whether or not your market is already saturated. Market research can help you find a special angle for your product or service, giving you an edge over your competitors.
- Don't get discouraged. Many businesses fail simply because their owners became discouraged after a disappointing trial period. You will have to show grit and determination to make your business succeed. Hang in there and do all that you can to make your business the success you know it can be.
Taken from allbusiness.com
Sunday, July 17, 2011
How to Succeed on the Home-based Entrepreneurial Journey
As a home-based business entrepreneur you are choosing to do something bold. You are taking a journey on a road less traveled. Obviously, if I tell you that 95% of all businesses fail you'll realize that to succeed you will require safe directions.
You'll have to make decisions like, is this going to be a real business? Will it be a move from where you are now to the land of Freedom? Or will it be just some additional income for you and your family, a little pleasure trip?
The choice you make will determine rather on not you will have an opportunity to end up in the top 3% of the income earning population. Whatever you choose you will need a few things to make your journey feasible.
A vehicle: The business you've chosen. Some girls like fast cars some girls don't. Some girls are going to spend the money, some want to start with the economy model.
A map: The system that your company already has in place. Others have already followed this map and know the directions work. They know what roadblocks to watch out for and where the potholes are. You only need to follow the directions and not try to reinvent the wheel.
A coach to ride shotgun: Your sponsor, partner or mentor. Remember the map? Whoever rides shotgun will be there to guide you. Sometimes you'll have trouble reading the map. They'll know and understand the roads because they've already traveled on them. It''s a win win situation.
A suitcase: You'll need clothes, makeup and some good reading material. Let's talk girl talk for a minute. You can't make a first impression on the second try. Increase your first impression power by dressing a little nicer and putting your best face. I do not mean you always have to wear a business suit and make up. Keep in mind however what kind of impression you want to make.
As for reading material you should be reading books and magazines that will improve your knowledge. Do you know who you want to be? A businesswoman learns about her company, how to run a business, finance, and yes, she works on personal development.
A set of keys: Your mindset, how you think and what your beliefs are. How you talk to yourself.
Your 'why', is it big enough? Are you passionate enough about your 'why' for it to see you through any hardship you will, most definitely, encounter on your journey?
Your character, are you diligent, humble and giving? Do you have integrity? You can have the best vehicle, map and coach and still not succeed. You must have the right keys?
Your mindset
You'll have to make decisions like, is this going to be a real business? Will it be a move from where you are now to the land of Freedom? Or will it be just some additional income for you and your family, a little pleasure trip?
The choice you make will determine rather on not you will have an opportunity to end up in the top 3% of the income earning population. Whatever you choose you will need a few things to make your journey feasible.
A vehicle: The business you've chosen. Some girls like fast cars some girls don't. Some girls are going to spend the money, some want to start with the economy model.
A map: The system that your company already has in place. Others have already followed this map and know the directions work. They know what roadblocks to watch out for and where the potholes are. You only need to follow the directions and not try to reinvent the wheel.
A coach to ride shotgun: Your sponsor, partner or mentor. Remember the map? Whoever rides shotgun will be there to guide you. Sometimes you'll have trouble reading the map. They'll know and understand the roads because they've already traveled on them. It''s a win win situation.
A suitcase: You'll need clothes, makeup and some good reading material. Let's talk girl talk for a minute. You can't make a first impression on the second try. Increase your first impression power by dressing a little nicer and putting your best face. I do not mean you always have to wear a business suit and make up. Keep in mind however what kind of impression you want to make.
As for reading material you should be reading books and magazines that will improve your knowledge. Do you know who you want to be? A businesswoman learns about her company, how to run a business, finance, and yes, she works on personal development.
A set of keys: Your mindset, how you think and what your beliefs are. How you talk to yourself.
Your 'why', is it big enough? Are you passionate enough about your 'why' for it to see you through any hardship you will, most definitely, encounter on your journey?
Your character, are you diligent, humble and giving? Do you have integrity? You can have the best vehicle, map and coach and still not succeed. You must have the right keys?
Your mindset
- How do you feel about money? Are you afraid of it? Do you believe it is evil? Do you believe you deserve it?
- How do you talk to yourself? Do you tell yourself encouraging things like, 'I am unstoppable.' 'I am in the process of becoming a self-made millionaire.'
Your 'Why'
- Why are you taking this journey? What are your dreams? What are your objectives?
- Are you passionate enough about your reason that you can keep your destination foremost in your mind in through the storms in life?
Your character
- Is this all about you? Are you doing this solely to make your dreams come true or do you desire to help others? Are you seeking to live a joyful thriving existence through philanthropy? What would that look like? Feeding the poor, building wells for water in third world countries, helping abused women, or perhaps giving to stop sex trafficking across the world.
- Are you prepared to lead with integrity? To brand your name for the world to see knowing you will be under scrutiny of everyone you come into contact with.
Are you unstoppable? Are you prepared to stop for repairs, most of which will be to your own mindset? Are you willing to discover the real you? There are a lot of questions here. They require answers.
Usually people find the greatest success when they take the time and effort to write out the answers to these questions. Use this article like a worksheet by copying it and writing the answers out.
As you read this you had thoughts and feelings about how you would answer these questions. They are telling you about you. These answers can be used to assist you on your road trip to Freedom.
By now you see the advantage of having the right tools and guidance. Decide now to commit to equipping yourself with the right keys. Remember that you cannot possibly fail unless you give up.
'til next time, Janette Stoll
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