Getting the Word Across The importance of communication in the workplace

By J.D. McHenry

Getting through to people is one of the most difficult parts of the job for many supervisors. This cannot be taken lightly because no single aspect of a supervisor’s job can contribute to career success as much as being an effective communicator. Since communication on the job is so important, it should be promoted and encouraged at every opportunity. In order to do so, supervisors need to be aware of the barriers to effective communication and how to overcome them. They must continually seek and practice ways to keep communication channels open. Being informal and available to discuss almost any problem has proven valuable.

Supervisors need to know different aspects of communication such as how to promote upward communication, how to carry on a conversation, what to do when they aren’t being informed, how to avoid over-communicating, how much people should be told and how to deliver bad news to employees.

COMMUNICATION IS A MAJOR PROBLEM IN AVIATION

Aviation supervisors typically do not communicate well, so misunderstanding often occurs between personnel. For example, supervisors often wait until the last minute to notify employees. This creates confusion and inefficiency in the workplace. Many employee problems result directly from lack of communication or direction from their supervisors. Employees feel a lack of personal value created by the company when they are not properly informed. This ultimately de-motivates the employees. Most importantly, supervisors need to be good listeners.

GIVE YOUR POSITIVE PERSONALITY WHEN COMMUNICATING

Personality plays a major role in spoken communication. In some situations, the impact of personality can be more important and lasting than the words we use. There is a great deal of evidence that suggests that the way we project ourselves to others determines to a large extent how successful we are in communicating.

Personality can be difficult to define, perhaps because it includes so many aspects of us. It is the type of thing we feel but have trouble putting into words. However, one point is quite definite — we cannot adopt someone else’s personality. Our personality must be our own.

We must develop and perfect our own best self. This includes our way of speaking and listening. Our mannerisms, our smile and our handshake are all part of our personality. It pays to reflect a positive attitude and an optimistic viewpoint. The degree of enthusiasm we display in front of others at least partly indicates how successful we are at promoting our positive personality.

USE HUMOR WHEN APPROPRIATE

We need to recognize that humor can complement and augment our personality. The right use of humor can create goodwill, increase our acceptance, break the tension of an embarrassing situation and promote teamwork and cooperation. Of course, humor must be used thoughtfully and in good taste. Before we include humor in our conversation, we need to make sure it is suitable for the occasion and that nobody will be offended.

REFRAIN FROM ACTING SUPERIOR

Having a friendly way about us counteracts any tendency we might have to be overbearing or demanding when we seek cooperation. By refraining from acting superior, we can prevent barriers from coming between ourselves and our people. We can still give our image the attention it deserves. We should maintain a confident view of ourselves as people who are growing and improving in diverse areas, including the vital areas of our personality.

VERBAL IS THE MOST EFFECTIVE COMMUNICATION

Two findings of a Bureau of National Affairs survey of 219 big and small manufacturers and other businesses were:

1. The most effective employee communication techniques are verbal.

2. The first-line supervisor is the key link in the communication process.

The survey results also reveal that among downward communication techniques, nearly all companies use the bulletin board. Then come supervisor’s meetings, followed by company publications and meetings of employees in small groups.

FIRST-LINE SUPERVISORS ARE THE KEY LINK IN COMMUNICATION PROCESS

Supervisors communicate with their people to inform them, to influence them and to support them. Successful communicators have learned, however, that it isn’t wise to try to do more than one of these at a time. Doing so weakens the transmission of the message and also dampens the impact. Good communication is simply effective passing of information by the most suitable means available. The result is more important than how it is done. The communicator must give some thought to communicating and not just trust it to chance. The keys to effective employee communication are simple and purposeful.

TECHNIQUEs For Easy ConverSATION

Being a good conversationalist helps our image and makes us welcome at both business and social functions. It also makes it easier to communicate our thoughts and ideas because our listeners will pay more attention to our words.

You can develop the technique of easily carrying on a conversation if you work at it. Here are a few dos and don’ts on the art:

• Be short and precise with your messages. Telling everything can be tiring for listeners.

• Never interrupt someone who is speaking. Waiting your turn makes what you say more interesting when the right moment comes.

• Add some occasional body language to your words. You’ll put some sparkle into your message and it will help you when you want to be emphatic.

• Refrain from raising your voice to get attention. It’s a sure way to turn other people off.

• Be aware if your voice is shrilling, harsh, too loud or too soft. Knowing about these faults makes them correctable.

• Avoid making remarks that make listeners uncomfortable. Think twice when you feel compelled to state unpleasant facts.

• Don’t monopolize a conversation. Your listeners’ minds may begin to wander. Worse, you will become boring.

• Minimize your use of slang and clichés. Although such words may make it easier for you to express yourself, they are dull to your listeners. They also convey the idea that your vocabulary is limited.

J.D. McHenry is the president of Global Jet Services. He has been involved in numerous aviation maintenance and flight operation programs for more than 31 years. His background includes aircraft manufacturer, corporate flight operations, FAR 91 & 135 operations, aircraft management, repair stations and fixed-base operation. He holds an A&P, IA and doctorate of business management. For more information, visit www.GlobalJetServices.com.