Video Case: Case 2: Communicating

Although many managers experience much of the day-to-day formal and information communication in their jobs as a distraction from their real work, effective managers understand that communication is the real work of managers. They know that planned and unplanned communication is critical to building all-important relationships, obtaining timely information, developing support for their ideas, and enhancing employee performance.

Active listening and giving effective feedback are two of the most critical communication skills that managers can have. Active listening requires that we listen carefully to others on their own terms, resisting the tendency to quickly judge or evaluate them on what they are saying. It requires empathy, respect, concentration, and an open mind. It builds trust and reduces defensiveness. Giving effective feedback requires that we tell people information designed to enhance their performance. To be effective, feedback must be given in a way that the person can understand, accept, and use to improve performance.

The way that we give feedback can motivate or de-motivate a person, gain support or build resistance, enhance understanding, or increase confusion. Choosing the right time and place, focusing on only one or two issues at a time, linking feedback to the organization's goals, providing positive as well as negative feedback, and adapting a communication style to that of the receiver are good ways to begin. It is also important to be specific by using examples and explaining concerns in terms that are descriptive, not judgmental (“Your department had the lowest results in the last quarter,” not, “Your department results are terrible.”). Finally, it is important to check that the receiver has understood your feedback as you intended; listen to what he or she has to say in response, let the receiver know that you have confidence in him or her, follow-up to see if the receiver has made changes in response to the feedback, and acknowledge positive changes when they occur.

In this video segment, we'll see how Mia handles a problem with allaboutself.com's receptionist, Sarah, whose mediocre performance and disappointing attitude call out for management intervention. What do you think of Mia's feedback session?