Communication Survival Skills for Managers. (Focus on Management)

Romano, Stephen J., The FBI Law Enforcement Bulletin

The amount of time managers spend on investigating and resolving work-related personnel problems can be staggering. These problems run the gamut from equal employment opportunity complaints, job performance issues, and personality conflicts to lack of productivity and negative attitudes. Regardless of the problem, the end result, the mission, always suffers. In a majority of instances, these personnel problems share a common thread--poor or no communication between managers and employees. Managers significantly can minimize personnel problems and create a productive and harmonious work environment by using effective communication techniques.

People communicate on two levels: content (the story) and emotion (the feelings). The story (facts and circumstances) constitutes the objective part of communication. On the other hand, the feelings (meaning/significance) people have about their story count most. How people feel about a situation strongly affects their behavior. Therefore, if managers can identify and control emotions, they are in a better position to influence other people's behavior.

While conflict cannot always be resolved, it can be managed. To this end, managers can use a process of maintaining self-control, understanding their employees, and using active listening skills to change employee behavior.

MAINTAINING SELF-CONTROL

People generally agree that it is not what happens to someone in life that counts but how that person reacts to what happens that matters most. Life stressors can be overwhelming at times and may affect the way a person thinks, feels, and behaves. Emotions, not reason, may …

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Publication information: Article title: Communication Survival Skills for Managers. (Focus on Management). Contributors: Romano, Stephen J. - Author. Magazine title: The FBI Law Enforcement Bulletin. Volume: 71. Issue: 9 Publication date: September 2002. Page number: 14+. © 1999 Federal Bureau of Investigation. COPYRIGHT 2002 Gale Group.

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