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Why Skills Training is the Key to a More Productive Workplace
The boss was convinced the issue was poor employees who refused to stick to company procedures. After dedicating weeks watching how communication worked in the organisation, the true cause was obvious.
Communications flowed through the business like a game of telephone. Instructions from leadership would be garbled by supervisors, who would then pass on confused information to front-line staff.
Not a single person was purposely creating problems. The whole team was working hard, but the information flow were completely not working.
What changed everything came when we modified the whole method. Instead of talking at people, we started doing proper discussions. Team members told us about near misses they'd encountered. Bosses really heard and put forward more questions.
The results were immediate. Injuries dropped by 40% within a quarter.
It became clear to me - effective development isn't about perfect presentations. It's about authentic dialogue.
Real listening is likely the vital ability you can build in communication training. But the majority think hearing means nodding and making encouraging noises.
That doesn't work. Proper listening means keeping quiet and genuinely grasping what they want to communicate. It means asking questions that show you've understood.
Here's the reality - nearly all supervisors are terrible listeners. They're already formulating their answer before the other person stops speaking.
I demonstrated this with a telecommunications company in Victoria. Throughout their team meetings, I counted how many instances managers interrupted their team members. The average was less than a minute.
Of course their worker engagement scores were awful. Employees felt unheard and undervalued. Communication had turned into a one-way street where supervisors spoke and staff appeared to pay attention.
Digital messaging is also a mess in many offices. People fire off messages like they're messaging friends to their friends, then wonder why confusion arises.
Email tone is especially difficult because you miss tone of voice. What appears clear to you might appear rude to someone else.
I've seen numerous office disputes blow up over badly worded digital communication that should have been resolved with a two-minute phone call.
The terrible situation I saw was at a government department in Canberra. An digital communication about spending decreases was composed so poorly that 50% of employees thought they were losing their jobs.
Chaos spread through the building. Staff started polishing their resumes and calling job agencies. It took three days and several clarification meetings to fix the confusion.
All because one person couldn't write a simple email. The joke? This was in the communications department.
Discussion management is where most businesses throw away massive volumes of resources and energy. Bad meetings are the norm, and they're terrible because no one understands how to run them properly.
Proper conferences must have specific objectives, focused agendas, and an individual who ensures talks moving forward.
Cultural differences play a huge role in office interaction. The nation's varied staff means you're interacting with people from dozens of various cultures.
What's viewed as honest talking in Anglo society might be interpreted as aggressive in other communities. I've seen many conflicts occur from these cultural variations.
Training should cover these differences honestly and usefully. Staff need real strategies to handle diverse communication effectively.
Quality communication training recognises that communication is a capability that develops with practice. You can't learn it from a manual. It needs constant application and input.
Organisations that commit resources in proper communication training experience actual benefits in productivity, employee satisfaction, and service quality.
Main thing is this: interaction isn't brain surgery, but it definitely demands real commitment and effective development to get right.
Resources for innovative communication training constitutes an important benefit that enables companies to thrive in continuously transforming business environments.
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