Chapter 2: Effective communication for supervisors

Question 1

Types of communication

Answer 1

1. Downward communication- moves information from an organisation higher levels to its lower levels
2. Upward Communication- moves information from lower levels to its higher levels
3. Lateral communication- moves information between persons at the same level in the organisation

Question 2

Communication myths

Answer 2

• we communicate only when we want to
• words mean nothing
• we communicate chiefly with words
• nonverbal communication is silent communication
• the best communication is one-way message
• the message communicated is the message received

Question 3

Communication Barriers

Answer 3

1. Distractions
   - workplace distractions such as: too much noise, excessive heat/ cold, interruptions & physical discomfort
2. Differences in background
3. Poor timing
4. Personality differences
5. Closed mindedness
6. Differences in assumptions
7. Stress
8. Emotions
9. Predijuce

Question 4

Personal Biases and Communication

Answer 4

1. First Impressions
2. Stereotypes
3. Just-like-me
4. Pitchfork effects
5. Contrast Effect
6. Severity Effect

Question 5

Speaking skills

Answer 5

1. Think about the details
   - speaker must be conscious of volume, tone and pace
   - supervisors can vary the tone of their voice according to the situation
2. Speaking on the job
   - guidelines can help to ensure effective speaking in any work situation
   - plan and organise what you have to say and stick to the main points without introducing unnecessary information

Question 6

Formal Presentation

Answer 6

• Requires planning and organisation

- presentations can be informative (explains a topic), persuasive (convincing an audience about something)

Question 7

what is the four things to consider when analysing the audience

Answer 7

1. what values are important to them
2. why do they need the information being present
3. what constraints might prevent them from doing what is wanted or from understanding what is needed?
4. what is the audiences demographic profile

Question 8

Three parts of a presentation

Answer 8

1. Introduction
   - should get the listeners attention, gain their interest and communicate the presentations purpose
2. Main Body
   - should present information in a logical sequence, with each point supporting the intent of the presentation
   - should include the benefits the audience will likely experience as a reshot accepting the presentations main point

Visual aids can enhance presentations if used properly, it should include:

• being kept short & simple
• develop titles
• use no more than one visual for several minutes of speaking
• graphs, pictures, flowchart can often summarise information better than words on screen

3. Conclusion
   - summarises information already provided.

Question 9

Presentations environment

Answer 9

A poor environment can ruin a great presentation.

Before presenting ensure that:

• you test your equipments
• you go back & determine weather the planned visuals can be seen easily
• make sure a pointer is easily accessible
• test microphone in advance
• ensure that there’s enough papers & pens in hand
• arrange seating in the room appropriately