Chapter 4 - Communication Flashcards
Communication pros and cons
One-way communication
Letters, reports, memos, minutes, circulars, notice boards, Internet, faxes, texts, email.
Advantages Sender can spend time thinking about what to say Written record of what was communicated Message sent is consistent Time effective
Disadvantages Little opportunity for judging recipients reaction No immediate feedback Cannot influence time or circumstance which read Danger of reading between the lines Depends of writing skills of sender May not be appropriate for circumstances Depends on recipient to read it.
Communication pros and cons
Two-way communication
Telephone calls, face to face meetings, team meetings, Skype, video links.
Advantages Preferable for sensitive issues. Instant exchange of views and ideas. Immediate feedback can be obtained. Team briefings, everyone will be given the same message. Likely to encourage buy in action.
Disadvantages
Message may not be received as intended if skills of communicator are poor.
May not be a written record.
Time consuming if several people have to be seen individually.
Often difficult to implement if people are geographically spread out.
Barriers to communication
Wording or terminology Clarity of message How the message is interpreted Body language Environmental factors Information overload Personal differences Choice of communication method
What are the 4 different meeting styles?
Facilitative
Interactive
Formal
Directive
A Facilitative meeting style is best used for…
Ideas required Useful for building a team ethos Conflict suppressed Creative, brainstorming often used Tends to be lengthy
A Formal meeting style is best used for…
Chaired
Regulated by rules
Decisions made by vote
Personal interaction not required
An Interactive meeting style is best used for…
Decisions made by consensus
Useful for training/coaching
Used in a rapid change environment
A Directive meeting style is best used for…
Used where time pressures are prevalent Used in crisis management Hierarchical structure Not all information is shared Tends to be short and to the point No feedback required
The FCA defines a complaint as….
Any oral or written expression of dissatisfaction which alleges the complainant has suffered financial loss, material distress or material inconvenience.
Time limits for resolving complaints
Where a complaint is resolved by the end of the following business day there is no need to report it.
Where this is not the case a complaint must be promptly acknowledged in writing.
FCA expects complaints to be resolved in 8 weeks, where this is not the case a written explanation of why a final response cannot be made must be issued. This will advise the complainants right to refer the complaint to FOS within 6 months, it must also enclose an explanatory leaflet about FOS.
A complaint acknowledgement must include…
The name or job title of the relevant contact point, together with details of the firms internal complaints handling procedures
Thomas-Kilmann Cinflict management strategies
There are 5 strategies, name them?
Compete Collaborate Compromise Avoid Accommodate
Amongst other thing, effective communication enables the business to:
Ensure an accurate flow of information between all interested parties.
Achieve its objectives in a satisfactory manner; and
Communicate a consistent message about the standards required.
Thomas-Kilmann
Avoid; low cooperation, low assertiveness. Putting ones head in the sand, hoping problem will go away.
Pros and cons?
Advantages
Saves time
Reduces stress
Circumstances may change which may make things more favourable
If emotions are running high, gives time to cool down
Disadvantages
Does not solve anything
Could make things worse
Could adversely affect working relationship
Thomas-Kilmann
Accommodate; high cooperation, low assertiveness. Willing to meet the position of someone else at the expense of yours.
Pros and cons?
Advantages
Helps someone out
Restores harmony, avoids conflict situations
Speedy, especially if you don’t mind losing the battle
Disadvantages
Not a great strategy unless what you concede is not important
Loss of self respect
Could set wring tone for a relationship going forward, they may expect the same thing again.
Thomas-Kilmann
Compete; low cooperation, high assertiveness. Occurs when adopt a position that satisfies your own needs. I win/you loss strategy.
Pros and cons
Advantages Assert your position Imposes decisions that are vital to you Can be quick People know where they stand
Disadvantages
Reduces cooperation (particularly if used frequently)
May increase conflict
Makes other person/party resentful
Assumes your position is right or best option
Thomas-Kilmann
Collaborate; high cooperation, high assertiveness.
Solution found to satisfy both yours and other parties needs. Win/Win. Synergy, some of parts greater than whole 1+1=3.
Pros and cons
Advantages
Collaborative and achieves consensus
Achieves high quality results and can generate new insights
Relationships are strengthened
Disadvantages
Need time to work through - not good if quick decision is required
Needs trust, flexibility and strong relationship
Needs mutual interest and common goal
Thomas-Kilmann
Compromise; medium cooperative, medium assertiveness.
Occurs when both parties give up part of their position so that neither quite get what they want
Pros and cons
Advantages
It saves time
It achieves an outcome which would otherwise not be possible
If each side gives up same amount, seen as fair.
Disadvantages
Neither party gets what they want
In order to get an outcome, the compromise may not work well
It may not be possible to compromise on vital issues.
