Communicate Information

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Disclaimer IMPORTANT: The information in this presentation is of a

general nature, and should not be relied upon as individual professional advice. If necessary, legal advice should be obtained from a legal practitioner with expertise in the field of WHS law.

Although every effort has been made to ensure that the information in this presentation is complete, current and accurate, the Mining & Quarrying Occupational Health & Safety Committee, any agent, author, contributor or the South Australian Govt, does not guarantee that it is so, and the Committee accepts no responsibility for any loss, damage or personal injury that may result from the use of any material which is not complete, current and accurate.

Users should always verify historical material by making and relying upon their own separate inquiries prior to making any important decisions or taking any action on the basis of this information.

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Learning Outcomes

Communicate effectively – orally and written

Achieve meeting outcomes

Deliver a presentation

Participate in a negotiation

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How is information communicated across site?

Noticeboards

Management meetings

Reports

Pre-shift meetings

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What is Communication

Communication is any behaviour, verbal or non - verbal, that is perceived by another.

Effective communication is giving and receiving information in a way that is clear and easily understood by both the sender and the receiver.

Information

Listening

Reading Observing

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Communication Process

Sender

Transmit

CHANNEL

Feedback

Barriers

Receiver

Some ideaEncode Receive DecodeIdea

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Communication involves

Passing information

Speech (Verbal)

Writing Non Verbal

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Benefits of Effective Communication

Employees feel that they belong and are involved in the workplace. 

Promotes commitment.

Enhances morale.

Saves time and effort (fewer mistakes).

Increased cost effectiveness.

Safer working environment.

Able to work as a team.

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Barriers to Effective Communication

Barriers

Listening only to words

Fear of being

influenced

Poor timing

Personal Bias

Expectation

Selective memory

Selective listening

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Components of Communication

Verbal – the actual words used, including their meanings and connotations, and the way the words are put together (ie, format and logic of the message.

Vocals – use of voice to deliver the message, ie, volume, pitch, tone, speed, inflection, pronunciation, and the use of pauses and silence.

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Non Verbal Communication

Body language

Physical characteristics

Touching behaviour

Vocal qualities – tone, pitch

Personal space

Artefacts

Environment

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3 Vs (vocal, verbal and visual) - 7%-38%-55% Rule

In his studies, Mehrabian (1971) comes to two conclusions. Firstly, that there are basically three elements in any face-to-face communication:

Words

Tone of voice

Body language

These three elements account differently for our liking for the person who puts forward the message: words account for 7%, tone of voice accounts for 38%, and body language accounts for 55% of the liking.

3 Vs (vocal, verbal and visual) - 7%-38%-55% Rule (cont)

For effective and meaningful communication about emotions, these three parts of the message need to support each other - they have to be congruent.

The following example should help illustrate incongruence in verbal and non-verbal communication:

Verbal: "I do not have a problem with you!"

Non-verbal: person avoids eye-contact, looks anxious, has a closed body language, etc.

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Perception

Perception is the way people understand or give meaning to their environment.

Perception and interpretation of the same message may vary between people.

This is because individual perception is influenced by experience, attitudes and beliefs and a range of acquired skills or expectations.

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Listening vs Hearing

There is a difference between hearing and listening.

Hearing is a physical process.

Listening refers to the interpretive process that takes place with what we hear.

Listening involves both hearing and striving to understand the other person’s message.

If you listen well, you will understand the feelings and the content in the message.

If you are distracted, much of the message’s content and meaning will be lost.

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Why is listening important?

We need to know what is expected of us.

It ensures tasks are completed as required.

It shows courtesy/respect for the sender.

We can learn from listening.

If we listen to the sender, then they are more likely to listen to us.

It encourages further communication.

It allows us to select an appropriate response or feedback

It allows the correct task to be conducted appropriately

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A Guide to Better Listening

Listen for the whole message.

Watch for non-verbal signals.

Concentrate.

Resist distractions.

Avoid premature judgments.

Keep your objectivity.

Be patient – listen - let speaker finish before formulating response.

Ask questions to check understanding.

Use appropriate body language – lean forward, nod, mirror body language.

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Sending Clear Messages

Check current knowledge

Have a positive attitude

Be enthusiastic

Simple, clear language at a moderate pace

Use appropriate body language – facial expressions, eye contact

Be careful with tone of voice

Demonstrate

Set the scene

Explain thoroughly

Check understanding

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Questions

Types of questions may include the following:

Open

Closed

Targeted

Probing

Hypothetical

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Open Questions

These questions encourage the speaker to give more information.

They generally start with who, what, where, when, why and how.

They are more likely to lead to a more detailed and thorough response.

Examples:

Tell me about the incident?

Why did you empty the paint thinner down the sink?

How do you think this works?

Explain the task to me.

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Closed Questions

These questions are useful for finding out specifics, but generally require a limited response (yes or no).

They close the speaker from answering the question more fully, and give the asker limited information.

Examples:

Do you understand what I am saying?

Did you see the incident occur?

Can I have your credit card to go shopping honey?

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Targeted Questions

These questions are very useful to use when you have a reserved group or a group with a couple of dominant personalities hijacking your meetings.

Targeted questions are preceded by the name of the person from whom you want an answer; eg, James, can you tell me the characteristics of great leaders?

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Probing Questions

These questions are useful to check finer points of participants assumptions, opinions, facts or plans.

They build on information already received but seek further information.

Example:

What makes you say that? Why would you do it that way?

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Hypothetical Questions

These questions are used to encourage creativity and thinking outside the box

They are excellent for generating ideas and for addressing contingency situations.

Examples:

What would you do if Max amputated his hand whilst using the drop saw in the workshop?

How would you manage an emergency in the pit?

How would you convince your partner not to get her engagement ring valued knowing that the huge ‘diamond’ you purchased for her is really cubic zirconia?

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Improving Verbal Communication

Use eye contact.

Adjust voice level so all can hear.

Speak clearly.

Avoid monotone.

Speak more slowly than normal.

Allow for questions and answers.

Check understanding by asking questions.

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Styles of Communication

Aggressive

Submissive

Assertive

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Aggressive people

Demand their rights, and deny the rights of others

Attack the person, not the problem

Get angry, make threats and ridicule

Are often loud, abusive and sarcastic

Want to get their own way

Want win/lose solutions

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Submissive people

Deny their own rights

Are emotionally dishonest

Communicate indirectly

Feel hurt, anxious and insecure

Often get lose/win solutions

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Assertiveness

… is standing up for your basic human rights without infringing on the rights of others.

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Assertive people

Express their true feelings, communicating honestly and directly

Acknowledge their rights and the rights of others

Are self confident, polite and persistent

Look for win/win solutions to problems

Assertiveness is linked to self esteem and is considered an important communication skill.

A person communicates assertively by not being afraid to speak his or her mind or trying to influence others, but doing so in a way that respects the personal boundaries of others. They are also willing to defend themselves against aggressive incursions.

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Workplace Scenario

Your supervisor approaches you to work overtime this weekend. However, you have already made plans to watch your child play in his sporting grand final.

Your supervisor explains that to meet a client request, an urgent job needs to be completed this weekend.

You are his best worker and he really needs you to work this weekend.

Will you work?

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Negotiation

Negotiation is the process of securing an agreement between parties with different needs and goals.

Negotiation is a basic human activity. All employees (including middle managers and senior executives) are called upon to negotiate, almost on a daily basis. More often than not, however, this is done intuitively or on an ad-hoc basis rather than by following a planned, proven strategy.

Negotiation is a planned sequence of events that requires strategy, sound interpersonal skills, emotional Intelligence and patience. Preparation is probably the single most important part of successful negotiations.

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Successful Negotiation

Successful negotiators have a positive vision of their success.

They fully understand their subject matter and have a firm grasp of the negotiation process. In addition, they can also read people very well.

Accomplished negotiators know not only their own personal negotiation style, but also their counterpart’s preferred negotiation style - and they use this knowledge to build a stronger relationship that will help achieve their goals.

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Negotiation Strategies

Win/lose

Win/win

Lose/win

Lose/lose

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Written Communication

Forms and documentation

Statistics

Reports – annual, end of month

Emails

Posters

Incident reports

Meeting minutes

Memos

Letters

Job hazard analysis/risk assessments

Procedures

Newsletters

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Written Communication

The use of plain English when writing will help you communicate your message effectively and efficiently. Technical writing is difficult to understand. Many writers use complex words and sentence constructions. While this might make the writer feel important and knowledgeable, it only confuses readers.

It is not reasonable to think that the words you use mean the same thing to your readers as they do to you.

Unless the message is in plain English, the consequences can be confusion, misunderstandings, inefficiency and work having to be redone.

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Written Communication

7 characteristics of effective written communications are:

1. Clear – readable, logical and unambiguous

2. Complete – contains all necessary details

3. Concise – has no more detail than is necessary

4. Considerate – aware of the reader

5. Courteous – tactful and sensitive

6. Concrete – not vague or abstract

7. Correct – in details, grammar and spelling

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Assertiveness

The seven characteristics of effective written communications are achieved through appropriate use of six components of writing style:

The words (language) you use

The sentences you write

The paragraphs you construct

The rhythm or flow you achieve

The tone you adopt

The layout or format of your document

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Language

Use simple language.

Remove unnecessary words.

Choose concrete language.

Avoid technical jargon.

Choose non discriminatory and inclusive language – no racial or religious jokes, no sexist comments.

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Sentences and Paragraphs

Simple sentences one idea per sentence

Short sentences

Punctuation

Spell check

Acronyms and abbreviations

Paragraphs group a set of ideas

Paragraphs should have at least 2 sentences.

Separate paragraphs by a double line spacing.

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Review the written communication

Check written communication prior to sending to ensure:

accuracy

clear purpose for receiver

it is well set out

it is easy to read

it conveys your ideas as you intended

the tone is appropriate

it is being sent to correct person

contact details are provided

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How Many F’s

The soldiers of the first fleet were brave and fearless as they fought all of the forces of nature when facing the fierce storm off the coast of Australia.

The soldiers of the first fleet were brave and fearless as they fought all of the forces of nature when facing the fierce storm off the coast of Australia.

13 F’s

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Summary

We have discussed:

the communication process

verbal communication

non-verbal communication

written communication

negotiation

feedback.

Any questions?

Further Information

For further assistance, MAQOHSC WHS Specialists are available for guidance, onsite support and advice on WHS Matters.

www.maqohsc.sa.gov.au

MAQOHSC WHS Specialists can be contacted via:

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Les AllenPhone: 08 8204 9807Mobile: 0403 160 706Email: les.allen@sa.gov.au

Eric McInerneyPhone: 08 8303 9908Mobile: 0448 914 630Email: eric.mcinerney@sa.gov.au

Work, Health and Safety Legislation, Codes of Practice, fact sheets, HSR information and guides can be found at the following websites:

SafeWork SA - www.safework.sa.gov.au

SafeWork Australia – www.safeworkaustralia.gov.au