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Why Skills Training is the Key to a More Productive Workplace
The boss was certain the problem was poor employees who refused to follow organisational policies. After investing time watching how information flow worked in the company, the true cause was obvious.
Messages traveled up and down the business like Chinese whispers. Orders from management would be misunderstood by supervisors, who would then pass on wrong details to workers.
Not a single person was purposely creating problems. Everyone was doing their best, but the messaging processes were completely broken.
The breakthrough came when we modified the complete system. Instead of talking at people, we started having real conversations. Team members described scary incidents they'd experienced. Managers actually listened and posed additional queries.
The change was instant. Safety incidents fell by a massive amount within three months.
It became clear to me - effective development isn't about polished delivery. It's about genuine interaction.
Proper listening is almost certainly the most important skill you can develop in communication training. But nearly everyone think paying attention means saying yes and providing supportive sounds.
That's not listening. Proper listening means not talking and genuinely grasping what the other person are telling you. It means making enquiries that show you've got it.
What I've found - nearly all supervisors are terrible listeners. They're busy preparing their reply before the other person stops speaking.
I tested this with a mobile service in Victoria. Throughout their group discussions, I monitored how many occasions supervisors interrupted their team members. The average was under one minute.
It's not surprising their worker engagement ratings were rock bottom. Staff felt dismissed and unappreciated. Communication had become a monologue where leadership talked and workers appeared to pay attention.
Email skills is an additional problem area in countless businesses. Employees fire off emails like they're messaging friends to their friends, then wonder why problems occur.
Email tone is particularly tricky because you can't hear tone of voice. What looks direct to you might come across as rude to the recipient.
I've witnessed countless workplace conflicts blow up over badly worded digital communication that should have been resolved with a quick conversation.
The terrible situation I encountered was at a bureaucratic organisation in Canberra. An digital communication about budget cuts was written so poorly that 50% of employees thought they were losing their jobs.
Chaos erupted through the building. Employees started preparing their job applications and calling recruitment agencies. It took three days and numerous explanation sessions to resolve the mess.
All because one person couldn't structure a clear email. The ridiculous part? This was in the media section.
Discussion management is where many companies lose huge quantities of effort and funds. Bad meetings are the norm, and they're terrible because not a single person has learned how to handle them well.
Effective sessions must have specific objectives, structured plans, and an individual who ensures talks moving forward.
Multicultural challenges have a massive impact in business dialogue. Australia's multicultural employee base means you're working with team members from numerous of various cultures.
What's seen as honest talking in local society might be seen as aggressive in various communities. I've seen many misunderstandings arise from these cultural differences.
Education should cover these variations honestly and practically. Staff require useful techniques to handle multicultural interaction successfully.
Good development programs recognises that communication is a capability that develops with practice. You can't learn it from a manual. It demands regular practice and feedback.
Companies that invest in effective workplace education experience actual benefits in productivity, worker engagement, and customer service.
Main thing is this: communication isn't rocket science, but it certainly needs serious attention and proper training to be successful.
Commitment to progressive workplace development represents a strategic advantage that allows organisations to succeed in continuously transforming professional conditions.
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