@philipcorrigan
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Why Skills Training is the Key to a More Productive Workplace
The boss was certain the trouble was poor employees who didn't want to adhere to company procedures. After investing time observing how interaction worked in the organisation, the true cause was clear.
Communications flowed up and down the business like a game of telephone. Instructions from management would be garbled by middle management, who would then communicate wrong details to front-line staff.
Nobody was purposely making problems. Everyone was working hard, but the messaging processes were totally stuffed.
The turning point came when we completely changed the entire approach. Instead of presentations, we started having real conversations. Team members told us about close calls they'd encountered. Managers actually listened and put forward more questions.
The change was instant. Workplace accidents went down by 40% within three months.
I learned a vital lesson - effective development isn't about smooth talking. It's about genuine interaction.
Real listening is almost certainly the most important skill you can teach in communication training. But the majority think hearing means nodding and making encouraging noises.
That doesn't work. Proper listening means not talking and genuinely grasping what they want to communicate. It means making enquiries that show you've grasped the point.
What I've found - nearly all supervisors are hopeless at paying attention. They're already formulating their response before the other person finishes talking.
I proved this with a phone provider in Victoria. In their team meetings, I monitored how many occasions supervisors interrupted their staff. The average was less than a minute.
It's not surprising their employee satisfaction scores were terrible. Employees felt unheard and unappreciated. Communication had become a monologue where supervisors spoke and everyone else seemed to be engaged.
Email skills is an additional problem area in countless businesses. People fire off digital notes like they're sending SMS to their colleagues, then are surprised when misunderstandings happen.
Digital communication tone is particularly tricky because you can't hear tone of voice. What seems straightforward to you might appear aggressive to someone else.
I've witnessed countless workplace conflicts get out of hand over poorly written emails that could have been sorted out with a quick conversation.
The worst case I witnessed was at a public service agency in the ACT. An email about financial reductions was composed so badly that half the staff thought they were getting fired.
Chaos erupted through the building. People started polishing their job applications and reaching out to job agencies. It took three days and numerous explanation sessions to fix the mess.
All because someone couldn't compose a straightforward email. The irony? This was in the public relations department.
Conference skills is where countless organisations throw away massive volumes of resources and energy. Ineffective conferences are the norm, and nearly all are bad because not a single person has learned how to handle them well.
Good meetings require obvious goals, focused agendas, and an individual who ensures discussions on track.
Cross-cultural issues create significant influence in workplace communication. The nation's varied employee base means you're dealing with team members from numerous of various cultures.
What's seen as honest communication in local culture might be perceived as inappropriate in various communities. I've observed numerous problems arise from these cultural variations.
Education should address these differences directly and practically. Staff must have useful techniques to handle cross-cultural interaction well.
Quality communication training understands that interaction is a capability that develops with regular application. You cannot develop it from a one-day course. It needs constant application and input.
Businesses that put money in proper communication training see real improvements in productivity, worker engagement, and customer service.
The bottom line is this: interaction isn't brain surgery, but it definitely demands real commitment and good education to be successful.
Commitment to progressive workplace development forms a crucial opportunity that allows organisations to succeed in continuously transforming commercial circumstances.
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