BUS603: Managing People

Verbal communications in business take place over the phone or in person. The medium of the message is oral. Let's return to our printer cartridge example. This time, the message is being conveyed from the sender (the manager) to the receiver (an employee named Bill) by telephone. We've already seen how the manager's request to Bill ("Buy more printer toner cartridges!") can go awry. Now let's look at how the same message can travel successfully from sender to receiver.

Manager (speaking on the phone): "Good morning Bill!"

(By using the employee's name, the manager is establishing a clear, personal link to the receiver).

Manager: "Your division's numbers are looking great".

(The manager's recognition of Bill's role in a winning team further personalizes and emotionalizes the conversation).

Manager: "Our next step is to order more printer toner cartridges. Would you place an order for 1,000 printer toner cartridges with Jones Computer Supplies? Our budget for this purchase is $30,000, and the printer toner cartridges need to be here by Wednesday afternoon".

(The manager breaks down the task into several steps. Each step consists of a specific task, time frame, quantity, or goal).

Bill: "Sure thing! I'll call Jones Computer Supplies and order 1,000 more printer toner cartridges, not exceeding a total of $30,000, to be here by Wednesday afternoon."

(Bill, a model employee, repeats what he has heard. This is the feedback portion of the communication. Feedback helps him recognize any confusion he may have had hearing the manager's message. Feedback also helps the manager hear if she has communicated the message correctly).

Storytelling has been shown to be an effective form of verbal communication that serves an important organizational function by helping to construct common meanings for individuals within the organization. Stories can help clarify key values and also help demonstrate how certain tasks are performed within an organization. Story frequency, strength, and tone are related to higher organizational commitment. The quality of the stories is related to the ability of entrepreneurs to secure capital for their firms.

While the process may be the same, high-stakes communications require more planning, reflection, and skill than normal day-to-day interactions at work. Examples of high-stakes communication events include asking for a raise or presenting a business plan to a venture capitalist. In addition to these events, there are also many times in our professional lives when we have crucial conversations, which are defined as discussions in which the stakes are high, opinions vary, and emotions run strong., which are defined as discussions in which not only are the stakes high, but also the opinions vary and emotions run strong. One of the most consistent recommendations from communications experts is to work toward using "and" instead of "but" when communicating under these circumstances. In addition, be aware of your communication style and practice being flexible; it is under stressful situations that communication styles can become the most rigid.

OB Toolbox: 10 Recommendations for Improving the Quality of Your Conversations

1. Be the first to say hello. Use your name in your introduction, in case others have forgotten it.
2. Think before you speak. Our impulse is often to imitate movies by offering fast, witty replies in conversation. In the real world, a careful silence can make us sound more intelligent and prevent mistakes.
3. Be receptive to new ideas. If you disagree with another person's opinion, saying, "Tell me more," can be a more useful way of moving forward than saying, "That's stupid!"
4. Repeat someone's name to yourself and then aloud, when being introduced. The form of the name you use may vary. First names work with peers. Mr. or Ms. is common when meeting superiors in business.
5. Ask questions. This establishes your interest in another person.
6. Listen as much, if not more, than you speak. This allows you to learn new information.
7. Use eye contact. Eye contact shows that you are engaged. Also, be sure to smile and make sure your body language matches your message.
8. Mirror the other person. Occasionally repeat what they've said in your own words. "You mean"?
9. Have an exit strategy ready. Ideal conversations are brief, leaving others wanting more.
10. Be prepared. Before beginning a conversation, have three simple facts about yourself and four questions about someone else in mind.