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Criticism  |   Praise  |  Loyalty   |  Deadlines Communication  |   Non-Verbal Communication Environmental Impact

Supervisory Approach

   Be consistent in your supervisory approach
      without being rigid; within reason.

   Make sure rules and regulations applying to
      any one person/position applies to everyone
      in comparable positions.

   Mistakes:

   Do not try to conceal your mistakes
      from your employees.

   Manager should set the example or
      you will only encourage them to hide
      their mistakes.

   This could create waste and expense
      in the longer term.

Criticism

   Never criticize an employee in front of other
      employees.

   Do not cause someone to "lose
      face"

   You will lose the respect of the
      person being criticized.

   You will lose the respect of those
      who view the incident.

   Take the sting out of criticism by focusing the
      discussion on the task and not on the person.

Praise

   Praise is a non-expense method to increase
      morale, motivation and productivity.

   Most people respond to praise by working
      harder.

   Those who feel unappreciated are likely to cut
      back their efforts...figuring that management
      does not care.

Loyalty

   Healthy loyalty is built on mutual respect.

   Loyalty is not built on a dishonest base.

   Loyalty is a willing commitment.

   Obligation throws loyalty into subservience.

   Individuals who do not like a part of a solution,
      often, become disloyal to the whole.

   This can be the beginning of deteriorating
      morale.

Deadlines

   Every assigned project should have a
      deadline.

   Long-range projects should be broken up into
      interim deadlines, and then monitored on a
      regular basis.

   When deadlines are too overwhelming many
      people simply give up.

   A deadline should be reasonable enough to
      prevent employees from feeling overwhelmed,
      but not so distant that it allows them to
     procrastinate.

Communication

   Management can set the tone of
      communications

   Always greet your employees and
      colleagues.

   Always make eye contact when
      listening.

   Realize that how you communicate can
      have a big impact on morale and
      how employees function.

   Remember: When messages conflict,
      nonverbal messages will be accepted over the
      verbal/spoken message.

   Be aware of what you say verbally and what
      you do non-verbally.

   Stop occasionally and "check" yourself.

Non-Verbal Communication

   Messages are sent out by non-verbal as well
      as verbal channels.

   Managers who send negative non-verbal
      messages to subordinates may wonder why
      their staff seems demoralized and
      unproductive.

   Messages of lack of respect or concern can
      have a major impact.

   Example:   Manager tells a new staff
      how pleased he/she is to meet the
      person, but fails to make eye contact.

      Conflicting messages are being sent.

   Too little eye contact can cause subordinates/
      colleagues to feel they are not reaching the
      manager.

      ** (Beware of the impact of cultural
          differences)

   Too much eye contact (or staring) can cause
      anxiety and project an overbearing manner.

      ** (Beware of the impact of cultural
          differences)

   Actions, movement and environment send out
      signals simultaneously.  It is important that
      signals sent do not misrepresent the real
      message/intent.

   Examples:   Repeatedly adjusting
      glasses, tugging at a piece of hair or
      clicking a pen may convey a different
      translation to an observer.

   Behavioral habits may communicate
      contradictory or misleading information.

   Non-verbal signals can create communication
      barriers between managers and their
      subordinates.

   This may be counter-productive.

   Examples of counter-productive
      signals:

   Demonstrating status by
      keeping subordinates waiting.

   Completing another's sentences
      before they have a chance
      to complete their own thoughts.

   Excessive interruption of
      discussion by accepting phone
      calls or letting other
      interruptions interfere with
      the discussion.

     Message sent: Lack of concern
       or lack of respect for subordinate(s)

   Lack of concern may be conveyed by a
      pompous style or poor manners.

   These tendencies should be monitored by
      managers who tend to "brow-beat" in order
      to assert control.

   Non-verbal signals can help managers
      determine when to present a disagreeable
      issue or when to stay with some conservative,
      noncommittal response until the group
      has more information.

Positive, Non-verbal Influencers:

   Mirror the others' movements -- adapt similar
      posture, tone of voice.
      (sends an agreement message)

   Deliberate mirroring enhances support and
      sends an agreement message.

   Actions can reinforce verbal communications.

   A compliment has more meaning if it is
      accompanied by direct eye contact.
      (a smile or hand shake)

   A person who walks past or away without
      a reply to a greeting.

      - negative impact

   Laughing at an idea presented to a group

      - negative impact

   Yawning while another is speaking

      - negative impact

 *** Also see Non-Verbal Communications ***

Environmental Impacts on Communication

(Proxemics-Study of How People Use Space & Furnishings)

Non-Verbal Messages

   How an office or conference room is organized
      will affect interactions among individuals.

   Examples:

A large uncluttered office may
strike visitors as cold and impersonal

A small office with an inviting
arrangement of furniture may convey warm and personal.

   Observe a person's office/work environment
      since it can greatly contribute to
      understanding the individual.

   Make sure you are aware of the message
      you are sending. Is it the message
      you want to be sending?

   Managers who want to assert their authority
      will talk with subordinates over a large,
      rather than having them sit next to the desk
      or at uncluttered desk another location
      that allows communicationwithout any
      barriers.

   Excessive space and an overly pretentious
      desk are silent messages to subordinates
      or colleagues.

   If you are trying to elicit honest, candid
      conversation, these non-verbal messages are
      loudly giving an opposite message.

   Spaces and barriers will inhibit verbal
      responses from employees.

   Beware of mixed messages  (verbal and
      environmental)  such as:

   Telling everyone that you have an "open
      door policy" but have them sit on the
      other side of an uncluttered desk.

   Your office door is closed a great deal
      of the business day.

   Although employees do not have ownership of
      the space they occupy, respect should be
      shown for the territory each uses.

   Using employee space as an exit or entrance
      (etc...) shows indifference to the occupant(s)
      and the importance of their contribution
      and position.

   Also see Brainstorming and Brainwriting
      techniques.

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Please note: Our firm does not carry-out or furnish research in these areas. This area of the Select, Assess & Train Web site is available only as a public service to foster thought and better management in today's fast-paced environment when the human factor of business is often taken for granted and/or even overlooked.   We are not a source of facts.