Communication in the workplace is all to often ignored. We all assume we know how to do it well even though it's the simple things we forget to do. This slide set is a breakdown of the important aspects of communication.

1. Workplace Communication
Client and Co-Worker Communication
Fitz H. Agard
LightCube Solutions LLC
Manhattan College

2. Communication: History’s View
“The problem with communication is the illusion that it
has been accomplished”
“The most important thing about communication is to
hear what isn’t being said”
“We have two ears and one mouth so that we can listen
twice as much as we speak”

3. Effective Methods of Communication
- Why Should We Care???
Professional View
• Maximize Project Effectiveness
• Minimize Client Complaints
Personal Cares
• Improved Client Relationship
• Improved Management Relationship
• Lower Blood Pressure

4. Goal Of This Session
Maximize client communication and minimize the
breakdown of communication that causes confusion
Improve client satisfaction
Enhance personal productivity

5. Effective Methods of Communication
- The Principle
Feedback
Expectation Reaction
Sender encodes
Message received
and sends
and decoded
message
Sender Receiver
(Joseph) (Anthony)
Influence on Senders Influence on senders
message: interpretation of message:
• Background • Background
• Needs • Needs
• Goals • Goals
• Perception • Perception
• External Pressure • External Pressure

6. Effective Methods of Communication
The Intent Counts
• Clients make decisions about what questions are safe to ask/answer
based on your intent
• If they don’t trust, they won’t be receptive
Solution:
• Build Trust: Be clear about your intent before you do anything.
Your goal is to build trust with your client.
• Be Selfish: It is in our own most selfish interest to focus on the
interests of the client first.

7. Effective Methods of Communication
- Know What Gear You’re In
Active Mode: Self-Referenced
Receptive Mode: Other- Referenced - Spend time
understanding what other people believe to be
true
Observant Mode: Neutral-Referenced - You
observe!

8. Effective Methods of Communication
- Knowledge Exchange in Theory
Person’s B Knowledge
of Subject
Person’s A Knowledge Overlap in
understanding
of Subject
Topic Being
Discussed

9. Effective Methods of Communication
-Knowledge Exchange in Reality
Your knowledge of of
a subject
Your client’s knowledge
of a subject
Overlap in
understanding
Topic Being
Discussed

10. Effective Methods of Communication
- Ask Effective Questions
Questioning and Listening
• Go hand in hand/Jelly and Peanut Butter/Two sides to the same coin
• To get clear answers from clients ask effective questions
• To ask effective questions, listen carefully
Guidelines for Questioning and Listening
• Set expectations
• Ask one question at a time; wait for the answer
• Reward Response; then ask your next question

11. Effective Methods of Communication
- Ask Effective Questions (Continued)
Guidelines for Questioning and Listening
• Avoid “Why” Questions
• Replace the statement “Why is that important to you?” with:
✴ “What about that is important to you?”
✴ “How is that important to you?”
• Internal vs. External - The fight to the finish!
✴ Listen with your ears to the verbal communication
✴ Watch with your eyes for visual communication
✴ Sense with your intuition the real meaning of the other persons
communication

12. Effective Methods of Communication
- The Receiver (Our Client)
Selective Attention
• “Do I understand what this CPM is telling me?”
• “Is this message relevant to my needs right now?”
Solution:
• Ask questions that will ensure the client understands what you are
explaining to them
• Listen to the general tone of the conversation. Are they responding
positively, negatively or not at all? (Hint: Anything but positive is
BAD)

13. Effective Methods of Communication
- The Receiver (Our Client)
Selective Retention
• Client may have forgotten
• Client may have lied
• A combination of both may be happening
Solution:
• Document Conversation: After every and any conversation that
contains impacting, project changing information send a quick
reminder of the conversation to all parties involved.

14. Group Communication
• Forming - Members get to know each other and are careful not to cause
conflict. Individuals are mainly concerned with being accepted.
• Storming - As individuals feel more secure they put forth their own ideas
and opinions. A level of conflict emerges.
• Norming - Group framework develops. Explicit and implicit consensus will
be reached on roles, power, status and procedure. Agreement on such
issues results in a reduction of hostility and conflict.
• Performing - Little conflict. Process and decision making of the group leads
to better performance.

15. Group Communication
- Verbal/Non-Verbal Communication
Function Description Construction Senario
CPM quells potentially
Adds to and reinforces or clarifies adversarial situation during
Complementing the meaning of a verbal message project meeting by calmly
explaining difficult situation to
relevant parties
Architect says that he is
Using sarcasm to get a point
happy to stay on for project
Contradicting across different than verbal
meeting but constantly checks
communication
watch
Contractor gives a “thumbs
Non-Verbal message repeats the
Repeating up” to electrician while saying
verbal with signaling
“OK”

16. Group Communication
- Verbal/Non-Verbal Communication
Function Description Construction Senario
Control of verbal communication Site Safety officer while
with non-verbal messages. reprimanding an employee
Regulating
(Raising a finger while saying I’m raising his finger when
not finished) employee starts to disagree
Using non-verbal messages in
Hand instructions given by
place of verbal messages
Substituting precast operator to crane
(Waving of hands calling
operator
someone over)
Non-verbal message used to PM pats DPM on the back
Accenting accent or emphasize a verbal after delivering a tough
message message to project team

17. Group Communication
- Written and Electronic
7 points to craft an effective Written/Electronic
Message
1. Be Clear and Brief
2. Be Accurate
3. Be Consistent
4. Avoid unnecessary repetition
5. Avoid unnecessary redundancy
6. Review the message
7. Be Timely

18. Group Communication
- Mixed Media Is Effective
100
Percentage recall of information
transmitted in different forms
80
60
40
20
0
3 Hours After 3 Days After 3 Weeks After 3 Months After
Telling Verbally Alone Showing Telling and Showing

19. Group Communication
- Change Requests
Reinforcing a message in different ways is CRITICAL in change situations where people
will need to hear about the change several times to absorb it and understand the
implications in terms of their own work
• Multiple forms of communication should be chosen to influence
people to accept change - A combination of spoken, written, and
electronic
• A specific time and method of communication should be established
with team (or clients team). When people expect communication they
will be prepared for change
• Successes should be identified and celebrated as they occur. This
will build team trust and motivate people to readily accept change

20. Group Communication
Simple Questions To Ask:
1. Will the medium help transfer understanding?
2. Are all parties who need the information able to access it?
3. Will the medium be available for future reference if needed?
4. Does this medium effectively convey ideas or instructions?

21. Organizational Communication
The effectiveness of communication within an
organizational setting is based on three main
things:
• The protocol and procedure that the define the ways in which
information is delivered
• The norms which shape the nature of communication and information
flow within the organization
• The attitudes, behaviors and actions of the people responsible for
communicating and acting upon the information transferred

22. Organizational Communication
Know where you fit in!
Know how groups connect to form your
organization

23. Organizational Communication
Recognize how a problem will be solved in your
organization/project and how the communication
needs to flow for success

24. Organizational Communication
Things to keep in mind for organizational
communication:
• Observe formal protocols of communication. Ignoring the protocol
can lead to a breakdown in organizational stability.
• Recognize informal protocols of communication
• When in doubt, seek help from the strongest link

25. The Principle of Conflict
Event Triggers Conflict Conflict Behavior Consequences
Conflict arises
due to different:
Issues
Perspectives
Unsuccessful
Goals
Opinions conflict
Successful conflict management
management results in tension
maintains and friction
relationship
Caused by:
Internal or External Pressures
Education or Training
Expectations
Personal Dislikes

26. The Effect of Conflict on the Project
Litigation
Negotiation
COST
Mediation
Conflict
Avoidance
Informal
Discussion
Time
(Number of people/teams increase over time)

27. Handling Conflict
• Dominating - High assertiveness, selfish, unwilling to consider others
attitude
• Avoiding - Low assertiveness and low cooperation. Head in sand syndrome
• Compromising - Moderate level of assertiveness and cooperation.
Emphasis is placed on sharing the burden of conflict
• Obliging - One group gives up something, but receives nothing in return.
• Integrating - Explore a range of suggestions and search for potential
solutions for the benefit of both parties.
WHICH ONE IS THE BEST?

28. Handling Conflict - Practical Steps
• Identify the outcomes required from the process
• Identify and monitor communication routes
• Monitor and check the accuracy and timing of information
• Respond to problems as they develop, do not ignore them
• Be assertive or passive (What would I do if this was my house)
• Encourage participation, draw on different perspectives
• Stick to the main issues, avoid making issues personal
• Use emotion to show importance (control the intensity)
• Use positive emotion, showing support, agreeing, joking and laughing to
ease tension and rebuild relationships
• After formal meetings attempt to talk to others, making sure the relationship
is sufficiently maintained (or repaired)
• Ensure that all issues are resolved and that others do not carry negative
issues

29. Thank You For Viewing
Workplace Communication
Client and Co-Worker Communication
Fitz H. Agard
LightCube Solutions LLC
Manhattan College