Managing Change Key #2 - Communication - Page 3

Managing Change Key 2 - Communication -continued from page two

Keep in mind that, depending on the hierarchy or structure in your organization, that you may need to think through the order in which things are communicated to people at different levels. Ordinarily, one's boss should be informed prior to major changes, but again that will depend on the climate of the organization.

HOW:

Should you use oral or written communication? Below are some guidelines for making this decision.

Oral face-to-face when:

1. Receiver is not particularly interested in getting the message. Oral provides more opportunities for getting and keeping interest and attention.
2. It is important to get feedback. It's easier to get feedback by
observing facial expressions and asking questions
3. Emotions are high. Oral provides more opportunity for both sender
and receiver to let off steam, cool down, and create a suitable
climate for understanding.
4. Receiver is too busy or preoccupied to read oral provides a better opportunity to get attention.
5. Criticism of receiver is involved. oral provides more opportunity to accomplish this without arousing resentment. Also, oral is less threatening because it has not been formalized in writing. Written communication is not private (at least as receiver sees it) even though it might be marked personal and confidential.
6. Sender wants to persuade or convince. Oral provides more flexibility, opportunity for emphasis, chance to listen and opportunity to remove resistance, and change attitudes.
7. Oral is more natural. For example, in most cases it is more natural to give instructions orally rather than writing them out. Likewise it is more natural to communicate orally with someone who has a desk next to you or who is in an office a few feet away from your own.
8. Discussion is needed. A complicated subject frequently requires discussion to be sure of understanding.
9. Receiver can't read language of the sender. Some people can understand a spoken language but can't read it.

Use written communication when:

1. Sender wants a record for future references.
2. Receiver will be referring to it later.
3. Message is complex and requires study by receiver.
4. Message includes a step-by-step procedure.
5. A copy of the message should go to another person.
LIST OF BARRIERS TO COMMUNICATION

1. Sender Barriers

1. Sender doesn't know enough about the receiver
2. Sender has a negative attitude toward message-doesn't want to communicate it.
3. Sender has a negative attitude toward the receiver
4. Sender has a negative attitude toward communicating-doesn't care
whether receiver understands or not.
5. Sender fails to get the attention and interest of the receiver.
6. Sender has poor communication skills (oral expression and/or
writing).
7. Sender picks wrong time
8. Sender chooses wrong method
9. Sender chooses wrong place.
10. Sender uses vocabulary that isn't clear to the receiver (ambiguous and/or technical)
11. Sender doesn't communicate the right amount of information (too little or too much)
12. Sender uses negative tone.
13. Sender in a hurry.
14. Sender fails to verify whether receiver understands.

2. Receiver Barriers:

1. Receiver is preoccupied with something "more important"
2. Receiver doesn't like/respect the sender.
3. Receiver is not interested in the message.
4. Receiver "knows": what the message is going to be (or thinks so).
5. Receiver doesn't want to understand (message is unpleasant).
6. Receiver has emotional barriers (fear, anxiety, frustration).
7. Receiver is physically tired.
8. Receiver is thinking about what to say when the sender finishes.
9. Receiver is distracted.
10. Receiver pretends to listen when not listening.
11. Receiver pretends to understand when doesn't understand.

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