Closing the Communication Gap : An Effective Method for Achieving Desired Results

300 Pages·2013·2.12 MB·English

by  Harrington

Lean Methods & Implementation / Leadership Strategy LH
ea T h e Little Big Book S e r i e s
wr
ir
si
n
g
t
o
n
C l o s i n g
Closing the Communication Gap
t h e
AN EFFECTIVE METHOD FOR ACHIEVING DESIRED RESULTS
C
l
“If a corporation were a person, communication would be the bloodstream.” o C o m m u n i c a t i o n
—Lee Iacocca, Former CEO, Chrysler Corporation s
i
Improved communication in business means higher profits. Improved
n
communication in government means happier citizens. Improved commu-
g
nication in healthcare means quicker recoveries, fewer lawsuits, and G a p

happier nurses and patients. t
h
Closing the Communication Gap can help readers improve communica- e

tion by closing the gap between what the communicator means and what C
the listener actually understands. It supplies a complete overview of the o
A N E F F E C T I V E M E T H O D F O R
various elements and dimensions of effective communication needed to m
stop talking and start communicating.
m
A C H I E V I N G D E S I R E D R E S U LT S
Defining and discussing both the formal and the informal communication u
systems within an organization, the book demonstrates the importance of n
good communication and details the four types of poor-quality communi-
i
cation. It explains how to create a climate of communication in your c
organization. It describes how this climate of communication encourages a
the development of quality relationships as well as what it takes to main- t
tain this culture of communication. i
o
After reading this book, you will understand how to be a better listener,
n
how to use social media in marketing, how to deal with difficult people,

and how to be a more effective public speaker. You will gain valuable G
insights on how to talk to your employees, how to talk to your boss, and a
the best ways to communicate with a corporation. p

This book can be read for personal growth or it can be used by a company

to teach employees the importance of quality communication. Quality
assurance departments will find this book useful in lowering errors and
waste in the workplace. The book is also suitable as a communication
2
textbook or supplemental text at the introductory university level.
K16662
H. James Harrington • Robert Lewis
T h e Little Big Book S e r i e s
C l o s i n g
the
C o m m u n i c a t i o n
G a p

A N E F F E C T I V E M E T H O D F O R
A C H I E V I N G D E S I R E D R E S U LT S
The LITTLE BIG BOOK Series
Other books in THE LITTLE BIG BOOK SERIES
Performance Acceleration Management (PAM): Rapid Improvement to Your
Key Performance Drivers, H. James Harrington [2013]
Closing the Communication Gap, H. James Harrington and Robert Lewis [2013]
Techniques and Sample Outputs, H. James Harrington and Charles Mignosa [2013]
Project Management, Review, and Assessment, H. James Harrington and
William S. Ruggles [2013]
Initial Business Case Development, H. James Harrington and Frank Voehl [2014]
Organizational Portfolio Management for Projects and Programs, H. James
Harrington and William S. Ruggles [2014]
Cementing Customer Relationships, H. James Harrington and Thomas H. Carmody
[2014]
Creativity, Innovation and Entrepreneurship: The Only Way to Renew Your
Organization, H. James Harrington, Richard Harrington, Jr., and Ronald W. Skeddle
[2014]
Rules of the Road for Entrepreneurs: A Map for a Successful Journey,
H. James Harrington and Shane P. Rogers [2014]
Organizational Change Management, H. James Harrington [2014]
Recreating Information Technology: As a Catalyst to Deliver Total Organizational
Change, H. James Harrington, Richard Harrington, Jr., and Ronald W. Skeddle [2014]
Value Proposition Identification, H. James Harrington and Brett Trusko [2014]
T h e Little Big Book S e r i e s
C l o s i n g
the
C o m m u n i c a t i o n
G a p

A N E F F E C T I V E M E T H O D F O R
A C H I E V I N G D E S I R E D R E S U LT S
H. James Harrington • Robert Lewis
Boca Raton London New York
CRC Press is an imprint of the
Taylor & Francis Group, an informa business
A PRODUCTIV ITY PRESS BOOK
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway NW, Suite 300
Boca Raton, FL 33487-2742
© 2014 by Taylor & Francis Group, LLC
CRC Press is an imprint of Taylor & Francis Group, an Informa business
No claim to original U.S. Government works
Version Date: 20130729
International Standard Book Number-13: 978-1-4665-7489-2 (eBook - PDF)
This book contains information obtained from authentic and highly regarded sources. Reasonable efforts
have been made to publish reliable data and information, but the author and publisher cannot assume
responsibility for the validity of all materials or the consequences of their use. The authors and publishers
have attempted to trace the copyright holders of all material reproduced in this publication and apologize to
copyright holders if permission to publish in this form has not been obtained. If any copyright material has
not been acknowledged please write and let us know so we may rectify in any future reprint.
Except as permitted under U.S. Copyright Law, no part of this book may be reprinted, reproduced, transmit-
ted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter invented,
including photocopying, microfilming, and recording, or in any information storage or retrieval system,
without written permission from the publishers.
For permission to photocopy or use material electronically from this work, please access www.copyright.
com (http://www.copyright.com/) or contact the Copyright Clearance Center, Inc. (CCC), 222 Rosewood
Drive, Danvers, MA 01923, 978-750-8400. CCC is a not-for-profit organization that provides licenses and
registration for a variety of users. For organizations that have been granted a photocopy license by the CCC,
a separate system of payment has been arranged.
Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used
only for identification and explanation without intent to infringe.
Visit the Taylor & Francis Web site at
http://www.taylorandfrancis.com
and the CRC Press Web site at
http://www.crcpress.com
Dedication
I dedicate this book to my son James S. Harrington, who has made me
very proud of what he is been able to accomplish professionally and even
more proud of his personal characteristics. He has developed into a loving,
caring, thoughtful individual who has helped me to get through some very
difficult times, and he has provided me with a granddaughter who brings
the sunshine into my life.
I also dedicate this book to Candy Rogers, my longtime business associ-
ate and dedicated friend. Without her help over the years, I would have
been able to accomplish only a small part of what I actually have accom-
plished. She stood in the shadows as I received many recognition awards,
most of which I would not been able to receive without her help. No man
stands alone—it is the people who walk down the path alongside him that
make the difference.
H. James Harrington
I dedicate this book to my wife, Debbie Lewis, and to our children, Rob,
Kim, and Tiffany. They taught me the importance of communication.
Robert D. Lewis
© 2010 Taylor & Francis Group, LLC v

Contents
Dedication ...............................................................................................v
Preface .................................................................................................xvii
About the Authors ...............................................................................xix
Acknowledgment ................................................................................xxv
Chapter 1 Good Talk, More Money ....................................................1
Introduction .................................................................................1
Poor-Quality Communication ..................................................4
Miscommunication ................................................................5
Noncommunication ...............................................................5
Misunderstanding ..................................................................6
Withholding Information .....................................................7
Quality Communication ............................................................9
Communication and Language ...............................................10
Quality Relationships ................................................................12
Virtues, Integrity, and Trust ....................................................15
Lifelong Learning ......................................................................17
Summary ....................................................................................19
References ..................................................................................20
Chapter 2 What Happens When Two People Talk—At Work? .......21
The Basic Scoop on the Communication Loop .....................22
Meet the Loop .......................................................................22
An Autopsy of the Loop .......................................................24
The Loop Has Soul ................................................................25
The Loop Has Issues .............................................................26
The Loop Has Culture ..........................................................27
The Formal Loop and Its Shadow ..........................................28
Get Loopy with a Network of Communication
Loops .....................................................................................28
Networks of Loops Loop in Different Directions ............29
Random Communication ..............................................30
Downward Communication .........................................30
© 2010 Taylor & Francis Group, LLC vii
viii • Contents
Upward Communication ................................................31
Lateral Communication ..................................................31
The Complexity of Formal Networks of
Communication Loops ........................................................32
Shadow Loops ......................................................................34
How to Use the Informal Communication
Network, Also Known as the Shadow Loop ................36
Summary ....................................................................................37
Reference .....................................................................................39
Chapter 3 How Do You Talk to Your Boss? .....................................41
Introduction ...............................................................................41
Nothing to Fear But Fear .........................................................42
The Downside of Fear .........................................................43
The Good Side of Fear .........................................................44
Facing Fear ...........................................................................46
Plan the Whole Process ...........................................................48
Mission ..................................................................................48
Vision .....................................................................................50
Approach ................................................................................50
The Meeting ...........................................................................51
Concluding the Meeting ......................................................51
Execute the Plan ....................................................................52
Follow-up to the Meeting with Your Boss.........................53
Summary ....................................................................................53
Chapter 4 How Do You Talk to Your Employees? ...........................55
Introduction ...............................................................................55
Create an Environment of Openness and Trust by First
Being a Listener..........................................................................57
Tell Them Why .....................................................................60
Do It with a Smile .................................................................61
Adopt a New Philosophy about Organizations and
Employees ..............................................................................62
Adopt a New Philosophy about Management ..................63
Listen with Your Eyes as Well as Your Ears .....................64
Listen to the Person and Not Just the Employee .............64
© 2010 Taylor & Francis Group, LLC
Contents • ix
Listen to the Behavior over a Period of Time ...................65
Listen to Themes, to Metaphors, and to What Is
Conspicuously Not Discussed ...........................................66
Listen to Learn ......................................................................67
Create an Environment of Openness and Trust by
Becoming an Effective Communicator .................................68
Talk to Your Employees .......................................................69
One on One .......................................................................69
In a Group .........................................................................70
Write to Your Employees .....................................................71
Newsletters ........................................................................72
Town Meetings .................................................................73
Memos ...............................................................................73
E-mails, Blogs, and a Tip of the Hat to Texting ...........74
Understand Your Employees ...............................................76
Personality Type of Each Employee ..............................77
Variables Style Management ..........................................79
Five-Way Communication ..............................................82
Communication Channels ............................................84
Body Language ................................................................86
Summary ....................................................................................87
References ..................................................................................88
Chapter 5 How Do I Hear What My Teammates Are Really
Saying? ..............................................................................89
Introduction ...............................................................................89
Rugged Individualism Dies with the Team ..........................90
What Makes a Standout Leader? ........................................92
The Team Takes Precedence over the Individual .............92
Maturity Is Imperative for Good Teamwork ....................93
The Ancients Were Right .....................................................94
Know Thyself ....................................................................94
Do Unto Others as You Would Have Them Do
Unto You ...........................................................................95
Use the Feedback Loop ............................................................96
Listen to Your Teammate ....................................................97
Repeat Back ...........................................................................98
Listen to the Feedback .........................................................99
© 2010 Taylor & Francis Group, LLC