JTA/MOE/DIASPORA MIDDLE MANAGERS’WORKSHOP March 21-22,2016

1. JTA/MOE/DIASPORA MIDDLE MANAGERS’WORKSHOP March 21-22,2016

2. Managerial Communication: A whole school approach

3. Charmaine Gooden Monteith & Loreili Boyden

4. Ice Breaker • Getting to know each other

5. Introductory Activity • Chinese Telephone

6. Beginning of Lorilei’s presentation

7. COMMUNICATION

8. Loreili’s Definition of Communication • “Communication … is the lifeblood of any organization. If we think of the school as a person, communication would be the bloodstream, circulating through the entire body to nourish educators, students, parents and the community. When communication is interrupted or ineffective, it’s as though there’s a blockage in the blood’s circulation.” Danielson, Carol (2007). Enhancing Professional Practice: A framework for teaching (2nd edition)

9. Types of Communication Verbal Non-Verbal Facial expression Gestures • Speech • Memorandum • Letter • Report

10. Communication Barriers • Noise • Culture • Language

11. Strategies to deal with Communication barriers • Eliminate or minimise the noise which disturbs the communication flow • Avoid jargons when communicating • Spend time to understand the organizational culture

12. Types of Communication frequently used in the workplace • Emails • Voicemail • Telephone Calls • Voicemail • Feedback

13. What is feedback? What is Feedback The observation of the receiver’s response is called feedback. In other words, the part of the receiver’s response communicated back to the sender is called feedback. Actually it is the amount of response of the receiver that reaches to the sender. It enables the sender to evaluate the effectiveness of the message. Some definitions on feedback are given below-

14. What is feedback contd. According to Bartol & Martin, “Feedback is the receiver’s basic response to the interpreted message”. In the opinion of Bovee & Others, “Feedback is a response from the receiver that informs the sender how the communication is being received in general”. http://bizcommunicationcoach.com/what-is-feedback-definition-of-feedback-in-communication/

15. Feedback and its importance • Feedback should feed, nurture and guide next steps. • It should be timely, no later than 36 hours. • Know your audience and craft the feedback to that specific recipient. • Providing feedback is a skill and should be practiced over time. • Although you do not want to read a script when giving feedback, prepare it and be comfortable with conducting the conversation.

16. Six Points To Keep In Mind • If you can’t think of a constructive purpose for giving feedback, don’t give it at all. • Focus on description rather than judgment. • Focus on observation rather than inference. • Provide a balance of positive and negative feedback. • Focus on behavior rather than person. • Beware of feedback overload. • Give the person an opportunity to respond. • Offer specific suggestions.

17. Discussing difficult topics: • Be professional, empathetic and work toward a solution. Keep your opinions in check. Being confrontational is NOT an option. • What are some situations you consider difficult to discuss? • With your table group brainstorm 3 situations and possible ways to discuss each.

18. Transition- Gooden Monteith picks up

19. Importance of Communication • “Communication forms the lifeline of an organization, conveying directions, expectations, processes, products and attitudes” • (Beck, 1999)

20. Principles of Managerial Communication • Organizations are systems; changes or movements in one part of the system have a ripple effect throughout the system • Communication refers to the message perceived rather than to the message sent • People in organizations cannot NOT communicate. Even silence communicates organizational attitudes • Communication forms the lifeline of an organization, conveying directions, expectations,processes,products and attitudes

21. Managerial Communication • Communication is a transactional process involving an exchange of ideas, information,feelings,attitudes or impressions,the impact of the transaction depends on the sphere of significance that it affects :tactical,strategic and integral

22. Principles of Managerial Communication • The underlying communication in an organization whether between individuals or between the individual and the organization(ie.,the manager)…fosters either supportive or defensive communication

23. Supportive and Defensive Communication • Supportive communication fosters growth • Defensive communication reduces organizational effectiveness

24. Principles of Managerial Communication • Managers and supervisors have a significant influence on the communication climate within their organizations. • By understanding the communication process and its underlying climate, managers can promote effective communication and enhance organizational effectiveness(Beck,1999)

25. Verbal Communication • Communication done with the help of words is called verbal communication. No written records are available in verbal communication. • In verbal communication individuals need to be very careful about their speech. What they speak and how they speak matter a lot. Managers must choose the right words to address their team members. Make sure you do not confuse your team members. • One has to be clear while interacting with employees at the workplace. Be very clear and precise.

26. Written Communication • Managers can communicate with their subordinates through emails but this should not be the only medium. • This is best used for follow up or to pass on information quickly • It can be used frequently if the Manager is out of office but should never be used as the only means of communication with subordinates or superiors. • Sending an email is not effective unless feedback is received. • It is essential for managers to master the art of writing emails. Avoid using capitals, bright colours, designer font styles in official mails.

27. More about emails • Always create a professional email address- Don’t create an address with for egsexymary @Bluetooth.com, Andrew.handsomechachaboy@gmail.com • Do not forward an email to others with the information sent by other persons in the conversation if they were not meant to be the recipients • If you do this persons can read all the information that was previously sent • Do Not use the Reply to all feature –It is very annoying. Everybody clicks Noted and so this becomes clutter in other people’ mail boxes

28. Supportive and Defensive Communication • Video deleted

29. Body Language and Space • Managers must also take special care by the body language, facial expressions, gestures that they use when communicating • A manager who always has a frown on his face is generally not liked and respected by people. • Be warm and friendly to your team members. • Do not show the disgust on your face in a meeting • Do you know that space communicates status?

30. Formal Communication • Communication which follows hierarchy at the workplace is called formal communication. • Employees communicate formally with each other to get work done within the desired time frame.

31. Organizational Communication • Informal Communication • Employees also communicate with each other just to know what is happening around. • Such type of communication is called as informal communication and it has nothing to do with designation of individuals, level in the hierarchy and so on.

32. Direction of Communication Flow • Upward Communication • Flow of information from employees to managers is called upward communication. • Upward communication takes place when employees share their views with their managers on their nature of work, job responsibilities and how they feel about the organization on the whole.

33. Principles of Managerial Communication • Downward Communication • Downward communication takes place when information flows from managers to the subordinates. • Managers often give orders and directions to their subordinates about what they need to do and how to do various tasks. Such type of communication is called downward communication.

34. Why is managerial communication important? • Communication is necessary for the exchange of ideas among employees within the organization • Managerial communication is essential at the workplace to achieve targets within the desired time frame • Effective communication also reduces duplication of work • Managers must communicate with their team members to understand and address their grievances and problems • Managerial communication also helps managers set goals and targets for themselves and the organization • Managerial communication plays a crucial role during a crisis

35. Tips for effective communication • Have timely communication with staff and stakeholders • Use the appropriate genres of communication for the intended audience and message- Report, Minutes,Memo,email,intranet,Newsletter etc. • Know your audience by observing their attitude and practice • Develop email protocol • Do not use information as a “weapon”. Share information with your staff…. Do not with hold general information

36. Managerial communication : A whole school approach • The communication process is led by the Principal and cascaded down to the different levels of staff and stakeholders • The middle manager is expected to convey the Vision and Mission of the Organization to his/her Department and where his/her span of control exists • Middle managers convey important decisions –Watch your body language • A structured communication plan created by the Principal, middle managers and other stakeholders must be a part of the school operations • The plan must be made available to all stakeholders • Issues to be covered include : targets for the school, culture of the school, crisis communication plan, public relations and marketing plan, Media relations plan and all the policies that govern the school

37. A whole school approach • Middle managers support decisions made by the Principals and do not engage in bad mouthing the Principal or other colleagues • Middle managers should pay keen attention to the comments made by teachers on students’ reports • The Principal should also read those comments before signing

38. Dos and Don’t’s • Always have face to face dialogue, as the first choice when addressing issues • If it is a breach that is repeated then a response should be done in writing • Never write a letter of reprimand or a Memorandum when you are angry • While it is convenient to send emails, it should not be the first choice if the person you are communicating with is in close proximity • Do not shout at colleagues or make disparaging comments • Be confidential • Do not shout at your colleagues over the intercom • Do not shout at students • Be respectful to everyone

39. Discuss in groups • Which methods /genres of communication would you as a Middle Manager use for the following and give a brief description: • Staff Meeting • Debriefing after an activity • Reprimand staff member • Performance Evaluation Feedback • Dissatisfaction with supervisor about a job placement • Students’ underperformance • Response to an action taking by the Principal

40. Tips for giving written feedback transferrable • timely • understandable • specific • Contextualized • Non-judgmental • Balanced • Forward looking

41. Use of social Media • Do not use images of children without permission from their parents • Do not post anything you will regret • Do not use it as a medium to insult your colleagues • Use for events that you would like to publicise or to make connections

42. Effective Communication • Video deleted(File too large to email)

43. Planning and Conducting effective meetings • Clarify the need for a meeting • Notify participants • Prepare the Agenda • Set the ground rules • Types of Meetings • Ground rules for meetings • Importance of Minutes • Follow up after the meeting

44. References • Beck, C. (1998). Managerial Communication: Bridging Theory and Practice, Prentice Hall Inc., Upper Saddle River N J • Gooden Monteith, C. E.(2010). Winning PR and Communication Strategies: Toolkit for Educators, Phoenix Printery, East Street, Kingston Jamaica • Managerial Communication http://managementstudyguide.com/ways-to-improve-managerial-communication.htm • Youtube videos embedded. Effective Communication in the Workplace(Interpersonal skills in Management Ross School of Business • Youtube video on Supportive Communication

45. CONCLUSION • The END!!!