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Press Releases & Articles
May 2008
How to Avoid Organizational Miscommunication
by
Jennifer Privetera
(Print,
PDF)
There are many resources available today regarding the importance of
business communication – what it is, what it means and how to do it
properly. I am certain all casino executives would agree that
effective internal communication is one of the most important
factors in maintaining a sustainable competitive advantage.
EmailLabs.com agrees. It reports that a recent Watson Wyatt study
found that “companies with highly effective internal communications
capabilities posted shareholder returns over a five-year period that
were 57 percent higher than those of companies that communicated
less effectively” with their employees. Watson Wyatt is a global
human resources and financial consultant.
While there is no shortage of information telling you how to achieve
and maintain effective communication, often the best lessons are
learned from knowing what not to do.
Do Not Say “Yes” to E-Mail
The invention of e-mail met with loud cheers and the tippity tap of
fingers on billions of keyboards around the world. E-mail
communication has increased to a rate of approximately 304 business
and 274 personal e-mails per person weekly, according to David
Daniels, vice president and research director at JupiterResearch, a
firm that studies the impact of the Internet. This means we spend a
LOT of time writing, reading and responding to e-mail.
E-mail is often perceived as a productive and convenient form of
communication, although it may take five e-mails to complete the
task of one five-minute phone call. Casino employees often send an
e-mail in lieu of “live” communication. It’s an incredibly safe way
for the sender to bring up issues that may be challenging or
difficult. E-mail may be more comfortable for you to use, but it
often clouds the waters and creates confusion.
How many times have you read an e-mail and felt the sender was angry
or snippy? How often do you exchange e-mails without any questions
or need for clarification? E-mail communication lacks the auditory
and visual cues that help the recipient understand the message’s
context. E-mail also eliminates opportunities for feedback and idea
sharing. When you have a question, concern or comment, pick up the
phone! It will save you a lot of time and energy and create a
feeling of camaraderie that brightens your day.
Your Mouth Says “Yes” But Your Eyes Say “No”
Do not rely on words alone in your communication. A hand on your hip
may indicate irritation. Standing with arms crossed before you may
mean you are “closed off” and not willing to listen. Your body
language must be consistent with your message or you will
undoubtedly give the wrong impression.
Body language, including facial expressions, helps clarify and
create effective communication. From infancy, humans gain a high
level of understanding through basic body language. You knew when
your mother was mad because of her facial expression and the tense
way she held her body. Your mother knew when you were happy by your
smile and the movements of your arms and legs. Body language creates
a clear understanding before words are spoken.
When you are discussing an issue with a colleague, meeting with your
executive team or presenting at NIGA, relax, speak carefully and
slowly and make eye contact to assure your message is understood.
The use of consistent body language will help you get the message
across accurately.
But I Thought We Were On the Same Page
We all know the undesirable outcomes of assuming. Movie plot lines
are carried by the assumptions of the hilarious and entertaining
characters. Never assume that communication has happened. It is
vital that the speaker and listener ask questions and gain feedback
to confirm mutual understanding.
Also, do not rely on jargon to highlight your communications. I
attended a business seminar and the speaker was exceptionally fond
of common, overused jargon. I cannot recall the topic of the
seminar, but I do know that he said “at the end of the day,” “fire
away” and “out of the box” at least 50 times combined. I ended up
counting his use of these terms rather than absorbing information.
The seminar was memorable, but not effective. It was certainly a
clear message of what not to do.
The National Department of Redundancy Department
Redundant communication fails to produce desirable results. It is
not productive to state your message over and over. Your listener
will most assuredly become confused and have no idea what you’re
trying to say.
Once it is said, put it to bed. Listeners will thank you. This will
be the best time to absorb the information, ask questions and
provide you with valuable feedback. If you are not sharing ideas
clearly, seeking input and receiving feedback, you are not
communicating.
“Blamestorming”
A meeting is called and everyone knows it won’t be pretty. Your casino’s
guest feedback is negative and revenues are down. During this
meeting, no ideas will be shared and no strategies will be formed.
It is simply a gathering to discuss shortfalls. “Blamestorming” is a
common occurrence that is completely ineffective. It creates hard
feelings, discourages communication and damages employee morale.
Maintaining an environment of open communication, acceptance and
active participation will lead your casino to greater success and
give employees the motivation to excel.
Miscommunication is an unfortunate byproduct of common business
practices that are inappropriate, overused or completely
ineffective. “If you communicate what you intended to communicate,
you earn the access to the discretionary energy of employees,” says
Francie Dalton, president of Dalton Alliances, a consultant in the
communication, management and behavioral sciences. “Discretionary
effort includes what employees don’t have to give you but could:
initiative, working late … creativity and more.” The discretionary
effort of your employees is what will place your casino ahead of the
competition. The outcome of effective communication will be seen in
your casino’s reduced employee turnover, increased guest and
employee advocacy and increased profit.
Whether it’s excessive use of e-mail, failure to gain feedback or
perpetual use of meetings to spread negative energy, there are a
remarkable number of lessons to be learned in observing
communication strategies and learning what not to do.
Jennifer Privitera is manager of client service at Robinson &
Associates, Inc., an Annapolis, Maryland-based customer service
consulting firm to the gaming industry worldwide. Privitera has
worked as a human resources, administrative and business consultant
for more than 15 years and is a Professional Member of the Society
for Human Resource Management. She may be reached at jprivitera@casinocustomerservice.com
and at 623-866-3445.
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