Brook Jacoby

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Why Skills Training is the Key to a More Productive Workplace

 

The business leader was convinced the issue was poor employees who refused to follow company procedures. After spending time observing how information flow worked in the business, the actual issue was obvious.

 

 

Information traveled across the business like a game of telephone. Directions from leadership would be garbled by middle management, who would then communicate wrong information to front-line staff.

 

 

Not a single person was purposely making trouble. Everyone was doing their best, but the messaging processes were completely stuffed.

 

 

The turning point came when we modified the complete system. Instead of presentations, we started creating actual dialogue. Workers shared close calls they'd encountered. Supervisors paid attention and put forward more questions.

 

 

The results were immediate. Workplace accidents fell by 40% within twelve weeks.

 

 

I learned a vital lesson - proper education isn't about smooth talking. It's about genuine interaction.

 

 

Proper listening is almost certainly the vital skill you can develop in staff development. But most people think listening means nodding and making encouraging noises.

 

 

That's not listening. Real listening means shutting up and truly hearing what they are telling you. It means making enquiries that prove you've got it.

 

 

What I've found - most managers are terrible listeners. They're thinking about their reply before the other person stops speaking.

 

 

I proved this with a phone provider in Melbourne. In their group discussions, I counted how many occasions managers talked over their team members. The average was less than a minute.

 

 

No wonder their worker engagement numbers were rock bottom. Staff felt dismissed and undervalued. Communication had developed into a lecture series where management spoke and workers appeared to be engaged.

 

 

Email skills is also a mess in countless businesses. Staff dash off digital notes like they're messaging friends to their buddies, then wonder why confusion arises.

 

 

Email tone is especially difficult because you can't hear voice inflection. What looks direct to you might come across as hostile to the recipient.

 

 

I've seen countless workplace conflicts blow up over unclear digital communication that could have been sorted out with a quick conversation.

 

 

The worst case I witnessed was at a government department in the ACT. An digital communication about budget cuts was written so poorly that half the staff thought they were being made redundant.

 

 

Chaos spread through the building. Staff started polishing their CVs and calling job agencies. It took 72 hours and multiple explanation sessions to resolve the misunderstanding.

 

 

All because an individual couldn't compose a straightforward communication. The ridiculous part? This was in the public relations department.

 

 

Meeting communication is where most businesses throw away massive volumes of resources and energy. Ineffective conferences are the norm, and they're terrible because nobody knows how to handle them well.

 

 

Proper conferences must have specific objectives, structured plans, and a person who maintains conversations focused.

 

 

Cultural differences have a massive impact in business dialogue. The nation's varied employee base means you're working with people from dozens of different backgrounds.

 

 

What's viewed as direct speaking in Australian culture might be interpreted as inappropriate in different cultures. I've witnessed numerous conflicts arise from these multicultural distinctions.

 

 

Training should cover these issues directly and realistically. People need useful techniques to manage diverse communication successfully.

 

 

Good development programs acknowledges that dialogue is a capability that develops with practice. You cannot develop it from a book. It demands regular use and guidance.

 

 

Businesses that put money in proper communication training achieve measurable results in efficiency, worker engagement, and customer service.

 

 

The bottom line is this: communication isn't rocket science, but it absolutely requires genuine effort and effective development to work well.

 

 

Resources for innovative staff education forms a crucial opportunity that permits businesses to succeed in rapidly changing business environments.

 

 

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