BE1018Management of Projects

and PeopleCommunication

Agenda• Introduction• Communication process• Function of Communication• Communication structure• Why communication fails• Communication methods• The managers behaviour• Personal skills and interaction• Non Verbal communication• Written communication

Introduction• Poor communication has long been an

issue for the construction industry due to its fragmented nature. There is a wealth of information that needs to be passed effectively within the project teams requiring a well-organised network of communication using the latest technology. Even when this network exists communication can still break down at a personal level. People fail to communicate effectively by either giving too much or too little information that is inaccurate or misleading causing conflicting understanding.

RationalePeople are an organization’s most valuable asset and yet they also represent the most difficult resource to manage. This is particularly true of the construction industry due to its cultural diversity and fragmented occupational groups. This module requires you to assess the complexities of management in one of the most people-reliant industry sectors.

Project Communication

• “Communication breakdown are continuously cited as one of the key reasons that projects fail, which is why communication needs to be addressed as a critical activity and skills for project managers” (Pritchard, 2004)

Definition of Communication• “If information is power, communications

allow the power to be used! Communications is about interactions – the transfer or display of data and information, ideas, knowledge, etc; it is the process of transmitting a message by using symbols from sender(s) to receiver(s). Efficient and effective communications are vital. Output from one person is input for another so it is necessary to consider both the transmitter and the receiver as well as the medium between them.” (Langford et al,1998)

Communication processInitial verbal message

Non-verbal signals received from B at the same time as A

sends verbal message

Verbal message, non-verbal signals, and

environment clues received stimulate response.

A B

• A sends a message to B

•While A is sending the message, B is sending back communication signals, e.g. Facial expression, eye movement, body language, etc.

•Both parties communicate at conscious and subconscious levels

•Although B’s body language and facial expressions suggest that B understands, other signals, such as speed of reaction and actions, suggest that B’s interpretation of the message is incorrect.

•A recognises that B does not understand even though B thinks that s/he understands.

•The interesting phenomenon here is all of this can be done without B speaking and can occur before A has finished sending his/her initial message.

The importance of Listening• How do you feel when you know that

someone is listening to you?– Valued– Understood– Safe– Happy– Positive– In control– Ready to go on – Empowered– Heard– Accepted

What is Good Listening?• Good eye contact• Open body posture• Paying attention• Affirmative encouraging noises – uh huh’s• Smiling• Making time• Shutting up• No fidgeting, pens, paper, computer, phones• No physical barriers• Appropriate questioning• Demonstrating empathy

Barriers to Listening• Focusing on a personal agenda• Hearing emotional noise• Criticizing the speaker• Understanding speech rate vs thought

rate– Speech 125 words per minute– Thought 600-800 words per minute

• Experiencing information overload• Hearing external “noise”• Experiencing physical difficulty

Put your brain into gear before you open your mouth...

• Conscious processing is used when preparing for meetings and rehearsal of speeches but your conscious mind is too slow during face-to-face interaction.

• During interaction, speech and grammatical structure, sentences and words are all processed in the subconscious mind.

• If however the situation is not similar to any previous encounters the reaction may be as a result of the subconscious and the conscious mind.– Subconscious may prevent us reacting straight away with

an incorrect response.– Conscious thinks over the matter, attempting to

understand and contextualise the situation.

Group communication• Communication can be divided into two

distinct categories– Communication aimed at achieving the group

goal (task)– Interaction that is used to maintain

relationships (socio-emotional)

• Task – as teams work through tasks differences of opinions emerge and a level of conflict develops. This can be dispersed through……

• Socio-emotional – positive (supportive). Negative (conflict) is necessary to prevent “groupthink”

Functions of communication

• Information function – information is being exchanged all the time. (passes both ways)

• Instrumental function – Used to get things done• Social relationships function – maintaining

relationships between individuals and groups in order that they can continue to work as a team

• Expression function – Express their feelings either spontaneously or planned

• Attitude change function – Persuasion to influence behaviour and attitude.

• Role-related or ritual function – Sometimes people communication because they are expected to

Communication structure• Channels of communication

– Leadership or line hierarchy – linking people who decide policy with those who implement it.

– Functional and lateral relationships – linking people in different sections, some of whom contribute specialist knowledge and skills

– Procedures through which managers and workers can consult and negotiate with one another to resolve conflicts and increase commitment and co-operation

Direction of communication

LATERAL

Lateral – swap information about the job. Most of which is passed informally along the

grapevine and travels fast. Vital for getting work done

quickly and efficiently

Upward – provides essential feedback to management. Upward communication can be slow if news is bad or distorted, only communicating what it is people think their bosses want to hear.

Downwards communication is not only to give instructions and explain strategies and objectives but to give people information

Give examples of situations where communication can go

wrong?

Possible Situations• People are flooded with paperwork they

haven’t time to read.• Estimates may be wrong• Drawings out of date• Descriptions/communication is ambiguous• Meetings go on for too long and people

stop listening• Size of the organisation – small

organisations more face to face contact. Larger firms rely more on the written word.

Why communication fails• Poor expression• Reluctant communicators• Communication dominance• Failing to ask questions• Asking closed and open questions• Failing to seek for help• Failing to disagree• Overloading• Poor choice of method• Disjunction and distortion• Distance• Status differences• Feelings

Don't use that tone with me!• I did not tell John you were late.

– Someone else told John you were late.

• I did not tell John you were late. – This did not happen.

• I did not tell John you were late. – I may have implied it.

• I did not tell John you were late. – But maybe I told Sharon and José.

• I did not tell John you were late. – I was talking about someone else.

• I did not tell John you were late. – I told him you still are late.

• I did not tell John you were late. – I told him you were attending another meeting.

Name some methods of communication.

Managers behaviour – “How To Win Friends And Influence

People”• Make people feel important• Show that you value them and recognise

their abilities• Be a good listener and show an interest in

them.• Show that you can see people’s points of

view• Be sympathetic to their ideas and needs• Give plenty of praise and encouragement• Be sincere and fair with everyone

Managers Behaviour - Tips• Recognition – build up individuals confidence

by seeking opportunities to give praise and recognition.

• Empathy – Try and see things from other people’s viewpoints.

• Listening – Interpret what is being said to understand its meaning. Give feedback to clarify and show you really understood what the person is saying.

• Assertiveness – Encourage honesty and directness – and do so by example; communicate a feeling of self-respect and respect for others.

Personal skills and interaction• Adopting a warm, friendly manner:

smiling; using eye-contact• Treating the other person as an equal• Creating a smooth and easy pattern of

interaction• Finding a common interest or

experience• Showing a keen interest in the other;

listening carefully• Meeting the other person on his or her

own ground

Communication facts

• Did you know?– 7% of communication is words– 38% of communication is voice

quality– 55% of communication is body

language

Body Language• We form our opinions of someone

we meet for the first time in just a few seconds, and this initial instinctual assessment is based far more on what we see and feel about the other person than on the words they speak. On many occasions we form a strong view about a new person before they speak a single word

Non-verbal

• Communicate through body language:– Eye contact– Facial expressions– Tone of voice– Body positioning– Silence– Space

• Keep body language in context

Body Language

• BODY LANGUAGE WARNING• Body language is not an exact

science. • No single body language sign is a

reliable indicator.• Understanding body language

involves the interpretation of several consistent signals to support or indicate a particular conclusion

Body Language in Context• Body language depends on context: body

language in a certain situation might not mean the same in another.

• Some 'body language' isn't what it seems at all, for example:

• Someone rubbing their eye might have an irritation, rather than being tired - or disbelieving, or upset.

• Someone with crossed arms might be keeping warm, rather than being defensive.

• Someone scratching their nose might actually have an itch, rather than concealing a lie

Written• Conveys aptitude and attitude

– Receiver draws conclusions based upon grammar, vocabulary, presentation, and formatting used in written communication

– Common forms include letters, memos, and emails.

Plan what you write• Purpose – What are you trying to

communicate?• Audience – To whom are you writing

to/for?• Exploration – What ideas should you

consider?• Patterns and Outline – How can you

best arrange your ideas?• Details and Examples – How can you

support your points

Summary• COMMUNICATION IS THE KEY TO SUCCESS.• Consider the whole process of

communication not just the conveying of information but the listening and feedback.

• Make use of all types of communication – lateral, upwards and downwards

• Consider all types of communication and use the most applicable.

• Make communication a conscious act – consider your behaviour and skills

• Be aware of body language• Plan what you write

References• Bell, A.H., Smith, D. M. (2010) Management

Communication 3rd edition. John Wiley & Sons, • Emmitt, S. And Gorse, C. A. (2003) Construction

Communication. Blackwell Publishing, Oxford.• Fryer, B. Egbu C. Ellis R. Gorse, C.(2004) The Practice

of Construction Management 4th edition. Blackwell Publishing, Oxford.

• Gorse, C. A. (2003) ‘Conflict and conflict management in construction’. In Proceedings of the Nineteenth Annual Conference ARCOM, 3-5 September, University of Brighton, 173-182

• Mintzberg, H. Ahstrand, B., Lampel, J. (2005) Strategy Bites Back. It is far more, and less, than you every imagined. FT Prentice Hall. Harlow