SESSION 13

Critical Thinking and

Communication for Managers
(Term 1)

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CONTENTS:

Preparing for communication (Part II):

• Establishing creditability and FAIR approach (Chapter 1)

• Seven C’s of effective communication

• Reason of communication breakdown

• Strategies to improve communication (Chapter 2)

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Establishing Credibility:

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Case discussion- WHOM DO YOU TRUST AS YOUR MENTOR?

• Understanding the Interests of Others • Business Ethics

• Cultivating a Sense of Community • Corporate and Personal Values
• Giving to Others and Showing • Open and Honest Communication
Generosity • A Stakeholder View of Accountability
• Fairness in Business Communications

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FAIR Test:

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What is a communication breakdown?

A communication breakdown is defined as a failure to exchange information, resulting in a

lack of communication.

Common examples

• Two members of staff doing the same task and not realising
• A colleague not treating a client correctly
• Certain vital tasks not being completed either on time or to the highest standard
because no one in the team is giving updates to each other.

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Causes and consequences of a communication breakdown

Common causes Common consequences

Perceptual and • Loss of morale

Information
Language Inattention
Overload • Demotivation
Differences
• Embarrassment
Distraction/ • Anger
Time Pressures Emotional state
Noise • Tension amongst the team
• Stress caused to individuals
Complexity in
Poor retention Organizational • Loss of clients, business and sales
Structure • Disorganisation
• Gossip
• Higher employee turnover/ lack of
retention

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5 ways to resolve a communication breakdown

One
Practice
Sharing is team,
Observe Options makes
caring one
perfect
dream

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Emotional Intelligence Dimensions, Related Impacts on Interpersonal
Communication, and Strategies for Improvement:

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Thank You

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