Professional Documents
Culture Documents
Management of
Projects and People
Communication
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.
Rationale
People are an organizations 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
process
Initial verbal message
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 Bs body language and facial expressions suggest that B
understands, other signals, such as speed of reaction and actions, suggest
that Bs 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
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
huhs
Smiling
Making time
Shutting up
No fidgeting, pens, paper, computer,
phones
No physical barriers
Appropriate questioning
Demonstrating empathy
Barriers to
Listening
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)
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
Direction of
communication
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.
LATERAL
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 havent 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
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 peoples
points of view
Be sympathetic to their ideas and
needs
Give plenty of praise and
encouragement
Be sincere and fair with everyone
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
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.
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 4 th 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