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5. Develop your own communication skills.
Figure 12.2 The P-O-L-C Framework

12.1 Understanding Communication
LEARNING OBJECTIVES
1. Define communication.
2. Understand the communication process.
Communication supports each of a manager’s P-O-L-C functions. The ability
to effectively communicate is a necessary condition for successfully planning,
organizing, leading, and controlling. Communication is vital to organizations—it’s
how we coordinate actions and achieve goals. It is defined in the Merriam-
Webster’s dictionary as “a process by which information is exchanged between
[1]
individuals through a common system of symbols, signs, or behavior.” We know
[2]
that 50%–90% of a manager’s time is spent communicating and that
[3]
communication ability is related to a manager’s performance. In most work
environments, a miscommunication is an annoyance—it can interrupt workflow by
causing delays and interpersonal strife. And in some work arenas, like operating
rooms and airplane cockpits, communication can be a matter of life and death.
So, just how prevalent is the problem of miscommunication in the workplace?
You may be surprised to learn that the relationship between miscommunication and
negative outcomes is strong. A recent NASA study suggests that deficient
interpersonal communication was a causal factor in approximately 70%–80% of
[4]
aviation accidents over a 20-year period.
Poor communication can also lead to lawsuits. For example, you might think
that malpractice suits are filed against doctors based on the outcome of their
treatments alone. But a 1997 study of malpractice suits found that a primary influence
on whether a doctor is sued is that doctor’s communication style. While the
combination of a bad outcome and patient unhappiness can quickly lead to litigation,
a warm, personal communication style leads to greater patient satisfaction. And
[5]
satisfied patients are less likely to sue.
For leaders and organizations, poor communication costs money and wastes
time. One study found that 14% of each workweek is wasted on poor
[6]
communication. In contrast, effective communication is an asset for organizations
and individuals alike. Effective communication skills, for example, are an asset for
job seekers. A recent study of recruiters at 85 business schools ranked
communication and interpersonal skills as the highest skills they were looking for,
with 89% of the recruiters saying they were important. Good communication can
[7]
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