Supervisor's Manual (Sample)

1. Determining Communication Skills Perhaps the single most important skill a supervisor can lies within the art of communication. “The basic purpose of communication is to transfer understanding” (Kreitner, 1980). Clear communication skills are beneficial in all aspects of life including business and can be used effectively to inform, command, instruct, assess, influence, persuade and motivate other people. Supervisors who do not practice effective communication techniques and fail to offer clear instructions and expectations, often find that employees perform their jobs poorly due to lack of understanding what is expected of them (Rue & Byars, 2004). The first step in effective communication is actively listening to what others are saying and how they are saying it. Observing body language, facial expressions, tone, verbal and nonverbal signals are all valid aspects of active listening. Supervisors interact with people on all levels of business including upper management, venders, customers and subordinates; therefore it is imperative that supervisors are capable to absorb the ideas of others, and to give direction to those who work for them. Often, supervisors must persuade others to accept ideas which they may oppose and to do this the supervisor must communicate effectively. Good communication is the key which directly affects the success of not only the supervisor himself, but the success of the organization. The majority of communication problems that occur amongst supervisors and subordinates usually develop as a result of miscommunication. Miscommunication can arise when questions go unanswered; points are misinterpreted; interpersonal communication; perception; cultural differences; and semantics.
Interpersonal communication between individuals is an interactive process which includes sending and receiving verbal and nonverbal messages. There are instances in which nonverbal communication such as facial expressions, nodding or shaking one’s head

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