Supportive Communication

A520.3.4.RB

Supportive communication is essential for any organization wishing to create an environment of trust, respect and growth; which set the conditions for productivity and success. In fact, enjoying a workplace with “zero defect” is highly unlikely. Thus, leaders must be prepared to work with their employees to address issues that conflict with the organization’s values or end state. In such cases, leaders are required to provide feedback or a course of action for their employee(s) to get them back on track or further develop their skills in order to meet the needs of the team, department and organization. The leader is able to do so with supportive communication.  “Supportive communication seeks to preserve or enhance a positive relationship between you and another person while still addressing a problem, giving negative feedback, or tackling a difficult issue” (Whetten and Cameron, 2016, p. 193). Establishing a positive and respectful interpersonal relationship allows for further growth and productivity. “Positive relationships foster cooperation among people, so the things that get in the way of highly successful performance—such as conflict, disagreements, confusion and ambiguity, unproductive competition, anger, or personal offense—are minimized” (Whetten and Cameron, 2016, p. 191). By following guidelines that incorporate the eight attributes of supportive communication, which are: congruent, descriptive, problem-oriented, validating, specific, conjunctive, owned, and supportive listening (Whetten and Cameron, 2016, p. 194), a leader is better suited to address issues and solicit compliance.

Two very important tools a leader has to employ supportive communication is coaching and counseling. “In coaching, managers pass along advice and information, or they set standards to help others improve their skills and behaviors. In counseling, managers help others recognize and address problems involving their level of understanding, emotions, or perspectives. Thus, coaching focuses on abilities, counseling on attitudes” (Whetten and Cameron, 2016, 195). Every leader has the duty to ensure that their employees are operating at an optimal level. Furthermore, when a leader finds themselves in a position where they are required to coach or counsel an employee, adhering to the eight attributes of supportive communication is key. Doing so will minimize employee’s defensiveness and disconfirmation. According to Whetten and Cameron (2016), “Defensiveness arises when a person feels threatened or punished by the communication,” and “disconfirmation, occurs when people feel put down, ineffectual, or insignificant because of the communication” (p. 197).

In my previous profession in the military, trust, respect and team work were vital to our organizations success. Although we trained countless hours on mastering individual tasks, being able to incorporate these individual tasks into to a collective (unit) task was essential to a successful outcome. Furthermore, it was important that everyone involved understood that their individual effort and performance directly contributed to a much larger effort that demonstrated the organization’s proficiency and preparedness. Everyone (all levels) counted on each other to perform to the best of their abilities in order to meet a standard. If deficiencies are identified, leaders would counsel the appropriate personnel and provide the necessary training and opportunity to ensure proficiency. For example, while serving as a leader for a military police company that was responsible for conducting law enforcement duties for an installation, I would periodically inspect the Soldiers uniforms and equipment prior to their shift. During one such inspection, I noticed that a Soldier had a dirty uniform and equipment that was on the verge of being unserviceable. Instead of discussing this issue with the individual Soldier, I instead had the patrol supervisor answer for the significant oversight as it was their duty to ensure that all Soldiers are in the proper uniform with serviceable equipment. To the outsider, this may seem like a minor infraction. However, as I explained to the patrol supervisor that when performing law enforcement duties, anyone in the community would expect a law enforcement office to present themselves in a professional manner. Furthermore, that allowing a Soldiers to use equipment that may fail them when they need it was putting them in greater risk. Instead of becoming irate or confrontational with the patrol supervisor, I decided to speak candidly and specifically enough to ensure that they understood that these oversights have real consequences that affect safety and perception of the organization. Moreover, towards the end of the conversation with the patrol supervisor, I wanted to shift our interaction from a counseling event to a coaching event as they were preparing to begin their shift and they needed to remain focused and clear-minded. For an organization to perform effectively, leaders must ensure that positive interpersonal relationships are established and nurtured. Supportive communication is essential to build and foster trust and respect, especially when addressing challenges in the workplace. A skillful leader must incorporate the eight attributes into their daily interactions with employees as well as when they are coaching or counseling their employees to further their development and performance.

Reference

Whetten, David A.; Cameron, Kim S. (2015-05-20). Developing Management Skills. Pearson Education. Kindle Edition.