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İletişim ve İş Hayatı | Günsu Başer
İletişim ve İş Hayatı

İletişim ve İş Hayatı

İş Hayatında İletişim Kazaları ve İletişimsizliğin Yol Açtığı  Yaralanmalar

İletişim, iş hayatını ne kadar etkiliyor? 

* Öncelikle işyerlerine görülen temel iletişim sorunlarıyla ilgili bilgiler verir misiniz?

 

Belki de Akdeniz toplumu olduğumuz için, yaşadığımız en temel iletişim sorunu, ACELECİLİK.

Aceleciliği, “zamanımızı yönetiyoruz” bahanesi arkasına saklayıp, iş hayatımızın ortasına bir meziyetmiş gibi yerleştiriyoruz. Acele ettiğimiz için 3 işi aynı anda yaparken, karşımızdaki insanların GERÇEKTEN NE DEDİĞİNİ duymuyoruz, acele ettiğimiz için yüz yüze verilmesi gereken mesajları e-posta ile iletiyoruz, acele ettiğimiz için toplantıları kısa kesebiliyoruz. Tüm bunların iş ortamına yansıması ise, hatalı sonuçlar, bir türlü tamamlanamayan işler, kırgınlıklar, işten ayrılmalar, verim düşüklüğü…

Diğer temel sorunumuz, DİNLEME PROBLEMİ. Dinlemek zor meziyet! Her şeyden önce beynimizin bize bu konuda oynadığı bir oyun var. Ortalama bir insanın dinleme kapasitesi dakikada 300–450 kelime arasında, yine ortalama bir insanın konuşma kapasitesi dakikada 100–150 kelime arasında. Ortaya basit bir matematik hesabı çıkıyor. 300 kelime dinleyebiliyorum ama karşımdaki insan 100 kelime konuşabiliyor. Peki, beynimizde geriye kalan 200 kelimelik “boş yer”  nasıl doldurulacak? Karşımızdaki insanı dinlerken dalıp gitmek,  konuşmanın arasında akşamki maçı düşünüyor olmak gibi sıkça karşılaştığımız durumlar, beynimizin boşlukları doldurma çabasına işaret ediyor.

Ek olarak, konuyla ilgilenmediğimizde veya duygusal iniş çıkışlar yaşadığımızda da karşımızdaki kişiye odaklanamıyoruz. Sonuç: YANLIŞ ANLAŞILMALAR! Yine verim düşüklüğü!

İş hayatında karşılaşılan diğer bir temel iletişim problemi de VERİMSİZ TOPLANTILAR. Toplantının asıl işlevine baktığınızda, bu çok basit bir anlatımla, “kurum içi iletişimi artırmak- paylaşım kültürü yaratmak” olarak tanımlanabilir. Oysa danışmanlığını yaptığım pek çok kurumda, saatler süren verimsiz toplantılarla ve bunların ölümcül sonuçları ile karşılaşıyorum. Konuşulmasına çok da gerek olmayan bilgiler-durumlar hakkında saatlerce konuşmak, kelimelerin eyleme dönüşmesi için gerekli yazılı kültürü oluşturamamak, katılımcı bir ortam yaratmadan “tek başına gösteri” sergilemek, “KABUL EDENLER, ETMEYENLER, EDİLMİŞTİR” sistemi ile iletişim kurmak ( ya da kurduğunu zannetmek ) yaşadıklarımızdan sadece bazı örnekler…

 

* Türkiye’deki işyerlerini iletişim açısından değerlendirir misiniz? İletişime ne kadar önem veriliyor? İşyerinde iletişimin kötü olmasının sonuçlarını değerlendirebilir misiniz?

Aslında bu soruya iki açıdan yaklaşmak gerekiyor. Kurum içi iletişim ve kişiler arası iletişim. Gelişen insan kaynakları ve iç halkla ilişkiler uygulamaları ile birlikte, bazı şirketler, kurum içi iletişimi geliştirebilmek için güzel uygulamalara imza atıyor. Şirket panoları, yemekler, turnuvalar, bölüm tatilleri, eğitimler, şirket gazete ve bültenleri, doğru uygulandığı takdirde, başarılı sonuçlar yaratıyor. Kurum içi iletişim “GÜÇ” tür. Zordur ama şirketi güçlendirir de. Kurum içi iletişimin başarısı, şeffaflık, neyin, nasıl, nerede yapılacağına dair bilgi, şirket prosedür, kural ve gelişmelerinin “olduğu gibi aktarılması” anlamına gelir. Burada söz kültürü değil, yazılı kültür geçerlidir. Güven yaratır. Türkiye’deki işyerleri bu kültürün yeni yeni farkına varıyor. Belki de bu yüzden günümüzde ön plana çıkan bir departman gündemde: Kurum içi iletişim ve halkla ilişkiler.

Sorunuzu, kişiler arası iletişim yönünden ele alacak olursak, burada temel sorunsal Farkındalık. İnsanların birbirine günaydın demediği, sorunlarını ve heyecanlarını paylaşmadığı, birlikte eğlenmediği, karşısındakinin ne söylediğine değil, nasıl söylediğine odaklanarak bulutlardan nem topladığı bir ortamdan bahsediyorsak, burada “verim” kavramını aramak pek mümkün değil. Oysa ki genelde bunu fark etmiyor ve anlık karlılıklara odaklanıyoruz. İşini çok iyi yapan insanlar, yöneticiler, uzmanlar tanıyorum. Ne yazık ki eğitimlerde üzerinde hep durmak zorunda kaldığımız, dönüp baştan tartıştığımız en temel kavram iletişim yani insani ilişkiler. Ne kadar “İYİ” olursan ol, kendini ifade edemediğin zaman kariyerinde gerilemeye başlıyorsun. Bu şirket için de insan kaynağının etkili kullanılamaması demek. İnsani ilişkiler- oyunun temel kuralı. Burada rol yapmaktan, birlikte çok eğleniyormuş gibi görünmekten, kendin gibi olmamaktan,  rutin halde can sıkıcı yemekler yemekten bahsetmiyorum. GERÇEKTEN, bir paylaşım ortamı yaratmaktan bahsediyorum. Milli Takım’ı düşünelim. Atılan her golden sonra, ilk yaptıkları birbirlerine sarılmaktı. Hem de çocuksu bir heyecan ve müthiş bir enerjiyle. Bir futbol takımının, herhangi bir şirketten pek farkı yok. İletişime açık bir takım yaratmak da, ancak ve ancak başarılarından sonra birlikte sevinebilen, birbirine karşı açık olabilen, paylaşan, iletişimi KİŞİSELLEŞTİRMEDEN kurmaya çabalayan ekip üyeleri ile mümkün olabilir. Burada sorumlulukların en ağırı da yöneticilere düşüyor.

* Bu sorunların aşılması konusunda tavsiyeleriniz neler olur?

Bu sorunun cevabı da, FARKINDALIK aslında. Önce fark etmek gerekiyor. % 100 verimli dinlemeden, hiç iletişim kazası yapmamaktan, her söylediğimizin anlaşılmasından, yanlış anlamaların olmamasından bahsetmiyorum. Bu çok ütopik olacaktır. Elbette kazalar olabilir. Kurum içinde de, kişiler arası ilişkilerde de sorunlar ortaya çıkabilir. Önemli olan bunu zamanında FARK ETMEK! Bir şirket tanıyorum. Karlılığı sağlamak adına çok önemli departmanlarının birinde yan yana oturan iki uzman var. Tam 3 senedir konuşmuyorlar. Yönetici fark ettiğinde ve devreye ben girdiğimde, eğitim sırasında konuşmadıkları için yapmadıkları/ yapamadıkları- veya eksik yaptıkları-işlerin listesini çıkardık. İnanılmaz ama gerçek.

Sorunu fark ettikten sonra yapılması gerekenlerin ne olduğunun cevabı ise DURUMSALLIK  ilkesinde yatıyor. Her kurumun, her şirketin kendine özgü bir DNA’sı vardır. Bu DNA’ya uygun çözümleri üretmek yöneticilerin, insan kaynaklarının ve elbette kişilerin sorumluluğundadır. Tıpkı bir sac ayağı gibi. Problemler bazen rotasyon ile çözülebilir, bazen eğitimle, bazen konuşarak, bazen sistemlerde yapılabilecek değişikliklerle… Ancak her şirket için kopya çözüm üretmek doğru olmaz.

* İletişimi geliştirmenin iş verimine etkisini değerlendirir misiniz?

Her şeyden önce İŞİNİ SEVMEYİ kolaylaştırır.  Arkadaşlarınızın olduğu, yöneticilerinize kendinizi ifade edebildiğiniz, olup bitenlerden haberdar olduğunuz bir ortama sabah keyifle gidebilirsiniz. Bu da verimliliği etkiler elbette. Yurt dışında gördüğüm ilginç uygulamalardan biri, bir şirketin her katında bulunan oyun odalarıydı. Çalışanlar, diledikleri zaman, oyun odalarına gidip birlikte farklı oyunlar oynayabiliyorlardı. Türkiye’deki iş yaşamı buna hazır mı bilemiyorum, kolaylıkla suiistimal edilebilir. Ancak bu uygulama bize “iletişimin” önemini anlatıyor. Paylaştığınızda, anlaştığınızda, kendinizi karşınızdakine doğru ifade edebildiğinizde, gerektiğinde yardım isteyebildiğinizde, dinlendiğinizde ve dinleyebildiğinizde elbette VERİMLİLİK artacaktır. Çünkü işler kolaylaşacaktır. Burada da temel kavram “Monolog” değil “DİYALOG” tur.

* İletişimi geliştirmede müdürlere ve çalışanlara düşen görevleri belirtir misiniz?

Yöneticiler açısından bakarsak, öncelikle kendilerinin İLETİŞİME AÇIK olması gerekiyor. “Açık Kapı Politikası” yaratmak demek, çalışanların gerçekten o odaya girebilmeleri ve orada fikirlerini ifade edebilecek, müzakere edebilecek rahatlığı yaşayabilmeleri demektir. Eğer yönetici, “benim kapım hep açık, ama kimse girmiyor” diyorsa, orada bir sorun vardır. KORKU kültürü değil, İLETİŞİM kültürü yaratmak gerekiyor.

Çalışanlar da, her şeyi insan kaynaklarından ve yöneticilerden beklememeli elbette. İşinin lideri olma sözcüğünü bu yüzden bu kadar tartışıyoruz. Bir sorun varsa, “BANA NE” demek yerine, proaktif olmak ve ben bu sorunun neresindeyim demek doğru adımdır.

Her iki taraf da aslında “taraf” olmamalı, BİZ olabilmeli. İletişimi geliştirmek için en önemli adım budur.

* Türkiye’de işten ayrılmaların ne kadarının iletişim eksikliğinden kaynaklandığını düşünüyorsunuz?

Önemli bir kısmı, iletişim eksikliğinden kaynaklanıyor. Önemli bir teorisyen olan Frederick Herzberg’e göre, kişiler iki faktör aracılığı ile motive olur. 

 

  • Motivasyonel faktörler(Başarı, tanınma, ilerleme, üst-alt ilişkisi, gelişme imkânı, sorumluluk…)
  • Hijyen faktörler(İşletme politikası, yönetimi, maaş, ücret…)

 

Teoriye göre motivasyonel faktörler tek başına verim sağlayabilir. Fakat hijyen faktörleri tek başına çalışanlarda tatminkarlık, verim sağlayamaz. Sadece memnuniyetsizlik ve verimde düşkünlüğün önüne geçilebilir. Yani sanıldığı gibi ÜCRET ön planda değil. Yönetici veya çalışan olması fark etmiyor.

Aslında hepimiz aynı duygunun peşindeyiz. “ANLAMAK VE ANLAŞILMAK.”

Günsu Başer

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