Interpersonal Communication

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Interpersonal Communication
Instructor Pamela Parker Dungan
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Role of the Supervisor
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Effective Supervisory Communication

• Is the very basis of our relationships with
  others.
• Clearly identify and understand their own
  communication style and the styles of others.
• Able to communicate on different levels
• Practice Active Listening
• Identify overcome communication barriers

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Introduce Yourself

• Personal Analysis of Leadership Style
• Which leadership characteristics of you was most
  important?
• How do you communicate that leadership
  characteristic?

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Overview of the Class

• Describe the Communication Process
• List the elements of communication
• List the responsibilities in communicating clear
  messages
• Identify barriers in communicating with staff

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Overview of the Class

• Identify communication style
• Identify communication style of staff
• Identify listening skills for improvement
• Demonstrate active listening

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Overview of the Class

• Minimize barriers to effective listening
• Provide positive and productive feedback using a
  three-part method
• Identify words and terms to avoid using.

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So what is effective communication?
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Effective Communication

• Definition
• The means through which people exchange
  information, feelings, and ideas with each other.

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Communication Model

• Sender
• Message (information) is sent by the sender
• Receiver
• Receives the message and responds to message
  (feedback)

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Perception Reality

• Is communication what a person says (or thought
  he/she said)?
• Or is it what the listener hears (or thought
  he/she heard)?

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Perception Communication

• The 1st step to better communication
• Develop the awareness that our perceptions can
  direct how and what we communicate.

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Perception Filters

• Perception is the process of gathering
  information through our senses, organizing and
  making sense of it.

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What Affects Perceptions?

• Previous experience and learning

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What Affects Perceptions?

• Attitudes and Interests

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What Affects Perceptions?

• Needs Feelings

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What Affects Perceptions?

• Current situation

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People see things differently

• All people do not "see" the same thing
  when looking at a visual image.

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Perception differs from individual to individual
due to ...

• Personal Differences
• Socio-Economic Differences
• Cultural Differences

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Examples of Personal Perception Filters

• Age,
• Gender
• Race
• Past experiences

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Examples of Social Economic Filters

• Occupation
• Level of education
• Environmental factors
• Family upbringing

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Examples of Cultural Differences

• Language
• Customs
• Belief Systems
• Historical Perspective

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Influences on Perception

• Every characteristic of an individual influences
  what that individual chooses to
• see
• hear
• taste
• touch
• smell

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Influences of Individuals Background

• How information is interpreted to create meaning
  for an individual is also influenced by his/her
  unique make-up and background.

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Perception Exercise

• Pair-Up
• One person will draw the picture the other person
  is holding
• The person with the picture will give directions
  to the drawer as to how to draw the picture
• The drawer cannot ask questions, just follow
  directions

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Perception Exercise

• What did you draw? Why?
• What types of miscommunication are represented?
• Are misunderstandings often the result of
  differences in perception?

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Tell me
Once in a a Lifetime
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Count the Fs in this sentence
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Count the Fs in this sentence

• Finished files are the result of years of
  scientific study combined with the
• experience of many years.

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How Many Fs Did you Count?
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There were 6 Fs

• Finished files are the result of years
• of scientific study combined with the
• experience of many years.

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Discussion Questions

• Why do we tend to perceive only certain things?
• How could this tendency influence communication?

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Questions

• Question 1
• The senator was elected to office by an
  overwhelming majority.
• What percentage of the vote did he/she receive?

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Questions

• Question 2
• My 17-year old is of average height.
• How tall is he?

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Questions

• Question 3
• Jane really isnt a brain, but she is a good
  student.
• What is her grade point average?

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Questions

• Question 4
• Uncle Ned is a moderate smoker.
• How many cigarettes a day does he smoke?

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Questions

• Question 5
• Although this friend of mine is not wealthy, he
  earns a comfortable living.
• How much does he/she make a year?

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Discussion Questions

• Why were the answers to each of the questions
  different?
• What are other areas we might have different
  perceptions about?

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The 3 Parts of Communication

• Verbal
• Vocal
• Visual

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Verbal Communication Understanding

• 7 Ability to understand comes from the
  particular words you say.

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Vocal Communication Understanding

• 38 Ability to understand comes from the way you
  say the words or excitement in your voice.

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Vocal Examples

• Monotone and flat
• Slow Speed and Low Pitch
• High Pitched and Empathic

• Im bored and not interested in what you are
  saying.
• Im depressed and want to be left alone.
• Im enthusiastic about the subject.

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Vocal Examples

• Abrupt Speed and Very Loud
• High Pitched and Slow Speed

• Im angry and not open to input.
• I dont believe what Im hearing.

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Picture Your way to Effective Communication

• Pitch

• High or low speech experts say low is desirable
  because it projects and is more pleasant to the
  employee.

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Picture Your way to Effective Communication

• Pitch
• Inflection

• Avoid speaking in a monotone use feelings to
  express an idea or mood. Emphasize key words.

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Picture Your way to Effective Communication

• Pitch
• Inflection
• Courtesy

• Your employees expect it.

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Picture Your way to Effective Communication

• Pitch
• Inflection
• Courtesy
• Tone

• Its not what you say, but how you say it. Your
  voice can reflect sincerity, interest,
  understanding, and sarcasm.

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Picture Your way to Effective Communication

• Pitch
• Inflection
• Courtesy
• Tone
• Understanding

• Adjust your language to your employee, no codes,
  no jargon.

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Picture Your way to Effective Communication

• Pitch
• Inflection
• Courtesy
• Tone
• Understanding
• Rate

• The basic rate is 120 words per minute.

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Test Your Rate

• 120 Words per Minute?!

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Picture Your way to Effective Communication

• Pitch
• Inflection
• Courtesy
• Tone
• Understanding
• Rate
• Enunciation

• Speak clearly to avoid repetition,
  misunderstanding.

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Visual Communication Elements

• Posture
• You communicate numerous messages by the way you
  talk and move. Standing erect and leaning forward
  communicates to listeners that you are
  approachable, receptive and friendly.
  Interpersonal closeness results when you and the
  listener face each other. Speaking with your back
  turned or looking at the floor or ceiling should
  be avoided as it communicates disinterest.

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Visual Communication Elements

• Hand Gestures
• If you fail to gesture while speaking you may be
  perceived as boring and stiff. A lively speaking
  style captures the listener's attention, makes
  the conversation more interesting, and
  facilitates understanding.

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Visual Communication Elements

• Facial Expressions
• Smiling is a powerful cue that transmits
  happiness, friendliness, warmth, and liking. So,
  if you smile frequently you will be perceived as
  more likable, friendly, warm and approachable.
  Smiling is often contagious and people will react
  favorably. They will be more comfortable around
  you and will want to listen more.

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Visual Communication Elements

• Eye Contact
• This helps to regulate the flow of communication.
  It signals interest in others and increases the
  speaker's credibility. People who make eye
  contact open the flow of communication and convey
  interest, concern, warmth, and credibility.

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Visual Communication Elements

• Space
• Cultural norms dictate a comfortable distance for
  interaction with others. You should look for
  signals of discomfort caused by invading the
  other person's space. Some of these are rocking,
  leg swinging, tapping, and gaze aversion.

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Supervising and Communication

• Break
• Review Communication Styles and identify your
  preferred style

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Communication Supervision

• A Supervisors Responsibility in Communicating
• A Supervisors Obstacles to Effective
  Communication

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Communicating with Different Styles

• Recognize how the other person communicates.
• What they SAY.
• What they DO.
• What they WRITE.
• What they ASK.

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Partners Communication Style

• What is your partners communication style?
• Why?

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Tips for Communicating Style -2 - Style
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Interpersonal Communication
Welcome Back!
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Todays Agenda

• Homework Review
• Listening
• Providing Feedback

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Being a Supervisor

• Shifts in behavior
• Doing the work
• Assuring others get the work done

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Homework Miscommunication Exercise

• What was your Communication Issue?
• What is your dominant communication style?
• How did you determine your employees
  communication style?
• What is your action plan?
• Results seen after implementing?

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Listening 101

• Think of a time when you believe you have not
  been heard .
• Wh

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Listening 101

• What is the difference between hearing and
  listening?
• Hearing is simply the act of perceiving sound by
  the ear. If you are not hearing-impaired, hearing
  simply happens.
• Listening, however, is something you consciously
  choose to do. Listening requires concentration so
  that your brain processes meaning from words and
  sentences. Listening leads to learning

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Why You Need Good Listening Skills ...

• Good Listening skills make workers more
  productive. The ability to listen carefully will
  allow you to
• Better understand assignments and what is
  expected of you
• Build rapport with co-workers, bosses and clients

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Why You Need Good Listening Skills ...

• Good Listening skills make workers more
  productive. The ability to listen carefully will
  allow you to
• Show support
• Work better in a team-based environment
• Resolve problems with customers, co-workers, and
  bosses

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Why You Need Good Listening Skills ...

• Good Listening skills make workers more
  productive. The ability to listen carefully will
  allow you to
• Answer questions
• Find underlying meanings in what others say

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Listening Assessment

• Page 18
• Evaluate your current listening skills
• 15-Minute Break

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What are the Barriers to Listening at Sutter
Connect?
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Typical Listening Barriers

• Bias or prejudice
• Language differences or accents
• Noise
• Worry or Fear, or anger, and
• Lack of attention span

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Additional Listening Barriers

• Making up your mind in advance that the subject
  is uninteresting or unimportant
• Focusing on a speakers looks and delivery
  instead of on what he/she is saying
• Paying only partial attention to what someone is
  saying because you are busy thinking about what
  you are going to say next.

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Additional Listening Barriers

• Not paying attention to details
• Not distinguishing major points from supporting
  examples
• Day-dreaming or allowing your attention to wander

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Listening is Good for Business

• Morale is improved and job commitment is
  increased.
• When people are committed to their jobs they tend
  to focus more on the opportunities , not problems
  or limitations
• To be successful in todays competitive business
  environment, employees need to say focused on
  opportunities.

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Listening is Good for Business

• Would you agree that many errors in business
  occur because of poor listening?
• Do you think it is possible that each employee
  within your organization could make a 5 error
  each week due to poor listening?

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Listening is Good for Business

• Total of employees
• Xs
• 5 per week for poor listening
• Xs
• 52 weeks in a year

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Listening is Good for Business

• Total of employees
• Xs
• 5 per day for poor listening
• Xs
• 5 days per week
• Xs
• 52 weeks in a year

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Listening is Good for Business

• All communications are received,
• But 70 to 90 are screened out or changed by the
  receiver.

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Listening is Affected by

• Selective Attention
• We decide on what we FOCUS on, or
• What we give our ATTENTION.

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Listening is Affected by

• Selective Interpretation
• We place our own PERSONAL meaning on what a
  person is saying.

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SIBAXNLAETNATESRS
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SIBAXNLAETNATESRS

• SIBAXNLAETNATESRS

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Listening is Affected by

• Selective Retention
• We make conscious and unconscious decisions on
  which incoming sounds to invest our concentration
  energy (attention)
• We put our spin to the message
• We make decisions as to whether there are pieces
  of this information we need to keep and for how
  long such as

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Listening is Affected by

• Selective Retention
• STORY RE The bus driver from the Park Lane
  Elementary School

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Information Sharing

• 2 Lines
• One person facing another
• One person will provide information and the other
  person will listen
• The other person will provide information and the
  other person will listen
• Switch

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Crossword Puzzle

• Complete crossword puzzle
• Break
• Complete puzzle break in 15 minutes

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Crossword Puzzle

• Puzzle answers
• How did you do?
• This exercise was designed to reinforce what was
  taught last week,
• And, to gauge your ability to listen again to
  this information and retain it.

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Active Listening

• Active listening is a structured form of
  listening and responding that focuses the
  attention on the speaker.
• The listener must take care to attend to the
  speaker fully, and then repeats, in the
  listeners own words, what he or she thinks the
  speaker has said.
• The listener does not have to agree with the
  speaker--he or she must simply state what they
  think the speaker said. This enables the speaker
  to find out whether the listener really
  understood. If the listener did not, the speaker
  can explain some more.

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Demonstrate Active Listening

• Eye Contact
• Verbal Responses
• Asking Relevant Questions
• Posture
• Gestures, nods
• Future actions
• Feelings of being valued, heard, cared for.

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Active Listening Page 19

• Check for Understanding
• Check for Accuracy
• Check Feelings
• Summarize

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Taking the Day Off 10 Minutes

• Pairs
• Participant 1 will listen to Participant 2
• Show interest in what the other person is saying
• Ask questions to clarify what you have heard
• Let the other person know what you understand
• DO NOT TAKE NOTES!

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Taking the Day Off 10 Minutes

• Participant 2 will be taking the day off and
  will need to explain to the other participant
  exactly what he/she will need to do to complete
  that persons job in his/her absence.

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Taking the Day Off

• SPEAKERS
• How well did you feel you were being listened to?
• What were the indications?
• LISTENERS
• Do you feel you were listening differently than
  you normally do?

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FYI

• After Listening to a 10 minute presentation the
  average person understands and remembers only
  half of what was said
• 2 days later only ¼ is remembered!

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Providing Feedback Page 21

• Why am I giving this Feedback?
• EPM
• Empathize
• Pinpoint problems
• Move forward

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Giving Feedback

• Verbal modifiers to consider page 23
• Red Flag Phrases page 24

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Providing Feedback Page 22

• Feedback Practice w/partner
• Scenario 1
• Scenario 2 (partner 1)
• Scenario 3 (partner 2)

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Performance-Based Coaching

• Observations of present job performance
• What is the desired job performance?
• What is missing
• How can desired job performance be met?
• Create a plan to meet desired job performance
• Be specific!

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Review Exercise Page 25

• Easel Pad
• What are the key training objectives the group
  should know?
• One piece of advice to be successful communicator
• One mistake you wouldnt want to repeat?

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Homework

• Provide Feedback
• Coach performance