COMMUNICATING EFFECTIVELY

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COMMUNICATING EFFECTIVELY

• CHAPTER 11

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Communication Facts

• Words mean different things to different people
• The sending of a message is no indication of
  successful communication
• accuracy is lost through transmission and
  translation

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What is Communication?

• The transference and understanding of meaning.
• Does it require agreement?

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METHODS OF COMMUNICATION

• Formal
• Informal

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Formal

• addresses task-related issues
• follow the organizations authority chain
• can be in any form
• Informal
• moves in any direction
• skips authority levels
• may be more socially satisfying than
  organizationally (goals)

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How Do You Communicate Orally?

• One-on-one
• speeches to crew (department)
• group sessions (brainstorming, problem-solving)
• phone conversations

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Advantages to Oral Communication

• fast
• can be enhanced by nonverbal cues
• more personal
• can build trust

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Women versus Men communication

• Men Are From Mars, Women Are From Venus Dr.
  John Gray
• Men
• Emphasize status, independence, and control to
  solve the problem
• Women
• Create connections and intimacy, using the
  problem as a means to promote closeness

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What they think

• Men
• think women complain too much
• Women
• think men dont listen

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WHY DO YOU USE WRITTEN COMMUNICATION?

• When documentation is needed.
• Official
• long-term implications
• change intro
• performance review
• reports

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• Good
• reliable paper trail
• reduces ambiguity
• Bad
• obsessive
• it may seem too formal

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IS ELECTRONIC COMMUNICATION MORE EFFICIENT?

• Electronic communications media
• lots of options
• Is it all good?

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HOW DOES NONVERBAL COMMUNICATION AFFECT YOUR
COMMUNICATIONS?

• Body language
• can account for 55 of how a message is
  interpreted
• Verbal intonation
• the emphasis given to words or phrases
• 38 of how a message is interpreted
• Only leaves a whopping 7 for the actual words
  spoken

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WHAT IS THE GRAPEVINE?

• Informal communications
• Active in most organizations
• lots of information is transferred
• about 75 accurate

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BARRIERS TO EFFECTIVE COMMUNICATION

• Language
• Listening habits
• Lack of Feedback
• Perception

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BARRIERS TO EFFECTIVE COMMUNICATION (cont)

• Role requirements
• Preferred information medium
• Lack of honesty
• Emotions

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HOW CAN YOU IMPROVE YOUR COMMUNIATION
EFFECTIVENESS?

• Think first!
• Constrain emotions
• Learn to listen
• Tailor language to the receiver
• Match words and actions
• Utilize feedback (verbal or nonverbal).
• Participate in assertiveness training.

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ACTIVE LISTENING

• Intensity
• concentrate on what the speaker is saying
• Empathy
• put yourself in the speakers shoes
• Acceptance
• listen objectively without judging
• Taking responsibility for completeness
• make sure you get all that needs to be said

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HOW CAN YOU DEVELOP EFFECTIVE LISTENING SKILLS?

• Be motivated.
• Make eye contact.
• Show interest.
• Avoid distracting actions.
• Show empathy.
• Take in the whole picture.
• Ask questions.

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EFFECTIVE LISTENING SKILLS CONT.

• Paraphrase.
• Dont interrupt.
• Integrate whats being said.
• Dont overtalk.
• Confront your biases.
• Make smooth transitions between speaker
  listener.
• Be natural

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THE IMPORTANCE OF FEEDBACK SKILLS

• Positive feedback.
• Negative feedback.

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HOW DO YOU GIVE EFFECTIVE FEEDBACK?

• Focus on specific behaviors.
• Keep feedback impersonal.
• Keep feedback goal oriented.
• Ensure understanding.
• Direct negative feedback toward behavior that
  receiver can control

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MAKING CONFRONTATIONS

• Genuine concern
• Rely on an outside observer only if a conflict
  develops.
• Quietly
• Dont compare the persons behavior with anyone
  elses.
• As soon as you can.

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MAKING CONFRONTATIONS CONT.

• Dont repeat a point.
• Dont put the other person down.
• Object only to actions that the other person can
  change.
• One issue at a time
• Dont apologize for it.
• Dont soft soap

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MAKING CONFRONTATIONS CONT

• Dont use sarcasm.
• Avoid words like always and never.
• Remain silent
• Eye Contact
• Under no condition find fault
• Dont create impression other is offending you.

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MAKING CONFRONTATIONS CONT

• Dont exaggerate the confrontation
• Dont use negative jokes
• Dont change the subject