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Chapter 12 Communicating Effectively

• Good communications and their importance

• Obstacles to good communication

• Listening• Directing people at work• Business• Meetings

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Good Communicationsand Their Importance

Communications is a term that sums up the the sending and receiving of messages. It may take many forms.

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Types of Communications

• Interpersonal communication

• Organizational communication

• Two-way or open communication

• Interviewing communication

• Small group communication

• Mass communication

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The Communication Process

Thinksmeaning of

message

Expresses meaning inwords or symbols

TransmitsMessage

Receives Message

Sender

Translateswords or symbols

Understandsand

accepts meaning

Receiver

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The Importance of Communication

• The major function of a manager is to send messages.

• Poor communication = problems.

• The most neglected communication skill is listening (receiving).

• A manager must listen to employees, as well as customers.

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Obstacles to Good Communication

• How Communicators Affect the Message

• How Symbols Can Obscure the Meaning

• Problems in Sending the Message

• Problems in Receiving the Message

• Removing Obstacles to Communication

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Ways Communicators Affect the Message

• Differences in background, education, past experiences, and intelligence.

• Differences in attitude, opinions, and values.

• Prejudices.

• Differences in perception.

• Assumptions and expectations.

• Emotions.

• Trust/Distrust.

• Verbal,listening, and reading skills.

• Hearing ability.

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How Symbols Can Obscure

the Meaning • Symbols can be words,

pictures, or body language.• Words are often

misinterpreted due to vagueness and language barriers.

• Body language or facial expressions may not match the speakers words.

I want to goHOME!!

Sure I’ll work overtime!

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Problems in Sending the Message• Bad timing• Not having receivers

attention• Message is sent to the

wrong person• Message sent with

wrong means• Forgot to send message

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Problems in ReceivingMessages

• Assumptions, attitudes, phrasing, etc. may obscure the meaning.

• Receiver is preoccupied or not interested.

• Message or delivery triggers a negative reaction.

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10 Ways to Remove CommunicationObstacles

1. Build a climate of trust.

2. Send your message clearly and explicitly, take into account receivers abilities.

3. Send your message at the best time and have the receivers attention.

4. Send your message to the right person(s).

5. Choose the best means to send your message.

6. Make sure the message is understood, accepted, and acted upon.

7. LISTEN.

8. Be objective.

9. Avoid slang.

10. Never communicate angry.

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Listening: Paying complete attention to what people

have to say and hearing them out. Benefits of good listening:

• Solving problems, relieving tension

• Getting the workers point of view

• Building a positive work climate

• Establishing good relationships

How?

• Active Listening

• Undivided attention

• Hear the person out

• Look for the real message

• Keep emotion out of it

• Maintain your role

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Bad Listening Practices

• Going off on tangents

• Reacting emotionally

• Cutting the speaker off

• Distractions

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Directing People at Work: assigning tasks, giving instructions, telling people how to do things, guiding

and controlling performance. • Send a clear message: explicit,

specific, and complete.• Get your message accepted: build

trust, get the interest of the receiver, make sure the message is reasonable.

• Make a positive impact. Put yourself on the employees level, talk to them person to person.

• Follow the steps for giving instructions.

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Steps for Giving InstructionsStep 1: Plan what your going

to say, to whom, when, and where.

Step 2: Establish a climate of acceptance.

Step 3:Delivery instructions calmly and confidently.

Step 4: Verify understanding.

Step 5: Follow up: observe, check, assist, and evaluate your instructions.

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Communication Zones: zones of comfortable communication

• Personal space: 2-3 ft.

• Social distance: 4-7 ft.

• Public distance:7-25 ft.

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Business Writing: Common Pitfalls

• Too long, too wordy• Too vague• Too much jargon• Poorly organized• Purpose not clear• Sloppy: misspelling,

incorrect grammar• Too negative• Indirect

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Tips for Better Business Writing

• Pay attention to who the reader will be, write from their perspective.

• Organize your thoughts.

• Use simple words.

• Get to the point quickly.

• Be positive.

• Be natural, write as if you were talking.

• Write clearly.

• Show benefits.

• Keep it short.

• Always check your document for mistakes.

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Meetings: Make them effective.

• Be prepared: use an agenda.• Start on time: review agenda.• Summarize and move on.• Keep discussion focused.• Keep meeting minutes.• Have some rules of order.• Handle differences of opinion

with respect.