COMMUNICATION

Focus on Listening

Definitions of Effective Communications Cognitive -

congruence between what is sent and what is received: shared meaning.

More Effective Communication Behavioral-

produces the desired response: achieves its purpose

Organizational the right people

receive the right info in a timely manner

COMMUNICATON IS MORE THAN JUST THE

MEDIA

Model of the Communication Process

Sender Receiver

Thinking PerceivingEncoding DecodingTransmitting Understanding

Feedback

The Process in ActionThinking: Purchasing manager says to herself, “I

think we’re getting short on Liederhosen.”Encoding: Writes an e-mail to assistant telling him

to get LiederhosenTransmitting: Sends e-mail

Perceiving: Assistant reads e-mail three days later.

Decoding: Checks dictionary to find out exactly what Leiderhosen is.

Understanding: Realizes that he needs to buy men’s traditional German leather shorts.

Examples of Barriers to effective communication

Use of emotionally charged words or politically incorrect terminology

Exclusive focus on content rather than context – ignoring:IntonationEmotionsNon-verbal

cuesDistrust or

credibility of sender Cover – Economist - October 4-10,

2003

Even More BarriersUnclear Messages

Jargon Inadequate Information Semantics Inappropriate Channel Richness

Listening: Filtering Selective Listening

Lack of feedback

Increasing Message Clarity

Use Multiple Channels Phone conversation followed up with an e-

mail. Team VTC followed by a personal meeting.

Be Complete and Specific Provide as much information as possible.

Message Clarity

Claim Ownership of Your Message State your point of view rather than making

generalizations (e.g. “Most people think that..’.)

Be Congruent Do what you say and make sure body language

and words say the same thing

Simplify Your Language “I have changed my mind” is almost as good as: “I

am experiencing a paradigm shift”

Not-so favorable recommendations

Extremely inept – “I most enthusiastically recommend this candidate with no qualifications whatsoever.”

Totally worthless – “I can assure you that no person wood be better for this job”.

Not-so-favorable continued

Not industrious – “In my opinion, you will be very fortunate to get this person to work for you.”

Not worthy of further consideration – “I would urge you to waste no time in making this candidate an offer of employment.”

Match the Medium to the Message

Channel Richness Type of Message Information Medium Richest Nonroutine

Ambiguous > Personal chat

>Telephone

>Personal e-mail

>Memos, Letters

>Fliers, Web Sites Leanest Routine, Electronic Bulletins

Clear

Increasing Communicator Credibility/Trust

ExpertiseMutual TrustReliabilityWarmth and FriendlinessPersonal Image / Confidence

How to Project Confidence with Your Words

Know exactly what you want Commitment to goal > better able to sell

ideaUse first person (“I”) if not part of team

Take credit for ideasMinimize appearance of uncertainty

If unsure of opinion, make broad but positive statements

Make bold statements about ideas.

Effective Listening

1. Make Eye Contact2. Exhibit Affirmative Head Nods and

Appropriate Facial Expressions3. Avoid Distracting Actions or

Gestures4. Ask Questions5. Paraphrase

More on Listening

6. Avoid Interrupting the Speaker7. Don’t talk while trying to listen8. Judge the message after it has

been delivered9. Listen for and respond to feelings10. Note all cues, verbal and non-

verbal

Stay away from emotionally charged words!Examples of Political correctness

Physically challenged instead of physically disabled or handicapped

Women in the Office instead of office girl

Undocumented workers instead of illegal aliens

Monocultural instead of white, honkey

Politically Correct

Senior instead of elderly or old codgerVertically challenged instead of short Indigenous peoples instead of Native

American or AustralianDifferently-sized people instead of fatsoVisually impaired instead of blindTemporarily insane instead of guilty

Communication Exercise Procedure

As individuals, fill out and score Listening Skills survey.

When done get into groups and select one observer

Everyone but the observer: Produce a list (by consensus ) of gender-based communication differences. Select a spokesperson to present your list. (20 minutes max.)

Observers On the sheet provided, record your observations

of the group Stop the group after 20 minutes if it has not

finished Using your supportive communication skills,

feedback your observations of listening skills to each individual. Group members (other than the focal person) may

contribute their observations. Focal person – listen.