Effective Communication

300

Messages sent

Messages we intend to send

Our reaction to the

meaning and interpretation

Our interpretation

of received messages

Our response to the

messages

Effective Communication or is it?

50%

Hear

Believe

Remember

Understand

Effective Communication

What makes communication effective?

Aristotle (IV century BC ’Rhetoric’):

'In making a speech one must study three points:first, the means of producing persuasion; second, the style, or language, to be used; third, the proper arrangement of the various parts of the speech.'

What makes communication effective?

Stephen Toulmin (1958):Effective communication is about communicator’s ability to construct a persuasive argument (Claim-Data-Warrant model)

What makes communication effective?

Paul Grice (1975): We should understand how we infer (form opinion about) unstated meanings in conversation. (Grice’s Cooperation Principle)

What makes communication effective?

Mary Munter (1992): Effective communicator carefully considers 5 variables that constitute communication: communicator, audience, message, channel, cultural context

What makes communication effective?

Rogers and Hildebrandt (1993): we should understand the values significant for diffirent communication contexts :informational, trasnformational, relational, promotional. (Competing Values Framework)

Effective Communication: understand your communication style

• Theory: Interpersonal Attitude Instrument posits that each of us has a default communication style

• These are not better or worse – just different

Communication Styles

Analyst – Data Focus Producer – Results Focus

Innovator – Creative Focus Diplomat – People Focus

Two PerspectivesPositive Negative

Analyst Industrious, Realistic, Problem Solver

Critical, Picky, ”in the weeds”

Innovator Imaginative, Visionary, Intuitive

”out of touch with reality”

Producer Organized, Planned, Reliable

Rigid, ”stuck in the rut”

Diplomat Supportive, Team Player Pliable, ”no backbone”

Active Listening: vital skill

Saves time Helps speakers clarify what they are sayingMakes speakers feel heardReduces emotions that block clear thinking

How to become an active listener?

• Step # 1. Acknowledge the

thoughts,ideas or feelings of theother person

nods ”uh-huhs” comments that indicate

you recognize the validity of the speaker’s feelings

How to become an active listener?

• Step # 2.Say it in different words

Paraphrase (repeat what the speaker is saying in your own words, without adding anything extra)

How to become an active listener?

• Step # 3.Ask open-ended

questions.

Ask relevant, open-endedquestions beginning with What How Please explain describe

How to become an active listener?

• Step # 4. Summarize and clarify

Pull together what you have heard.

Make sure you understand the speaker’s intent. Ask to clarify.

Example: You mentioned we have got some difficulties with delivery. What might be other options?

How to become an active listener?

• Step # 5.Give an opinion.

Give an opinion with caution.

Ask whether the speaker is willing or wants to hear your opinion

Don’t give your opinion if the speaker declines.