Transcript Transferring

INTERPERSONAL
COMMUNICATION
COMMUNICATION PROCESS
the transfer of information and
understanding from one person to another
Why?
81% of the manager’s day
Up to 14% of a typical workday is wasted
because of poor communication.
Survey of 200 Fortune 500 top executives:
Biggest reason managers fail is poor interpersonal
and communication skills
COMMUNICATION PROCESS
Transfer of information and understanding
Person A
Encodes Information
Person B
Senses
Decodes Information
COMMUNICATION PROCESS
Transferring and understanding of meaning
Medium
Person B
Person A
Senses
Decodes Information
Encodes Information
Medium
Email/Electronic Media Tradeoffs







 Bottom Line?
–
–
COMMUNICATION PROCESS
Transferring and understanding of meaning
Noise
Medium
Person B
Person A
Senses
Decodes Information
Encodes Information
Noise
Noise
Noise
Medium
COMMUNICATION BARRIERS
 Physical Barriers
 Semantics/Jargon
 Jargon: Terminology
specific to a particular
profession/group
 Personal Barriers
 ego, credibility, skill
 Emotions
COMMUNICATION BARRIERS
 Filtering
 Frame of reference
 Beliefs, values and
expectations influence
how we interpret meaning
 Poor listening
 Cultural and gender
differences
Cross Gender Communication
Women say 22-25,000 words a day
Men?
Direct vs. Indirect communication
Status/independence vs.
connection/intimacy
Consider greeting styles
Apologies, Praise
Cross Cultural Communication





Language
Physical Space
Greeting
Eye contact
Time
 Leisurely vs. impatient
 Task vs. Relationship
 Monochronic vs. Polychronic (also a gender a differences)
 Direct/Indirect
 High Context
OVERCOMING THE BARRIERS




Encourage feedback
Simplify Language
Genderflex
Avoid physical and
psychological interference
 Use face-to-face
communication
 Listen Actively
 Ask yourself:




What do I look like?
Sound like?
Say?
How well do I listen?
ACTIVE LISTENING IS...
...The MOST effective way to overcome the
barriers to effective communication.
...NOT hearing.
...ESSENTIAL to managerial success.
 40% of workday
 Survey of 300 personnel directors:
 Most important skill in becoming an effective manager
...a skill we typically do not perform well.
ACTIVE LISTENING
Make eye contact
Empathy
Suspend judgment
Ask questions
Paraphrase
Listen for themes/ideas
Resist distractions
Listen to what’s not said