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Supervisor as Communicator rev. October 2009 Objectives 1. Define communication. 2. Define the phrase “frame of reference” and tell why it is important to effective communication. 3. Identify the three critical elements in successful communication. Objectives 4. Define “outcome centered communication” and explain why it is important. 5. Cite the dimensions of communication according to Cottrell and Harvey, explain each, and tell why it is important. 6. Cite the requirements for effective positive feedback. Objectives 7) Describe how to give constructive feedback 8) Explain why you must be alert to your non verbal and para verbal communication. 9) Describe how to listen “The art of communication is the language of leadership.” James Humes Presidential speechwriter, trial lawyer and legislator Why a Module on Communication? • A critical process • A cause of frustration • To provide a healthy environment EXERCISE Drop me a line. Definition The process of sharing an idea or information with someone in a fashion that generates understanding. Definition The process of sharing an idea or information with someone in a fashion that generates understanding. TRANSMISSION (The Message) The The Sender The Medium Receiver (Frame of reference, (Decoder) (Encoder) rules, noise) FEEDBACK (The Reaction) What do we mean by “noise?” Two Common Sources • Frame of Reference Issues • Activity Centered vs. Outcome Centered Frame of Reference The cognitive and emotional viewpoint from which an individual perceives and interprets reality. Common Issues • Cultural • Personal • Situational Activity Centered vs. Outcome Centered Communication Activity centered: How message is delivered Outcome centered: What is it I want the receiver(s) to think, feel, and do? How Do You Determine if Someone Understands What You’ve Said? Three Critical Components • A clearly stated message • A common frame of reference • A two-way exchange (feedback) Questions? The Four Dimensions of Communication (From Cottrell and Havey) • Building Trust • Sharing Knowledge • Providing Feedback • Walking the Talk Building Trust Trust is the core of effective supervisoryemployee communication. How can you build trust? Sharing Knowledge What knowledge needs to be shared? Provide Feedback • Employees need to know exactly what is required of them. • Employees need to know how they are doing. Characteristics of Effective Positive Feedback • Sincere • Quick • Specific • Often Characteristics of Constructive Feedback for Problem Behavior / Performance • • • • • • Descriptive Specific Focused on the facts Focused on needs of sender AND receiver Directed toward an issue which receiver CAN change Well timed Walk the Talk • • Be a role model • Questions? Remember that everything you do counts . . . Non Verbal and Para verbal Communication • Over 70 % of the message • Non verbal is believed. Listeningills • Hearing vs. Listening • Listen with your whole body. • Engage in all four levels as appropriate. Summary & Closure • Frame of reference issues • Outcome centered communication • The three critical elements • The four dimensions • Consistency between verbal and non verbal • Listening Resources • Training - SkillSoft and HRS Training • BPPM and WAC’s • A/P Handbook and Faculty Manual • Center for Human Rights • Human Resource Services Managers Toolkit – www.hrs.wsu.edu Questions can be directed to HRS at 335-4521, or [email protected]