Transcript Module 12

Module 12
Communication
Module 12
• What is communication and when is it
effective?
• What are the major barriers to effective
communication?
• How can we improve communication with
people at work?
12.1
Effective Communication
• Communication is a process of sending
and receiving messages with meanings
• Communication is effective when
understood by the receiver
• Communication is efficient when it is
delivered at a low cost to the sender
• Communication is persuasive when the
receiver acts as the sender intends.
EFFECTIVE COMMUNICATION
Communication Process
Communication
– Process of
sending and
receiving
messages
with
meanings
attached
Use e-mail,
voicemail,
text
messaging
Give and
receive
feedback
Work well in
teams
Write memos,
letters,
reports
Check Your
Communication
Skills
Give
persuasive
presentations
Network with
peers and
mentors
Conduct job
interviews
Run meetings,
contribute to
meetings
EFFECTIVE COMMUNICATION
Communication Process
EFFECTIVE COMMUNICATION
Communication Process
• Effective Communication
– Receiver must understand the sender’s
message
• Efficient Communication
– Communication occurs at minimum cost
EFFECTIVE COMMUNICATION
Communication Process
• Persuasive communication
– Convincing others to accept, support and act
on the message
• Credible communication
– Earns trust, respect and integrity
12.2
Communication Barriers
• Poor use of communication channels makes
it hard to communicate effectively
• Poor written or oral expression makes it hard
to communicate effectively
• Failure to spot nonverbal signals makes it
hard to communicate effectively
• Physical distractions make it hard to
communicate effectively
• Status differences make it hard to
communicate effectively.
COMMUNICATION BARRIERS
Communication Channels
• Communication channels
– Medium used to carry message
• Channel richness
– Ability of the channel to convey meaning
COMMUNICATION BARRIERS
Communication Channels
• Poor use makes effective communication
difficult
• Noise interferes with the
communication process
COMMUNICATION BARRIERS
Communication Channels
• Poor written or oral expression makes it
hard to communicate effectively
COMMUNICATION BARRIERS
Communication Channels
• Nonverbal communication
– Gestures, expressions, posture and
interpersonal space
– Mixed messages
COMMUNICATION BARRIERS
Communication Channels
• Physical distractions
– Plan message to minimize distractions and
interruptions
COMMUNICATION BARRIERS
Communication Channels
• Status differences
– Filtering distorts information to make it more
favorable to recipient
12.3
Improving Communication
• Active listening helps people say what they
really mean
• Constructive feedback is specific, timely and
relevant
• Open communication channels build trust
and improve upward communication
• Appropriate use of technology can facilitate
more and better communication
• Sensitivity and etiquette can improve crosscultural communication
IMPROVING COMMUNICATION
Listening
• Active listening
– Taking action to help someone else say what
they really mean
IMPROVING COMMUNICATION
Listening
Listen for message
content
Listen for feelings
Rules for better
listening
Respond to
feelings
Note all cues
Paraphrase and
restate
IMPROVING COMMUNICATION
Feedback
• Constructive feedback
Specific
• Be precise, use good, clear, and recent
examples to make your points.
Timely
• Choose a time when the receiver
seems most willing or able to accept it.
Valid
Small doses
• Limit feedback to things the receiver
can do something about.
• Never give more than the receiver can
handle at one time.
IMPROVING COMMUNICATION
Open Communication
• Open channels build trust and improve
upward communication
– Management by Wandering Around (MBWA)
– Open office hours
– Employee group
meetings
IMPROVING COMMUNICATION
Physical Setting
• Work spaces designed to encourage
interaction and communication
– Proxemics
IMPROVING COMMUNICATION
Technology
• Technology can facilitate more and better
communication
– E-mail
– Text
– Social networking
IMPROVING COMMUNICATION
Technology
• Electronic grapevine
– Transmit information around informal
networks inside and outside the organization
IMPROVING COMMUNICATION
Cross-Cultural Communication
• Ethnocentrism
– Consider one’s own culture to be superior
• Cultural etiquette
– Appropriate manners and behavior when
communicating with people from other
cultures
Module 12 Case
• Facebook – Communicating the
Web 2.0 way