Transcript mba601comm10-27-03

Fundamentals of
Communication
Learning Objectives
 To familiarize the learner with the importance of
communication in work environments
 To describe the process and important elements of
communication
 To differentiate between verbal and nonverbal
communication
 To introduce the learner to the barriers to effective
communication
 To emphasize the importance of active listening and
feedback in the communication process
Communication and Teams
“Communication is probably the single
most important factor for establishing
cohesion among team members. It is
vital to make sure that each team
member realizes how every other person
contributes to the task which the team
has to do.”
The Manager and Team
Communication
“A manager who respects the contribution
of each team member, regardless of their
formal organizational status, will be in a
better position to nurture task-oriented
group norms and a sense of pride in
membership of the team.”
What is Effective
Communication?
• Break into small groups and identify the
critical elements of effective
communication.
How has communication worked at
your organization in the past?
• What facilitators and barriers exist?
Four Erroneous Assumptions
about Communication
1. People assume we only communicate when we
choose to do so.
2. People assume all messages are verbal
messages.
3. People assume that words have intrinsic
meaning and are understood by all who use
them.
4. Senders assume that receivers are passive
receptacles of messages.
One-way versus Two-way
Communication
One-Way Communication
Characteristics of One-Way
Communication
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Large potential for misunderstandings
Minimum involvement
Mostly one-way and top-down
Little opportunity for discussions
Does not build relationships
Know this for the test!!
Two-Way Communication
Key Elements
Communication
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Image/Meaning
Encoding
Transmission (Senses)
Channel/Medium
Noise
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Reception
Decoding
Perception/Meaning
Encoding (Feedback)
Noise
Characteristics of Two-Way
Communication
• Greatly reduced potential for
misunderstandings
• Significant involvement by both parties
• Two-way discussion is welcomed
• Helps build working relationships
Communication Channels:
How “Rich” Are They?
•Face-to-face discussions
•Telephone conversations
Degree of Richness
High
•Informal letters/memos
•Electronic Mail (E-Mail)
•Formal written documents
•Formal numerical documents
Low
Verbal, Written and
Nonverbal communication
• Seven percent of meaning comes from
words used.
• Thirty-eight percent of meaning comes
from the tone and inflection of voice.
• Fifty-five percent of meaning comes from
physical behavior including face, eyes,
body, clothing, gestures and touch.
Situations for Using Oral versus
Written Communications (Or Both)
Oral-Most Effective
• Reprimanding employees
• Resolving work-centered disputes
Oral-Least Effective
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Communicating information about future action
Communicating information general in nature
Communicating a company directive or order
Communicating information about an important
company policy change
• Communicating with your immediate superior
about work problems
• Promoting a safety campaign
Written-Most Effective
• Communicating information requiring
future action
• Communicating information of a general
nature
Written-Least Effective
• Communicating information requiring
immediate action
• Commending an employee for noteworthy
performance
• Reprimanding and employee
• Settling work-related disputes
Oral, then Written Communication is
most effective when…
• Communication information requiring immediate action
• Communication of directives
• Communicating information about an important policy
change
• Communicating with your supervisor about a workrelated issue
• Promoting a safety campaign
• Commending an employee for noteworthy performance
Nonverbal Communication
• How much communication is nonverbal?
• 93 percent
• Three Major Emotions from Nonverbal
Cues…
• Like/Dislike
• Dominance
• Positive/Negative Reaction
• What are your favorite nonverbal cues?
Tips to Communicate
Better Nonverbally
• Note that nonverbal language conveys an “emotional”
message
• Listen to the speaker’s tone of voice, pacing and pauses
• Learn to read the speaker’s eyes, face, hands and body
position
• Recognize cultural differences
• Be alert to your own nonverbal messages
• Strive to make your verbal and nonverbal messages
consistent
Specific Barriers to
Communication...
• Interpersonal Barriers
• Personality Traits
• Low Cognitive Moral Development
• Perceptual Errors
• Communication Approach
• Noise
Specific Barriers to
Communication...
• Bypassing and Semantics
• Bypassing
• Semantics
• Language Routines
• Lying, Distortion and Filtering
• Cultural Barriers and Cultural Context
Are you a source of
communication breakdown?
Video: Communication:
The Power of Words
Results from your survey: Self Disclosure and Feedback
High
High Personal
Openness
High
Openness
Willingness
to Self
Disclose
Low
Low
Personal
Openness
Receptivity to Feedback
High
Listening
High
Principles of Effective
Listening
Active Listening and
Feedback
• The average person speaks at a rate of
approximately 150 words per minute but
listens at an average of 1000 words per
minute.
• Creates a gap to wonder off to….
• As much as 40 percent of the workday is
devoted to listening but tests show that
we listen at 25 percent efficiency.
Tips for Effective Listening
We should have a reason or
purpose for listening.
We should suspend
judgement, at least initially.
We should resist
distractions, such as noises,
sights, and other people, and
focus on the sender.
We should pause before
responding to the sender.
When the message is
emotional or unclear, we
should rephrase in our own
words the content and
feeling of what the sender
seems to be saying.
We should seek the sender's
important themes by
listening for the overall
content and feeling of the
message.
We should use the time
differential between our rate of
thought (400-500 words per
minute) and the rate of speech
(100-150 words per minute) to
reflect on content and search
for meaning.
Make eye contact. While we
listen with our ears, people
judge whether we're
listening by looking at our
eyes.
Exhibit affirmative head
nods and appropriate facial
expressions.
Ask questions. The critical
listener uses phrases like,
"What I hear you saying is ..." or
"Do you mean...?" This acts as
an excellent control device to
check if one is listening
carefully. It is also a control for
accuracy.
Avoid interrupting the
speaker. Let the speaker
complete his or her thought
before responding. Don't try
to guess where the
speaker's thoughts are
going.
Don't over talk!
Any Questions
Thank you for your
attention!!!