Transcript communication - 2007-2008 Academy Freshman PACE

COMMUNICATION
PACE Series on Workplace Ethics
The Academy of Irving ISD
Communication
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Effective listening
Good communications skills
Being friendly
“We read, write, speak,
listen, and think in words.
The words we know touch
everything we do.
Increase your learning
power by discovering new
words.”
2004
Select Agendas, 2004
Communication
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Based on something that conveys
meaning: the message
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verbal (spoken or written)
nonverbal (body language, physical
appearance, or vocal tone)
context—or place and time—of the
communication
 makes a big impact on how it will
be received
Communication
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Sender’s worst assumption …
message received as intended
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Assume that something will go wrong
Take steps to prevent that occurrence
Barriers to good communications
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Always present
Language itself can be a barrier—
unclear wording, slang, jargon, the tone
Failure of the sender to realize that his
or her body language might contradict
the spoken message
Channel used to convey the message
might be wrong
Poor listening skills
Communication
Non-Verbal
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People telegraph intentions and
feelings whether aware of it or not
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Unintentional senders
Whatever goes on inside shows outside
Conveyed messages go far beyond
words spoken
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Tone of voice
Body language
Comes particularly from the face, eyes,
body, clothing, gestures, and touch
Communication
Non-Verbal
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Be careful to interpret signals
correctly
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Crossed arms might be expressing
defiance, but might also just be feeling
cold
Check out facial expressions and other
nonverbal signs to determine correct
reading
Depend on reading of facial
expressions to judge feelings
Depend on face as most trustworthy
indicator of emotions such as
happiness, surprise, fear, anger, joy,
sadness, disgust, contempt, interest,
concern, and embarrassment
Communication
Non-Verbal
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Eyes convey much meaning
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eye contact—or a lack of it—might tell
about person’s confidence, friendliness,
honesty, or desire to dominate
narrowed eyes suggest anger, irritation,
or doubt
pupils signify interest or disinterest
pupils dilate when person is interested
or excited … grow smaller when person
is bored or uninterested
brow area and narrowing of eyes tell
receiver much
frowns, scowls, and raised eyebrows
indicate displeasure or intensity
Communication
Non-Verbal
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Body is another rich source of
nonverbal confirmation or denial
of our verbal message
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Draw conclusions about people
before words exchanged based on
sex, posture, height, weight, and
skin color
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People stereotype others by thinking
that tall people make good leaders,
overweight people are jolly, and women
are too emotional
Notice how senders of messages hold
their bodies
Communication
Non-Verbal
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Crossed arms a sign of
defensiveness, defiance, or
withdrawal
Hands on hips signal goal oriented
or ready and able to take something
on
Leaning back in chair with hands
clasped behind the head interpreted
as sign of superiority, smugness, or
authority
A slouched posture means
humiliation, defeat, or submission
Communication
Non-Verbal
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Method of shaking hands …
Bone-crushing grip seen as desire to
dominate
 Limp grasp sign of insecurity or
negative outlook on life
 Mechanical pumping up and down in
series of convulsive jerks suggests
mental rigidity, strong will, and
inflexibility
Be very careful with touching others at
work because of harassment issues
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Communication
Oral
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Successful communicators
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Full responsibility for success in
process
Take responsibility for ensuring what’s
heard is understood
Recognize barriers to good
communications exist
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Speak in simple, grammatical, and
understandable terms
Give examples, ask for feedback, rephrase,
and make it easy to get true intent of
communications
Communication
Listening
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Without proper listening,
communication does not occur
Effective listening is …
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Active participation in a conversation
Helps speaker become understood
Must hear and not assume what is
said
Communication
Listening
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Listeners …
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Passive listener …
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Active listener …
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Attentive
Does not assist speaker
Sit or stand alertly
Maintain eye contact with speaker
Concentrate on speaker’s words
Make verbal responses
Summarize parts for clarification
Difference in speed: speak vs. listen
… time lag in conversations
Communication
Listening
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Good listeners …
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Speaker’s mannerisms, accent,
dress or grooming, language style,
or delivery
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Do not daydream during lag
Use time to organize what is being said
and relate to message
Guards against distractions to message
Distracting if not tuned out
Avoid letting first impressions of
speaker hinder ability to hear message
Don’t interrupt to interject own
thoughts
Non-Verbal Communication
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Received through your tone of voice
Through your body language
Through your eye contact, facial
expression and
Even through the way your dress