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Communication

Communication. Definition. Exchange of information by two or more parties through a medium of transmittal such as writing, speaking, or signaling. How It Works. Noise!. … or doesn’t work. Three Types. Verbal: expressed in spoken or written language

akeem-mooney
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Communication

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  1. Communication

  2. Definition Exchange of information by two or more parties through a medium of transmittal such as writing, speaking, or signaling

  3. How It Works Noise! … or doesn’t work

  4. Three Types • Verbal:expressed in spoken or written language • Non-verbal: does not rely on the written or spoken word • Virtual • Synchronous • takes place in real time, simultaneous • Asynchronous • takes place at different times Grrr…

  5. THE KEY TO EFFECTIVE COMUNICATION

  6. Active Listening

  7. ACTIVE LISTENERS • Maintain eye contact • Are patient • Focus on the topic • Have an open mind • Do not argue mentally • Tune out distractions • Lean forward and sit up straight

  8. PASSIVE LISTENERS • Slouch or lean back • Look around • Get frustrated easily • Get angry at the speaker • Daydream • Prejudge • Argue mentally

  9. Interference • Selective Listening • The listener filters the message through a narrow set of expectations • Semantics • Meaning can change with the frame of reference • May create a barrier to listening

  10. Favorite Quote about Listening “I know that you believe you understand what you think I said, but I'm not sure you realize that what you heard is not what I meant.” (attributed to Robert McCloskey, U.S. State Department spokesman, by Marvin Kalb, CBS reporter, in TV Guide, 3/31/84, citing an unspecified press briefing during the Vietnam War)

  11. To Listen Effectively • Get your mind on the subject • Collect your thoughts, review, prepare and show up • Anticipate • Think ahead about where the talk is headed • Recognize key ideas • Listen for specific themes and main ideas

  12. To Listen Effectively • Be an aggressive and active listener • Engage with the speaker • Listen critically • Approach subjects with an open mind • Consider different viewpoints and ideas • You never know what you may learn • Don’t value wit and charm over wisdom • Personality and humor are pluses, but do not substitute for content value

  13. Core Listening Skills • Evaluate the content, not the delivery • Leave your emotions at the door • Listen for what is not said • Eliminate distractions • Listen for major ideas • Listen for key words • Keep an open mind • Stop talking

  14. Find Out More! • ITT Tech Virtual Library • Self-Assessment Library: Working with Others Communication Skills “How good are my listening skills?” self-assessment

  15. Difficult Conversations • Require trust • Safety • Respect • Acknowledgement • Require mutual interest • Common ground • Win-win

  16. To create a safe space • Note when others withdraw or attack • Both are responses to threat • Note how you feel in response to others • What makes you feel at risk? • Note the effect you are having on others • Diminish threat

  17. To create a safe space • Show respect for others Recognize your own challenges, weaknesses, or errors • Consider other points of view with an open mind Check that you understand clearly • Look for common interests and mutual benefits

  18. To build trust Acknowledge feelings • Never pretend they don’t show • If you ignore your own emotional response or that of another, you damage trust

  19. To build trust Accept criticism • Evaluate its merit • Choose to • ignore it • follow it • or to take issue with it

  20. Techniques Avoid generalizations: • Always • Never

  21. Techniques Avoid characterization: • You are…

  22. Avoid “You” Statements Use “I” Statements • You are always late • You never do your share • You messed up the presentation • You’re a liar • You don’t have a clue • I feel stressed when you get here 20 minutes after the time we agreed to meet • I was worried about our group grade when everyone else did four slides and you only did one • I felt hurt and angry when you blamed me for the error Techniques

  23. Quiz! Which statement on the right is NOT really an “I” statement? • I feel stupid when I ask you to explain what you mean and you just roll your eyes and don’t answer me • I feel disrespected when you call me pipsqueak • I feel that you are an idiot

  24. Quiz! Which statement on the right is NOT really an “I” statement? • I feel stupid when I ask you to explain what you mean and you just roll your eyes and don’t answer me • I feel disrespected when you call me pipsqueak • I feel that you are an idiot False “I” statements are just disguised “You” statements and do the same damage

  25. Peer Review Giving feedback • Ask before offering • Be mindful of environment • Be specific • Identify strengths, not just what is wrong • Give suggestions for improvement and helpful references to course content

  26. Peer Review Receiving feedback • Let peers know if the timing or location doesn’t work for you • Assume all have your best interest at heart • Be open to input and non-defensive • Ask questions if you are unclear • Ask how you could have done things differently

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