Effective Communication

1. Effective Communication

2. Session outcomes • Analyse effective communication strategies and the role it plays in conveying the overall vision, mission and strategy • Assess the effectiveness of their own communication within their organisation • Understand feedback and apply to their own leadership behaviours

3. When do you communicate?

6. Inform or communicate? Informing is not communicating! Informing involves the transmission of a message Communicating involves an exchange New technology doesn't always improve communication as it often doesn't promote an exchange The importance of the human factor

7. An order in China.

8. The problem?

9. At what time?

10. The problem?

11. Oliver’s delay

12. The problem?

13. Obstacles to communication From the speaker’s point of view.... • The language used • Verbal / non-verbal divergence • Difficulty in translating thoughts to words

14. Obstacles to communication From the listener’s point of view – a failure to listen • Distracted by something else • Generally not listening • Doing several other things at once

15. + - The policeman is looking though a a telescope = ?

16. Obstacles to communication From the listener’s point of view – inference • When the listener puts 2 + 2 together but comes up with 5 • The listener adds own information to the message

17. A quiz.....

18. Our estimates.....

19. Frame of reference • Education • Culture • Environment • Previous experiences

20. Key points;

21. Claire’s solution.

22. How would you answer Claire?

23. Key ways to communicate effectively; Feedback The listener gives verbal and / or non verbal Feedback Ensure the information received is the same as information sent

24. Michael’s arrival

25. Key ways to communicate effectively; Express your feelings • Wear a clear expression • Avoid other people interpreting your attitude incorrectly • Establish a climate of trust

26. Verbal and non-verbal • Your attitude must be consistent with your words • A gesture can be as explicit as a sentence • It is difficult to cheat with the non-verbal as actions speak louder than words

27. Key points • Ensure information sent matches information received • Express verbally what you are feeling • Ensure consistency between non-verbal and verbal communication

28. The 7 C’s of communication? • Clear. • Concise. • Concrete. • Correct. • Coherent. • Complete. • Courteous.