Fundamentals of Communication

1. Fundamentals of Communication Jeff Hornsby, Ph.D., SPHR Ball State University Department of Management Muncie, Indiana 765.285.5306 Jhornsby@bsu.edu

2. 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

3. 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.”

4. 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.”

5. What is Effective Communication? • Break into small groups and identify the critical elements of effective communication.

6. Four Erroneous Assumptions about Communication • People assume we only communicate when we choose to do so. • People assume all messages are verbal messages. • People assume that words have intrinsic meaning and are understood by all who use them. • Senders assume that receivers are passive receptacles of messages.

7. One-way versus Two-way Communication

8. One-Way Communication

9. Characteristics of One-Way Communication • Large potential for misunderstandings • Minimum involvement • Mostly one-way and top-down • Little opportunity for discussions • Does not build relationships

10. Two-Way Communication

11. Image/Meaning Encoding Transmission (Senses) Channel/Medium Noise Reception Decoding Perception/Meaning Encoding (Feedback) Noise Key Elements Communication

12. Characteristics of Two-Way Communication • Greatly reduced potential for misunderstandings • Significant involvement by both parties • Two-way discussion is welcomed • Helps build working relationships

13. Communication Channels: How “Rich” Are They? • Face-to-face discussions • Telephone conversations • Informal letters/memos • Electronic Mail (E-Mail) • Formal written documents • Formal numerical documents Degree of Richness High Low

14. Verbal, Written and Nonverbal communication

15. Situations for Using Oral versus Written Communications (Or Both)

16. Oral-Most Effective • Reprimanding employees • Resolving work-centered disputes

17. Oral-Least Effective • 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

18. Written-Most Effective • Communicating information requiring future action • Communicating information of a general nature

19. Written-Least Effective • Communicating information requiring immediate action • Commending an employee for noteworthy performance • Reprimanding and employee • Settling work-related disputes

20. Oral, then Written Communication • Communication information requiring immediate action • Communication of directives • Communicating information about an important policy change • Communicating with your supervisor about a work-related issue • Promoting a safety campaign • Commending an employee for noteworthy performance

21. Nonverbal Communication • How much communication is nonverbal? • Three Major Emotions from Nonverbal Cues… • Like/Dislike • Dominance • Positive/Negative Reaction • What are your favorite nonverbal cues?

22. 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

23. Specific Barriers to Communication... • Interpersonal Barriers • Personality Traits • Low Cognitive Moral Development • Perceptual Errors • Communication Approach • Noise

24. Specific Barriers to Communication... • Bypassing and Semantics • Bypassing • Semantics • Language Routines • Lying, Distortion and Filtering • Cultural Barriers and Cultural Context

25. Are you a source of communication breakdown?

26. Video: Communication: The Power of Words

27. Self Disclosure and Feedback Optimal High Personal Openness High High Openness Willingness to Self Disclose Most Low Personal Openness High Listening Low High Receptivity to Feedback

28. Principles of Effective Listening

29. 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.

30. Tips for Effective Listening We should have a reason or purpose for listening.

31. We should suspend judgement, at least initially.

32. We should resist distractions, such as noises, sights, and other people, and focus on the sender.

33. We should pause before responding to the sender.

34. 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.

35. We should seek the sender's important themes by listening for the overall content and feeling of the message.

36. 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.

37. Make eye contact. While we listen with our ears, people judge whether we're listening by looking at our eyes.

38. Exhibit affirmative head nods and appropriate facial expressions.

39. 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.

40. 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.

41. Don't over talk!

42. Tips for Effective Feedback

43. Feedback ideally should be based on a foundation of trust between sender and receiver.

44. Feedback should be specific rather than general, with clear and, preferably, recent examples.

45. Feedback should be given at a time when the receiver appears to be ready to accept it.

46. Feedback should be checked with the receiver to determine whether it seems valid.

47. Feedback should include those things the receiver may be capable of doing something about.

48. Feedback should not include more than the receiver can handle at any particular time.

49. Feedback should be job related. Do not make it personal.

50. Any Questions