Team 7 presents: Effective Communication

1. Team 7 presents:Effective Communication • Bolanle Adana, Ryan Beyers & Sunil Mundla

2. What If?.....

4. What is Communication? • = Transfer of Message • idea • intent • emotion • feeling • information • ect. That is both received and UNDERSTOOD

5. Why do we need communication? Information gathering. Awareness.Empowerment.Education.Behavior change.Motivation.Social mobilization.Support.

6. Effective Communication Message Understood Communication Desired Action Message Received “the entire message is clearly understood and responded to completely within the timeframe requested”. (Shetcliffe, 2004)

7. Boss to his employees – ---“I want the report”. ---“I want the sales report on my table by end of the day today and the employee who submits the report at the earliest will get a treat from my side at the cafeteria”.

8. Communication ---- I want water. Effective Communication--- I want a glass of ice water from that red jug on the table.

9. Community Level One on One Level Communication Levels Company Level Team or Unit Level Communication Levels

10. One-on-one

11. Team or unit level

12. Team or unit level

13. Company level

14. Community level

15. Role of communication in Total Quality

16. Process of Communication Team 7 presents: the components of communication • Components of Communication • The sender : source of the message • The receiver: destination of the message • Message: the conveyed content • Medium: vehicle used to convey message Message Medium Receiver Sender

17. Four categories of Media Verbal Non-verbal Medium Medium Written Electronic Medium Medium

18. Verbal: Lectures, face-to-face conversations, telephone conversations, press conferences. Non verbal: Stop sign, red light, smile, body language. Written: Letters, billboards, books, newspapers. Electronic: Emails, television.

19. Inhibitors of Communication Lack of Trust Information Overload Interference Differences in Meaning Premature Judgments Inaccurate Assumptions Kill-the-Messenger Condescending Behavior • http://www.youtube.com/watch?v=_OnLiA8gbmo (Goetsch & Davis, 2010, pp. 237-239)

20. Inhibitors of Communication Delegation of Communication Fear (Lapin, 2004)

21. A conducive communication climate This is a climate that “gives people the information they need to do their jobs well and also builds morale and encourages creativity” Corwin P King.

22. Communication Climate that is not conducive • Communicating with peers as little as possible • Being secretive and mysterious • Being vague and obscure • Communicating with only a few individuals

24. Communication by Listening Listening is one of the most important communication skills • “The success of communication is measured not by how well the communicator speaks or writes but how well the listener has heard” (Lapin, 2004). FEMA says: Forty-five percent of time spent communicating is listening

25. Listening vs. hearing • Hearing is a natural process of perceiving audible stimuli while listening requires voluntary perception

26. Effective Listening • Effective listening means receiving the message, correctly decoding and accurately perceiving its meaning

27. Improving listening skills • Upgrade your desire to listen • Ask the right questions • Evaluate what is being said • Eliminate listening errors • Listening emphatically • Listening Responsively

29. Listening emphatically • Listening with the intent to understand • Attempting to fully understand • There are different levels of listening, ignoring, pretending, and selective listening. • Empathetic listening is the highest level of listening

30. Listening Responsively • Descriptors of responsive listening • Active • Alert • Vigilant • Sensitive • Creative

31. Tips for responsive listening • Slow down • Allocate your listening time • Concentrate • Be unbiased • Be a pleasant listener • Understand completely

32. Inhibitors of Listening Activity • Form Groups of 2 • Write an example dialogue involving the 12 Blocks to Listening Effectively Act out Dialogue (McKay, M. Davis, & Fanning, 1983, pp. 16-19)

33. NON VERBAL COMMUNICATION

34. Body Voice Proximity FACTORS

35. Poor Handshaking

36. Poor Posture

37. Yawning

38. Talking with Hands • 2 Volunteers

39. Effective Feedback What is Feedback? What Feedback is not? Giving Feedback Receiving Feedback

40. Poor Positioning

41. Verbal Communication

42. Verbal Communication tips • Show interest • Be friendly • Be flexible • Be tactful • Be courteous • Ask questions

43. Asking questions effectively • Drop your defenses • State your purpose • Acknowledge emotions • Use open-ended questions and phrase questions carefully

44. Asking questions • What is your idea of a good speaker?

45. Communication in Writing

46. Giving Feedback Asking For Feedback Receiving Feedback Acting On Feedback Accepting Feedback Effective Feedback Cont. Flow

47. How Interpersonal Skills Affect Communication

48. Personality & Communication • http://www.youtube.com/watch?v=m2upjBWRrfU&feature=related

49. Improving Communication

50. Effective Communication and total quality • Communication involves creating, shaping and maintaining relationships and enacting shared values, common culture, agreed goals, and means for their achievement” (Clegg, 2005). • If total quality is the engine, communication is the oil that keeps it running. • Without communication, total quality breaks down.