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INTERPERSONAL COMMUNICATION

INTERPERSONAL COMMUNICATION. COMMUNICATION PROCESS. the transfer of information and understanding from one person to another Why? 81% of the manager’s day Up to 14% of a typical workday is wasted because of poor communication. Survey of 200 Fortune 500 top executives:

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INTERPERSONAL COMMUNICATION

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  1. INTERPERSONAL COMMUNICATION

  2. COMMUNICATION PROCESS • the transfer of information and understanding from one person to another • Why? • 81% of the manager’s day • Up to 14% of a typical workday is wasted because of poor communication. • Survey of 200 Fortune 500 top executives: • Biggest reason managers fail is poor interpersonal and communication skills

  3. COMMUNICATION PROCESS • Transfer of information and understanding Person A Encodes Information Person B Senses Decodes Information

  4. COMMUNICATION PROCESS • Transferring and understanding of meaning Medium Person A Encodes Information Person B Senses Decodes Information Medium

  5. Email/Electronic Media Tradeoffs • Bottom Line?

  6. COMMUNICATION PROCESS • Transferring and understanding of meaning Noise Medium Person A Encodes Information Person B Senses Decodes Information Noise Noise Noise Medium

  7. COMMUNICATION BARRIERS • Physical Barriers • Semantics/Jargon • Jargon: Terminology specific to a particular profession/group • Personal Barriers • ego, credibility, skill • Emotions

  8. COMMUNICATION BARRIERS • Filtering • Frame of reference • Beliefs, values and expectations influence how we interpret meaning • Poor listening • Cultural and gender differences

  9. Cross Gender Communication • Women say 22-25,000 words a day • Men? • Direct vs. Indirect communication • Status/independence vs. connection/intimacy • Consider greeting styles • Apologies, Praise

  10. Cross Cultural Communication • Language • Physical Space • Greeting • Eye contact • Time • Leisurely vs. impatient • Task vs. Relationship • Monochronic vs. Polychronic (also a gender a differences) • Direct/Indirect • High Context

  11. OVERCOMING THE BARRIERS • Encourage feedback • Simplify Language • Genderflex • Avoid physical and psychological interference • Use face-to-face communication • Listen Actively • Ask yourself: • What do I look like? • Sound like? • Say? • How well do I listen?

  12. ACTIVE LISTENING IS... • ...The MOST effective way to overcome the barriers to effective communication. • ...NOT hearing. • ...ESSENTIAL to managerial success. • 40% of workday • Survey of 300 personnel directors: • Most important skill in becoming an effective manager • ...a skill we typically do not perform well.

  13. ACTIVE LISTENING • Make eye contact • Empathy • Suspend judgment • Ask questions • Paraphrase • Listen for themes/ideas • Resist distractions • Listen to what’s not said

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