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Communication

Communication. Important for: 1) vertical and horizontal information movement; 2) atmosphere of openness; 3) concern for the opinions of others

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Communication

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  1. Communication • Important for: 1) vertical and horizontal information movement; 2) atmosphere of openness; 3) concern for the opinions of others • A banking executive said most managers “cannot write a letter, make a compelling presentation, or put together a speech that doesn’t have half the audience looking at their watches.” • It’s both oral and written!

  2. I. Communication Process Model • A. Sender needs skill and knowledge • B. Encoding – some are more effective at using language symbols than others (e.g. syllabus) • C. Message – may have more than 1 meaning • D. Channel is medium – medium should match message. Face-to-face enables feedback, facial expression, and the intended message to be more accurately sent.

  3. I. Communication Process Model (cont’d) • E. Decoding – receiver “translates” message. What you attend to, encode, store, and retrieve influences how you perceive the message. Perception may not be reality! • F. Feedback – comprehension check. Was the intended message communicated? • G. Noise – interferes with the message

  4. II. Choosing media • A. Is it rich? Does the medium allow the intended message to be communicated? (face to face [2-way] is richest). Each medium has “information carrying capacity.” • B. Which medium is right? The message complexity suggests a medium with a particular richness. Use medium contingent upon the message complexity.

  5. Richness Of Communication Medium overloaded effective match oversimplified Problem Complexity

  6. III. Nonverbal Communication • What does it look like? • How much is communicated?

  7. IV. Barriers to Effective Communication • Filtering – information reduction by sender • Selective perception – what you attend to • Judging message • Not listening with understanding (Covey) • Information overload • Etc.

  8. V. Overcoming Barriers • A. Solicit feedback – request information of message, restate in own words, performance appraisals, look for nonverbal cues • B. Simplified language • C. Active listening – including empathy

  9. VI. Developing interpersonal skills • Biggest reason for job failure is interpersonal skills. Study showed graduates are most deficient in leadership and interpersonal skills. • Active listening • Listen intensely – eyes, head nods, avoid distractions, show interest, don’t interrupt • Use empathy – adjust to your speaker’s world • Acceptance – don’t formulate response in mid-speak • Responsibility for completeness – paraphrase

  10. VII. Feedback • A. Must establish culture of trust and respect before constructive feedback is accepted • Effective feedback • Focus on behavior • Impersonal • Goal oriented • Timely – more than 1 time each year • Controllable (Deming?)

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