__________ ___________ is essential to organizational and supervisory success.
effective communication
Types of Communication
Verbal communication and Nonverbal Communication
Types of Business Communication
Downward, Upward, and Lateral
Misconceptions of Communication
We communicate only when we want to.
Words mean the same to us all.
We communicate mainly with words.
Nonverbal communication is silent.
One-way messages are the best form of communication.
What I communicate is what you receive.
There is no such thing as
Communication Barriers
Allowing others to interrupt
Interrupting Others
Talking Too Much
Arguing
Generalizing &/or Exaggerating
Blaming Others
Judging
Sarcasm
Poor Listening Habits
Negative Attitudes towards listener
Dislike of the Sender
Lack of Interest in subject
Thinking of
Biases Affecting Communication
First Impressions, Stereotypes ,
Just Like Me (Comfort Level) , Halo or Pitchfork Effect (Based on single characteristic), Contrast (comparing to others), Leniency/Severity Effect
Can depend on mood, etc.
What are the essential parts of effective speaking before a group and in face-to-face conversation?
Introduction, Main body, Conclusion
When speaking remember to...
Get listener's attention
Obtain listener's interest
Communicate your purpose for speaking
Always plan and organize what you are going to say
When speaking on-the-job
Plan and Organize what to say, Stick to main points, Support your position, Use language the listener will understand, Use nonverbal communication to emphasize main points, Use visual aids appropriately
Presentation Tips
Posture should be relaxed and erect
Moving near the audience emphasizes
main points
Speaking while facing away from the
audience is disconcerting to listeners
Use "hand gestures" appropriately
Watch volume, pitch, tone & pace
Vary speech
Know your audienc
Hearing is a _________ activity
Listening is an ___________ activity
You will exercise listening skills in your everyday work
Listening is the most important work skill - ? day spent in listening
passive; active
What factors can get in the way of good listening?
Unsuitable environment
Allowing your mind to wander
Thinking of something else
Focusing on only one idea or word at the expense of the entire message
Negative reactions to the speaker
Tuning out (dull or difficult)
Not paying attention
Taking too many not
What four stages of listening does the active listener move through?
Focusing
Interpreting
Evaluating
Responding
Turning all your attention to the deliverer of the message.
Concentrate on receiving the message.
Decide to listen and keep you mind from wandering.
focusing
Identifying why the speaker is communicating.
Try not to judge the speaker by personal standards or emotions.
Determine the speaker's meaning.
interpreting
Verifying a common understanding has been reached.
Try to discover if message is based on facts or on speaker's opinion.
Decide what information you agree and disagree with as you listen.
evaluating
Responding
The response action constantly takes place throughout the conversation.
Ask questions to find out what the speaker wants.
Determine how to respond to the message.
Active Listening Skills
Mirroring
Paraphrasing
Summarizing & Self Disclosure
Questioning or Clarifying
Motivate speaker to say more
Exactly repeating some of the speaker's key words.
Be careful not to overuse. Overuse may make you appear to be condescending to the speaker
mirroring
Paraphrasing
Using your own words to restate the speakers intentions.
Avoid using phrases that make it appear is if you are speaking down to the speaker.
Condensing parts of what the speaker says & stressing important points and sharing your experiences to show the speaker that you understand his/her points and concerns, i.e. that you have been there
Summarizing and
Self-disclosure
This is done when the speaker's ideas seem incomplete.
Questioning or Clarifying
Two types of Questioning
Open-ended: Gives the speaker freedom to respond any way they like.(Ex.What do you think about, Could you describe, & can you tell me )
Specific: Seeks additional information about unclear statements. (Ex. Who, What, When, Where, Which, & How questions)
Motivating the speaker to say more
This will make the speaker continue while you gain more information. Empathize with the speaker. Tell me more, I'd really like to hear your point of view, Can you clarify your point for me? I see.
Types of nonverbal communication
Facial Expressions
Eyes
Posture
Gestures
Body Movement
The most common communication we use.
Learn how to control facial expressions to your advantage.
Facial Expressions
Eyes
Eye contact makes people feel you are a good, friendly speaker.
The opposite is also true. (A speaker who stares at the floor)
Posture
Slouching = Depressed
Stiff = Anxious
Natural & Comfortable = relaxed
Gestures
Hand gestures show many signs about our feelings & attitudes.
in approval; to show you are listening
nodding
Walking
Determined = firm walk; quickly = impatient or aggressive;
walking toward a group in a meeting to emphasize a point/walk away to de-emphasize a point and tension.
Using Body Language
This can be an effective communication tool.
Know your culture.
Watch for unintended communication.
The most difficult form of communication to master.
More important the higher management level you reach.
Writing
Business Writing Tips
Have a specific audience in mind.
Know your objective. (What's your message?)
Decide which essential information to include. (Too much info?)
Determine how to present information. (Accurate, Organized, and Concise)
Outline
Major Point
Minor Point
Sub Point (if any)
Think through your outline several times, there is usually a better way to organize your thoughts.
Plain English and Short Sentences
Make sure you are writing to a specific audience and use appropriate language.
Use a combination of short & long sentences to keep the readers attention.
Keep it simple!
This method puts the most important material towards the front of reports and leaves the details to the final paragraph.
Helps: People that have little time to devote to reading of messages.
Inverted Pyramid
The beginning of each paragraph; describes what the paragraph is about. The remaining sentences should support the idea covered in the _________ __________.
topic sentence
Mostly internal communication. Can be formal or informal based on the reader. Usually follows specific format Emails have a long life and once they are sent can't be retrieved. Email messages should be short and to the point - usually less than one page i
memos and email
in the ________ _________, the subject of the sentence does the acting. The ________ ________ is usually stronger because it is more direct and uses fewer words than the passive voice.
active voice
a group of employees from different departments that provides input to the resolution of inter-departmental problems
cross-functional team
the passage of information from an organization's higher levels to its lower levels
downward communication
the ability to see circumstance from the other's viewpoint or to understand the other's feelings
empathy
the reaction of a listener or reader to the verbal and nonverbal communication of a speaker or writer. _________ may evaluate something the speaker/writer said or did, and may provide corrective information
feedback
an informal communication network within an organization
grapevine
a style of writing that many newspapers reporters and other writers use; it involves putting the most important information at the beginning of a written piece and leaving less important details for the final paragraphs. Reporters write with the knowledge
inverted pyramid
the passage of information between peers at the same organization level
lateral communication
repeating a speaker's key words to show the speaker how they sound. _________ indicated the listener's interest in the speaker's words and desire to understand them. _________ helps both the listener and the speaker determine the importance of the key wor
mirroring
the facial expressions, gestures, and body monuments a person uses, including eye contact and posture. Our ________ __________ may contradict our words or reveal information we don't intend to reveal. We can hear certain types of _________ __________, suc
nonverbal communication (body language)
questions that permit free, , unstructured responses. Such question are broad and encourage responses of more than just a few words
open-ended questions
a list of significant points helpful when writing a memo, letter, or report. An ________ helps the writer organize his or her thoughts before actually starting to write.
outline
using your own words to restate what a speaker just said, or to reflect the content of the speaker's message as well as the feeling behind the content. _____________ helps the listener clarify to him- or herself what the speaker is saying. It also helps t
paraphrasing
statements you can use to show a speaker how you feel about what he or she said. When you report experiences or feelings similar to the speaker's, it shows the speaker that he or she is not the only one to think or feel a certain way
self-disclosure statements
statements that condense parts of what the speaker said and stress important points. ___________ __________ are used to focus attention on a certain topic, to guide the speaker to another part of the subject, and to reach agreement on specific points in o
summarizing statements
a sentence that contains the main point of a paragraph and shows what a paragraph is about. Using the _____ _________ as a guideline, a writer can logically develop the rest of the paragraph
topic sentence
the passage of information from an organization's lower level to its higher levels
upward communication
the other half of communication:
listening