Professional Documents
Culture Documents
11
Concepts
Words Mean Different Things to Different People. The Initiation of a Message Provides No Assurance It Has Been Received. Communications Often Become Distorted as They Are Transmitted.
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Everything a manager does involves communication. Effective communication skills can lead to problems for the manager. Communication of content Supportive communication
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Communication of Content
Channel choices
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Supportive Communication
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2.
A focus on processes. Two categories: Coaching: giving advice, direction or information to improve performance focus on abilities Counselling: helping the person understand and resolve a problem themselves by displaying understanding focus on attitudes
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Avoid Barriers to Communication. Send Understandable Messages: Effective communication. Actively Listen. Utilize Non-verbal Signals. Give and Solicit Meaningful Feedback. Adapt to Diversity of Communication Styles try multiple channels
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I dont like the way you dress for work. You are not very professional.
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Congruence versus incongruence Mismatch between what one feels/thinks and what one says
Im disappointed that we didnt reach our target and that we arent getting our bonuses.
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3.
Descriptive versus evaluative Avoid judgment How: describe objectively; focus on the behaviour and your reaction not the others attributes; focus on solutions You screwed up
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Lack of equal opportunity to speak? Extended pauses? Who controls the flow?
A continuum
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Listening by responding
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Make sure your comments are intended to help recipient. Speak directly and with feeling. Describe what the person is doing and the effect the person is having. Dont be threatening or judgmental. Be specific, not general (use clear and recent examples). Give feedback when the recipient is open to accepting it. Check to ensure the validity of your statements. Include only things the receiver can do something about. Dont overwhelm the person with more than can be handled.
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Dont be defensive. Seek specific examples. Be sure you understand (summarize). Share your feelings about the comments. Ask for definitions. Check out underlying assumptions. Be sensitive to senders nonverbal messages. Ask questions to clarify.
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Listening
Active Listening
2020
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Clothing, hygiene Values, competence Frown, smile, sneer Unexpressed feelings Looking away, staring Intentions, state of mind Leaning in, slumped Attitude Handshake, wave Intentions, feelings
TACTILE
Touch Pat on the back Gentle touch on an arm Approval Support and concern
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SPACIAL
Body closeness 0 2 feet Feelings of intimacy Furniture arrangement Large pieces far apart Formal and serious
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Cultural Differences
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Gender Differences
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