COMMUNICATINGFOR

RESULTS

Communicate

Clarify the messageObserve body languageMaintain individual self-esteemMake your point clear, concise, and simpleUnderstand other points of viewNurture others’ feelingsInvolve yourself in the messageComprehend the messageAttend to the messageTalk judiciouslyEmphasize listening

Meet the objective of the COMMUNICATION

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COMMUNICATIONPROCESS

Basic Process

COMMUNICATION FOR

RESULTS

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BARRIERSTO

COMMUNICATINGFOR

RESULTS

Barriers

Bad attitude ⎯defensive, negative, or faultfinding

Avoiding “real” issues or problems

Reluctance to be open and honest

Rebutting all discussion

Internalizing negative results or self-esteem

Evaluating the message too critically

Regarding all communication as personal

Semantics and jargon

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VERBAL COMMUNICATION

VerbalVoice that is clear and audibleEmphasizing main points by changing rate

and pitchRepeating things you want others to rememberBeing naturalAchieving understanding with your audienceLooking for feedback (verbal or nonverbal)

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NON-VERBAL COMMUNICATION

Non-Verbal

Nodding or shaking of the headOpen or closed body positionNervous actions i.e. coughing, laughing, shakingVisual gestures ⎯hand signalsEmotional reaction like tears or a smileResponse time for feedback or simply being lateBlushing Acting bored by yawning or looking around Lowering of head signaling disinterest

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ACTIVELISTENING

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Reasons People Do Not Listen

• The brain works faster than the tongue• Short attention span• Our education stresses writing and

reading

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Bad Listening Habits

• Attention fakers• Fact gatherers• Criticizers• Bored listeners• Difficult material blockers• Distraction tolerators• Note takers• Metal rehearsers

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Active Listening

Let the other person convey his or her message

Involve yourself in others’ message

Summarize and paraphrase frequently

Talk only to clarify

Empathize with other people

Nurture active listening skills

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FEEDBACK

Feedback

Foster an open environmentEncourage feedback as a matter of routineEstablish guidelines for feedbackDiscuss unclear communicationsBe direct, but considerateAsk questions for better understandingConsider feelings of othersKeep focused on the objective

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Feedback Criteria Guidelines• Provide feedback as soon as possible

• State why feedback is necessary

• Ask the person if they want feedback

• Describe the specific behavior or action

• Tell the reaction to the behavior or action

• Be direct, but considerate

• Owned by sender

• List consequences

• Include feelings and emotions

• Focus on situation and do not make it personal

• Check to make sure feedback is appropriate

• Provide opportunity for receiver to respond

• Work together to make things better

• Determine if behavior is changeable

• Maintain self-esteem of both giver and receiver

• Summarize actions

• Establish follow-up or process for monitoring progress19

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DEVELOP ACTION PLAN

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