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Communication Communication SkillsSkills

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ConceptsConcepts• 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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Why is Communication Why is Communication Important?Important?

• 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 ContentCommunication of Content

• Channel choices• In person• Telephone• Email• Written• Third party

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Supportive Supportive CommunicationCommunication

• A focus on processes. • Two categories:1. Coaching: giving advice, direction or

information to improve performance… focus on abilities

2. Counselling: helping the person understand and resolve a problem themselves by displaying understanding… focus on attitudes

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What Is the Interpersonal What Is the Interpersonal Communication Process?Communication Process?

• Communication

• Sequential Steps• Encoded• Transmitted• Decoding• Noise• Feedback

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Exhibit 3-1: The Communication Process ModelExhibit 3-1: The Communication Process Model

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Basic Interpersonal Basic Interpersonal Communication SkillsCommunication Skills

• 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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What Are the BarriersWhat Are the BarriersTo Communication?To Communication?

• Frames of Reference

• Semantics

• Value Judgments

• Selective Listening

• Filtering

• Distrust

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Attributes of effective Attributes of effective communicationcommunication

• Problem oriented not person oriented

“I don’t like the way you dress for work.”

“You are not very professional.”

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Attributes of effective Attributes of effective communicationcommunication

• Congruence versus incongruence

• Mismatch between what one feels/thinks and what one says

“I’m disappointed that we didn’t reach our target and that we aren’t getting our bonuses.”

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Attributes of effective Attributes of effective communicationcommunication

• Descriptive versus evaluative• Avoid judgment• How:

1. describe objectively;

2. focus on the behaviour and your reaction not the other’s attributes;

3. focus on solutions

“You screwed up”

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Attributes of effective Attributes of effective communicationcommunication

• Invalidation:

• Superiority

• Rigidity

• Indifference

• impervious

• Validation:

• Respectful

• Flexible

• Two way communication

• Identify areas of agreement

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Attributes of effective Attributes of effective communicationcommunication

• specific not global

“you never ask for my advice”

“You are lazy”

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Attributes of effective Attributes of effective communicationcommunication

• Conjunctive not disjunctive• Lack of equal opportunity to speak?• Extended pauses?• Who controls the flow?

A continuum…

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Attributes of effective Attributes of effective communicationcommunication

• Owned not disowned• Use of “I statements” not “you or other

statements”

“I’ve heard that you…”

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Attributes of effective Attributes of effective communicationcommunication

• Two way not one way• Listening by responding

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Exhibit 3-2: Guides for Giving and Receiving FeedbackExhibit 3-2: Guides for Giving and Receiving Feedback

Criteria for Giving Feedback

1. Make sure your comments are intended to help recipient.2. Speak directly and with feeling.3. Describe what the person is doing and the effect the

person is having.4. Don’t be threatening or judgmental.5. Be specific, not general (use clear and recent examples).6. Give feedback when the recipient is open to accepting it.7. Check to ensure the validity of your statements.8. Include only things the receiver can do something about.9. Don’t overwhelm the person with more than can be

handled.

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Exhibit 3-2: Guides for Giving and Receiving FeedbackExhibit 3-2: Guides for Giving and Receiving Feedback(continued)(continued)

Criteria for Receiving Feedback

1. Don’t be defensive.2. Seek specific examples.3. Be sure you understand (summarize).4. Share your feelings about the comments.5. Ask for definitions.6. Check out underlying assumptions.7. Be sensitive to sender’s nonverbal messages.8. Ask questions to clarify.

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How Do You Receive andHow Do You Receive andUnderstand Messages Accurately?Understand Messages Accurately?

• Listening• Active Listening

• Sensing

• Attending

• Reflecting

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How Can YouHow Can YouUtilize Nonverbal Cues?Utilize Nonverbal Cues?

• Visual

• Tactile

• Vocal

• Time and Space

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Exhibit 3.3: Means of Nonverbal CommunicationExhibit 3.3: Means of Nonverbal Communication

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competenceFacial Expressions Frown, smile, sneer Unexpressed feelingsEye Movements Looking away, staring Intentions, state of mindPosture Leaning in, slumped AttitudeGestures Handshake, wave Intentions, feelings

VISUAL

Touch Pat on the back ApprovalGentle touch on an arm Support and concern

TACTILE

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Exhibit 3.3: Means of Nonverbal CommunicationExhibit 3.3: Means of Nonverbal Communication(continued)(continued)

Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings, e.g.Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval

VOCAL

SPACIAL

Body closeness 0 – 2 feet Feelings of intimacyFurniture arrangement Large pieces far apart Formal and serious

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• Differences in Communication Styles• The Socializer• The Director• The Thinker• The Relater

How Can You Adapt to DiversityHow Can You Adapt to Diversityof Communication Styles?of Communication Styles?

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Cultural DifferencesCultural Differences

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Gender DifferencesGender Differences

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How Can You Facilitate How Can You Facilitate Communication with Diversity?Communication with Diversity?

• Assume Differences

• Emphasize Description

• Empathize

• Treat Interpretations as Guesses