Course Objectives
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Transcript of Course Objectives
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Course Objectives• Understand communication differences in
organizational settings• Learn why effective communication is essential• Review the seven principles of communication• Learn how perception impacts our understanding• Explore the differences between intent and
action• Understand the communication process
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
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"When the eyes say one thing, and the tongue another, a practiced man relies on the
language of the first.”
– Ralph Waldo Emerson
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Three Settings for Communication
1. Dyadic2. Small group3. Public
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Organization Communication
• Communication exists & thrives throughout agencies and departments
• Vertical and horizontal communication
• Organizations exist for specific purposes
• Communication impacts effectiveness
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Communication/Effectiveness Matrix
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High Communication
Low Effectiveness
High Communication
High Effectiveness
Low Communication
Low Effectiveness
Low Communication
High Effectiveness
Low
High
HighOrganization Effectiveness
Org
aniza
tion
Com
mun
icati
on1 2
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
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“The data suggest that between 90 and 95 percent of the interaction that affects morale,
employee relations, safety, quality, and productivity takes place between technical,
staff or hourly employees and those first-line supervisors/managers/team leaders who
direct their activities.”
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
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A supervisor had just completed and was filing performance reviews for her team. Before she had time to lock the filing cabinet, an employee aggressively approached her and demanded to view his performance review. He was a very large man and very intimidating. In spite of her efforts, the employee was relentless. The performance reviews were snatched up, and the employee ran off. An upper level manager was notified immediately.
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Principles of Communication
• Part of our nature• Constant• Symbolic• Irreversible• Based on reward• Mostly nonverbal• Purposeful
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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Perception
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Defined: Perception is the viewpoint from which one mentally recognizes, grasps, or comprehends an idea or event.
“We tend to see ourselves primarily in the light of our intentions, which are invisible to others, while we see others mainly in light of their actions, which are visible to us; we have a situation in which misunderstanding and injustice are the order of the day.”
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Joan Jim
Intent vs. Action
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· Joan and Jim each have intents and feelings about themselves and each other.
· They each act, or behave in ways that are observable to others around them.
· Who is the expert on Jim’s intentions?
· Who sees Jim’s actions or behaviors better, Jim or Joan?
· Joan is the expert on her intentions, and she, like Jim, doesn’t always see her behavior as clearly as others around her do.
· Do differences in viewpoint explain why misunderstandings are so frequent and why we judge others by a different standard than we judge ourselves?
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Source/Receiver
The Communication Process
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Interpretation/PerceptionInterpretation/Perception
MessagesWords
Voice ToneExpressions
Body LanguageContent
FEEDBACK
Source/Receiver
Four Elements
1. Source
2. Receiver
3. Message
4. Feedback
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Feedback
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Verbal
Nonverbal
Positive
Negative
Immediate
Delayed
Free
Zero
THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process
Summary
• Communication differences exist in organizational settings
• Good communication can improve organization effectiveness
• There are seven principles of communication• Perception, intent, and action impact our
understanding• The communication process has four elements
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