MODULE 17 COMMUNICATION

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MODULE 17COMMUNICATION

• Listening can be the key to understanding

• What is communication and when is it effective?
• How can we improve communication with people at
  work?

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COMMUNICATIONEffective CommunicationsMODULE
GUIDE 17.1

• Communication is a process of sending and
  receiving messages with meanings attached.
• Communication is effective when the receiver
  understands the senders message.
• Communication is persuasive when the receiver
  acts as the sender intends.
• Poor use of communication channels makes it hard
  to communicate effectively.
• Information filtering can bias communication
  between lower and higher levels.

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COMMUNICATIONEffective Communications

• Communication
• is the process of sending and receiving symbols
  with meanings attached.

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COMMUNICATIONEffective Communications

• Effective Communication
• occurs when the receiver fully understands the
  senders intended message
• Efficient Communications
• occurs at minimum costs
• Persuasion
• Presenting a message in a manner that causes
  others to support it
• Noise
• Anything that interferes with the communication
  process
• Communication Channel
• The medium used to carry a message

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COMMUNICATIONEffective Communications
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COMMUNICATIONEffective Communications

• Nonverbal Communications
• Takes place through gestures and body language
• Mixed Message
• Results when words communicate one message while
  actions, body language or appearance communicate
  another.
• Filtering
• Is the intentional distortion of information to
  make it more favorable to the recipient.

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COMMUNICATION Improving Communications At
WorkMODULE GUIDE 17.2

• Active listening helps people say what they
  really mean.
• Constructive feedback is specific, timely, and
  relevant.
• Open communication channels build trust and
  improve upward communication.
• Office spaces can be designed to encourage
  interaction and communication.
• Appropriate technology can facilitate more and
  better communication.
• Sensitivity and etiquette can improve
  cross-cultural communication.

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COMMUNICATION Improving Communications At Work

• Active Listening
• is the process of taking action to help someone
  say what he or she really means.
• Carl Rogerss five rules for active listening
• 1. Listen for message content
• Try to hear exactly what content the message is
  conveying.
• 2. Listen for feelings
• Try to identify how the source feels about the
  content in the message.
• 3. Respond to feelings
• Let the source know that you recognize her or
  his feelings.
• 4. Note all cues
• Be sensitive to nonverbal and verbal messages
  be alert for mixed messages.
• 5. Paraphrase and restate
• State back to the source what you think you are
  hearing.

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COMMUNICATION Improving Communications At Work

• Feedback
• is the process of telling someone else how you
  feel about something that person did or said.
• Criteria for Giving Constructive Feedback
• Specific
• Be precise, use good, clear, and recent examples
  to make your points.
• Timely
• Choose a time when the receiver seems most
  willing or able to accept it.
• Valid
• Limit feedback to things the receiver can do
  something about.
• Small doses
• Never give more than the receiver can handle at
  one time.

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COMMUNICATION Improving Communications At Work

• Management By Walking Around
• Managers spend time out of office meeting
  employees at all levels
• Channel Richness
• The quantity and quality of the communication
  channel

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COMMUNICATION Improving Communications At Work

• Proxemics
• The study of the way we use space

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COMMUNICATION Improving Communications At Work

• Electronic Communications
• Electronic monitoring by employers (as reported
  by American Management Association)
• 39 track telephone calls.
• 27 store and review e-mail.
• 21 store and review computer files.
• 11 record and review telephone conversations.
• 6 store and review voice mail.

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MANAGEMENT TIPS

• How to manage your e-mail
• Read items only once.
• Take action immediately to answer, move to
  folders, or delete.
• Purge folders regularly of useless messages.
• Send group mail and use Reply to all only
  when really necessary.
• Get off distribution lists without value to
  your work.
• Send short messages in subject line, avoiding
  a full-text message.
• Put large files on websites, instead of
  sending as attachments.
• Use Instant Messaging as an e-mail
  alternative.
• Double-check everything before hitting the
  Send button.
• Dont hit the Send button when angry wait,
  take time to revise and rethink.
• Remember the iron rule of e-mail privacy
  There isnt any.

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COMMUNICATION Improving Communications At Work

• Cross-Cultural Communication
• Ethnocentrism
• The tendency to consider ones culture superior
  to any and all others
• Cultural Etiquette
• the use of appropriate manners and behaviors in
  cross-cultural situations.