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COMMUNICATING EFFECTIVELY

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Tailor language to the receiver. Match words and actions ... make sure you get all that needs to be said. HOW CAN YOU DEVELOP EFFECTIVE LISTENING SKILLS? ... – PowerPoint PPT presentation

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Title: COMMUNICATING EFFECTIVELY


1
COMMUNICATING EFFECTIVELY
  • CHAPTER 11

2
Communication Facts
  • Words mean different things to different people
  • The sending of a message is no indication of
    successful communication
  • accuracy is lost through transmission and
    translation

3
What is Communication?
  • The transference and understanding of meaning.
  • Does it require agreement?

4
METHODS OF COMMUNICATION
  • Formal
  • Informal

5
Formal
  • addresses task-related issues
  • follow the organizations authority chain
  • can be in any form
  • Informal
  • moves in any direction
  • skips authority levels
  • may be more socially satisfying than
    organizationally (goals)

6
How Do You Communicate Orally?
  • One-on-one
  • speeches to crew (department)
  • group sessions (brainstorming, problem-solving)
  • phone conversations

7
Advantages to Oral Communication
  • fast
  • can be enhanced by nonverbal cues
  • more personal
  • can build trust

8
Women versus Men communication
  • Men Are From Mars, Women Are From Venus Dr.
    John Gray
  • Men
  • Emphasize status, independence, and control to
    solve the problem
  • Women
  • Create connections and intimacy, using the
    problem as a means to promote closeness

9
What they think
  • Men
  • think women complain too much
  • Women
  • think men dont listen

10
WHY DO YOU USE WRITTEN COMMUNICATION?
  • When documentation is needed.
  • Official
  • long-term implications
  • change intro
  • performance review
  • reports

11
  • Good
  • reliable paper trail
  • reduces ambiguity
  • Bad
  • obsessive
  • it may seem too formal

12
IS ELECTRONIC COMMUNICATION MORE EFFICIENT?
  • Electronic communications media
  • lots of options
  • Is it all good?

13
HOW DOES NONVERBAL COMMUNICATION AFFECT YOUR
COMMUNICATIONS?
  • Body language
  • can account for 55 of how a message is
    interpreted
  • Verbal intonation
  • the emphasis given to words or phrases
  • 38 of how a message is interpreted
  • Only leaves a whopping 7 for the actual words
    spoken

14
WHAT IS THE GRAPEVINE?
  • Informal communications
  • Active in most organizations
  • lots of information is transferred
  • about 75 accurate

15
BARRIERS TO EFFECTIVE COMMUNICATION
  • Language
  • Listening habits
  • Lack of Feedback
  • Perception

16
BARRIERS TO EFFECTIVE COMMUNICATION (cont)
  • Role requirements
  • Preferred information medium
  • Lack of honesty
  • Emotions

17
HOW CAN YOU IMPROVE YOUR COMMUNIATION
EFFECTIVENESS?
  • Think first!
  • Constrain emotions
  • Learn to listen
  • Tailor language to the receiver
  • Match words and actions
  • Utilize feedback (verbal or nonverbal).
  • Participate in assertiveness training.

18
ACTIVE LISTENING
  • Intensity
  • concentrate on what the speaker is saying
  • Empathy
  • put yourself in the speakers shoes
  • Acceptance
  • listen objectively without judging
  • Taking responsibility for completeness
  • make sure you get all that needs to be said

19
HOW CAN YOU DEVELOP EFFECTIVE LISTENING SKILLS?
  • Be motivated.
  • Make eye contact.
  • Show interest.
  • Avoid distracting actions.
  • Show empathy.
  • Take in the whole picture.
  • Ask questions.

20
EFFECTIVE LISTENING SKILLS CONT.
  • Paraphrase.
  • Dont interrupt.
  • Integrate whats being said.
  • Dont overtalk.
  • Confront your biases.
  • Make smooth transitions between speaker
    listener.
  • Be natural

21
THE IMPORTANCE OF FEEDBACK SKILLS
  • Positive feedback.
  • Negative feedback.

22
HOW DO YOU GIVE EFFECTIVE FEEDBACK?
  • Focus on specific behaviors.
  • Keep feedback impersonal.
  • Keep feedback goal oriented.
  • Ensure understanding.
  • Direct negative feedback toward behavior that
    receiver can control

23
MAKING CONFRONTATIONS
  • Genuine concern
  • Rely on an outside observer only if a conflict
    develops.
  • Quietly
  • Dont compare the persons behavior with anyone
    elses.
  • As soon as you can.

24
MAKING CONFRONTATIONS CONT.
  • Dont repeat a point.
  • Dont put the other person down.
  • Object only to actions that the other person can
    change.
  • One issue at a time
  • Dont apologize for it.
  • Dont soft soap

25
MAKING CONFRONTATIONS CONT
  • Dont use sarcasm.
  • Avoid words like always and never.
  • Remain silent
  • Eye Contact
  • Under no condition find fault
  • Dont create impression other is offending you.

26
MAKING CONFRONTATIONS CONT
  • Dont exaggerate the confrontation
  • Dont use negative jokes
  • Dont change the subject
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