Communication

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Communication

• Important for 1) vertical and horizontal
  information movement 2) atmosphere of openness
  3) concern for the opinions of others
• A banking executive said most managers cannot
  write a letter, make a compelling presentation,
  or put together a speech that doesnt have half
  the audience looking at their watches.
• Its both oral and written!

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I. Communication Process Model

• A. Sender needs skill and knowledge
• B. Encoding some are more effective at using
  language symbols than others (e.g. syllabus)
• C. Message may have more than 1 meaning
• D. Channel is medium medium should match
  message. Face-to-face enables feedback, facial
  expression, and the intended message to be more
  accurately sent.

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I. Communication Process Model (contd)

• E. Decoding receiver translates message. What
  you attend to, encode, store, and retrieve
  influences how you perceive the message.
  Perception may not be reality!
• F. Feedback comprehension check. Was the
  intended message communicated?
• G. Noise interferes with the message

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II. Choosing media

• A. Is it rich? Does the medium allow the intended
  message to be communicated? (face to face 2-way
  is richest). Each medium has information
  carrying capacity.
• B. Which medium is right? The message complexity
  suggests a medium with a particular richness. Use
  medium contingent upon the message complexity.

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Richness Of Communication Medium
overloaded
effective match
oversimplified
Problem Complexity
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III. Nonverbal Communication

• What does it look like?
• How much is communicated?

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IV. Barriers to Effective Communication

• Filtering information reduction by sender
• Selective perception what you attend to
• Judging message
• Not listening with understanding (Covey)
• Information overload
• Etc.

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V. Overcoming Barriers

• A. Solicit feedback request information of
  message, restate in own words, performance
  appraisals, look for nonverbal cues
• B. Simplified language
• C. Active listening including empathy

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VI. Developing interpersonal skills

• Biggest reason for job failure is interpersonal
  skills. Study showed graduates are most deficient
  in leadership and interpersonal skills.
• Active listening
• Listen intensely eyes, head nods, avoid
  distractions, show interest, dont interrupt
• Use empathy adjust to your speakers world
• Acceptance dont formulate response in
  mid-speak
• Responsibility for completeness paraphrase

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VII. Feedback

• A. Must establish culture of trust and respect
  before constructive feedback is accepted
• Effective feedback
• Focus on behavior
• Impersonal
• Goal oriented
• Timely more than 1 time each year
• Controllable (Deming?)