Upload
enb159
View
4.106
Download
0
Tags:
Embed Size (px)
DESCRIPTION
an overview of effective communication at work
Citation preview
EFFECTIVE COMMUNICATION
AT WORK
PRESENTED BY ERIC BARKER
PROACTIVE FUTURES LIFE AND BUSINESS COACHING
Communication defined Transferring information from one part of
the business to another that leads to some outcome, changed behaviour or changed practice
Formal Communication – established and agreed procedures
Informal Communication – channels not formally recognised – ‘the grapevine’
The communication process
Sender or Instigator
Channel Medium Receiver
Change in payment systems
Finance Dept
Feedback
Communication Process
Source/Sender
As the source of the message, you need to be clear about why you're communicating, and what you want to communicate. You also need to be confident that the information you're communicating is useful and accurate.
MessageThe message is the information
that you want to communicate.Method?Medium?
Encoding: This is the process of transferring the
information you want to communicate into a form that can be sent and correctly decoded at the other end.
Methods of sending the message Speaking Writing Signs Actions Silence Body language Facial expressions
Sending the message Written communication 9% Reading 16% Speaking 30% Listening 45%
ChannelMessages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.
Channels of communication Formal
Meetings Memos Letters Notice boards Training sessions Intra net
Channels of communication Informal
The company grapevine Grumbling Gossip Rumour Mis-information
decoding Just as successful encoding is a skill, so is
successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.) Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.
Receiving the message Visual
87% effective Hearing
7% effective
Remember hearing is not listening!!
People remember more of what they see that of what they hear
Receiver No doubt, you have in mind the actions or
reactions you hope your message will get from your intended audience.
Each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response.
To be a successful communicator, you should consider these before delivering your message, and act appropriately.
Feedback Your audience will provide you with feedback,
verbal and nonverbal reactions to your communicated message.
Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message.
If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.
The context
The situation in which your message is delivered is the context. This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).
FACE TO FACE Much of our communication
takes place in face to face conversations.One to oneMeetings Interviews
5 questions about your communication What is the message Who am I sending it to How will I send it What do I want to achieve How will I know I have been understood
Duplo puzzle activity. An exercise requiring 2 volunteers and
plenty of observation
Barriers to communication The sender
Choice of words Tone Style Channel Method Presumption Timing credibility
Barriers to communication
The receiver Inattention Mis interpretation Prejudice Fear Prior assumptions Personal motivation Lack of knowledge/education
Other blocks
Techno speak Gobbledygook Poor telecoms Boredom Conflict Previous failure to communicate low morale Poor management
Hearing or listening? Hearing is a natural inbuilt ability caused
by sound waves vibrating the ear drum.
Listening is an acquired skill that can be learned and refined with practice.
Even people who can’t hear can listen!
Listening process Receive the message Understanding the message Checking the message Absorbing the message Replying to the message
POSITIVE LISTENING
Face the person and concentrate Eye contact Lean forward slightly Ask open enquiry questions Responsive behaviours
Effective listening Put the speaker at ease
Space, privacy,time,comfort. Not interrupting
allow time for silence Signalling that you are listening
Nodding/smiling/verbal clues Listening with your eyes
Ineffective listening Day dreaming Assuming you know Looking for faults or disagreements Listening for facts only but missing
feelings and details, No awareness of body language
Listening Exercise Get into threes and take on the roles of
Talker Listener Observer
The talker should talk for 5 minutes telling a true story from his or her own life.
The listener should focus on demonstrating great listening skills.
The observer simply needs to observe and feedback on the whole listening process.
Effective CommunicationClearConciseCorrectCompleteCourteousConstructive
Clear Checking the facts Feedback Questions to clarify Listening skills Alertness to body language Emotional content
ConciseKISS
BRIEF TO THE POINT SUMMARISE GET LISTENER TO REPEAT BACK
Complete and correctFull pictureNecessary detailsTechnical stuffAccurateRelevant
Courteous and constructive Polite Non threatening tone Positive No accusations Timing Style and method Body language/rapport Win win