Communication

• The ability to communicate well, both

orally and in writing, is a critical skill for all

Chapter 15: pp. 359-367; 370-376; 384-386

Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a total mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?

Communication Goals

• Effective communication• when the intended message of sender is identical

to the interpretation by the receiver

• Efficient communication• Proper resource use (time/cost/effort, etc.)

– Potential trade-offs between effectiveness and efficiency must be recognized.

Goals:

The Communication Process

Sources of “Noise”:

Poor choice of channels. Poor written or oral expression.

Mixed message (Content vs. Context) Physical Distractions

Environment.

Biases, Filtering

Failure to recognize nonverbal signals.(Gestures = 70% of communication)

Communication Channel/Medium options.

Written Oral Personal

Match Messages with Better Medium1. Staff meeting planned for

Friday of next week2. Layoffs are imminent.

Twenty percent of the staff will be losing their jobs in 90 days.

3. Staff member is fired4. Salesperson of the month is

named5. Sales are up 10 percent6. Company president

announces new product7. Company will be moving to

a new city next year8. Health benefits are

changing in January

A.Individually face-to-face

B.Small group meeting

C.Large group meeting

D.E-mailE.TelephoneF.On-Line meetingG.MemoH.LetterI. Handwritten Note

Communication Barriers

• Filtering: Selective Disclosure

• Selective Perception– Self serving?

• Information Overload– Relevant vs. Irrelevant

• Jargon-Language– Complex, interpretation

• Gender– Venus v. Mars

• Culture– Individualistic v. Collectivist

Remedies• Clear Language• Delay Judgment• Control Emotions• Listen-ACTIVELY

– Engaged– Attentive– Clarify

• Feedback– Open–Ended questions– Restated understanding– Watch Body Language

Perceptual Distortions

Halo EffectONE ATTRIBUTE rules

Projection

Individual >>>>others

StereotypeGroup >>>> Individual

SelectivitySELF-SERVING VIEW

Cultural Influence

CLEAR Communication =

Concise (simple conversational language)

Logical(context plus logical steps)

Empathetic (identify with your reader)

Action-Oriented (explain what you want the reader/listener to do)

Right (all key facts; correct spelling

© 2008 Prentice Hall, Inc. All rights reserved.

12–10

EXHIBIT 12–5 Using Simple Language?

Source: DILBERT, reprinted by permission of United Feature Syndicate, Inc.

Feedback criteriaPositive is Readily Accepted… Negative = more difficult

• Valid - based on facts and goal oriented

• Actionable –helps individual remedy or reinforce controllable behavior

• Specific – focused on observed-controllable behaviors– Provides specific EXAMPLES of + and -

• Timely – Given at a time when the receiver is “willing/able” to accept it (e.g. not tired or emotional)

• Understandable – Clearly stated so They “get it”

Delegation• Clearly explain the assignment / task• Ensure the Delegatee has proper K-S-A• Specify:

– Expected outcomes– Operating parameters:(time, method, decision)– Agree on Goals and Controls

• THINK… MBO

Communication Considerations

• Content = The Message,

• Context = The Setting/Environment

• Consumer = the Recipient

• Channel = The Medium

• Body Language = Posture/Appearance/Style

• Projection = Tone, Volume, Clarity, Confidence

Exercise