THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Course Objectives• Understand communication differences in

organizational settings• Learn why effective communication is essential• Review the seven principles of communication• Learn how perception impacts our understanding• Explore the differences between intent and

action• Understand the communication process

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

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"When the eyes say one thing, and the tongue another, a practiced man relies on the

language of the first.”

– Ralph Waldo Emerson

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Three Settings for Communication

1. Dyadic2. Small group3. Public

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Organization Communication

• Communication exists & thrives throughout agencies and departments

• Vertical and horizontal communication

• Organizations exist for specific purposes

• Communication impacts effectiveness

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Communication/Effectiveness Matrix

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High Communication

Low Effectiveness

High Communication

High Effectiveness

Low Communication

Low Effectiveness

Low Communication

High Effectiveness

Low

High

HighOrganization Effectiveness

Org

aniza

tion

Com

mun

icati

on1 2

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

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“The data suggest that between 90 and 95 percent of the interaction that affects morale,

employee relations, safety, quality, and productivity takes place between technical,

staff or hourly employees and those first-line supervisors/managers/team leaders who

direct their activities.”

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

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A supervisor had just completed and was filing performance reviews for her team. Before she had time to lock the filing cabinet, an employee aggressively approached her and demanded to view his performance review. He was a very large man and very intimidating. In spite of her efforts, the employee was relentless. The performance reviews were snatched up, and the employee ran off. An upper level manager was notified immediately.

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Principles of Communication

• Part of our nature• Constant• Symbolic• Irreversible• Based on reward• Mostly nonverbal• Purposeful

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THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Perception

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Defined: Perception is the viewpoint from which one mentally recognizes, grasps, or comprehends an idea or event.

“We tend to see ourselves primarily in the light of our intentions, which are invisible to others, while we see others mainly in light of their actions, which are visible to us; we have a situation in which misunderstanding and injustice are the order of the day.”

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Joan Jim

Intent vs. Action

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· Joan and Jim each have intents and feelings about themselves and each other.

· They each act, or behave in ways that are observable to others around them.

· Who is the expert on Jim’s intentions?

· Who sees Jim’s actions or behaviors better, Jim or Joan?

· Joan is the expert on her intentions, and she, like Jim, doesn’t always see her behavior as clearly as others around her do.

· Do differences in viewpoint explain why misunderstandings are so frequent and why we judge others by a different standard than we judge ourselves?

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Source/Receiver

The Communication Process

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Interpretation/PerceptionInterpretation/Perception

MessagesWords

Voice ToneExpressions

Body LanguageContent

FEEDBACK

Source/Receiver

Four Elements

1. Source

2. Receiver

3. Message

4. Feedback

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

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Feedback

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Verbal

Nonverbal

Positive

Negative

Immediate

Delayed

Free

Zero

THE ART OF EFFECTIVE COMMUNICATION IUnderstanding Theory, Principle, and Process

Summary

• Communication differences exist in organizational settings

• Good communication can improve organization effectiveness

• There are seven principles of communication• Perception, intent, and action impact our

understanding• The communication process has four elements

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