Objective 2.01

Types of Communication Verbal Listening Speaking Reading Writing Non-verbal Gestures Posture Facial Expressions

Effective Communication MESSAGE SENDER RECEIVER FEEDBACK SENDER MESSAGE RECEIVER is is a/an is a Speaker . . . . . . . . . . . . .Oral Message . . . . . . . . . . . . . . . . . Listener Writer . . . . . . . . . . . . . .Written Message . . . . . . . . . . . . . . . Reader

Effective Listening Skills Concentration Avoiding distracters Avoiding interruption Asking for clarifying details Giving feedback

Barriers to listening Interruption Prediction of message Blocking message due to personal views Inability to hear Distracting mannerisms Non-understanding Wandering thoughts

Feedback Private Addressees behavior Specific Prompt Positive Constructive Destructive Private Addressees behavior Specific Prompt Positive Suggests actions to solve the problem Public Addresses personal characteristics General Delayed Negative No solutions offered

Feedback (cont.) Routes Prevents costly mistakes/accidents Provides opportunity for improving work performance Routes Oral/verbal Written performance evaluations Visual

Feedback (cont.) Constructive feedback Tact Sandwich Technique Compliment Criticism

Feedback (cont.) Make sure that you understand the feedback Positive Response Negative Response Make sure that you understand the feedback Identify the solution(s) Take action Defensiveness Denial Emotional display

Conflict Communication (“I” statements) I feel __________ When you _________ Because _________ And I want __________

Conflict Resolution Define the problem. Suggest possible solution(s). Evaluate the possible solution(s). Compromise. Seek mediation/arbitration if the conflict cannot be resolved.

Managing Anger Self-awareness Understand others Management strategies Empathy Tact Management strategies

Handling Complaints Effective techniques Ask for an informal meeting File a complaint properly; complaint letter Turn to outside agencies Wages and hours: Employment Standards Administration Equal pay: US Equal Employment Opportunity Commission Discrimination: US Equal Employment Opportunity Commission Safety: Occupational Safety and Health Administration

Treatment of Co-workers Etiquette Privacy practices Gossip Professionalism Avoiding comparisons Workload Salary Treatment of co-workers Parking spaces Vacation schedules Work schedule Bonuses

Effectively Handling a Problem Identify and analyze the problem Collect and analyze data Consider possible solutions Choose the best option Implement the plan Observe, evaluate, and adjust the plan as needed

Diverse Workforce Analyze diversity trends in the US Language Disability Religion Gender Age Benefits of diversity Fewer lawsuits Increased productivity Higher morale Quality workers attracted to the company Decision making improves Better understanding of diverse customers Creation of positive ties with gov. agencies

Diverse Workforce (cont.) Encourage respect Show flexibility Examine assumptions, prejudices, stereotypes Explore different cultures Show patience in communicating Admit unfamiliarity with diverse customs and have a willingness to learn Show respect for different ideas Avoid stereotypical jokes Summarize discrimination Sex Race Color National Origin Language Religion Disabilities Age Sexual orientation Appearance

Discrimination Laws that protect Fair Labor Standards Act Equal Pay Act 1964 Civil Rights Act Age Discrimination in Employment Act of 1967 Immigration Reform and Control Act of 1986 Americans with Disabilities Act 1991 Civil Rights Act Sexual harassment

Teamwork Listen and communicate effectively. Follow up with responsibilities/assignments. Resolve conflicts. Motivate/inspire others. Support team goals. Show initiative. Accept assigned role(s). Share views, ideas and opinions in a positive manner. Be a problem solver, not a problem maker. Be open-minded and tolerant. Demonstrate trust. Stay focused.

Leadership styles Authoritative/Autocratic Participatory/Democratic Laissez Faire