Communicating Effectively CHAPTER 4 Communicating Effectively Overview The Importance of Good Communication Why Communication Is So Important Obstacles to Good Communication Listening Directing People at Work Business Writing Meetings Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

The Importance of Good Communication CHAPTER 4 Communicating Effectively The Importance of Good Communication Communications is a term that sums up the sending & receiving of messages. The way employees communicate can make or break a company. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Types of Communications CHAPTER 4 Communicating Effectively Types of Communications Interpersonal communication – The sending and receiving of messages between people. Organizational communication – Messages move up and down the organizational levels. Two-way or open communication – Messages move freely back and forth from one person to another, or up and down the ladder as well Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Types of Communications CHAPTER 4 Communicating Effectively Types of Communications Interviewing communication – A conversation with a purpose. Small group communication – Three or more communicate to influence one another. Mass communication – Messages sent to many via newspapers, magazines, books, radio, television, etc. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively The Communication Process Six elements of a successful communication. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Why Communication is So Important CHAPTER 4 Communicating Effectively Why Communication is So Important Most supervisors probably think of themselves as senders rather than receivers, and most of the time they are. Many do not realize the importance of receiving as well. Poor communication = problems. Good leaders talk to their people informally to build working relationships, a positive climate, & a sense of belonging. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Obstacles to Good Communication CHAPTER 4 Communicating Effectively Obstacles to Good Communication Communicators Affect the Message Symbols Can Obscure The Meaning Problems in Sending the Message Problems in Receiving the Message Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Obstacles to Good Communication CHAPTER 4 Communicating Effectively Obstacles to Good Communication 1. Communicators Affect the Message Differences in background, education, past experience, and intelligence can often cause communication difficulties. Associates also differ in attitudes, opinions, and values , and these differences can inhibit communication or garble messages. Prejudices, assumptions, and expectations can distort communications. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Obstacles to Good Communication CHAPTER 4 Communicating Effectively Obstacles to Good Communication 2. Symbols Can Obscure The Meaning Words are often misinterpreted because they can have several meanings. Nonverbal communication – signs, gestures, and body language to convey specific meanings. People also convey feelings and attitudes unconsciously, through facial expression, tone of voice, intonation, gestures, and body language. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Familiar symbols that convey feelings without words. CHAPTER 4 Communicating Effectively Figure 4.3 Familiar symbols that convey feelings without words. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Obstacles to Good Communication CHAPTER 4 Communicating Effectively Obstacles to Good Communication 3. Problems in Sending the Message If you send messages at the wrong time, to the wrong people, by the wrong means, they may never reach its destination. To get a message through, you must choose the right means of sending it. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Obstacles to Good Communication CHAPTER 4 Communicating Effectively Obstacles to Good Communication 4. Problems in Receiving the Message When the receiver hears or reads a message, the meaning may be obscured by the way it is phrased or by something left out, assumptions, and so on. Sometimes the receiver is preoccupied with something else or not interested enough to listen carefully. Sometimes a message or the way it is delivered will trigger emotions that make it unacceptable. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively Listening Paying complete attention to what people have to say & hearing them out. The most neglected part of the communication process & sometimes the most important! It is a learnable management skill. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Bad Listening Practices CHAPTER 4 Communicating Effectively Bad Listening Practices Going off on tangents. Reacting emotionally. Cutting off the flow of the message. Probing, interrogating, assigning blame, or analyzing motives only complicates matters. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively How to Listen Give the other person your undivided attention. Hear the person out. Look for the real message. Keep your emotions out of the communication. Maintain your role. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Directing People at Work CHAPTER 4 Communicating Effectively Directing People at Work Send a clear message: explicit, specific, & complete. Get your message accepted: build trust, get the interest of the receiver, make sure the message is reasonable. Make a positive impact: put yourself on the employee's level, talk to them person to person. Follow the steps for giving instructions (see next slide). Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Making a Positive Impact CHAPTER 4 Communicating Effectively Making a Positive Impact Your message must have a positive impact People often make the mistake of talking to others from a position of power The situation affects your communication style, and it’s too easy to let your emotions take over Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Emotional Intelligence (EI) CHAPTER 4 Communicating Effectively Emotional Intelligence (EI) Often measured as EI Quotient (EQ). EI is defined as “the ability to manage ourselves & our relationships effectively.” Critical components include: Self-awareness Self-regulation Motivation Empathy Social skill Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively Giving Instructions Step 1: Plan what you are going to say, to whom, when, & where. Step 2: Establish a climate of acceptance. Step 3: Deliver instructions calmly & confidently. Step 4: Verify understanding. Step 5: Follow up: observe, check, assist, & evaluate your instructions. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Computer & Telephone-Aided Communication CHAPTER 4 Communicating Effectively Computer & Telephone-Aided Communication Today, vital information can be communicated far more quickly. Networked computer systems link corporate & independent hospitality businesses to one another, the supply chain, & various information sources via the World Wide Web. Now there is communication through: Email and Instant Messaging Voice-mail Intranets and Extranets Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively Social Media Twitter Facebook Instagram Intranet Extranet Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively Business Writing Some common problems include: Too long, too wordy Too vague Too much jargon Poorly organized Purpose not clear Sloppy: misspelling, incorrect grammar Too negative Indirect Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

Communicating Effectively CHAPTER 4 Communicating Effectively Meetings Make them effective: Be prepared: use an agenda. Start on time: review agenda. Summarize & move on. Keep discussion focused. Keep meeting minutes. Have some rules of order. Handle differences of opinion with respect. Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.