COMMUNICATION PACE Series on Workplace Ethics The Academy of Irving ISD

Communication Effective listening Effective listening Good communications skills Good communications skills Being friendly Being friendly

2004 “We read, write, speak, listen, and think in words. The words we know touch everything we do. Increase your learning power by discovering new words.” Select Agendas, 2004

Communication Based on something that conveys meaning: the message Based on something that conveys meaning: the message verbal (spoken or written) nonverbal (body language, physical appearance, or vocal tone) context—or place and time—of the communication makes a big impact on how it will be received

Communication Sender’s worst assumption … message received as intended Sender’s worst assumption … message received as intended Assume that something will go wrong Take steps to prevent that occurrence Barriers to good communications Barriers to good communications Always present Language itself can be a barrier— unclear wording, slang, jargon, the tone Failure of the sender to realize that his or her body language might contradict the spoken message Channel used to convey the message might be wrong Poor listening skills

Communication Non-Verbal People telegraph intentions and feelings whether aware of it or not People telegraph intentions and feelings whether aware of it or not Unintentional senders Whatever goes on inside shows outside Conveyed messages go far beyond words spoken Conveyed messages go far beyond words spoken Tone of voice Body language Comes particularly from the face, eyes, body, clothing, gestures, and touch

Communication Non-Verbal Be careful to interpret signals correctly Be careful to interpret signals correctly Crossed arms might be expressing defiance, but might also just be feeling cold Check out facial expressions and other nonverbal signs to determine correct reading Depend on reading of facial expressions to judge feelings Depend on face as most trustworthy indicator of emotions such as happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and embarrassment

Communication Non-Verbal Eyes convey much meaning Eyes convey much meaning eye contact—or a lack of it—might tell about person’s confidence, friendliness, honesty, or desire to dominate narrowed eyes suggest anger, irritation, or doubt pupils signify interest or disinterest pupils dilate when person is interested or excited … grow smaller when person is bored or uninterested brow area and narrowing of eyes tell receiver much frowns, scowls, and raised eyebrows indicate displeasure or intensity

Communication Non-Verbal Body is another rich source of nonverbal confirmation or denial of our verbal message Body is another rich source of nonverbal confirmation or denial of our verbal message Draw conclusions about people before words exchanged based on sex, posture, height, weight, and skin color Draw conclusions about people before words exchanged based on sex, posture, height, weight, and skin color People stereotype others by thinking that tall people make good leaders, overweight people are jolly, and women are too emotional Notice how senders of messages hold their bodies

Communication Non-Verbal Crossed arms a sign of defensiveness, defiance, or withdrawal Crossed arms a sign of defensiveness, defiance, or withdrawal Hands on hips signal goal oriented or ready and able to take something on Hands on hips signal goal oriented or ready and able to take something on Leaning back in chair with hands clasped behind the head interpreted as sign of superiority, smugness, or authority Leaning back in chair with hands clasped behind the head interpreted as sign of superiority, smugness, or authority A slouched posture means humiliation, defeat, or submission A slouched posture means humiliation, defeat, or submission

Communication Non-Verbal Method of shaking hands … Method of shaking hands … Bone-crushing grip seen as desire to dominate Limp grasp sign of insecurity or negative outlook on life Mechanical pumping up and down in series of convulsive jerks suggests mental rigidity, strong will, and inflexibility Be very careful with touching others at work because of harassment issues Be very careful with touching others at work because of harassment issues

Communication Oral Successful communicators Successful communicators Full responsibility for success in process Take responsibility for ensuring what’s heard is understood Recognize barriers to good communications exist Speak in simple, grammatical, and understandable terms Give examples, ask for feedback, rephrase, and make it easy to get true intent of communications

Communication Listening Without proper listening, communication does not occur Without proper listening, communication does not occur Effective listening is … Effective listening is … Active participation in a conversation Helps speaker become understood Must hear and not assume what is said Must hear and not assume what is said

Communication Listening Listeners … Listeners … Passive listener … Attentive Does not assist speaker Active listener … Sit or stand alertly Maintain eye contact with speaker Concentrate on speaker’s words Make verbal responses Summarize parts for clarification Difference in speed: speak vs. listen … time lag in conversations Difference in speed: speak vs. listen … time lag in conversations

Communication Listening Good listeners … Good listeners … Do not daydream during lag Use time to organize what is being said and relate to message Guards against distractions to message Speaker’s mannerisms, accent, dress or grooming, language style, or delivery Speaker’s mannerisms, accent, dress or grooming, language style, or delivery Distracting if not tuned out Avoid letting first impressions of speaker hinder ability to hear message Don’t interrupt to interject own thoughts Don’t interrupt to interject own thoughts

Non-Verbal Communication Received through your tone of voice Received through your tone of voice Through your body language Through your body language Through your eye contact, facial expression and Through your eye contact, facial expression and Even through the way your dress Even through the way your dress