1. Communication Skills

2. Concepts Words Mean Different Things to Different People.
The Initiation of a Message Provides No Assurance It Has Been Received.
Communications Often Become Distorted as They Are Transmitted.

3. Why is Communication Important?
Everything a manager does involves communication.
Effective communication skills can lead to problems for the manager.
Communication of content
Supportive communication

4. Communication of Content
Channel choices
In person
Telephone
Written
Third party

5. Supportive Communication
A focus on processes.
Two categories:
Coaching: giving advice, direction or information to improve performance… focus on abilities
Counselling: helping the person understand and resolve a problem themselves by displaying understanding… focus on attitudes

6. What Is the Interpersonal Communication Process?
Sequential Steps
Encoded
Transmitted
Decoding
Noise
Feedback

7. Exhibit 3-1: The Communication Process Model

8. Basic Interpersonal Communication Skills
Avoid Barriers to Communication.
Send Understandable Messages: Effective communication.
Actively Listen.
Utilize Non-verbal Signals.
Give and Solicit Meaningful Feedback.
Adapt to Diversity of Communication Styles… try multiple channels

9. What Are the Barriers To Communication?
Frames of Reference
Semantics
Value Judgments
Selective Listening
Filtering
Distrust

10. Attributes of effective communication
Problem oriented not person oriented
“I don’t like the way you dress for work.”
“You are not very professional.”

11. Attributes of effective communication
Congruence versus incongruence
Mismatch between what one feels/thinks and what one says
“I’m disappointed that we didn’t reach our target and that we aren’t getting our bonuses.”

12. Attributes of effective communication
Descriptive versus evaluative
Avoid judgment
How:
describe objectively;
focus on the behaviour and your reaction not the other’s attributes;
focus on solutions
“You screwed up”

13. Attributes of effective communication
Invalidation:
Superiority
Rigidity
Indifference
impervious
Validation:
Respectful
Flexible
Two way communication
Identify areas of agreement

14. Attributes of effective communication
specific not global
“you never ask for my advice”
“You are lazy”

15. Attributes of effective communication
Conjunctive not disjunctive
Lack of equal opportunity to speak?
Extended pauses?
Who controls the flow?
A continuum…

16. Attributes of effective communication
Owned not disowned
Use of “I statements” not “you or other statements”
“I’ve heard that you…”

17. Attributes of effective communication
Two way not one way
Listening by responding

18. Exhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
Make sure your comments are intended to help recipient.
Speak directly and with feeling.
Describe what the person is doing and the effect the person is having.
Don’t be threatening or judgmental.
Be specific, not general (use clear and recent examples).
Give feedback when the recipient is open to accepting it.
Check to ensure the validity of your statements.
Include only things the receiver can do something about.
Don’t overwhelm the person with more than can be handled.

19. Exhibit 3-2: Guides for Giving and Receiving Feedback (continued)
Criteria for Receiving Feedback
Don’t be defensive.
Seek specific examples.
Be sure you understand (summarize).
Share your feelings about the comments.
Ask for definitions.
Check out underlying assumptions.
Be sensitive to sender’s nonverbal messages.
Ask questions to clarify.

20. How Do You Receive and Understand Messages Accurately?
Listening
Active Listening
Sensing
Attending
Reflecting

21. How Can You Utilize Nonverbal Cues?
Visual
Tactile
Vocal
Time and Space

22. Exhibit 3.3: Means of Nonverbal Communication
VISUAL
Components Examples Meanings Communicated
Image Clothing, hygiene Values, competence
Facial Expressions Frown, smile, sneer Unexpressed feelings
Eye Movements Looking away, staring Intentions, state of mind
Posture Leaning in, slumped Attitude
Gestures Handshake, wave Intentions, feelings
TACTILE
Touch Pat on the back Approval
Gentle touch on an arm Support and concern

23. Exhibit 3.3: Means of Nonverbal Communication (continued)
Components Examples Meanings Communicated
How things are said Loudness, pitch, rate Different meanings, e.g.
Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval
VOCAL
SPACIAL
Body closeness 0 – 2 feet Feelings of intimacy
Furniture arrangement Large pieces far apart Formal and serious

24. How Can You Adapt to Diversity of Communication Styles?
Differences in Communication Styles
The Socializer
The Director
The Thinker
The Relater

25. Cultural Differences

26. Gender Differences

27. How Can You Facilitate Communication with Diversity?
Assume Differences
Emphasize Description
Empathize
Treat Interpretations as Guesses