1. Objective 2.01

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

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

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

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

6. 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

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

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

9. 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

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

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

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

13. 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

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

15. 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

16. 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

17. 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

18. 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

19. 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.

20. Leadership styles Authoritative/Autocratic Participatory/Democratic
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