1. Communication for Administrative Staff Dr. Carol Waters Director, Bi-National Center for Leadership, Education, Research and Public Service

2. Nature of Communication Communication is not a Subject-Object Activity! Mary Parker Follett, 1924, The Creative Experience, presents communication as a phenomenological activity Subject-----------------Object \ / Feedback “Giving of Orders” in 1926 introduced A novel concept: Good ideas do not come only from the person in charge. They may come from your staff! Consider the “law of the situation”

3. Elements of Communication 1. Giving: speaking, writing (and don’t forget – Body Language 2. Receiving: listening 3. Feedback

4. Who are you talking with? Understand your manager’s style Perfectionist –Wants order in everything Chaotic – Check Frequently Absentee—Use Initiative? Aggressive—Delay meeting? New—Use Tact, Anticipate Authoritative—Suggestions Participative—Build Ideas

5. Manner of Communication Electronic Personal Face to Face Telephone Written Messages Third Party Messages Body Language Tone Self-Respect & Confidence

6. Non-Verbal Communication Body Language Tone Degree of Self-Respect Degree of Confidence

7. Types of Communication Direct, brief, to the point Giving, receiving, exchanging

8. Listening Give full attention to the person speaking Make sure your mind is focused Let the speaker finish before you begin to talk Let yourself finish listening before you begin to speak Listen to main ideas Ask questions Give feedback Keep notebook

9. Emotional Intelligence Self-awareness – The ability to recognize your own emotions and how they affect your thoughts and behavior, know your strengths and weaknesses, and have self-confidence. Self-management – The ability to control impulsive feelings and behaviors, manage your emotions in healthy ways, take initiative, follow through on commitments, and adapt to changing circumstances. Social awareness – The ability to understand the emotions, needs, and concerns of other people, pick up on emotional cues, feel comfortable socially, and recognize the power dynamics in a group or organization. Relationship management – The ability to develop and maintain good relationships, communicate clearly, inspire and influence others, work well in a team, and manage conflict.

10. Responsibility What is your responsibility to your supervisor? What is your responsibility to your organization?

11. References Follett, Mary Parker. 1924. The Creative Experience. Follett, Mary Parker. 1926. “The Giving of Orders“Helpguide.org http://helpguide.org/mental/eq5_raising_em otional_intelligence.htm http://helpguide.org/mental/eq5_raising_em otional_intelligence.htm McNamara, Carter. “Basics in Internal Organizational Communications”