1. INTERPERSONAL COMMUNICATION

2. COMMUNICATION PROCESS  the transfer of information and understanding from one person to another  Why?  81% of the manager’s day  Up to 14% of a typical workday is wasted because of poor communication.  Survey of 200 Fortune 500 top executives:  Biggest reason managers fail is poor interpersonal and communication skills

3. COMMUNICATION PROCESS  Transfer of information and understanding Person A Encodes Information Person B Senses Decodes Information

4. COMMUNICATION PROCESS  Transferring and understanding of meaning Person A Encodes Information Person B Senses Decodes Information Medium

5. Email/Electronic Media Tradeoffs         Bottom Line? – –

6. COMMUNICATION PROCESS  Transferring and understanding of meaning Person A Encodes Information Person B Senses Decodes Information Medium Noise

7. COMMUNICATION BARRIERS  Physical Barriers  Semantics/Jargon  Jargon: Terminology specific to a particular profession/group  Personal Barriers  ego, credibility, skill  Emotions

8. COMMUNICATION BARRIERS  Filtering  Frame of reference  Beliefs, values and expectations influence how we interpret meaning  Poor listening  Cultural and gender differences

9. Cross Gender Communication  Women say 22-25,000 words a day  Men?  Direct vs. Indirect communication  Status/independence vs. connection/intimacy  Consider greeting styles  Apologies, Praise

10. Cross Cultural Communication  Language  Physical Space  Greeting  Eye contact  Time  Leisurely vs. impatient  Task vs. Relationship  Monochronic vs. Polychronic (also a gender a differences)  Direct/Indirect  High Context

11. OVERCOMING THE BARRIERS  Encourage feedback  Simplify Language  Genderflex  Avoid physical and psychological interference  Use face-to-face communication  Listen Actively  Ask yourself:  What do I look like?  Sound like?  Say?  How well do I listen?

12. ACTIVE LISTENING IS... ...The MOST effective way to overcome the barriers to effective communication. ...NOT hearing. ...ESSENTIAL to managerial success.  40% of workday  Survey of 300 personnel directors:  Most important skill in becoming an effective manager ...a skill we typically do not perform well.

13. ACTIVE LISTENING  Make eye contact  Empathy  Suspend judgment  Ask questions  Paraphrase  Listen for themes/ideas  Resist distractions  Listen to what’s not said