1. Communicating at Work
Includes material from Guffey Text Chapter 1

2. Communication Communication is: The process of sending
and receiving messages.

3. Critical Thinking
Why should your strive to improve your communication skills? Why is it difficult to do?
Recall a time when you experienced a communication problem . What were the causes of the problem? What were possible remedies?

4. Activity
Following verbal instructions

5. The Communication Process Basic Model1.
Sender has idea 2.
Sender encodes idea in message 3.
Message travels over channel 4.
Receiver decodes message
40-60% Loss of Meaning Between Step 1 and 4 6

6. Miscommunication Example

7. The Communication Process Basic Model5.
Feedback travels
to sender 1.
Sender has idea 2.
Sender encodes idea in message 3.
Message travels over channel 4.
Receiver decodes message 7

8. Feedback: 4 Horsemen of the Apocalypse of Communication
Rationalizing/Defensiveness
Criticizing/Attacking sender
Contemptuousness/Sarcasm
Silent treatment/Stonewalling
Source: Gottman 7 Principles for Making Marriage Work

9. Relationships and Communication
Relationship required for communication to occur
4-horsemen undermine foundation of relationships (trust/respect)
Focus on de-escalating
Naming/validating feelings
Apologize
Refocus on common goals
RELATIONSHIP
TRUST
RESPECT

10. The Communication Process Basic Model5.
Feedback travels
to sender 1.
Sender has idea 2.
Sender encodes idea in message 3.
Message travels over channel 4.
Receiver decodes message 6.
Possible additional feedback to receiver 8

11. Barriers to Interpersonal Communication
Bypassing
Differing frames of reference
Lack of language skills
Lack of listening skills 10

12. More Barriers to Interpersonal Communication
Emotional interference
Physical distractions
Competition for power, status, rewards 13

13. Organizational Communication Barriers
Closed culture
Top-heavy structure
Many layers (long lines of communication)
Lack of trust (fear of reprisal) 12

14. Which organizational communication barriers contributed to this message distortion:

15. Overcoming Barriers Realize communication is imperfect
Adapt message to receiver
Choose effective channel(s)
Improve language and listening skills
Question assumptions/ preconceptions
Plan for feedback 22

16. The End