1. Communication The ability to communicate well, both orally and in writing, is a critical skill for allability to communicate Chapter 15: pp. 359-367; 370-376; 384-386

2. Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a total mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?

3. Communication Goals Effective communication when the intended message of sender is identical to the interpretation by the receiver Efficient communication Proper resource use (time/cost/effort, etc.) –Potential trade-offs between effectiveness and efficiency must be recognized. Goals:

4. The Communication Process Sources of “Noise”: Poor choice of channels. Poor written or oral expression. Mixed message (Content vs. Context) Physical Distractions Environment. Biases, Filtering Failure to recognize nonverbal signals.(Gestures = 70% of communication)

5. Communication Channel/Medium options. Written Oral Personal

6. Match Messages with Better Medium 1.Staff meeting planned for Friday of next week 2.Layoffs are imminent. Twenty percent of the staff will be losing their jobs in 90 days. 3.Staff member is fired 4.Salesperson of the month is named 5.Sales are up 10 percent 6.Company president announces new product 7.Company will be moving to a new city next year 8.Health benefits are changing in January A.Individually face-to-face B.Small group meeting C.Large group meeting D.E-mail E.Telephone F.On-Line meeting G.Memo H.Letter I.Handwritten Note

7. Communication Barriers Filtering: Selective Disclosure Selective Perception –Self serving? Information Overload –Relevant vs. Irrelevant Jargon-Language –Complex, interpretation Gender –Venus v. Mars Culture –Individualistic v. Collectivist Remedies Clear Language Delay Judgment Control Emotions Listen-ACTIVELY –Engaged –Attentive –Clarify Feedback –Open–Ended questions –Restated understanding –Watch Body Language

8. Perceptual Distortions Halo Effect ONE ATTRIBUTE rules Projection Individual >>>>others Stereotype Group >>>> Individual Selectivity SELF-SERVING VIEW Cultural Influence

9. CLEAR Communication = C oncise (simple conversational language) L ogical(context plus logical steps) E mpathetic (identify with your reader) A ction-Oriented (explain what you want the reader/listener to do) R ight (all key facts; correct spelling

10. © 2008 Prentice Hall, Inc. All rights reserved. 12–10 EXHIBIT 12–5Using Simple Language? Source: DILBERT, reprinted by permission of United Feature Syndicate, Inc.

11. Feedback criteria Positive is Readily Accepted… Negative = more difficult Valid - based on facts and goal oriented Actionable –helps individual remedy or reinforce controllable behavior Specific – focused on observed-controllable behaviors –Provides specific EXAMPLES of + and - Timely – Given at a time when the receiver is “willing/able” to accept it (e.g. not tired or emotional) Understandable – Clearly stated so They “get it”

12. Delegation Clearly explain the assignment / task Ensure the Delegatee has proper K-S-A Specify: – Expected outcomes –Operating parameters:(time, method, decision) –Agree on Goals and Controls THINK… MBO

13. Communication Considerations Content = The Message, Context = The Setting/Environment Consumer = the Recipient Channel = The Medium Body Language = Posture/Appearance/Style Projection = Tone, Volume, Clarity, Confidence

14. Exercise