1. Chapter 12 Communicating Effectively
Good communications and their importance
Obstacles to good communication
Listening
Directing people at work
Business
Meetings

2. Good Communications and Their Importance
Communications is a term that sums up the the sending and receiving of messages. It may take many forms.

3. Types of Communications
Interpersonal communication
Organizational communication
Two-way or open communication
Interviewing communication
Small group communication
Mass communication

4. The Communication Process
Sender
Expresses
meaning in
words or
symbols
Thinks
meaning of
message
Transmits
Message
Translates
words or
symbols
Receives
Message
Understands
and
accepts
meaning
Receiver

5. The Importance of Communication
The major function of a manager is to send messages.
Poor communication = problems.
The most neglected communication skill is listening (receiving).
A manager must listen to employees, as well as customers.

6. Obstacles to Good Communication
How Communicators Affect the Message
How Symbols Can Obscure the Meaning
Problems in Sending the Message
Problems in Receiving the Message
Removing Obstacles to Communication

7. Ways Communicators Affect the Message
Differences in background, education, past experiences, and intelligence.
Differences in attitude, opinions, and values.
Prejudices.
Differences in perception.
Assumptions and expectations.
Emotions.
Trust/Distrust.
Verbal,listening, and reading skills.
Hearing ability.

8. How Symbols Can Obscure the Meaning
I want to go
HOME!!
Symbols can be words, pictures, or body language.
Words are often misinterpreted due to vagueness and language barriers.
Body language or facial expressions may not match the speakers words.
Sure I’ll work
overtime!

9. Problems in Sending the Message
Bad timing
Not having receivers attention
Message is sent to the wrong person
Message sent with wrong means
Forgot to send message

10. Problems in Receiving Messages
Assumptions, attitudes, phrasing, etc. may obscure the meaning.
Receiver is preoccupied or not interested.
Message or delivery triggers a negative reaction.

11. 10 Ways to Remove Communication Obstacles
1. Build a climate of trust.
2. Send your message clearly and explicitly, take into account receivers abilities.
3. Send your message at the best time and have the receivers attention.
4. Send your message to the right person(s).
5. Choose the best means to send your message.
6. Make sure the message is understood, accepted, and acted upon.
7. LISTEN.
8. Be objective.
9. Avoid slang.
10. Never communicate angry.

12. Listening: Paying complete attention to what people have to say and hearing them out.
Benefits of good listening:
Solving problems, relieving tension
Getting the workers point of view
Building a positive work climate
Establishing good relationships
How?
Active Listening
Undivided attention
Hear the person out
Look for the real message
Keep emotion out of it
Maintain your role

13. Bad Listening Practices
Going off on tangents
Reacting emotionally
Cutting the speaker off
Distractions

14. Directing People at Work: assigning tasks, giving instructions, telling people how to do things, guiding and controlling performance.
Send a clear message: explicit, specific, and complete.
Get your message accepted: build trust, get the interest of the receiver, make sure the message is reasonable.
Make a positive impact. Put yourself on the employees level, talk to them person to person.
Follow the steps for giving instructions.

15. Steps for Giving Instructions
Step 1: Plan what your going to say, to whom, when, and where.
Step 2: Establish a climate of acceptance.
Step 3:Delivery instructions calmly and confidently.
Step 4: Verify understanding.
Step 5: Follow up: observe, check, assist, and evaluate your instructions.

16. Communication Zones: zones of comfortable communication
Personal space: 2-3 ft.
Social distance: 4-7 ft.
Public distance:7-25 ft.

17. Business Writing: Common Pitfalls
Too long, too wordy
Too vague
Too much jargon
Poorly organized
Purpose not clear
Sloppy: misspelling, incorrect grammar
Too negative
Indirect

18. Tips for Better Business Writing
Pay attention to who the reader will be, write from their perspective.
Organize your thoughts.
Use simple words.
Get to the point quickly.
Be positive.
Be natural, write as if you were talking.
Write clearly.
Show benefits.
Keep it short.
Always check your document for mistakes.

19. Meetings: Make them effective.
Be prepared: use an agenda.
Start on time: review agenda.
Summarize and move on.
Keep discussion focused.
Keep meeting minutes.
Have some rules of order.
Handle differences of opinion with respect.