1. Communication Important considerations Stuart Gray SGA

2. Communication Breakdowns Organisation Channels Inattention

3. Dysfunctional Communication Climate Little as possible vague and obscure chosen few information is power “bright ideas” from employees Don’t despair, have patience

4. THE TOP TEN THINGS TO SAY TO KILL COMMUNICATION

5. 10 “don’t give me any excuses, just get the job done.” 9 “I’m the boss and don’t you ever forget it.” 8 “either get with it or hit the road.” 7 “I don’t care what you think” 6 “we’ve always done it that way.”

6. 5 “you're not paid to think” 4 “because I said so” 3 “It’s company/ organisation policy” 2 “That’s stupid.” 1 “Never!”

7. Average person speaks at 140 WPM Average Person Listens at 400-600 WPM

8. What do you see as the greatest obstacle to effective communication?

9. Provide at least two examples of what you would call a “communication breakdown”

10. Provide at least two examples of a positive communication experience

11. Keys to effectiveness Manage your own speaking –give headlines up front –organize key points –manage the limits -- keep on track –seek feedback actively and periodically

12. Keys to effectiveness Make Listening Interventions –paraphrase the content –reflect the possible implications –reflect underlying feelings –invite further contributions –make nonverbal listening responses

13. 7 deterrents to listening Assuming in advance…. –Uninteresting –too simple –too complicated –communications overload –only the facts, the bottom line –talking is assertive… listening, passive –daydreaming

14. Receiving messages 10 rules for good listening –remove distractions –eye contact –smile/nod –hear main point –differentiate opinion and fact –control emotions –be patient

15. continued –Take notes –ask questions –rephrase to check for understanding

16. Communication Barriers Perception Semantics Noise Emotions Filtering Trust & Credibility Not Listening Time & Place

17. Non-verbals What do you see as the important non verbal aspects of communication? What do they mean? What kind of effect can they have?

18. messages Total Impact of a Message –words –facial expressions –vocal tones

19. When a message is both verbal and non-verbal, the nonverbal message may have more impact on the receiver than the words alone…. –Words = 7% –facial expressions = 55% –vocal tones =38%