Download Effective Workplace Communication 1

Effective Workplace Communication
Effective Workplace
Communication
Learning Objectives
 Describe the qualities of a good communicator
 Recognize common roadblocks to effective communication
 Identify skills for improved communication
 Develop a personal action plan for communication
improvement
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Qualities of a Good Communicator
 respect
 honesty
 empathy
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Effective Workplace Communication
Roadblocks to Effective Communication
 poor communication skills
 excessive size and
complexity of work
organization
 multiple levels of hierarchy
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Roadblocks to Effective Communication (cont’d)
 work overload
 lack of a trusting
organizational climate
 previous negative
experiences
 poor role models
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Roles of the Sender
 Use “I” statements.
 Use clear and concise language.
 Maintain good eye contact.
 Respect the receiver’s perspective.
 Adopt an open posture.
 Ask for feedback.
 Allow time for input or questions.
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Effective Workplace Communication
The Receiver's Role
 Avoid assumptions.
 Focus on the sender, not on other thoughts.
 Avoid interrupting or changing the subject.
 Maintain good eye contact.
 Respect sender’s feelings, perceptions and opinions.
 Summarize what has been heard.
 Ask clarifying questions.
 Find common ground.
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Reasons People Distort Communications
 distractions in the room
 negative feelings toward or
previous experiences with
the other person
 thinking of other things
 emotions
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Reasons People Distort Communications (cont’d)
 too much information or
confusing information
 lack of interest in subject
matter
 fatigue
 negative self-talk
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Effective Workplace Communication
What Is Nonverbal Communication?
 Nonverbal communication
is the act of passing
messages with actions
rather than words.
 It is often more powerful
than words.
 Nonverbal messages
should match our verbal
messages.
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Types of Nonverbal Communication
 facial expressions: smile,
frown
 gestures and body
movements: head nodding
or shaking, raised eyebrows,
jaw clenched
 body posture: arms crossed,
relaxed open posture
 eye contact: direct, steady,
looking away
 voice tone and speed
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Feedback Is …
 when the listener tells the
speaker about the impact
the message had
 when people tell us how
they feel about our work
performance, attitude or
behaviors
 not to pass judgment on
the person receiving it
 to provide helpful
information, guidance and
support
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Effective Workplace Communication
Constructive Feedback
 learn more about yourself
 increase self-awareness
 encourage personal and
professional development
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Types of Feedback
 Confirmatory feedback:
lets the recipient know she
is on course
 Change-oriented
feedback: lets the
recipient know he is
ineffective or has
wandered off course; also
tells him what he needs to
get back on track
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Conflict Management Styles
 the turtle (the avoider)
 the shark (the competitor)
 the teddy bear (the
accommodator)
 the fox (the compromiser)
 the owl (the collaborator)
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Effective Workplace Communication
Giving Change-oriented Feedback
 Give it in the spirit of caring, respect and responsibility.
 Be clear, specific, brief and to the point.
 Focus on the recipient’s behaviors rather than on personality
characteristics.
 Refer to behaviors that can be changed.
 Be descriptive rather than evaluative.
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Giving Change-oriented Feedback (cont’d)
 Give it in moderate doses.
 Make it timely.
 Invite collaboration.
 Give it in a manner that leaves
the recipient with a choice.
 Offer alternatives or give
suggestions.
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Receiving Change-oriented Feedback
 Receive feedback with an
open mind.
 Listen carefully to the
feedback rather than
immediately rejecting it.
 Be clear about what is
being said.
 Avoid jumping to
conclusions, becoming
defensive or arguing.
 Ask that the giver
maintain a respectful
approach.
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Effective Workplace Communication
Receiving Change-oriented Feedback (cont’d)
 Check it out with others; don’t rely on one source.
 Allow yourself time to decide what you will do with the
feedback.
 Ask questions for clarification.
 Ask for additional feedback or suggestions if what was given is
inadequate or unhelpful.
 Thank the person for providing the feedback.
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What Is Conflict?
Interaction marked by
efforts at hindering,
compelling or
controlling—and by
resistance and retaliation
against those efforts
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Benefits of Conflict
Conflict can benefit the workplace because it:
 causes change to occur
 coincides with cooperation
Resolved conflict leads to:
 increased employee
performance
 more satisfied employees
 less stress
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Effective Workplace Communication
Common Causes of Conflict
 differences in values,
interests, goals,
personalities,
perceptions, opinions or
styles
 poor communication skills
 using the same solutions
over and over
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Systematic Conflict Resolution Process
 Recognize the conflict.
 Understand the conflict.
 Plan a strategy.
 Implement the strategy.
 Review the results.
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Improving Communication Effectiveness
 Regularly review your
personal action plan.
 Set realistic, achievable
goals.
 Set aside time to work on
your plan.
 Watch people
communicate—at work, on
talk shows, in public places.
 Join a speaker’s group.
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Effective Workplace Communication
Improving Communication Effectiveness (cont’d)
 Work with 2 other
people—practice
talking, listening and
observing.
 Read self-help
books and attend
workshops.
 Ask for feedback
from others.
 Become a good
listener.
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Conclusion
 Respect, honesty and empathy are the foundations upon which
effective communication skills are built.
 Interpersonal communication is a two-way process with each
party responsible for his part in the process.
 Becoming an effective and skillful communicator requires
practicing skills with others.
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What Types of Concerns Are Addressed by the EAP?
 planning for significant life events such as marriage or the birth
of a child
 depression, anxiety, stress, grief and loss
 strengthening relationships
 achieving personal and professional goals
 addiction assessment and treatment recommendations
 work/life balance
 planning for a strong financial future
 sorting through legal matters
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Effective Workplace Communication
Contact Your EAP
Contact your EAP for help with any personal issue:
 Available 24/7/365
 Free
 Confidential
 Toll free at: (877) 397-1032
 Achieve Solutions® website at www.achievesolutions.net/cvt
Thank you for participating in today’s training!
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