Download Effective Communication

EFFECTIVE
COMMUNICATION
Communication
 “the lubricant of
organizations…”
Communicating:
Vital aspect of
management
The art of being able to
structure and transmit a
message in a way that
another can easily
understand and/or accept
Types of Communication
 Verbal
 Oral
 Written
 E-mail
 Nonverbal
 Expression
 Expressive behaviors
 Body language
Communication Distinctions
 Formal/Informal
 Official/unofficial information exchange
 Vertical/horizontal
 Superior-subordinate/peers
 Personal/impersonal
 Situation of mutual influence/exchange
without mutual influence
 Instrumental/expressive
 Necessary for job/nonjob information
transmission
Sender-Receiver Model:
Each single communication 5
steps
 message formation
 message encoding
 message transmission
 message reception
 message decoding
PATHWAY BETWEEN 2 PEOPLE- INTERACTION OCCURS
PERCEPTION AND
INTERPRETATION FORM FILTERS
FOR MESSAGES
Creates potential for
communication breakdown:
Result=miscommunication
USE SIMPLICITY, CLARITY, APPROPRIATE
TIMING,
RELEVANCE, ADAPTATION TO CIRCUMSTANCES,
AND
CREDIBILITY
Communication
Networks
Chain
Wheel
Y
Circle
All-channel
Effectiveness of
Communication
 Related to timing
 Related to choice of channel
 Related to message
structure
 Related to delivery style
 Related to mode
NURSING AND HEALTH
CARE COMMUNICATION
IS COMPLICATED BY
JARGON!
FEEDBACK
- Related to
communication
- Related to morale
- Sequelae of
delegation
FEEDBACK AND CRITICISM
 Both constructive/negative criticism
exist
 Use feedback constructively to
improve individual and team
productivity and performance
 Affects morale, motivation and team
cohesiveness
 Leader directed feedback is powerful
tool in shaping behavior of team as
team
Four Types of Feedback
 Clarifying
 restating instructions, making sure there is no
confusion
 Interpretive
 involves making observation of the team’s
behavior
 Judgmental
 involves drawing conclusion in form of value
judgment
 Personal reaction
 gives information about your personal feelings
Communication
Strategy:
Responding to Criticism
 Ask for more information
 Agree with the critic
 Use listening skills to guide
the critic toward the real
problem source
CONSTRUCTIVE
CRITICISM
 Not focused on blame
 Not person’s characteristic, attack,
defamation of character
 Focused on an analysis of the
problem
 Positive critiquing includes:
 BALANCING THE POSITIVES AND NEGATIVES
 POINTING OUT PROBLEMS AND SOLUTION
OPTIONS
Appearance and
behavior combine to add
to the total
communication
ORGANIZATION
COMMUNICATION
 Group dynamics
 Multiple people, influence,
personalities, politics
 Types of information
transmission, flow of formal and
informal information
Six Areas of Organizational
Communication Problems
 Accessibility of information
 Communication channels
 Clarity of messages
 Span of control
 Flow control/communication load
 Individual communicators
SPECIFIC COMMUNICATION
PROBLEM AREAS
 Verbal abuse
 Sexual harassment
Communication Styles
Passive
Aggressive
Passive-aggressive
Assertive
Communication Intervention
Techniques
 Assertive communication
 Shift your focus
 Create a positive open attitude
 State your perception
 Establish mutual goals
 Use of “I” messages
 Incorporate balance
 Include strengths, review contributions
 Solicit feedback