Download Effective Communication

Team 7 presents:
Effective
Communication
Bolanle Adana, Ryan Beyers & Sunil Mundla
What is Communication?
= Transfer of Message
idea
intent
emotion
feeling
information
ect.
That is both received and UNDERSTOOD
Why do we need communication?
Information gathering.
Awareness.
Empowerment.
Education.
Behavior change.
Motivation.
Social mobilization.
Support.
Effective Communication
Message
Understood
Message
Received
Communication
Desired
Action
“the entire message is clearly understood
and responded to completely within the
timeframe requested”. (Shetcliffe, 2004)
Boss to his employees –
---“I want the report”.
---“I want the sales report on my table by end of the
day today and the employee who submits the report
at the earliest will get a treat from my side at the
cafeteria”.
Communication ---- I want water.
Effective Communication--- I want a
glass of ice water from that red jug on
the table.
Communication Levels
Community
Level
One on One Level
Communication
Levels
Team or
Unit Level
Company Level
One-on-one
Team or unit level
Team or unit level
Company level
Community level
Role of communication
in
Total Quality
Process of Communication
•
Team 7 presents: the components of
communication
Medium
Sender
•
•
Receiver
Message
Four categories of Media
Medium
Medium
Verbal
Non-verbal
Medium
Medium
Written
Electronic
Verbal:
Lectures, face-to-face conversations, telephone
conversations, press conferences.
Non verbal:
Stop sign, red light, smile, body language.
Written:
Letters, billboards, books, newspapers.
Electronic:
Emails, television.
Inhibitors of Communication
Lack of
Trust
Differences
in
Meaning
Condescending
Behavior
Information
Overload
Premature
Judgments
Inaccurate
Kill-theAssumptions Messenger
http://www.youtube.com/watch?v=_OnLiA8gbmo
(Goetsch & Davis, 2010, pp. 237-239)
Interference
Inhibitors of Communication
Delegation of
Communication
(Lapin, 2004)
Fear
A conducive
communication climate
This is a climate that “gives
people the information they
need to do their jobs well
and also builds morale and
encourages creativity”
Corwin P King.
Communication Climate
that is not conducive
Communicating with peers
as little as possible
 Being secretive and
mysterious
Being vague and obscure
Communicating with only a
few individuals
Communication by Listening
Listening is one of the most important
communication skills
•
“The success of communication is measured
not by how well the communicator speaks or
writes but how well the listener has heard”
(Lapin, 2004).
FEMA says: Forty-five percent of
time spent communicating is
listening
Listening vs. hearing
•
Hearing is a natural process of perceiving audible
stimuli while listening requires voluntary perception
Effective Listening
•
Effective listening means receiving the
message, correctly decoding and
accurately perceiving its meaning
Improving listening skills
•Upgrade your desire to
listen
•Ask the right questions
•Evaluate what is being
said
•Eliminate listening
errors
•Listening emphatically
•Listening Responsively
Listening emphatically
•Listening with the intent to
understand
•Attempting to fully understand
•There are different levels of
listening, ignoring, pretending,
and selective listening.
•Empathetic listening is the
highest level of listening
Listening Responsively
Descriptors of
responsive listening
•Active
•Alert
•Vigilant
•Sensitive
•Creative
Tips for responsive listening
•
Slow down
•
Allocate your listening time
•
Concentrate
•
Be unbiased
•
Be a pleasant listener
•
Understand completely
Inhibitors of Listening
Activity
Form Groups of 2
Write an example dialogue involving
the 12 Blocks to Listening Effective
Act out
Dialogue
(McKay, M. Davis, & Fanning, 1983, pp. 1619)
NON VERBAL COMMUNICATION
Body
Voice
Proximity
Expression
Tone
Positioning
Posture
Volume
Physical Arrangement
Dress
Pitch
Fixtures
Gestures
Rate of Speech
Room
FACTORS
Poor Handshaking
Poor Posture
Yawning
Talking with Hands
•
2 Volunteers
Effective Feedback
What is Feedback?
What Feedback is not?
Giving Feedback
Receiving Feedback
Poor Positioning
Verbal Communication
Verbal Communication tips

Show interest

Be friendly

Be flexible

Be tactful

Be courteous

Ask questions
Asking questions effectively

Drop your defenses

State your purpose

Acknowledge emotions

Use open-ended questions and phrase questions
carefully
Asking questions
•
What is your idea of a good speaker?
Communication in Writing
Effective Feedback
Asking
For
Feedback
Acting
On
Feedback
Giving
Feedback
Cont.
Flow
Receiving
Feedback
Accepting
Feedback
How Interpersonal Skills
Affect Communication
Personality &
Communication
http://www.youtube.com/watch?v=m2upjBWRrfU&fea
ture=related
Improving Communication
Effective Communication
and total quality
Communication involves creating, shaping and
maintaining relationships and enacting shared values,
common culture, agreed goals, and means for their
achievement” (Clegg, 2005).
If total quality is the engine, communication is the oil
that keeps it running.
Without communication, total quality breaks down.
Role of Communication in
total quality
Communication plays the role of the facilitator in total quality
•
•
The key components of total quality are highly dependent on communication to function.
•
Customer focus
•
Total employee involvement and empowerment
•
Leadership
•
Teamwork
•
Decision Making
•
Problem preventions
•
Problem solving
•
Conflict resolution
References
•
•
•
•
•
Goetsch, D., & Davis, S. (2010). Quality management for organizational
excellence : introduction to total quality (6th ed.). Upper Saddle River N.J.:
Prentice Hall.
McKay, M., Davis, M., & Fanning, P. (1983). Messages, the communication
book. Oakland CA: New Harbinger Publications.
Clegg et al. 2005, Managing and Organizations. SAGE publications, London, pg.
315
Lapin, David, 2004, It’s Communication, Stupid!, PM. Public Management,
Washington, Vol. 86, Iss. 1; pg. 32
Shetcliffe, John, 2004, Managing Regular Communication, Insurance Brokers’
Monthly and Insurance Advisor, Lye, Vol. 54, Iss. 4; pg. 18, 3 pgs