Download 3. Communication awareness ÅD

COMMUNICATION AWARENESS
SOURCES OF ERROR
IN HUMAN COMMUNICATION
!   We believe we know what others see, experience, think and feel
!   We believe we understand the meaning of the contents
of the message
!   We usually express our message in words and believe that
this should suffice for the message to get through and be
understood by others
!   We expect to be accepted by others, although we have limited
knowledge of how they perceive us
Thus reality does not correspond at all to our expectations
“Weapons of Influence
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PERCEPTION
AND COMMUNICATION
!   The 1st step
to better communication:
Develop the awareness that our
perceptions can direct how and
what we communicate.
PERCEPTION FILTERS
!   Perception is the process of
gathering information through our
senses, organizing and making
sense of it.
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WHAT AFFECTS
PERCEPTION?
!   Previous experience and learning
!   Attitudes and interests
!   Needs and feelings
!   Current situation
!   All people do not "see" the same
thing when looking at a visual image.
PERCEPTION DIFFERS FROM
ONE PERSON TO ANOTHER
!   Personal Differences
!   Socio- Economic Differences
!   Cultural Differences
!   Background
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PERCEPTION EXERCISE
!   Pair up
!   One person will draw the picture the
other person is holding
!   The person with the picture will give
directions to the person drawing as to
how to draw the picture
!   The person drawing cannot ask
questions, just follow directions
PERCEPTION EXERCISE
!   What did you draw? Why?
!   What types of miscommunication
are represented?
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HOW DO WE COMMUNICATE…
38%
7%
Emphasis
Message
55%
Body language
BODY LANGUAGE
!   Body Language - technically known as kinesics (pronounced 'kineesicks')
- is a significant aspect of modern communication and relationships.
!   Body Language is therefore very relevant to management and leadership,
and to all aspects of work and business where communication can be
seen and physically observed among people.
Body Language goes both ways:
!   Your own body language reveals your feelings and meanings to others.
!   Other people's body language reveals their feelings and meanings to you.
!   The sending and receiving of body language signals happens
on conscious and unconscious levels.
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VISUAL COMMUNICATION
ELEMENTS
!   Posture
•  You communicate numerous messages by the way
you talk and move.
•  Standing erect and leaning forward communicates to
listeners that you are approachable, receptive and friendly.
•  Interpersonal closeness results when you and the listener
face each other.
•  Speaking with your back turned or looking at the floor or
ceiling should be avoided as it communicates disinterest.
VISUAL COMMUNICATION
ELEMENTS
!   Facial Expressions
Smiling is a powerful cue that transmits happiness, friendliness, warmth, and
liking. So, if you smile frequently you will be perceived as more likable, friendly,
warm and approachable. Smiling is often contagious and people will react
favourably. They will be more comfortable around you and will want to listen
more.
!   Hand Gestures
If you fail to gesture while speaking you may be perceived as boring and stiff. A
lively speaking style captures the listener's attention, makes the conversation
more interesting, and facilitates understanding.
!   Eye Contact
This helps to regulate the flow of communication. It signals interest in others and
increases the speaker's credibility. People who make eye contact open the flow of
communication and convey interest, concern, warmth, and credibility.
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LISTENING
What is the difference between hearing and listening?
!   Hearing is simply the act of perceiving sound by the ear.
If you are not hearing-impaired, hearing simply happens
!   Listening, however, is something you consciously choose to do. Listening
requires concentration so that your brain processes meaning from words
and sentences. Listening leads to learning.
LISTENING EXERCISE
!   In groups of three
!   Divide the following three roles between you: A - tells a story of
personal importance. B - finds different ways of showing no
particular interest. C - listens actively and wholeheartedly.
!   Trainer will signal when the exercise ends.
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LISTENING EXERCISE
!   A: What differences in the others’ attention did you notice? What
effect did the different types of attention have on you telling your
story? What happened to your own attention?
!   C: What did you do to show no particular interest?
!   B: What did you do to listen actively and wholeheartedly?
!   Take turns so that all three get to be A, B and C.
TYPICAL LISTENING
BARRIERS
!   Bias or prejudice
!   Language differences or accents
!   Noise
!   Worry or fear, or anger
!   Lack of attention span
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ADDITIONAL
LISTENING BARRIERS
!   Making up your mind in
advance that the subject is
uninteresting or unimportant
!   Focusing on a speaker’s looks
and delivery instead of on what
he/she is saying
!   Paying only partial attention to
what someone is saying
because you are busy thinking
about what you are going to
say next
LISTENING IS GOOD
FOR BUSINESS
!   Morale is improved and job
commitment is increased
!   When people are committed to
their jobs they tend to focus
more on the opportunities, not
problems or limitations
!   To be successful in today’s
competitive business
environment, employees need
to stay focused on
opportunities
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LISTENING IS
AFFECTED BY…
!   Selective Attention
•  We decide on what we
FOCUS on, or
•  What we give our
ATTENTION to
!   Selective Interpretation
•  We place our own
PERSONAL meaning on
what a person is saying
WRAP-UP
!   One of the main points of
communicative leadership
is to know when and how
to use the contents of the
toolbox that you have at
your disposal as a leader.
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1. COMMUNICATING THE
ORGANISATION´S MESSAGE
!   A communicative leader communicates the organisation’s
message in such a way that employees feel they are
contributing to the achievement of its overarching vision
and goals.
!   The manager must be able to place current issues in
context and explain their background and causes, as well
as how they affect the organisation.
!   The manager’s ability to translate, formulate and
communicate messages is crucial to employee
commitment.
2. CLARITY, EXPECTATIONS AND
FRAMEWORK
!   A communicative leader clarifies expectations and the
room for maneuvre available.
!   The manager’s ability to communicate expectations and
conditions generates a sense of security among
employees and improves conditions for a well-functioning
workplace.
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3. FEEDBACK
!   A communicative leader has a good ability to provide
feedback on performance and results.
!   The manager needs to give feedback both on what is
working well and on what can be improved.
!   By using feedback in a clear and consistent manner,
employees are led in the right direction and stimulated to
develop the organisation.
4. A PRESENT AND COACHING
MANAGER
!   A communicative leader is present and listens, which
means that the manager must be visible and accessible,
as well as being there to support and assist in day to day
work.
!   Using a coaching approach, the manager can stimulate
development and increased commitment in employees.
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5. DIALOGUE AND PARTICIPATION
!   A communicative leader generates participation by
informing, involving and providing space for reflection.
!   The manager’s ability to use dialogue as a method in
meetings generates increased understanding and insight
in employees.
!   The manager must be clear as to how employees can
participate, what they can influence and what has already
been decided.
6. OPENNESS AND RESPECT
!   A communicative leader shows trust in employees and
creates a climate of openness and respect.
!   The manager’s ability to affirm behaviours that reinforce
and develop the climate in the workplace creates a good
work environment and contributes to employee
commitment.
!   The communicative leader is aware of his or her influence
and communication style.
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