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Supervisor
as
Communicator
rev. October 2009
Objectives
1. Define communication.
2. Define the phrase “frame of reference” and
tell why it is important to effective
communication.
3. Identify the three critical elements in
successful communication.
Objectives
4. Define “outcome centered communication” and explain why it is important.
5. Cite the dimensions of communication
according to Cottrell and Harvey, explain
each, and tell why it is important.
6. Cite the requirements for effective positive
feedback.
Objectives
7) Describe how to give constructive feedback
8) Explain why you must be alert to your non
verbal and para verbal communication.
9) Describe how to listen
“The art of communication
is the language of
leadership.”
James Humes
Presidential speechwriter, trial lawyer and legislator
Why a Module on
Communication?
• A critical process
• A cause of frustration
• To provide a healthy environment
EXERCISE
Drop me a line.
Definition
The process of sharing an idea or information
with someone in a fashion that generates
understanding.
Definition
The process of sharing an idea or information
with someone in a fashion that generates
understanding.
TRANSMISSION (The Message)
The
The
Sender The Medium Receiver
(Frame of reference,
(Decoder)
(Encoder)
rules, noise)
FEEDBACK (The Reaction)
What do we mean by “noise?”
Two Common Sources
•
Frame of Reference Issues
•
Activity Centered vs. Outcome Centered
Frame of Reference
The cognitive and emotional viewpoint
from which an individual perceives and
interprets reality.
Common Issues
• Cultural
• Personal
• Situational
Activity Centered
vs.
Outcome Centered
Communication
Activity centered:
How message is delivered
Outcome centered: What is it I want the
receiver(s) to think, feel,
and do?
How Do You Determine if Someone
Understands What You’ve Said?
Three Critical Components
•
A clearly stated message
•
A common frame of reference
•
A two-way exchange (feedback)
Questions?
The Four Dimensions of Communication
(From Cottrell and Havey)
•
Building Trust
•
Sharing Knowledge
•
Providing Feedback
•
Walking the Talk
Building Trust
Trust is the core of effective supervisoryemployee communication.
How can you build trust?
Sharing Knowledge
What knowledge needs to be shared?
Provide Feedback
•
Employees need to know exactly what is
required of them.
•
Employees need to know how they are
doing.
Characteristics of
Effective Positive Feedback
•
Sincere
•
Quick
•
Specific
•
Often
Characteristics of Constructive
Feedback for Problem Behavior /
Performance
•
•
•
•
•
•
Descriptive
Specific
Focused on the facts
Focused on needs of sender AND receiver
Directed toward an issue which receiver CAN
change
Well timed
Walk the Talk
•
•
Be a role model
•
Questions?
Remember that everything
you do counts . . .
Non Verbal and Para
verbal Communication
•
Over 70 % of the message
•
Non verbal is believed.
Listeningills
• Hearing vs. Listening
• Listen with your whole body.
• Engage in all four levels as appropriate.
Summary & Closure
•
Frame of reference issues
•
Outcome centered communication
•
The three critical elements
•
The four dimensions
•
Consistency between verbal and non verbal
•
Listening
Resources
• Training - SkillSoft and HRS Training
• BPPM and WAC’s
• A/P Handbook and Faculty Manual
• Center for Human Rights
• Human Resource Services
 Managers Toolkit – www.hrs.wsu.edu
Questions can be directed to HRS at
335-4521, or [email protected]