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COMMUNICATION
The Communication Process
Good Communication Skills
 Active Listening
 Nonverbal Language choices
 Avoiding Misunderstandings
 Inferences vs. Facts
 Choosing the correct communication type
Active Listening
 Hearing means the brain is registering sounds.
 Listening means paying attention to what is
being said and trying to understand the full
message.
Tips
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Stop talking!
Put the talker at ease
Show a talker that you want to listen
Remove distractions
Empathize with a talker
Be patient
Hold your temper
Go easy on argument and criticism
Ask relevant questions (clarifying questions)
Nonverbal messages
 Body language
 Posture
 Facial expressions
 Tone of voice
 Silence
 Check the facial expression here
Factors that Impact Your
Message
Misunderstandings
 Word choices
 Be precise and specific
 Avoid buzzwords
 Cultural differences
 Be aware of cultural issues
 Perceptions
 Remember that people perceive things differently
Inferences vs. facts
 Make sure you aren’t jumping to conclusions
 Keep focused on facts
 Be aware of your prejudices
What are the facts?
 On Friday night Jack and his wife went down
to their cottage. On Saturday, Mary had an
accident at the beach. Jack was really upset
because he didn’t think he would be able to
drive his car back on Sunday night. The water
and wet conditions were partially responsible
for the accident on Saturday. Jack was able to
borrow a car and drive his wife and 2 kids to
town Sunday.
Inference problems
 Employee who is Packer fan is sick on
Monday morning.
 Two employees have been arguing with each
other over a project. One employee just
found her car vandalized in parking lot.
 One employee tells you about how Sue has a
gambling problem. Sue comes to you with a
question about missing petty cash.
Types of Messages
 Oral communication
 Conversations
 Interviews
 Meetings
 Formal presentations
 Telephone calls
• Written communication
• Policies
• Memos
• Letters
• Reports
• E-mail
• Bulletin board notices
• Posters
How to Choose
 Use written communication when:
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You can wait for the receiver to read it.
You can’t afford to bring people together.
The message is complex.
The information is more factual than sensitive.
You won’t be embarrassed for others to read the
message.
 You need a record of the communication.
 The receiver is able to read your language and use
your technology.
 Use oral communication when:
 The message is sensitive.
 You need immediate feedback.
 The receiver might have difficulty reading.
 You want to build a relationship or see
reactions.
Choosing the Most Effective
Message Type
 Time and cost limits
 Complexity and sensitivity of the issue
 Need for a record
 Need for feedback
 Capabilities of the receiver
 Need for confidentiality (remember that
email is not private)
Controlling Emotion
 Breathe deeply
 Visualize - soothing place, color or image
 Count to 20
 Focus on distant image
 Remove yourself
I Mean…Communication Confusion
 I’ll be back in a minute means _____ minutes.
 If someone will be ready in a few minutes, it
means _____ minutes.
 If someone is often late for work, it means
_____ times per _____ month.
 If someone says there are too many errors in
a summary report, it means ____ _ errors
Buzzwords & Acronyms
 Paradigm
 B2B
 Synergy
 CEO
 Dog-and-pony show
 FYI
 Reinvent the wheel
 ASAP
 Our core competency is leveraging knowledge-
management best practices to provide
seamless, real-time, on-demand support 24/7
for end users in risk-averse vertical markets.
 In South Korea, you show respect by looking
downward, away from eyes
 In Jordan, you would stand very close – only a
few inches - to other people when you talk
with them.
 In the UK, the first floor is the floor above
ground level.
 In Japan, “yes” does not necessarily mean
agreement. It can mean “I hear you.”
 “I was trying to make a point to my young
grandchild. ‘Two’s company, three’s a crowd,’ I
said. ‘No, no, Granny,’ he responded. ‘Three’s
company. That’s the way it is on television.’
Another time I suggested that a rolling stone
gathers no moss. One of my grandchildren
retorted, ‘Now why would Mick Jagger need
moss?’”
 May McNair, “I Just Don’t Understand You:
Generations,” Detroit Free Press Magazine, March
28,1993, pg. 5
A Drawing That May Be
Perceived in More Than One Way