Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
Download Communication-04 - University of San Diego Home Pages
Document related concepts
no text concepts found
Transcript
COMMUNICATION Focus on Listening Definitions of Effective Communications Cognitive congruence between what is sent and what is received: shared meaning. More Effective Communication Behavioral produces the desired response: achieves its purpose Organizational the right people receive the right info in a timely manner COMMUNICATON IS MORE THAN JUST THE MEDIA Model of the Communication Process Feedback Sender Thinking Encoding Transmitting Receiver Perceiving Decoding Understanding The Process in Action Thinking: Purchasing manager says to herself, “I think we’re getting short on Liederhosen.” Encoding: Writes an e-mail to assistant telling him to get Liederhosen Transmitting: Sends e-mail Perceiving: Assistant reads e-mail three days later. Decoding: Checks dictionary to find out exactly what Leiderhosen is. Understanding: Realizes that he needs to buy men’s traditional German leather shorts. Examples of Barriers to effective communication Use of emotionally charged words or politically incorrect terminology Exclusive focus on content rather than context – ignoring: Intonation Emotions Non-verbal cues Distrust or credibility of sender Cover – Economist - October 4-10, 2003 Even More Barriers Unclear Messages Jargon Inadequate Information Semantics Inappropriate Channel Richness Listening: Filtering Selective Listening Lack of feedback Increasing Message Clarity Use Multiple Channels Phone conversation followed up with an email. Team VTC followed by a personal meeting. Be Complete and Specific Provide as much information as possible. Message Clarity Claim Ownership of Your Message Be Congruent State your point of view rather than making generalizations (e.g. “Most people think that..’.) Do what you say and make sure body language and words say the same thing Simplify Your Language “I have changed my mind” is almost as good as: “I am experiencing a paradigm shift” Not-so favorable recommendations Extremely inept – “I most enthusiastically recommend this candidate with no qualifications whatsoever.” Totally worthless – “I can assure you that no person wood be better for this job”. Not-so-favorable continued industrious – “In my opinion, you will be very fortunate to get this person to work for you.” Not worthy of further consideration – “I would urge you to waste no time in making this candidate an offer of employment.” Not Match the Medium to the Message Channel Richness Richest Type of Message Nonroutine Ambiguous Information Medium > Personal chat >Telephone >Personal e-mail >Memos, Letters Leanest Routine, Clear >Fliers, Web Sites Electronic Bulletins Increasing Communicator Credibility/Trust Expertise Mutual Trust Reliability Warmth and Friendliness Personal Image / Confidence How to Project Confidence with Your Words Know exactly what you want Commitment to goal > better able to sell idea Use first person (“I”) if not part of team Take credit for ideas Minimize appearance of uncertainty If unsure of opinion, make broad but positive statements Make bold statements about ideas. Effective Listening 1. Make Eye Contact 2. Exhibit Affirmative Head Nods and Appropriate Facial Expressions 3. Avoid Distracting Actions or Gestures 4. Ask Questions 5. Paraphrase More on Listening 6. Avoid Interrupting the Speaker 7. Don’t talk while trying to listen 8. Judge the message after it has been delivered 9. Listen for and respond to feelings 10. Note all cues, verbal and non-verbal Stay away from emotionally charged words! Examples of Political correctness Physically challenged instead of physically disabled or handicapped Women in the Office instead of office girl Undocumented workers instead of illegal aliens Monocultural instead of white, honkey Politically Correct Senior instead of elderly or old codger Vertically challenged instead of short Indigenous peoples instead of Native American or Australian Differently-sized people instead of fatso Visually impaired instead of blind Temporarily insane instead of guilty Communication Exercise Procedure As individuals, fill out and score Listening Skills survey. When done get into groups and select one observer Everyone but the observer: Produce a list (by consensus ) of gender-based communication differences. Select a spokesperson to present your list. (20 minutes max.) Observers On the sheet provided, record your observations of the group Stop the group after 20 minutes if it has not finished Using your supportive communication skills, feedback your observations of listening skills to each individual. Group members (other than the focal person) may contribute their observations. Focal person – listen.
