Download Communication - T & T Training

Communication
Important considerations
Stuart Gray
SGA
Communication Breakdowns
• Organisation
• Channels
• Inattention
Dysfunctional Communication
Climate
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Little as possible
vague and obscure
chosen few
information is power
“bright ideas” from employees
• Don’t despair, have patience
THE TOP TEN
THINGS TO SAY TO
KILL
COMMUNICATION
10 “don’t give me any excuses, just get
the job done.”
9 “I’m the boss and don’t you ever forget
it.”
8 “either get with it or hit the road.”
7 “I don’t care what you think”
6 “we’ve always done it that way.”
5
4
3
2
“you're not paid to think”
“because I said so”
“It’s company/ organisation policy”
“That’s stupid.”
1 “Never!”
• Average person speaks at 140 WPM
• Average Person Listens at 400-600
WPM
• What do you see as the greatest
obstacle to effective communication?
• Provide at least two examples of what
you would call a “communication
breakdown”
• Provide at least two examples of a
positive communication experience
Keys to effectiveness
• Manage your own speaking
– give headlines up front
– organize key points
– manage the limits -- keep on track
– seek feedback actively and periodically
Keys to effectiveness
• Make Listening Interventions
– paraphrase the content
– reflect the possible implications
– reflect underlying feelings
– invite further contributions
– make nonverbal listening responses
7 deterrents to listening
• Assuming in advance….
– Uninteresting
– too simple
– too complicated
– communications overload
– only the facts, the bottom line
– talking is assertive… listening, passive
– daydreaming
Receiving messages
• 10 rules for good listening
– remove distractions
– eye contact
– smile/nod
– hear main point
– differentiate opinion and fact
– control emotions
– be patient
continued
– Take notes
– ask questions
– rephrase to check for understanding
Communication Barriers
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Perception
Semantics
Noise
Emotions
Filtering
Trust & Credibility
Not Listening
Time & Place
Non-verbals
• What do you see as the important non
verbal aspects of communication?
• What do they mean? What kind of
effect can they have?
messages
• Total Impact of a Message
– words
– facial expressions
– vocal tones
• When a message is both verbal and
non-verbal, the nonverbal message may
have more impact on the receiver than
the words alone….
– Words =
– facial expressions =
– vocal tones =
7%
55%
38%