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Communication Important considerations Stuart Gray SGA Communication Breakdowns • Organisation • Channels • Inattention Dysfunctional Communication Climate • • • • • 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 • • • • • • • • 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%