Effective Communication

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Developed to train supervisors and employees on the basics of effective communication. This training lays the groundwork for raising the bar on an issue that every company struggles with.

Developed to train supervisors and employees on the basics of effective communication. This training lays the groundwork for raising the bar on an issue that every company struggles with.

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Transcript

  • 1. Effective Communication Session 1 Underground Vaults & Storage, Inc. April 2009
  • 2. Definitions
    • What is communication?
      • Getting the message across to others
      • Only successful if sender and receiver perceive it in the same way
    • What is effective communication?
      • Clear, concise, accurate, and well – planned
      • Knowing your message, knowing your audience, knowing how message will be perceived
  • 3. Stages of communication process Source Msg Encoding Channel Decoding Receiver Feedback Context
  • 4. Source
    • Understand objective – why
    • Understand audience – who and what
    • Plan the message – useful and accurate
    • Seek feedback on how well message was received
    • KISS principle (keep it simple and straightforward)
  • 5. Encoding
    • Understand what you need to communicate
    • Anticipate reactions - know your audience
    • Words and body language should reflect message
    • Be aware of cultural contexts
  • 6. Encoding - Written
    • Review your style
    • Avoid jargon or slang
    • Check length; make sure there is enough information so the message is easily understood
    • Check tone; politeness and courtesy can change how the message is received
  • 7. Channel
    • Sensitivity and emotional content
    • Is detail easily communicated
    • Personal preferences
    • Time constraints – both source and receiver
    • Need to exchange information
  • 8. Decoding
    • Look at the person
    • Pay attention to body language
    • Avoid distractions
    • Acknowledge points
    • Think about what they have said
    • Allow them to speak without simultaneously thinking what you want to say
    • Don’t interrupt
  • 9. Feedback
    • Verbal and non-verbal
      • Confidence level
      • Defensiveness
      • Agreement
      • Comprehension (or lack thereof)
      • Level of interest
      • Level of engagement
      • Truthfulness
  • 10. Context
    • Environment of message delivery
    • Tailor your message to your audience
    • Be sensitive to personalities
    • Make sure information levels are appropriate and within “need to know”
    • Be mindful of time constraints
  • 11. Activity
    • Give each person a statement to communicate
    • Pair up in groups of two
    • Take turns relaying statements and going through the communication process
    • Deliver feedback to each other surrounding process