2. 2
ConceptsConcepts
• Words Mean Different Things to
Different People.
• The Initiation of a Message
Provides No Assurance It Has
Been Received.
• Communications Often Become
Distorted as They Are
Transmitted.
3. 3
Why is CommunicationWhy is Communication
Important?Important?
• Everything a manager does
involves communication.
• Effective communication
skills can lead to problems
for the manager.
• Communication of content
• Supportive communication
5. 5
SupportiveSupportive
CommunicationCommunication
• A focus on processes.
• Two categories:
1. Coaching: giving advice, direction or
information to improve performance… focus
on abilities
2. Counselling: helping the person understand
and resolve a problem themselves by
displaying understanding… focus on
attitudes
6. 6
What Is the InterpersonalWhat Is the Interpersonal
Communication Process?Communication Process?
• Communication
• Sequential Steps
• Encoded
• Transmitted
• Decoding
• Noise
• Feedback
7. 7
Exhibit 3-1: The Communication Process ModelExhibit 3-1: The Communication Process Model
8. 8
Basic InterpersonalBasic Interpersonal
Communication SkillsCommunication Skills
• Avoid Barriers to Communication.
• Send Understandable Messages:
Effective communication.
• Actively Listen.
• Utilize Non-verbal Signals.
• Give and Solicit Meaningful Feedback.
• Adapt to Diversity of Communication
Styles… try multiple channels
9. 9
What Are the BarriersWhat Are the Barriers
To Communication?To Communication?
• Frames of Reference
• Semantics
• Value Judgments
• Selective Listening
• Filtering
• Distrust
10. 10
Attributes of effectiveAttributes of effective
communicationcommunication
• Problem oriented not person oriented
“I don’t like the way you dress for work.”
“You are not very professional.”
11. 11
Attributes of effectiveAttributes of effective
communicationcommunication
• Congruence versus incongruence
• Mismatch between what one feels/thinks
and what one says
“I’m disappointed that we didn’t reach our
target and that we aren’t getting our
bonuses.”
12. 12
Attributes of effectiveAttributes of effective
communicationcommunication
• Descriptive versus evaluative
• Avoid judgment
• How:
1. describe objectively;
2. focus on the behaviour and your reaction not the
other’s attributes;
3. focus on solutions
“You screwed up”
13. 13
Attributes of effectiveAttributes of effective
communicationcommunication
• Invalidation:
• Superiority
• Rigidity
• Indifference
• impervious
• Validation:
• Respectful
• Flexible
• Two way
communication
• Identify areas of
agreement
15. 15
Attributes of effectiveAttributes of effective
communicationcommunication
• Conjunctive not disjunctive
• Lack of equal opportunity to speak?
• Extended pauses?
• Who controls the flow?
A continuum…
16. 16
Attributes of effectiveAttributes of effective
communicationcommunication
• Owned not disowned
• Use of “I statements” not “you or other
statements”
“I’ve heard that you…”
18. 18
Exhibit 3-2: Guides for Giving and Receiving FeedbackExhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.
2. Speak directly and with feeling.
3. Describe what the person is doing and the effect the
person is having.
4. Don’t be threatening or judgmental.
5. Be specific, not general (use clear and recent examples).
6. Give feedback when the recipient is open to accepting it.
7. Check to ensure the validity of your statements.
8. Include only things the receiver can do something about.
9. Don’t overwhelm the person with more than can be
handled.
19. 19
Exhibit 3-2: Guides for Giving and Receiving FeedbackExhibit 3-2: Guides for Giving and Receiving Feedback
(continued)(continued)
Criteria for Receiving Feedback
1. Don’t be defensive.
2. Seek specific examples.
3. Be sure you understand (summarize).
4. Share your feelings about the comments.
5. Ask for definitions.
6. Check out underlying assumptions.
7. Be sensitive to sender’s nonverbal messages.
8. Ask questions to clarify.
20. 20
How Do You Receive andHow Do You Receive and
Understand Messages Accurately?Understand Messages Accurately?
• Listening
• Active Listening
• Sensing
• Attending
• Reflecting
21. 21
How Can YouHow Can You
Utilize Nonverbal Cues?Utilize Nonverbal Cues?
• Visual
• Tactile
• Vocal
• Time and Space
22. 22
Exhibit 3.3: Means of Nonverbal CommunicationExhibit 3.3: Means of Nonverbal Communication
Components Examples Meanings Communicated
Image Clothing, hygiene Values, competence
Facial Expressions Frown, smile, sneer Unexpressed feelings
Eye Movements Looking away, staring Intentions, state of mind
Posture Leaning in, slumped Attitude
Gestures Handshake, wave Intentions, feelings
VISUAL
Touch Pat on the back Approval
Gentle touch on an arm Support and concern
TACTILE
23. 23
Exhibit 3.3: Means of Nonverbal CommunicationExhibit 3.3: Means of Nonverbal Communication
(continued)(continued)
Components Examples Meanings Communicated
How things are said Loudness, pitch, rate Different meanings, e.g.
Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval
VOCAL
SPACIAL
Body closeness 0 – 2 feet Feelings of intimacy
Furniture arrangement Large pieces far apart Formal and serious
24. 24
• Differences in
Communication Styles
• The Socializer
• The Director
• The Thinker
• The Relater
How Can You Adapt to DiversityHow Can You Adapt to Diversity
of Communication Styles?of Communication Styles?
27. 27
How Can You FacilitateHow Can You Facilitate
Communication with Diversity?Communication with Diversity?
• Assume Differences
• Emphasize Description
• Empathize
• Treat Interpretations as
Guesses
