Communication

1. COMMUNICATION
’ What we have here is a failure to communicate ’.
Paul Newman in Cool Hand Luke

2. COMMUNICATION
The failure to communicate is the source of most
workplace confusion and conflict.

3. COMMUNICATION
Organizational goals are achieved by people
◆ People function together through communication
◆ When communication fails, productivity drops
◆ All workplace problems are people problems
◆ All people problems involve communication
◆ Poor communication skills can inhibit your career
Hiring - Retention - Promotion

4. COMMUNICATION
You spend 80% of your working day
communicating
◆ 9% writing
◆ 16% reading
◆ 30% talking
◆ 45% listening
Immediately after hearing something, you recall only 50%
Within 2 to 8 weeks, only 25% of the message remains …

5. COMMUNICATION MODEL
Communication is the transfer of a message
from a sender to a receiver
signal
monitor
monitor
feedback

6. EFFECTIVE COMMUNICATION
leads to
Understanding - Acceptance - Action
This requires :
◆ Honesty of purpose
◆ Common interest
◆ Mutual respect
◆ Desire to understand
◆ Message that helps
◆ Clear meaning

7. SUCCESSFUL SPEAKING
To optimize your success you should
◆ Remember you only have 150 wpm
◆ Clarify your ideas before you present them
◆ Consider timing, culture, past experience
◆ Be aware of voice, language and gesture
◆ Communicate for tomorrow as well as today
◆ Be consistent with listener interests and goals
◆ Seek to understand as well as be understood

8. INTERPERSONAL COMMUNICATION
Consider these skill areas and improve them
◆ Eye communication
◆ Posture and movement
◆ Gestures and facial expression
◆ Dress and appearance
◆ Voice
◆ Language, pauses and non-words
◆ Listener involvement
◆ Humour
◆ The natural self

9. BARRIERS TO CONVERSATION
Try and correct the situation !
◆ ACTIVE BARRIERS
Monopolizing
Zigzagging
◆ PASSIVE BARRIERS
Failing to listen
Failing to respond

10. NOISE
Anything that interferes with sending or
receiving the message
◆ EXTERNAL
◆ PHYSIOLOGICAL
◆ PSYCHOLOGICAL
◆ SEMANTIC
◆ CULTURAL

11. CONVERSATIONAL SKILL
Both parties must enjoy the discussion
◆ Recognize the other as a unique individual
◆ Achieve mutual understanding
◆ Be tolerant of the other party ’s viewpoint
◆ Show attention and interest

12. LISTENING SKILL
Effective listening is not natural !
… so deploy your listening capacity (250-500 wpm)
◆ Think about the conclusions
◆ Evaluate evidence
◆ Select key points
◆ Monitor nonverbal language

13. THE ART OF LISTENING
Both parties must enjoy the discussion
◆ Adopt a friendly manner
relax - smile - show interest
◆ Use gestures
head nod - eye contact - move forward
◆ Be mature & self confident
let him finish - delay your responses
◆ Recognize your prejudices
keep them out of the workplace

14. COMMUNICATING WITH GROUPS
With groups of 3 or more
the capacity to monitor feedback goes down
◆ Establish the function of each attendee
◆ Be alert to dominant group members
◆ Keep number of topics to a minimum
◆ Estimate the level of knowledge
◆ Summarize frequently
◆ Anticipate criticism
◆ Draw conclusions

15. COMMUNICATION & TECHNOLOGY
Technology changes the way people
communicate
◆ E-mail
◆ Instant messaging
◆ Group chat, webinars, podcasts
◆ Project collaboration software
◆ Virtual reality
- Spontaneous interaction with business partners
- 3 dimensional visual conversations
- Customer training and feedback
- Corporate events