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Communicating for results
This document discusses effective communication techniques. It emphasizes the importance of listening, providing feedback, and developing action plans. Some key points covered include clarifying your message, observing body language, focusing on understanding other points of view, nurturing feelings, and emphasizing listening. Barriers to good communication mentioned are having a bad attitude, avoiding real issues, and being unwilling to be open and honest. The document provides guidelines for both giving and receiving feedback in a considerate manner.
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Communicating for results
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- 2. Communicate Clarify the message Observebody language Maintain individual self-esteem Make your point clear, concise, and simple Understand other points of view Nurture others’ feelings Involve yourself in the message Comprehend the message Attend to the message Talk judiciously Emphasize listening
- 3. Meet the objectiveof the COMMUNICATION
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- 8. Barriers Bad attitude defensive,negative, or faultfinding Avoiding “real” issues or problems Reluctance to be open and honest Rebutting all discussion Internalizing negative results or self-esteem Evaluating the message too critically Regarding all communication as personal Semantics and jargon
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- 10. Verbal Voice that isclear and audible Emphasizing main points by changing rate and pitch Repeating things you want others to remember Being natural Achieving understanding with your audience Looking for feedback (verbal or nonverbal)
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- 12. Non-Verbal Nodding or shakingof the head Open or closed body position Nervous actions i.e. coughing, laughing, shaking Visual gestures hand signals Emotional reaction like tears or a smile Response time for feedback or simply being late Blushing Acting bored by yawning or looking around Lowering of head signaling disinterest
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- 14. 14 Reasons People DoNot Listen • The brain works faster than the tongue • Short attention span • Our education stresses writing and reading 14
- 15. 15 Bad Listening Habits •Attention fakers • Fact gatherers • Criticizers • Bored listeners • Difficult material blockers • Distraction tolerators • Note takers • Metal rehearsers 15
- 16. Active Listening Let theother person convey his or her message Involve yourself in others’ message Summarize and paraphrase frequently Talk only to clarify Empathize with other people Nurture active listening skills
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- 18. Feedback Foster an openenvironment Encourage feedback as a matter of routine Establish guidelines for feedback Discuss unclear communications Be direct, but considerate Ask questions for better understanding Consider feelings of others Keep focused on the objective
- 19. 19 Feedback Criteria Guidelines •Provide feedback as soon as possible • State why feedback is necessary • Ask the person if they want feedback • Describe the specific behavior or action • Tell the reaction to the behavior or action • Be direct, but considerate • Owned by sender • List consequences • Include feelings and emotions • Focus on situation and do not make it personal • Check to make sure feedback is appropriate • Provide opportunity for receiver to respond • Work together to make things better • Determine if behavior is changeable • Maintain self-esteem of both giver and receiver • Summarize actions • Establish follow-up or process for monitoring progress19
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