Communicating: The Essence of Organizational Success Dr. Craig Nathanson 1 What is Communication? The exchange of messages between persons for the purpose of constructing common meaning The most critical skill for managers and for self-leadership Personal power Motivation Resolving conflict Delegation and/or empowerment Facilitation Collaboration 2 2 The Challenge – Poor communications at work Poor communication and interpersonal relationships 3 Abrasive, insensitive, unskillful message delivery Distant, distrustful, uncaring interpersonal relationships Restricted, inaccurate information, and defective communication flow 3 Traditional model of Business Communications Focus on Accuracy and Efficiency Conduit Model transmitter, receiver, noise However… 4 Recent research confirms that interpersonal problems are responsible for a significant proportion of communication problems 4 Communications is a complex process Example Terry: I won’t make it to work again tomorrow; this pregnancy keeps me nauseous and my doctor says I should probably be reduced to part time. Boss: Terry, this is the third day you have missed and your appointments keep backing up; we have to cover for you and this is messing all of us up! Message- encode- decode by receiver- message received Margin for error is high at each step! Some social psychologists estimate there is a usual loss of 40-60% of the meaning in a message from sender to receiver! 5 5 Barriers to effective communications Language: how we say it Defensiveness or distorted perceptions Misreading of body language Self-fulfilling assumptions Managers hesitation to be candid Distrusted source Perceptual biases 6 6 Reading non-verbal cues Visual Body language, facial expression Tactile The use of touch Vocal The meaning changes through use of voice https://www.youtube.com/watch?v=QOkrS1v7Ywk https://www.youtube.com/watch?v=OvEci5Bjgd4 7 7 Reading non-verbal cues Physical space North American culture safe zones The intimate zone - our closest friends – 2 feet The personal zone- family and friends- 2-4 feet The social zone- where most business transactions take place 4-12 feet The public zone- used for presentations- over 12 feet 8 8 It all starts with good listening skills Listen openly and with empathy Judge the content not the person Use many methods to comprehend Fight off distractions Use questions to gather data Respond with interest 9 9 Common fears around giving feedback Fear of the other person’s reaction Only subjective data available Information may be flawed May be based on personal bias 10 10 Characteristics of effective feedback Descriptive (not evaluative) Focused on the behavior, not the person Given to help not hurt Better when solicited than imposed Timely (given when the person is ready and can use the data) Doesn’t overload the receiver The use of checking (asking the receiver to repe ...