This document provides an overview and instructions for a communication training course for team leaders. The course covers key elements of communication, effective communication techniques, providing feedback, and conducting 360-degree feedback. It includes interactive elements, examples, and prompts for note-taking. The overall goal is to help team leaders improve their communication and feedback skills.

1. . Welcome to Communication for Team Leaders!

3. Elements of Communication Objective One -After successful completion of the training modules, the team leader will be able to classify all elements of communication demonstrated in a post-assessment video. Input . The sender has an intention to communicate with another person. This intention makes up the content of the message. Sender . The sender encodes the message, e.g. the idea of "piece of furniture to sit on" = . Thus he gives expression to the content. Channel . The message is sent via a channel, which can be made of a variety of materials such as air, paper, telephone, cell phone. Noise . The channel is subjected to various sources of noise. Background sound, stained damaged or torn paper, telephone interference, tower interference, (continued on next slide) Section 1 Elements of Communication

4. Elements of Communication Objective One -After successful completion of the training modules, the team leader will be able to classify all elements of communication demonstrated in a post-assessment video. Receiver . The receiver decodes the incoming message, or expression. He or she "translates" it and thus receives output. Output . This is the content decoded by the receiver. (keep in mind it is not always the input the sender intended!) Code . In the process, the relevance of a code becomes obvious: It is the common language of the sender and receiver Section 1 Elements of Communication

5. This is the most widely accepted diagram of the communication process. Section 1 Elements of Communication

6. Sender Channel (Cell phone) Receiver “ I need you to redo the building specifications”- (intent) “ You want me to do John’s job!”- (output) Observe the graphic above and try to apply the previous communication elements listed. Then click on the information icon Section 1 Elements of Communication

7. Sender Role The role of the sender is to: Think of the content to send- Ask yourself- What message do I need delivered? Encode the content using coding that recipient knows- Ask yourself- what is the best language? Is the language the same for my boss as for my 4 year old? Choose appropriate Channel- Ask yourself- What is the best way to communicate this message? Section 1 Elements of Communication After answering the questions on the notes sheet, click the information icon

8. Identify the following elements in this image: The sender, the content or output and the channel. Write it on the Notes Page The Role of the Sender Section 1 Elements of Communication

9. The role of the Receiver The role of the receiver is to Decipher the output - Decode the message received Section 1 Elements of Communication The receiver interprets the content sent.

10. The Role of the Receiver Write your answers on the Notes Page Section 1 Elements of Communication

11. Noise Noise causes interference with this process. Noise can be as subtle as wandering thoughts during a conversation to driving while on the cell phone. Anything that can disrupt the ability of the receiver to properly receive and decode the output is considered noise. Noise or interference is like static on the TV, Sometimes the message still gets through and sometimes the static interferes so much that the TV watcher cannot understand the picture or the audio. Section 1 Elements of Communication

12. Think about this scene. Try to label each item from the elements of communication Section 1 Elements of Communication

13. Let’s see how you did. The elements are displayed above. How did you do? Sender Receiver Channel is air Input and content- we really don’t know but it might be to STOP THAT JACKHAMMERING! Noise - sound of jackhammer Section 1 Elements of Communication Sender

14. What is your interpretation of the communication elements in this scene? Write it on the Notes Page Section 1 Elements of Communication

15. Click on the link on the left side to access the JOB AID to assist you in remembering the various elements of Communication. Bring this to the Evaluation Session. Create link for this screen only to download or print JOB AID FOR ELEMENTS OF COMMUNICATION JOB AID Communication for Team Leaders- Elements of the Communication process Section 1 Elements of Communication Job Aid

16. Identify as many communication elements as you can in the scene above. Section 1 Elements of Communication

17. Effective Communication Effective communication occurs when the content sent by the sender occurs in with an appropriate channel and is decoded accurately by the receiver. Here is one definition of effective communication. We will explore some of the barriers and best practices to ensure better communication among teams. Section 2 Effective Communication

18. There are basically three elements in any face-to-face communication: • words • tone of voice and • body language. These three elements make up the meaning of the message: - Words account for 7% - Tone of voice accounts for 38% and - Body language accounts for 55% of the message. This is known at the 7/38/55 rule (Lee, M. (n.d.) Objective Two - After successful completion of the training modules, the team leader will be able to generate eight rules governing giving and receiving feedback. The team leader will preview list with his or her manager before implementation to the team at the initial team meeting. Section 2 Effective Communication

19. Nonverbal Communication verbal communication nonverbal communication Mixed messages create tension and distrust because the receiver senses that the communicator is hiding something The result is called Mixed Messages A incongruity between the nonverbal and verbal message creates distrust and disbelief. Care should be taken to avoid this happening. Section 2 Effective Communication

20. Types of Nonverbal Communication Visual- these are the things you can see Facial Expression Gestures Eye movement Posture Tactile- the effect of touch Handshake Pat on the back Proximity - invading someone’s space Nonverbal communication can provide valuable clues to whether a message is being received accurately or to the disposition of the receiver to be able to receive a message Section 2 Effective Communication

21. Click on the title to visit University of Southern California’s exploration of nonverbal examples. Write down your own example in each category. Section 2 Effective Communication

22. Improving Nonverbal Communication Skills In order to give and receive constructive feedback, a communicator must first understand and practice good nonverbal communication skills. Section 2 Effective Communication

23. Improving Nonverbal Communication Skills Visual- Eye contact: Direct eye contact creates credibility, interest, concern Section 2 Effective Communication

24. Improving Nonverbal Communication Skills Visual- Facial expression: A genuine smile conveys friendliness, likeability, warmth and approachability. Section 2 Effective Communication

25. Improving Nonverbal Communication Skills Gestures: If you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated. Head nods, a form of gestures, communicate positive reinforcement and indicate that you are listening. Posture and body orientation: You communicate numerous messages by the way you walk, talk, stand and sit. Standing erect, but not rigid, and leaning slightly forward communicates that you are approachable, receptive and friendly. Speaking with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest. Nodding while listening is positive reinforcement of listening. Posture indicates interest. Section 2 Effective Communication

26. Improving Nonverbal Communication Skills Proximity: Examine the images-what does the body positions and proximity tell you about the communication? Be alert for crossed arms, toe tapping, leaning away and gaze aversion. These are all signs you are too close! Section 2 Effective Communication

27. Feedback Where Does Feedback Fit In? Objective Two -After successful completion of the training modules, the team leader will be able to generate eight rules governing giving and receiving feedback. The team leader will preview list with his or her manager before implementation to the team at the initial team meeting. Feedback is a critical part of effective communication and is the basis for objective two- Section 3 Feedback

36. 360 ˚ Feedback 360 ˚ Feedback Supervisor Peers Direct Reports Self Individual Employee The SOLE PURPOSE of this type of feedback is the enhancement of a fellow team member’s capability, character and contribution. Section 4 360˚ Feedback

37. Purpose of the 360 ˚ Feedback Receiver sees how others view his or her actions and performance Giver accepts responsibility to share honest, constructive views of others. Team members who participate in both giving and receiving will grow in honesty, trust, and risk taking and gain skill in clarity of communication. New navigation buttons linking to each objective appear now on the left side of screen on all slides Communication elements link to slide 2 Feedback Skills-link to slide 25 Communication Scenarios Link to this slide Transition in title, then fade in text After reading the purpose, try to determine how the elements of communication relate to this process. This will be discussed during evaluation. Section 4 360˚ Feedback

39. How does the 360 ˚ Feedback Process Work? Set the Stage- Explain the purpose of the process-for employee development only Cannot be used in any other employee process Emphasis Confidentiality Have a person experienced with the process speak to the team regarding his or her experience. New navigation buttons linking to each objective appear now on the left side of screen on all slides Communication elements link to slide 2 Feedback Skills-link to slide 25 Communication Scenarios Link to this slide Transition in title, then fade in text. Setting the stage is important so team members get a chance to see what is in it for them and why it is important. This will be done with assistance of management. Section 4 360˚ Feedback

40. How does the 360 ˚ Feedback Process Work? Print out the Feedback Form The form outlines success factors that are common to employees that are successful members of a team or department. Each factor has 4-5 behavioral components that exemplify the factor. These are incorporated into a rating format. Create link to download or print JOB AID 2 FEEDBACK FORM The use of the feedback form is important to the success of initial delivery of feedback. Face to face feedback can be difficult. Download and print the form to discuss during Objective 3 Section 4 360˚ Feedback

41. How does the 360 ˚ Feedback Process Work? Conducting the ratings: Each individual gets to choose who gives his or her feedback, but each group must be represented. Raters receive the feedback form. After completion, the forms are collated electronically to create one summary report. Being a rater can be a daunting task, education about each of the success factors and the associated behavioral characteristics must be provided. Section 4 360˚ Feedback

42. How does the 360 ˚ Feedback Process Work? What happens next? The recipient receives the summary report The recipient then generates a developmental plan based on the feedback in the report. The developmental plan is discussed with the team leader for growth possibilities. The team leader and recipient decide which elements of the plan can be incorporated into the team project and, if necessary, present the new behaviors to the team. The team leader role is critical to the success of implementing the developmental plan. You must learn to display positive nonverbal communication cues. Section 4 360˚ Feedback

43. How does the 360 ˚ Feedback Process Work? By engaging in this ongoing developmental process, all members of the team have the chance to give and receive constructive feedback that provide the keys to improve team function, increase communication, and bolster employee confidence. Section 4 360˚ Feedback

44. Assessment What is the next step? Review all the segments as many times as you need, then take the assessment by clicking on the tab below. You will only be able to take the assessment one time. The results will be part of your onsite evaluation that will occur 4-6 weeks after the assessment. Objective Three will be discussed during the onsite session. Section 5 Assessment Objective Three: After successful completion of the training modules, the team leader will be able to demonstrate during post assessment role-play, a randomly chosen depiction of correctly delivered or received feedback as moderated by the Human Resources staff Click to begin assessment

45. What happens next? What Happens for Objective Three? Objective Three - After successful completion of the training modules, the team leader will be able to demonstrate during post assessment role-play, a randomly chosen depiction of correctly delivered or received feedback as moderated by the Human Resources staff Your manager will approve travel arrangements for you to the training center. Here, you and several colleagues will have moderated discussions about Objectives One and Two, review your assessment results and receive additional education. You will have the opportunity to enact will different scenarios using these tools. At the end of the session, a moderator will pick a roll-play assignment for you to complete Objective Three. As you look around you the next few weeks, try to identify the various elements of communication you experience, observe the nonverbal communication styles around you and identify types of feedback. Be prepared to discuss them during the moderated sessions.

46. Exploring Nonverbal Communication (n.d.) Retrieved May 29, 2008 from http://nonverbal.ucsc.edu/ Hill, L. (1996). Building Effective One-on-One Work Relationships. Harvard Business School Technical Notes , (9).497-028. Retrieved June 9, 2008 from http://web.cba.neu.edu/~ewertheim/interper/feedback.htm Kaminski, S (n.d.) Communication Models. Retrieved May 20, 2008 from http://www.shkaminski.com/Classes/Handouts/Communication%20Models.htm#TheShannonWeaverMathematicalModel1949 Lee, M. (n.d.). Albert Mehrabian quoted in Three elements of communication. Retrieved May 28, 2008 from http://bookmarklee.wordpress.com/2007/01/07/three-elements-of-communication-and-the-so-called-7-38-55-rule/ Ritts, V., and Stein, J., (n.d.) Six ways to improve nonverbal communication. Retrieved May 28, 2008 from http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/commun-1.htm Rogers 5 Feedback Types (n.d.). Retrieved June 9, 2008 from http://changingminds.org/techniques/conversation/reflecting/rogers_feedback.htm Rollo, J. (2001). Performance Management . New York: Goal QPC, References