Anna Peterson
Carlos Gutierrez
Andrew Brown
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“The transfer of a message that is both received
and understood”
 Transfer of message
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Idea
Emotion
Information
Intent
Feeling
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Four categories
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Dyadic
Small Group
Mass Communication
Public Speaking
 No communication has occurred until message
understood
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Message is understood by all parties
When message is acted upon in desired manner
 Receiving
 Understanding
 Acting
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Persuasion
Motivation
Monitoring
Leadership
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One-on-one
Team (peer group)
Company-level
Community-level
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We need to look at aspects of the Total Quality
Concept
 Customer Focus (listening and acting on their needs)
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Listening
Asking
Observing
Probing
 Employee empowerment
 Leadership
 Inspire to make commitment
 Teamwork
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Everyone knows goals
How to accomplish them
Who is responsible
How everything fits together
http://www.youtube.com/watch?v=TzUxeCGGHnA&feature=PlayList&p=E00E
6168C97AAE99&playnext_from=PL&playnext=1&index=68
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Decision Making
Problem prevention
Problem solving
Conflict resolution
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Optimism
Consider all points of view
Be positive, honest, and consistent
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Message (What?)
Sender (From Who?)
Receiver (To Who?)
Medium (How?)
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Verbal
Non-verbal (gestures and body language)
Written
Electronic
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Differences in meaning
Lack of trust
Information overload
Interference
Condescending tone
Poor listening skills
Premature judgments (of topic or people)
Inaccurate assumptions
Blame the messenger!
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DON’T do the following:
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Be secretive and withdrawn
Vague
Ignore a good idea
Be like Michael Scott!
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Listening is very important, and many people
have difficulty with it
“receiving the message, correctly decoding it, and
accurately perceiving what it means.”
Why we don’t listen: lack of concentration,
interruptions, preconceived ideas, thinking ahead,
interference, tuning out
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Empathetic Listening- intent to understand the
message and messenger
 Don’t overtly/covertly ignore message
 Pretenders
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Responsive Listening- wanting to receive and
affirm the message (Active, Alert, Vigilant,
Sensitive, Creative)
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Body Factors- how
we use our body and
how someone views
it
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Posture
Dress (Hygiene)
Gestures
Facial Expressions
Poses
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Not just what we
say, but how we
say it
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Volume
Pitch
Tone
Rate of speech
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Where are you when communicating?
 Physical arrangements (inviting vs. intimidating)
 Environment/fixtures in the room
 Positions of people
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Show interest (eye contact, but don’t be weird
about it)
Be friendly (positive attitude)
Be flexible
Be tactful (Sensitivity to some issues, think before
speaking)
Be courteous
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1. Drop your defenses (open up to employees and
try to be objective)
2. State your purpose (why are you asking this
question?)
3. Acknowledge emotions (don’t ignore what is
happening)
4. Use open-ended questions and phrase they
carefully (avoid yes/no questions so you can
gather more information
 Plan before you write (I am writing to, purpose, points,
want what done)
 Be Brief (so your readers will not zone out on your
communication)
 Be Direct (go right to the point)
 Be Accurate (not ambiguous)
 Practice Self-Editing (review and revise)
 Define the problem (why are you doing this?)
 Develop and work plan (tasks to be completed with
dates to finish)
 Gather relevant data (research)
 Process findings (understand what the data says)
 Develop conclusions
 Make reccomendations
 Advantages for written communication
 Rapid transmittal
 Mass communicating
 Acknowledgment of receipt
 Disadvantages no body language or voice
 Overuse
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Recognizing the
need
Careful selection
Training
Measurement and
reward
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Value People- people over technology
Give what you want back
Make cooperation a habit
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Introversion vs. extroversion
Neuroticism vs. emotional stability
Agreeable vs. stubborn
Conscientious vs. undependable
Open to exercises vs. preference of familiar