Communication
Skills
1
Concepts
• Words Mean Different Things to
Different People.
• The Initiation of a Message
Provides No Assurance It Has
Been Received.
• Communications Often Become
Distorted as They Are
Transmitted.
2
Why is Communication
Important?
• Everything a manager does
involves communication.
• Effective communication
skills can lead to problems
for the manager.
• Communication of content
• Supportive communication
3
Communication of Content
• Channel choices
•
•
•
•
•
In person
Telephone
Email
Written
Third party
4
Supportive
Communication
• A focus on processes.
• Two categories:
1. Coaching: giving advice, direction or
information to improve performance… focus
on abilities
2. Counselling: helping the person understand
and resolve a problem themselves by
displaying understanding… focus on
attitudes
5
What Is the Interpersonal
Communication Process?
• Communication
• Sequential Steps
•
•
•
•
•
Encoded
Transmitted
Decoding
Noise
Feedback
6
Exhibit 3-1: The Communication Process Model
7
Basic Interpersonal
Communication Skills
• Avoid Barriers to Communication.
• Send Understandable Messages:
Effective communication.
• Actively Listen.
• Utilize Non-verbal Signals.
• Give and Solicit Meaningful Feedback.
• Adapt to Diversity of Communication
Styles… try multiple channels
8
What Are the Barriers
To Communication?
•
•
•
•
•
•
Frames of Reference
Semantics
Value Judgments
Selective Listening
Filtering
Distrust
9
Attributes of effective
communication
• Problem oriented not person oriented
“I don’t like the way you dress for work.”
“You are not very professional.”
10
Attributes of effective
communication
• Congruence versus incongruence
• Mismatch between what one feels/thinks
and what one says
“I’m disappointed that we didn’t reach our
target and that we aren’t getting our
bonuses.”
11
Attributes of effective
communication
•
•
•
1.
2.
Descriptive versus evaluative
Avoid judgment
How:
describe objectively;
focus on the behaviour and your reaction not the
other’s attributes;
3. focus on solutions
“You screwed up”
12
Attributes of effective
communication
• Invalidation:
• Superiority
• Rigidity
• Indifference
• impervious
• Validation:
• Respectful
• Flexible
• Two way
communication
• Identify areas of
agreement
13
Attributes of effective
communication
• specific not global
“you never ask for my advice”
“You are lazy”
14
Attributes of effective
communication
• Conjunctive not disjunctive
• Lack of equal opportunity to speak?
• Extended pauses?
• Who controls the flow?
A continuum…
15
Attributes of effective
communication
• Owned not disowned
• Use of “I statements” not “you or other
statements”
“I’ve heard that you…”
16
Attributes of effective
communication
• Two way not one way
• Listening by responding
17
Exhibit 3-2: Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.
2. Speak directly and with feeling.
3. Describe what the person is doing and the effect the
person is having.
4. Don’t be threatening or judgmental.
5. Be specific, not general (use clear and recent examples).
6. Give feedback when the recipient is open to accepting it.
7. Check to ensure the validity of your statements.
8. Include only things the receiver can do something about.
9. Don’t overwhelm the person with more than can be
handled.
18
Exhibit 3-2: Guides for Giving and Receiving Feedback
(continued)
Criteria for Receiving Feedback
1.
2.
3.
4.
5.
6.
7.
8.
Don’t be defensive.
Seek specific examples.
Be sure you understand (summarize).
Share your feelings about the comments.
Ask for definitions.
Check out underlying assumptions.
Be sensitive to sender’s nonverbal messages.
Ask questions to clarify.
19
How Do You Receive and
Understand Messages Accurately?
• Listening
• Active Listening
• Sensing
• Attending
• Reflecting
20
How Can You
Utilize Nonverbal Cues?
•
•
•
•
Visual
Tactile
Vocal
Time and Space
21
Exhibit 3.3: Means of Nonverbal Communication
VISUAL
Components
Examples
Meanings Communicated
Image
Facial Expressions
Eye Movements
Posture
Gestures
Clothing, hygiene
Frown, smile, sneer
Looking away, staring
Leaning in, slumped
Handshake, wave
Values, competence
Unexpressed feelings
Intentions, state of mind
Attitude
Intentions, feelings
TACTILE
Touch
Pat on the back
Gentle touch on an arm
Approval
Support and concern
22
Exhibit 3.3: Means of Nonverbal Communication
(continued)
VOCAL
Components
Examples
Meanings Communicated
How things are said
Vocal intonations
Loudness, pitch, rate
Rhythm, pitch, clarity
Different meanings, e.g.
Sarcasm, disapproval
SPACIAL
Body closeness
Furniture arrangement
0 – 2 feet
Large pieces far apart
Feelings of intimacy
Formal and serious
23
How Can You Adapt to Diversity
of Communication Styles?
• Differences in Communication
Styles
•
•
•
•
The Socializer
The Director
The Thinker
The Relater
24
Cultural Differences
25
Gender Differences
26
How Can You Facilitate
Communication with Diversity?
•
•
•
•
Assume Differences
Emphasize Description
Empathize
Treat Interpretations as
Guesses
27