Communication

EFFECTIVE COMMUNICATION

AT WORK

PRESENTED BY ERIC BARKER

PROACTIVE FUTURES LIFE AND BUSINESS COACHING

Communication defined Transferring information from one part of

the business to another that leads to some outcome, changed behaviour or changed practice

Formal Communication – established and agreed procedures

Informal Communication – channels not formally recognised – ‘the grapevine’

The communication process

Sender or Instigator

Channel Medium Receiver

Change in payment systems

Finance Dept

E-mail

Feedback

Communication Process

Source/Sender

As the source of the message, you need to be clear about why you're communicating, and what you want to communicate. You also need to be confident that the information you're communicating is useful and accurate.

MessageThe message is the information

that you want to communicate.Method?Medium?

Encoding: This is the process of transferring the

information you want to communicate into a form that can be sent and correctly decoded at the other end.

Methods of sending the message Speaking Writing Signs Actions Silence Body language Facial expressions

Sending the message Written communication 9% Reading 16% Speaking 30% Listening 45%

ChannelMessages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.

Channels of communication Formal

Meetings Memos Letters Notice boards Training sessions Intra net

Channels of communication Informal

The company grapevine Grumbling Gossip Rumour Mis-information

decoding Just as successful encoding is a skill, so is

successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.) Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.

Receiving the message Visual

87% effective Hearing

7% effective

Remember hearing is not listening!!

People remember more of what they see that of what they hear

Receiver No doubt, you have in mind the actions or

reactions you hope your message will get from your intended audience.

Each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response.

To be a successful communicator, you should consider these before delivering your message, and act appropriately.

Feedback Your audience will provide you with feedback,

verbal and nonverbal reactions to your communicated message.

Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message.

If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.

The context

The situation in which your message is delivered is the context. This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).

FACE TO FACE Much of our communication

takes place in face to face conversations.One to oneMeetings Interviews

5 questions about your communication What is the message Who am I sending it to How will I send it What do I want to achieve How will I know I have been understood

Duplo puzzle activity. An exercise requiring 2 volunteers and

plenty of observation

Barriers to communication The sender

Choice of words Tone Style Channel Method Presumption Timing credibility

Barriers to communication

The receiver Inattention Mis interpretation Prejudice Fear Prior assumptions Personal motivation Lack of knowledge/education

Other blocks

Techno speak Gobbledygook Poor telecoms Boredom Conflict Previous failure to communicate low morale Poor management

Hearing or listening? Hearing is a natural inbuilt ability caused

by sound waves vibrating the ear drum.

Listening is an acquired skill that can be learned and refined with practice.

Even people who can’t hear can listen!

Listening process Receive the message Understanding the message Checking the message Absorbing the message Replying to the message

POSITIVE LISTENING

Face the person and concentrate Eye contact Lean forward slightly Ask open enquiry questions Responsive behaviours

Effective listening Put the speaker at ease

Space, privacy,time,comfort. Not interrupting

allow time for silence Signalling that you are listening

Nodding/smiling/verbal clues Listening with your eyes

Ineffective listening Day dreaming Assuming you know Looking for faults or disagreements Listening for facts only but missing

feelings and details, No awareness of body language

Listening Exercise Get into threes and take on the roles of

Talker Listener Observer

The talker should talk for 5 minutes telling a true story from his or her own life.

The listener should focus on demonstrating great listening skills.

The observer simply needs to observe and feedback on the whole listening process.

Effective CommunicationClearConciseCorrectCompleteCourteousConstructive

Clear Checking the facts Feedback Questions to clarify Listening skills Alertness to body language Emotional content

ConciseKISS

BRIEF TO THE POINT SUMMARISE GET LISTENER TO REPEAT BACK

Complete and correctFull pictureNecessary detailsTechnical stuffAccurateRelevant

Courteous and constructive Polite Non threatening tone Positive No accusations Timing Style and method Body language/rapport Win win