Communication

Communication

Kristen SaricksEddie ZalewskiChris Newman

Message Channels

One’s perception of a message depends greatly on what channel was used to send the message

Two channels:VerbalNon-verbal

Verbal Communication

Spoken wordsWritten wordsVisual symbols

Non-Verbal Communication

Body languageActions

Good Body Language

Make eye contact Give a firm handshake Stand straight

Smile Keep arms uncrossed

Poor Body Language

Slouching Crossing arms Appearing eager to leave

Touching inappropriately Showing anger

Communication Tips

The following can be used to keep a listener’s attention:Vary your:InflectionSpeedVolume

Utilize good body languageKeep a good distance – about three feet awayPronounce your words correctly

Status Differences

Managers should be careful to avoid making employees feel as though they are of lesser importance than themselves when communicating with them

Praise should be given when employees work hard, complete a task successfully, take initiative, etc. in order to keep employees feeling happy and needed in the company

Feedback

Feedback is a message that the receiver gives the sender that indicates the receiver understands the message

Provide positive feedback to assure the sender that you are listening to their message and understand what they are saying

Both verbal and nonverbal feedback should be utilized when communicating

Listening

In order to effectively listen and understand and remember a message, you must:Hear what the sender is sayingAvoid distractionsGive the sender your full attentionPay attention to both verbal and nonverbal messages

Effective Communication

Effective communication involves:Avoiding slangBeing brief, in order to not bore the receiver

Being preciseBeing selective about the time and place in which you deliver the messageDeliver the message directly to the

receiver – sending messages through the grapevine increases the chance that the message will be delivered incorrectly

Empathetic Communication

If an employee opens up to you about a difficult issue, provide them with empathetic and positive feedback

You do not always need to know the answer to their problem - sometimes listening is enough to help them feel better

Cultural Differences

Encourage employees with difficulties speaking English to repeat when necessary

Assure them that it is okay to make mistakes when speaking

Be aware of physical contact with foreign workers that may not be culturally acceptable to them