Communication Skills Ppt @ BEC DOMS MBA 2009

8/2/2019 Communication Skills Ppt @ BEC DOMS MBA 2009

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Communication Skills


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Concepts Words Mean Different Things to

Different People.

The Initiation of a MessageProvides No Assurance It HasBeen Received.

Communications Often Become

Distorted as They AreTransmitted.


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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


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Communication of Content

Channel choices

In person

Telephone

Email

Written

Third party


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Supportive

Communication A focus on processes. Two categories:

1. Coaching: giving advice, direction orinformation to improve performance focuson abilities

2. Counselling: helping the person understandand resolve a problem themselves bydisplaying understanding focus onattitudes


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What Is the Interpersonal

Communication Process? Communication

Sequential Steps

Encoded

Transmitted

Decoding

Noise

Feedback


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Exhibit 3-1: The Communication Process Model


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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


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What Are the Barriers

To Communication? Frames of Reference

Semantics Value Judgments

Selective Listening

Filtering Distrust


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Attributes of effective

communication Problem oriented not person oriented

I dont like the way you dress for work.

You are not very professional.


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communication Congruence versus incongruence

Mismatch between what one feels/thinks

and what one says

Im disappointed that we didnt reach our

target and that we arent getting ourbonuses.


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communication Descriptive versus evaluative

Avoid judgment

How:1. describe objectively;

2. focus on the behaviour and your reaction not the

others attributes;

3. focus on solutions

You screwed up


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communication Invalidation:

Superiority

Rigidity

Indifference

impervious

Validation:

Respectful

Flexible

Two way

communication

Identify areas of

agreement


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communication specific not global

you never ask for my advice

You are lazy


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communication Conjunctive not disjunctive

Lack of equal opportunity to speak?

Extended pauses?

Who controls the flow?

A continuum


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communication Owned not disowned

Use of I statements not you or other

statementsIve heard that you


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communication Two way not one way

Listening by responding


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Exhibit 3-2: Guides for Giving and Receiving Feedback(continued)

Criteria for Receiving Feedback

1. Dont be defensive.

2. Seek specific examples.

3. Be sure you understand (summarize).

4. Share your feelings about the comments.

5. Ask for definitions.

6. Check out underlying assumptions.

7. Be sensitive to senders nonverbal messages.

8. Ask questions to clarify.


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How Do You Receive and

Understand Messages Accurately?

Listening

Active Listening Sensing

Attending

Reflecting


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How Can You

Utilize Nonverbal Cues? Visual

Tactile

Vocal

Time and Space


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Exhibit 3.3: Means of Nonverbal Communication

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competence

Facial Expressions Frown, smile, sneer Unexpressed feelings

Eye Movements Looking away, staring Intentions, state of mind

Posture Leaning in, slumped Attitude

Gestures Handshake, wave Intentions, feelings

VISUAL

Touch Pat on the back Approval

Gentle touch on an arm Support and concern

TACTILE


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Exhibit 3.3: Means of Nonverbal Communication(continued)

Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings, e.g.

Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval

VOCAL

SPACIAL

Body closeness 0 2 feet Feelings of intimacy

Furniture arrangement Large pieces far apart Formal and serious


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Differences in

Communication Styles

The Socializer

The Director

The Thinker

The Relater

How Can You Adapt to Diversity

of Communication Styles?


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Cultural Differences


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Gender Differences


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How Can You Facilitate

Communication with Diversity?

Assume Differences

EmphasizeDescription

Empathize

Treat Interpretationsas Guesses

Communication Skills Ppt @ BEC DOMS MBA 2009

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