Chapter 12 Communicating Effectively

• Good communications and

their importance • Obstacles to good communication

• Listening • Directing people at work • Business • Meetings

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Good Communications and Their Importance

Communications is a term that sums up the the sending and receiving of messages. It may take many forms.

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Types of Communications

• Interpersonal communication • Organizational communication • Two-way or open communication

• Interviewing communication • Small group communication • Mass communication

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The Communication Process

Sender

Transmits Message Thinks meaning of  message Expresses  meaning in words or  symbols

Receives  Message Translates words or  symbols

Understands and accepts  meaning

Receiver 4

The Importance of Communication

• The major function of a

manager is to send messages.

• Poor communication =

problems.

• The most neglected

communication skill is listening (receiving). • A manager must listen to employees, as well as customers.

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Obstacles to Good Communication

• How Communicators  Affect the Message • How Symbols Can

Obscure the Meaning • Problems in Sending

the Message

• Problems in Receiving

the Message

• Removing Obstacles to

Communication

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Ways Communicators Affect the Message

• Differences in background,

education, past experiences, and intelligence.

• Differences in attitude, opinions,

and values. • Prejudices. • Differences in perception. • Assumptions and expectations. • Emotions. • Trust/Distrust. • Verbal,listening, and reading skills. • Hearing ability. 7

How Symbols Can Obscure the Meaning

I want to go HOME!!

• Symbols can be words,

pictures, or body language.

• Words are often

Sure I’ll work overtime!

misinterpreted due to vagueness and language barriers.

• Body language or facial

expressions may not match the speakers words.

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Problems in Sending the Message

• Bad timing • Not having receivers

attention

• Message is sent to the

wrong person

• Message sent with

wrong means • Forgot to send

message

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Problems in Receiving Messages

• Assumptions,

attitudes, phrasing, etc. may obscure the meaning. • Receiver is

preoccupied or not interested.

• Message or delivery triggers a negative reaction.

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10 Ways to Remove Communication Obstacles

1. Build a climate of trust. 2. Send your message clearly and explicitly, take into

account receivers abilities.

3. Send your message at the best time and have the receivers

attention.

4. Send your message to the right person(s). 5. Choose the best means to send your message. 6. Make sure the message is understood, accepted, and acted

upon. 7. LISTEN. 8. Be objective. 9. Avoid slang. 10. Never communicate angry. 11

Listening: Paying complete attention to what people have to say and hearing them out.

Benefits of good listening: • Solving problems, relieving tension • Getting the workers point of view • Building a positive work climate • Establishing good relationships How?

• Active Listening • Undivided attention • Hear the person out • Look for the real message • Keep emotion out of it • Maintain your role 12

Bad Listening Practices

• Going off on

tangents • Reacting

emotionally

• Cutting the speaker

off

• Distractions

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Directing People at Work: assigning tasks, giving instructions, telling people how to do things, guiding and controlling performance.

• Send a clear message: explicit,

specific, and complete.

• Get your message accepted: build

trust, get the interest of the receiver, make sure the message is reasonable.

• Make a positive impact. Put

yourself on the employees level, talk to them person to person. • Follow the steps for giving

instructions.

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Steps for Giving Instructions

Step 1: Plan what your

going to say, to whom, when, and where.

Step 2: Establish a climate

of acceptance.

Step 3:Delivery instructions calmly and confidently.

Step 4: Verify

understanding.

Step 5: Follow up: observe,

check, assist, and evaluate your instructions. 15

Communication Zones: zones of comfortable communication

• Personal space: 2-3 ft. • Social distance: 4-7 ft. • Public distance:7-25 ft.

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Business Writing: Common Pitfalls

• Too long, too wordy • Too vague • Too much jargon • Poorly organized • Purpose not clear • Sloppy: misspelling, incorrect grammar

• Too negative • Indirect

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Tips for Better Business Writing

• Pay attention to who the reader will be,

write from their perspective.

• Organize your thoughts. • Use simple words. • Get to the point quickly. • Be positive. • Be natural, write as if you were talking. • Write clearly. • Show benefits. • Keep it short. • Always check your document for

mistakes. 18

Meetings: Make them effective.

• Be prepared: use an agenda. • Start on time: review agenda. • Summarize and move on. • Keep discussion focused. • Keep meeting minutes. • Have some rules of order. • Handle differences of opinion

with respect.

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