1. Anna Peterson Carlos Gutierrez Andrew Brown

3.  “The transfer of a message that is both received and understood”  Transfer of message  Idea  Emotion  Information  Intent  Feeling

4.  Four categories  Dyadic  Small Group  Mass Communication  Public Speaking

5.  No communication has occurred until message understood

6.  Message is understood by all parties  When message is acted upon in desired manner

7.  Receiving  Understanding  Acting

8.  Persuasion  Motivation  Monitoring  Leadership

9.  One-on-one  Team (peer group)  Company-level  Community-level

10.  We need to look at aspects of the Total Quality Concept  Customer Focus (listening and acting on their needs)  Listening  Asking  Observing  Probing

11.  Employee empowerment  Leadership  Inspire to make commitment  Teamwork  Everyone knows goals  How to accomplish them  Who is responsible  How everything fits together

12. http://www.youtube.com/watch?v=TzUxeCGGHnA&feature=PlayList&p=E00E 6168C97AAE99&playnext_from=PL&playnext=1&index=68

13.  Decision Making  Problem prevention  Problem solving  Conflict resolution

14.  Optimism  Consider all points of view  Be positive, honest, and consistent

15.  Message (What?)  Sender (From Who?)  Receiver (To Who?)  Medium (How?)

16.  Verbal  Non-verbal (gestures and body language)  Written  Electronic

17.  Differences in meaning  Lack of trust  Information overload  Interference  Condescending tone  Poor listening skills  Premature judgments (of topic or people)  Inaccurate assumptions  Blame the messenger!

18.  DON’T do the following:  Be secretive and withdrawn  Vague  Ignore a good idea  Be like Michael Scott!

19.  Listening is very important, and many people have difficulty with it  “receiving the message, correctly decoding it, and accurately perceiving what it means.”  Why we don’t listen: lack of concentration, interruptions, preconceived ideas, thinking ahead, interference, tuning out

21.  Empathetic Listening- intent to understand the message and messenger  Don’t overtly/covertly ignore message  Pretenders  Responsive Listening- wanting to receive and affirm the message (Active, Alert, Vigilant, Sensitive, Creative)

22.  Body Factors- how we use our body and how someone views it  Posture  Dress (Hygiene)  Gestures  Facial Expressions  Poses

23.  Not just what we say, but how we say it  Volume  Pitch  Tone  Rate of speech

24.  Where are you when communicating?  Physical arrangements (inviting vs. intimidating)  Environment/fixtures in the room  Positions of people

25.  Show interest (eye contact, but don’t be weird about it)  Be friendly (positive attitude)  Be flexible  Be tactful (Sensitivity to some issues, think before speaking)  Be courteous

27.  1. Drop your defenses (open up to employees and try to be objective)  2. State your purpose (why are you asking this question?)  3. Acknowledge emotions (don’t ignore what is happening)  4. Use open-ended questions and phrase they carefully (avoid yes/no questions so you can gather more information

29.  Plan before you write (I am writing to, purpose, points, want what done)  Be Brief (so your readers will not zone out on your communication)  Be Direct (go right to the point)  Be Accurate (not ambiguous)  Practice Self-Editing (review and revise)

30.  Define the problem (why are you doing this?)  Develop and work plan (tasks to be completed with dates to finish)  Gather relevant data (research)  Process findings (understand what the data says)  Develop conclusions  Make reccomendations

31.  Advantages for written communication  Rapid transmittal  Mass communicating  Acknowledgment of receipt  Disadvantages-  no body language or voice  Overuse

32.  Recognizing the need  Careful selection  Training  Measurement and reward

33.  Value People- people over technology  Give what you want back  Make cooperation a habit

34.  Introversion vs. extroversion  Neuroticism vs. emotional stability  Agreeable vs. stubborn  Conscientious vs. undependable  Open to exercises vs. preference of familiar