2. The Communication Process

3. Good Communication Skills  Active Listening  Nonverbal Language choices  Avoiding Misunderstandings  Inferences vs. Facts  Choosing the correct communication type

4. Active Listening  Hearing means the brain is registering sounds.  Listening means paying attention to what is being said and trying to understand the full message.

5. Tips  Stop talking!  Put the talker at ease  Show a talker that you want to listen  Remove distractions  Empathize with a talker  Be patient  Hold your temper  Go easy on argument and criticism  Ask relevant questions (clarifying questions)

6. Nonverbal messages  Body language  Posture  Facial expressions  Tone of voice  Silence  Check the facial expression herehere

7. Factors that Impact Your Message

8. Misunderstandings  Word choices  Be precise and specific Be precise and specific  Avoid buzzwords Avoid buzzwords  Cultural differences  Be aware of cultural issues Be aware of cultural issues  Perceptions  Remember that people perceive things differently Remember that people perceive things differently

9. Inferences vs. facts  Make sure you aren’t jumping to conclusions  Keep focused on facts  Be aware of your prejudices

10. What are the facts?  On Friday night Jack and his wife went down to their cottage. On Saturday, Mary had an accident at the beach. Jack was really upset because he didn’t think he would be able to drive his car back on Sunday night. The water and wet conditions were partially responsible for the accident on Saturday. Jack was able to borrow a car and drive his wife and 2 kids to town Sunday.

11. Inference problems  Employee who is Packer fan is sick on Monday morning.  Two employees have been arguing with each other over a project. One employee just found her car vandalized in parking lot.  One employee tells you about how Sue has a gambling problem. Sue comes to you with a question about missing petty cash.

12. Types of Messages  Oral communication  Conversations  Interviews  Meetings  Formal presentations  Telephone calls Written communication Policies Memos Letters Reports E-mail Bulletin board notices Posters

13. How to Choose  Use written communication when:  You can wait for the receiver to read it.  You can’t afford to bring people together.  The message is complex.  The information is more factual than sensitive.  You won’t be embarrassed for others to read the message.  You need a record of the communication.  The receiver is able to read your language and use your technology.

14.  Use oral communication when:  The message is sensitive.  You need immediate feedback.  The receiver might have difficulty reading.  You want to build a relationship or see reactions.

15. Choosing the Most Effective Message Type  Time and cost limits  Complexity and sensitivity of the issue  Need for a record  Need for feedback  Capabilities of the receiver  Need for confidentiality (remember that email is not private)

16. Controlling Emotion  Breathe deeply  Visualize - soothing place, color or image  Count to 20  Focus on distant image  Remove yourself

17. I Mean…Communication Confusion  I’ll be back in a minute means _____ minutes.  If someone will be ready in a few minutes, it means _____ minutes.  If someone is often late for work, it means _____ times per _____ month.  If someone says there are too many errors in a summary report, it means ____ _ errors

18. Buzzwords & Acronyms  Paradigm  Synergy  Dog-and-pony show  Reinvent the wheel  B2B  CEO  FYI  ASAP

19.  Our core competency is leveraging knowledge- management best practices to provide seamless, real-time, on-demand support 24/7 for end users in risk-averse vertical markets.

20.  In South Korea, you show respect by looking downward, away from eyes  In Jordan, you would stand very close – only a few inches - to other people when you talk with them.  In the UK, the first floor is the floor above ground level.  In Japan, “yes” does not necessarily mean agreement. It can mean “I hear you.”

21.  “I was trying to make a point to my young grandchild. ‘Two’s company, three’s a crowd,’ I said. ‘No, no, Granny,’ he responded. ‘Three’s company. That’s the way it is on television.’ Another time I suggested that a rolling stone gathers no moss. One of my grandchildren retorted, ‘Now why would Mick Jagger need moss?’”  May McNair, “I Just Don’t Understand You: Generations,” Detroit Free Press Magazine, March 28,1993, pg. 5

22. A Drawing That May Be Perceived in More Than One Way