1. CHAPTER 10 COMMUNICATING EFFECTIVELY

2. 1. Define communication and the communication process 2. Contrast formal and informal communication 3. Explain how electronic communication affects the supervisor’s job 4. List barriers to effective communication 5. Describe techniques for overcoming communication barriers 6. List the requirements for active listening 7. Explain the behaviors necessary for providing effective feedback

3.  What is communication?  Transfer and understand meanings  Effective communication  Understanding, rather than agreement

4. 1. Sender 2. Encoding 3. The message 4. Channel 5. Decoding 6. Receiver 7. Feedback

5.  Formal  Informal  Oral  Written  Electronic  Verbal  Non-verbal  Grapevine

6.  Language  Listening habits  Lack of feedback  Perception  Role requirements  Information medium  Lack of honesty  Emotions

7.  Think First  Constrain emotions  Learn to listen  Tailor language to receiver  Match words and actions  Use feedback  Participate in assertiveness training

8.  Understand from the speaker's point of view  Listening with  Intensity  Empathy  Acceptance  Willingness to take responsibility for completeness

9.  Positive vs. Negative feedback  Effective feedback  Focus on specific behavior  Keep feedback impersonal  Keep feedback goal-oriented  Make feedback well timed  Ensure understanding  Direct negative feedback to resolution