1. COMMON BARRIERS TO COMMUNICATION 1. SEMANTICS Definition of words Choice of words

2. COMMON BARRIERS TO COMMUNICATION 2. POOR CHOICE, USE OF CHANNELS  When to use certain channel Oral alone: Simple reprimand Settle simple dispute Written alone: Don’t need immediate feedback Need record

3. COMMON BARRIERS TO COMMUNICATION 2. USE OF CHANNELS Both channels: Commendation Serious reprimand Important policy change Nonverbal Be aware of it.

4. COMMON BARRIERS TO COMMUNICATION 3. PHYSICAL DISTRACTIONS 4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS

5. COMMON BARRIERS TO COMMUNICATION 7. PERCEPTIONS Stereotypes Halo effects Selective perception See and hear what we expect Ignore if conflicts with “what we know.” Projection

6. COMMON BARRIERS TO COMMUNICATION 8. FILTERING, SCREENING NEGATIVE INFORMTAION 9. EVALUATING THE SOURCE 10.ABSENCE OF FEEDBACK, POOR FEEDBACK

7. COMMON BARRIERS TO COMMUNICATION 11. INFORMATION, DATA OVERLOAD 12. POOR LISTENING LISTEN TO RESPOND LISTEN TO UNDERSTAND

8. TO OVERCOME BARRIERS: èLearn to use feedback well. èBe sensitive to receiver’s point of view. èListen to UNDERSTAND! èUse direct, simple language, or at least use language appropriate to the receiver. èUse proper channel(s). Learn to use channels well. èLearn to use supportive communication, not defensive communication.

9. LISTENING WITH... “EXPERIENCE” “WHAT WE KNOW” BIASES STEREOTYPES PERCEPTIONS EMOTIONS

10. LISTENING LISTEN TO RESPOND LISTEN TO UNDERSTAND

11. 1. RESTATE/REPEAT 2. PARAPHRASE 3. REFLECT FEELING 4. PARAPHRASE CONTENT AND REFLECT FEELING 5. SAY NOTHING

12. LISTEN TO UNDERSTAND Before I can walk in another person’s shoes, I must remove my own. Unknown

13. LISTEN TO UNDERSTAND ASSUMES WIN-WIN 1. ASK PERMISSION 2. ESTIMTE TIME LIMIT 3. STATE BOUNDARIES STATE WHAT IS NOT ACCEPTABLE 4. USE RESPECT, GENTLENESS 5. USE COURAGE

14. LISTEN TO UNDERSTAND ASSUMES WIN-WIN RESPECT COURAGE LOW HIGH LOWHIGH X

15. LISTEN TO UNDERSTAND ASSUMES WIN-WIN BE DIRECT BE CLEAR BE SPECIFIC BE HONEST BE RESPECTFUL BE TACTFUL TAKE RESPONSIBILITY FOR YOURSELF

16. LISTEN TO UNDERSTAND  WHEN YOU ………………….. (State observed action.)  I FEEL ………………………… (State feeling.)  BECAUSE I THINK ………….. (Thought that causes the feeling.)  AND I WOULD LIKE ……….. (Request for positive action.)

17. LISTEN TO UNDERSTAND  When you meet me an hour after you said you would  I feel angry and hurt  Because I think you don’t care much about my job demands  And I would like you to call when you are going to be late.

18. LISTEN TO UNDERSTAND YOU’RE AN HOUR LATE! YOU MAKE ME ANGRY! YOU’RE ALWAYS LATE! YOU DON’T CARE ABOUT MY TIME/FEELINGS! YOU MAKE ME SICK!

19. NOT LISTENING? AUTOBIOGRAPHICAL RESPONSES: PROBE GIVE ADVICE EVALUATE INTERPRET

20. UNDERSTANDING? I KNOW WHAT YOU MEAN KNOW WHAT I MEAN? I HEAR YOU I’VE BEEN THERE! YOU UNDERSTAND ME? YOU HEAR WHAT I SAID? YOU KNOW WHAT TO DO? I KNOW WHAT YOU’RE TALKING ABOUT.

21. “FIXING” = LISTENING? “DON’T FEEL BAD.” “DON’T CRY.” “DON’T BE UPSET.” “YOU SAY THAT BUT YOU ALWAYS DO WELL.”

22. Ten Rules for Good Listening Rule ListeningReasoning Behind the Rule 1. Stop talkingYou cannot listen if you are talking. 2. Put the person at easeHelp a person feel free to talk; create a permissive environment. 3. Show the person you Look and act interested; listen to want to listenunderstand, not to oppose. 4.Remove distractionsDon’t doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet.

23. Ten Rules for Good Listening Rule ListeningReasoning Behind the Rule 5. EmpathizeTry to see the other person’s point of view. 6. Be patientAllow plenty of time; do not interrupt; don’t start for the door or walk away. 7. Hold your temperAn angry person takes the wrong meaning from words.

24. Ten Rules for Good Listening Rule ListeningReasoning Behind the Rule 8.Go easy on argument Don’t put people on the defensive and criticismand cause them to “clam up” or become angry; do not argue- even if you win, you lose. 9. Ask questionsThis encourages a person and shows that you are listening; it helps to develop points further. 10. Stop talkingThis is first and last, because all other guides depend on it; you cannot listen effectively while you are talking. Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.

25. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION 1.Channels Congruent. Incongruent. “Oh, do I Verbal and non-verbal seem upset? No, everything channels must agree. is fine” - while obviously upset. 2.Descriptive. “This is what Evaluative. “You are happened and this is how I wrong for doing what you felt about it. I’d like to suggest did.” an alternative that would be more acceptable. 3.Problem oriented. “HowPerson oriented. “Why can we solve this problem?”are you so slow?”

26. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION 4.Specific. “I felt like I did notGlobal. “You are always get equal time to cover my seeking all the recognition material in that presentation.”for our work.” 5.Owned. “I have decidedNot owned. “You have a to turn down your requestpretty good idea, but you because…”know how it is in this organization -- everyone can’t get everything they want.” 6.Validating. “That is an Not validating. “I can’t interesting suggestion.” believe you could think such a thing.”

27. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION 7.Equality oriented. “I haveSuperiority oriented. some ideas, but do you have“Your suggestion is dumb. any suggestions?”This is the way to handle this problem.” 8.Flexible. “I have someClosed-minded. “What- questions, but let’s exploreever made you think that it further.”would work?” 9.Appropriately intimate.Overbearing or aloof. “Since we have known each“I know we just met, but I other a long time, I’d likereally need to tell you to tell you how I feel aboutsomething personal.” our relationship.”

28. ORGANIZATIONAL COMMUNICATION STRUCTURE SHOULD FACILITATE, NOT HINDER MANAGE INFORMATION FLOW CLIMATE INFLUENCES INTERGROUP INTERACTIONS, BARRIERS? USE GRAPEVINE

29. COMMUNICATION NETWORKS........ Y WHEEL, STAR CENTRALIZED

30. COMMUNICATION NETWORKS...... CIRCLE ALL CHANNEL DECENTRALIZED

31. COMMUNICATION NETWORKS SIMPLE TASKS COMPLEX TASKS SLOW LESS ACCURATE FASTER MORE ACCURATE CIRCLE ALL CHANNEL Y WHEEL STAR Y WHEEL STAR CIRCLE ALL CHANNEL