1. Communication

2. Definition
Exchange of information by two or more parties through a medium of transmittal such as writing, speaking, or signaling

3. How It Works
Noise!
… or doesn’t work

4. Three Types Verbal: expressed in spoken or written language
Non-verbal: does not rely on the written or spoken word
Virtual
Synchronous
takes place in real time, simultaneous
Asynchronous
takes place at
different times
Grrr…

5. THE KEY TO EFFECTIVE COMUNICATION

6. Active Listening

7. ACTIVE LISTENERS Maintain eye contact Are patient Focus on the topic
Have an open mind
Do not argue mentally
Tune out distractions
Lean forward and sit up straight

8. PASSIVE LISTENERS Slouch or lean back Look around
Get frustrated easily
Get angry at the speaker
Daydream
Prejudge
Argue mentally

9. Interference Selective Listening Semantics
The listener filters the message through a narrow set of expectations
Semantics
Meaning can change with the frame of reference
May create a barrier to listening

10. Favorite Quote about Listening
“I know that you believe you understand what you think I said, but I'm not sure you realize that what you heard is not what I meant.”
(attributed to Robert McCloskey,
U.S. State Department spokesman,
by Marvin Kalb, CBS reporter, in TV Guide, 3/31/84,
citing an unspecified press briefing during the Vietnam War)

11. To Listen Effectively Get your mind on the subject Anticipate
Collect your thoughts, review, prepare and show up
Anticipate
Think ahead about where the talk is headed
Recognize key ideas
Listen for specific themes and main ideas

12. To Listen Effectively Be an aggressive and active listener
Engage with the speaker
Listen critically
Approach subjects with an open mind
Consider different viewpoints and ideas
You never know what you may learn
Don’t value wit and charm over wisdom
Personality and humor are pluses, but do not substitute for content value

13. Core Listening Skills Evaluate the content, not the delivery
Leave your emotions at the door
Listen for what is not said
Eliminate distractions
Listen for major ideas
Listen for key words
Keep an open mind
Stop talking

14. Find Out More! ITT Tech Virtual Library
Self-Assessment Library: Working with Others
Communication Skills
“How good are my listening skills?” self-assessment
Direct link:

15. Difficult Conversations
Require trust
Safety
Respect
Acknowledgement
Require mutual interest
Common ground
Win-win

16. To create a safe space Note when others withdraw or attack
Both are responses to threat
Note how you feel in response to others
What makes you feel at risk?
Note the effect you are having on others
Diminish threat

17. To create a safe space Show respect for others
Recognize your own challenges, weaknesses, or errors
Consider other points of view with an open mind
Check that you understand clearly
Look for common interests and mutual benefits

18. To build trust Acknowledge feelings Never pretend they don’t show
If you ignore your own emotional response or that of another, you damage trust

19. To build trust Accept criticism Evaluate its merit Choose to ignore it
follow it
or to take issue with it

20. Techniques
Avoid generalizations:
Always
Never

21. Techniques
Avoid characterization:
You are…

22. Avoid “You” Statements
Use “I” Statements
You are always late
You never do your share
You messed up the presentation
You’re a liar
You don’t have a clue
I feel stressed when you get here 20 minutes after the time we agreed to meet
I was worried about our group grade when everyone else did four slides and you only did one
I felt hurt and angry when you blamed me for the error
Techniques

23. Quiz! Which statement on the right is NOT really an “I” statement?
I feel stupid when I ask you to explain what you mean and you just roll your eyes and don’t answer me
I feel disrespected when you call me pipsqueak
I feel that you are an idiot
Which statement on the right is NOT really an “I” statement?

24. Quiz! Which statement on the right is NOT really an “I” statement?
I feel stupid when I ask you to explain what you mean and you just roll your eyes and don’t answer me
I feel disrespected when you call me pipsqueak
I feel that you are an idiot
False “I” statements are just disguised “You” statements and do the same damage

25. Peer Review Giving feedback Ask before offering
Be mindful of environment
Be specific
Identify strengths, not just what is wrong
Give suggestions for improvement and helpful references to course content

26. Peer Review Receiving feedback
Let peers know if the timing or location doesn’t work for you
Assume all have your best interest at heart
Be open to input and non-defensive
Ask questions if you are unclear
Ask how you could have done things differently