EFFECTIVE COMMUNICATION -Problem Solving

Communication is the transfer of a message -Conflict Resolution

(information, idea, emotion, intent, feeling, or
something else) that is both received and 4 basic categories of media
understood. 1. Verbal - includes
face-to-face conversations, telephone
Effective communication means that the conversations,
message is received, understood, and acted on speeches, public address
in the desired manner. announcements, press conferences,
and other approaches for conveying the
Hearing is the physiological decoding of sound spoken word.
waves, but listening involves perception. 2. Nonverbal - includes gestures, facial
expressions, and
Effective listening - receiving the message, body language
correctly decoding it, and accurately perceiving 3. Written - letters, memorandums,
what it means. billboards, bulletin boards, manuals,
books, and
Empathetic listening means listening with the any other method of conveying the
intent to understand. written word.
4. Electronic - category includes the
Responsive listening means seeking to transmission of digital data as
receive and affirm both the messenger and the well as any other form of electronic
message. transmission that can be
converted into a message understood
Proximity involves factors ranging from where by humans
you position yourself when talking with an
employee, to how your office is arranged, to the Technological developments
color of the walls, to the types of fixtures and -Word Processing
decorations. -Satellite Communication
-Computer Modems
Personality is used to describe a relatively -Cordless Telephones
stable pattern of behavior, thought, motives, -Cellular
emotions, and outlook that are distinctive to a -Telephones
given individual and that characterize that -Telephone Answering Machines
individual throughout life. -Facsimile Machines
-Pocketsized Dictation Machines
Communication levels -Electronic Mail.
1. One-on-one–level communication
2. Team- or unit-level communication Common Inhibitors of Effective
3. Company-level communication Communication
4. Community-level communication 1. Differences in meaning
2. Lack of trust
Key elements of the total quality concept 3. Information overload
-Customer Focus (Internal and External) 4. Interference
-Total Employee Involvement and 5. Condescending tone
Empowerment 6. Poor listening skills
-Leadership 7. Premature judgments
-Teamwork 8. Inaccurate assumptions
-Decision Making 9. Kill-the-messenger syndrome
-Problem Prevention
Inhibitors of effective listening -Choose soft, soothing colors rather than harsh,
1. Lack of concentration stark, or overly bright or busy colors.
2. Preconceived ideas -If possible, have refreshments such as coffee,
3. Thinking ahead soda, and snacks available for visitors to your
4. Interruptions office.
5. Tuning out
6. Interference Factors
1. Show interest
Personal benefits to managers include these: 2. Be friendly
-Barriers are broken down. 3. Be flexible
-Valuable insights are gained. 4. Be tactful
-Communication is encouraged. 5. Be courteous
-Misconceptions are cleared up.
-Learning takes place. Asking questions effectively
1. Drop your defences
Descriptors of Responsive listening 2. State your purpose
1. Active 3. Acknowledge emotions
2. Alert 4. Use open-ended questions
3. Vigilant 5. Phrase questions carefully
4. Sensitive
5. Creative Strategies for Improved Written
Communication
Pointers that managers can use to become 1. Plan before you write
more responsive listeners and to help 2. Be brief
employees do the same include these: 3. Be direct
-slow down 4. Be accurate
-allocate your listening time 5. Practice self-editing
-concentrate fully
-Grant a fair hearing Steps for writing better reports
-make it easy for the person to talk 1. Define the problem
-Understand completely 2. Develop a workplan
-clarify expectations 3. Gather relevant data
4. Process findings
Strategies for improving listening skills 5. Develop conclusions
-listen more and talk less 6. Make recommendations
-ask clarifying questions
-listen intuitively Guidelines corrective feedback
-concentrate 1. Be positive
2. Be prepared
Nonverbal Communication Factors 3. Be realistic
-body factors 4. Don’t be completely negative
-voice factors
-proximity factors 2 approaches to use for communicating
corrective feedback
To send the nonverbal message that 1. Talk-question-listen
employees are welcome to stop and talk, try 2. Listen-question-talk
using the following strategies:
-Have comfortable chairs available for visitors.
-Arrange chairs so that you can sit beside
visitors rather than behind your desk.
Strategies/Steps for improving communicating
skills
1. Keep up-to-date
2. Prioritize and determine time
constraints.
3. Decide whom to inform
4. Determine how to communicate
5. Communicate and follow up
6. Check understanding
7. obtain feedback

Benefits of electronic communication

1. messages can be transmitted rapidly
2. messages can be transmitted
simultaneously to more than one
person
3. messages can be printed if a hard copy
is needed
4. messages can be prompted and
acknowledged electronically.

Disadvantages include the following:

1. The inability to transmit
nonverbal messages electronically
2. The potential for overuse.

Steps
1. Recognition of the need
2. Careful selection
3. Training
4. Measurement and reward

Strategies
1. Value people
2. Give people what you want to get back
3. Make cooperation a habit

Group of characteristics
1. Introversion versus extroversion
2. Neuroticism versus emotional stability
3. Agreeable versus stubborn
4. Conscientious versus undependable
5. Open to experience versus preference
for the familiar.