Interpersonal Communication Instructor: Pamela Parker Dungan
Effective Supervisory Communication • Is the very basis of our relationships with others. • Clearly identify and understand their own communication style and the styles of others. • Able to communicate on different levels • Practice Active Listening • Identify & overcome communication barriers
Introduce Yourself … Personal Analysis of Leadership Style – • Which leadership characteristics of you was most important? • How do you communicate that leadership characteristic?
Overview of the Class • Describe the Communication Process • List the elements of communication • List the responsibilities in communicating clear messages • Identify barriers in communicating with staff
Overview of the Class • Identify communication style • Identify communication style of staff • Identify listening skills for improvement • Demonstrate active listening
Overview of the Class • Minimize barriers to effective listening • Provide positive and productive feedback using a three-part method • Identify words and terms to avoid using.
Effective Communication Definition: • The means through which people exchange information, feelings, and ideas with each other.
Communication Model • Sender Message (information) is sent by the sender • Receiver Receives the message and responds to message (feedback)
Perception & Reality • Is communication what a person says (or thought he/she said)? • Or is it what the listener hears (or thought he/she heard)?
Perception & Communication • The 1st step to better communication: • Develop the awareness that our perceptions can direct how and what we communicate.
Perception Filters • Perception is the process of gathering information through our senses, organizing and making sense of it.
What Affects Perceptions? • Previous experience and learning
What Affects Perceptions? • Attitudes and Interests
What Affects Perceptions? • Needs & Feelings
What Affects Perceptions? • Current situation
People see things differently • All people do not "see" the same thing when looking at a visual image.
Perception differs from individual to individual due to ... • Personal Differences • Socio-Economic Differences • Cultural Differences
Examples of Personal Perception Filters • Age, • Gender • Race • Past experiences
Examples of Social Economic Filters • Occupation • Level of education • Environmental factors • Family upbringing
Examples of Cultural Differences • Language • Customs • Belief Systems • Historical Perspective
Influences on Perception • Every characteristic of an individual influences what that individual chooses to: • see • hear • taste • touch • smell
Influences of Individual’s Background • How information is interpreted to create meaning for an individual is also influenced by his/her unique make-up and background.
Perception Exercise • Pair-Up • One person will draw the picture the other person is holding • The person with the picture will give directions to the drawer as to how to draw the picture • The drawer cannot ask questions, just follow directions
Perception Exercise • What did you draw? Why? • What types of miscommunication are represented? • Are misunderstandings often the result of differences in perception?
Tell me … Once in a a Lifetime
Count the F’s in this sentence Finished files are the result of years of scientific study combined with the experience of many years.
There were 6 F’s Finished files are the result of years of scientific study combined with the experience of many years.
Discussion Questions • Why do we tend to perceive only certain things? • How could this tendency influence communication?
Questions … • Question 1: • The senator was elected to office by an “overwhelming majority.” • What percentage of the vote did he/she receive?
Questions … • Question 2: • My 17-year old is of “average” height. • How tall is he?
Questions … • Question 3: • Jane really isn’t a “brain”, but she is a good student. • What is her grade point average?
Questions … • Question 4: • Uncle Ned is a “moderate smoker”. • How many cigarettes a day does he smoke?
Questions … • Question 5: • Although this friend of mine is not wealthy, he earns a “comfortable living”. • How much does he/she make a year?
Discussion Questions • Why were the answers to each of the questions different? • What are other areas we might have different perceptions about?
The 3 Parts of Communication • Verbal • Vocal • Visual
Verbal Communication & Understanding • 7% Ability to understand comes from the particular words you say.
Vocal Communication & Understanding • 38% Ability to understand comes from the way you say the words or excitement in your voice.
Monotone and flat Slow Speed and Low Pitch High Pitched and Empathic I’m bored and not interested in what you are saying. I’m depressed and want to be left alone. I’m enthusiastic about the subject. Vocal Examples
Abrupt Speed and Very Loud High Pitched and Slow Speed I’m angry and not open to input. I don’t believe what I’m hearing. Vocal Examples
Pitch High or low; speech experts say low is desirable because it projects and is more pleasant to the employee. Picture Your way to Effective Communication
Pitch Inflection Avoid speaking in a monotone – use feelings to express an idea or mood. Emphasize key words. Picture Your way to Effective Communication
Pitch Inflection Courtesy Your employees expect it. Picture Your way to Effective Communication
Pitch Inflection Courtesy Tone It’s not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm. Picture Your way to Effective Communication
Pitch Inflection Courtesy Tone Understanding Adjust your language to your employee, no codes, no jargon. Picture Your way to Effective Communication
Pitch Inflection Courtesy Tone Understanding Rate The basic rate is 120 words per minute. Picture Your way to Effective Communication
Test Your Rate … • 120 Words per Minute?!