1. INTERPERSONAL COMMUNICATION

2. COMMUNICATION PROCESS • Transferring and understanding of meaning • Why?

3. COMMUNICATION PROCESS • Transferring and understanding of meaning Noise Medium Person A Encodes Information Person B Senses Decodes Information Noise Noise Noise Medium

4. Email/Electronic Media Tradeoffs • Too Casual • Grammar; Heat of the moment • Richness—Often misunderstood • Emoticons? • Informational Overload • Blurred Boundaries • Relationships • Conflict Spiral • Human Moment

5. COMMUNICATION BARRIERS • Language • Different 1st languages • Jargon/semantics (Northern exposure; sexual relations) • Literal? • Filtering • Selective perception • Beliefs, values and expectations influence how we interpret meaning • 4th of July; Noah vs. Moses

6. COMMUNICATION BARRIERS • Physical location and distractions • Emotions • Poor listening • Defensive/Evaluative • Partial • Assumptive • (remember closure)

7. OVERCOMING THE BARRIERS

8. ACTIVE LISTENING IS... • ...The MOST effective way to overcome the barriers to effective communication. • ...NOT hearing. • ...ESSENTIAL to managerial success. • 40% of workday • Most important skill in becoming an effective manager • ...a skill we typically do not perform well.

9. INTERNAL Empathy Suspend judgment Resist distractions Search for themes Meta-talk Symbolic Body language Paralinguistics EXTERNAL Paraphrase the message Ask questions Make eye contact Take Notes Avoid distracting/interrupting Use nods & appropriate facial expressions ACTIVE LISTENING

10. Cross Gender & Cultural Communication • Cross gender • Women say 22-25,000 words a day • Men? • Direct vs. Indirect communication • Status/independence vs. connection/intimacy • Apologies • Language • Physical Space • Greeting • Cultural differences • Gender differences • Eye contact

11. Cross Cultural Communication • Time • Leisurely vs. impatient • Task vs. Relationship • Monochronic vs. Polychronic • Gender and Cultural • Direct/Indirect • Gender and Cultural • High Context

12. Cross-Cultural Dialogs • Only later do you realize there has been a misunderstanding • Know the cultural norms and styles of interaction/communication of key players • Don’t assume you understand • Verify that what you understood was what was intended • Verify that what you intended is what was understood • Listen to what’s not said • Avoid Yes/No questions