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Effective communication is essential for both vertical and horizontal information flow, fostering an atmosphere of openness and valuing others' opinions. Many professionals struggle with essential communication tasks, leading to disengaged audiences. This model outlines key elements of communication: skillful senders, clear encoding, appropriate channels, accurate decoding, and the importance of feedback. Overcome communication barriers through active listening, empathy, and trust. Developing interpersonal skills is crucial for success in the workplace, as research shows these skills are often lacking.
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Communication • Important for: 1) vertical and horizontal information movement; 2) atmosphere of openness; 3) concern for the opinions of others • A banking executive said most managers “cannot write a letter, make a compelling presentation, or put together a speech that doesn’t have half the audience looking at their watches.” • It’s both oral and written!
I. Communication Process Model • A. Sender needs skill and knowledge • B. Encoding – some are more effective at using language symbols than others (e.g. syllabus) • C. Message – may have more than 1 meaning • D. Channel is medium – medium should match message. Face-to-face enables feedback, facial expression, and the intended message to be more accurately sent.
I. Communication Process Model (cont’d) • E. Decoding – receiver “translates” message. What you attend to, encode, store, and retrieve influences how you perceive the message. Perception may not be reality! • F. Feedback – comprehension check. Was the intended message communicated? • G. Noise – interferes with the message
II. Choosing media • A. Is it rich? Does the medium allow the intended message to be communicated? (face to face [2-way] is richest). Each medium has “information carrying capacity.” • B. Which medium is right? The message complexity suggests a medium with a particular richness. Use medium contingent upon the message complexity.
Richness Of Communication Medium overloaded effective match oversimplified Problem Complexity
III. Nonverbal Communication • What does it look like? • How much is communicated?
IV. Barriers to Effective Communication • Filtering – information reduction by sender • Selective perception – what you attend to • Judging message • Not listening with understanding (Covey) • Information overload • Etc.
V. Overcoming Barriers • A. Solicit feedback – request information of message, restate in own words, performance appraisals, look for nonverbal cues • B. Simplified language • C. Active listening – including empathy
VI. Developing interpersonal skills • Biggest reason for job failure is interpersonal skills. Study showed graduates are most deficient in leadership and interpersonal skills. • Active listening • Listen intensely – eyes, head nods, avoid distractions, show interest, don’t interrupt • Use empathy – adjust to your speaker’s world • Acceptance – don’t formulate response in mid-speak • Responsibility for completeness – paraphrase
VII. Feedback • A. Must establish culture of trust and respect before constructive feedback is accepted • Effective feedback • Focus on behavior • Impersonal • Goal oriented • Timely – more than 1 time each year • Controllable (Deming?)
