Documente Academic
Documente Profesional
Documente Cultură
COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words
COMMON BARRIERS TO
COMMUNICATION
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record
COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.
COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
Projection
COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
COMMON BARRIERS TO
COMMUNICATION
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND
REFLECT FEELING
5. SAY NOTHING
LISTEN TO UNDERSTAND
Unknown
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
1. ASK PERMISSION
2. ESTIMTE TIME LIMIT
3. STATE BOUNDARIES
STATE WHAT IS NOT ACCEPTABLE
HIGH
RESPECT
LOW
LOW HIGH
COURAGE
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF
LISTEN TO UNDERSTAND
WHEN YOU …………………..
(State observed action.)
I FEEL …………………………
(State feeling.)
GIVE ADVICE
EVALUATE
INTERPRET
UNDERSTANDING?
I KNOW WHAT YOU MEAN
KNOW WHAT I MEAN?
I HEAR YOU
I’VE BEEN THERE!
YOU UNDERSTAND ME?
YOU HEAR WHAT I SAID?
YOU KNOW WHAT TO DO?
I KNOW WHAT YOU’RE TALKING ABOUT.
“FIXING” = LISTENING?
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. . . .
.
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Y WHEEL, STAR
CENTRALIZED
COMMUNICATION NETWORKS
. .
. . . .
. . . .
SIMPLE
CIRCLE Y
TASKS WHEEL
ALL CHANNEL
STAR
Y
COMPLEX CIRCLE
WHEEL
TASKS ALL CHANNEL
STAR
SLOW FASTER
LESS ACCURATE MORE ACCURATE