Professional Documents
Culture Documents
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?)