A worldwide survey was conducted by the UN. The only question asked was: "Would you please give your honest opinion about solutions to the food shortage in the rest of the world?"
The survey was a huge failure...
In Africa they didn't know what "food" meant.
In Eastern Europe they didn't know what "honest" meant.
In Western Europe they didn't know what "shortage" meant.
In China they didn't know what "opinion" meant.
In the Middle East they didn't know what "solution" meant.
In South America they didn't know what "please" meant.
And in the USA they didn't know what "the rest of the world" meant.
Poor communication is often the most cited source of interpersonal conflict
Communication should include transfer and understanding of the meaning
Perfect communication doesn’t really exist
Everything a manager does involves communication.
Lack of effective communication skills can lead to problems.
Communication of content
Supportive communication
A focus on processes.
Two categories:
Coaching: giving advice, direction or information to improve performance… focus on abilities
Counselling: helping the person understand and resolve a problem themselves by displaying understanding… focus on attitudes
Communication
Sequential Steps
Encoded
Transmitted
Decoding
Noise
Feedback
Avoid barriers to communication.
Send understandable messages: Effective communication.
Listen actively
Utilize non-verbal signals.
Give and solicit meaningful feedback.
Adapt to diversity of communication styles… try multiple channels
Frames of Reference
Semantics
Value Judgments
Selective Listening
Filtering
Distrust
According to 7 C’s, communication needs to be
Clear
Concise
Concrete
Correct
Coherent
Complete
Courteous
Clear – Don’t expect people to read between the lines
Concise - Are there any unnecessary sentences?
Concrete - details (but not too many!) and vivid facts, and laser like focus
Correct – jargon and technical terms...