communicating. all employees require technical and interpersonal skills
TRANSCRIPT
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US Army Corps of Engineers
COMMUNICATING
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US Army Corps of Engineers
ALL EMPLOYEES REQUIRE TECHNICAL AND INTERPERSONAL
SKILLS
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US Army Corps of Engineers
INTERPERSONAL SKILL
• Motivation to Contribute
• Knowledge of Skills
• Ability to Put into Practice
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COMMUNICATION DEFINED
• Sender and Receiver: People• Dynamic, On-going,
Transactional Process• Effective Communication is
Shared Meaning
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US Army Corps of Engineers
COMMUNICATION
Accomplished Through Sending and Receiving Messages• Context• Rules• Channels• Noise• Receivers and Senders
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• Context• Rules• Channels• Noise• Receivers
and Senders
Transmit message
Transmit feedback
encode
encodedecode
decode
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COMMUNICATION MODEL: SENDER
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PERCEPTIONS FORMED
We form perceptions about ourselves and others that affect our sending and receiving communications
• Expectations• Snap Judgments• Stereotyping
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COMMUNICATION IMPACT
A study showed that
Total Impact = .07 verbal + .38 vocal + .55 facial
Most researches agree that about 90% of a message’s impact is non-verbal
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POP QUIZ
Effective communication occurs when:
a. There is shared meaning
b. Emotional and message content are consistent
c. People see and respond to advertisements
d. A person talks and another listens
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US Army Corps of Engineers
POP QUIZ
Effective communication occurs when:
a. There is shared meaning
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US Army Corps of Engineers
Researchers generally agree that verbal--the words that are spoken—communication accounts for about _____ % of the communication.
a. 80
b. 50
c. 30
d. Less than 10
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US Army Corps of Engineers
Researchers generally agree that verbal--the words that are spoken—communication accounts for about _____ % of the communication.
d. Less than 10Non-verbal communication can account for 93% of the communication
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NON-VERBAL COMMUNICATION
• Body Language
• Eye and Facial
• Clothing• Color• Time
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NON-VERBAL CONTINUED
• Spatial • Touch• Silence• Smell• Location
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NON-VERBAL COMMUNICATION
• When the content and non-verbal seem to be contradictory, people will “believe” the non-verbals.
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COMMUNICATION MODEL: RECIEVER
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LISTENING
Listening is making sense out of what you hear.–Passive/Recreational Listening–Understanding–Evaluation–Listening to be Helpful–Active Listening: High Receive
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PERCEPTION
Is a process of…
– Selection– Organization– Interpretation
…of stimuli.
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PERCEPTIONS
“If perceptions were reality we wouldn’t need science”
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PERCEPTUAL BIASES
• Actor-Observer • Reconstructing History• Lake Woebegone Effect
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EXAMPLES OF PERCEPTUAL BIASES
• Actor/Observer• Reconstructing History• Lake Woebegone – We judge
ourselves as above average in all areas
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____________ is (are) a perceptual bias.
a. Lake Woebegone
b. Prejudice
c. Gender
d. Denial
POP QUIZ
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US Army Corps of Engineers
____________ is (are) a perceptual bias.
a. Lake Woebegone
POP QUIZ
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ATTITUDES AND VALUES
• We Have Attitudes About Almost Everything
• Attitudes Frame Stimuli and We Automatically Evaluate
• Attitudes Influence Perception and Thoughts
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Attitudes-Thought-Perceptions
Perceptions
Attitudes
Thought
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COMMUNICATION PARADOX
• It is Impossible Not To Communicate– i.e. Not Communicating,
Communicates: Have Shared Meaning
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RECAP
• Shared Meaning Between Receiver and Sender: What is said must be what is heard.
• Most Communication is Non-Verbal• Numerous Factors Effect How we
Communicate: Send and Receive Messages
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COMMUNICATION OCCURS WITH SHARED MEANING
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COMMUNICATION GOAL--UNDERSTANDING
In the Context of Our Mutual Interest, Understand How Others View the World–Values, Attitudes, Interests, etc.
Understanding is unconditionally constructive …even if we aren’t understood