sending interpersonal messages interpersonal communication feedback listening
Post on 22-Dec-2015
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Sending Interpersonal Sending Interpersonal MessagesMessages
Interpersonal Communication
Feedback
Listening
What are my message-sending What are my message-sending habits? habits?
For questions 2-4-5-8-9: 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions 1-3-6-7-10: 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 26 : Strong understanding of message-sending techniques
21 to 25 : You can improve your message-sending skills
<= 20 : You have significant room for improvement
Skills Required to Send Skills Required to Send Messages Effectively:Messages Effectively:
Using multiple channels
Being complete & specific
Taking responsibility
Being congruent
Simplify your language
Skills for Developing & Skills for Developing & Maintaining CredibilityMaintaining Credibility
Know what you are talking about
Establish mutual trust
Share all relevant information
Be honest & reliable
Be warm & friendly
Be dynamic
Appropriate self-disclosure
Skills for Obtaining FeedbackSkills for Obtaining Feedback
Take the initiative to ask receivers for feedback
Don’t be defensive
Check your understanding by summarizing what you have heard
Check out underlying assumptions
Be sensitive to the provider’s nonverbal messages
Ask questions to clarify
Providing FeedbackProviding Feedback
For questions 1-2-4-5-6: 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For question 3: 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 16 : Excellent skills at providing feedback
13 to 15 : Some deficiencies in providing feedback
<= 13 : Indicate considerable room for improvement
Hearing: Merely picking up sound vibrations Listening: Making sense out what we hear.Effective listening: Active versus passive listening
My Listening Habits:My Listening Habits:
For questions 1-3-5-6-7-8: 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions 2-4-9-10: 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good listener
22 to 26 : You have some listening deficiencies
< 22 : You have developed a number of bad listening habits
Active ListeningActive Listening
Empathize with speakers to understand the communication from their point of view.
Four essential requirements:I. IntensityII.EmpathyIII.AcceptanceIV.A willingness to take responsibility for
completeness.
Types of ListeningTypes of Listening
I) Content Listening: Understand & retain the speaker’s message. No agree or disagree.Just focus on the information.
II) Critical Listening: Understand & evaluate the message. Ask questions.
III) Empathic Listening: Speaker’s feelings, needs & wants; Don’t judge.
To Listen EffectivelyTo Listen Effectively
I) Receiving- Physically hearing
II) Interpreting- Assign meaning
III) Remembering- Short versus long-term memory
IV) Evaluating- Critical thinking skills
V) Responding- Reacting
Evaluation FactorsEvaluation Factors Be motivated Make eye contact Show interest Avoid distracting actions Empathy Take the whole picture Ask questions Paraphrase Don’t interrupt Integrate what is being said Don’t overtalk Confront your biases Make smooth transitions between speaker & listener Be natural
Barriers to Effective ListeningBarriers to Effective Listening1) Checking your watch2) Making eye contact with someone over
the speaker’s shoulder3) Selective listening4) Listeners’ minds tend to wander5) Not sharing enough language or
experience with the speaker .......
Overcoming Barriers to Effective Overcoming Barriers to Effective ListeningListening1) Control physical barriers2) Avoid selective listening3) Keep on mind4) Give the speaker a chance to correct to your
interpretation5) Capture information6) Improve short-term memory by repeating7) Improve long-term memory by
categorization, visualization, mnemonics
Reading Nonverbal MessagesReading Nonverbal MessagesI) Visual Communication
Facial expressionsEye movementsPostures Gestures
II) Tactile Communication Use of touch to impart meaning
III) Vocal Communication Changing intonation of your voice
Using Nonverbal Communication Using Nonverbal Communication EffectivelyEffectively
Nonverbal signals match the tone & content of spoken communication
Recognizing nonverbal signals:
Facial expressions reveal the intensity of speaker’s feelings
Watch for clues from gesture & postures
Physical appearance
Be careful with physical contact, touch etc.
Pay attention to the use of time &
space
Communicating in Teams Teams: Mission and responsibility =>
Goals Formal teams: Organization structure
Ex/ Committees Informal teams: Solve a problem, work on
a specific activity, encourage employee participationEffective communication- essential to every aspect of team performance
What is My Teamwork Style?What is My Teamwork Style?
For questions 1-3-6-7-9-10: 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions 2-4-5-8: 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good team player
22 to 26 : You have some deficiencies as a team member
< 22 : You have considerable room for improvement
Advantages Improve productivity, creativity and
employee involvement. Core of the participative management. Increased information & knowledge Increased diversity of views Increased acceptance of a solution Higher performance levels
Disadvantages Unsuccessful => waste time & money Free riders Cost Hidden agendas Groupthink
Collaborative CommunicationAvoid “MY WAY IS BEST!”1) Right partners2) Project goals3) Socializing4) Clarify individual responsibilities5) Establish clear processes6) Tools & techniques7) Avoid writing as a group8) Check
Group Dynamics Interactions & processes taking place in
a team => synergy TEAM ROLES
Self-oriented: personal needs Team-maintenance: working together Task-facilitating: solve problems & make
decisions
Team EvolutionI. OrientationII. Conflict: Constructive (involvement &
creative ideas) & Destructive (morale & dividing the team)
Resolving conflict: 1) Proaction 2) Communication3) Openness 4) Research5) Flexibility 6) Fair play7) Alliance
Team Evolution
III. Brainstorming
IV. Emergence- Consensus
V. Reinforcement
Overcoming resistance Calm, reasonable, give & take Express understanding Deal directly with the resistance Don’t repeat yourself Hold your arguments
Etiquette in Team Settings Rude to others or an embarrassment Attention to business etiquette
In Social Settings:Personal appearancePlan Phone Calls as carefully as you plan meetings: 1)
Listen2) Increase volume slightly 3) Not in a monotone way4) Speak slowly with the foreign people5) Stay focused
Placing Calls1) Be ready before you call
2) Minimize distractions.
3) Identify yourself, verify if it’s a good time.
4) Not too much time.
5) Close friendly & in a positive manner.
Receiving calls:
Be positive & How may I help you?
Using Voicemail1) Make it brief & professional
2) Check & return within 24 hours IF necessary
3) Be careful what you say.
Business is often conducted over MEALS:
Easy to eat!
Not politics, religion & emotions
Not too personal.
Never complain about work.
Making your meetings more productive: Formal, informal or virtual meetings1) Avoid when a memo or message would do the
job.2) Avoid holding a meeting without a specific
goal.
Types: I) Informational (sharing information & coordinating action)
II) Decision-making (analysis, problem-solving, brainstorming)
Preparation for a meeting:1) Identify your purpose
2) Select right participants
3) Choose the time & facility
4) Set the agenda
What do we need to do?
What issues will be of greatest importance?
What information must be available?
Leading & Participating in meetings: Keep the meeting on track Follow agreed-upon roles Encourage participation Participate actively Close effectively: Verify that the
objectives have been met.
Using Meeting Technologies Virtual teams: Online
brainstorming Instant messaging (security, not
lengthy and complex messages; instead e-mail)
Videoconferencing