Effective CommunicationEffective CommunicationSession 1Session 1

Underground Vaults & Storage, Inc. Underground Vaults & Storage, Inc.

April 2009 April 2009

DefinitionsDefinitions

What is communication?What is communication? Getting the message across to othersGetting the message across to others Only successful if sender and receiver Only successful if sender and receiver

perceive it in the same wayperceive it in the same way

What is effective communication?What is effective communication? Clear, concise, accurate, and well – plannedClear, concise, accurate, and well – planned Knowing your message, knowing your Knowing your message, knowing your

audience, knowing how message will be audience, knowing how message will be perceivedperceived

Stages of communication processStages of communication process

SourceMsg

Encoding Channel Decoding Receiver

Feedback

Context

SourceSource

Understand objective – whyUnderstand objective – why

Understand audience – who and whatUnderstand audience – who and what

Plan the message – useful and accuratePlan the message – useful and accurate

Seek feedback on how well message was Seek feedback on how well message was receivedreceived

KISS principle (keep it simple and KISS principle (keep it simple and straightforward)straightforward)

EncodingEncoding

Understand what you need to Understand what you need to communicatecommunicate

Anticipate reactions - know your audienceAnticipate reactions - know your audience

Words and body language should reflect Words and body language should reflect messagemessage

Be aware of cultural contextsBe aware of cultural contexts

Encoding - WrittenEncoding - Written

Review your styleReview your style

Avoid jargon or slangAvoid jargon or slang

Check length; make sure there is enough Check length; make sure there is enough information so the message is easily information so the message is easily understoodunderstood

Check tone; politeness and courtesy can Check tone; politeness and courtesy can change how the message is receivedchange how the message is received

ChannelChannel

Sensitivity and emotional contentSensitivity and emotional content

Is detail easily communicated Is detail easily communicated

Personal preferencesPersonal preferences

Time constraints – both source and Time constraints – both source and receiverreceiver

Need to exchange informationNeed to exchange information

DecodingDecodingLook at the personLook at the personPay attention to body languagePay attention to body languageAvoid distractionsAvoid distractionsAcknowledge pointsAcknowledge pointsThink about what they have saidThink about what they have saidAllow them to speak without Allow them to speak without simultaneously thinking what you want to simultaneously thinking what you want to saysayDon’t interruptDon’t interrupt

FeedbackFeedback

Verbal and non-verbalVerbal and non-verbal Confidence levelConfidence level DefensivenessDefensiveness AgreementAgreement Comprehension (or lack thereof)Comprehension (or lack thereof) Level of interestLevel of interest Level of engagementLevel of engagement TruthfulnessTruthfulness

ContextContext

Environment of message deliveryEnvironment of message delivery

Tailor your message to your audienceTailor your message to your audience

Be sensitive to personalitiesBe sensitive to personalities

Make sure information levels are Make sure information levels are appropriate and within “need to know”appropriate and within “need to know”

Be mindful of time constraintsBe mindful of time constraints

ActivityActivity

Give each person a statement to Give each person a statement to communicatecommunicate

Pair up in groups of twoPair up in groups of two

Take turns relaying statements and going Take turns relaying statements and going through the communication processthrough the communication process

Deliver feedback to each other Deliver feedback to each other surrounding processsurrounding process