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