4. 2. POOR CHOICE, USE OF CHANNELS
When to use certain channel
Oral alone:
Simple reprimand
Settle simple dispute
Written alone:
Don’t need immediate feedback
Need record
5. 2. USE OF CHANNELS
Both channels:
Commendation
Serious reprimand
Important policy change
Nonverbal
Be aware of it.
6. 3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
7. 7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
See and hear what we expect
Ignore if conflicts with “what we know.”
Projection
8. 8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
9. 11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
10. Learn to use feedback well.
Be sensitive to receiver’s point of view.
Listen to UNDERSTAND!
Use direct, simple language, or at least use
language appropriate to the receiver.
Use proper channel(s). Learn to use
channels well.
Learn to use supportive communication,
not defensive communication.
13. LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND
REFLECT FEELING
5. SAY NOTHING
14. LISTEN TO UNDERSTAND
Before I can walk in
another person’s shoes,
I must remove my own.
Unknown
15. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
1. ASK PERMISSION
2. ESTIMTE TIME LIMIT
3. STATE BOUNDARIES
STATE WHAT IS NOT ACCEPTABLE
4. USE RESPECT, GENTLENESS
5. USE COURAGE
17. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF
18. LISTEN TO UNDERSTAND
WHEN YOU …………………..
(State observed action.)
I FEEL …………………………
(State feeling.)
BECAUSE I THINK …………..
(Thought that causes the feeling.)
AND I WOULD LIKE ………..
(Request for positive action.)
19. LISTEN TO UNDERSTAND
When you meet me an hour after you
said you would
I feel angry and hurt
Because I think you don’t care much
about my job demands
And I would like you to call when you are
going to be late.
20. LISTEN TO UNDERSTAND
YOU’RE AN HOUR LATE!
YOU MAKE ME ANGRY!
YOU’RE ALWAYS LATE!
YOU DON’T CARE ABOUT MY
TIME/FEELINGS!
YOU MAKE ME SICK!
22. UNDERSTANDING?
I KNOW WHAT YOU MEAN
KNOW WHAT I MEAN?
I HEAR YOU
I’VE BEEN THERE!
YOU UNDERSTAND ME?
YOU HEAR WHAT I SAID?
YOU KNOW WHAT TO DO?
I KNOW WHAT YOU’RE TALKING ABOUT.
23. “FIXING” = LISTENING?
“DON’T FEEL BAD.”
“DON’T CRY.”
“DON’T BE UPSET.”
“YOU SAY THAT BUT YOU
ALWAYS DO WELL.”
24. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
1. Stop talking You cannot listen if you are
talking.
2. Put the person at ease Help a person feel free to talk;
create a permissive environment.
3. Show the person you Look and act interested; listen to
want to listen understand, not to oppose.
4.Remove distractions Don’t doodle, tap, or shuffle
papers; shut the door if necessary
to achieve quiet.
25. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
5. Empathize Try to see the other person’s
point of view.
6. Be patient Allow plenty of time; do not
interrupt; don’t start for the
door or walk away.
7. Hold your temper An angry person takes the wrong
meaning from words.
26. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
8.Go easy on argument Don’t put people on the defensive
and criticism and cause them to “clam up” or
become angry; do not argue-even
if you win, you lose.
9. Ask questions This encourages a person and
shows that you are listening; it
helps to develop points further.
10. Stop talking This is first and last, because all
other guides depend on it; you
cannot listen effectively while you
are talking.
Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.
27. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
1.Channels Congruent. Incongruent. “Oh, do I
Verbal and non-verbal seem upset? No, everything
channels must agree. is fine” - while obviously
upset.
2.Descriptive. “This is what Evaluative. “You are
happened and this is how I wrong for doing what you
felt about it. I’d like to suggest did.”
an alternative that would be
more acceptable.
3.Problem oriented. “How Person oriented. “Why
can we solve this problem?” are you so slow?”
28. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
4.Specific. “I felt like I did not Global. “You are always
get equal time to cover my seeking all the recognition
material in that presentation.” for our work.”
5.Owned. “I have decided Not owned. “You have a
to turn down your request pretty good idea, but you
because…” know how it is in this
organization -- everyone
can’t get everything they
want.”
6.Validating. “That is an Not validating. “I can’t
interesting suggestion.” believe you could think such
a thing.”
29. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
7.Equality oriented. “I have Superiority oriented.
some ideas, but do you have “Your suggestion is dumb.
any suggestions?” This is the way to handle this
problem.”
8.Flexible. “I have some Closed-minded. “What-questions,
but let’s explore ever made you think that
it further.” would work?”
9.Appropriately intimate. Overbearing or aloof.
“Since we have known each “I know we just met, but I
other a long time, I’d like really need to tell you
to tell you how I feel about something personal.”
our relationship.”
30. STRUCTURE SHOULD FACILITATE, NOT
HINDER
MANAGE INFORMATION FLOW
CLIMATE INFLUENCES
INTERGROUP INTERACTIONS, BARRIERS?
USE GRAPEVINE
