CommunicationThe transfer of information and understandingThe most frequently listed problem in organizationsAsk what is the underlying problem in the relationship?

SENDER/MEANINGENCODINGMESSAGETRANSMIT/MEDIUMRECEIVERDECODINGFEEDBACK7 PARTS OF THE COMMUNICATION PROCESSNOISE

Communication must be managedThe communication chain is only as strong as its weakest link.Noise - any interference with the normal flow of communication.

Technical Barriers to CommunicationSemantics: meaning of words and symbolsJargon: terminology specific to a groupNoise: any interference with a messagephysical layout, distance. timinginformation overloadpoor handwriting/spellingincomplete or late

Organizational barriers to communicationPoor planningfilteringbypassingcredibility gapstatus difference

Human barriersPoor relationship, no trustapathy - dont carefail to see the need, understand importanceintended distortion, self-serving motivespreoccupation, too busylow empathy, faulty assumptions

Men are more likely toBargain over starting payInterrupt; be brief on the phonesuggest a solution to the problemIndirectly admit fault or dont knowcontrol conversation with grunts, silenceavoid talking about emotions, the psyche

Women are more likely toUse the phone to maintain relationshipsask more questions, cover more topics, be uncertainbe friendlierUse tact, temper criticism with praiseSay Im sorry

The grapevineSpeed - fastaccuracy - 75%selectivity - high; tell only somestructure - clusterlocation - at work, where people meetrelation to formal - jointly active/inactiveno authority which gets action

.Can people keep secrets?

Grapevine Dos and DontsDont gossip. Dont think you can communicate selectively.Do assume you will be quoted to the person about whom you talk.Use grapevine as another channel of communication, to receive/provide information informally & quickly, about what is going on.

Management by walking aroundManager walks around and talks with people across all lines of authorityAvoids filtering by people in betweenStimulates people at all levelsExample: Detroit Diesel manager heard suggestions, increased market share

Manage meetingsNo unnecessary meetings; limit attendanceprepare agenda and participants in advanceaction items before discussion itemsstart on time by stating main purpose, what is to be accomplishedencourage participation by allask for proposals, actions, commitmentssummarize decisions and end on time

Peter Drucker on meetings:We must learn to distinguish between having a meeting and getting work done.

Match media to the situationmedia richness - capacity of a given medium to convey information and complexityUse rich media for nonroutine problems,e.g. face-to-face for problem-solving.Use lean media for routine problems, e.g. corporate annual report.

Phone or text ?

Listening techniquesSilenceask open-ended questionsopen-mind: avoid premature judgmentrestate what you heard in your wordseye contact; show empathy/emotion as appropriateclarify; reflective summary

Improve your writingFirst think/list what is neededGet all the key ideas/points downRevise afterwardBe clear and simpleBe specific and completeProofread and reviseRevise, revise revise

Hemingway wrote in camp in Kenya.

Start with your purposeUse active voiceExample: Call a meeting for MondayNot passive voice:A meeting should be calledUse spellchecker but then proofread

3 strategies for laying out ideasFrom most important to leastFrom least controversial to mostFrom negative to positive

Assume E-mail is publicWrite short messages on the subject line; label as action or information itembe concise, action-oriented, bullet itemsAvoid confidential and personal notesget off unnecessary distribution listsAvoid misspelling; tell recipients when a reply is unnecessarylabel items information or action itemCreate files and save documentation

What should not be in email?

Pros and cons of social media+connectivity: quick, close contact to/from anywhere+ crowdsourcing - obtain services, ideas, content from online community- employees are distracted, wasting time- easy to abuse, create poor impressions- may displace better discussions- privacy and security issues

Manage information overloadWhen information flow exceeds ability to handle and process it.Danger: important items may be overlooked, errorsQuickly screen all messages before opening any; prioritizeHandle messages only once

Speaking effectivelyBiggest problem: controlling your nervesTell what youre going to saySay it; use a story, make 3-4 points (75-90%)Summarize what you saidCraft a good final statement

Learn to speak effectivelyThe top predictor of success and professional upward mobility is how much you enjoy public speaking and how effective you are at it.From research by AT&T and Stanford U.

Nonverbal communicationBody language donts: frown, yawn, look away, cross arms, scratch headDos: eye contact, speak moderate speed, smileTime: allow enough timeSetting: dont sit behind desk with window behind, etc.1960 Kennedy versus Nixon debate

Top-down reading SQ3RBe selective in what you read.Question and predict answers.Survey the big picture.Skim for main ideas, but speed reading doesnt work.Summarize; identify main points.- K. Alesandrini

Read wherever you can.

TelecommutingWork travels between home and office, but not the employeeAdvantages: saves commuting time and $, reduces office space costs, distractions, politics; increases productivity for some, labor poolDisadvantages: weakens communication, relations with peers, boss; conflict at home

Telecommuting has its advantages.

Is it better to work at home?

Improving Communicationask for feedback; restate in own wordsbuild mutual trust and respectkeep it simple and clear; use visual aidsspeak face to face; follow up in writinglearn to listen; active listeningmean what you say; follow upuse the grapevine; get facts out early

Improving communication, cont..Use numbers, dates, phrases and words with unmistakable meaning.Tailor your message to your listener: interests, education, culture, etc.synchronize your length of speaking and pauses between speaking to the other personfor persuasion, present facts unemotionally.

Upward communicationWorkable grievance proceduresemployee attitude surveyssuggestion systems with incentiveslimited open-door policy informal meetings, if no penaltyinternet chat roomsexit interviews - show trends, problems

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