InterpersonalCommunication 2

Interpersonal Communication
Instructor: Pamela Parker Dungan
Role of the Supervisor
Effective Supervisory Communication
Is the very basis of our relationships with others. Clearly identify and understand their own communication style and the styles of others. Able to communicate on different levels Practice Active Listening Identify & overcome communication barriers
Introduce Yourself
Personal Analysis of Leadership Style
Which leadership characteristics of you was most important?
How do you communicate that leadership characteristic?
Overview of the Class

1.
2.
3.
4.
Describe the Communication Process List the elements of communication List the responsibilities in communicating clear messages Identify barriers in communicating with staff

5. 6. 7. 8.
Identify communication style Identify communication style of staff Identify listening skills for improvement Demonstrate active listening

9. 10.
Minimize barriers to effective listening Provide positive and productive feedback using a three-part method
11.
Identify words and terms to avoid using.
So what is effective communication?
Effective Communication
Definition: The means through which people exchange information, feelings, and ideas with each other.
Communication Model
Sender Message (information) is sent by the sender Receiver Receives the message and responds to message (feedback)
Perception & Reality
Is communication what a person says (or thought he/she said)? Or is it what the listener hears (or thought he/she heard)?
Perception & Communication
The 1st step to better communication:
Develop the awareness that our perceptions can direct how and what we communicate.
Perception Filters
Perception is the process of gathering information through our senses, organizing and making sense of it.
What Affects Perceptions?
Previous experience and learning
Attitudes and Interests
Needs & Feelings
Current situation
People see things differently
All people do not "see" the same thing when looking at a visual image.
Perception differs from individual to individual due to ...

Personal Differences Socio-Economic Differences Cultural Differences
Examples of Personal Perception Filters
Age, Gender Race Past experiences
Examples of Social Economic Filters
Occupation Level of education Environmental factors Family upbringing
Examples of Cultural Differences
Language Customs Belief Systems Historical Perspective
Influences on Perception
Every characteristic of an individual influences what that individual chooses to:
see hear taste touch smell
Influences of Individuals Background
How information is interpreted to create meaning for an individual is also influenced by his/her unique make-up and background.
Perception Exercise
Pair-Up One person will draw the picture the other person is holding The person with the picture will give directions to the drawer as to how to draw the picture The drawer cannot ask questions, just follow directions
Perception Exercise
What did you draw? Why? What types of miscommunication are represented? Are misunderstandings often the result of differences in perception?
Tell me
Once in a a Lifetime
Count the Fs in this sentence
Count the Fs in this sentence

Finished files are the result of years of scientific study combined with the experience of many years.
How Many Fs Did you Count?
There were 6 Fs
Finished files are the result of years of scientific study combined with the experience of many years.
Discussion Questions
Why do we tend to perceive only certain things? How could this tendency influence communication?
Questions
Question 1:
The senator was elected to office by an overwhelming majority. What percentage of the vote did he/she receive?
Questions
Question 2:
My 17-year old is of average height. How tall is he?
Questions
Question 3:
Jane really isnt a brain, but she is a good student. What is her grade point average?
Questions
Question 4:
Uncle Ned is a moderate smoker. How many cigarettes a day does he smoke?
Questions
Question 5:
Although this friend of mine is not wealthy, he earns a comfortable living. How much does he/she make a year?
Discussion Questions
Why were the answers to each of the questions different? What are other areas we might have different perceptions about?
The 3 Parts of Communication

Verbal Vocal Visual
Verbal Communication & Understanding
7% Ability to understand comes from the particular words you say.
Vocal Communication & Understanding
38% Ability to understand comes from the way you say the words or excitement in your voice.
Vocal Examples
Monotone and flat
Slow Speed and Low Pitch High Pitched and Empathic
Im bored and not interested in what you are saying. Im depressed and want to be left alone. Im enthusiastic about the subject.
Vocal Examples
Abrupt Speed and Very Loud High Pitched and Slow Speed
Im angry and not open to input. I dont believe what Im hearing.
Picture Your way to Effective Communication
Pitch
High or low; speech experts say low is desirable because it projects and is more pleasant to the employee.
Pitch Inflection
Avoid speaking in a monotone use feelings to express an idea or mood. Emphasize key words.
Pitch Inflection Courtesy
Your employees expect it.
Pitch Inflection Courtesy Tone
Its not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm.
Pitch Inflection Courtesy Tone Understanding
Adjust your language to your employee, no codes, no jargon.
Pitch Inflection Courtesy Tone Understanding Rate
The basic rate is 120 words per minute.
Test Your Rate
120 Words per Minute?!
Pitch Inflection Courtesy Tone Understanding Rate Enunciation
Speak clearly to avoid repetition, misunderstanding.
Visual Communication Elements
Posture
You communicate numerous messages by the way you talk and move. Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest.
Hand Gestures
If you fail to gesture while speaking you may be perceived as boring and stiff. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding.
Facial Expressions
Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more.
Eye Contact
This helps to regulate the flow of communication. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility.
Space
Cultural norms dictate a comfortable distance for interaction with others. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion.
Supervising and Communication

Break Review Communication Styles and identify your preferred style
Communication & Supervision

A Supervisors Responsibility in Communicating A Supervisors Obstacles to Effective Communication
Communicating with Different Styles
Recognize how the other person communicates.

What they SAY. What they DO. What they WRITE. What they ASK.
Partners Communication Style

What is your partners communication style? Why?
Tips for Communicating Style -2 - Style
Welcome Back!
Todays Agenda
Homework Review Listening Providing Feedback
Being a Supervisor
Shifts in behavior
Doing the work Assuring others get the work done
Homework Miscommunication Exercise

What was your Communication Issue? What is your dominant communication style? How did you determine your employees communication
style?

What is your action plan? Results seen after implementing?
Listening 101
Think of a time when you believe you have not been heard .
Wh
Listening 101
What is the difference between hearing and listening?
Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired, hearing simply happens. Listening, however, is something you consciously choose to do. Listening requires concentration so that your brain processes meaning from words and sentences. Listening leads to learning
Why You Need Good Listening Skills ...
Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
Better understand assignments and what is expected of you; Build rapport with co-workers, bosses and clients;
Show support Work better in a team-based environment Resolve problems with customers, coworkers, and bosses
Answer questions Find underlying meanings in what others say
Listening Assessment
Page 18 Evaluate your current listening skills 15-Minute Break
What are the Barriers to Listening at Sutter Connect?
Typical Listening Barriers

Bias or prejudice Language differences or accents Noise Worry or Fear, or anger, and Lack of attention span
Additional Listening Barriers
Making up your mind in advance that the subject is uninteresting or unimportant Focusing on a speakers looks and delivery instead of on what he/she is saying Paying only partial attention to what someone is saying because you are busy thinking about what you are going to say next.
Additional Listening Barriers

Not paying attention to details Not distinguishing major points from supporting examples Day-dreaming or allowing your attention to wander
Listening is Good for Business

Morale is improved and job commitment is increased. When people are committed to their jobs they tend to focus more on the opportunities , not problems or limitations To be successful in todays competitive business environment, employees need to say focused on opportunities.

Would you agree that many errors in business occur because of poor listening? Do you think it is possible that each employee within your organization could make a $5 error each week due to poor listening?

Total # of employees Xs $5 per week for poor listening Xs 52 weeks in a year

Total # of employees Xs $5 per day for poor listening Xs 5 days per week Xs 52 weeks in a year
All communications are received,
But 70% to 90% are screened out or changed by the receiver.
Listening is Affected by
Selective Attention
We decide on what we FOCUS on, or What we give our ATTENTION.
Selective Interpretation
We place our own PERSONAL meaning on what a person is saying.
SIBAXNLAETNATESRS
SIBAXNLAETNATESRS
S BAXN AE NAT SR I L T E S
Selective Retention
We make conscious and unconscious decisions on which incoming sounds to invest our concentration energy (attention) We put our spin to the message We make decisions as to whether there are pieces of this information we need to keep and for how long such as
Selective Retention
STORY RE: The bus driver from the Park Lane Elementary School
Information Sharing
2 Lines One person facing another One person will provide information and the other person will listen The other person will provide information and the other person will listen Switch
Crossword Puzzle
Complete crossword puzzle Break Complete puzzle & break in 15 minutes
Crossword Puzzle
Puzzle answers How did you do? This exercise was designed to reinforce what was taught last week, And, to gauge your ability to listen again to this information and retain it.
Active Listening

Active listening is a structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully, and then repeats, in the listeners own words, what he or she thinks the speaker has said. The listener does not have to agree with the speaker--he or she must simply state what they think the speaker said. This enables the speaker to find out whether the listener really understood. If the listener did not, the speaker can explain some more.
Demonstrate Active Listening

Eye Contact Verbal Responses Asking Relevant Questions Posture Gestures, nods Future actions Feelings of being valued, heard, cared for.
Active Listening Page 19

Check for Understanding Check for Accuracy Check Feelings Summarize
Taking the Day Off 10 Minutes

Pairs Participant #1 will listen to Participant #2
Show interest in what the other person is saying Ask questions to clarify what you have heard Let the other person know what you understand DO NOT TAKE NOTES!
Taking the Day Off 10 Minutes
Participant #2 will be taking the day off and will need to explain to the other participant exactly what he/she will need to do to complete that persons job in his/her absence.
Taking the Day Off
SPEAKERS:
How well did you feel you were being listened to? What were the indications?
LISTENERS:
Do you feel you were listening differently than you normally do?
FYI
After Listening to a 10 minute presentation the average person understands and remembers only half of what was said;
2 days later only is remembered!
Providing Feedback Page 21

Why am I giving this Feedback? EPM
Empathize Pinpoint problems Move forward
Giving Feedback
Verbal modifiers to consider page 23 Red Flag Phrases page 24
Providing Feedback Page 22
Feedback Practice w/partner

Scenario 1 Scenario 2 (partner 1) Scenario 3 (partner 2)
Performance-Based Coaching
Observations of present job performance What is the desired job performance?
What is missing How can desired job performance be met?
Create a plan to meet desired job performance
Be specific!
Review Exercise Page 25
Easel Pad
What are the key training objectives the group should know? One piece of advice to be successful communicator One mistake you wouldnt want to repeat?
Homework
Provide Feedback Coach performance

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Interpersonal Communication

Instructor: Pamela Parker Dungan

Role of the Supervisor

Effective Supervisory Communication

Which leadership characteristics of you was most important?

How do you communicate that leadership characteristic?

Overview of the Class

Overview of the Class

Overview of the Class

Identify words and terms to avoid using.

So what is effective communication?

Perception & Reality

Perception & Communication

The 1st step to better communication:

What Affects Perceptions?

Previous experience and learning

What Affects Perceptions?

Attitudes and Interests

What Affects Perceptions?

Needs & Feelings

What Affects Perceptions?

People see things differently

Perception differs from individual to individual due to ...

Personal Differences Socio-Economic Differences Cultural Differences

Examples of Personal Perception Filters

Age, Gender Race Past experiences

Examples of Social Economic Filters

Occupation Level of education Environmental factors Family upbringing

Examples of Cultural Differences

Language Customs Belief Systems Historical Perspective

Every characteristic of an individual influences what that individual chooses to:

see hear taste touch smell

Influences of Individuals Background

Count the Fs in this sentence

Count the Fs in this sentence

How Many Fs Did you Count?

The 3 Parts of Communication

Verbal Communication & Understanding

7% Ability to understand comes from the particular words you say.

Vocal Communication & Understanding

Monotone and flat

Slow Speed and Low Pitch High Pitched and Empathic

Im angry and not open to input. I dont believe what Im hearing.

Picture Your way to Effective Communication

Picture Your way to Effective Communication

Picture Your way to Effective Communication

Pitch Inflection Courtesy

Your employees expect it.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone Understanding

Adjust your language to your employee, no codes, no jargon.

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone Understanding Rate

The basic rate is 120 words per minute.

Test Your Rate

120 Words per Minute?!

Picture Your way to Effective Communication

Pitch Inflection Courtesy Tone Understanding Rate Enunciation

Speak clearly to avoid repetition, misunderstanding.

Visual Communication Elements