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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.

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slide1

Interpersonal Communication

Instructor: Pamela Parker Dungan

effective supervisory communication
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
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
Overview of the Class
  • Describe the Communication Process
  • List the elements of communication
  • List the responsibilities in communicating clear messages
  • Identify barriers in communicating with staff
overview of the class6
Overview of the Class
  • Identify communication style
  • Identify communication style of staff
  • Identify listening skills for improvement
  • Demonstrate active listening
overview of the class7
Overview of the Class
  • Minimize barriers to effective listening
  • Provide positive and productive feedback using a three-part method
  • Identify words and terms to avoid using.
effective communication
Effective Communication

Definition:

  • The means through which people exchange information, feelings, and ideas with each other.
communication model
Communication Model
  • Sender

Message (information) is sent by the sender

  • Receiver

Receives the message and responds to message (feedback)

perception reality
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
Perception & Communication
  • The 1st step to better communication:
    • Develop the awareness that our perceptions can direct how and what we communicate.
perception filters
Perception Filters
  • Perception is the process of gathering information through our senses, organizing and making sense of it.
what affects perceptions
What Affects Perceptions?
  • Previous experience and learning
what affects perceptions15
What Affects Perceptions?
  • Attitudes and Interests
what affects perceptions17
What Affects Perceptions?
  • Current situation
people see things differently
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
Perception differs from individual to individual due to ...
  • Personal Differences
  • Socio-Economic Differences
  • Cultural Differences
examples of personal perception filters
Examples of Personal Perception Filters
  • Age,
  • Gender
  • Race
  • Past experiences
examples of social economic filters
Examples of Social Economic Filters
  • Occupation
  • Level of education
  • Environmental factors
  • Family upbringing
examples of cultural differences
Examples of Cultural Differences
  • Language
  • Customs
  • Belief Systems
  • Historical Perspective
influences on perception
Influences on Perception
  • Every characteristic of an individual influences what that individual chooses to:
    • see
    • hear
    • taste
    • touch
    • smell
influences of individual s background
Influences of Individual’s Background
  • How information is interpreted to create meaning for an individual is also influenced by his/her unique make-up and background.
perception exercise
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 exercise26
Perception Exercise
  • What did you draw? Why?
  • What types of miscommunication are represented?
  • Are misunderstandings often the result of differences in perception?
tell me
Tell me …

Once

in a

a Lifetime

count the f s in this sentence29
Count the F’s in this sentence

Finished files are the result of years of scientific study combined with the

experience of many years.

there were 6 f s
There were 6 F’s

Finished files are the result of years

of scientific study combined with the

experience of many years.

discussion questions
Discussion Questions
  • Why do we tend to perceive only certain things?
  • How could this tendency influence communication?
questions
Questions …
  • Question 1:
    • The senator was elected to office by an “overwhelming majority.”
    • What percentage of the vote did he/she receive?
questions34
Questions …
  • Question 2:
    • My 17-year old is of “average” height.
    • How tall is he?
questions35
Questions …
  • Question 3:
    • Jane really isn’t a “brain”, but she is a good student.
    • What is her grade point average?
questions36
Questions …
  • Question 4:
    • Uncle Ned is a “moderate smoker”.
    • How many cigarettes a day does he smoke?
questions37
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 questions38
Discussion Questions
  • Why were the answers to each of the questions different?
  • What are other areas we might have different perceptions about?
verbal communication understanding
Verbal Communication & Understanding
  • 7% Ability to understand comes from the particular words you say.
vocal communication understanding
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

I’m bored and not interested in what you are saying.

I’m depressed and want to be left alone.

I’m enthusiastic about the subject.

Vocal Examples
vocal examples43
Abrupt Speed and Very Loud

High Pitched and Slow Speed

I’m angry and not open to input.

I don’t believe what I’m hearing.

Vocal Examples
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.

Picture Your way to Effective Communication
picture your way to effective communication45
Pitch

Inflection

Avoid speaking in a monotone – use feelings to express an idea or mood. Emphasize key words.

Picture Your way to Effective Communication
picture your way to effective communication46
Pitch

Inflection

Courtesy

Your employees expect it.

Picture Your way to Effective Communication
picture your way to effective communication47
Pitch

Inflection

Courtesy

Tone

It’s not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm.

Picture Your way to Effective Communication
picture your way to effective communication48
Pitch

Inflection

Courtesy

Tone

Understanding

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

Picture Your way to Effective Communication
picture your way to effective communication49
Pitch

Inflection

Courtesy

Tone

Understanding

Rate

The basic rate is 120 words per minute.

Picture Your way to Effective Communication
test your rate
Test Your Rate …
  • 120 Words per Minute?!
picture your way to effective communication51
Pitch

Inflection

Courtesy

Tone

Understanding

Rate

Enunciation

Speak clearly to avoid repetition, misunderstanding.

Picture Your way to Effective Communication
visual communication elements
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.
visual communication elements53
Visual Communication Elements
  • 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.
visual communication elements54
Visual Communication Elements
  • 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.
visual communication elements55
Visual Communication Elements
  • 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.
visual communication elements56
Visual Communication Elements
  • 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
Supervising and Communication
  • Break
  • Review Communication Styles and identify your preferred style
communication supervision
Communication & Supervision
  • A Supervisor’s Responsibility in Communicating
  • A Supervisor’s Obstacles to Effective Communication
communicating with different styles
Communicating with Different Styles
  • Recognize how the other person communicates.
    • What they … SAY.
    • What they … DO.
    • What they … WRITE.
    • What they … ASK.
partner s communication style
Partner’s Communication Style
  • What is your partner’s communication style?
  • Why?
slide62

Interpersonal

Communication

Welcome Back!

today s agenda
Today’s Agenda
  • Homework Review
  • Listening
  • Providing Feedback
being a supervisor
Being a Supervisor
  • Shifts in behavior
    • Doing the work
    • Assuring others get the work done
homework miscommunication exercise
Homework – Miscommunication Exercise
  • What was your “Communication Issue”?
  • What is your dominant communication style?
  • How did you determine your employee’s communication style?
  • What is your action plan?
  • Results seen after implementing?
listening 101
Listening 101
  • Think of a time when you believe you have not been heard ….
    • Wh
listening 10167
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
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;
why you need good listening skills69
Why You Need Good Listening Skills ...
  • Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
    • Show support
    • Work better in a team-based environment
    • Resolve problems with customers, co-workers, and bosses
why you need good listening skills70
Why You Need Good Listening Skills ...
  • Good Listening skills make workers more productive. The ability to listen carefully will allow you to:
    • Answer questions
    • Find underlying meanings in what others say
listening assessment
Listening Assessment
  • Page 18
  • Evaluate your current listening skills
  • 15-Minute Break
typical listening barriers
Typical Listening Barriers
  • Bias or prejudice
  • Language differences or accents
  • Noise
  • Worry or Fear, or anger, and
  • Lack of attention span
additional listening barriers
Additional Listening Barriers
  • Making up your mind in advance that the subject is uninteresting or unimportant
  • Focusing on a speaker’s 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 barriers75
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
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 today’s competitive business environment, employees need to say focused on opportunities.
listening is good for business77
Listening is Good for Business
  • 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?
listening is good for business78
Listening is Good for Business
  • Total # of employees
  • X’s
  • $5 per week for poor listening
  • X’s
  • 52 weeks in a year
listening is good for business79
Listening is Good for Business
  • Total # of employees
  • X’s
  • $5 per day for poor listening
  • X’s
  • 5 day’s per week
  • X’s
  • 52 weeks in a year
listening is good for business80
Listening is Good for Business
  • All communications are received,
    • But 70% to 90% are screened out or changed by the receiver.
listening is affected by
Listening is Affected by …
  • Selective Attention
    • We decide on what we FOCUS on, or
    • What we give our ATTENTION.
listening is affected by82
Listening is Affected by …
  • Selective Interpretation
    • We place our own PERSONAL meaning on what a person is saying.
sibaxnlaetnatesrs84

SIBAXNLAETNATESRS

SIBAXNLAETNATESRS

listening is affected by85
Listening is Affected by …
  • 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 …
listening is affected by86
Listening is Affected by …
  • Selective Retention
    • STORY RE: The bus driver from the Park Lane Elementary School
information sharing
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
Crossword Puzzle
  • Complete crossword puzzle
  • Break
  • Complete puzzle & break in 15 minutes
crossword puzzle89
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
  • 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 listener’s 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
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
Active Listening – Page 19
  • Check for Understanding
  • Check for Accuracy
  • Check Feelings
  • Summarize
taking the day off 10 minutes
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 minutes94
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 person’s job in his/her absence.
taking the day off
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?
slide96
FYI
  • After Listening to a 10 minute presentation the average person understands and remembers only half of what was said;
    • 2 days later only ¼ is remembered!
providing feedback page 21
Providing Feedback – Page 21
  • Why am I giving this Feedback?
  • EPM
    • Empathize
    • Pinpoint problems
    • Move forward
giving feedback
Giving Feedback
  • Verbal modifiers to consider … page 23
  • Red Flag Phrases … page 24
providing feedback page 22
Providing Feedback – Page 22
  • Feedback Practice w/partner
    • Scenario 1
    • Scenario 2 (partner 1)
    • Scenario 3 (partner 2)
performance based coaching
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
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 wouldn’t want to repeat?
homework
Homework
  • Provide Feedback
  • Coach performance