MODULE 17 COMMUNICATION. “ Listening can be the key to understanding”. What is communication and when is it effective? How can we improve communication with people at work?. COMMUNICATION Effective Communications MODULE GUIDE 17.1.
“Listening can be the key to understanding”
Carl Rogers’s five rules for active listening
1. Listen for message content
—Try to hear exactly what content the message is conveying.
2. Listen for feelings
—Try to identify how the source feels about the content in the message.
3. Respond to feelings
—Let the source know that you recognize her or his feelings.
4. Note all cues
—Be sensitive to nonverbal and verbal messages; be alert for mixed messages.
5. Paraphrase and restate
—State back to the source what you think you are hearing.
Criteria for Giving Constructive Feedback
Electronic monitoring by employers (as reported by American Management Association):
• 39% track telephone calls.
• 27% store and review e-mail.
• 21% store and review computer files.
• 11% record and review telephone conversations.
• 6% store and review voice mail.
How to manage your e-mail
• Read items only once.
• Take action immediately to answer, move to folders, or delete.
• Purge folders regularly of useless messages.
• Send group mail and use “Reply to all” only when really necessary.
• Get off distribution lists without value to your work.
• Send short messages in subject line, avoiding a full-text message.
• Put large files on websites, instead of sending as attachments.
• Use Instant Messaging as an e-mail alternative.
• Double-check everything before hitting the “Send” button.
• Don’t hit the “Send” button when angry; wait, take time to revise and rethink.
• Remember the iron rule of e-mail privacy: There isn’t any.