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Management excellence

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Welcome to Management Excellence course

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Section 6Section 6

CommunicatiCommunicationon

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Communication

• Communication Process.• Ways of Communication.• Factors influencing communication.• Barriers to communication.• Poor listening habits.• Active listening skills.• Gaining commitments.• Team presentations.• What is my communication style.• Managing meetings.• Delegations.

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The Communication Process

Response/Feedback

Message

Source Encoding

Decoding

Receiver

NOISE

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Ways of Communication

1- One-Way

(Memo, Fax, E-mail, Voice mail, letter)

  2- Two-Way

(Phone call, In person)

  3- Group (Transactional)

(Meetings, Parties,…)

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Factors Influencing Communication

SenderMessage

FeedbackObjectivesAttitudesValuesMotives

AgeMemories

ExperiencesEducationPersonality

ObjectivesAttitudesValuesMotives

AgeMemories

ExperiencesEducationPersonality

Receiver

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Barriers to Communication

Environmental Barriers

Verbal Barriers

Interpersonal Barriers

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Two Obstacles to Effective Interpersonal Communication

•DEFENSIVENESS

•DISCONFIRMATION

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Poor Listening Habits

Not paying attention

hearing but not listening

Rehearsing

Interrupting

Hearing what is expected

Feeling defensive

Listening for a point of disagreement

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Active Listening Skills

o Make eye contact

o Exhibit affirmative head nods and appropriate facial expressions

o Avoid distracting actions and gestures

o Asks questions

o Paraphrase

o Avoid interrupting the speaker

o Don’t over talk

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Feedback

1. Clarity

2. Emphasize the positive

3. Be specific

4. Focus on behavior rather than the person.

5. Refer to behavior that can be changed.

6. Be descriptive rather than evaluative.

7. Own the feedback

8. Generalizations

9. Be very careful with advice

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Team Presentatio

ns

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Overcoming Speaking Anxiety In Presentations

Know the room

Know the Audience

Know Your Material

Learn How to Relax

Visualize Yourself Speaking

Realize People Want You To Succeed

Don't apologize For Being Nervous

Concentrate on Your Message - not the medium

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 Listen carefully to the question & repeat it aloud.

Answer directly. Look directly at the person asking the question.

Refer to your Speech.

Anticipate areas of questioning (play the devil’s rule).

Be friendly, always keep your temper.

Always tell the truth.

Treat two questions from the same person as two separate questions.

Don't place your hands on your hips or point at the audience.

Keep things moving.

Conclude smartly.

How to Deal With A Hostile Audience

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What’s My Communication Style

Self-Assessment

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What’s my communication style?What’s my communication style?

Read each statement carefully.

Choose the statement ending that most closely represents your style of communicating.

Circle the letter you chose on the Response Form that will be distributed to you.

1.1.

2.2.

3.3.

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Scoring WMCS?Scoring WMCS?

Count the number of times you circled each style shape and place those totals in the corresponding Communication Style Totals shapesCopy the Communication Style Totals into the corresponding style shapes of Chart 1: My Communication Style Profile.

1.1.

2.2.

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• Verbal : The word we use is determined to a great degree by our communication style.

• Paraverbal : the way in which something is said is called paraverbal communication. It is not just the words we say but the way we say them that communicates meaning.

• Body Language : the way we stand, the way we shake hands, and the way we maintain eye contact are all forms of body language.

• Personal space : whether your work or home space is cluttered or neat, organized, communicates to others what your priorities are and what type of person you are. This is usually a function of your communication style.

Forms of communicationForms of communication

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WMCS Behavior ChartWMCS Behavior Chart

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Communication Style StrengthsCommunication Style Strengths

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Communication Style Trouble SpotsCommunication Style Trouble Spots

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Meeting Management

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Managing Meetings

Selecting Participants

Developing Agendas

Opening Meetings

Establishing Ground Rules for Meetings

Time Management

Evaluations of Meeting Process

Evaluating the Overall Meeting

Closing Meetings