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Learning Objectives
Understand communication and communication process
Identify the basic forms of communication in organizations
Discuss formal and informal communication, including its various forms and types
Describe how the communication process can be managed so as to recognize and overcome barriers.
Listening skills and its importance.
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Communications
Communication The process of transmitting information from
one person to another. Is the single most important leadership skill Is a process, and if the process breaks down,
communication will fail.
Communications
Effective communication Existence of (At least) two actors (S & R). Message transmission. Understand message equally. Message can be verbal or non verbal
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Communications
How to Improve Communications Individual skills Encourage two-way communication Be aware of language and meaning Be sensitive to sender’s and receiver’s perspective Develop good listening skills Organizational skills Follow up Regulate information flow Understand the richness of media
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Communications
Feedback The receiver becomes the sender and the
sender becomes the receiver. Is important to verify meaning and complete
the effective communication process
Willingness to Communicate
High WTCs are viewed as more credible and attractive
People who speak frequently in small groups are more likely to hold leadership positions.
Talkative people are more likely to be hired and promoted
High WTCs are more open to change and enjoy tasks that require thought
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Barriers to Communication
Individual barriers Conflicting or inconsistent cues Credibility about the subject Reluctance to communicate Poor listening skills
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Barriers to Communications
Organizational barriers Semantics Status or power differences Different perceptions Noise Overload
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Characteristics of Information Accurate
A valid and reliable reflection of reality
Timely Information delivered in time for managerial action
Complete Information that tells a complete story, rather than being
incomplete or distorted
Relevant Meets the needs and circumstances (understanding) of the
leader/follower
Types of Communication
Verbal Oral Communication Written.
• Electronic.• Non Electronic.
Non verbal Body language.
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Formal and Informal Communications
Formal Communication follows official reporting relationships and/or prescribed organizational channels.
Non formal may not follow official reporting system usually used for friendship.
Common forms of informal communications are the grapevine.
Factors Impacting Understanding of Message Cultural diversity Status differences (power) Gender Previous experiences Level of interest Speaking or writing abilities
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How Leaders Should Communicate
Determining what to say and to whom you send to. Deliver the leadership message by getting the
message across verbally, mentally, and methophorically.
Sustain the leadership message by keeping the message alive, fresh and meaningful.
Leadership is Enacted Through Communication Communication Oriented Responsive and receptive to questions from participants Ask and persuade rather than order or command Explain the reasons behind changes and
policies
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Poor Communications
When leaders are not clear with their communications.
When the leader makes the assumption that his or her followers are on the same plain of thought he or she is operating.
When this happens the leader becomes ineffective and fails to complete the mission.
Why listening skill is important Improves relationships Improves our knowledge Improves our understanding Prevents problems escalating Saves time and energy Can save money Leads to better results
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Hearing Versus Listening
Hearing: To perceive sound via the ear
Listening: To concentrate on hearing something; heed or pay attention to
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Barriers to effective listening Interrupting – knowing the answer Trying to be helpful Seeing discussion as competition Distraction - red flag words Gap searching
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Approaches to improve communication Get ready. Put your self at the point of your audience. In verbal, use simple language. Practice, Practice and Practice.
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