What to do when communications break down?
Repair the rift
Communication (define)
The transfer of information.
Communication occurs through…
- Speech
- Facial expression
- Posture
- Tone, pitch and volume of voice
- Timing and pace of speech
- Eye contact
Perceptual filters (defined)
The ways in which each of us distorts messages
Physical barriers for communication
- noise
- distance
- lighting
Types of perceptual filters
- life experience
- feelings
- fears
- stereotypes
- prejudices
- self-image
Positive listening responses
- restatement
- reflection
- question
Neutral listening responses
- silence
- non-committal acknowledgment
- door openers
- observations
Negative listening responses
- joke
- attack
- denial
- advice
Uses of feedback
- to verify the meaning of something said
- maintain behavior
- correct behavior
Content of effective feedback
- focuses on behavior
- shares information rather than advice
- consider the needs of the receiver
- doesn’t overload the receiver
- doesn’t guess at other people’s motives
Effective feedback delivery is best when:
- is solicited
- is well timed
- is checked
What are the 2 types of giving direction
- ask people
- tell people
Steps to planning a meeting
PAWS
- define the Purpose
- develop the Agenda
- decide Who should attend
- Select and schedule the meeting room
Guidelines for effective meetings
- start on time
- introduce the meeting topic
- follow the agenda
- stop on time
- follow up
Cooperation (define)
Working together with another individual or other individuals to achieve a common goal
What is vertical cooperation
Your relationships with upper management and with those you supervise
Horizontal cooperation (define)
Your relationships with your peers-fellow supervisors, staff and other personnel
3 ways to support a teams efforts
- Model and reinforce open communication
- reward team participation
- support team conflict resolution
Cooperation (define)
Working together with another individual or other individuals to achieve a common goal
What is vertical cooperation
Your relationships with upper management and with those you supervise
Horizontal cooperation (define)
Your relationships with your peers-fellow supervisors, staff and other personnel
3 ways to support a teams efforts
- Model and reinforce open communication
- reward team participation
- support team conflict resolution
