Effective
Communication
NACOG Head Start
Pre-Service Training
PY 2010-2011
WELCOME BACK!
Essential Manager’s Manual
Robert Heller & Tim Hindle
1st Edition, January 2008
Vital Systems…Life
Integrated Services & Effective Communication Systems…
Quality Customer Service…
Tom Heller/Tim Hindle, Assessing Your Communication Skills
Essential Manager’ Manual, The American Edition, January 2008
1-Never 2-Occasionally 3-Frequently 4-Always
1. __ I communicate the right message to the right person at the right time.
2. __ I project self-confidence and speak confidently.
3. __ I listen intently and check that I have understood before I reply.
4. __ I think carefully about a message before I decide how to communicate it.
5. __ I welcome feedback about my communication.
6. __ I try to exclude personal prejudices of all kinds when judging others.
7. __ I am constructive and civil when I meet others.
8. __ I take time to give people the information they need and want.
9. __ I use one-to-one meetings for reviews of performance and coaching.
10. __ I question people to find out what they think and how they are getting on.
11. __ I hand out written briefs that give all pertinent information on a task.
12. __ I use professional phone techniques to improve my communication.
13. __ I communicate via all available electronic media.
14. __ I apply the rules of good writing to external and internal communication.
15. __ I use an effective system of note-taking for minutes, interviews and
16. research.
17. __ I test important letters and documents on reliable critics before finalizing.
Total: ___
Tom Heller/Tim Hindle, Assessing Your Communication Skills
Essential Manager’ Manual, The American Edition, January 2008
1-Never 2-Occasionally 3-Frequently 4-Always
1. __ I use fast reading techniques to speed up my work rate.
2. __ I prepare speeches carefully and deliver them well after rehearsal.
3. __ I take an active and highly visible role in internal training.
4. __ I plan important events, such as conferences to high professional standards.
5. __ I apply the rules of soft and hard selling to put across my points of view.
6. __ I enter negotiations fully primed on issues and on the other side’s needs.
7. __ I make my reports accurate, concise, clear and well structured.
8. __ I research thoroughly before putting forward a written proposal.
9. __ I try to understand how all relevant audiences react to the organization.
10. __ I consider how skilled advisers can help on public relation issues.
11. __ I make useful contacts with journalists and other media people.
12. __ I make sure specialist work such as design is done by qualified professionals.
13. __ My briefs to advertising agencies are based on clearly defined business
14. targets.
15. __ I give priority to communicating regularly with employees.
16. __ I receive and react positively to feedback from employees and others.
17. __ I have a strategy for communication and check activities against this plan.
Total: ___
Assessing Your Communication Skills
32-64
You are not communicating effectively or enough. Listen
to feedback and try to learn from your mistakes.
65-95
Your communication performance is patchy. Plan to
improve your weaknesses.
96-128
You communicate extremely well, but remember that you
can never communicate too much.
PROFESSIONALISM
How and When You Communicate Reflects on Your Role as a Professional
Each individual is or should consider themselves a “Professional.”
A title, position, words, actions, appearance … all reflects daily on other's
perceptions of you. Communication is essential in any workplace.
Requires engagement by the sender and receiver to be effective and to project
professionalism.
Professional etiquette- one of the easiest ways to improve and enhance the
perception others have of you is to use Professional etiquette.
Connie Condon, Senior Vice President- Diversified Nonprofit Services
www.nonprofitexpert.comSubmit search form
Effective Communication
Purpose to convey a message to recipients,
to handle information,
to improve relationships.
Forms Spoken…Written…Listening…Symbolic Gestures
Visual Images…Multi Media
Effective depends on individuals,
if meaning was clear and understood,
if the tools/terms moved the message forward.
Communication
TWO WAY PROCESS
TWO INDIVIDUALS WITH DIFFERENT …wants, needs, attitudes
Things get done.
Information gets passed on.
Information is received.
Effective Communication can trigger…
Decision Making
Achieve mutual understanding.
Develop relationships.
Communication Barriers
Different wants, needs, attitudes…
Barriers exist and can stop the appropriate
message.
“Communication Barriers” exist in the
systems in the workplace?
Barrier-Cause-Solution-Responsible Staff
Choosing a Communication Method
Method you want to choose…
Spoken and Written language Combo.
Spoken- convenient
Written document- attracts a reply
Email- informal, electronic speed
Phone call- direct 1-1 contact
Alerts: Email capital letters, Employer’s rights, Courtesy, Confidentiality,
Ethics, Respect, Cultural differences …
Methods of Communication
Type of Communication: Examples: Usefulness:
Written Word
In any language and in various
media, the written word is basic to
literate societies.
Spoken Word
Communication that is effective only
when it is heard by the right people.
Symbolic Gestures
Any positive or negative behavior
that can be seen or heard by the
intended target.
Visual Images
Images that can be perceived by a
target group.
Multi-media
A combo of different methods above,
often involving IT.
(Information Technology)
Methods of Communication
Type of Examples: Usefulness:
Communication:
Written Word Letters, Memos, Written word is the basis
In any language and in Reports, Proposals, of organizational
various media, the Notes, Contracts, communication and is
written word is basic to Summaries, Agendas, used because it is
literate societies. Notices, Regulations, relatively permanent and
Minutes, Plans, accessible.
Discussion, Documents.
Spoken Word Conversations, Verbal exchanges in
Communication that is Interviews, Meetings, person and by phone are
effective only when it is Phone Calls, Debates, used because of their
heard by the right Requests, Debriefings, immediacy; they’re the
people. Announcements, chief means by which
Speeches.. organizations work on a
day to day basis.
Methods of Communication
Type of Communication: Examples: Usefulness:
Symbolic Gestures Gestures, Facial Actions and body
Any positive or negative Expressions, Actions, language profoundly , but
behavior that can be Deeds, Tone of Voice, unconsciously affect
seen or heard by the Silence, Stance, Posture, people –propaganda
intended target. Movement, Immobility, depends on the
Presence, Absence. manipulation of positive
and negative signs.
Visual Images Photos, (slides & prints) Visual images are used
Images that can be Paintings, Drawings, because they convey
perceived by a target Illustrations, Graphics, powerful conscious and
group. Cartoons, Charts, unconscious messages.
Videos, Logos, Film,
Doodles, Collages, Color
Schemes.
Multi-media TV, Newspaper, Media are especially
A combo of different Magazines, Leaflets, useful when they can be
methods above, often Booklets, Flyers, participative. The more
involving IT. Posters, Internet, professional the use of
(Information Intranet, World Wide multimedia, the more
Technology) Web, Video, Radio, effective and productive
Cassettes, CD-ROMs. they are likely to be.
Achieving Clarity
“Three Rules”
1. Be clear in your own mind about what you want to say.
2. Deliver message in a few accurate words.
3. Ensure that the message is clearly and correctly
understood.
“Good Communication” means…Saying what you mean
and fully comprehending any feedback.”
Clarification
Clarify what was stated or if you think your message was
misunderstood.
Take responsibility, find info you need and listen to
answers.
Examples:
“I am afraid I did not quite catch what you stated, would you mind
repeating it please?”
“I am aware that this is not your field, but I would be very interested
in hearing your opinion.”
“I can’t have explained myself clearly, what I meant to establish
was…”
Communication Points
Speaker- inspired with confidence as audience listens.
Message- regarded as trustworthy until proven other wise.
Misunderstandings- caused by wishful listening or selective
hearing.
Constant interruptions- makes it difficult to get across their
point of view.
Interpreting Dialogue- take statements at face value, without
reading into hidden meanings.
Rephrase statements- repeat them to the speaker to test
understanding.
Learning to Listen…
What type of Listening communication did you grow up
with?
Tips:
Face the individual without fear and listen to the message.
Tilting your head slightly demonstrates you are listening.
How you listen conveys meaning to other individuals and
helps to make exchange successful.
Show Attentiveness and use silence to encourage hesitant
speakers or speak, but do not dominate conversation.
Keep it brief, repeat key words silently to yourself to
remember what is said. Ask if you can take mini notes in
office setting.
Learning to Listen…
Think about the words you hear, not the person saying them…
Mirroring- by listening attentively.
Reply- use visual/auditory language with visual/auditory.
Rapports- helps with individuals.
Similar posture- using the same gestures can create
“empathy.”
Positive posture- lightly clasp hands, direct eye contact,
closed mouth smile, attentive posture.
Keep an open mind about what people say…
Responding to individual(s)
Step 1. Listen properly-not listening if not giving full
attention and being distracted by thinking about
how to respond.
Step 2. Respond-ask for clarification if needed, ask for
extra info, info repeated or further explanation.
Step 3. Act
Questions? How you ask is important.
Know which questions to ask, it will help you get the
right answers.
Right answers generate knowledge and
understanding.
Why? What? How? When? Questions needed to
manage your job more effectively.
Asking questions- seeking specific answers requires
specific questions.
Use open-end questions to gain insight into
character.
Do not be afraid to pause while thinking of your next
question.
Questions? How you ask is important.
Write list of questions prior to meeting.
Facilitating Meetings- prepare list of answers and
check off questions and write new questions.
Best meets your aims, initiate discussions, gains
specific info, attain specific end, sends command
cloaked as query, ask questions until satisfied.
TONE…part of communication
Speak with natural tone to create warm environment.
Harshly-anger … Softly-sympathy … wrong tone-
counterproductive response
Unintentional sharpness, too conciliatory, steers
individuals toward agreement by using optimistic
and confident tone of voice.
Prejudice Blocks Effective Communication
Recognize Prejudice
Inflexible mind-set-we are also influenced by others and often adopt
their opinions without thinking.
Most people have this problem and are unconsciously influenced by
stereotypical view.
Personal Prejudices are difficult to eradicate because they are inbuilt
and exist regardless of the behavior or character of other individuals.
Recognize Prejudice
Frequent mistake is to assume you know what individual is going to
state and not to listen to actual message.
Individuals do not always behave according to stereotype or
expectation. Listen very carefully to what individuals are stating and
do not let prejudices get in the way.
Avoid favoritism for example: a manager with preconceived opinion.
Open neck shirt, casual dress and confident woman wearing clothing
which mirrors manager.
Symbolic Gestures
Can you read or control body language?
Unconscious physical movements creates different impressions
Strengthens or damages communication.
Positive movement encourages open communication.
Example: If individuals inwardly feel uncomfortable because
they are lying, their awkward body language will
betray the lie.
Symbolic Gestures &
Communication
Non-verbal symbolic gestures.
Posture and facial expressions.
Do not pose a hostile expression.
Symbolic Gestures vary per country.
Public speakers use gestures to make emphasis.
Alienate audience/drown your message-hit table.
Confrontation movements.
Body Signals-evasive eye contact, nodding.
Be an Effective Communicator!
“Think like a wise man,
but communicate in the
language of the people”
William Butler Yeats 1865 - 1939
"Think twice before you speak, because your
words and influence will plant the seed of
either success or failure in the mind of
another." Napoleon Hill
Resources:
Heller, Robert & Hindle,Tim Essential Manager’s Manual, 1st Edition, January
2008
Rivers, Dennis, M.A,The Seven Challenges Workbook, Cooperative
Communication Skills for Success at Home and at Work.
www.newconversations.net
Human Development Books, Berkeley, CA an Eugene, Oregon.
www. Hudevbooks.com 6th Edition January 2008.
http://www.ehow.com/way - Open/Ended Questions
Effective Communication Presentation , facilitated by Ruth Eaton M.Ed,
NACOG Head Start, Training Evaluation Specialist
Thank you
