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Communication
The two way transfer of ideas and information, to create understanding in the minds of others, to promote action
Facets of Communication
Sender Receiver Information Behavior Feedback
Method
Media Context Time Feelings Place Type Tone
Noise
How We Communicate?
Speaking Writing Listening Non-verbal language Music, art, and crafts
Shared symbols
We could have seen the meaning of asap change from in a few days to immediately. Many other words and phrases are also vague and have different meanings for different people. Shared symbols are not always completely shared. The message intended is not always the message received.
(Business) Communication
be informative; offer right amount of information be truthful, based on evidence
be relevant
be clear, orderly, unambiguous
Communication Styles
Aggressive Passive Assertive
Aggressive People
Are loud, bossy and pushy Get their way, no matter what React instantly Like to get even Dont care about feelings Believe that winning is everything
Passive People
Have trouble saying no Do whatever others ask, even if inconvenient Get stepped on a lot Dont stand up for their rights may even not know what their rights are Do anything to avoid a conflict Are taken advantage of may resent, but wont tell anyone
Assertive People
Are firm and direct Dont blame others, take responsibility Concentrate on here-and-now Can express their needs and feelings calmly and easily Are confident about who they are Respect others rights and expect this from others Speak firmly and make eye contact
Active Listening
Listening
Understanding
- Learning - Deciphering meaning
Receiving
Remembering
- Recalling
- Hearing - Attending
Listening
- Retaining
Evaluating Responding
- Answering - Giving feedback - Judging - Criticising
Active Listening
Be attentive
Use your face, voice, and body to indicate you are sincerely interested in what the person is saying.
Active Listening
Limit the number of questions you ask
Avoid the appearance of grilling the person, but do ask some questions to demonstrate your interest.
Active Listening
Avoid phrases which will truncate the communication
Its not that bad. You shouldnt feel that way. Youre making something out of nothing. Sleep on it. Youll feel better tomorrow.
Active Listening
Use encouraging, noncommittal acknowledgments
hmm I see "right" uh huh
Active Listening
Use encouraging words that invite the person to say more
Tell me more. Sounds like you have some ideas on this. Im interested in what you have to say. Lets talk about it.
Managing Performance
1. 2. 3. 4. 5.
Coach
Counsel
Do what you can
Coaching
Effective coaching helps a subordinate to integrate with the organization and to develop a sense of involvement and satisfaction. Coaching is a means rather than an end in itself.
mutuality.
Some degree of trust and openness is essential. If the organization or the unit in which the subordinate works is full of tension and mistrust, coaching wont be effective.
Feedback
Feedback
Giving feedback is important in terms of increasing the subordinates selfawareness.
Particularly with regard to strengths and weaknesses.
If properly given, feedback results in greater rapport between the supervisor and the subordinate.
Positive Feedback
What is it?
Reinforcing performance through an active effort to praise use of particular skills or actions
Positive Feedback
Example:
When your gave your presentation to the Task Force Describe
I felt proud of you and the work we have done. Express I would like to see you continue to use those skills in the work ahead. Specify
Corrective Feedback
What is it?
Providing instruction, direction, guidance or encouragement as the person works toward achieving an objective or competency expectation OngoingNot just when a person makes mistakes
Corrective Feedback
Example:
When you ignore my request to get reports in on time Describe I feel frustrated and angry because I cant submit my report on time. Express I need to receive your reports on time.
Specify
Corrective Feedback
Example:
If you do, it will satisfy our customer expectation. Consequence+ If you do not, it will hurt your performance. Consequence-
Support
Feedback
Reinforces positive new behavior and what the subordinate has done well. Suggests rather than prescribes avenues for improvement. Is continual rather than sporadic. Is based on need. Is intended to help.
Effective feedback
Credible
Timely
True or False
1. Time can be managed. 2. The longer or harder you work the more you accomplish. 3. If you want something done right, do it yourself. 4. We should take pride in working hard. 5. You should try to do the most in the least amount of time. 6. Technology will help you do it better, faster.
Time
Is a unique resource It cannot be accumulated like money It cannot be stored like raw material We are forced to spend it, whether we like it or not, at a fixed rate of 60 secs per min. It cannot be turned on or off like a machine It cannot be replaced like a man It is irretrievable What is lost is lost What is lost is a part of our life
Nothing else perhaps distinguishes effective executives as much as their tender loving care of Time. Unless he manages his time effectively, no amount of ability, skill, experience or knowledge will make an executive effective.
Peter Drucker
What Is It Anyway?
Work: Time management refers to the development of processes and tools that increase efficiency and productivity.
Life: Managing our time to waste less time on doing the things we have to do so we have more time to do the things we want to do.
Time Waster
Something that prevents a person from accomplishing a job or achieving a goal in a given time Spend time to reflect on the major time wasters in workplace and write down a list
Internal Timewasters
Lack of objectives
Lack of priorities, deadlines, daily planning Leaving tasks unfinished Attempting too much and unrealistic time estimates Indecision and procrastination Inability to say No.
Internal Timewasters
Ineffective delegation and involvement in detail Management by crisis Lack of personal organization/discipline Cluttered desk and personal disorganization Daydreaming Worry, Stress
External Timewasters
Meetings (scheduled and unscheduled) Telephone interruptions Drop-in visitors Unclear communications; inadequate, inaccurate or delayed information Waiting, Resource Sharing Lack of clear goals, objectives, priorities Confused responsibility and authority
Plan
Prioritize
Prioritization
Paretos Principle
A small number of causes (20%) is responsible for a large part of the effect (80%)
Implications for us
The relationship between input and output is not balanced:
20% of a person's effort generates 80% of the person's results; 80% of your success comes from 20% of your efforts
It is vital to focus 80% of your time on the 20% of your work that REALLY counts
Prioritization
You've got to put down on paper the ten things that you absolutely have to do. That's what you concentrate on. Everything else - forget it. Lee Iacocca
Former Chairman, Chrysler
Prioritizing means determining the relative importance and precedence of events. And it is absolutely necessary for effective planning. Prioritizing keeps us from spending time on things we dont really value.
Hyrum W Smith
Chairman, Franklin Covey
Scheduling
Collaboration
Assigning/sharing workload Maximizing the strengths and productivity of a team
Learning to say NO
Maybe you are always behind schedule because you are trying to do too many things. If so, you might consider turning down or deferring some jobs that you are asked to do.
Learning to say NO
Recognize your limits
If you must do, tell the people involved when you can complete it.
Managing Interruptions
For crucial deadlines, make yourself inaccessible Offer an alternate time Be polite but direct Try closing your door or arranging your office to discourage drop-ins. Help others solve their problems, dont take them over. Schedule social time
Procrastination
Putting off doing something until a further time
unpleasant or burdensome not knowing where to begin doing the easy or trivial stuff first lack of clear deadlines, lack of information fear of failure thinking that someone else will do it sometimes as an attitude
REMEMBERthings do not get any easier when they are put off!
To Reduce Procrastination
Divide project into small, schedulable stages
Do collaborative work Dont be a perfectionist Take a break at the end Promise yourself a reward
Time
Two Dimensions
Importance
Urgency
Important tasks Urgent tasks require support operational immediate attention goals
Proactive Tasks
II: Not Urgent but Important IV: Not Urgent and Not Important
Time Wasters
Things which matter most must never be at the mercy of things which matter least.
Johann Wolfgang von Goethe
German Author
Disorganization
People often waste much time because of disorganization
Signs of Disorganization
Desk or office cluttered with papers, files and equipment Poor or no filing system No follow-up system Dont know where to put the papers Procrastination
Wasted time
Lost customers due to poor or slow service Wasted money
Workaholics
Never say No Never say Yes to offers of help Are poor delegators (no one can do
it as well as me)
Have a reputation for delivering - so get more work Dont value training and development
Timing
Knowing when not to work is as important as knowing when to work.
10 :0 0
12 :0 0
8: 00
2: 00
6: 00 am
4: 00
6: 00 pm
Tasks
Low Energy Meetings Opening/Sorting Mail Responding to Correspondence Collecting data High Energy Designing Programming Writing Reports Planning Debugging
Perfectionism
It is a virtue to want to do a good job, but some people become so anxious about getting a job done perfectly that they never complete it.
Examine if your efforts to get the job done perfectly are really improving things. Think about the cost-benefit ratio of the extra effort. Remember that nothing is perfect.
Rigidity
Unexpected things come up and activities sometimes take more time than planned. Have some flexibility in schedule.
Do not get frustrated if things dont work out as planned. Just re-evaluate the plan and make adjustments.
True or False
1. 2. Time can be managed. The longer or harder you work the more you accomplish. If you want something done right, do it yourself. We should take pride in working hard. You should try to do the most in the least amount of time. Technology will help you do it better, faster.
3.
4. 5. 6.
Thanks