Communication principles

The Importance of Interpersonal Communications
Communication Styles
Communicating Effectively
Nonverbal Communication
Questioning
Listening
Giving and Receiving

Course Progress

Module 0: Factors Influencing Human Interaction
Module 01: Communication
Module

Factors in today’s workplace:
Technology
Time
Diversity
Liability
Organizational structure

Why is communication important?

Organizations today:
Flatter
Less formal
Matrixed
More fluid

Why is communication important?

Factors specific to software development:
Distributed development
Varying languages (Technical/Nontechnical)
Differing processes and

Passive
Aggressive
Assertive

Communication Styles

Passive
Puts others first
Sends message of inferiority
Soft or apologetic tone of

Aggressive
Puts self first
Sends message of superiority
Loud and forceful

Assertive
Stands up for personal opinions while respecting opinions of others
All

What words would you use to describe the three styles?
How might

“There are two ways of exerting one's strength: one is pushing

Constructive communication helps build:
Employee morale
Teamwork
Relationships
Destructive communication creates:
Conflict
Resentment
Resistance/rebellion

Communicating Effectively

Communication is more than just words
7%-38%-55% Principle
Words= 7%
Tone of Voice

Use words that show you are:
Knowledgeable
Credible
Trustworthy
Honest
Dependable

Communicating Effectively

Avoid words that are:
Demanding
Demeaning
Discriminatory
Offensive
Negative
Overused

Communicating Effectively

When might you communicate something other than a fact?

Communicating Effectively

Focus on the problem
Be specific
Be congruent
Take responsibility for statements

“What you do speaks so loud I cannot hear what you

Influencing Factors
Context
Environment
People’s behaviors

Nonverbal Communication

Vocal characteristics
Rate of speech
Pitch
Volume
Tone

Nonverbal Communication

What do you think of someone who talks too fast?
What do

Facial expressions
Eye contact
Gestures
Posture
Proxemics

Visual Cues

Intimate Distance
Personal Distance
Social Distance
Public Distance

Proxemics – Use

Proxemics – Use of Space

Seating Arrangements

Personal Space; the Behavioral Basis

Chronemics – Use of Time

http://en.wikipedia.org/wiki/Chronemics

Why do we ask questions?
Gain or provide information
Obtain participation
Check understanding

Strategies for asking “good” questions:
Ask open-ended questions
Show interest
Ask follow-up question
Ask what

True or False?
Effective listening is as important as effective speaking.
Most people

A conversation between a US Navy ship and Canadian authorities:
(Canadians) Please

(Americans) This is the aircraft carrier USS Lincoln, the second largest

Important management skill
Managers listen for up to 60% of workday

Barriers to listening:
Lack of interest
Distracting delivery
Noise or other

Tips for active listening:
Pay attention
Show you are listening
Show you understand

When providing feedback:
Balance positive and negative
Be specific and nonjudgmental
Provide