11 Strategic Communications Flashcards
Essence of good communication?
Transmitting the INTENDED meaning, not just symbols
What’s feedback?
Info that one receives about their behaviour
3 forms of feedback:
- descriptive
- evaluative
- prescriptive
Give an e.g. of a descriptive form of feedback:
Telling a pharmacist that they were clear and concise in how they explained how a drug was supposed to work
[We’re ONLY describing what a person did; we don’t care about whether it was good or bad]
Give an e.g. of an evaluative form of feedback:
Telling a pharmacist that they did a really good job counselling a pt bc they were instructive and helpful. They also made the pt feel really comfortable, which made them unafraid to ask questions
[Basically, we’re giving a evaluation - a collection of statements about what an ind did well and what wasn’t done well]
Give an e.g. of an prescriptive form of feedback:
Telling a pharmacist that they could’ve slowed down a little when speaking to the pt
[We’re telling a person how they can improve]
Nonverbal comm is made up of..
- proxemics (where you situate yourself in space when communicating)
- kinesics (body lang)
- Facial/eye behaviour
What’re some effective ways to communicate?
- give enough time
- don’t give too much info at once
- don’t use complicated language (“jargon”)
- use multiple channels of communication for complex messages
2 ways to deal w/ info overload:
- improve ability to process info (read faster, manage time better, etc.)
- reduce info load (summarize, omit, etc.)
Diff b/w high and low context cultures?
The diff is in how ea communicates.
High context cultures transfer a lot of unspoken info during communication, in addition to what is said.
Low context cultures communicate almost everything explicitly, and rarely is anything ever implicit or hidden
Define strategic communication
When ideas are presented in a clear, concise, and persuasive way
What’re some ways to facilitate info flow from subordinates to supervisors?
- grievance procedure
- open door policy
- counselling, questionnaires, exit interviews (“Why are you leaving?”)
- participative decision-making techniques
Active listening: How do you do it?
- LISTEN to what they’re saying (Actually LISTEN, don’t evaluate, don’t interrupt)
- EVALUATE and organize the info you’ve listened to
- RESPOND by showing interest, and, if needed, clarifying the message
Most common form of informal communication?
Grapevine (cluster)
How is communication internally diff from external communication?
Internal communication occurs via a memo, and only goes to ppl within an org
External comm occurs via letter, and goes to ppl outside the org, such as customers, suppliers, and others
