Communication, Listening, and Feedback PPT #9 FINAL Flashcards
Importance of workplace communication Nasa Stuff
- Nasa study in the 1970’s: 70-80% of flight accidents were due to pilot miscommunications
- Medical errors: Patient safety (and sometimes their lives) depend on medical providers’ communication skills
- Managers spend 50-90% of their time communicating
Communicating effectively can help you get further ahead in life, as you are able to convey your thoughts accordingly and in a well constructed manner.
Elephant Picture
Many individuals can have different perspectives on the same topic
Parable of the elephant; people without vision feel an elephant and rely on feeling to determine what the creature is, so communication can help us see things more clearly
Functions of communication and communication bridge
Circle: Coordination –> Disseminate Info –> Sharing Feeling and Concerns
Communication connects like a bridge
It is like a bridge to help bring 2 or more things together
The communication process, and the role of noise
Message: Sender has a thought (knowledge, culture, attitude help shape message)
Encodes message: The sender turns their thoughts into a message by selecting words, symbols, or pictures.
Channel or Medium: The sender chooses a medium to send the message, such as a phone call, email, or in-person meeting
Receiver: The person or group who receives the message.
Decoding: The receiver interprets the message by translating the coded information into a form they can understand.
Feedback: The receiver provides feedback.
Role of Noise: any barrier that interferes with the process of sending or receiving a message. Messages can be clouded by things like emotion, conflict aversion
Media richness theory (Daft & Lengel (1986)
Richness: The ability of information to change understanding
* Some mediums are richer than others in their ability to communicate a complex message
* Message complexity should be matched by a suitable medium
Goes from bottom left of Leaner to top Right of Richness
Leaner mediums: Reports that are structured to convey all the thoughts in a laid out matter; best for complex technical mediums
Barriers to Communication
Fear or unwillingness to give or receive a message
Cognitive biases (e.g., selective perception)
Information or emotional overload
Poor communication with the person in the past
Differences in semantics (e.g., due to culture): does on thing mean different things to everyone
Inaccurate or incomplete information
Communication styles
Status differences
Poor listening
Giving Feedback
- Keep in mind the desired behaviors, and why they are important to achieve from the feedback recipient’s perspective
- Be prepared to describe whatis working from your perspective, what is not working, and what is needed
- Focus on the performance, not the person and be respectful
- Offer suggestions that are specific and controllable
What is Listening?
The degree to which the listener focuses on the speaker’s message, succeeds in adopting the speaker’s cognitive and emotional frame of reference (Rogers, 1951), and intends, without judgment, to help the speaker grow psychologically (gain insights and solve their issues on their own; Rogers, 1951)” (Kluger & Itzchakov, in press, pp. 4-5)
Think of steps; unobservable aspects –> observable behaviour –> speaker’s felt listening
What do Good Listeners Do?
Effective listeners tend to:
* Listen to understand, not to respond
* Give up conversational control
* Demonstrate warmth, empathy, and genuine interest
* Engage authentically
* Understand both the message and the meaning attached to it
* Attend to various cues: verbal, nonverbal, tonal, memory
* Check their understanding (e.g., through paraphrasing)
* Reflect feelings
* Match their listening approach to the situation at hand, and the needs/expectations of the speaker
Impacts of Good Listening
Relationships:
Increase:
Trust
Wellbeing
Intimacy and help toward OB outcomes
Autonomous motivation
Task performance and OCB , wellbeing,
Job Satisfaction and Commitment
Decrease:
Stress and Burnout
How Does Good Listening Have an Impact?
- Acceptance & nonjudgment → Psychological safety
- Creates space for openness and nonjudgmental self-reflection
- Fosters moments of “togetherness” and supports relational development
- Supports psychological needs for relatedness, autonomy, and competence -> psychological well-being
- Dissipates distress
Barries to Listening
Selective Perception/Listening: occurs when someone chooses to focus on or ignore certain things based on their emotions or prior beliefs
Fear: Anixety can block effective listening as you may fear what you are going to hear
Evaluation: Judging the speaker prematurely stops active listening and leads to misunderstandings
Desire to Help/Fix/Advise: Jumping to solutions too quickly can make the speaker feel unheard.
Distractions: Internal or external distractions break focus and impede effective communication.
Rehearsing: Preparing a response while the speaker is talking prevents genuine understanding.
Time:Feeling rushed can lead to dismissive listening and missing important details.
Effective communication draws on emotional intelligence
Requires knowing what you want to say & figuring out how to articulate it
Anticipating how the receiver will interpret your message/watching for cues of misunderstanding – both take empathy and other awareness
Two-way communication is generally preferable to one-way communication
Feedback and listening are important for helping parties to clear any misunderstandings
If you want feedback/two-way communication, be sure to clearly invite recipients to engage in this way
Listeners impact speakers and relationships; listening is not easy
Communicating, listening, and feedbacking can all be improved with deliberate practice
Ways noise can distort communication process
Physical Noise: Loud construction outside a meeting room makes it hard to hear the speaker.
Semantic Noise: Using technical jargon confuses the audience unfamiliar with the terms.
Technical Noise: A weak internet connection disrupts the audio in a virtual meeting
