Video Transcript: Communication Management

Welcome. We're going to discuss communication management. First, the  interpersonal communication process, the sender, who is the encoder of the  message, right? The attitude of that sender the experience and perception that  they're trying to convey to the receiver. Right, they transmit that communication  to the receiver via a medium verbal or non verbal, right? Maybe a text message  or an email or conversation over the phone or in person, the receiver decodes  the message, tries to grasp the attitude, experience or perception of the sender,  decodes and interprets the message they receive from the sender and then  provides an action or response in the form of feedback. So this is the process of  communication, or the communication loop, interpersonal communication  mediums. So from the top to bottom is more effective to less effective. So the  top being the most effective, the bottom being the least effective. So if we start  at the top, face to face, in a face to face communication type setting, I can see  the person's body language that's trying to convey a message to me. I can  understand the tone of voice that they have. I can read their attitude much  better. I can make eye contact with them. I can know how sincere they are if  they're joking around. So face to face is obviously the number one form of  communication, because you can have an insight to all the other variables that  consist of communication, video conferencing, I can still see the person, so it's  still interpersonal, but it's not face to face. I can't physically touch them, reach  out, shake their hand, things like that, so telephone, I can still hear their tone of  voice. I can still understand where they're coming from. I can still feel the vibe of  the conversation over the telephone, but if you notice, we're starting to move  down, it's a little more, least effective, less effective, two way radio. You know,  that's just a brief conversation. That's just a brief I've got a message real quick. I got to get out over the radio so there's no real connection between the people.  As far as sharing ideas and thoughts on an emotional, physical, social  experience, written addressed documents. So if I write somebody a letter, you  know they're going to get the point that I'm trying to say, and they're going to  understand my emotions somewhat. But it won't be the same as seeing them  face to face and being able to hear them and see them and see how they react  in the body language, unaddressed documents, just bulk mail or a poster  advertising something, right? So obviously we can get the point of the message, but we don't know what the real inspiration is behind the message. So nonverbal communication, ways of talking, pauses, stress on words. What do I make more  direct? How do I make it more exciting? You know, things like that, posturing,  slouching, your body language shows a lot about how you feel about certain  things, or your attitude, appearance, you know, clean, neat, tidy. Put together  shows that you're prepared, maybe unorganized, messy, not put together so  well, shows that maybe you're not so prepared. Head movements, nodding, you  know, letting somebody know that you agree with them. Yes, I understand what  you're saying. I can empathize with you. I feel what you're saying right, hand 

movements, right, waving things like that. Maybe shows excitement, like I'm  happy to be here. Hey, look at me or something like that, right? So I can, I can  see people's expressions and thoughts through their body language, eye  movement, right, shooting somebody a wink, hey, I got your back right? Me and  you together. We're good. Facial expression, a frown, a smile. You can read  somebody's attitude or how they feel. Body contact, shaking hands, right? Hey, I trust you. We have a deal. Closeness, invading someone's space. Hey, I'm  probably being bothered right now. Leave me alone. I need a little time. You  know, things like that sounds laughing. You know, I'm in a good mood. I'm  happy. I'm laughing, joking around, you know? So. Is nonverbal communication.  It's very important to pay attention to how they're saying what they're saying.  Barriers to effective communication, lack of honesty. No one's going to want to  do business with you. No one's going to want to trust you. No one's going to  listen to you. No one's going to really go above and beyond if you're not honest  with them, and you don't create that rapport with them, so they can trust you and know that you are going to hold up your end credibility gap. When you're  dishonest, you create a credibility gap for yourself, right? So people can't trust  you. Now you've lost credibility. Nobody's going to really want to do business  with you. So it's very important to maintain effective communication and be clear and concise and particularly honest. Language. There may be a language  barrier, right? Two people speak totally different languages, emotional I'm happy  about something. This other person is sad about the exact same thing. Listening habits. I don't listen well. I just want to talk all the time. I really don't care what  you have to say, but I want to I want to talk so I'm not going to listen, right? We  need to be a good listener. We need to make sure that we understand what the  other person is saying, and we understand how to appropriately respond.  Perception. Perception is how I see it. How do I perceive this certain statement,  or how do I perceive this person? Or how do I perceive this idea, right? My  perception of this may be different than somebody else's perception, and  therefore we can't agree on it because our perception is different information  medium. How do we collect our information? Do I get it from the internet? Do I  get it from the Wall Street Journal? Do I get it from word of mouth? How am I  collecting my data? So to overcome these barriers to effective communication,  first, we need to think right? We need to think about how we're going to  approach a situation. What attitude do I need to portray in this situation, and  how do I effectively communicate what I want to say in this situation to be the  most effective to get the outcome and the results that I desire. Use feedback  again. It goes back to that listening mechanism. Listen, receive the feedback,  digest the feedback, and then make a plan. Tailor your language to the receiver.  Know who you're talking to. Know what their skills are their experiences,  understand your audience, listen actively. Listening is one of the most effective  tools that you'll have, because then you'll be able to understand more. So the 

more that you listen and the more that you can absorb and understand, the  better you're going to have a feel for whatever is going on, and therefore, people can bring ideas together and make a common solution that's good for everyone.  Constrain emotions. Don't get too hot or angry or upset, right? Cooler heads will  prevail. Watch non verbal clues, particularly these body language, non commute communication skills that we talked about previously. Next is the grapevine  communication channel, which is an informal organizational communication  network that is active in almost every organization. This provides a channel for  issues not suitable for formal communication channels. So if I've got a problem  going on with work and I don't think the work is being distributed fairly, I think  this person is getting all the good projects. I get all the bad projects. I don't think  my boss likes me very much. So there needs to be a back channel of  communication that's not so formal to understand what's going on inside the  organization, so that we can talk about it and everybody can be clear on what  the expectation is. The impact of information passed along the grapevine can be counted by open and honest communication with employees. That's why it's  important to have an open door policy as a manager, so that you can  understand the landscape environment of your employees, and keep your pulse  on your employees, to know how they feel, what they're thinking, and how they  want to move forward, and then combine that with your ideas about how you  want to move forward and what's best for your organization, and then come  together for solution that creates the best environment for profit maximization for the business