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COMMUNICATION, is defined as “the KSAOs needed to effectively craft and…
COMMUNICATION
COMMUNICATION STRATEGICALLY
IMPACTFUL COMMUNICATION
Impactful Communication integrates
:check: An understanding of the audience’s needs and perspectives.
:check: A clear message
:check: Effective delivery.
UNDERSTANDING THE
AUDIENCE'S NEEDS
GOALS
:red_flag:
deepen understanding
of a topic
or
to
encourage
a specific
action
:red_flag:
easily achieved
: who you’re speaking to, what this audience expects to hear, what it wants to hear,
and what it fears hearing.
LEVELS OF
AUDIENCE ANALYSIS
:question:
WHO
Who should receive
information about this topic?
How many distinct groups
are there?
Do they
have different needs
?
:question:
WHAT
What
does the audience
know about this topic
,
and how much do they need
to know?
Is the audience
unaware of or familiar
with the issue?
:!:This will
affect the level at which context, supporting details, and explanation
are delivered
:question:
HOW
will the audience react to the communication?
With
surprise or confusion?
If so, the communicator may need to slow down and pay more attention to the audience
With
resistance?
If they are likely to resist, the communicator must anticipate possible objections and prepare response strategies ahead of time. Not having supporting or explanatory information at hand damages the communicator’s credibility and influence.
With little
interest?
In this case, the communicator must find ways to increase the audience’s engagement in the message—for example, by emphasizing direct effects on the audience.
:question:
WHAT (APPROACHES)
rhetorical
hùng biện
(persuasive) approaches will work best with each group?
Hard, objective data?
Personal stories?
Providing the information and letting them
make a decision?
(This increases the audience’s investment and commitment to the decision.)
CONSTRUCTING THE MESSAGES
FRAMING
is the process of getting an
audience to see communicated facts in a certain way
so that they
take a certain action
:!: Requires:
Articulating *
diễn đạt
*the objective and desired outcome
of the communication
Identifying the benefit
to the audience
Identifying the key points
of the message
and sequencing them in a logical manner
.
Providing an explanation
of and evidence for each point that helps the audience see these facts in the desired frame
Ensuring that the message clearly
reflects and is consistent with the organization’s brand and goals..
REFRAMING
is
changing the way an audience sees or feels
:check: Impactful communicator
if the audience is
rushed or bored =>
shorten message to
key points
if the audience has
more trouble understanding or accepting
a certain point
=> tailor the message
if the audience
shows great interest => expend
the message
BECOMING A
IMPACTING COMMUNICATOR
:check: projecting
credibility
and creating an effective
presence or physical image
Perceived credibility involves building a reputation for expertise, reliability, and integrity.
:green_cross:
PHYSICAL PRESENCE
POSTURE
tư thế
& MOVEMENT
maintaining an erect but relaxed posture, moving slowly, following and mirroring the posture of audience members if appropriate
GESTURE
cử chỉ
using hand movements to emphasize key points but not overusing gestures or using them at the wrong time.
EYE CONTACT establishing soft (not piercing) contact with the eyes of audience members, shifting gaze slowly to include all members of the audience (not picking one spot or person to engage, not letting the gaze dart nervously about the room).
VOCAL QUALITIES speaking clearly, loudly enough to be heard, and at a reasonable speed. Varying speed and volume in a way that supports the message can avoid creating tedium.
:red_cross:
MAJOR ENEMIES
kẻ thù
TO PRESENCE
FALSENESS
derive from assuming a manner and personality that are so distant from your own that they interfere with your ability to connect directly with the audience
derive from dishonesty—lying about facts or avoiding answering questions.
NERVOUSNESS
is not problematic
OTHERS
: dyslexia, ADHD (attention-deficit/hyperactivity disorder), dyspraxia, or social anxiety disorders
EVALUATING
THE EFFECTIVENESS OF COMMUNICATION
Should be done ASAP to identify strategies & improvement
Was the audience analysis complete and on target.
Signs of effective communication within HR team & organization:
High levels of engagement
reported in employee surveys
High levels of retention
Positive comments
on the organization’s social media channels.
Effectiveness
of teams in
meeting
their commitments and department budgets and schedules
High levels of collaboration
PLANNING COMMUNICATION
:check: The delivery of the message involves
choosing the communication channel that best fits
the message and the audience’s needs, a place that
minimizes distraction
and
allows the audience to focus
delivery style
: supports audience understanding and engagement.
Timing and awareness
of the audience’s reactions
:question:
CONSIDERATIONS
:
How will the communication occur?
When will the communication occur?
Where will the communication occur?
Who will communicate?
What support will be required?
What media will be used?
How will audience feedback be managed?
What organizational rules will shape the communication?
What is the appropriate tone of the communication?
COMMUNICATION
MEDIA
FACE TO FACE (or small group)
:green_cross:
immediate
verbal and nonverbal
feedback, complex, sensitive
issues
(e.g., conflicts, negotiations, problem solving)
:red_cross: takes time, r
equires good listening skills
to avoid conveying wrong message
PHONE CALL
:green_cross: opportunity for feedback, questions
:red_cross: r
equires good listening skills
, faces more competition for attention,
takes more time
VOICE MAIL
:green_cross:
saves time
:red_cross: does
not
provide f
eedback or confirmation
of understanding
VIDEO-CONREFENCING
:green_cross: No travel required,
remotely, save moneys,
scheduling easier, live,
encourage focus
:red_cross:
technical
issues, missing in person communication cues, overuse leading to burnout, can be time consuming
E-MAIL
:green_cross:
saves
sender
time
, show details, i
ncludes multiple parties easily
, documents communication
:red_cross:
requires
more care to
create accurate message and convey correct tone
, does not necessarily provide desired feedback, can be missed or perceived as nuisance
SHORT MASSAGING
(for example, texting, chat)
:green_cross:
saves time
, can be broadcast to announce information
:red_cross:
limits content
, can be missed or perceived as intrusive
làm phiền
SOCIAL MEDIA
:green_cross: broadcast to
large audiences
,
reaches
certain audiences
efficiently
and can
elicit *
gợi ra
immediate feedback
(e.g., quick surveys)
:red_cross: may not reach all audiences,
*requires review
since the message will be widely viewed
WRITTEN REPORT
:green_cross: allows
full presentation
of topic, provides documentation, reach a l
arge audience
& encourage thoughtful
responses
:red_cross:
takes time
and
care to create
, get a response, may need to
conform to organizational expectations
(templates)
ORAL PRESENTATION
:green_cross: allow
immediate questions, feedback, adjustment of message
, can incorporate visuals, video, handouts
:red_cross:
requires
skill and time to
practice
,
requires
time and expense
to create support materials
TOWN HALL MEETING
:check: promote
leadership visibility and accessibility
, improve
engagement
, collaboration, culture and values
:red_cross:
complex
to plan and organize,
require
comfort in
public situations
to participate
WORKPLACE COMMUNICATIONS
FEEDBACK
is part of a communication loop that
helps message receivers confirm their understanding
of the message
helps align perceptions and reality.
GIVING FEEDBACK
to be clear
on the session’s purpose,
to have examples
, to
apply emotional intelligence
to the situation
Effective feedback
includes specific examples of actions
that have been observed (statements that have been made, reports that were late or incomplete, nonverbals that send contradictory messages, and so on)
:green_cross: Positive outcomes—the
improvement to performance
:red_cross: negative risks are
unmanaged
: good employees may quit or cease to be productive, lawsuits or grievances with unions may be filed
PROVIDING CORRECTIVE FEEDBACK
when given negative feedback, employees often disregard
xem thường
it and begin shopping the workplace for sources of positive feedback
If employees feel valued, they are more accepting of negative feedback.
if the feedback is framed appropriately, the employee can see how incorporating corrective feedback can benefit not only themselves but also the organization
:check: HR professionals can
employ certain storytelling methods and approaches
to paint a picture for the recipient
to locate the feedback
in a wider context
and
also
reinforce the employee’s value to the organization
SEEKING & RECEIVING
Feedback
It can correct
“blind spots”—misperceptions in how we view others and how we think we are viewed by others.
:check: Recommendation:
Decide
what kind of feedbac
k you need and
then find the person most equipped
to provide it
Focus
on a
few specific issues
the feedback discussion should
closely follow the activity to be discussed
After the discussion,
reflect on what has been said
Offer thanks
Follow up
with the person giving the feedback about your experiences in applying ideas and advice
GROUP DISCUSSION, STAFF MEETINGS,
and COMMUNICATION PLAN
FACILITATING GROUP DISCUSSION
Purpose
:to elicit information.
The
facilitator
:
encourage full discussion
of the topic
and participation
by the entire group.
be
good observers
of nonverbal messages and of group dynamics
:check:
Effective facilitators: are excellent listeners
. They can interpret and confirm what the group is saying and use this content to drive the conversation further
LEADING MORE EFFECTIVE STAFF MEETING
Focuses
on conveying new information, receiving updates, and coordinating activities
Periodically
, have a “meeting on meetings” to discuss whether the current approach is achieving the team’s goals.
CREATING COMMUNICATION PLAN
ensure
that employees and others
understand the appropriate and expected
methods and manner of communication in the organization
:check: Identify
purpose
What is it that you’re trying to communicate? What are your goals?
:check: Identify
stakeholders
.
Who is the
audience
of your communication? What are the communication
requirements
(method, time, frequency, etc.) of each stakeholder? Are there different requirements for internal and external audience members?
:check: Identify communications
methods/channels.
How are you going to communicate your message? What methods and which tools will you use? Will a mixture of formal and informal communications be used? If the necessary resources are not available, plan for how you will acquire them or alternatives that might be available.
TRANSLATING TECHNICAL JARGON
biệt ngữ
one of HR’s responsibilities when planning and managing communication is to
ensure that jargon is appropriately translated for relevant audiences.
process can take place at various stages, depending on the specific jargon
translating technical jargon
can improve feedback
(it’s easier to comment on something you understand),
facilitate group discussions
(it’s easier to participate if you understand the topic under discussion),
and improve staff meetings
(confusion can be avoided and time saved as a result).
ANOMYNOUS COMMUNICATION
can take many forms (c
omplaints, reviews, or employee surveys
organizations
should manage and maintain proper structures and policies
for receiving and addressing such communications.
Employees’ ability to provide anonymous feedback
is an important tool
for breaking down silos, highlighting issues, protecting the workforce, and ensuring that valuable and honest feedback is voiced, received, and acted upon
Not all anonymous communications are negative.
providing employees with an anonymous platform for communicating their opinions, concerns, and suggestions freely can increase retention, encourage engagement, and improve performance
It might also be worth
examining
why there is a need for anonymous communications and feedback (culture & level of trust).
COMMUNICATION BASIC
MODEL
:check:
Effective communicators are
aware of these possibilities and plan ahead
to minimize noise.
COMMUNICATOR-MESSAGE
link
:red_cross:
NOISE =
The communicator can be
ineffective in articulating
diễn đạt
the message
It may be
sent to the wrong person
The
information
may be
wrong or insufficient
or
not
what the
receiver needs
.
The communicator’s attempt
nỗ lực
to appear
để chứng tỏ rằng
confident may be perceived as rudeness
thô lỗ
.
The message may rely on technical, historical, or cultural knowledge the receiver does not have.
MESSAGE - MEDIUM
link
:red_cross:
NOISE =
The message may be
sent at the wrong time or in the wrong manner or form
An e-mail about an event is
delivered too early
and the event is forgotten
A
recipient overloaded with e-mails
does not see a critical one
A proposal with
grammatical or formatting mistakes
damages the credibility of the message and the communicator
Attendees at a virtual meeting
cannot follow a complex presentation.
MEDIUM - RECEIVER
link
:red_cross:
NOISE =
The receiver may
misunderstand the message
Interruptions or physical conditions (for example, noise, discomfort) damage comprehension
Different languages and expressions challenge understanding
The receiver’s expectations differ, and the message becomes confusing or dissatisfying
RECEIVER - COMMUNICATOR
link
:red_cross:
NOISE =
The
feedback loop does not operate well
There is no feedback loop. For example, there is no question-and-answer period after a presentation, or a contact is not included in an e‑mail.
The communicator does not understand or respond to feedback
EFFECTIVE LISTENING TECHNIQUES
ACTIVE LISTENING
is a technique used by communicators who are
fully engaged with their audiences, both physically and cognitively
nhận thức
. Essential principles of active listening include
:check:
Inviting the other person or people into the conversation
gaps to develop
in which the listener can speak.
avoid interrupting or talking over the speaker.
ask question that encourage people to speak
:check:
Focusing on what the other person is saying
thinking about the message being communicated right now, not what you will say as soon as the other person stops talking
showing physical signals of interest in what you are hearing. For example, an active listener maintains soft, attentive eye contact with the speaker
:check:
Processing unspoken or nonverbal messages the other person is sending
The listener’s nonverbals can signal the way the listener is receiving the message—with interest, opposition, or enthusiasm
facial expressions and gestures, and rate or pitch or volume of speech. Nonverbals also include posture
using emotional intelligence—seeing the conversation from the other person’s perspective and imagining how the other person might be responding to what is being said
:check:
Being aware of the nonverbal messages you yourself are sending.
tone of voice and posture can convey your feelings about what you are saying
shape the other person’s reaction to what you are saying by mirroring the other person’s nonverbals
:check: create a physiological connection that can become a cognitive connection
is defined as “the KSAOs needed to
effectively craft and deliver concise and informative
communications, to
listen
to
and address the concerns
of others, and
to transfer and translate information
from one level or unit of the organization to another.”
PROFICIENT INDICATORS
Crafts clear, organized, effective, and error-free messages that are consistent with the organization’s brand
✓ Interprets and understands the context of, motives for, and reasoning in received communications.
✓ Listens actively and empathetically to others' views and concerns.
✓ Presents needed information to stakeholders on a regular basis and refrains from presenting unneeded information
✓ Promptly responds to and addresses stakeholder communications.
✓ Seeks further information to clarify ambiguity.
✓ Uses an understanding of the audience to craft the content of communications and choose the best formal or informal medium.
✓ Welcomes the opportunity to hear competing points of view and does not take criticism personally
