USD Magazine, Summer 1997

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9 Clarify for Understanding. Don't assume you know what other people mean. Paraphrase what you think they meant to determine if you interpreted their message correctly. 1D Read Nonverbal Messages. Some– times a person's verbal (words) , vocal (tone and intensity) and visual (facial expression and gestures) messages are not congruent. Most of the time a person's nonverbal (vocal and visual) cues will reveal the true meaning being expressed. Editor's Note: For additional information, refer to the book Communicating At Work by Tony Alessandra and Phil Hunsaker (Simon & Schuster, 1993).

2 Eliminate Barriers lo Understanding. Environmental "noise" from ringing telephones, people passing by, inappropriate timing and chaotic surroundings creates dis– tractions that interfere with understanding. Pick the right time and place and use appro– priate language to ensure that communicators are not distracted by other pressures, emo– tional states or signals they don't understand. FDR SENDING MESSAGES 3 Adapl lo Other People's Preferred Communication Styles. Some people like to get to the task at hand quickly while others prefer to socialize. By being empathic, putting yourself in the others' shoes, you can vary the pace and content of your mes– sages to meet their expectations. 4 Ask for Feedback. Sometimes people are afraid to admit they weren't listening or didn't understand. To be sure receivers heard your message the way you intended, ask that they repeat what they think you said. 5 Simplify Your Language. Complex rhetoric and technical jargon confuse individuals who don't use such language. Avoid slang, cliches and company lingo when communicating with people outside your organization. 6 Claim Your Own Message. To avoid making receivers defensive, which cuts off valid communication, don't blame them for your feelings (e.g., "Why are you such a jerk?"). Instead use the formula: "I feel (feeling word, e.g, upset), when you (behavior, e.g., interrupt me), which causes me to (behavioral consequence, e.g., avoid sharing information with you)." FDR RECEMNG MESSAGES 7 Actively Listen. You can't really under– stand others and respond appropriately unless you concentrate on all aspects of their messages to determine what they want and how they feel. Pay close attention to the speakers' words, vocal intonations and body language. Let them know you are lis– tening by appropriate head nods, facial expressions and responses. 8 Ask Ouestions. Don't be afraid to ask questions to clarify confusing statements. The only dumb thing about questions is keeping them to yourself.

TOP l DRULES FDR COMMUNICATING

EFFECTIVELY AT WORK C ommunicating effectively at work requires skills for sending and receiving messages, as well as eliminating distractions from the process. In this edition of the USD Top 10, Phil Hunsaker, professor of management at the School of Business Administration, outlines 10 rules to facilitate successful communication. Hunsaker is a consultant, seminar leader, speaker, author, teacher and researcher in the areas of personal, interpersonal, team and organizational effectiveness. He has authored more than 100 publications, including eight books. Some of his most popular seminars and speeches are on creative problem-solving, stress and time management, conflict resolution, team building and interpersonal communication. Hunsaker has worked with national and international organizations such as the Australian and New Zealand Institutes of Management, Atlantic Ritchfield, Coca– Cola, Mercy Hospital and American Honda. FDR OVERALL COMMUNICATION 1 Choose lhe Appropriate Medium. Speaking face-to-face with others is the most highly utilized communication medium. It provides visual (facial expression and ges– tures), vocal (tone and intensity) and verbal (words) messages. It is crucial for expressing feelings and resolving problems, but is time consuming. Writing (letters, memos, reports) or using electronic channels (e-mail, voice mail, facsimiles or video conferencing) can be more appropriate, especially if many people need to be informed.

E veryone knows the award-winning Colachis Plaza and Shumway Fountain provide a much-needed, restful gathering spot at the center of campus. But only a few folks know about the phenomenon at the west entrance to Colachis Plaza. Stand on the round tile in front of the curved wall at the west end, and speak softly. Your words will come back to you loud and clear. It seems the construction of the curved wall created a miniature amphitheater, enabling soft utterings to be amplified for the speaker and anyone standing close. The wall features tiles that recognize the 95 donors whose gifts ensured the success of the Education for a New Age capital campaign.

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