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Lesson 3: Communication, Coaching, and Feedback

Activity #3: Principles of Communication

Participant Guide

Instructions: As you watch the short clips in the video played by the instructor, pay special attention to how messages are passed between the sender and receiver. Try to identify what could be causing problems and how to avoid them in your own interactions. Be prepared to participate in a discussion after the video. Learning Points: As illustrated in the videos, sometimes messages are not received as intended. There are a number of potential reasons for this. • Both the sender and receiver have their own expectations, experiences, assumptions, attitudes toward work, and ways of viewing the world. • Messages never transmit 100% as intended. It is best to assume that there is going to be miscommunication. The sender often determines the form of delivery (e-mail, face to face, phone, formal appraisal) as well as the time and the place of the message. • Some things are included in the message but are not always conscious, such as tone, body language, and facial expression. • The purpose of communication should determine the form, and hence, the tone. Communication forms fall into three types: o Directive (to deliver instructions) o Non-directive (to solicit opinions, listen, collaborate, get buy-in)

Performance Management for HR Practitioners

September 2011

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Performance Management for HR Practitioners Participant Guide  

Performance Management for HR Practitioners Participant Guide

Performance Management for HR Practitioners Participant Guide  

Performance Management for HR Practitioners Participant Guide