Key Concepts in Effective Communication

Active Listening

A communication technique that involves paying full attention to what another person is saying, summarizing or paraphrasing their message, requesting clarification when needed, and using non-verbal cues to show engagement.

Barriers to Effective Communication

Factors that interfere with or distort the message being transferred, such as noise, filtering, selective perception, information overload, emotional disconnect, language differences, and cross-cultural communication.

Benevolence-based Trust

The extent to which we believe someone wants to do good to us, apart from an egocentric motive.

Communication

The process by which information is exchanged between individuals through a common system of symbols, signs, or behavior.

Competence/Ability-based Trust

The extent to which we perceive someone to have the skills or characteristics sufficient to perform well in a specific domain.

Cross-cultural Communication

Communication between people from different cultural backgrounds, which can lead to misunderstandings due to differences in language, customs, and non-verbal cues.

Decode

The process by which a receiver assigns meaning to a message after receiving it.

Emotional Disconnect

A barrier to communication where emotions interfere with the ability to convey or understand a message effectively.

Employee Voice

The communication of ideas, suggestions, concerns, problems, or opinions about work-related issues, with the intent to bring about improvement or change.

Encode

The process by which a sender translates an idea into a medium (e.g., spoken words, written words, or signs) to create a message.

Filtering

A barrier to communication where the sender distorts or withholds information to manage the receiver's reactions.

Givers

Individuals who help others without taking into account personal costs (selfless) or when the benefit to others outweighs personal costs (other-ish).

High Information Richness

Communication channels that convey a high level of information, including non-verbal signals, such as face-to-face conversations, videoconferencing, and telephone conversations.

Information Overload

A barrier to communication where the receiver is overwhelmed by the amount of information received, making it difficult to process and understand the message.

Integrity-based Trust

The extent to which we perceive someone to adhere to a set of principles that the trustor finds acceptable.

Language (Semantics/Jargon)

A barrier to communication where the use of specialized language or unclear terms leads to misunderstandings.

Matchers

Individuals who try to keep an even balance of give and take, giving with the expectation of eventually receiving something in return.

Medium

The channel through which a message is transmitted, such as spoken words, written words, or signs.

Misinterpretation

A common cause of noise in communication where the receiver assigns a different meaning to the message than the sender intended.

Most Respectful Interpretation (MRI)

A strategy to interpret communication in the best, kindest, and most generous way possible, considering alternative meanings and contexts.

Noise

Anything that interferes with or distorts the message being transferred, leading to potential misinterpretation by the receiver.

Non-verbal Signals

Communication through body language, facial expressions, tone of voice, and other non-verbal cues, which can convey emotions and intentions.

Psychological Safety

The belief that it is safe to take risks, express ideas and concerns, speak up with questions, and admit mistakes without fear of negative consequences.

Reciprocity Styles

The ways individuals approach giving and receiving help, including givers, takers, and matchers.

Selective Perception

A barrier to communication where the receiver filters what they see and hear to suit their own needs, leading to potential misinterpretation.

Sender

The individual who initiates the communication process by encoding and sending a message.

Takers

Individuals who help others only when the personal benefit outweighs the personal costs.

Trust

The foundation of cooperation, based on positive expectations and a willingness to be vulnerable or take a risk.

Trust Game

A game used to explore the dynamics of trust and cooperation, often involving repeated interactions and decision-making.

Verbal Communication

Communication through spoken or written words, used to convey facts, emotions, and ideas.

Voice

See Employee Voice.

Written Communication

Communication through written words, used when conveying facts, creating a permanent record, or when there is little time urgency.

Zero-sum Game

A situation in which one person's gain is equivalent to another's loss, often leading to competitive behavior.

Non-Zero-sum Game

A situation in which one person's gain does not necessarily mean another's loss, allowing for cooperative behavior and trust-building.