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carefuly. External communication channels include PR/press releases, ads,
Web pages, and customer communications such as letters and catalogs.
EXERCISES
1. How could you use your knowledge of communication richness to be

more effective in your own communications?
2. What are the three biggest advantages and disadvantages you see
regarding technology and communications?
3. Explain the difference between internal and external communications
in an organization, giving examples of each.

12.5 Developing Your Personal Communication Skills
LEARNING OBJECTIVES
1. Learn how to improve your own listening habits.
2. Learn how to handle personal communications in a career-friendly
manner.
3. Learn what communication freezers are and how to avoid them.
By being sensitive to the errors outlined in this chapter and adopting active
listening skills, you may increase your communication effectiveness, increasing your
ability to carry out the managerial functions of planning, organizing, leading, and
controlling. The following are additional tools for helping you increase your
communication effectiveness.
Ten Ways to Improve Your Listening Habits
1. Start by stopping. Take a moment to inhale and exhale quietly before
you begin to listen. Your job as a listener is to receive information openly and
accurately.
2. Don’t worry about what you’ll say when the time comes. Silence can be
a beautiful thing.
3. Join the Sender’s team. When she pauses, summarize what you believe
she has said. “What I’m hearing is that we need to focus on marketing as well as
sales. Is that correct?” Be attentive to physical as well as verbal communications.
“I hear you saying that we should focus on marketing. But the way you’re shaking
your head tells me the idea may not really appeal to you—is that right?”
4. Don’t multitask while listening. Listening is a full-time job. It’s tempting
to multitask when you and the Sender are in different places, but doing that is
counterproductive. The human mind can only focus on one thing at a time.
Listening with only half your brain increases the chances that you’ll have
questions later, requiring more of the Speaker’s time. (And when the speaker is in
the same room, multitasking signals a disinterest that is considered rude.)
5. Try to empathize with the Sender’s point of view. You don’t have to
agree; but can you find common ground?
6. Confused? Ask questions. There’s nothing wrong with admitting you
haven’t understood the Sender’s point. You may even help the Sender clarify the
Message.
7. Establish eye contact. Making eye contact with the speaker (if
appropriate for the culture) is important.

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