1. Communication PrinciplesManaging Technical People
The Importance of Interpersonal Communications
Giving and Receiving Feedback
Module 0: Factors Influencing Human Interaction
Module 01: Communication
Module 02: Decision Making
Module 03: Negotiation
Module 04: Conflict Management
Module 05: Relationship Management
Module 06: Leadership
Factors in today’s workplace:
Factors specific to software development:
Varying languages (Technical/Nontechnical)
Differing processes and methodologies
Puts others first
Sends message of inferiority
Soft or apologetic tone of voice
Submissive nonverbal cues
Can lead to disrespect from others
Puts self first
Sends message of superiority
Loud and forceful tone of voice
Confrontational nonverbal cues
May anger coworkers
Stands up for personal opinions while respecting opinions of others
All parties are important and equal
Firm, confident tone of voice
Relaxed nonverbal cues
Projects high self-esteem
What words would you use to describe the three styles?
How might each of these styles be perceived in the workplace?
“There are two ways of exerting one's strength: one is pushing
down, the other is pulling up.”
Booker. T Washington
Educator, Author and Advisor to presidents of the United States
Constructive communication helps build:
Destructive communication creates:
Communication is more than just words
Tone of Voice = 38%
Body Language = 55%
Use words that show you are:
Avoid words that are:
When might you communicate something other than a fact?
Focus on the problem
Take responsibility for statements and actions
Practice active listening
Show respect for other points of view
“What you do speaks so loud I cannot hear what you say…”
Ralph Waldo Emerson
American essayist, lecturer, and poet
Rate of speech
What do you think of someone who talks too fast?
What do you think of someone who speaks too slowly?
What is a high pitch associated with?
What is a high volume (shouting) associated with?
What does it mean when someone says “Watch your tone”?
Personal Space; the Behavioral Basis of Design – Robert Sommer
Do one thing at a time
Concentrate on the job
Take time commitments seriously
Are committed to the job
Strictly adhere to plans
Are accustomed to short-term
Do many things at once
Are highly distractible and subject to
Consider an objective to be achieved,
Are committed to people and human
Change plans often and easily
Base promptness on the relationship
Have strong tendency to build lifetime
Why do we ask questions?
Gain or provide information
Check understanding or interest
Get people to think
Strategies for asking “good” questions:
Ask open-ended questions
Ask follow-up question
Ask what could be done better
Do not ask a question if you already know the answer
True or False?
Effective listening is as important as effective speaking.
Most people are as good at listening as they are at talking.
College students listen to about 50% of what is said and
remember 25% of the content after 2 days.
A conversation between a US Navy ship and Canadian authorities:
(Canadians) Please divert your course 15 degrees to the south to avoid a
(Americans) Recommend you divert your course 15 degrees to the north
to avoid a collision.
(Canadians) Negative! You will have to divert your course 15 degrees to
the south to avoid a collision.
(Americans) This is a captain of a US Navy ship. I say again, divert YOUR
(Canadians) No, I say again, divert YOUR course.
(Americans) This is the aircraft carrier USS Lincoln, the second largest ship
in the United States Fleet. We are accompanied by three destroyers, three
cruisers and numerous support vessels. I DEMAND that you change YOUR
course 15 degrees north. I say again, this is One Five degrees north, or
countermeasures will be taken to ensure the safety of this ship.
(Canadians) This is a lighthouse. Your call.
Important management skill
Managers listen for up to 60% of workday
Benefits of listening:
Learning new things
Developing better understanding
Making better decisions
Barriers to listening:
Lack of interest
Noise or other distractions
Tips for active listening:
Show you are listening
Show you understand
Allow the speaker to finish
When providing feedback:
Balance positive and negative
Be specific and nonjudgmental
Provide suggestions and guidance
When receiving feedback:
Ask for specific feedback
Listen and do not argue
Ask for advice on improvements
Summarize what you heard
Show your appreciation