CHAPTER 4

Getting It!

According to one of my Facebook friends, the greatest problem in communication is that we listen to reply rather than to understand. What is communication and what does it take to ensure flow of information between staff and their leader?

Communication is a process involving a sender, a message, and a receiver. The receiver, upon receiving the message, confirms receipt of the message creating a feedback loop (Figure 4.1).

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Figure 4.1 Feedback Loop

The most important element of feedback involves identifying feelings.

Facts + Feelings = Full Message. You can usually determine the feelings of your receiver by viewing body language, ...

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