Communication Gaps and How to Close Them
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Communication Gaps and How to Close Them: (Dorset House eBooks)

Communication Gaps and How to Close Them: (Dorset House eBooks)


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About the Book

This is the digital version of the printed book (Copyright © 2002).   The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you–or that you completely received someone’s message?   Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least).   Thankfully, Naomi Karten–author of Managing Expectations–is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers.   Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems–as well as methods for preventing them in the first place.   Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example,  mistaken assumptions of understanding lack of follow-up unfixed project terminology emotional baggage personality conflicts mismatched communication preferences  Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life.   Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.  

Table of Contents:
Chapter 1: Mind the Gap 3 The Ability to Communicate 6 Why Communication Gaps Are Prevalent 7 Closing the Gaps 9 Key Recommendations 14 Gaps Galore 16   Section 1: Gaps in Everyday Interactions 17   Chapter 2: Getting Through: Responsibilities of the Sender 20 Unnoticed Messages 22 Misstated Messages 26 Missed Messages 28 Cluttered Messages 31 Hidden Messages 35 Off-putting Messages 37 One-Sided Messages 40 Unexplained Messages 41 Conflicting Messages 43 Befuddling Messages 44 Informing and Involving 46   Chapter 3: Misinterpretations: How Messages Cause Confusion 49 Two People Separated by a Common Language 50 Terminology Disconnects 53 Clarify, Clarify, Clarify 68   Chapter 4: Untangling Tangled Interactions: Reaction of the Recipient 73 Let Me Count the Ways 75 Ingredients of an Interaction 76 Intake: Candid Camera, with a Twist 82 Interpretation: Multiple Modified Meanings 85 Feelings: What Happens on the Inside 87 How to Put the Model to Use 92 A Few More Guidelines and Some Words of Caution 100   Section 2: Gaps in Building Relationships 103   Chapter 5: Building a Strong Foundation 106 Working Together, Together 107 Foundation-Building Takes Time and Effort 108 Build the Foundation While Building the House 110   Chapter 6: Appreciating and Benefiting from Communication Differences 135 A Framework for Discussing Communication Preferences 136 Where You Get Your Energy: Extraversion (E) versus Introversion (I) 138 How You Take In Information: Sensing (S) versus Intuition (N) 144 How You Make Decisions: Thinking (T) versus Feeling (F) 150 How You Relate to the World: Judging (J) versus Perceiving (P) 154 It Takes All Kinds 159   Chapter 7: Understanding the Other Party’s Perspective 160 On Using a Perspectoscope 162 Start by Scrapping Your Labels 163 Ponder Factors that Influence Other People’s Behavior 167 A Technique for Considering the Possibilities 167 Observe Possibilities from Different Perspectives 172 Become Truly Empathetic 174 Consider Their Case in Making Yours 177 Try Something Different 190   Chapter 8: The Care and Feeding of Relationships 191 Give Thanks 192 Conduct a Temperature Reading 197 Give Personalized Attention 201 Stay Connected 206 Create Communication Metrics 208 Create Relationship-Tending Roles 211   Section 3: Service Gaps 219   Chapter 9: The Communication of Caring 222 Contributors to Customer Satisfaction 223 Universal Grievances 229 Claims of Caring 246   Chapter 10: Gathering Customer Feedback 250 Three Feedback-Gathering Flaws 252 Asking the Right Questions and Asking the Questions Right 258 When and How to Gather Feedback 268 Act on the Feedback Gathered 272 Perceptual Lags 274   Chapter 11: Service Level Agreements: A Powerful Communication Tool 277 Why an SLA Succeeds or Fails 278 Adapting the Tool 297   Section 4: Change Gaps 299   Chapter 12: The Experience of Change 302 Failure to Communicate 303 The Stages of Response to Change 307 Change Models 309 The Satir Change Model 310 Meta-Change 320 Chaos as Status Quo 322   Chapter 13: Changing How You Communicate During Change 323 Respect the Matter of Timing 324 Expect Individual Differences in Response to Change 325 Allow Time for Adjustment 328 Treat the Old Status Quo with Respect 330 Allow People to Vent 332 Listen Proactively 334 Provide Information and More Information 335 Say Something Even When You Have Nothing to Say 337 Empathize, Empathize, Empathize 338 Choose Your Words Carefully 341 Dare to Show People You Care 343 Involve People in Implementing the Change 344 Educate People About the Experience of Change 345 Deal with It! 345   Chapter 14: On Becoming a Gapologist 347 Afterword 350   Bibliography 351 Index 357

About the Author :
Naomi Karten is president of Karten Associates, based in Randolph, Massachusetts. Before forming her business in 1984, Naomi gained extensive experience in technical, customer support, and management positions. She has presented seminars and keynotes to more than 100,000 people internationally to help them deliver superior service, improve communication, strengthen teamwork, and build strong, trusting relationships. For eight years, she was also an instructor for the Weinberg and Weinberg workshop Problem Solving Leadership (PSL). Naomi is the author of several books and eBooks, including Managing Expectations and Presentation Skills for Technical Professionals. Readers have described her newsletter, Perceptions & Realities (posted at www.nkarten.com/newslet.html), as lively, informative, and a breath of fresh air.


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Product Details
  • ISBN-13: 9780133488692
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Addison Wesley
  • Language: English
  • Series Title: Dorset House eBooks
  • ISBN-10: 0133488691
  • Publisher Date: 12 Jul 2013
  • Binding: Digital download
  • No of Pages: 377
  • Weight: 1 gr


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