One highly connected individual shares information w/ many other managers and workers
Numerous people simply tell a few of their friends
2 kinds of nonverbal communication
Kinesics and paralanguage
Strategies to help being a better active listener:
1. Clarify responses 2. Paraphrase or Summarize 3.
Understanding the speaker's perspective and personal frame or reference and giving feedback that conveys that understanding to the speaker.
3 steps to empathetic listening
1. Wait 10 seconds before you respond 2. Be sure you understand what the speaker wants 3. Respond with feelings first then with facts
Types of constructive feedback
1. Immediate 2. Specific 3. Problem-Oriented
Collaborative Discussion Sites
Use web or software based discussion tools to allow employees across the company to easily ask questions and share knowledge w/ each other.
Steps to establish successful collaborative discussion sites:
1. Pinpoint your company's top intellectual assets through a knowledge audit 2. Create an online directory detailing the expertise of individual workers and make it available to all employees 3. Set up discussion groups on the intranet 4. Reward information sharing