AFL UMPIRE MENTOR PROGRAM MANUAL - AFL Community

Mehrabian’s model has become one of the most widely referenced statistic incommunications. The model is particularly useful in illustrating the importance ofconsidering factors other than words alone when trying to convey (as the speaker)or interpret (as the listener) meaning. Style, expression, tone, facial expression andbody language account for 93 per cent of meaning. Keep this in mind when you arecommunicating with an umpire over the phone or even via email, which we willaddress soon.The understanding of how to convey (when speaking) and interpret (when listening)meaning is essential for effective communication, management and relationships,especially in a mentoring relationship which, by nature, needs to be built on trustand clear, open and effective communication.While Mehrabian’s research was for spoken communications, these statistics alsogive a strong indication to the effectiveness or otherwise of written (memo, email,etc) and telephone communications, which are not nearly so reliable and effectiveas generally believed.Telephone communication can convey words and the way the words are said, butno facial expression, which explains why telephone communications are not suitablefor sensitive or emotional issues or for difficult or detailed discussions.The Mehrabian statistics also suggest that typical video-conferencingcommunications are not nearly as reliable as face-to-face communications,because of the intermittent transfer of images, which is, of course, incapableof conveying accurate non-verbal signals.UMPIRE MENTOR PROGRAM MANUAL 35