AFL UMPIRE MENTOR PROGRAM MANUAL - AFL Community

Mehrabian’s model has become one of the most widely referenced statistic in
communications. The model is particularly useful in illustrating the importance of
considering factors other than words alone when trying to convey (as the speaker)
or interpret (as the listener) meaning. Style, expression, tone, facial expression and
body language account for 93 per cent of meaning. Keep this in mind when you are
communicating with an umpire over the phone or even via email, which we will
address 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 trust
and clear, open and effective communication.
While Mehrabian’s research was for spoken communications, these statistics also
give a strong indication to the effectiveness or otherwise of written (memo, email,
etc) and telephone communications, which are not nearly so reliable and effective
as generally believed.
Telephone communication can convey words and the way the words are said, but
no facial expression, which explains why telephone communications are not suitable
for sensitive or emotional issues or for diffi cult or detailed discussions.
The Mehrabian statistics also suggest that typical video-conferencing
communications are not nearly as reliable as face-to-face communications,
because of the intermittent transfer of images, which is, of course, incapable
of conveying accurate non-verbal signals.
UMPIRE MENTOR PROGRAM MANUAL 35