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Communication

OS 386October 24, 2002

Fisher

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Agenda In-class writing Discuss communication

methods and barriers Exercise – what is the right

communication method? Review examples of org

communications

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In-class writing question In your opinion, has

technology improved communication? Why or why not?

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Communication methods Verbal

Oral Written

Electronic Email Instant messaging Discussion boards, chat rooms

Non-verbal

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Active Listening More than just hearing Actions on part of listener to

facilitate communication Receiving message Evaluating information Responding

Showing interest Checking for understanding

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Communication Barriers Perceptual errors Filtering Use of language

Jargon Ambiguity Slang

Information overload

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Information Overload One effect of electronic

communication Receiving more information

than you can possibly process One effect – people ignore

messages If the message is never

processed, communication has not occurred

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Electronic Communication Benefits? Drawbacks? Corporate monitoring of electronic

communication

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Non-verbal communication Gestures, facial expressions,

tone of voice carry meaning More automatic, subconscious

than verbal communication Can be misinterpreted

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Interpersonal Communication Styles

Three key styles Assertive: expressive, self-enhancing Aggressive: expressive and self-

enhancing; takes advantage of others Non-assertive: timid, self-denying;

gives the other person an advantage Assertive style tends to be most

effective

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Assertive Communication Style Non-verbal patterns

Good eye contact Strong, steady voice

Verbal patterns Direct language Limiting evaluative statements Use of “I” statements

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Which communication method is best? Offer different attributes

Media richness Symbolic meaning of media Sensitivity of message

Select method most appropriate for the message and audience

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How would you communicate: Applying for a job Setting up a group meeting time Firing a person Announcing change in class

schedule Asking someone out (on a date) How to tie your shoes

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How do organizations communicate? Formal communications to

employees Newsletters, websites Employee surveys Training Meetings

Informal communications among employees Grapevine, water cooler

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Employee Surveys Actually a two-way communication

mechanism What do these survey items

communicate? I can keep up with and learn new

technologies that apply to my work. I have the opportunity to participate in

my performance evaluation. I have observed sexual harassment in

my work unit in the past year.

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Training Mandated training programs

Sexual harassment Time management

Availability of other types of programs Supervisory skills Computer skills

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Meetings Large group meetings (“all-

hands”) Announce events Sometimes held at regular intervals

Usually allow two-way communication

Opportunity to celebrate successes, deliver group rewards

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Informal Communications Grapevine - informal network

based on social relationships

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How good is the grapevine? Can transmit information rapidly

Traditionally relies on social connections

Internet has increased speed and volume of information dissemination

Not always correct Based on perceptions

Helps people deal with uncertainty and anxiety

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Key learning points Communication methods and

styles must be matched to the situation Many factors to consider

Non-verbal communication plays a big role

Technology has affected how we communicate

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For next class Change in schedule!

Next class: Team Decision Making Read Ch. 10, pp. 304-312 Focus on techniques for team decision

making Will use LDL rooms for DM exercise

Reminder: the individual paper is due in one week