1 understanding interpersonal and organizational communication
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Understanding Interpersonal Understanding Interpersonal and Organizational and Organizational CommunicationCommunication
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Organizational Organizational CommunicationCommunicationUpward CommunicationUpward Communication
• Serial communicationSerial communication– MUM effectMUM effect– open-door policyopen-door policy
• Attitude surveyAttitude survey
• Suggestion boxSuggestion box
• LiaisonLiaison
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Organizational Organizational CommunicationCommunicationDownward CommunicationDownward Communication• MeetingsMeetings
• MemoMemo
• Phone callPhone call
• E-mailE-mail
• Bulletin boardBulletin board
• Employee handbookEmployee handbook
• IntranetIntranet
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Organizational Organizational CommunicationCommunicationHorizontal CommunicationHorizontal Communication
• GrapevineGrapevine– single-strand patternsingle-strand pattern– gossip patterngossip pattern– probability patternprobability pattern– cluster patterncluster pattern
• RumorRumor
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Problem Area IProblem Area IIntended Message Versus Intended Message Versus Message SentMessage Sent
• Think about what you Think about what you want to communicatewant to communicate
• Practice what you Practice what you want to communicatewant to communicate
• Learn better Learn better communication skillscommunication skills
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Problem Area IIProblem Area IIMessage Sent Versus Message Sent Versus Message ReceivedMessage Received
• Actual words usedActual words used
• Communication Communication channelchannel
• NoiseNoise
• Nonverbal cuesNonverbal cues
• ParalanguageParalanguage
• ArtifactsArtifacts
• Amount of informationAmount of information
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Actual Words UsedActual Words Used
• The word “fine”The word “fine”– to describe jewelryto describe jewelry– to describe the to describe the
weatherweather– to describe food or sexto describe food or sex
• The applicant was aThe applicant was a::– femalefemale– girlgirl– babebabe– womanwoman
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Use concrete words and ask how Use concrete words and ask how the other person might interpret the other person might interpret your messageyour message
• Avoid such words as:Avoid such words as:– as soon as possibleas soon as possible– I’ll be back soonI’ll be back soon– I’ll be out for a whileI’ll be out for a while
• Why not be specific?Why not be specific?– Avoid confrontationAvoid confrontation– ““test the water”test the water”– Avoid being the bad Avoid being the bad
guy (MUM effect)guy (MUM effect)
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Gender Differences in Gender Differences in CommunicationCommunication(Tannen, 1986 & 1990)(Tannen, 1986 & 1990)• MenMen
– Talk about major eventsTalk about major events– Tell the main pointTell the main point– Are more directAre more direct– Use “uh-huh” to agreeUse “uh-huh” to agree– Are comfortable with Are comfortable with
silencesilence– Concentrate on the Concentrate on the
words spokenwords spoken– Sidetrack unpleasant Sidetrack unpleasant
topicstopics
• WomenWomen– Talk about daily lifeTalk about daily life– Provide detailsProvide details– Are more indirectAre more indirect– Use “uh-huh” to listenUse “uh-huh” to listen– Are less comfortable Are less comfortable
with silencewith silence– Concentrate on Concentrate on
nonverbal cues and nonverbal cues and paralanguageparalanguage
– Focus on unpleasant Focus on unpleasant topicstopics
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Communication ChannelsCommunication Channels
• OralOral– in-personin-person– word-of-mouthword-of-mouth– answering machineanswering machine
• NonverbalNonverbal
• WrittenWritten– personal personal
letter/memoletter/memo– general letter/memogeneral letter/memo– e-maile-mail
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NoiseNoise
• Actual noiseActual noise
• Appropriateness of the Appropriateness of the channelchannel
• BiasBias
• Feelings about the person Feelings about the person communicatingcommunicating
• MoodMood
• Perceived motivesPerceived motives
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Nonverbal CuesNonverbal Cues
• Are ambiguousAre ambiguous
• Those that aren’t, are Those that aren’t, are called emblemscalled emblems
• Gender and cultural Gender and cultural differences are differences are commoncommon
• Nonverbal cues are Nonverbal cues are thought to be 80% of thought to be 80% of the message receivedthe message received
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Nonverbal Cues IncludeNonverbal Cues Include
• Eye contactEye contact
• ExpressionsExpressions
• Micro-expressionsMicro-expressions
• PosturePosture
• Arm and leg useArm and leg use
• MotionMotion
• TouchingTouching
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Use of SpaceUse of Space• Intimacy zoneIntimacy zone
– 0 to 18 inches0 to 18 inches– close relationshipsclose relationships
• Personal distance zonePersonal distance zone– 18 inches to 4 feet18 inches to 4 feet– friends and acquaintancesfriends and acquaintances
• Social distance zoneSocial distance zone– 4 to 12 feet4 to 12 feet– business contacts and business contacts and
strangersstrangers
• Public distance zonePublic distance zone– 12 to 25 feet12 to 25 feet
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Use of TimeUse of Time
• Being lateBeing late
• Leaving a meeting Leaving a meeting earlyearly
• Setting aside time Setting aside time for a meetingfor a meeting
• Multi-tasking Multi-tasking (working while (working while talking)talking)
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Basic Assumptions About Basic Assumptions About Nonverbal Cues & Nonverbal Cues & ParalanguageParalanguage• People are different in People are different in
their use of nonverbal their use of nonverbal cues and paralanguagecues and paralanguage
• Standard differences Standard differences among people reveal among people reveal information about the information about the personperson
• Changes in a person’s Changes in a person’s style reveal new style reveal new messagesmessages
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ParalanguageParalanguage
• Rate of speechRate of speech
• LoudnessLoudness
• IntonationIntonation
• Amount of talkingAmount of talking
• Voice pitchVoice pitch
• PausesPauses
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The Importance of InflectionThe Importance of Inflection
• II did not say Bill stole your car. did not say Bill stole your car.
• I I did notdid not say Bill store your car. say Bill store your car.
• I did not I did not saysay Bill stole your car. Bill stole your car.
• I did not say I did not say BillBill stole your car. stole your car.
• I did not say Bill I did not say Bill stolestole your car. your car.
• I did not say Bill stoleI did not say Bill stole youryour car. car.
• I did not say Bill stole yourI did not say Bill stole your carcar..
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ArtifactsArtifacts
• Our officeOur office– décordécor– desk placementdesk placement
• What we wearWhat we wear– clothingclothing– accessoriesaccessories– hair styleshair styles– tattoostattoos
• The car we driveThe car we drive
• The house we live The house we live inin
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The Amount of The Amount of InformationInformationWhen we have too much When we have too much information, we tend to:information, we tend to:
• AssimilateAssimilate
• SharpenSharpen
• LevelLevel
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The Amount of The Amount of InformationInformationReactions to Information Reactions to Information OverloadOverload• OmissionOmission
• ErrorError
• QueuingQueuing
• EscapeEscape
• Use of a gatekeeperUse of a gatekeeper
• Use of multiple Use of multiple channelschannels
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Problem Area IIIProblem Area IIIMessage Received Versus Message Received Versus Message InterpretedMessage Interpreted
• Listening SkillsListening Skills
• Listening StyleListening Style
• Emotional StateEmotional State
• Cognitive AbilityCognitive Ability
• BiasBias
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The Importance of ListeningThe Importance of Listening
• 70% of a manager’s 70% of a manager’s job is spent job is spent communicatingcommunicating
• Of that timeOf that time– 9% is spent writing9% is spent writing– 16% is spent reading16% is spent reading– 30% is spent speaking30% is spent speaking– 45% is spent listening45% is spent listening
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Listening SkillsListening Skills
• Stop talking and Stop talking and listenlisten
• Show the speaker Show the speaker you want to listenyou want to listen
• Empathize with the Empathize with the speakerspeaker
• Don’t ask excessive Don’t ask excessive questionsquestions
• Remove distractionsRemove distractions
• Keep an open mindKeep an open mind
• Use appropriate Use appropriate nonverbal cuesnonverbal cues
• Let the other person Let the other person finish speakingfinish speaking
• Try to understand what Try to understand what the other person meansthe other person means
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Listening StylesListening Styles(Geier & Downey, 1980)(Geier & Downey, 1980)
• Leisure Leisure
• Inclusive Inclusive
• Stylistic Stylistic
• Technical Technical
• Empathic Empathic
• NonconformingNonconforming
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Other FactorsOther Factors
• Emotional StateEmotional State– AngerAnger– FearFear– AnxietyAnxiety– ExcitementExcitement– LoveLove
• BiasBias
• Cognitive AbilityCognitive Ability
• Drugs and AlcoholDrugs and Alcohol
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Writing is easiest to read Writing is easiest to read when it:when it:
• has short sentenceshas short sentences
• uses simple rather uses simple rather than complicated than complicated wordswords
• uses common uses common rather than unusual rather than unusual wordswords
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