bus137 chapter 12

12-1McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

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Learning Objectives

L01: Advantages of two-way communicationL02: Communication problems to avoidL03: How to become a better “sender” and “receiver”

of information

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Interpersonal CommunicationCommunication

Transmission of information and meaning from one party to another through the of shared symbols

One-Way CommunicationInformation flows in only one direction – from sender

to receiver, no feedback loopTwo-Way Communication

Information flows in two directions - receiver provides feedback, and sender is receptive to feedback

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Interpersonal Communication Pitfalls

Perceptionprocess of receiving and interpreting information

Filteringprocess of withholding, ignoring, or distorting

information

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Verbal BehaviorClear, slow speech

Enunciate each word. Do not use colloquial expressions.

RepetitionRepeat each important idea using different words to

explain the same concept.Simple sentences

Avoid compound, long sentences.Active verbs

Avoid passive verbs.

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Nonverbal BehaviorVisual restatements

Use as many visual restatements as possible, such as pictures, graphs, tables, and slides.

GesturesUse more facial and appropriate hand gestures to emphasize

meaning of words.Demonstrations

Act out as many themes as possible.Pauses

Pause more frequently.SummariesHand out written summaries of your verbal presentation.

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Accurate InformationSilence

Do not jump in to fill the silence. Intelligence

Do not equate poor grammar and mispronunciation with lack of intelligence

DifferencesIf unsure, assume difference, not similarity.

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ComprehensionUnderstanding

Do not just assume that they understand

Checking comprehensionHave colleagues repeat their understanding of

material back to you.

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DesignBreaks

Take more frequent breaks.Small modules

Divide material to be presented into smaller modules.

Longer time frameAllocate more time for each module than you usually

need for presenting same material to native speakers of your language.

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MotivationEncouragement. Verbally and nonverbally

encourage and reinforce speaking by nonnative-language participants.

Drawing out. Explicitly draw out marginal and passive participants.

Reinforcement. Do not embarrass novice speakers.

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Various Channels of CommunicationOral communication

face-to-face & telephone conversations, formal presentations

Written communication email, memos, letters, reports, computer files, & other

written documentsThere are advantages and disadvantages of oral

and written communication

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Electronic Media Advantages

Flexible and efficient channelsReduce time and expensesAbility to work virtuallyAvailability of “richer” media for complex or critical

messages

DisadvantagesDifficulty in solving some complex problemsLess suitable for confidential information, conflict

management, and negotiatingElectronic overload

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Improving Communication SkillsSenders can improve their:

PresentationsWritingWord choiceBody language

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Improving PresentationsSpend adequate time on the content of the

presentation.Clearly understand the objective of the

presentation.Tell the audience the purpose of the presentationProvide meaning, not just data.Practice, practice, practice

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Improving Presentations (cont’d)

Remember that a presentation is more like a conversation than a speech.

Remember the incredible power of eye contact.Allow imperfection.Be prepared to answer tough questions.Provide a crisp wrap-up.

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Improving Writing & Language Skills

Correct spelling, punctuation, & grammar Refer to a dictionary or thesaurus when necessary

Think through message you want to convey Make it clear and logical

Make message organized, readable, and succinct

Put it away and let it simmer Revise 1st draft; delete unnecessary words,

sentences, and paragraphs Use jargon appropriately.

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Improving Nonverbal CommunicationUse time appropriatelyMake your office arrangement conducive to open

communicationRemember your body languageBe aware of the difference in nonverbal signals in

different countries

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Improving Listening Skills Find an area of interest. Judge content, not delivery. Hold your fire. Listen for ideas. Be flexible. Restrict distraction. Exercise your mind. Keep your mind open. Capitalize on thought speed. Work at listening.

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Improving Reading SkillsRead memos and e-mail as soon as possible.Skim most messages, but carefully read important

messagesConsider taking courses to improve your reading

comprehensionRead materials outside of your immediate concern

or area

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Improving Observing & Interpreting SkillsPractice reading the nonverbal cues of your

audienceBecome aware of cultural differences to minimize

misinterpretations

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YOU should be able toL01: Discuss important advantages of two-way

communicationL02: Identify communication problems to avoidL03: Describe when and how to use various

communication channels

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YOU should be able toL04: Summarize ways to become a better “sender”

and “receiver” of informationL05: Explain how to improve downward, upward,

and horizontal communicationL06: Summarize how to work with the company

grapevineL07: Describe the boundaryless organization and its

advantages

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Test Your Knowledge

Read the story on page 268Corporate Accountability International uses several

methods to gets its “Think Outside the Bottle” message across. Identify which methods demonstrate one-way communication (from CAI to the public) and which demonstrate two-way communication (between CAI to the public).

The group uses a variety of communication channels or mechanisms to educate consumers about bottled versus tap water. List as many as you can. Which do you think are most effective, and why?

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Test Your Knowledge

Which of the following might demonstrate top management support and commitment to managing diversity? A) Affirmative action programs to recruit minority members B) Integration of corporate facilities (i.e. disabled access) C) Establishment of support groups D) Linking management compensation to diversity efforts E) Adhering to all civil rights legislation

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Test Your Knowledge

Which of the following is NOT likely to facilitate

effective communication with someone who speaks a

different language?

A) Take frequent breaks

B) use many visual aids

C) Use hand and facial gestures

D) Repeat important ideas in alternative ways

E) Use passive verbs

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Test Your Knowledge

Improving your sender skills includes which of

the following?

A) Making persuasive presentations

B) Writing

C) Language use

D) Sending nonverbal messages

E) All of the above.

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Test Your Knowledge

Coordination, conflict resolution and social

support are all important functions of:

A) vertical communication.

B) horizontal communication.

C) downward communication.

D) upward communication.

E) staff communication.

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Test Your Knowledge

XYZ Corporation is an organization where informationis available as needed, moving quickly and easilyenough so that the organization functions far better asa whole team than as separate parts. XYZ Corporation can bestbe described as which type of organization?

A) Vertical B) Horizontal C) Downward D) Upward E) Boundaryless