communication (chap 11) 11619589.pdf

8/11/2019 Communication (Chap 11) 11619589.pdf

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Listen the Unspoken WordsListen the Unspoken Words

By: Amin Rajani


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Listen the UnspokenListen the UnspokenWordsWords


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Who Went WhereWho Went WhereWho Went WhereWho Went Where

Slide 3


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Jones flew with Ansett Airlines.

The Hong Kong flight was onSaturday.

British Airways flew to the US. Brown went on Wednesda .

Smith went to New Zealand.

Qantas flew on Friday

Zoubari went on Tuesday. Singapore Airlines flew to London.

Wong went with United Airlines.

Slide 4

The Australian flight was on Monday.

Ansett Airlines flew on Monday.

Wong flew to Hong Kong.

Zoubari went with British Airways.

Brown went to the UK.


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CommunicationCommunicationCommunicationCommunication

The transference

andunderstanding of

Slide 5

mean ng


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Changes Affecting theChanges Affecting the

WorkplaceWorkplace Hei htened lobalcompetition

Flattened managementhierarchies

Expanded team-basedmanagement

Innovative communication

Slide 6

technologies

New work environments Increasingly diverse

workforce


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Success forSuccess forYOUYOUin the newin the new

global and diverseglobal and diversework lace re uires excellentwork lace re uires excellent

Success forSuccess forYOUYOUin the newin the new

global and diverseglobal and diversework lace re uires excellentwork lace re uires excellentcommunication skills!communication skills!communication skills!communication skills!

Slide 7


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COMMUNICATION MODELCOMMUNICATION MODEL

EVOLVEDEVOLVED

COMMUNICATION MODELCOMMUNICATION MODEL

EVOLVEDEVOLVEDACTION

INTERACTION

Slide 8

TRANSACTION


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The Communication ProcessThe Communication Process

Basic ModelBasic Model

1.Sender

has idea

Slide 10


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1.Sender

has idea

Slide 11


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2.Sender

encodes

idea in

1.Sender

has idea

Slide 12


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2.Sender

encodes

idea in

1.Sender

has idea

Slide 13


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3.Message

travels

over

2.Sender

encodes

idea in

1.Sender

has idea

Slide 14


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2.Sender

encodes

idea in

3.Message

travels

over

1.Sender

has idea

Slide 15


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2.Sender

encodes

idea in

3.Message

travels

over

1.Sender

has idea

4.Receiver

decodes

message

Slide 16


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Expanded ModelExpanded Model


Expanded ModelExpanded Model

Slide 17


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MiscommunicationMiscommunicationMiscommunicationMiscommunicationIn Center Harbor, Maine, local legend

recalls the day when Walter Cronkite.

sailor was amused to see in the

distance a small crowd on shorewaving their arms to greet him. He

could barely make out their excited

Slide 18

shouts: Hello Walter, Hello Walter!


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MiscommunicationMiscommunicationMiscommunicationMiscommunicationAs his boat came closer, the crowd grew

larger, still yelling. Pleased at the,

captain's hat, waved back, even took a

bow. But before reaching dockside,Cronkite's boat abruptly jammed

aground. The crowd stood silent. The

Slide 19

ve eran news anc or su en y rea ze

what they'd been shouting: Low water,low water!


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Analysis of FlawedAnalysis of FlawedCommunication ProcessCommunication Process

Slide 20


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Sender

has

idea

Warn

boater

Slide 21


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Sender

has

idea

Warn

boater

Sender

encodes

message

Low

water!

Slide 22


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Sender

has

idea

Warn

boater

Sender

encodes

message

Low

water!

Channel

carries

message

Message

distorted

Receiver

decodes

message

Hello

Walter!

Slide 24


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Barriers That CausedBarriers That CausedCronkite MiscommunicationCronkite Miscommunication

Barriers That CausedBarriers That CausedCronkite MiscommunicationCronkite Miscommunication

Receiver

Language skills

accus ome oacclaim andappreciative crowds.

Maine accent makes"water" and "Walter"

Slide 25

Listening skills

.

Receiver moreaccustomed tospeaking than tolistening.


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Barriers That CausedBarriers That Caused

Cronkite MiscommunicationCronkite Miscommunication

Barriers That CausedBarriers That Caused

Cronkite MiscommunicationCronkite Miscommunication E o rom ted

interference

receiver tobelieve crowd

was respondingto his celebritystatus.

Slide 26

Physical barriers

,

distance betweensenders andreceivers.

Which of these barriers could be overcome through

improved communication skills?


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OTHER BARRIERSOTHER BARRIERSOTHER BARRIERSOTHER BARRIERS

Filterin

Selective Perception

Information Overload

Being Self-Absorbed Criticizing the Speaker

Slide 27

Communication apprehension

Cultural Barrier High context & low context cultures

Non-verbal words


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Overcoming CommunicationOvercoming Communication

BarriersBarriers Realize that communication is

imperfect.

Adapt the message to the receiver.

Improve your language and

Slide 28

s en ng s s.

Question your preconceptions.

Plan for feedback.


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Organizational CommunicationOrganizational Communication

Functions: internal and external Form: oral and written

Form: channel selection dependent on Message content

Need for immediate response Audience size and distance

Audience reaction

Need to show em ath friendliness formalit

Slide 29

Flow: Formal: down, up, horizontal

Informal: grapevine

C i ti Fl iC i ti Fl i


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Communication FlowingCommunication FlowingThrough Formal ChannelsThrough Formal Channels

Horizontal

Downward pwar

Downward

Management

directives

Horizontal

Task coordination

Information sharing

Upward

Employee feedback

Progress reports

Slide 30

o p ans, po c es

Company goals

Mission statements

Problem solving

Conflict resolution

Reports of customer

interaction, feedbackSuggestions for

improvement

Anonymous hotline


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Forms of Communication FlowingForms of Communication FlowingThrough Formal ChannelsThrough Formal Channels

Oral

WrittenElectronic

Written

Executive memos, letters ElectronicOral

Telephone

Slide 31

Annual report

Company newsletterBulletin board postings

Orientation manual

-ma

Voicemail

Instant Messaging

Intranet

Videoconferencing

Face-to-face conversation

Company meetingsTeam meetings


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Knowledge ManagementKnowledge ManagementKnowledge ManagementKnowledge Management

The rocess of or anizin anddistributing an organizationscollective wisdom so the right

information gets to the right people athe right time

KM be ins b identif in what

Slide 32

matters to the organization


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Interpersonal CommunicationInterpersonal CommunicationInterpersonal CommunicationInterpersonal Communication Oral Communication

Advantages: Speed and feedback.

.

Written Communication

Advantages: Tangible and verifiable.

Disadvantages: Time consuming and lacks feedback.

Nonverbal Communication

Advanta es: Su orts other communications and

Slide 33

provides observable expression of emotions and

feelings. Disadvantage: Misperception of body language or

gestures can influence receivers interpretation of

message.


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GrapevineGrapevineGrapevineGrapevine

Grapevine Characteristics Informal, not controlled by management.

Perceived by most employees as being more

believable and reliable than formal

communications. Largely used to serve the self-interests of those

who use it.

Slide 34

esu s rom:

Desire for information about importantsituations

Ambiguous conditions

Conditions that cause anxiety


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Politically CorrectPolitically CorrectCommunicationCommunication

Politically CorrectPolitically CorrectCommunicationCommunication

Certain words stereotype, intimidate, and insultindividuals.

In an increasingly diverse workforce, we must be

sensitive to how words might offend others.

Removed: handicapped, blind, and elderly Replaced with:physically challenged, visually

impaired, and senior.

Slide 35

harder to communicate accurately.

Removed: garbage, quotas, and women.

Replaced with terms:postconsumer waste materials,

educational equity, andpeople of gender.


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Communicating in Teams

By:

Amin Rajani

TEAMWORKTEAMWORKTEAMWORKTEAMWORK


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TEAMWORKTEAMWORKTEAMWORKTEAMWORK

TOGETHER WE MAKE A

Slide 37


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LearningLearning

ObjectivesObjectives

LearningLearning

ObjectivesObjectives Discuss importance of communicatingin team oriented workplace

Identify Characteristics of successful

teams List techniques for Team-based written

and oral resentations

Slide 39

How to become effective listener

learn importance of nonverbalcommunication


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Communicatin in TeamCommunicatin in Team


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effective only wheneffective only wheneveryone learns toeveryone learns toeffective only wheneffective only wheneveryone learns toeveryone learns to

Slide 41

....


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Communication MethodsCommunication MethodsCommunication MethodsCommunication Methods

Casual Conversation

Traditional method Electronic means

Slide 42

-


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GROUPGROUPGROUPGROUP

individuals, interacting

and interdependent,who have come

to ether to achieve

Slide 43

particular objectives.


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TeamTeamTeamTeam

individual efforts

result in aperformance that is

reater than sum of

Slide 44

individual inputs.

Stages of TeamStages of TeamStages of TeamStages of Team


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2. Storming

Stages of TeamStages of TeamDevelopmentDevelopment

Stages of TeamStages of TeamDevelopmentDevelopment

1. Forming

3. Norming 4. Performing 5. Adjourning

Slide 45

S f T D l


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Stages of Team Development

Slide 46


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FormingFormingFormingForming

Feelings of... Excitement

Suspicion

Optimism

Slide 47

ear

Anxiety Anticipation


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StormingStormingStormingStorming

es s ance

Uncertainty

Impatience

Slide 48

Discomfort


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NormingNormingNormingNorming

a e y ansecurity

Acceptance

Slide 49

Focus on theprocess


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AdjourningAdjourningAdjourningAdjourning

Completion and letdown

Excitement and regret

Slide 51


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How does the conflictHow does the conflictbegins?begins?

How does the conflictHow does the conflictbegins?begins?

Conversion of

different opinioninto acute condition

Slide 52

.


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Interpersonal conflictInterpersonal conflictInterpersonal conflictInterpersonal conflict

Conflict occur betweenpeople. (e.g)

Disagreement between twoor more people

Conflict between husband

Slide 55

and wife

Family conflicts


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Conflict IndicatorsConflict IndicatorsConflict IndicatorsConflict Indicators

communication

Increase in rumors Avoidance of normal

Slide 58

Body languages

Misunderstanding


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GroupthinkGroupthinkGroupthinkGroupthink

agree without

examine alternativesor considering

contin enc lans.

Slide 59

Ch t i ti f f lCh t i ti f f lCh t i ti f f lCh t i ti f f l


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Characteristics of successfulCharacteristics of successfulTeamTeam

Characteristics of successfulCharacteristics of successfulTeamTeam

Small size, Diverse Makeup

Agreement on purpose

Agreement on procedure

Ability to confront conflict

Use of good communication

Slide 60

techniques

Ability to collaborate rather thancompete

Shared leadership.


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Strategies for reaching GroupStrategies for reaching GroupDecisionDecision

Strategies for reaching GroupStrategies for reaching GroupDecisionDecision

Consensus

Minority Averaging

Slide 61

Authority Rule with

Discussion


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ConclusionConclusionConclusionConclusion

Team should s end as muchtime together as possible withinworking hours.

People need to be comfortableto work well together.

Slide 62

needs to be wiped out.

Insecurity is the enemy of teamexcellence and goodmanagement.


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Listening and NonverbalListening and NonverbalCommunicationCommunication


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ListeningListening

Slide 64


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Slide 65


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What is Listening?What is Listening?What is Listening?What is Listening?

,

of receiving, constructing

meaning from, and responding to

spoken and/or nonverbalmessages; to hear something with

Slide 66

Effective communication is 2-way depends on speaking and listening


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Fast FactsFast FactsFast FactsFast Facts

We listen at 125-250 wpm, think at1000-3000 wpm

75% of the time we are distracted,

preoccupied or forgetful 20% of the time, we remember

what we hear

Slide 67

More than 35% of businesses

think listening is a top skill forsuccess

Less than 2% of people have hadformal education with listening

Wh ki d f liWh ki d f liWh ki d f liWh ki d f li


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What kind of listener areWhat kind of listener areyou?you?

What kind of listener areWhat kind of listener areyou?you?

Do you zone out?

Do you remember whatssaid?

Slide 68

Can you identify the

important points?

Is all you hear blah blah

blah?

The ListeningThe Listening


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The ListeningThe ListeningProcessProcess

Slide 69


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The Listening ProcessThe Listening Process

Perception

Slide 70


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The Listening ProcessThe Listening Process

PerceptionTune In

Reduced by:

1. Impaired

Hearing

2. oisy

when we

1.are interested

in the topic

2. are in moodto listen

3. sense that

Slide 71

surroundin

g3. Inattention

4. pseudoliste

ning

message s

important


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The ListeningThe Listening


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The ListeningThe ListeningProcessProcess

Perception

Evaluation

Interpretation

Slide 73


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Listening ProcessListening ProcessListening ProcessListening Process


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Listening ProcessListening ProcessBarriersBarriers


Mental Barriers Inattention

Prejudgment

Frame of reference

Slide 75

Closed-mindedness

Pseudolistening

Listening ProcessListening ProcessListening ProcessListening Process


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Physical and Other Barriers



Hearing impairment

Noisy surroundings

Speakers appearance

Slide 76

Speakers mannerisms

Lag time


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Slide 77

Stop talking / DontStop talking / DontStop talking / DontStop talking / Dont


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Stop talking / Don tStop talking / Don t

interruptinterrupt

Stop talking / Don tStop talking / Don t

interruptinterrupt od has given usod has given ustwo ears and

one mouth we

can hear twice

Slide 78

can hear twice

as much as we

speak

Control external andControl external andControl external andControl external and


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Control external andControl external andinternal distractionsinternal distractionsControl external andControl external andinternal distractionsinternal distractions

He never

stops

Slide 79

Become activelyBecome activelyBecome activelyBecome actively


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Become activelyBecome activelyinvolvedinvolved

Become activelyBecome activelyinvolvedinvolved

Listen to

A team can

go farwhen

more than

spoken words

Slide 80

everyone

pulls

together.

Separate facts fromSeparate facts fromSeparate facts fromSeparate facts from


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Separate facts fromSeparate facts from

opinionsopinions

Separate facts fromSeparate facts from

opinionsopinionsalways

remain a

fact

(Reality)

Slide 81


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Ask clarifyingAsk clarifyingAsk clarifyingAsk clarifying


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Ask clarifyingAsk clarifying

questionsquestions

Ask clarifyingAsk clarifying

questionsquestionsPlease helme understand

by explaining

more about

Slide 83

Paraphrase toParaphrase toParaphrase toParaphrase to


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Paraphrase toParaphrase to

increase understandingincrease understanding

Paraphrase toParaphrase to

increase understandingincrease understandingIf I maysummarize,

does this

means

Slide 84


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Take notes to ensureTake notes to ensureTake notes to ensureTake notes to ensure


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Take notes to ensureTake notes to ensure

retentionretention

Take notes to ensureTake notes to ensure

retentionretentionhave short

pencil than a

long memory

Slide 86

RE HEARRE HEARRE HEARRE HEAR


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RE HEARRE HEARRE HEARRE HEAR R: Repeat the message you

heard

E: Empathize the sender

H: Help the sender with

question

E: Empty your mind

Slide 87

A: Attend to the speaker

R: Read between the linesDo only one thing at a time;listening is a full-time job.


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Most Irritating ListeningMost Irritating ListeningMost Irritating ListeningMost Irritating Listening


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Most Irritating ListeningMost Irritating ListeningHabitsHabits


6. Showin interest in

something other than what

the speaker is saying.

7. Saying Yes, but . . ., as ifthe listeners mind is made

up.

Slide 89

8. Topping the speakers story

with That reminds me . . .or Thats nothing; let me tell

you about. . . .

Most Irritating ListeningMost Irritating ListeningMost Irritating ListeningMost Irritating Listening


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.

talked about previously.

10. Asking too many

questions about details.

Slide 90

Based on International Listening Association , January 2001.


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Nonverbal CommunicationNonverbal Communication


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Non r a ommun cat onNon r a ommun cat on

Slide 93

all unwritten and unspokenmessages, both intentional and

unintentional.

Why do we studyWhy do we studyWhy do we studyWhy do we study


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Why o w stu yWhy o w stu ynonverbal communication?nonverbal communication?

Why o w stu yWhy o w stu ynonverbal communication?nonverbal communication?

onver a messages

communicate emotions

Nonverbal communication is

Slide 94

s rong y re a e o ver a

communication

[ http://www.soapboxorations.com/donnellking/nvcom.htm]

Forms of NonverbalForms of NonverbalForms of NonverbalForms of Nonverbal


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Forms of NonverbalForms of NonverbalCommunicationCommunication


intonations

Eye contact

Facial expression

Posture and

Slide 95

gestures

Appearance of

people


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Eye contactEye contactEye contactEye contact

Slide 97

Facial expressionsFacial expressionsFacial expressionsFacial expressions


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Facial expressionsFacial expressionsFacial expressionsFacial expressions

Slide 98


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Posture and gesturesPosture and gesturesPosture and gesturesPosture and gestures

Slide 99

Hand Gestures Mean DifferentHand Gestures Mean DifferentHand Gestures Mean DifferentHand Gestures Mean Different


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Things in Different CountriesThings in Different CountriesThings in Different CountriesThings in Different Countries

Slide 100

E X H I B I T 119

Hand Gestures Mean DifferentHand Gestures Mean DifferentThings in Different CountriesThings in Different CountriesHand Gestures Mean DifferentHand Gestures Mean DifferentThings in Different CountriesThings in Different Countries


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Things in Different CountriesThings in Different Countries(contd)(contd)

Things in Different CountriesThings in Different Countries(contd)(contd)

Slide 101

E X H I B I T 119 (contd)

Communication Barriers andCommunication Barriers andCommunication Barriers andCommunication Barriers and


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Communication Barriers andCommunication Barriers andCultural ContextCultural Context

Communication Barriers andCommunication Barriers andCultural ContextCultural Context

-

Cultures that rely heavily on nonverbal andsubtle situational cues to communication.

Low-Context Cultures

Slide 102

Cultures that rely heavily on words to convey

meaning in communication.


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HighHigh--HighHigh--vs.vs.

LowLow--ContextContext

vs.vs.

LowLow--ContextContext

Slide 103

E X H I B I T 1110

f lf lf lf l


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Appearance of peopleAppearance of peopleAppearance of peopleAppearance of people

Slide 104

Forms of NonverbalForms of NonverbalForms of NonverbalForms of Nonverbal


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Time

Space

Territory Appearance of documents

Slide 105

(Silent messages)

How can these nonverbal forms be used to sendpositive messages?


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SSSS


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SpaceSpaceSpaceSpace

Slide 107

T itT itT itT it


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TerritoryTerritoryTerritoryTerritory Intimate

Touching

6-18

Personal Close -1 to 2

Close 4-7 feet

Far - 7-12 feet

Public

Close - 12-25 feet

Slide 108

Far - 2 to 4 feet

Far - 25 feet or

greater

A f d tA f d tA f d tA f d t


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Appearance of documentsAppearance of documentsAppearance of documentsAppearance of documents

Slide 109

Different Cultures ...Different Cultures ...Different Cultures ...Different Cultures ...


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What is

your

space?

invasion of your space

Feel troubled

Get defensive

Slide 110

Become aggressive

Retaliate

Do you know what you areDo you know what you areDo you know what you areDo you know what you are


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saying?saying?saying?saying?

Slide 111


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ATTITUDEATTITUDEATTITUDEATTITUDE


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e w o e eam

benefits whenever one brin s a

Slide 113

positive attitude tothe table.


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