Comunication w3

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Communication

Communication -the evoking of a shared or commonmeaning in another person

Interpersonal Communication -communicationbetween two or more people in an organization

Communicator -the person originating the message

Receiver -the person receiving a message

Perceptual Screen -a window through which weinteract with people that influences the quality,accuracy, and clarity of the communication
http://www.toastmasters.org/


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Communication

Data -uninterpreted and unanalyzed facts

Information -data that have been interpreted,analyzed, & and have meaning to some user

Richness -the ability of a medium or channel

to elicit or evoke meaning in the receiver


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Basic Interpersonal

Communication Model

Event

XMessage

Context

Affect

Perceptual screensPerceptual screens

Communicator Receiver

Influence message quality, accuracy, clarity

Include age, gender, values, beliefs, culture,

experiences, needs


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Reflective Listening

Reflective Listening -the skill of listening carefully to

another person and repeating back to the speaker the

heard message to correct any inaccuracies ormisunderstandings

This complex

process needs

to be divided to

be understood

What I heard you

say was we will

understand the

process better if we

break it into steps


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Emphasizes receivers role

Helps the receiver & communicator clearly &

fully understand the message sent

Useful in problem solving


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Reflective listening emphasizes

the personal elements of the communication

process the feelings communicated in the message

responding to the communicator, not leading thecommunicator

the role or receiver or audience

understanding people by reducing perceptualdistortions and interpersonal barriers


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Reflective Listening:4 Levels of Verbal Response

Affirm contact

Paraphrase the expressed

Clarify the implicit

Reflect core feelings


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One-way vs. Two-wayCommunications

One-WayCommunication -a

person sends a messageto another person and noquestions, feedback, orinteraction follow

Good for givingsimple directions

Fast but often lessaccurate than 2-way

communication

Two-WayCommunication -the

communicator & receiverinteract

Good for problemsolving


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Five Keys to EffectiveSupervisory Communication

Expressive speaking

Empathetic listening

Persuasive leadership

Sensitivity to feelings

Informative management


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Barriers to Communication

Physical separation

Status differences

Gender differences

Cultural diversity Language

CommunicationBarriers -

factors that block

or significantly

distort successfulcommunication
http://www.uniscape.com/


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Nondefensive Communication

Nondefensive Communication -

communication that is assertive, direct,

& powerfulProvides

basis for defense when attacked

restores order, balance, andeffectiveness


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Two Defensiveness Patterns

Dominant Defensiveness -

characterized by active,

aggressive, attacking behavior

Subordinate Defensiveness -

characterized by passive,

submissive, withdrawing

behavior


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Defensive Tactics

Defensive Tactic Speaker Example

Power Play Boss Finish this report by months

end or lose your promotion.Put-Down Boss A capable manager would

already be done with this report.

Labeling Boss You must be a slow learner.

Your report is still not done?

Raising Doubts Boss How can I trust you, Chris, if

you cant finish an easy report?


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Defensive Tactics

Defensive Tactic Speaker Example

Misleading

Information

Employee Morgan has not gone over with

me the information I need for

the report. [Morgan left Chris

with a copy of the report.]

Scapegoating Employee Morgan did not give me input

until just today.

Hostile Jokes Employee You cant be serious! The

report isnt that important.

Deception Employee I gave it to the secretary. Did

she lose it?


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Nondefensive Communication:A Powerful Tool

Speaker seen as centered, assertive, controlled,informative, realistic, and honest

Speaker exhibits self-control & self possession Listener feels accepted rather than rejected

Catherine Criers rules to nondefensivecommunication

1. Define the situation2. Clarify the persons position

3. Acknowledge the persons feelings

4.

Bring the focus back to the facts


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Nonverbal Communication

Nonverbal Communication -all elements of communication

that do not involve words

Four basic types

Proxemics -an individuals perception & use of space

Kinesics -study of body movements, including posture

Facial & Eye Behavior - movements that add cues for the

receiver Paralanguage -variations in speech, such as pitch,

loudness, tempo, tone, duration, laughing, & crying


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c

c = social 4-12b

b = personal 1.5-4

Proxemics: Territorial Space

Territorial Space -bands of space extending

outward from the body; territorial space differs

from culture to culture

a

a = intimate 12


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Proxemics: Seating Dynamics

Seating Dynamics -seating people in certain

positions according to the persons purpose in

communication

Cooperation

X O

Non-

Communication

O X O

Competition

X

O

X

CommunicationO


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Examples ofDecoding Nonverbal Cues

Boss fails to acknowledge

employees greeting

No eye contact

while

communicatingManager sighs deeply

Boss breathes

heavily &

waves arms

Hesunapproachable!

My opinion

doesnt countI wonder whathes hiding?

Hes angry! Ill

stay out of

his way!

SOURCE: Adapted from Steps to Better Listening by C. Hamilton and B. H. Kleiner. Copyright February 1987. Reprinted with permission, Personnel Journal, all rights reserved.


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New Technologiesfor Communication

Informational databases

Electronic mail systems

Voice mail systems

Fax machine systems

Cellular phone systems
http://www.ibasis.net/


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How Do New TechnologiesAffect Behavior?

Fast, immediate access to information

Immediate access to people in power Instant information exchange across distance

Makes schedules & office hours irrelevant

May equalize group power

May equalize group participation


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Strive formessage

completeness

Tips for Effective Use of NewCommunication Technologies

Build infeedback

opportunities

Providesocial

interactionopportunities

Dontassume

immediateresponse

Is themessage

reallynecessary?

Regularlydisconnect

from thetechnology

Providesocial

interactionopportunities

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