Overcoming Obstacles to Communication in the Electronic Age Chapter 6 Communicating for Results, 10th edition

Technology is changing so rapidly it is easy to feel overwhelmed –Internet is catalyst for most of these changes It is how and when people now use the Internet –Blogs – –Social media –Twitter.com –Instant messaging –Smart phone Communication Technology Communicating for Results, 10th edition

Can be an obstacle to effective communication in work environment –Technology age playing conflicting role in communication anxiety When online people feel less anxiety about sharing personal information So much online communicating is giving people less practice communicating face-to- face Communicator Anxiety Communicating for Results, 10th edition

The higher a supervisor’s anxiety, the less potentially important information employees receive People who experience high level of communication anxiety are at a disadvantage when compared with more talkative, outgoing employees Hearing-impaired people experience communication anxiety Not all cultures express same levels of communicator anxiety Communicator Anxiety Communicating for Results, 10th edition

There are two types of communication anxiety –Situational anxiety/state anxiety Caused by factors in specific situation –Trait anxiety Internal anxiety individual brings to speaking situation Communicator Anxiety Communicating for Results, 10th edition

Feeling nervous prior to new communication situation is normal –Our body’s nervous system prepares us for action with shot of adrenaline We should be grateful for this boost from our nervous system –People who view increase as normal excitement necessary for dynamic job of communicating find their anxiety becomes manageable –Poor communicators who view physical reactions with fear often find anxiety becomes worse Situational Anxiety Communicating for Results, 10th edition

The following advice will help you stay in control during situational anxiety: –Prepare and practice –Warm up –Use deep breathing –Use an introduction that will relax you –Concentrate on communicating your meaning –Use visual aids Situational Anxiety Communicating for Results, 10th edition

Fewer people experience trait anxiety, known as communication apprehension –Trait anxiety is both learned and inborn If anxiety is learned, may: –Feel that you are different from and less effective than most other speakers –Have history of negative speaking experiences –Consider yourself inferior to others Trait Anxiety Communicating for Results, 10th edition

Trait anxiety may be inborn trait for some people –Communibiology Some feel biology is only one of several factors causing anxiety and anxious individuals can learn to control their anxiety Trait Anxiety Communicating for Results, 10th edition

There are many techniques used to manage trait anxiety –Most of them require professional assistance Positive imagery –Visualization »To become confident speakers, we must think of ourselves as confident Courses or workshops Relaxation with deep breathing Cognitive restructuring self-talk Skills training Trait Anxiety Communicating for Results, 10th edition

The widest possible combination of methods is often most effective in reducing communication apprehension –When using positive imagery also add at least one of other methods for reducing anxiety Trait Anxiety Communicating for Results, 10th edition

Giving and receiving instructions is weakness in many organizations –With so many different technologies to use, communicating skill in giving instructions even more important –Many of us give vague instructions, easily misunderstood due to lack of preparation –In some cases, we give confusing instructions even when we prepare instructions ahead of time Vague Instructions Communicating for Results, 10th edition

Principles for giving instructions: –Rule 1: Begin with an overall picture –Rule 2: Use a minimum number of words –Rule 3: Use simple, easily understood words –Rule 4: Be specific –Rule 5: Use simple comparisons –Rule 6: Use repetition –Rule 7: Number or “signpost” objects or steps –Rule 8: Use good delivery techniques –Rule 9: End with a summary Vague Instructions Communicating for Results, 10th edition

When we fail to distinguish between what we observed firsthand and what we only inferred or assumed, inference-observation confusion has occurred –With short messages sent by text messaging and social media, jumping to conclusions happens fairly often Jumping to Conclusions Communicating for Results, 10th edition

We all make assumptions –It is possible your job requires you to make a certain number of inferences or assumptions In such cases, you are aware that you are making an inference –Problems more likely to arise when people are unaware they have made any inferences Communication breakdown is likely to occur Jumping to Conclusions Communicating for Results, 10th edition

Bypassing happens when we assume a word has same meaning for other people that it does for us –Managers and employees often have different meanings for same words –Cultural differences also cause bypassing problems –Another way bypassing happens is when people have different words for same meaning To prevent bypassing, managers and employees should ask for feedback from one another to determine what each really means Bypassing Communicating for Results, 10th edition

Sexual Harassment Defined Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when this conduct explicitly or implicitly affects an individual’s employment, unreasonably interferes with an individual’s work performance, or creates an intimidating, hostile, or offensive work environment. (U.S. EEOC, 2009) 17Copyright Cengage © 2011

In technology age, sexual harassment has moved online as well Definition of sexual harassment includes two basic concepts: –Quid pro quo Something for something –Hostile work environment Sexual Harassment Communicating for Results, 10th edition

Since Civil Rights Act of 1964, has been unlawful in United States to discriminate in hiring on basis of sex In 1980, sexual harassment became violation of Title VII of Civil Rights Act In 1991, an amendment to Title VII entitled employees to monetary damages In 1998, U.S. Supreme Court ruled same-sex harassment also governed by Title VII In 2000, educational institutions became liable for sexual harassment of students Sexual Harassment Communicating for Results, 10th edition

Sexual harassment can occur in many circumstances: –Victim, as well as harasser may be a man or a woman –The harasser can be victim’s supervisor, an agent of employer, a supervisor in another area, a coworker, or a nonemployee –Victim does not have to be the person harassed –Unlawful sexual harassment may occur without economic injury to or discharge of victim Sexual Harassment Communicating for Results, 10th edition

Harassment judged by its effects on recipient, not by intentions of harasser –Courts use reasonable person rule There has been a gender problem in applying this rule to sexual harassment Sexual Harassment Communicating for Results, 10th edition

harassment –Organizations need to prepare themselves for potential problems by developing strong policies and procedures regarding use of and the Internet, as well as dealing with sexual harassment It is responsibility of employer to provide safe workplace, free of sexual harassment –Having procedures in place isn’t always enough Sexual Harassment and Communicating for Results, 10th edition

If you become aware of sexual harassment or you believe you are a victim: –Review organization’s policies on harassment –Project a friendly but professional image of a person who won’t put up with harassment –Confront your harasser in an assertive manner –Document incidents of harassment –Report the incident to an immediate supervisor or human resources department –Weigh consequences of further action Sexual Harassment – and Online Communicating for Results, 10th edition