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

Communicating for Results, 10th edition Chapter 6 Objectives Identify specific ways technology has changed the way we communicate Define the terms situational anxiety and trait anxiety Describe obstacles to communication Define the term sexual harassment Communicating for Results, 10th edition

Communication Technology 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 Email Social media Twitter.com Instant messaging Smart phone Communicating for Results, 10th edition

Communicating for Results, 10th edition E-mail There are some advantages to using e-mail in an organization Fast retrieval of information Social uses such as hobbies and recreational activities Communicating for Results, 10th edition

Communicating for Results, 10th edition E-mail Social use of e-mail had following advantages: Employees learned to use system more rapidly Social contacts often became valuable in later work tasks Quality of work life improved for some employees Creativity was enhanced Communicating for Results, 10th edition

Communicating for Results, 10th edition E-mail Number of disadvantages to using e-mail: Messages not private and may live as long as “five years in someone’s backup file or memory bank” According to Electronic Communications Privacy Act, legal to view of disclose personal electronic communication if “ready accessible” to public Because e-mail usually brief and informal, senders often do not give them same care they would give to letter or memo “Tone” of an e-mail may cause anger Communicating for Results, 10th edition

Communicating for Results, 10th edition Blogs Use of personal blogs growing rapidly The number of company blogs will continue to grow Allow company to develop relationships with blogosphere E-commerce growing Blogs are better than one-way communication Communicating for Results, 10th edition

Communicating for Results, 10th edition Blogs Be aware of power of technology Blog swarm Don’t think blog goes no further than family and friends Many reported cases of employee firings because of blog content Communicating for Results, 10th edition

Communicating for Results, 10th edition Instant Messages (IM) There are advantages to using instant messages in an organization Increased access to and faster retrieval of information Avoiding playing phone tag Communicating with several people at same time Communicating for Results, 10th edition

Communicating for Results, 10th edition Instant Messages (IM) There are disadvantages of using IM Expectation of instantaneous reply Errors due to casual and short messages Vulnerability to viruses Loss of confidentiality Lack of records kept for later use Communicating for Results, 10th edition

Communicating for Results, 10th edition Facebook and Twitter Being used as communication tools by organizations for marketing and relationship-building Changed the way people search for jobs and send resumes Changed way companies search for potential job applicants Communicating for Results, 10th edition

Communicating for Results, 10th edition Electronic Meetings Electronic meetings are important communication avenues Study of telecommuters found many “felt sense of loss akin to grief at job loss” Not only do telecommuters need information, they also need involvement to feel more a part of company Encourage face-to-face or electronic meetings Communicating for Results, 10th edition

Communicating for Results, 10th edition Electronic Meetings Videoconferencing used by multiple-location companies to communicate with employees Characteristics of videoconferencing when compared with face-to-face meetings: Discussants show less emotion and experience less conflicts Participation is more organized and orderly Decision-making quality is generally equal to face-to-face groups Participation is more equal Discussants find videoconferencing less satisfying Communicating for Results, 10th edition

Communicating for Results, 10th edition Communicator Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Communicator Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Communicator Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Situational Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Situational Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Trait Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Trait Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Trait Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Trait Anxiety 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Vague Instructions 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Vague Instructions 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 Communicating for Results, 10th edition

Jumping to Conclusions 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 Communicating for Results, 10th edition

Jumping to Conclusions 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Bypassing 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Sexual Harassment 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Sexual Harassment 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Sexual Harassment 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 Communicating for Results, 10th edition

Communicating for Results, 10th edition Sexual Harassment 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 Communicating for Results, 10th edition

Sexual Harassment and E-mail E-mail harassment Organizations need to prepare themselves for potential problems by developing strong policies and procedures regarding use of e-mail 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 Communicating for Results, 10th edition

Sexual Harassment – E-mail and Online 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 Communicating for Results, 10th edition