6 Communication Ridel A. 6-Communication Ridel A., NUM 19 July 2018 MOD

Definition The exchange of messages between people for the purpose of achieving common meanings. 6-Communication

Types Verbal: communicated by words Non-verbal: Continuous Multiple-channeled Ambiguous More insight Determining by different culture (Robbins p. 299) Source: Communication, by Rudolph F. Verderber, 8/e, p. 82 & 83 6-Communication

Communication process model Encoding Channel Decoding Source Receiver Decoding Channel Encoding Feedback Sources ▪ Organizational Behavior, by Stephen P. Robbins, 9/e, p. 285 ▪ Organizational Behavior, by Gregory Moorhead and Ricky W. Griffin, 3/e, p.356 6-Communication

Communication process Who… Says what… In what way… To whom… Communicator Message Medium Receiver Feedback …with what effect Communication model • • • • • • • • • • • • • • • • • • • • Message & Medium Communicator Encoding Decoding Receiver Feedback Sources Organizational (behavior, structure, and process), by Gibson, Ivancevich, Donnelly, and Konospaske, 7/e, p. 413, 415 6-Communication

Communication Styles Communication Nonverbal Behavior Verbal Behavior Ridel A., NUM 19 July 2018 Communication Styles Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding. Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements. Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others. Assertive Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication MOD

Communication Styles (continued) Ridel A., NUM Communication Styles (continued) 19 July 2018 Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs. Taking advantage of others; Expressive and self-enhancing at others’ expense. Aggressive Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication MOD

Communication Styles (continued) Ridel A., NUM Communication Styles (continued) 19 July 2018 Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”). Encouraging others to take advantage of us; Inhibited; Self-denying. Nonassertive Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication MOD

Skills and Best Practices: Advice to Improve Nonverbal Communication Skills Positive Nonverbal Actions Include: Maintain eye contact. Nod your head to convey that you are listening or that you agree. Smile and show interest. Lean forward to show the speaker you are interested. Use a tone of voice that matches your message Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication

Advice to Improve Nonverbal Communication Skills (cont) Negative Nonverbal Actions Include: Avoiding eye contact and looking away from the speaker. Closing your eyes or tensing your facial muscles. Excessive yawning. Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice) Speaking too fast or too slow. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication

12-7 Listening Styles Results-style: Interested in the bottom line or result of a message. Reasons-style: Interested in hearing the rationale behind a message. Process-style: Likes to discuss issues in detail. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication

Barriers to Effective Communication Ridel A., NUM Barriers to Effective Communication 19 July 2018 Process Barriers: involve all components of the perceptual model of communication Personal Barriers: involve components of an individual’s communication competence and interpersonal dynamics between people communicating Physical Barriers: pertain to the physical distance between people communicating Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication MOD

Improving social perception Look for additional information about people Actively question the accuracy of your perceptions Realize that perceptions of people may need to be changed over time When you have formed a perception, check its accuracy verbally Source: Communication, by Rudolph F. Verderber, 8/e, p. 50 6-Communication

The effective of communication Attention Comprehension Acceptance of the information as true Retention 6-Communication

Source ▪ Management, 3/e ▪ Organizational Behavior, (3/e) Kathry M. Bartol: University of Maryland, College Park David C. Martin : American University ▪ Organizational Behavior, (3/e) Robert Kreitner: Arizona State University 6-Communication