COMMUNICATION AND HUMAN RELATIONS 7 COMMUNICATION AND HUMAN RELATIONS

Learning Objectives Explain the role of communication and miscommunication at work. Compare and contrast successful and unsuccessful listening skills. Explain the importance of timing with regard to messages. Examine the role of nonverbal communication.

Learning Objectives Identify the functions of nonverbal communication. Outline strategies for communication within an organization. Explain the importance of intercultural communication in today’s professional world.

Communication and Miscommunication http://www.youtube.com/watch?v=kjF4rKCR81o&safety_mode=true&persist_safety_mode=1&safe=active http://www.youtube.com/watch?v=b0CqiyOBiag&safety_mode=true&persist_safety_mode=1&safe=active Figure 7.1: Factors of Communication

Listening—and How it Can Fail Selective listening Happens when a listener deliberately chooses what he or she wants to hear. http://www.youtube.com/watch?v=qu5fYO8Ew44&safety_mode=true&persist_safety_mode=1&safe=active

Listening—and How it Can Fail Tuning out – People refuse to listen to co-workers or others due to prejudice. Red flag words Active listening http://www.youtube.com/watch?v=NP0mQeLWCCo&safety_mode=true&persist_safety_mode=1&safe=active

The Timing of Messages Emotional timing - Refers to the emotional readiness of the listener to hear a message. Situational timing - Refers to the listener’s situation when a message is received. Relevance timing - Communication should fit the other topics being discussed. Filtering - Hearing only what one wants to hear.

Communicating Without Words Nonverbals Way of communicating without speaking. Use of gestures, body language, and facial expressions. Nonverbal signals indicate Degrees of self-confidence Maturity Fear Other key qualities used to judge a person

Communicating Without Words Figure 7.2: Nonverbal Communications

Functions of Nonverbal Messages Gestures and their meanings Illustrators: Used to clarify a point. Regulators : Controls the flow of communication. Displays : Used like nonverbal punctuation marks. Emblems : Used in a specific manner as they have a specific meaning, understood by both the sender and receiver. Distance between speakers - Proxemics or distancing, varies geographically.

Functions of Nonverbal Messages Figure 7.4: The Zones of Distancing

Communicating in an Organization Organizational communication Oral and written communication within an organization. Has both formal and informal dimensions. Travels both vertically and horizontally. Vertical communication Communicated according to an organization’s chain of command by flowing both upward and downward.

Communicating in an Organization Horizontal communication - Messages that are communicated between the speaker and his/her equals in a formal organization. Grapevine - Network within the organization that communicates incomplete, but usually somewhat accurate information. Rumor mill - Gossip network that produces mostly false information.

International and Intercultural Communication Low-context culture A written agreement, like a contract, can be taken at face value. High-context culture The social context surrounding a written document is more important than the document itself. One must be careful about cultural norms, nonverbal behaviors on both sides, and overall atmosphere of the communication.

International and Intercultural Communication Figure 7.6: High - to Low-context Cultures

Strategies for Success Become a better listener Stop talking. Get rid of distractions. Try to enter into the speaker’s reality. Use pauses for reflecting. Listen for main ideas. Give feedback. Listen for feelings as well as for facts. Encourage others to talk.

Strategies for Success Practice high-context communication People in high-context cultures need to know how to put the speaker into context, to help them understand better. Should speak slowly and clearly. Conversation should include few words and expressions from the listener’s native language—whose meanings and pronunciation one is sure of. Use nonverbal signals carefully.