Communicating with others: Understanding the process First there is the SPEAKER– this is the person who is sending out the message First there is the SPEAKER– this is the person who is sending out the message It could be you explaining a new IT system It could be you explaining a new IT system It could be your client telling you they do not understand something. It could be your client telling you they do not understand something.

Understanding the process (cont.) Second, there is the MESSAGE Second, there is the MESSAGE This is whatever the speaker communicates. 1. It can be YOU with instructions on operating a system correctly. 2. It can be the client who has a list of issues to report. 3. Whether it is you or the client who initiates the process, there needs to be proper tone, appearance, gestures, facial expression and eye contact to convey non-verbally what you are trying to say verbally

Understanding the process (cont.) CHANNEL CHANNEL This means the way in which your message is communicated. When you pick up a phone to call a friend, this is channeling. Examples of other kinds of channeling are texting, s, face-to-face, web, etc.

Understanding the process (cont.) LISTENING LISTENING This is the person or persons who receive the communicated message This receiver (the person who should be listening), whether it is you or the client, has to be actively listening for the process to work successfully.

Understanding the Process (cont.) 1. Speaker 2. Message 3. Channel 4. Listener

Understanding the process (other things you should know about communication) Many things can interfere with communication. Here are a few: FEEDBACK: This is usually a non-verbal message sent from the listener to the speaker. Many things can interfere with communication. Here are a few: FEEDBACK: This is usually a non-verbal message sent from the listener to the speaker. EXAMPLES: Listener makes no eye contact; slumps in chair; yawns a lot; taps pencil or doodles; leans head into hand EXAMPLES: Listener makes no eye contact; slumps in chair; yawns a lot; taps pencil or doodles; leans head into hand Listeners may look confused or unconcerned Listeners may look confused or unconcerned

Understanding the process (other things you should know) INTERFERENCE – This is anything that can impede the communication of the message. In business, there are two obvious kinds of interference: INTERFERENCE – This is anything that can impede the communication of the message. In business, there are two obvious kinds of interference: EXTERNAL: traffic noise; people talking in the office or hall; coughing; cold or hot room temperatures, talking; cell phone rings EXTERNAL: traffic noise; people talking in the office or hall; coughing; cold or hot room temperatures, talking; cell phone rings INTERNAL: Listener is sick; has leg cramp; has to go to the bathroom; romance problems INTERNAL: Listener is sick; has leg cramp; has to go to the bathroom; romance problems

Let’s talk about listening

Listening HEARING is defined as the vibration sound waves on the eardrums and the firing of electrochemical impulses in the brain HEARING is defined as the vibration sound waves on the eardrums and the firing of electrochemical impulses in the brain LISTENING is defined as paying close attention to and making sense of what we hear. LISTENING is defined as paying close attention to and making sense of what we hear. NOTE: Listening is important and most companies believe strong listening skills rank as high as writing and speaking skills. People spend more time listening than doing any other communicative activity.

Listening What kind of listener are you? There are four kinds of listeners: 1. Appreciative Listener This is listening for pleasure or enjoyment as when we listen to music, to a comedy routine or to an entertaining talk 2. Empathetic Listener This is listening to provide emotional support for a speaker as when a psychiatrist listens to a patient or when we lend a sympathetic ear to a friend in distress

Listening What kind of listener are you? 3. Comprehensive Listener This is a listener who understands the message of a speaker, as when we attend a classroom lecture or listen to directions on how to get someplace. 4. Critical Listener This person evaluates the message for purposes of accepting or rejecting it as when we listen to the sales pitch of a used car salesperson, the campaign speech of a politician or the closing arguments in a trial.

Poor Listening So what kind of listener are you? While you are thinking about that, let’s look at four causes of poor listening: 1. Not concentrating We can talk 120 to 150 words per minute but our mind can process 400 to 800 words per minute so we have spare brain time. Although this may seem like a good thing, it actually works against us. We begin to think about other things and then we loose track of what the speaker is saying.

Listening 2. Listening too hard These are people who listen to every word the someone says. In an effort to remember everything, we end up confusing the facts and important things the person who is talking wants us to know.

Poor Listening 3. Jumping to Conclusions This is a two-parter: Listeners sometimes assume they know the answers or comments before they are said and in doing so, miss the point Another way is to prematurely reject a a speaker’s ideas as boring or misguided. (You are there to fix an IT problem and the speaker goes on and on about their opinion of what is wrong – you may jump to conclusions and pre-judge the speaker and their message) Another way is to prematurely reject a a speaker’s ideas as boring or misguided. (You are there to fix an IT problem and the speaker goes on and on about their opinion of what is wrong – you may jump to conclusions and pre-judge the speaker and their message)

Poor Listening (cont.) 4. Focusing on delivery or appearance We are a society that judges a book by its cover. Some of us may look at the person who is talking and determine they are not worth listening to because of how they dress or look. We may also find their delivery boring, funny or poor. Focusing on these things causes us not to listen to the message which may be very good and important. EXAMPLES: Imagine not listening to Chris Farley, John Goodman or Kevin James because they are large. Or how about not listening to Oprah Winfrey, Alicia Keys or Jackie Chan because they are minorities.

How you should listen Here are some tips on being a better listener: Here are some tips on being a better listener: Take listening seriously (We aren’t born good listeners, it is a skill we must work at and improve) Take listening seriously (We aren’t born good listeners, it is a skill we must work at and improve) Be an active listener – give your undivided attention to the speaker Be an active listener – give your undivided attention to the speaker Resist distractions Resist distractions Don’t be diverted by appearance or delivery Don’t be diverted by appearance or delivery

Listening (tips cont.) Suspend judgment (wait until the person is done to make up your mind) Suspend judgment (wait until the person is done to make up your mind) Focus your listening on main points; listen for evidence and listen for technique Focus your listening on main points; listen for evidence and listen for technique Develop note-taking skills Develop note-taking skills

Let’s take a listening survey You have to work at being a good listener. You have to work at being a good listener. In business and technology, you need to pay attention to instructions from your manager, from the client or from co- workers. In business and technology, you need to pay attention to instructions from your manager, from the client or from co- workers. This survey will give you an idea of what kind of listener you are. This survey will give you an idea of what kind of listener you are. TAKE 10 MINUTES to do the survey. TAKE 10 MINUTES to do the survey.

Multiculturalism Some points to ponder There are 215 nations in the world and there is someone from each one of them living in the United States There are 215 nations in the world and there is someone from each one of them living in the United States New York City has 170 distinct ethnic communities New York City has 170 distinct ethnic communities More than 32 million people in the US speak a language other than English in their homes More than 32 million people in the US speak a language other than English in their homes

Multiculturalism We just can’t assume everyone is the same. As future IT specialists of the world, we have to realize the diversity in front of us. Not only do we need to recognize different cultures but also different abilities.

Ethnocentrism Ethnocentrism is the belief that our own group or culture is superior to all other groups or cultures. Ethnocentrism is the belief that our own group or culture is superior to all other groups or cultures. Ask yourself these questions: Are you better than someone who is Asian, Nigerian or Hispanic? Are you better than someone who has less money or personal possessions than you? Are you better than someone who has a hearing, sight, mobility or size problem?

Ethnocentrism Ethnocentrism is not just about us as individuals. Look around and ask: Ethnocentrism is not just about us as individuals. Look around and ask: What is the normal work week? What is the normal work week? What calendar do schools and colleges follow? What calendar do schools and colleges follow? What holidays do most people observe? What holidays do most people observe? Do airports, malls and athletic complexes consider those who have difficulty walking? Do airports, malls and athletic complexes consider those who have difficulty walking?

Ethnocentrism (cont.) Can everyone climb steps? Can everyone climb steps? Does “one size fit most”? Does “one size fit most”? Do restaurants accommodate diabetics, lactose intolerant people, those with gluten or shell fish allergies? How many menus are in Braille? Do restaurants accommodate diabetics, lactose intolerant people, those with gluten or shell fish allergies? How many menus are in Braille? As IT professionals, you need to be able to design to meet accommodations of others, whether there are language, physical or mental barriers in front of you. You do this by making that human connection. As IT professionals, you need to be able to design to meet accommodations of others, whether there are language, physical or mental barriers in front of you. You do this by making that human connection.

Ethnocentrism Let’s talk Let’s talk Tell me what Google has done to address ethnocentrism Tell me what Google has done to address ethnocentrism How have phone companies addressed differences in people How have phone companies addressed differences in people How has educational institutions recognized such issues. How has educational institutions recognized such issues.

Ethics ETHICS is defined as the discipline dealing with what is good and bad and with moral duty and obligation 2 a : a set of moral principles or values b : a theory or system of moral values c: plural but singular or plural in construction : the principles of conduct governing an individual or a group d : a guiding philosophy ETHICS is defined as the discipline dealing with what is good and bad and with moral duty and obligation 2 a : a set of moral principles or values b : a theory or system of moral values c: plural but singular or plural in construction : the principles of conduct governing an individual or a group d : a guiding philosophy SOURCE: Merriam-Webster Online Dictionary

Ethics as IT professionals You should be fully prepared to give honest and truthful reports of work that is your own and credit that which is not yours You should be fully prepared to give honest and truthful reports of work that is your own and credit that which is not yours You should always consider the needs of the people who use the systems You should always consider the needs of the people who use the systems You should not assume different cultures are more or less capable in what they do and treat all people the same You should not assume different cultures are more or less capable in what they do and treat all people the same

Ethics as IT professionals You should not plagiarize or steal the work of others You should not plagiarize or steal the work of others Global – stealing your entire proposal or idea and passing it off as your own Global – stealing your entire proposal or idea and passing it off as your own Patchwork - Stealing from two or three sources Patchwork - Stealing from two or three sources Incremental – When you fail to give credit for parts of what you do Incremental – When you fail to give credit for parts of what you do

Ethics in Listening Yes, you must be ethical when you listen as well Yes, you must be ethical when you listen as well Don’t pre-judge someone (a colleague, manager, designer or client) based on ethnocentric issues Don’t pre-judge someone (a colleague, manager, designer or client) based on ethnocentric issues Maintain a free and open expression Maintain a free and open expression Be courteous and attentive Be courteous and attentive