Communication OS 386 October 24, 2002 Fisher

Agenda In-class writing Discuss communication methods and barriers Exercise – what is the right communication method? Review examples of org communications

In-class writing question In your opinion, has technology improved communication? Why or why not?

Communication methods Verbal Oral Written Electronic Email Instant messaging Discussion boards, chat rooms Non-verbal

Active Listening More than just hearing Actions on part of listener to facilitate communication Receiving message Evaluating information Responding Showing interest Checking for understanding

Communication Barriers Perceptual errors Filtering Use of language Jargon Ambiguity Slang Information overload

Information Overload One effect of electronic communication Receiving more information than you can possibly process One effect – people ignore messages If the message is never processed, communication has not occurred

Electronic Communication Benefits? Drawbacks? Corporate monitoring of electronic communication

Non-verbal communication Gestures, facial expressions, tone of voice carry meaning More automatic, subconscious than verbal communication Can be misinterpreted

Interpersonal Communication Styles Three key styles Assertive: expressive, self-enhancing Aggressive: expressive and self-enhancing; takes advantage of others Non-assertive: timid, self-denying; gives the other person an advantage Assertive style tends to be most effective

Assertive Communication Style Non-verbal patterns Good eye contact Strong, steady voice Verbal patterns Direct language Limiting evaluative statements Use of “I” statements

Which communication method is best? Offer different attributes Media richness Symbolic meaning of media Sensitivity of message Select method most appropriate for the message and audience

How would you communicate: Applying for a job Setting up a group meeting time Firing a person Announcing change in class schedule Asking someone out (on a date) How to tie your shoes

How do organizations communicate? Formal communications to employees Newsletters, websites Employee surveys Training Meetings Informal communications among employees Grapevine, water cooler

Employee Surveys Actually a two-way communication mechanism What do these survey items communicate? I can keep up with and learn new technologies that apply to my work. I have the opportunity to participate in my performance evaluation. I have observed sexual harassment in my work unit in the past year.

Training Mandated training programs Sexual harassment Time management Availability of other types of programs Supervisory skills Computer skills

Meetings Large group meetings (“all-hands”) Announce events Sometimes held at regular intervals Usually allow two-way communication Opportunity to celebrate successes, deliver group rewards

Informal Communications Grapevine - informal network based on social relationships

How good is the grapevine? Can transmit information rapidly Traditionally relies on social connections Internet has increased speed and volume of information dissemination Not always correct Based on perceptions Helps people deal with uncertainty and anxiety

Key learning points Communication methods and styles must be matched to the situation Many factors to consider Non-verbal communication plays a big role Technology has affected how we communicate

For next class Change in schedule! Next class: Team Decision Making Read Ch. 10, pp. 304-312 Focus on techniques for team decision making Will use LDL rooms for DM exercise Reminder: the individual paper is due in one week