1 Understanding Interpersonal and Organizational Communication

2 Organizational Communication Upward Communication Serial communication Serial communication –MUM effect –open-door policy Attitude survey Attitude survey Suggestion box Suggestion box Liaison Liaison

3 Organizational Communication Downward Communication Meetings Meetings Memo Memo Phone call Phone call Bulletin board Bulletin board Employee handbook Employee handbook Intranet Intranet

4 Organizational Communication Horizontal Communication Grapevine Grapevine –single-strand pattern –gossip pattern –probability pattern –cluster pattern Rumor Rumor

5 Problem Area I Intended Message Versus Message Sent Think about what you want to communicate Think about what you want to communicate Practice what you want to communicate Practice what you want to communicate Learn better communication skills Learn better communication skills

6 Problem Area II Message Sent Versus Message Received Actual words used Actual words used Communication channel Communication channel Noise Noise Nonverbal cues Nonverbal cues Paralanguage Paralanguage Artifacts Artifacts Amount of information Amount of information

7 Actual Words Used The word “fine” The word “fine” –to describe jewelry –to describe the weather –to describe food or sex The applicant was a: The applicant was a: –female –girl –babe –woman

8 Use concrete words and ask how the other person might interpret your message Avoid such words as: Avoid such words as: –as soon as possible –I’ll be back soon –I’ll be out for a while Why not be specific? Why not be specific? –Avoid confrontation –“test the water” –Avoid being the bad guy (MUM effect)

9 Gender Differences in Communication (Tannen, 1986 & 1990) Men Men –Talk about major events –Tell the main point –Are more direct –Use “uh-huh” to agree –Are comfortable with silence –Concentrate on the words spoken –Sidetrack unpleasant topics Women Women –Talk about daily life –Provide details –Are more indirect –Use “uh-huh” to listen –Are less comfortable with silence –Concentrate on nonverbal cues and paralanguage –Focus on unpleasant topics

10 Communication Channels Oral Oral –in-person –word-of-mouth –answering machine Nonverbal Nonverbal Written Written –personal letter/memo –general letter/memo –

11 Noise Actual noise Actual noise Appropriateness of the channel Appropriateness of the channel Bias Bias Feelings about the person communicating Feelings about the person communicating Mood Mood Perceived motives Perceived motives

12 Nonverbal Cues Are ambiguous Are ambiguous Those that aren’t, are called emblems Those that aren’t, are called emblems Gender and cultural differences are common Gender and cultural differences are common Nonverbal cues are thought to be 80% of the message received Nonverbal cues are thought to be 80% of the message received

13 Nonverbal Cues Include Eye contact Eye contact Expressions Expressions Micro-expressions Micro-expressions Posture Posture Arm and leg use Arm and leg use Motion Motion Touching Touching

14 Use of Space Intimacy zone Intimacy zone –0 to 18 inches –close relationships Personal distance zone Personal distance zone –18 inches to 4 feet –friends and acquaintances Social distance zone Social distance zone –4 to 12 feet –business contacts and strangers Public distance zone Public distance zone –12 to 25 feet

15 Use of Time Being late Being late Leaving a meeting early Leaving a meeting early Setting aside time for a meeting Setting aside time for a meeting Multi-tasking (working while talking) Multi-tasking (working while talking)

16 Basic Assumptions About Nonverbal Cues & Paralanguage People are different in their use of nonverbal cues and paralanguage People are different in their use of nonverbal cues and paralanguage Standard differences among people reveal information about the person Standard differences among people reveal information about the person Changes in a person’s style reveal new messages Changes in a person’s style reveal new messages

17 Paralanguage Rate of speech Rate of speech Loudness Loudness Intonation Intonation Amount of talking Amount of talking Voice pitch Voice pitch Pauses Pauses

18 The Importance of Inflection I did not say Bill stole your car. I did not say Bill stole your car. I did not say Bill store your car. I did not say Bill store your car. I did not say Bill stole your car. I did not say Bill stole your car.

19 Artifacts Our office Our office –décor –desk placement What we wear What we wear –clothing –accessories –hair styles –tattoos The car we drive The car we drive The house we live in The house we live in

20 The Amount of Information When we have too much information, we tend to: Assimilate Assimilate Sharpen Sharpen Level Level

21 The Amount of Information Reactions to Information Overload Omission Omission Error Error Queuing Queuing Escape Escape Use of a gatekeeper Use of a gatekeeper Use of multiple channels Use of multiple channels

22 Problem Area III Message Received Versus Message Interpreted Listening Skills Listening Skills Listening Style Listening Style Emotional State Emotional State Cognitive Ability Cognitive Ability Bias Bias

23 The Importance of Listening 70% of a manager’s job is spent communicating 70% of a manager’s job is spent communicating Of that time Of that time –9% is spent writing –16% is spent reading –30% is spent speaking –45% is spent listening

24 Listening Skills Stop talking and listen Stop talking and listen Show the speaker you want to listen Show the speaker you want to listen Empathize with the speaker Empathize with the speaker Don’t ask excessive questions Don’t ask excessive questions Remove distractions Remove distractions Keep an open mind Keep an open mind Use appropriate nonverbal cues Use appropriate nonverbal cues Let the other person finish speaking Let the other person finish speaking Try to understand what the other person means Try to understand what the other person means

25 Listening Styles (Geier & Downey, 1980) Leisure Leisure Inclusive Inclusive Stylistic Stylistic Technical Technical Empathic Empathic Nonconforming Nonconforming

26 Other Factors Emotional State Emotional State –Anger –Fear –Anxiety –Excitement –Love Bias Bias Cognitive Ability Cognitive Ability Drugs and Alcohol Drugs and Alcohol

27 Writing is easiest to read when it: has short sentences has short sentences uses simple rather than complicated words uses simple rather than complicated words uses common rather than unusual words uses common rather than unusual words