Ethos, or the character of the speaker ENG 100B COMMUNICATION Key ingredients in the communication (ancient Greece): Ethos, or the character of the speaker Pathos, connecting with the emotions and Logos - the factual content of a message Dimensions of communication (now): Content (information itself) Form (the way it is presented: verbal/non-verbal) Destination or target (the receiving end)

Communication COMMUNICATION ENG 100B Language 7-11% Facial Expressions Verbal Language Nonverbal 7-11% Facial Expressions Eye Contact Gestures Postures Kinesics (Body language) Paralanguage Voice tone, volume, etc. Proxemics Use of space

COMMUNICATION Nonverbal… Proxemics Use of space Saudi Arabia US Netherlands US Proxemics Use of space benjaminmales.com/.../proxemics_small.jpg

COMMUNICATION Gestures

Command respect by standing tall… COMMUNICATION Command respect by standing tall… Height of the average American male: 5'9” Height of the average Fortune 500 corporate CEO: 6' Percentage of Fortune 500 CEOs 6'2” or taller: 30 Percentage of all American men 6'2” or taller: 3.9   Source: Gladwell, Malcolm. Blink: The Power of Thinking Without Thinking. New York: Little, Brown & Company, 2005. Postures Postures play: mismatch and agree; match and disagree.

COMMUNICATION Eye Contact Arab cultures more less South Asian; African

COMMUNICATION Barrier Encode Barrier Decode Feedback message receiver NOISE message receiver sender

Transparency overestimation COMMUNICATION Transparency overestimation the belief that our goals and motives are more clearly recognized by the others than it is actually true.

COMMUNICATION The Johari Window ARENA I know about Me Disclosure FACADE Feedback BLIND SPOT Unknown area You know about Me Joe Luft and Harry Ingham, 1955, 1984, modified by De Zan

COMMUNICATION By Ji Lee, Creative Director for Google Creative Lab

Vagueness COMMUNICATION Croesus, King of Lydia, consulted the Oracle at Delphi. The Oracle, a priestess of Apollo, told him that a great nation would fall if he crossed the Persian border. Assuming that the great nation was Persia, he crossed and was defeated. It turned out the great nation that fell was his own. Of course, if he had won, the oracle could also have claimed to be correct. http://www.truthpizza.org/logic/vague.htm

COMMUNICATION encourage to talk make no assumptions Six facets of effective listening, by Thomas N. Ingram, 1992

COMMUNICATION Important steps: Suspend your agenda (temporarily); Attend to the speaker; Clarify; Reflect: - on emotions; on content.

COMMUNICATION Tips for Effective Listening Make eye contact Use head nods and appropriate facial expressions Avoid distracting actions or gestures Ask questions Paraphrase Avoid interrupting the speaker Don't over talk Make smooth transitions between role of speaker and listener

? COMMUNICATION Clarifying question What do you mean? Which effect have you observed? When is the problem occurring, when not? Do you have an idea why this is so? Scaling question If you where asked to give a grade, which would it be? On a scale 0-100, how is the personal benefit for you? Which weighs more....? Hypothetic question What would be necessary to happen so that...? Assume, you would do... what could happen? What would be necessary to make it better/worse? Imaging the problem is not existent anymore, what would be different? Suggestive question Be careful! Don’t you agree...? Don’t you think that this should be done? Don’t you want to ...?

Presentation: Ethics & Values. Next Class: Influence. Ethics & Values. Presentation: Ethics & Values. Read: Nameless + Harmless = Blameless: When Seemingly Irrelevant Factors Influence Judgment of (Un)ethical Behavior http://www.hbs.edu/research/pdf/09-020.pdf