2. Communications Our last class

3. Why is communication important? It’s what we humans do. Communications makes us human In the process of management, we communicate when: We plan We organize We control We lead

4. OK, so what is it?

5. What is Communication A process of acting on Information An action process Information is transferred Interactive Includes feedback within a context Noise Transactive Simultaneous interaction Complex process Verbal and Non Verbal interaction

7. Listening

8. Listening is a complex activity that is learned

9. Myths about Listening Related to Intelligence Cannot be learned Listening is the same as hearing Speaker is responsible for communication Means agreeing

10. Listening on Three Levels Hearing Involves receiving, translating and understanding the message Involves translating non verbal cues to comprehend the message as intended Analyzing Hearing is included Inferring the intent of the speaker-what did he really mean-and the context in which communication is taking place. Confirming responses and asking questions helps with this

11. Empathizing Includes hearing and analyzing Gets at the emotional content of the message Seeing the world through the eyes of the other person Emotional Relationships breed trust

12. Barriers to Effective Listening Anything at all that distracts Prejudging - I know what he’s going to say-mind goes on vacation Rehearsing - As soon as he stops talking this is what I’ll say.

13. Active Listening Involves Stop what you are doing Look for the non verbal cues that identify feelings Match verbal and non verbal cues to decipher content and emotion Ask confirming questions Paraphrase content to insure you understand Paraphrase feelings to understand what is being felt

14. Language and Words One of the things that make us human Ability to create our world Tools by which people make sense of other people’s world Act as boundaries to group communications - double filters Affecting group climate Make people defensive Shift attention towards personal goal of protection and away from the group goal, reducing productivity

15. Non Verbal Communications

16. Importance of non verbal communications We communicate non verbally --- like it or not! Emotions and feeling generally are communicated non verbally. Non verbal communication is more believable.

17. Frequency of Non Verbal Communication 7% of the emotional meaning of a message is verbal People use non-verbal communication far more than verbal Exercise on Page 157

18. Functional Emphasizes meaning Communicated in a context

19. Structural Dealing with the management of space to facilitate communications

20. Non Verbal Communication Kinesic Behavior-Functional Body Postures, movements, eye contact, facial expressions Paralinguistic Qualities- Functional Vocal tone e.g. pitch, volume,rate, intonation, use of silence Proxemic Behavior-Structural Spatial and distance orientations

21. Kinesic Behavior- Functional Emblems – gestures that replace spoken messages Shhh Hitch hikers thumb Check your watch Illustrators – add meaning to verbal communication Pound the desk for emphasis Affect Display – demonstrates feelings Slouch means bored Regulators Eye contact, facial expression, raised hand that regulates the flow of the conversation. Can I talk now? Self Adapters Nervous habits that help adapt to environment.- holding a pencil

22. Communicating with your eyes Performs four functions in communications Cognitive – look away to clear thoughts, or keep from being distracted Monitoring – allows modifying message based on reactions Regulatory – open or close communication gate Expressive – helps express emotions

23. Proximic Behavior The way we use space Communications are facilitated when distance is comfortable

24. Proximic Behavior Territoriality and Personal Space Resident advantage- space you own-home court advantage- perform better in your space Mark our territory Personal Space – Psychological outline around you Expands and contracts to meet social needs Four categories that have implications for group behavior − Intimate Distance(0 to 8 inches) Body contact and intimate relationship. − Personal distance (1 ½ to 4 feet) typical interaction for friends, − Social distance (4 to 12 feet) out of touch range – used for casual contact with strangers and business functions − Public distance (12 feet and beyond) formal encounters, speeches, platform presentations, classrooms

25. Personal Space varies culturally and ethnically Saudi Arabia for example, you might find yourself almost nose to nose with a business associate because their social space equates to our intimate space. If, on the other hand, you were visiting a friend in the Netherlands, you would find the roles reversed, you would be doing the chasing because their personal space equates to our social space. We Americans tend to pull in our elbows and knees and try not to touch or even look at one another while riding the bus. In Japan, a country with a population half the size of the United States cramed into an area half the size of California, subway passengers are literally pushed into the cars until not even one more person will fit. You cannot help but be pressed against someone else's sweaty body.

26. Proximic Behavior Group Spatial Ecology Sociopetal-encourages contact Sociofugal-discourages discourse and communication The way people arrange themselves in small groups − Leaders and dominent people sit at the ends of rectangular tables − Potential leaders are in positions with the most eye contact

27. Spatial Ecology Who you have eye contact with determines who you talk to People who are more centrally located receive more messages You speak to people across from you People who sit at the corners of a table contribute less

28. Informal communications MBWA No formal agenda Make friends Observe what is going on Grapevine Links all employees in all directions 70-90% of information is accurate

29. Workplace Communications

30. Information Model Reduces time to solve problems by making information universally available and ubiquitous. Allows teams to work at a distance Eastman and Mallach Mode 0=no sharing of computers Mode 1= Stand alone systems, some hardware sharing Mode 2= Management puts information where it deems it will be needed Mode 3= anybody puts anything in the system for anyone to read and use.

31. Barriers to Communication Individual Barriers Prejudging and Rehearsing Selecting the wrong channel Semantics Inconsistent cues – verbal /non verbal

32. Barriers to Communication Organizational Status and power differences Organizational Structure

33. Overcoming Barriers Active listening Developing appropriate organizations Create appropriate climate

34. That’s the class!! I hope you have enjoyed it and that you will go out and change the world. Good luck on the final!