1. MGT 674 Employee Relations Management
Ajaya Mishra

2. Session 8
COMMUNICATIONS …. And Interpersonal Communications

3. Basic Ideas on Communication …
Is there a sound in the forest if a tree crashes down and no one is around to hear it ?
One can communicate only in recipient’s language or in his terms.
We receive what we expect to perceive, we see what we expect to see and we hear what we expect to hear … Largely
The human mind resists vigorously any attempts to make it change in mind .

4. Importance … Problems Solution Effective Communication
Interpersonal conflicts
Feeling undervalued
Feeling overworked
Feeling resentful, angry
Trouble maintaining relationships
Feeling afraid of losing someone
Feeling unable to trust yourself in arguments
Effective Communication

5. What ? Communication is an interaction between two or more people.
Listen to the other person
Interpret what is being said
Respond in an understandable way

6. Elements in Communication …
Encoding
Message
Transmitted on medium
Receiver decodes
Sender
Receiver creates meaning
Noise
Source decodes
Transmitted on medium
Message
Encoding

7. Communication is more than just verbal…
Nonverbal communication
Words account for only 7% of emotional impact of a message
Voice tones- 38%
Facial Expressions- 55%

8. STATISTICAL VIEW OF OMMUNICATION
70% of our communication efforts are:
Misunderstood
Misinterpreted
Rejected (not accepted)
Disliked
Distracted
Not heard at all
(in spite of the same language and same culture!)
Only 30% is effective!

9. IMPORTANT SKILLS TO BE SUCCESSFUL IN ORGANIZATIONS
Communication
Teamwork
Leadership
Critical Thinking
Personal Management 4.52
Creativity
(On a scale of 1 to 5; 1 being least useful and 5 being most useful)

10. FREQUENCY OF SKILLS USE IN ORGANIZATIONS
Communication
Teamwork
Personal Management 4.51
Critical Thinking
Leadership
Creativity
Technical/Scientific 3.91
Social Responsibility 3.89
(On a scale of 1 to 5; 1 being least useful and 5 being most useful)

11. Forms of Communication …
Verbal / Oral : Expressed through words / voice
Non Verbal: Expressed through body language, dress and personal grooming
Written : Expressed through Letter, Memo, Reports etc.
Visuals: Movies, Documentaries …

12. Barriers to of Effective Communication
Personal barriers:
Your style and character (rude, polite, shy, etc.)
Preparation & presentation
Lack of clarity (pronunciation, pitch, etc.)
Lack of credibility
Timing
Jargon and pronunciation
Sender’s speed of thought
Receiver s not prepared
Information overload
Not repeating and important point
Meeting in the evening
Distractions

13. Organizational barriers:
Culture
Environment
Size
Structure
Pace of activity
Process barriers:
Channel/medium
Irrelevant information
Lack of proper response
Absence of feedback
Inappropriate questions
Information overload

14. Other Barriers …
Physical Barriers: pertain to the physical distance between people communicating
Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate

15. In order to communicate effectively you must do the following:
Identify your communication style
Identify problematic situations
Given you have some areas that could be improved…
Practice changing your communication skills

16. Different Communication Styles
The Aggressive Style.
Fighting, accusing, and threatening characterize this style.
The Passive Style.
Acceptance, unconditional with others’ demands, and being “walked on” by others characterize this style.
The Passive Aggressive Style
On the surface these individuals appear to be following the passive style. Hidden beneath the surface, however, these people act in an aggressive way.

17. The Assertive Style.
This style is characterized by balance. Balance in the expression of feelings, self-pride, and self-regard, while at the same time being considerate of others. Through direct communication, you demonstrate respect for your rights and the rights of others. The advantage of assertiveness is that you can compromise so that you can get what you need and want.

18. Communication Nonverbal Behavior Verbal Behavior
Style Description Pattern Pattern
Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.
Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements.
Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others.
Assertive

19. Communication Nonverbal Behavior Verbal Behavior
Style Description Pattern Pattern
Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.
Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
Taking advantage of others; Expressive and self-enhancing at others’ expense.
Aggressive

20. Communication Nonverbal Behavior Verbal Behavior
Style Description Pattern Pattern
Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.
Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
Encouraging others to take advantage of us; Inhibited; Self-denying.
Nonassertive

21. Sources of Distortion in Upward Communication
Situational Antecedents
Patterns of Distortion in Upward Communication
Supervisor’s upward influence
Low
High
Increased distortion because employees send more favorable information and withhold useful information.
Low
High
2. Supervisor’s power
Increased distortion because employees screen out information detrimental to their welfare.
Low
High
3. Subordinate’s aspiration for upward mobility
Less accuracy because employees tend to pass along information that helps their cause.

22. 7 Cs of Effective Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness

23. COMPLETENESS Ensure that you provide all required information
Answer all questions asked as far as possible
Always give something extra, where applicable and desirable
Examples:
Incomplete: Please fax me the departure from New Delhi to Frankfurt on the 6th of this month.
Incomplete: Why was my request for additional furniture for my office not responded to?

24. CONCISENESS Do not use wordy expressions
Always use only relevant material
Do away with unnecessary repetition
Examples:
Wordy : At this time Concise: Now
Wordy : Due to the fact that Concise: Because
Wordy : Have a need for Concise: Need
Wordy : In due course Concise: Soon
Wordy : Allow me to say how helpful your response was.
Concise : Your last response was helpful.

25. CONSIDERATION - Focus on “you” instead of “I” or “we”.
- Demonstrate audience benefit or interest in the receiver.
- Ensure that you emphasize positive, pleasant facts while you speak.
Examples:
Insensitive: You failed to enclose your cheque in the envelope.
Consideration: The cheque was not enclosed. (passive voice)

26. CONCRETENESS - Use specific facts and figures from reliable sources.
- Put action into verbs.
- Choose vivid, image-building words.
Examples:
Vague, general, and indefinite: Eastern Europe is making progress in getting investments.
Concrete, precise: In 1990, investments in Eastern Europe were about US$30 million; today, that figure has increased by 12%.

27. CLARITY Use precise, concrete, and familiar words.
Construct effective sentences & paragraphs, with right emphasis.
Examples:
Unfamiliar: After our perusal of pertinent data, the conclusion is that a lucrative market exists for the subject property.
Familiar: The data we studied show that your property is profitable and in high demand.

28. COURTESY - Be sincerely tactful, thoughtful, and appreciative.
- Use expressions that show respect.
- Choose non-discriminatory expressions.
Examples:
Tactless, blunt: I rewrote that letter three times; the point was clear.
Tactful: I’m, sorry the point was not clear; here is another version.
Avoid expressions such as: I do not agree with you; obviously you overlooked; we don’t believe.

29. Correctness - Use the right level of language.
- Always check the accuracy of facts, figures, and words.
Examples:
Use: Think instead of deem;
question instead of interrogate;
stolen instead of stoled.

30. Categories of Non-Verbal Messages
Environment
Interpersonal Distance
Posture
Gestures
Facial Expressions
Voice Quality
Personal Appearance

31. Skills and Best Practices: Advice to Improve Nonverbal Communication Skills
Positive Nonverbal Actions Include:
Maintain eye contact.
Nod your head to convey that you are listening or that you agree.
Smile and show interest.
Lean forward to show the speaker you are interested.
Use a tone of voice that matches your message

32. Advice to Improve Nonverbal Communication Skills (cont)
Negative Nonverbal Actions Include:
Avoiding eye contact and looking away from the speaker.
Closing your eyes or tensing your facial muscles.
Excessive yawning.
Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice)
Speaking too fast or too slow.

33. Listening Styles
Results-style: Interested in the bottom line or result of a message.
Reasons-style: Interested in hearing the rationale behind a message.
Process-style: Likes to discuss issues in detail.

34. The Keys to Effective Listening
The Bad Listener
The Good Listener
1. Capitalize on thought
speed
Tends to daydream
Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines
2. Listen for ideas
Listens for facts
Listens for central or overall ideas
3. Find an area of interest
Tunes out dry speakers or subjects
Listens for any useful information
4. Judge content, not
delivery
Tunes out dry monotone speakers
Assesses content by listening to entire message before making judgments
5. Hold your fire
Gets too emotional or worked up by something said by the speaker and enters into an argument
Withholds judgment until comprehension is complete

35. The Keys to Effective Listening (cont)
The Bad Listener
The Good Listener
6. Work at listening
Does not expend energy on listening
Gives the speaker full attention
7. Resist Distractions
Is easily distracted
Fights distractions and concentrates on the speaker
8. Hear what is said
Shuts our or denies unfavorable information
Listens to both favorable and unfavorable information
9. Challenge yourself
Resists listening to presentations of difficult subject manner
Treats complex presentations as exercises for the mind
10. Use handouts, overheads,
or other visual aids
Does not take notes or pay attention to visual aids
Takes notes as required and uses visual aids to enhance understanding of the presentation

36. Gender Differences Women Prefer conversation for rapport building
Want empathy, not solutions
Are more likely to compliment
Emphasize politeness
More conciliatory

37. Gender Differences Men
Talk as a means to preserve independence and status by displaying knowledge and skill
Work out problems on an individualized basis
Are more directive in conversation
Are more intimidating
Call attention to their accomplishments
Tend to dominate discussions during meetings

38. Let’s Summarize…
Most of our stress today comes from interpersonal difficulties.
Many of these stresses involve failure to communicate effectively.
Communication styles that can lead to problems are: the aggressive style, the passive style, and the passive-aggressive style.
Assertiveness is the only style that allows both parties to compromise in order to get something each wants.
Assertiveness involves regarding your own rights as well as the rights of others, seeking compromise, and clearly communicating your feelings and desires.

39. WISHING YOU A VERY HAPPY DASHAIN AND TIHAR …