1. Improving Personal and Organizational Communications
Chapter Two
Improving Personal and Organizational Communications

2. Chapter Preview: Improving Personal & Organizational Communication
Communication process and filters that affect it
How filters can distort communication
Ways to improve communication skills
Communication flow in organizations and methods for improvement
Effective communication using technology

3. Communicating Effectively in a High-Tech World
Information age is characterized by:
rapid advances in technology-based communication
information glut
average person still processes the same way

4. The Communication Process
Basic communication process is always the same
Differences in:
people
cultures, countries, lifestyles
methods
technology, face to face
individual interpretation

5. Figure 2.1 - Diagram of Simple Communication Process

6. Impersonal Communication
Is a one-way process that transfers information such as instructions, policies, and financial data
Methods include:
memos letters
voice mail
manuals electronic bulletin boards
Gets the word out
Limited feedback

7. Interpersonal Communication
Is the exchange of information between two or more people
Descriptions include:
share -discuss -argue interact
Formats include:
meetings -interviews
phone calls -classes
Feedback essential for effectiveness

8. Total Person Insight
Many skills are valuable at work, but one skill is essential: the ability to communicate. Whether you are presenting your ideas at a committee meeting, dashing off fifteen s in a row, chatting with a coworker at a copy machine, evaluating an employee, or closing a deal over the phone, what you are doing is communicating. These exchanges are the backbone and the life blood of every organization and every relationship.
Eric Maisel
Author, 20 Communication Work

9. Communication Process
Effective communication loop:
A sender
A receiver
The message
Feedback

10. Figure 2.2 - Diagram of More Complex Communication Process

11. Complex Communication
Most communications are complicated
Messages travel through filters, which can alter the way your message is understood
Need to be aware of possible distortions so miscommunication can be intercepted

12. Communication Filters
Semantics
Emotions
Language/Culture
Attitudes
Role expectations
Gender-specific focus
Nonverbal messages

13. Semantics Study of relationship between words and their meaning(s)
Words are not things, they are labels
Assumptions about meaning can be dangerous
Abstract terms are subject to more interpretations of meaning

14. Language and Cultural Barriers
English has been the dominant language
Considerations when using English with non-native speakers
speak slowly, clearly
avoid jargon
avoid slang
Globalization
Diversity

15. Language and Cultural Barriers
Culture
An accumulation of values, expressions, beliefs, and behaviors
Shapes one's interpretations of what events mean
Past experience can change meaning

16. Emotions Receivers may think with their emotions
Strong emotions can prevent reception or distort the strength of a message
May shift attention from the message content to feelings

17. Attitudes Can be a barrier to effective communication like emotions
Negative and positive attitudes can create resistance or bias to a message
Attitude may be based on:
voice -accent -gesture
dress -delivery -mannerisms
speaker’s topic

18. Role Expectations
Influences how people expect themselves, and others, to act
Two ways they can distort communication
People may identify others too closely with their roles
People use their roles to alter the way they relate to others or “position power”

19. Gender-Specific Focus
Learned gender roles can influence the way men and women communicate
Genders conditioned to approach communication in different ways
Boys: compete, negotiate
Girls: confirm, support

20. Nonverbal Messages Messages without words or silent messages
Not spoken or written
Include:
posture facial expressions
voice tone gestures
appearances eye contact

21. Messages Without Words
More impact than verbal message
Being more conscious of nonverbal messages improves communication
Make sure verbal and nonverbal messages are consistent:
message clarity
builds trust

22. Improving Communication through Nonverbal Messages
Eye Contact
Most expressive part of the body
In business setting meet other person’s eyes %
Continuous eye contact may offend
Facial Expressions
Identifies inner feelings and emotions of person
Most observations are accurate

23. Improving Communication through Nonverbal Messages
Gestures
Send messages about you
Meanings vary across cultures
Personal space
Hall identified four “zones” of comfortable distances in the United States
Distances vary across cultures
Watch for signals of discomfort
Leg swinging, foot tapping, or gaze aversion

24. Figure 2.3 - Same sign different meanings

25. Responsibility for Effective Communication
Senders and the receivers share equal responsibility
Senders for sending a clear and concise message
Receivers for receiving the message that the sender intended
Use of feedback to ensure accurate message

26. Steps to Improve Communication
Send clear messages
Use clear and concise words
Use repetition
Use appropriate timing
Consider the receiver’s preferences

27. Steps to Improve Communication
Develop effective listening skills
Listening is a learned behavior
Effective listening can facilitate creativity
Listening may help reduce costs
Active listening, critical listening, and empathic listening

28. Active Listening
Intense involvement and concentration on what one is hearing
Opportunity to:
Gain stronger relationships
Learn new information
Make fewer mistakes

29. Develop Active Listening Skills
Develop a listening attitude
Give the speaker your full attention
Clarify by asking questions
Feed back your understanding of the speaker’s message
Add depth and dimension with critical and empathic listening skills

30. Total Person Insight
Listening effectively to others can be the most fundamental and powerful communication tool of all. When someone is willing to stop talking or thinking and begin truly listening to others, all of their interactions become easier, and communication problems are all but eliminated.
Ken Johnson
Author,

31. Critical Listening Attempt to see topic from speakers point of view
Listen for evidence
Analyze source validity and credibility
Avoid perpetuating erroneous information
Ask “why have I been given this information”

32. Empathic Listening
Listening with the intent to understand how the person feels
People often have need to talk without expectation of advice or guidance
Listening with “ears, eyes and heart”
Avoid being judgmental
Acknowledge what is said
Be patient
Rare in American culture

33. Communication Channels in Organizations
Organizations depend on teamwork
Good communication builds teamwork by enhancing trust
Use both formal and informal channels

34. Formal Channels Horizontal channels Vertical channels
People on the same level
Vertical channels
Top through lowest levels
Less opportunity for feedback
Upward flow highly susceptible to distortion
helps avoid misinterpreting, sabotaging, or blocking
Sensitive matters should be face to face

35. Informal Channels: The Grapevine
Carries unofficial information
Exists in all organizations
Can be both positive and negative
Information passes quickly
Can clarify message from formal channels
Provides for employees’ social needs
Messages can be distorted, abbreviated, exaggerated, or completely inaccurate
“Verbal terrorism”

36. Improving Organizational Communication
Encourage upward communication
employees sharing feelings and ideas with management
Remove barriers that prevent open communication
builds trust among all employees, regardless of position

37. Communicating via Technology
Traditional
memos
letters
phone calls
face-to-face conversations
High-tech
virtual office telecommuting
cellular phone
instant messaging
fax modem
electronic documents
voice mail

38. Communicating via Technology
Advantages
Time efficiency
Cost effectiveness
Disadvantages
Receiver’s impressions
Frustration and stress
Must be used with care to avoid miscommunication

39. Voice Mail Avoid phone tag For incoming calls:
Update your recorded message
Include your first and last names, and when you will be retrieving your messages
Explain how to reach ‘live’ person for urgent calls

40. Voice Mail When leaving a voice mail message: Be courteous
Speak clearly and slowly
Keep message brief
Establish why you are calling
Give name and contact number
State the best time to reach you

41. E-Mail Advantages Disadvantages Faster than letter
Record of communication
Disadvantages
Can take longer than other methods
Careful planning and writing skills required

42. Guidelines for E-Mail Know your company’s e-mail and blog policies
Create an appropriate address and signature
Use the Subject: line
Watch your language

43. E-mail Tips Do not send when angry or exhausted
Do not substitute for face-to-face meetings
Scan subject lines
Always try to have error-free messages
Do not use to share rumors, innuendos, or sensitive information
Avoid unprofessional abbreviations

44. Chapter Review Communication process and filters that affect it
Impersonal one-way communication is best to share basic facts, policies, and instructions
Interpersonal two-way communication is best when feedback is necessary
Two-way communication is often a complex process

45. Chapter Review How filters can distort communication
Sender and receiver filters
Semantics
Emotions
Language/culture
Attitudes
Role expectations
Gender-specific focus
Nonverbal messages

46. Chapter Review Ways to improve communication skills
The sender and the receiver share equal responsibility for effective communication
Send clear messages by choosing words carefully, using repetition, timing the message correctly, and considering the receivers’ preferences
Receive with active, critical, and empathic listening

47. Chapter Review
Communication flow in organizations and methods for improvement
Formal communication channels can be vertical or horizontal
The grapevine can rapidly transmit true and untrue information
Progressive organizations are constantly searching for ways to improve upward communication

48. Chapter Review Effective communication using technology
Virtual offices are now quite common
The increase in the use of , voice mail, teleconferencing and other technology methods often create human relations problems
Communication must still be carefully created before it is transmitted