1. Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication Defining sexual harassment Tips for using technology to communicate Overcoming Obstacles to Communication in Organizations 1 Copyright Cengage © 2011

2. Consider this... Communication barriers are like roadblocks: they bring communication to a complete halt. Communication obstacles are more like potholes: they can cause uncomfortable bumps and jars, but with skill and training you can learn to avoid them. Communication barriers are like roadblocks: they bring communication to a complete halt. Communication obstacles are more like potholes: they can cause uncomfortable bumps and jars, but with skill and training you can learn to avoid them. Copyright Cengage © 20112

3. Technology, a song writer and United Airlines: A Case Study  Read or describe the case study  Answer the following questions:  Was United Airlines action to repair the damage adequate?  What action should United take to prevent future customer service incidents?  Is technology an advantage or obstacle to communication? Tim Boyle/Getty Images 3Copyright Cengage © 2011

4. Obstacles to Communication  Communicator anxiety  Situational Anxiety  Inadequate preparation  Vague instructions  Jumping to conclusions  Bypassing  Sexual harassment  Communication technology 4Copyright Cengage © 2011

5. Communicator Anxiety Situational -- Situational -- anxiety caused by factors present in a specific speaking situation Trait -- Trait -- internal anxieties an individual brings to the speaking situation Types include... © Roger Persson 5Copyright Cengage © 2011

6. Managing Situational Anxiety  Prepare and practice!  Warm up  Concentrate on meaning  Use a relaxing introduction  Use deep breathing  Use visual aids © Roger Persson 6Copyright Cengage © 2011

7.  Genetic endowment  Experiences  Perception of current situation Factors that influence Trait Anxiety NOVA Development 7Copyright Cengage © 2011

8. Managing Trait Anxiety  Use positive imagery or visualization> © Annie Dowie 8Copyright Cengage © 2011

9. Positive Imagery Defined Creating a positive, vivid & detailed mental image of yourself confidently giving a successful presentation.” © Jason Harris 9Copyright Cengage © 2011

10. We act as the person we “see” ourselves to be 10Copyright Cengage © 2011 © Roger Persson Positive Imagery

11. Visualization is the Key Words + Vivid Mental Pictures +Feelings =Confidence AP/Wide Photos 11Copyright Cengage © 2011

12. Managing Trait Anxiety (Con’t)  Use your imagination  See yourself as the speaker you want to be  Picture yourself being successful  Remember  Remember: Words + vivid mental pictures + feelings = confidence  Read a positive imagery exercise (p. 162)  Use positive imagery or visualization © Annie Dowie 12Copyright Cengage © 2011

13. Other anxiety reducing methods  Systematic desensitization  Learning to relax with deep muscle relaxation and breathing  Learning to Remain relaxed while visualizing a series of communication situations progressing from low anxiety to high anxiety (McCroskey, 1972; Richmond & McCroskey, 1998). Copyright Cengage © 201113

14. Other anxiety reducing methods  Cognitive restructuring  Identifying irrational self-talk that produces speaker anxiety  Developing alternative coping statements, and (3) practicing the coping statements in stressful situations (Ellis, 2004; Fremouw & Scott, 1979). Copyright Cengage © 201114

15. Other anxiety reducing methods  Skills training  Identifying reasonable speaking goals  Determining behaviours or skills needed to achieve each goal  Developing procedures for judging the success of each goal (Duff et al, 2007; Kelley, 1989; Phillips, 1991) Copyright Cengage © 201115

16. Improving Instructions  Begin with overall picture  Use few words  Make words specific & easy to understand  Number or “signpost” objects or steps  Use simple comparisons  Use repetition  Use good delivery techniques “Project F” on p. 158 16Copyright Cengage © 2011

17. Awareness Check: Meanings of Terms Directions: Decide what percentage of certainty (from 0 to 100 percent) is implied when you use each of the following terms—for example, if you tell someone that your attendance at the staff party is “likely,” do you mean there is an 85 percent chance of being there, a 30 percent chance, or what? Write the percentage that expresses your usual meaning next to each term. Ask three other people to do the same thing, and compare answers. You can take this quiz online and view the answers at your Premium Website for Communicating for Results. TERMS COMMONLY USED IN BUSINESS _____1. Absolute _____6. Possible _____2. Certain _____7. Probable _____3. A cinch _____8. Risky _____4. Indefinite _____9. Settled _____5. Open to question _____10. A sure thing _____11. A toss-up * Adapted from Schneider, Donaghy, & Newman, 1975, pp. 22–23. Copyright Cengage © 201117

18. Sexual Harassment Defined Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when this conduct explicitly or implicitly affects an individual’s employment, unreasonably interferes with an individual’s work performance, or creates an intimidating, hostile, or offensive work environment. (U.S. EEOC, 2009) 18Copyright Cengage © 2011

19. Basic Concepts in Sexual Harassment  Quid pro quo (“something for something”)  Sexual favors for job perks  Punishment for rejection of sexual overtures  Hostile work envrionment  Work conditions are sexually intimidating or offensive  Conditions interfere with job performance Copyright Cengage © 201119

20.  Review organizational policies  Project friendly but professional image  Confront harasser in assertive manner  Document incidents of harassment  Report incident to supervisor  Weigh consequences of further action 20Copyright Cengage © 2011 Dealing with sexual harassment

21.  Employees learn the system rapidly  Social contacts are valuable in later work tasks  Improved quality of work life  Enhanced creativity Communication Technology Advantages to e-mail and IM’s... 21Copyright Cengage © 2011

22. Communication Technology  Legal for employers to inspect employee e-mail  Senders seldom proof-read for content or tone  People respond to e-mail, IM’s, & blogs even when uncertain or angry  Senders overlook the value of mirroring others’ sensory channels Disadvantages to e-mail, IM, & Blogs... 22Copyright Cengage © 2011

23. Videoconferencing  Less emotion and conflict  Participation more organized  Decision-making equal to face-to-face  Participation more equal  Less satisfying than face-to-face Characteristics of electronic meetings... 23Copyright Cengage © 2011

24. Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication Defining sexual harassment Tips for using technology to communicate Overcoming Obstacles to Communication in Organizations 24 Copyright Cengage © 2011