1. Communication: The Essential Skill Human Relations

2. What is communication? The process by which we exchange information through a common system of symbols, signs, or behavior. Human Relations

3. Why do we study communication? Because managers and employees are communicators. Human Relations

4. Can we ever not communicate? Human Relations  Listening  Reading/Seeing  Body Language  Listening  Reading/Seeing  Body Language

5. A Model of the Communication Process SENDER RECEIVER Message encoded Message decoded Message Feedback Feedback decoded “Noise”: culture, values, traditions. Feedback encoded Frame of Reference

6. The Importance of Feedback Human Relations When Face to Face:  Ask questions to determine if you have been understood.  Ask the receiver to restate what you have said.  Watch for signs of understanding – nodding; frowning. When Face to Face:  Ask questions to determine if you have been understood.  Ask the receiver to restate what you have said.  Watch for signs of understanding – nodding; frowning. Not Face to Face:  Request a written answer to a written message.  Ask when the reply will be coming.  Persist until a response is received from the receiver. Not Face to Face:  Request a written answer to a written message.  Ask when the reply will be coming.  Persist until a response is received from the receiver.

7. Barriers to Communication Human Relations SensesSenses SemanticsSemantics EmotionsEmotions ExpectationsExpectations PersonalityPersonality SensesSenses SemanticsSemantics EmotionsEmotions ExpectationsExpectations PersonalityPersonality PrejudicePrejudice ChangesChanges Poor organizationPoor organization Info OverloadInfo Overload Poor ListeningPoor Listening PrejudicePrejudice ChangesChanges Poor organizationPoor organization Info OverloadInfo Overload Poor ListeningPoor Listening

8. Ten Keys to Effective Listening

9. Improving Verbal Communication Human Relations VoiceVoice Word ChoiceWord Choice “I” Phrases“I” Phrases Follow upFollow up VoiceVoice Word ChoiceWord Choice “I” Phrases“I” Phrases Follow upFollow up Speak upSpeak up Choose the right levelChoose the right level DiscretionDiscretion Speak upSpeak up Choose the right levelChoose the right level DiscretionDiscretion

10. Improving Written Communication Human Relations  Sentence Length  Wordiness  Organization  Appropriate Tone  Clearly Stated Purpose  Sentence Length  Wordiness  Organization  Appropriate Tone  Clearly Stated Purpose  Complete  Concise  Correct  Clear  Complete  Concise  Correct  Clear

11. Nonverbal Communication Messages sent through human actions and behavior rather through words.Messages sent through human actions and behavior rather through words. Most nonverbal communication is unconscious or subconscious.Most nonverbal communication is unconscious or subconscious. Occurs mostly face-to-face.Occurs mostly face-to-face. Three factors in message interpretation.Three factors in message interpretation. Verbal Impact: 7 percent. Verbal Impact: 7 percent. Vocal Impact: 38 percent. Vocal Impact: 38 percent. Facial Impact: 55 percent. Facial Impact: 55 percent. Messages sent through human actions and behavior rather through words.Messages sent through human actions and behavior rather through words. Most nonverbal communication is unconscious or subconscious.Most nonverbal communication is unconscious or subconscious. Occurs mostly face-to-face.Occurs mostly face-to-face. Three factors in message interpretation.Three factors in message interpretation. Verbal Impact: 7 percent. Verbal Impact: 7 percent. Vocal Impact: 38 percent. Vocal Impact: 38 percent. Facial Impact: 55 percent. Facial Impact: 55 percent.

12. The Ability to Manage Communication Dimensions

13. Selling Without Words (Nonverbal Communication)  Body Language Includes facial expressions, shifts in posture and stance, and movement of body limbs.Includes facial expressions, shifts in posture and stance, and movement of body limbs. Warning signals that the listener is either not understanding or not accepting the message:Warning signals that the listener is either not understanding or not accepting the message: Rubbing the nose Rubbing the nose Resting the head in the hands with elbows on the desk Resting the head in the hands with elbows on the desk Finger under collar or rubbing back of neck Finger under collar or rubbing back of neck Crossed arms or legs Crossed arms or legs Pulling the ear Pulling the ear Leaning back in chair with hands on head Leaning back in chair with hands on head  Body Language Includes facial expressions, shifts in posture and stance, and movement of body limbs.Includes facial expressions, shifts in posture and stance, and movement of body limbs. Warning signals that the listener is either not understanding or not accepting the message:Warning signals that the listener is either not understanding or not accepting the message: Rubbing the nose Rubbing the nose Resting the head in the hands with elbows on the desk Resting the head in the hands with elbows on the desk Finger under collar or rubbing back of neck Finger under collar or rubbing back of neck Crossed arms or legs Crossed arms or legs Pulling the ear Pulling the ear Leaning back in chair with hands on head Leaning back in chair with hands on head Human Relations Visual Communication Expresses a Person’s Feelings and Emotions

14. Nonverbal Communication http://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entries http://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entrieshttp://members.aol.com/nonverbal2/entries.ht m#Entries

21. Dutch Soccer SupporterSupporter

22. Proxemics: The physical distance individuals prefer to maintain between themselves and others.  It is best to carefully test for the listener’s comfort zone.  Four to twelve feet could be a good distance in which to begin a conversation.  Successful communicators move closer when listener appears to be in agreement.  Comfort zones tend to change with sex, status, or age.  The closest zone should be entered only by invitation or during a handshake.  It is best to carefully test for the listener’s comfort zone.  Four to twelve feet could be a good distance in which to begin a conversation.  Successful communicators move closer when listener appears to be in agreement.  Comfort zones tend to change with sex, status, or age.  The closest zone should be entered only by invitation or during a handshake. Human Relations

23. A Continuum of Channel Richness Memos, letters TelephoneTelephone Face-to-face talk talkFace-to-face Electronic mail Formal reports, bulletins bulletins Low channel richness High channel richness Advantages Provides record Premeditated Easily disseminated Disadvantages Impersonal One-way Slow feedback Advantages Personal Two-way Fast feedback Disadvantages No record Spontaneous Dissemination hard