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Improving Personal and Organizational Communications

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Presentation on theme: "Improving Personal and Organizational Communications"— Presentation transcript:

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

2 Chapter Preview: Improving Personal & Organizational Communication
Impact of advanced technology Impersonal versus interpersonal communication Communication process and filters that affect it Ways to improve communication skills Communication flow in organizations and methods for improvement Communicating effectively using technology Copyright © Houghton Mifflin Company. All rights reserved.

3 Advanced Technology's Impact on Communication
Information age is characterized by: rapid advances in technology-based communication communication across language and cultural barriers due to increase in global business increase in volume and speed of messages less face to face communication Copyright © Houghton Mifflin Company. All rights reserved.

4 Advanced Technology's Impact on Communication
E-commerce: ability to instantly buy and sell products or services via the World Wide Web requires efficient and effective communication skills utilizing the latest technology advances Copyright © Houghton Mifflin Company. All rights reserved.

5 Advanced Technology's Impact on Communication
Need to balance technology with human touch Technology can enhance and create a barrier to effective communication Too much information can lead to frustration and breakdown in communication Copyright © Houghton Mifflin Company. All rights reserved.

6 The Communication Process
Basic communication process is always the same Differences in: people cultures, countries, lifestyles methods technology, face to face individual interpretation Copyright © Houghton Mifflin Company. All rights reserved.

7 The Communication Process
All organizational communication is on a continuum Impersonal Interpersonal Copyright © Houghton Mifflin Company. All rights reserved.

8 Impersonal Communication
One-way information giving process Transmit or transfer of information Used to give basic information: company policies instructions facts Methods include: memos letters voice mail manuals bulletin boards Copyright © Houghton Mifflin Company. All rights reserved.

9 Impersonal Communication
Advantage: Easy ways to get the word out Limitation: Limited feedback from receiver Understanding of message not know Timing of message not controlled Copyright © Houghton Mifflin Company. All rights reserved.

10 Interpersonal Communication
Two-way communication Verbal exchange of thoughts or information between two or more people Descriptions include: share discuss argue interact Formats include: meetings interviews phone calls classes Response from receiver necessary for effectiveness Copyright © Houghton Mifflin Company. All rights reserved.

11 Interpersonal Communication
Advantages: Builds stronger, more personal relationships Sender can be sure the message was understood Limitations: Takes time Often not feasible Copyright © Houghton Mifflin Company. All rights reserved.

12 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 Copyright © Houghton Mifflin Company. All rights reserved.

13 Effective Communication
Composed of three basic elements: A sender A receiver An understood message Copyright © Houghton Mifflin Company. All rights reserved.

14 Figure 2.1 Diagram of Simple Communication Process
Copyright © Houghton Mifflin Company. All rights reserved.

15 Complex Communication
Most communications are more 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 interpreted Copyright © Houghton Mifflin Company. All rights reserved.

16 Figure 2.2 Diagram of More Complex Communication Process
Copyright © Houghton Mifflin Company. All rights reserved.

17 Communication Filters
Semantics Emotions Attitudes Role expectations Gender bias Nonverbal messages Copyright © Houghton Mifflin Company. All rights reserved.

18 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 Copyright © Houghton Mifflin Company. All rights reserved.

19 Language and Cultural Barriers
English has been the dominant language Considerations when using English with non-native speakers speak slowly, clearly avoid slang Multilingual transactions more common with growth of transnational companies Copyright © Houghton Mifflin Company. All rights reserved.

20 Language and Cultural Barriers
Culture An accumulation of values, forms of expression, beliefs, and language Shapes one's interpretations of what events mean communication problems can be caused by conflicting cultural assumptions Copyright © Houghton Mifflin Company. All rights reserved.

21 Language and Cultural Barriers
Cultures have different standards for how fast you should talk how much you should talk how long you should pause between ideas how long you should wait after someone finishes talking before you say something Copyright © Houghton Mifflin Company. All rights reserved.

22 Language and Cultural Barriers
Culture is getting more attention because of globalization rapid increases in immigrant groups growing support for cultural diversity by employers Copyright © Houghton Mifflin Company. All rights reserved.

23 Language and Cultural Barriers
Remember: Your words and gestures may influence how the other person is interpreting your message Avoid making judgments about others' messages if they are coming from a culture different from your own Copyright © Houghton Mifflin Company. All rights reserved.

24 Emotions Powerful communication filter
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 Copyright © Houghton Mifflin Company. All rights reserved.

25 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 Copyright © Houghton Mifflin Company. All rights reserved.

26 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” Copyright © Houghton Mifflin Company. All rights reserved.

27 Gender-Specific Focus
Learned gender roles can influence the way men and women communicate Genders conditioned to approach communication in different ways Boys: take charge Girls: facilitative and cooperative Most recent research contents genders more alike than different Copyright © Houghton Mifflin Company. All rights reserved.

28 Nonverbal Messages Messages without words or silent messages
Not spoken or written Include: posture facial expressions voice tone gestures appearances eye contact Copyright © Houghton Mifflin Company. All rights reserved.

29 Nonverbal Messages 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 Copyright © Houghton Mifflin Company. All rights reserved.

30 Figure 2.3 The Impact of Nonverbal Messages
Source: Silent Messages by Albert Mehrabian (Wadsworth: 1981). Copyright © Houghton Mifflin Company. All rights reserved.

31 Eye Contact Transmit more information than any other part of the body
Western standard in business setting: meet other person’s eyes % Copyright © Houghton Mifflin Company. All rights reserved.

32 Facial Expressions Identifies inner feelings and emotions of person
Most observations are accurate “Wearing your emotions on your sleeve” Copyright © Houghton Mifflin Company. All rights reserved.

33 Gestures Messages indicating reaction to situation
Should command respect Meanings vary across cultures Copyright © Houghton Mifflin Company. All rights reserved.

34 Personal Space Used to define relationships
Edward Hall identified “zones” of comfortable distances Distances vary across cultures Copyright © Houghton Mifflin Company. All rights reserved.

35 Comfort Zones Intimate Distance Touching to 18 inches
Personal Distance From 18 inches to 4 feet Social Distance From 4 feet to 12 feet Public Distance From 12 feet to 15 feet Copyright © Houghton Mifflin Company. All rights reserved.

36 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 Copyright © Houghton Mifflin Company. All rights reserved.

37 Steps to Improve Communication
Send clear messages Develop active listening skills Copyright © Houghton Mifflin Company. All rights reserved.

38 Send Clear Messages Use simple, clear and concise words Use repetition
Use appropriate timing Consider the receiver’s preferences Copyright © Houghton Mifflin Company. All rights reserved.

39 Develop Listening Skills
Listening is a learned behavior Studies show poor listening habits People listen at a 25 percent efficiency rate About 75 percent of the messages are missed Listening should be “active or generous” not passive Copyright © Houghton Mifflin Company. All rights reserved.

40 Active or Generous Listening
Intense involvement and concentration on what one is hearing Opportunity to: Gain stronger relationships Learn new information Make fewer mistakes Copyright © Houghton Mifflin Company. All rights reserved.

41 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 Copyright © Houghton Mifflin Company. All rights reserved.

42 Total Person Insight Listening well is at the heart of intimacy and connection. When we are able to listen to another person with attention and care, that person feels validated and enhanced. Harriet Lerner Author, The Dance of Connection Copyright © Houghton Mifflin Company. All rights reserved.

43 Critical Listening Organized cognitive process to carefully examine the thinking of others Attempt to see topic from speakers point of view Especially important when emotions are involved Important during impersonal and interpersonal communication Copyright © Houghton Mifflin Company. All rights reserved.

44 Empathic Listening Listening with the intent to understand how the person feels One often has need to talk without expectation of advice or guidance Listening with “ears, eyes and heart” Rare in Western culture Copyright © Houghton Mifflin Company. All rights reserved.

45 Develop Empathic Listening Skills
Adopt three practices: Avoid being judgmental Accept what is said Be patient Copyright © Houghton Mifflin Company. All rights reserved.

46 Communication Channels in Organizations
Organizations depend on teamwork Good communication builds teamwork by permitting two-way communication unifying group behavior Use both formal and information channels Copyright © Houghton Mifflin Company. All rights reserved.

47 Formal Channels Formal channels used for official information
Two types Vertical Horizontal Copyright © Houghton Mifflin Company. All rights reserved.

48 Formal Channels Vertical channels Horizontal channels
between top and lowest levels often via impersonal methods less opportunity for feedback Horizontal channels people on the same level often via interpersonal methods Copyright © Houghton Mifflin Company. All rights reserved.

49 Informal Channels Also known as the “grapevine”
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 Copyright © Houghton Mifflin Company. All rights reserved.

50 Improving Organizational Communication
Develop an effective listening environment Encourage upward communication employees sharing feelings and ideas with management Remove barriers that prevent open communication builds trust among all employees, regardless of position Copyright © Houghton Mifflin Company. All rights reserved.

51 Communicating via Technology
Traditional memos letters phone calls face-to-face conversations High-tech virtual office telecommuting cellular phone fax modem electronic documents voice mail Copyright © Houghton Mifflin Company. All rights reserved.

52 Communicating via Technology
Advantages Time efficiency Cost effectiveness Disadvantages Receiver’s impressions Frustration and stress Must be used with care to avoid miscommunication Copyright © Houghton Mifflin Company. All rights reserved.

53 Voice Mail Voice mail tag
exchange of several voice mails without successful transmission of the message Avoid counterproductive exercise in frustration Copyright © Houghton Mifflin Company. All rights reserved.

54 Voice Mail For incoming calls:
Keep your recorded message updated daily Practice your greeting before recording it Include your first and last names, and the date Include when you will be retrieving your messages Explain how to reach ‘live’ person for urgent calls Copyright © Houghton Mifflin Company. All rights reserved.

55 Voice Mail When retrieving your voice mail:
Keep a notepad beside your phone Write down the essential information you need for calls you want to return; then delete them Return calls promptly Copyright © Houghton Mifflin Company. All rights reserved.

56 Voice Mail When leaving a voice mail message: Be courteous
Speak clearly and slowly Keep message short and simple Establish why you are calling Give name and contact number Let receiver know when you will be available or set a time when you will call again Copyright © Houghton Mifflin Company. All rights reserved.

57 E-Mail Advantages Disadvantages Fast
Alternative if not comfortable with face to face Great equalizer Can eliminate gender or racial biases Disadvantages Can take longer than other methods Careful planning and writing skills required Copyright © Houghton Mifflin Company. All rights reserved.

58 Guidelines for E-Mail Know your company’s e-mail policy
Create an appropriate address and signature Use the Subject: line Watch your language Avoid forwarding junk mail Copyright © Houghton Mifflin Company. All rights reserved.

59 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 Copyright © Houghton Mifflin Company. All rights reserved.

60 Summary Age of information has generated rapid advances in communications technology But technology needs people to make it work Copyright © Houghton Mifflin Company. All rights reserved.

61 Summary No longer a need to communicate more; instead, learn to communicate more effectively Need to understand the communication process Copyright © Houghton Mifflin Company. All rights reserved.

62 Summary Two types of communication Impersonal Interpersonal
one-way method used to share basic facts, policies, and instructions that require no feedback from a receiver Interpersonal two-way exchange in which the receiver understands the message in the same way as the sender intended it Copyright © Houghton Mifflin Company. All rights reserved.

63 Summary Communication is often filtered through semantics emotions
attitudes role expectations gender bias nonverbal messages Copyright © Houghton Mifflin Company. All rights reserved.

64 Summary Nonverbal body language conveys thoughts and feelings through
eye contact facial expressions gestures use of personal space Copyright © Houghton Mifflin Company. All rights reserved.

65 Summary Individuals can improve communication by:
making their messages clearer using repetition and good timing Copyright © Houghton Mifflin Company. All rights reserved.

66 Summary Organizational communication Two channels
builds team work unifies group behavior Two channels Formal vertical or horizontal Informal grapevine Improve by creating channels for upward communication Copyright © Houghton Mifflin Company. All rights reserved.

67 Summary Communications superhighway has created tremendous opportunities Global marketplace has prompted companies to train employees in cross-cultural communication Copyright © Houghton Mifflin Company. All rights reserved.


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