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
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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
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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
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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
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6. The Communication Process
Basic communication process is always the same
Differences in:
people
cultures, countries, lifestyles
methods
technology, face to face
individual interpretation
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7. The Communication Process
All organizational communication is on a continuum
Impersonal
Interpersonal
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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
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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
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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
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11. Interpersonal Communication
Advantages:
Builds stronger, more personal relationships
Sender can be sure the message was understood
Limitations:
Takes time
Often not feasible
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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
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13. Effective Communication
Composed of three basic elements:
A sender
A receiver
An understood message
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14. Figure 2.1 Diagram of Simple Communication Process
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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
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16. Figure 2.2 Diagram of More Complex Communication Process
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17. Communication Filters
Semantics
Emotions
Attitudes
Role expectations
Gender bias
Nonverbal messages
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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
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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
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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
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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
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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
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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
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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
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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
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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”
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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
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28. Nonverbal Messages Messages without words or silent messages
Not spoken or written
Include:
posture facial expressions
voice tone gestures
appearances eye contact
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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
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30. Figure 2.3 The Impact of Nonverbal Messages
Source: Silent Messages by Albert Mehrabian (Wadsworth: 1981).
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31. Eye Contact Transmit more information than any other part of the body
Western standard in business setting:
meet other person’s eyes %
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32. Facial Expressions Identifies inner feelings and emotions of person
Most observations are accurate
“Wearing your emotions on your sleeve”
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33. Gestures Messages indicating reaction to situation
Should command respect
Meanings vary across cultures
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34. Personal Space Used to define relationships
Edward Hall identified “zones” of comfortable distances
Distances vary across cultures
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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
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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
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37. Steps to Improve Communication
Send clear messages
Develop active listening skills
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38. Send Clear Messages Use simple, clear and concise words Use repetition
Use appropriate timing
Consider the receiver’s preferences
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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
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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
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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
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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
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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
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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
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45. Develop Empathic Listening Skills
Adopt three practices:
Avoid being judgmental
Accept what is said
Be patient
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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
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47. Formal Channels Formal channels used for official information
Two types
Vertical
Horizontal
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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
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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
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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
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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
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52. Communicating via Technology
Advantages
Time efficiency
Cost effectiveness
Disadvantages
Receiver’s impressions
Frustration and stress
Must be used with care to avoid miscommunication
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53. Voice Mail Voice mail tag
exchange of several voice mails without successful transmission of the message
Avoid counterproductive exercise in frustration
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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
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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
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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
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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
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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
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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
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60. Summary
Age of information has generated rapid advances in communications technology
But technology needs people to make it work
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61. Summary
No longer a need to communicate more; instead, learn to communicate more effectively
Need to understand the communication process
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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
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63. Summary Communication is often filtered through semantics emotions
attitudes
role expectations
gender bias
nonverbal messages
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64. Summary Nonverbal body language conveys thoughts and feelings through
eye contact
facial expressions
gestures
use of personal space
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65. Summary Individuals can improve communication by:
making their messages clearer
using repetition and good timing
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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
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67. Summary
Communications superhighway has created tremendous opportunities
Global marketplace has prompted companies to train employees in cross-cultural communication
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