Download Human Relations 7e - Bakersfield College

Chapter 2
Improving Interpersonal
Communications
Learning Objectives
After studying Chapter 2, you will be able to:
 Understand
the communication process.
 Identify
and explain the filters that affect
communication.
 Identify
ways to improve personal
communication, including developing listening
skills.
 Learn
how to effectively communicate through
technology.
© 2012 Cengage Learning. All rights reserved.
2–2
Communication in a High-Tech World
• The information age is characterized by:
– Rapid advances in tech-based communication
– Faster and more frequent communication
– A glut of information
How do these dynamics affect us mentally?
How do they affect us relationally?
© 2012 Cengage Learning. All rights reserved.
2–3
The Communication Process
Impersonal
Communication
Interpersonal
One-Way
Communication
Two-Way
Communication
Limited feedback
Feedback essential
Memos, voice mail,
message boards
Meetings, phone calls,
classes
When is it most appropriate to communicate
impersonally? Interpersonally?
© 2012 Cengage Learning. All rights reserved.
2–4
FIGURE 2.1
Diagram of a Simple Communication Process
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2–5
FIGURE 2.2
Diagram of a More Complex Communication Process
© 2012 Cengage Learning. All rights reserved.
2–6
Communication Filters
• Semantics
– The study of the relationship between
words and their meanings
– Abstract terms are subject to more
interpretation of meaning
Think of an instance when assumptions
about word meaning created confusion.
How could the thought have been
communicated more clearly?
© 2012 Cengage Learning. All rights reserved.
2–7
Communication Filters
• Language and Cultural Barriers
– Globalization and workplace diversity require
senders to be considerate when communicating
with non-native English speakers
– Values, expressions, and beliefs influence the
way we interpret verbal and nonverbal
messages
© 2012 Cengage Learning. All rights reserved.
2–8
Communication Filters
• Emotions
– People often fail to hear or understand
messages when their thoughts are clouded
by emotion
• Attitudes
– Negative or positive attitudes about another’s
voice, accent, topic, delivery, gestures, or
dress create resistance or bias to a message
© 2012 Cengage Learning. All rights reserved.
2–9
Communication Filters
• Role Expectations
– A receiver’s receptivity to a message may be
based on the sender’s role or position power
• Gender-Specific Focus
– Gender roles learned in childhood condition
men and women to communicate differently
What role expectations affect the
messages you communicate?
© 2012 Cengage Learning. All rights reserved.
2–10
Communication Filters
• Nonverbal Messages
– Messages communicated without words
through posture, facial expressions, gestures,
eye contact, personal space, and voice tone
What are the consequences of
communicating with consistent
verbal and nonverbal messages?
With inconsistent messages?
© 2012 Cengage Learning. All rights reserved.
2–11
FIGURE 2.3
Same Sign, Different Meanings
© 2012 Cengage Learning. All rights reserved.
2–12
Personal Space
• Intimate distance includes touching to approximately 18
inches from another person that, if entered by strangers,
provokes a defensive response.
• Personal distance, ranging from 18 inches to 4 feet, is
usually reserved for the people we feel close to, such as
spouses or close friends.
• Social distance is 4 to 12 feet and is used for most
business meetings and impersonal social gatherings.
• Public distance, which involves one-way communication
from a speaker to an audience, is 12 to 15 feet.
© 2012 Cengage Learning. All rights reserved.
2–13
How to Improve Personal
Communication
• Developing Effective Listening Skills
– Active listening
• Using intense involvement and concentration
on what one is hearing and seeing
– Critical listening
• Listening while using critical thought to
analyze message content and source
– Empathic listening
• Listening with the intent of understanding
how the other person feels
© 2012 Cengage Learning. All rights reserved.
2–14
Who Is Responsible for Effective
Communication?
• The message sender and receiver share
equal responsibility in good communication
What are the
sender’s
responsibilities?
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What are the
receiver’s
responsibilities?
2–15
How to Improve Personal
Communication
• Send Clear Messages
– Use clear, concise language
– Use repetition
– Use appropriate timing
– Consider the receiver’s preferences
© 2012 Cengage Learning. All rights reserved.
2–16
TABLE 2.1 ACTIVE LISTENING SKILLS
1. Develop a listening attitude.
2. Give the speaker your full attention.
3. Clarify by asking questions.
4. Feed back your understanding of the
speaker’s message.
© 2012 Cengage Learning. All rights reserved.
2–17
Critical Listening:
Listening Analytically
• Does the speaker’s reasoning make sense?
• What evidence is being offered to support
the speaker’s views?
• Do I know each point to be valid based on
my own experience?
• Is each point based on a source that can be
trusted?
© 2012 Cengage Learning. All rights reserved.
2–18
Empathic Listening
Empathic
Listening
Avoid being
judgmental
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Acknowledge
what is said
Be patient
2–19
How to Improve Personal
Communication
• Use Constructive Self-Disclosure
– Self-disclosure
• Revealing to others what you think, feel, or want
– Self-description
• Disclosing nonthreatening personal information
– Benefits of self-disclosure
•
•
•
•
Increased accuracy in communication
Reduction of stress
Increased self-awareness
Stronger relationships
© 2012 Cengage Learning. All rights reserved.
2–20
Formal Channels of Communication
V
e
r
t
I
c
a
l
Official information travels up and
down through all levels of authority
Official information travels between
people of the same level of authority
Horizontal
© 2012 Cengage Learning. All rights reserved.
2–21
Communication in Organizations
• Informal Channel:
The Grapevine
– Carries unofficial
information in many
directions
(C is out of the loop!!)
D
A
B
C
F
E
How is the grapevine positive?
How is it negative?
© 2012 Cengage Learning. All rights reserved.
2–22
Improving Organizational Communication
• Encourage upward communication of
feelings and ideas from employees to
managers
• Remove barriers that prevent open
communication
What barriers may exist in an
organization that prevent open
communication?
© 2012 Cengage Learning. All rights reserved.
2–23
Communicating Via Technology
• The increased use of telecommunication
technologies that allow employees to
telecommute and\or set up virtual offices is
creating challenges in communicating and
relating with others
Brainstorm the
ADVANTAGES
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Brainstorm the
DISADVANTAGES
2–24
Minimizing Telephone Tag
• Receiver
– Update recorded
message
– Explain how to
contact a ‘live’ person
for urgent calls
– State best time to call
you
© 2012 Cengage Learning. All rights reserved.
• Caller
– State a brief purpose
for your call
– Give your first and
last name
– Leave your contact
number(s)
2–25
Email Etiquette and Tips
•
•
•
•
Create an appropriate address
Use the Subject line in your message
Proofread and edit messages
Do not use unprofessional language and
abbreviations
• Do not send messages when angry
• Do not try to substitute email for face-to-face
meetings–when appropriate
© 2012 Cengage Learning. All rights reserved.
2–26
TABLE 2.2 E-MAIL TIPS
• Do not send e-mail when you are angry or exhausted.
• When a face-to-face meeting is necessary, do not use e-mail as a substitute.
• When receiving large amounts of e-mail, selectively choose which ones you
want to read by scanning the subject lines and deleting those that do not need
a response.
• Make every attempt to create e-mail messages that are error free.
• Do not use e-mail to share rumors or innuendos or to say anything sensitive or
critical that touches on someone’s job competence.
• Confine junk e-mail or personal e-mail to your friends to your home computer;
never transmit it through your company’s computer system.
• Check your spam blocker to see whether legitimate e-mail has been blocked.
© 2012 Cengage Learning. All rights reserved.
2–27
The Pursuit of Speed
in Communication
• Instant Messaging (IM)
– Real-time typed-text networked communication
that is faster and more casual than e-mail
• Text Messaging (TM)
– Real-time typed-text communication sent via
cell phone or other handheld device
• Twitter
– A free social networking service that enables its
users to send and read messages (tweets) to
subscribers (followers)
© 2012 Cengage Learning. All rights reserved.
2–28
KEY TERMS
impersonal communication
self-disclosure
interpersonal communication
self-description
feedback
self-awareness
semantics
virtual offices
nonverbal messages
telecommuting
active listening
instant messaging
critical listening
text messaging
empathic listening
Twitter
© 2012 Cengage Learning. All rights reserved.
2–29