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Chapter 11 Communicating For Effectiveness 1 Learning Objectives Describe the communication process. Discuss how to choose the appropriate communication medium. Explain how perception, inferences, language, and status can lead to communication breakdown. Identify eight ways to overcome barriers to communication and achieve effective communication. Outline the four steps in the communication process. Describe the importance of using language in effective communication. 2 Learning Objectives (contd.) Discuss ten guidelines for developing effective listening habits. Identify four ways for improving writing skills. Explain the four parts of PLAN (purpose, logistics, audience, nonverbal communication) for improving speaking skills. Discuss gender differences in communication style. Describe technology’s impact on communication. 3 The Communication Process Communication is the process of transmitting meanings from sender to receiver Encoding is translating a message into an intelligible code Decoding is interpretation of the message by the receiver 4 Steps in the Encoding Process 1. The sender thinks through the ideas to be communicated 2. The sender translates these ideas into some code or symbol 5 Figure 11.1 The Communication Process in Action Message is thought through AND put into words and/or symbols Message is transmitted via a particular medium Encoding Process (Sender) Transmission (Channel) Message is received AND decoded and interpreted Decoding Process (Receiver) 6 Table 11.1 The Association of Moods With Colors (Selected) Mood Color Exciting, stimulating Secure, comfortable Distressed, disturbed, upset Tender, soothing Protective, defending Calm, peaceful, serene Dignified, stately Red Blue Orange Blue Red Blue Purple 7 Information Richness … is the potential informationcarrying capacity of data 8 Barriers to Communication 1. Perception – a person’s view of reality 2. Inference – an assumption made by the receiver of a message 3. Language 4. Status – a person’s relative rank 9 Steps in the Communication Process 1. Attention – the overcoming of message competition 2. Understanding – involves comprehension of the message 3. Acceptance – means compliance 4. Action – requires that the receiver do what was expected 10 Empathy … means putting oneself in another person’s place 11 Proxemics … deals with the way people use physical space to communicate 12 Some Communication Differences Between Men and Women Table 11.3 Linguistic Characteristic Men Women Asking questions Not very likely to do so More likely to do so than men Giving feedback Tend to be blunt and direct Tend to be tactful and to temper criticism with praise Offering compliments Restrictive with their praise Fairly generous with their praise Showing confidence Not very likely to indicate when they are unsure about something More likely to indicate uncertainty about an issue 13 Table 11.3 (contd.) Linguistic Characteristic Men Women Making apologies Tend to avoid saying they are sorry because it makes them “look bad” More likely to say “I’m sorry” when they make a mistake Taking credit More likely to take credit for achievements (“I did that” More likely to share credit (“we did that” Use of indirectness More likely to be indirect when admitting they do not know something or admitting that they made a mistake (“This report was late” rather than “I was late submitting the report”) More likely to be indirect when telling others something that needs to be done (“This is what needs to be done” rather than “This is what I want you to do”) 14 Key Terms in the Chapter Communication Encoding Decoding Perception Inference Status Attention Understanding Acceptance Action Empathy Proxemics Information richness Linguistic style 15