Download Module-8 - The Business Community

Module Eight: Conversation
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Talk to Your Neighbour
• Discuss how you think you will do on
the next test in this class – and why
you think you’ll get the mark you
think you will
• Complete “Test Yourself” on page
169 of your text
• Complete “How Did You Do?”
• Email your interpretation
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word/words to me
Emotions involve at least three parts:
• Body – Most obvious reactions; blushing, sweating
palms, smiling.
• Mind – Involves evaluations and interpretations
• Evaluations of what happens have greater influence
than what actually happens
• Culture – Framework both for interpreting emotions
and expressing emotions; saving face, revealing true
feelings.
Body, Mind, and Culture in
Emotions
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Emotions are
• always important.
• not the same as expressions.
• communicated verbally and
nonverbally.
• good and bad.
• contagious.
Principles of Emotional
Conversation
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• Social rules and customs
Training early in life when boys are taught not to
cry and girls are encouraged to express emotions
openly
• Fear of exposing weakness
Being vulnerable for attack and may lead to
conflict
• Inadequate interpersonal skills
Many people cannot effectively communicate
their feelings.
Obstacles in
Communicating Emotions
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Intrapersonal Tasks
• Understand your emotions.
• Decide if you wish to express your feelings.
• Assess your communication options.
Tasks for Expression
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Describe your feelings.
Identify the reasons for your feelings.
Anchor your feelings to the present.
Own your own feelings.
Guidelines for
Communicating Emotions
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• Get ready to communicate calmly and logically.
• Examine your communication options.
• Consider the advantages of delaying the expression
of anger.
• Remember that different cultures have different
norms for what is and what is not appropriate to
display.
• Apply the relevant skills of interpersonal
communication.
• Recall the irreversibility of communication.
Anger Communication
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• Opening: “Hi! What’s going on?”
• Feedforward: “I hate to bother you, but...”
• Business: “I’ve just found a new way to
import a file.”
• Feedback: “So, you may want to try it.”
• Closing: “Got to go...”
The Conversation
Process:
Conversation Methods
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Step One: Opening
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Can tell others that you’re accessible
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Can reveal important information about
the relationship between yourself and the
other person
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Helps maintain the relationship
•
Is generally consistent in tone with the
main part of the conversation
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Open the channels of communication
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Preview future messages
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Altercast – places receiver in specific role
•
Disclaimer – ensures your message is
understood and will not reflect negatively
on you
Step Two: Feedforward
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• Exchange of speaker and listener roles
• Goal-directed
• Cultural taboos
• Learn, relate, influence, play, help – the
purpose of the conversation
Step Three: Business
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• Positive or negative
• Person focused or message focused
• Immediate or delayed
• Low monitored or high monitored
• Supportive or critical
Step Four: Feedback
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• Signals the end of access
• May signal some degree of
supportiveness
• May summarize the interaction
• May be verbal, nonverbal, or a
combination of both
Step Five: Closing
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How to Improve Conversations
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Use openings that are sensitive
Use openers that acknowledge the listener
Avoid using overly long feed forwards
Use feed forward before a shocking message
Do business with the normally expected
greetings
• Give feedback
• Use an appropriate closing
• Give clear closure
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Opening a Conversation:
Make references to:
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Self
Others
Relationship
Context
Two general rules:
1. Be positive
2. Disclose appropriately
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Four conversational rules:
• • Agree
that you will cooperate in trying
Quantity – only use info needed, omit the rest
to understand each other
• Quality – be truthful
• Relation – talk about what’s relevant to
conversation
• Manner – use terms listener will understand;
omit or clarify terms you think they won’t
understand
The Principle of
Cooperation
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Conversational Rules and
Culture
• Preserve peaceful relationships with
others (Japan)
• Avoid taking credit for some
accomplishment, or make less of some
ability or talent you have (China)
• Be polite (universal)
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Leave-taking cues
• Reflect back on the conversation and
briefly summarize it
• State the desire to end the conversation
directly
• Refer to future interaction
• Ask for closure
• Say thatConversations
you enjoyed the interaction
Closing
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• Mindfulness – aware of your reasons; be open
• Flexibility – vary messages – for different
situations
• Cultural sensitivity – acknowledge cultural
differences
• Metacommunication – verbal/nonverbal
General
Conversational Skills
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Skills for Conversational
Effectiveness
• Openness: self disclose, listen, react honestly
• Empathy: feel what they feel
• Positiveness
• Immediacy: convey a sense of interest and attention, a
linking with the other person
• Interaction management: satisfying to both parties
• Expressiveness: vocals, gestures, cultures, feedback
• Other-orientation: adapt to the other person
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Computer Conversation
• Watch your spelling
• Remember that what you write may
become public
• Follow the rules of netiquette
• Clean up your writing
• Be explicit in your good intentions
• Follow the general rules for interpersonal
communication
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• Have a conversation
Using Conversation
Stack:
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Teamwork
• In your teams complete 8.2 on page
197
• Hand in one paper per team
• Only those team members who are
present should have their names on
the paper
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