Download Communication

Chapter
7
Conveying Verbal Messages
“The medium is the message.”
~ Marshall McLuhan
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–1
Chapter Objectives
•
Improve your ability to send clear messages.
•
Reduce barriers associated with ineffective
communication.
•
Determine which communication medium best
serves your needs in varying situations.
•
Send messages that directly express and address
your wants, needs and opinions.
•
Convey your message in a way that doesn’t cause
defensiveness on the part of the receiver.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–2
What is Communication?
•
We communicate because:
– We want something to happen Communication is
– We want to satisfy a need
•
Because we communicate
constantly, we need to
communicate effectively.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
the process in
which information
flows from a
source to a
receiver and back.
7–3
The Communication Channel
Figure 7.1
Source: Judith Dwyer, The Business Communication Handbook, 3rd edn, Prentice
Hall, New Jersey, 1993.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–4
Effective Media Selection
The medium you choose to convey your
message is just as important as the content
of the message itself.
•
•
•
Oral communication
Written communication
Electronic communication
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–5
Information Richness and
Media Selection
Information richness =
information capacity of data
Media evaluation factors:
•
Feedback
• Channel
• Type of communication
• Language source
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–6
Barriers to Communication
Interference or “noise”:
•
Emotional states
• Language differences
• Technical difficulties
– Telephone static
– E-mail system down
•
Slang
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–7
Information Overload
•
•
•
•
•
Presenting too much material
Presenting information that is overly
complex
Presenting information too quickly
Presenting at a level of difficulty that goes
beyond the person’s understanding
Not giving the person sufficient time to
process the information
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–8
Trust and Credibility
•
•
Lack of trust is a huge barrier to
effective communication.
Lack of credibility prevents the
listener from fully receiving your
message.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–9
Time
Poor communication often results from
lack of time.
•
Rushing to communicate often leads to
errors, leaving out important details, or
saying things that you later regret having
said.
• Today there is an increased expectation of
speedy response.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–10
Filtering
•
The way information is sent can greatly
distort a message to serve an individual’s or a
group’s needs.
• Filtering can make objective decision making
difficult because the true message is never
accurately sent or received.
• To resist filtering, present information based
on the relevant facts.
• To avoid receiving filtered information, ask
probing questions.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–11
Emotions
•
Communicating emotionally can prevent
you from being objective about a situation.
• Consider the emotional state of both the
sender and receiver in all interactions with
others.
• Leave or end a discussion if you or the
other person is reacting emotionally.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–12
Message Congruency
•
55% of communication is transmitted
through body language.
• 38% of communication comes through the
tone of voice.
• 7% of communication comes through
words.
Don’t send mixed signals!
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–13
Assertive Communication
Elements of assertive communications:
•
Fairness
• Directness
• Tact and sensitivity
• Honesty
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–14
Passive Communication
•
•
•
•
•
Indirectness
Avoiding conflict
Being easily persuaded
Being a people pleaser
Hiding your true thoughts and feelings
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–15
Aggressive Communication
•
•
•
•
•
•
•
Exerting control over others
Humiliating others
Dominating
Being pushy
Always needing to be right
Using obsolete terms
Blaming others
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–16
How to Communicate Assertively
Convey your:
•
•
•
Perspective/perception of the
situation.
Feelings about the situation.
Wants regarding the situation.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–17
Taking Responsibility
Take responsibility and clarify assumptions:
•
Specify the behavior on which the assumption is
based.
• If your assumption is based on your own
expectation of the listener’s behaviour, state that
expectation specifically.
• If your assumption compares the listener’s
behaviour with that of others, clarify that group
and specific comparisons.
• Elicit feedback about your assumptions.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–18
“I” Messages
An “I” message consists of three parts:
•
The specific behaviour.
•
The resulting feeling you experienced
because of the behaviour.
•
The tangible effect on you.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–19
Summary
•
What and how we communicate affects our
behaviour as well as that of others.
•
Effective communication can develop better
human relations and ultimately better organisational
performance.
•
Verbal communication skills are important for
everyone.
•
You must be able to communicate assertively.
Copyright  2006 McGraw-Hill Australia Pty Ltd
PPTs t/a Interpersonal Skills in Organisations
Slides by Caroline Juszczak
7–20