Download Chapter Two Improving Personal and Organizational Communications

Chapter Two
Improving Personal
and Organizational
Communications
Chapter Preview: Improving Personal &
Organizational Communication
• Communication process and filters that
affect it
• How filters can distort communication
• Ways to improve communication skills
• Communication flow in organizations
and methods for improvement
• Effective communication using
technology
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Communicating Effectively in a
High-Tech World
• Information age is characterized by:
– rapid advances in technology-based
communication
– information glut
– average person still processes the same
way
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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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Figure 2.1 - Diagram of Simple
Communication Process
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Impersonal Communication
• Is a one-way process that transfers
information such as instructions, policies, and
financial data
• Methods include:
– memos
– e-mail
– manuals
letters
voice mail
electronic bulletin boards
• Gets the word out
• Limited feedback
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Interpersonal Communication
• Is the exchange of information between two
or more people
• Descriptions include:
– share
-discuss
-argue
-interact
• Formats include:
– meetings
– phone calls
-interviews
-classes
• Feedback essential for effectiveness
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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 e-mails 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 Tips @ Work
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Communication Process
• Effective communication loop:
– A sender
– A receiver
– The message
– Feedback
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Figure 2.2 - Diagram of More Complex
Communication Process
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Complex Communication
• Most communications are 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
intercepted
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Communication Filters
•
•
•
•
•
•
•
Semantics
Emotions
Language/Culture
Attitudes
Role expectations
Gender-specific focus
Nonverbal messages
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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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Language and Cultural Barriers
• Language
– English has been the dominant language
– Considerations when using English with
non-native speakers
• speak slowly, clearly
• avoid jargon
• avoid slang
– Globalization
– Diversity
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Language and Cultural Barriers
• Culture
– An accumulation of values, expressions,
beliefs, and behaviors
– Shapes one's interpretations of what
events mean
– Past experience can change meaning
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Emotions
• 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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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
– dress
-delivery
– speaker’s topic
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-gesture
-mannerisms
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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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Gender-Specific Focus
• Learned gender roles can influence the
way men and women communicate
• Genders conditioned to approach
communication in different ways
– Boys: compete, negotiate
– Girls: confirm, support
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Nonverbal Messages
• Messages without words or silent
messages
• Not spoken or written
• Include:
– posture
– voice tone
– appearances
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facial expressions
gestures
eye contact
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Messages Without Words
• 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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Improving Communication through
Nonverbal Messages
• Eye Contact
– Most expressive part of the body
– In business setting meet other person’s
eyes 60 - 70%
– Continuous eye contact may offend
• Facial Expressions
– Identifies inner feelings and emotions of
person
– Most observations are accurate
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Improving Communication through
Nonverbal Messages
• Gestures
– Send messages about you
– Meanings vary across cultures
• Personal space
– Hall identified four “zones” of comfortable
distances in the United States
– Distances vary across cultures
– Watch for signals of discomfort
• Leg swinging, foot tapping, or gaze aversion
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Figure 2.3 - Same sign
different meanings
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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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Steps to Improve Communication
•
Send clear messages
–
–
–
–
Use clear and concise words
Use repetition
Use appropriate timing
Consider the receiver’s preferences
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Steps to Improve Communication
• Develop effective listening skills
– Listening is a learned behavior
– Effective listening can facilitate creativity
– Listening may help reduce costs
– Active listening, critical listening, and
empathic listening
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Active 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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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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Total Person Insight
Listening effectively to others can be the most
fundamental and powerful communication
tool of all. When someone is willing to stop
talking or thinking and begin truly listening to
others, all of their interactions become easier,
and communication problems are all but
eliminated.
Ken Johnson
Author, www.listen.org/quotations/quotes-effective.html.
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Critical Listening
• Attempt to see topic from speakers
point of view
• Listen for evidence
• Analyze source validity and credibility
• Avoid perpetuating erroneous
information
• Ask “why have I been given this
information”
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Empathic Listening
• Listening with the intent to understand
how the person feels
• People often have need to talk without
expectation of advice or guidance
• Listening with “ears, eyes and heart”
– Avoid being judgmental
– Acknowledge what is said
– Be patient
• Rare in American culture
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Communication Channels in
Organizations
• Organizations depend on teamwork
• Good communication builds teamwork
by enhancing trust
• Use both formal and informal channels
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Formal Channels
• Horizontal channels
– People on the same level
• Vertical channels
– Top through lowest levels
– Less opportunity for feedback
– Upward flow highly susceptible to distortion
– Email helps avoid misinterpreting,
sabotaging, or blocking
– Sensitive matters should be face to face
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Informal Channels: The Grapevine
• Carries unofficial information
• 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
– “Verbal terrorism”
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Improving Organizational
Communication
• 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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Communicating via Technology
• Traditional
–
–
–
–
memos
letters
phone calls
face-to-face
conversations
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• High-tech
– virtual office
telecommuting
– e-mail
– cellular phone
– instant messaging
– fax modem
– electronic documents
– voice mail
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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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Voice Mail
• Avoid phone tag
• For incoming calls:
– Update your recorded message
– Include your first and last names, and
when you will be retrieving your messages
– Explain how to reach ‘live’ person for
urgent calls
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Voice Mail
• When leaving a voice mail message:
– Be courteous
– Speak clearly and slowly
– Keep message brief
– Establish why you are calling
– Give name and contact number
– State the best time to reach you
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E-Mail
• Advantages
– Faster than letter
– Record of communication
• Disadvantages
– Can take longer than other methods
– Careful planning and writing skills required
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Guidelines for E-Mail
• Know your company’s e-mail and blog
policies
• Create an appropriate e-mail address
and signature
• Use the Subject: line
• Watch your language
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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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Chapter Review
• Communication process and filters that
affect it
– Impersonal one-way communication is best
to share basic facts, policies, and
instructions
– Interpersonal two-way communication is
best when feedback is necessary
– Two-way communication is often a
complex process
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Chapter Review
• How filters can distort communication
– Sender and receiver filters
•
•
•
•
•
•
•
Semantics
Emotions
Language/culture
Attitudes
Role expectations
Gender-specific focus
Nonverbal messages
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Chapter Review
• Ways to improve communication skills
– The sender and the receiver share equal
responsibility for effective communication
– Send clear messages by choosing words
carefully, using repetition, timing the
message correctly, and considering the
receivers’ preferences
– Receive with active, critical, and empathic
listening
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Chapter Review
• Communication flow in organizations
and methods for improvement
– Formal communication channels can be
vertical or horizontal
– The grapevine can rapidly transmit true
and untrue information
– Progressive organizations are constantly
searching for ways to improve upward
communication
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Chapter Review
• Effective communication using
technology
– Virtual offices are now quite common
– The increase in the use of email, voice
mail, teleconferencing and other
technology methods often create human
relations problems
– Communication must still be carefully
created before it is transmitted
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