Download Communication

Chapter 3
Interpersonal Communication
Management: A Skills Approach, 2/e
by Phillip L. Hunsaker
Copyright © 2005 Prentice-Hall
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Learning Objectives
• Identify and Avoid the Barriers to
Effective Communication
• Send Clear, Understandable
Messages
• Listen Actively to Others
• Utilize Nonverbal Signals
• Solicit Meaningful Feedback
• Adapt to Style, Gender, and Cultural
Diversity
• Give Appropriate Feedback
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Common Communication
Problems
• Words mean different things to
different people.
• The initiation of a message
provides no assurance it has
been received.
• Communications often
become distorted as they are
transmitted.
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Why is Communication
Important?
• Everything a manager does
involves
communication.
• Ineffective
communication
skills can lead
to continuous
problems for
the manager.
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Why is Communication
Important?
• Managers can’t
make an informed
decision without
all of the relevant
information
• Once a decision
is made it must
be communicated
to those in charge
of implementing it
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What is the Interpersonal
Communication Process?
• Communication begins when one
person sends
a message to
another with the
intent of evoking
a response.
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Communication
• Orally – speeches, meetings, phone calls
• Non-verbally – touch, facial expression,
tone of voice
• In writing – memos, reports, manuals
• Electronically – e-mail, voice mail, fax
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What is the Interpersonal
Communication Process?
• Effective
communication
occurs when the
sender transmits
completely and the
receiver interprets
exactly as the
sender intended
• Efficient
communication uses
less time and less
resources
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The Communication Process Model
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Basic Interpersonal
Communication Skills
• Avoid Barriers to
Communication
• Send
Understandable
Messages
• Actively Listen
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Basic Interpersonal
Communication Skills
• Utilize Non-Verbal
Signals
• Give and Solicit
Meaningful
Feedback
• Adapt to Diversity of
Communication
Styles
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Frames of Reference
Barriers to
Communication
Semantics
Value Judgments
Selective Listening
Filtering
Distrust
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How Do You Send Clear,
Understandable Messages?
• Use Multiple
Channels
• Be Complete and
Specific
• Claim Your Own
Message
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How Do You Send Clear,
Understandable Messages?
• Be Congruent
• Simplify Your
Language
• Maintain
Credibility
• Obtain Feedback
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Guides for Giving and Receiving Feedback
Criteria for Giving Feedback
1. Make sure your comments are intended to help recipient.
2. Speak directly and with feeling.
3. Describe what the person is doing and the effect the
person is having.
4. Don’t be threatening or judgmental.
5. Be specific, not general (use clear and recent examples).
6. Give feedback when the recipient is open to accepting it.
7. Check to ensure the validity of your statements.
8. Include only things the receiver can do something about.
9. Don’t overwhelm the person with more than can be
handled.
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Guides for Giving and Receiving Feedback
(continued)
Criteria for Receiving Feedback
1.
2.
3.
4.
5.
6.
7.
8.
Don’t be defensive.
Seek specific examples.
Be sure you understand (summarize).
Share your feelings about the comments.
Ask for definitions.
Check out underlying assumptions.
Be sensitive to sender’s nonverbal messages.
Ask questions to clarify.
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How Do You Receive and
Understand Messages Accurately?
Active Listening
• Sensing
• Attending
• Reflecting
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How Can You
Utilize Nonverbal Cues?
•
•
•
•
Visual
Tactile
Vocal
Time and Space
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Means of Nonverbal Communication
VISUAL
Components
Communicated
Examples
Image
Facial Expressions
Eye Movements
Posture
Gestures
Clothing, hygiene
Frown, smile, sneer
Looking away, staring
Leaning in, slumped
Handshake, wave
Meanings
Values, competence
Unexpressed feelings
Intentions, state of mind
Attitude
Intentions, feelings
TACTILE
Touch
Pat on the back
Gentle touch on an arm
Approval
Support and concern
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Means of Nonverbal Communication
(continued)
VOCAL
Components
Examples
Meanings Communicated
How things are said
Vocal intonations
Loudness, pitch, rate
Rhythm, pitch, clarity
Different meanings, (e.g.
Sarcasm, disapproval)
SPACIAL
Body closeness
Furniture arrangement
0 – 2 feet
Large pieces far apart
Feelings of intimacy
Formal and serious
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How Can You Make
Communication More Productive?
• Productive communication is the
process of identifying the desired
result, streamlining the message,
and communicating with finesse.
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How Can You Adapt to Diversity
of Communication Styles?
• Communication Styles
•
•
•
•
The Socializer
The Director
The Thinker
The Relater
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Cultural Differences
• Same words and
phrases mean
different things to
people from
different cultures.
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Gender Differences
Male managers
characterized by:
• Task orientation
• Dominance
• Challenges to others
• Attempts to control
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Gender Differences
Female managers are
usually:
• More informative
• Receptive to ideas
• Focused on
interpersonal
relations
• Concerned for
others
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How Can You Facilitate
Communication with Diversity?
• Assume Differences
• Emphasize
Description
• Empathize
• Treat Interpretations
as Guesses
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