Download Chapter7: COMMUNICATION

Chapter7: COMMUNICATION
1 INTER-PERSONAL COMMUNICATION
What is communication? O.B. theory defines communication as the evoking of shared meaning in
another person.
What does that imply for the role of the communicator?
What does that imply about the language(s) we use?
What does that imply for the role of communication in organizational relationship?
An Inter-Personal Communication Model
Communicator
Perceptual Screen
Receiver
Message:
 Content
 Affect
EVENT
X
Perceptual Screen
The communicator originates the message.
The reciever recieves and interprets the message.
The perceptual screens influence the intepretation of the message.
-They can be responsbile for the misinterpretation or the distortion of the message.
-Perceptual screens depend on personal factors that each person brings to interpersonal
communication.
-Those factors include: gender, ages, values, beliefs, past experiences, cultura differences,
individual needs.
The message contains thoughts and feelings which the communicator wishes to evoke in the
reciever.
-The message is characterized by content, which is the information, ideas, symbols carried
by the message. The message is also characterized by affect, which carries the emotional and
intensity charge of the message through intonation, demeanor, voice, emotions.
Feedback takes place when the reciever provides the communicator with response to the message.
In this case we have a two way communication. Feedback may or may not be initiated in the
communciational process.
Language of the message is the words, style, pronunciation used in the communication process.
Elements of REFLECTIVE communication and RELFLECTIVE communication skills:
 Reflective Listening
Reflective Listening is a key communication skill. It involves carefle and attentive listening and
confirming, or reflecting back the message to the speaker in elminate ny inaccuracies or
misunderstandings.
These are the major characteristics of Reflective Listening:
-Focus on the reciever’s role
-It is personal, feeling-oriented and responsive
-Emphasizes the personal elements fo the communication process
-Demonstrates empathy
1
These are the positive effects of Reflective Listening:
-Reduces perceptual distortions
-Overcomes personal communication barriers
-Protects the integrity of the message
-Can be used as a problem solving tool
Relfective Listening emphasises repsonding to the communciator, not leading or somehow influencing
the communciator.
 Affirming Contact
This is the body language showing response (even if not necessarily agreement) with the
communictor. Its prupose is to show attentiveness and responsiveness. It motivates the two-way
flow of communication.
 Paraphrasing the expressed
This is a very powerful reflective communication skill that can eliminate misunderstanding, help
build trust and opennes between the communicator and the reciever.
 Clarifying the implicit message behind the content message
This skills is another way to ensure two-way communication, particularly in cases in which emotional
message is included in the content.
 Reflecting core feelings
This is a signal that goes beyond traditional reflective listening techniques, by indicating to the
communicator that his innermost feelings, emotions are heeded and considered.
 Silence
This ensures pause in the flow of communication and can be effective in allowing both sides to
formulate thoughts and ideas in moments of confusion
 Eye Contact
Eye contact has the role of initiating, or opening communication. Although the degree of
:appropriate eye contact” varies among cultures, according to O.B. theory this non-verbal reflectice
communication tool is very effective in sustaining active, effective communication process.
One Way Versus Two Way Communication
One-way of communication is one directional message without a feedback. This type of
communication includes isntructions, directions, and message without feedback (e.g. questions,
responses)
Two-way communication is communication that takes the form of EXCHANGE. It is an interactive
form of communication involving a two-way flow of information, ideas, and emotions.
One-way Communication
Pro
-Faster, uses less resources
Con
Two-way communication
Pro
Con
-May be less accurate when
complex tasks or information is
involved
2
-More effective in “combat”
or “emergency” situations
where time and accuracy are
key
-Effective for recievers who
dissaprove of the lengthy,
drawn-out nature of two-way
communication
-True, but for limitted number
of situations
-My require prior special
trainng to be effective
-Not
for
recievers
who
appreciate feedback
2 FIVE KEYS TO EFFECTIVE SUPERVISORY COMMUNICATION
-Interpersonal comunication is critical for effective supervision.
-It is thebasis for the health and welbeing of roganizations
-It is the foundation for effective performance
-It is a fundamental component of personal influence and affect on others
-Routine of communication at work determines is central to learning, performance evaluation, and
workplace motivation processes.-Core communication skills are key component of effective management
Managers as effective communicators:
 Expressive Speakers
-Comfortable with self-expression
-Tending toward extroversion rather than introversion
-Able to project their stance or view on a matter
 Empathetic Listeners
-Use reflective communication
-They are patient
-They are responsive to problems employees and coworkers bring to them
-They respond to concerns and they engage in concerns brought to them
-70 percent of their time is devoted to listening to others
-They are empathetic listeners, and at the same time:
-They listen empathetically, without taking responsibility for tohers’ problems
-They are approachable
-They are open to suggestions; they are open to complaints
 Persuasive Leaders
-They are persuasive leaders rather than directing autporities
-They exercise power through effective persuasion
-They encourage coworkers and employees to achieve results rather than direct others
-They are not manipulative
-Tey are not overly-directive
-In emergency situations the effective persusive manager assumes the role of directive, assertive
authority
 Sensitive to Feelings
-Sensitive to the self-image and psychological defenses of their employees
3
-They give both positive, and where necessaryy, negative feedback with confidential and
consructive manner
-They do not reprimand or critisize employees in public
-They use public settings to praise employees and honor their achievement
-They are sensitive to the self-esteem of others
-The work in advance that self-esteem as appropriate to a person’s individual skills and talents
 Informative Managers
-They are able to filter, select and communicate important information
-They give advance notice for events concerning their employees
-They explain the rational for their decisions
What is your idea of persusive leadership?
__________________________________________________________________________
__________________________________________________________________________
3 BARRIERS AND GATEWAYS TO COMMUNICATION
What are barriers to communication?
-Barriers to communication are aspects of the communicational content and context that block or
distort effective communication.
-A big portion of communicational conflicts can be solved by setting communication policy guidelines.
This is because in many cases communication barriers are temporary and may be overcome.
What are gatweways to communication?
-Gateways to communication are pathways that can resolve problems caused by barriers.
-The first key gateway to communication is wide opened by our awareness and recognition
Here are some of the barriers encountered most often in interpersonal communication:
 Lack of face to face communication; physical separation; social isolation and lonliness
-This condition often results from virtual work (e.g. work from home-office) situations. It is also a
result of situations that preclude face-to-face contact.
-One way to overcome this barrier is to use interactive-rick ways to communicate. This is one way
to overcome confuction, conflict and misunderstanding
-What are your ideas?
__________________________________________________________________________
__________________________________________________________________________
 Emotions
-Certain intense emotions can takeover the mental space and energy that would otherwise be
committed to communication. They can cause the receiver to assume defensive posture
-One way to overcome this barrier is the strategy of the strategic pause that enables to speaker to
retain composure. A second way is venting emotions using channels that are safe. A third way is
channeling emotions, especially positive emotions in actions. Another way is developing selfmanagement and emotional competent techniques, allowing us to become aware and control our
emotions.
-What are your ideas?
__________________________________________________________________________
__________________________________________________________________________
4