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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