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Module 12 Communication Module 12 • What is communication and when is it effective? • What are the major barriers to effective communication? • How can we improve communication with people at work? 12.1 Effective Communication • Communication is a process of sending and receiving messages with meanings • Communication is effective when understood by the receiver • Communication is efficient when it is delivered at a low cost to the sender • Communication is persuasive when the receiver acts as the sender intends. EFFECTIVE COMMUNICATION Communication Process Communication – Process of sending and receiving messages with meanings attached Use e-mail, voicemail, text messaging Give and receive feedback Work well in teams Write memos, letters, reports Check Your Communication Skills Give persuasive presentations Network with peers and mentors Conduct job interviews Run meetings, contribute to meetings EFFECTIVE COMMUNICATION Communication Process EFFECTIVE COMMUNICATION Communication Process • Effective Communication – Receiver must understand the sender’s message • Efficient Communication – Communication occurs at minimum cost EFFECTIVE COMMUNICATION Communication Process • Persuasive communication – Convincing others to accept, support and act on the message • Credible communication – Earns trust, respect and integrity 12.2 Communication Barriers • Poor use of communication channels makes it hard to communicate effectively • Poor written or oral expression makes it hard to communicate effectively • Failure to spot nonverbal signals makes it hard to communicate effectively • Physical distractions make it hard to communicate effectively • Status differences make it hard to communicate effectively. COMMUNICATION BARRIERS Communication Channels • Communication channels – Medium used to carry message • Channel richness – Ability of the channel to convey meaning COMMUNICATION BARRIERS Communication Channels • Poor use makes effective communication difficult • Noise interferes with the communication process COMMUNICATION BARRIERS Communication Channels • Poor written or oral expression makes it hard to communicate effectively COMMUNICATION BARRIERS Communication Channels • Nonverbal communication – Gestures, expressions, posture and interpersonal space – Mixed messages COMMUNICATION BARRIERS Communication Channels • Physical distractions – Plan message to minimize distractions and interruptions COMMUNICATION BARRIERS Communication Channels • Status differences – Filtering distorts information to make it more favorable to recipient 12.3 Improving Communication • Active listening helps people say what they really mean • Constructive feedback is specific, timely and relevant • Open communication channels build trust and improve upward communication • Appropriate use of technology can facilitate more and better communication • Sensitivity and etiquette can improve crosscultural communication IMPROVING COMMUNICATION Listening • Active listening – Taking action to help someone else say what they really mean IMPROVING COMMUNICATION Listening Listen for message content Listen for feelings Rules for better listening Respond to feelings Note all cues Paraphrase and restate IMPROVING COMMUNICATION Feedback • Constructive feedback Specific • Be precise, use good, clear, and recent examples to make your points. Timely • Choose a time when the receiver seems most willing or able to accept it. Valid Small doses • Limit feedback to things the receiver can do something about. • Never give more than the receiver can handle at one time. IMPROVING COMMUNICATION Open Communication • Open channels build trust and improve upward communication – Management by Wandering Around (MBWA) – Open office hours – Employee group meetings IMPROVING COMMUNICATION Physical Setting • Work spaces designed to encourage interaction and communication – Proxemics IMPROVING COMMUNICATION Technology • Technology can facilitate more and better communication – E-mail – Text – Social networking IMPROVING COMMUNICATION Technology • Electronic grapevine – Transmit information around informal networks inside and outside the organization IMPROVING COMMUNICATION Cross-Cultural Communication • Ethnocentrism – Consider one’s own culture to be superior • Cultural etiquette – Appropriate manners and behavior when communicating with people from other cultures Module 12 Case • Facebook – Communicating the Web 2.0 way