Post on 18-Dec-2015
transcript
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Learning Outcomes After reading this chapter, I will be able to:1. Define communication and the communication
process.
2. Contrast formal and informal communication.
3. Explain how electronic communication affects the supervisor’s job.
4. List the barriers to effective communication.
5. Describe techniques for overcoming communication barriers
6. List the requirements for active listening.
7. Explain the behaviors necessary for providing effective feedback.
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Communication defined…
• Communication is the process by which people send and receive information: It involves the transfer of meaning which must
be understood to be successful70 % or all our communication efforts
are:misunderstood, misinterpreted,
rejected, disliked, distorted, or not heard (in the same language, same
culture)!
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What are the most common ways we communicate?
Spoken Word
Written Word
Visual Images
Body Language
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The Goals of Communications:
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
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Message Channels
The five message channels
1. Face-to-Face
2. Face-to-group
3. Telephone
4. Written
5. Third Party
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Communication Process Terms
• Encoding Selecting words and
their order for a message by a sender
• Message A purpose to be
conveyed
• Channel The medium by which a
message travels
• Decoding The translation of a
message by a receiver
• Feedback A verbal or nonverbal
response by a receiver to the sender’s message
• Noise literally, or figuratively,
anything that interferes with a message
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Formal vs. Informal Communication
• Formal communicationCommunication that addresses task-related
issues and tends to follow the organization’s authority chain
Examples: Speech Written documents Electronic behavior
• Informal communication (grapevine)Communication moving in any direction, skips
authority levels, and is likely to satisfy social needs
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Written Versus Verbal Communications
• WrittenTangibleVerifiableMore permanentMore preciseMore care is
taken with the written word
• VerbalLess secureKnown receiptQuicker responseConsumes less
timeQuicker feedback
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Nonverbal Communications
• Body languageNonverbal communication cues such as
facial expressions, gestures, and other body movements
• Verbal intonationAn emphasis given to word or phrases that
conveys meaning
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The Grapevine
“The grapevine motto: Good information passes among people fairly rapidly—bad information, even faster!”
•GrapevineAn unofficial channel of
communication that is neither authorized nor supported by the organization.
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Grapevine: Rumors
• Why Rumors EmergeAmbiguity being presentAs a response to situations that are important
to usUnder conditions that arouse anxiety
• Four purposes of RumorsReduce anxietyMake sense of fragmented informationServe as a vehicle to organize groupsTo signal sender’s status (power)
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Barriers to Effective Communication
• Lack of Honesty (lying)• Credibility gap • Language• Emotions• Listening Habits• Lack of Feedback• Perception• Information Medium
Overcoming Barriers to Effective Communication
• Thinking First• Use Feedback• Taylor Language to
the receiver• Listen actively• Constrain Emotions• Watch Nonverbal
Cues
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How to Improve Your Communication Effectiveness
Steps for effective Communication:1. Think First
2. Constrain Emotions
3. Learn to Listen
4. Taylor Language to the Listener
5. Match Words & Actions
6. Use Feedback
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Improving Your Communication Effectiveness
Step #1: Think First (Focus your message)Plan before you speakClarify your intent/goals of the communication
Inform, persuade, direct, decide…Be specificBe courteous and objective
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Focus Your Message: Example
Unfocused Message
I need it soon.
Why are you always late?
You need to improve your productivity.
Focused Message
I need it by 3 p.m. today.
I noticed you came to work 10 minutes late everyday this week.
I expect you to complete all assigned tasks by the end of the day today.
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Improving Your Communication Effectiveness• Step #2: Constrain Emotions
Emotions can cloud and distort transference of meaning
Tip: If emotional, discontinue communication until you have
regained composure
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Improving Your Communication Effectiveness
Step #3: Learn to Listen Actively RECEIVE – concentrate on what is being said (verbally and non-
verbally)
PERCEIVE – paraphrase your understanding
DECODE – analyze and explore the situation to gain further understanding
RESPOND - Last – not first! Plan before you speak!
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Improving Your Communication Effectiveness
Step #4: Tailor Language to the Receiver
Consider the person/audience to whom the message is directed
Simplify language
Be specific, use concrete terms
Use positive language
Use analogies
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Improving Your Communication Effectiveness• Step #5: Match Words & Action
Do what you say you’re going to do
Ensure that nonverbal cues match words Nonverbal
– Eyes– Gestures– Posture– Face indicators
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Improving Your Communication Effectiveness
• Step #6: Use Feedback
Ask questions to prevent misunderstanding
Example: When you thing that something is missing, ask simple,
direct questions to get necessary information