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Human Relations

Improving Personal andOrganizational Communication

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Before Class Starts

Who Am I? and Chapter 4 and 5 Quiz tofolder on front table

Take Learning Style Inventory When

you are finished sign in on the boardunder your preference.

Show me your 3 ring binder for 5 pointsduring attendance.

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Today in class

Learning Styles (discuss)

Chapter 4 info

Impersonal vs Inter Activity Communication Filters

Scientific Method

Questions?

Ticket Out the Door Homework

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earning Styles

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Get into groups based on your learning

style.

What do you all have in commonregarding your ways of learning?

Which strategies have you tried before?

Now answer these questions:

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Imagine that you are attending a party

with a group of friends, and you are

invited to play a board game with whichyou are not familiar. How do you go

about learning to play?

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You are facing a major exam in

Chemistry. You need to memorize a long

list of formulas and steps in order tosolve a number of chemical equations.

How will you go about studying for this

exam?

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Think about your favorite learning

experience from high school or college.

What was your teachers teaching style?

How do you go about learning when you

are not comfortable with the teachersstyle?

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Highlights from

Chapter 4!(notes or highlight in book?)

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The Communication Process

All organizational communication is on acontinuum

Impersonal Interpersonal

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Impersonal Communication

One-way information giving process

Transmit or transfer of information

Used to give basic information:

company policies, instructions, facts

Methods include:

memos, letters, e-mail, voice mail,manuals, bulletin boards

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Impersonal Communication

Advantage:

easy ways to get the word out

Limitations:

limited feedback from receiver

understanding of message not known timing of message not controlled

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Interpersonal Communication

Two-way communication

Verbal exchange of thoughts orinformation between two or more people

Descriptions include: share, discuss, argue, interact

Formats include:

meetings, interviews, phone calls,traditional classes

Response from receiver necessary foreffectiveness

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Interpersonal Communication

Advantages:

builds stronger, more personal

relationships sender can be sure the message was

understood

Limitations:

takes time, often not feasible

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Rules to Live By

Make a list of careers where workers

work as a team

Make a list of careers where workerswork alone

Which list has more? There are very few jobs where workers

work alone.

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Rules to Live By

Discuss the rules that are necessary for

members of a team to follow in order for

the team to be successful

Draw a picture of what this looks like

No words!

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Effective communication is

composed of 3 basic elements:Sender

Message

Receiver

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Figure 2.1

Figure 4.1Diagram of Simple

Communication Process

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Complex Communication

Most communications are more

complicated

Messages travel through filters whichcan alter the way your message is

understood

Need to be aware of possible distortionsso miscommunication can be

interpreted

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Figure 4.2

Diagram of More Complex

Communication Process

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Communication Filters

Semantics

Emotions

Attitudes

Language/Culture differences

Role expectations

Gender-specific focus

Nonverbal messages

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Semantics

Study of relationship between words and their

meaning(s)

We often assume that the words we use mean

the same things to others, but this assumptioncan create problems.

Abstract terms are subject to more

interpretations of meaning

Example: Some words have imprecise

meanings and can be interpreted in different

ways: job satisfaction, downsizing, and

word processingothers?

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Emotionshttp://www.collegeslackers.com/video/angry_ford_customer

Powerful communication filter

Receivers may think with their emotions

Strong emotions can prevent reception,or distort the strength of a message

May shift attention from the message

content to feelings Example: An angry client can easily

ruin effective communication.

http://www.collegeslackers.com/video/angry_ford_customerhttp://www.collegeslackers.com/video/angry_ford_customer

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Attitudeshttp://www.youtube.com/watch?v=ykCwSWmkeiQ

Negative and positive attitudes cancreate resistance or bias to a message

Attitude may be based on: voice,

accent, gesture, dress, delivery,mannerisms and/or speakers topic

For example: The listener may not

like the speakers voice and have ahard time listening to the intendedmessage, therefore breaking downcommunication.

http://www.youtube.com/watch?v=ykCwSWmkeiQhttp://www.youtube.com/watch?v=ykCwSWmkeiQ

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Language and Cultural

Barriers

Language

English is the dominant language in theglobal marketplace, however.

Accommodate the needs of those whosefirst language is not English.

Considerations when using English with

non-native speakers speak slowly, clearly

avoid slang

ask if clarification is needed

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Language and Cultural

Barriers Culture

An accumulation of values, forms of

expression, beliefs, and language

Shapes one's interpretations of what

events mean

Communication problems can be

caused by conflicting cultural

assumptions

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Language and Cultural

Barriers Cultures have different standards for

how fast you should talk

how much you should talk

how long you should pause between

ideas

how long you should wait after

someone finishes talking before you

say something

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Loud voice indicates strength- soft voiceweakness

Prolonged eye-contact shows interest andshows truthfulness

Body odor is considered normal

Behaviors considered unclean includeshowing the soles of feet or shoes, or using

your left hand for any public function

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Bow or nod when greeting others Do not use direct eye contact

Public displays of affection are rare

No personal space close talkers

http://www.youtube.com/watch?v=CWUcGgSolw4&feature=related

http://www.youtube.com/watch?v=CWUcGgSolw4&feature=relatedhttp://www.youtube.com/watch?v=CWUcGgSolw4&feature=related

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Greet with a bow Rude to stare

Silence is a sign of politeness

OK gesture is request for money Remove shoes when entering a home or

restaurant

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Bow when greeting Direct eye contact is impolite

Elderly are given respect

Men have priority go through doors first, women help

men put their coats on

Spitting and burping is acceptable except byyoung women

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Hug and kiss when meeting one another Impolite to toss things to each other

Hand gesture we use for come here showsromantic interest

The thumbs-up means the same as themiddle finger in America

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Shake hands or raise eye brows a few timeswhen greeting

Direct eye contact is impolite

No pointing use eyes or mouth to point

Hand gesture we use for come here ispunishable by arrest and to prevent you fromcommitting the same crime, your index finger

will be broken

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1. The Wanker

2. The Thumbs-Up3. The Moutza

4. The Dog Call

5. The A-OK

6. The Cutis

7. The V-Sign8. The Fig

9. The Corna

10. The Finger

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The sooner Westerners can acquaint

themselves with some of the gestures,mannerisms, and taboos of the world,the less likely negative social

situations will arise.

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Role Expectations

Influences how people expect themselves,and others, to act

Two ways they can distort communication

People may identify others too closely withtheir roles (example: Its just the boss

again saying the same old thing.)

People use their roles to alter the way they

relate to others or position power (example:managers expecting employees to accept

what they say simply because of their

authority.)

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Gender-Specific Focushttp://www.youtube.com/watch?v=xxtUH_bHBxs

Learned gender roles can influence the waymen and women communicate

Genders conditioned to approachcommunication in different ways

Males: take charge Females: facilitative and cooperative

Maybe you have a biased about women incharge or maybe you are a man hater and

do not want to be told what to do by anothermale in your life.

Contrary to the comedian..most recentresearch finds the communication styles ofmen and women to be more alike than

different.

http://www.youtube.com/watch?v=xxtUH_bHBxshttp://www.youtube.com/watch?v=xxtUH_bHBxs

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Nonverbal Messages

Messages without words or silent

messages

Not spoken or written

Include:

posture facial expressions

voice tone gestures

appearances eye contact

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Nonverbal Messages

More impact than verbal message

Being more conscious of nonverbal

messages improves communication

Make sure verbal and nonverbal

messages are consistent:

message clarity

builds trust

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The Impact of Nonverbal Messages

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Impersonal.Interpersonal

Communication Activity

Need a volunteer to give out verbaldirections for drawing a picture

Need everyone else to get out a blankpiece of paper

Get ready to create a picture

No questions allowed, not even forclarification

Watch and listen for communicationfilters that may be getting in the way

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Impersonal.Interpersonal

Communication Activity

Lets try it again.

You can ask questions this time around.

Turn your paper over and get ready todraw the picture again.

Which version of the picture was better

(using impersonal communication orinterpersonal communication?)

Hopefully the picture using interpersonalcommunication!

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Personal Space/Comfort Zones

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Personal Space/Comfort Zonesused to define relationships

Edward Hall identified zones of comfortable distances

distances vary across cultures

Intimate DistanceTouching to 18 inches

Personal DistanceFrom 18 inches to 4 feet

Social Distance

From 4 feet to 12 feet

Public Distance

From 12 feet to 15 feet

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Senders and Receivers Share

Equal Responsibility for Effective

Communication

Senders for sending a clear and

concise message

Receivers for receiving the message

that the sender intended

Use of feedback to ensure accurate

message

A i i i Skill

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Active Listening Skillspage 88

Table 4.1

Develop a listening attitude

Eye contact, lean slightly forward, be patient

Give the speaker your full attention Stay focused, do not let your mind wander

Clarify by asking questions

Clarify for explanation, or for expansion Feed back your understanding of the

speakers message

In your own words, paraphrase your

understanding of the speaker

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Active Listening Skillspage 88

Get into groups of three

1st person - explain your favorite hobbies 2nd person - follow the guidelines for active

listening

3rd person - rate the listener

Switch roles

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Active Listening Skillspage 88

Rate the listener on a scale of 1- 5 with1 = excellent and 5 = needs improvement

Attitude

Attention

Ask questionsUnderstanding

Discuss your responses with your group

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The Scientific Method

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Definition:

The Scientific Method

A way of observing reality that

seeks to determine the HOW and

the WHAT of what we observe

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What Are The Steps?

The scientific method involves three

basic steps

Hypotheses

Theory

Law

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What Are The Steps?

In addition, we need to discuss the

preliminary steps that must be taken

to start this process.

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The Modern Method

Until the time of Isaac Newton, the

modern scientific method was not used in

scientific inquiry

People would observe things about them

and make guesses about how they could

have happened

One very important step was missing,

they did not experiment to see if their

guesses were correct

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Modern Method

Look and observe carefully

An observation is any information that

is obtained either directly or indirectly

through the senses

An observation must be reproducible

and publicly observable to be reliable.

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Modern Method

Look and observe carefully

efine a problem

We now must ask a question about the

observation.

The question must be relevant and

testable

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Modern Method

Look and observe carefully

efine a problem

Form a hypothesis

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Modern Method

Form a Hypothesis

A hypothesis is an untested guess

explaining something you have observed

Often more than one hypothesis is

proposed to explain an observation

When all the hypotheses have

undergone scrutiny, and competing

hypotheses have been eliminated, an

hypothesis may get the status of theory

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Modern Method

Look and observe carefully

efine a problem

Form a hypothesis

Execute an experiment

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Modern Method

Execute an experiment

We execute an experiment to test

the validity of the hypothesis.

Experiments must include

a control and be replicated

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Modern Method

If we have executed an experiment

to test the validity of the hypothesis.

When our experiments have

included a control and have been

replicated many times without

deviations in the predicted

outcomes

We can derive a Theory

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Modern Method Review

Look and observe carefully

Define a problem

Form a hypothesis

Execute an experiment

Derive a theory. . .You may or may

not have the right answer

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Observation

ProblemTheory

HypothesisExperiment

The Cycle of Science

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Review

Look and observe carefully

Define a problem

Form an hypothesis

Execute an experiment

Derive a theory. . .You may have

the right answer

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Lets Try An Example

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Observation

An observation is any information

that is obtained either directly or

indirectly through the senses

An observation must be

reproducible and publicly

observable to be reliable.

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Our Example

Observation: green plants live in

sunlit habitats

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Problem

We now must ask a question about

the observation.

The question must be relevant and

testable

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So Far...

Observation: green plants live in

sunlit habitats

Problem: Is sunlight essential for the

vitality of green plants?

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Hypothesis

We guess what the answer to the

problem might be.

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First Three Steps

Observation: green plants live in

sunlit habitats

Problem: Is sunlight essential for the

vitality of green plants

Hypothesis: Yes, sunlight is

essential for the vitality of green

plants

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The Experiment

We execute an experiment to test

the validity of the hypothesis.

Experiments

must include

a control and

be replicated

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Experimental Results

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The First Four Steps

Observation: green plants live in

sunlit habitats

Problem: Is sunlight essential for the

vitality of green plants

Hypothesis: Yes, sunlight is

essential for the life of green plants

Results: The plant that was

deprived of sunlight died

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Replicated Results

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The First Four Steps

Observation: green plants live in

sunlit habitats

Problem: Is sunlight essential for the

vitality of green plants

Hypothesis: Yes, sunlight is

essential for the life of green plants

Results of Replications: The plants

that were deprived of sunlight died

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So...What is a Theory?

A theory is a tested guess.

If your hypothesis has undergone

enough testing and it seems to be

correct, the hypothesis becomes a

theory

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Theory

A theory is a statement, based on

experimental evidence, that predicts

the likelihood of future observations

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The Theory

Review

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Observation

ProblemTheory

HypothesisExperiment

The Cycle of Science

Review

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More About Theories

Theories are provincial

If new data proves them wrong, they

must give way to new theories

Theories can only explain

observations to the best of their

ability, with the existing set of data

at the time

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Truth?

Therefore, scientific theories do not

give absolute truth

They can and do change over time.

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Before Acceptance

Theories must undergo peer

review

Other experts in the same field

review and test the hypothesis

The hypothesis becomes a theory

only after peer review has also

successfully tested the data

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Scientific Law

A scientific law is a generalization

about the behavior of nature from

which there have been no known

deviations after numerous

observations or experiments.

Few theories are elevated to the

level of law

One example is the law of gravity

Review

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Definition:The Scientific

Method

A way of observing reality that

seeks to determine the HOW and

the WHAT of what we observe

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Critical Thinking

You have noticed that salt is often

included in recipes that call for

cooking something in boiling water

What are your hypotheses

concerning the need for the added

salt? What does the salt do?

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Critical Thinking

What are your hypotheses?

How will you test these ideas?

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Homework for Class Session # :

Marketplace Jobs Write Up

Summary of Inventories Paper: Get started -

write (type) a summary paragraph of results

for Learning Style

Ticket Out the Door

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Ticket Out the Door

What is a potential filter/s that may begetting in the way of your

communication with others.

Please include your name on your notecard.