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Communication

 BY:
 AARTI GILL
Communication
Communication - the evoking of a shared or common
meaning in another person
Interpersonal Communication - communication
between two or more people in an organization
Communicator - the person originating the message
Receiver - the person receiving a message
Perceptual Screen - a window through which we
interact with people that influences the quality,
accuracy, and clarity of the communication.
Communication
Message - the thoughts and feelings that the
communicator is attempting to elicit in the
receiver.
Feedback Loop - the pathway that
completes two-way communication.
Language - the words, their pronunciation,
and the methods of combining them used
& understood by a group of people.
Communication
Data - uninterrupted and unanalyzed facts.
Information - data that have been interpreted,
analyzed, & have some meaning to user.
Richness - the ability of a medium or channel
to extract or evoke meaning in the receiver.
Basic Interpersonal
Communication Model
Event
XMessage
• Context
• Affect
Perceptual screens
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Perceptual screens
Communicator Receiver
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
Reflective Listening
Reflective Listening - the skill of listening carefully to
another person and repeating back to the speaker the
heard message to correct any inaccuracies or
misunderstandings
This complex
process needs
to be divided to
be understood
What I heard you
say was we will
understand the
process better if we
break it into steps
Reflective Listening
 Emphasizes receiver’s role.
 Helps the receiver & communicator clearly &
fully understand the message sent.
 Useful in problem solving.
Reflective Listening
Reflective listening emphasizes
 the personal elements of the communication
process
 the feelings communicated in the message
 responding to the communicator, not leading the
communicator
 the role or receiver or audience
 understanding people by reducing perceptual
distortions and interpersonal barriers
Reflective Listening:
4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings
One-way vs. Two-way
Communications
One-Way
Communication - a
person sends a message
to another person and no
questions, feedback, or
interaction follow
 Good for giving
simple directions
 Fast but often less
accurate than 2-way
communication
Two-Way
Communication - the
communicator & receiver
interact
 Good for problem
solving
Five Keys to Effective
Supervisory Communication
 Expressive speaking
 Empathetic listening
 Persuasive leadership
 Sensitivity to feelings
 Informative management
Barriers to Communication
 Physical separation
 Status differences
 Gender differences
 Cultural diversity
 Language
Communication
Barriers -
factors that block
or significantly
distort successful
communication
Defensive Communication
Defensive Communication - communication that
can be aggressive, attacking & angry, or passive
& withdrawing.
Leads to
 injured feelings
 communication breakdowns
 alienation
 retaliatory behaviors
 nonproductive efforts
 problem solving failures
Non-defensive Communication
Nondefensive Communication -
communication that is assertive, direct,
& powerful.
Provides
 basis for defense when attacked
 restores order, balance, and
effectiveness
Two Defensiveness Patterns
Dominant Defensiveness -
characterized by active,
aggressive, attacking behavior
Subordinate Defensiveness -
characterized by passive,
submissive, withdrawing
behavior
Defensive Tactics
Defensive Tactic Speaker Example
Power Play Boss “Finish this report by month’s
end or lose your promotion.”
Put-Down Boss “A capable manager would
already be done with this report.”
Labeling Boss “You must be a slow learner.
Your report is still not done?”
Raising Doubts Boss “How can I trust you, Chris, if
you can’t finish an easy report?”
Defensive Tactics
Defensive Tactic Speaker Example
Misleading
Information
Employee “Morgan has not gone over with
me the information I need for
the report.” [Morgan left Chris
with a copy of the report.]
Scapegoating Employee “Morgan did not give me input
until just today.”
Hostile Jokes Employee “You can’t be serious! The
report isn’t that important.”
Deception Employee “I gave it to the secretary. Did
she lose it?”
Nondefensive Communication:
A Powerful Tool
 Speaker seen as centered, assertive, controlled,
informative, realistic, and honest
 Speaker exhibits self-control & self possession
 Listener feels accepted rather than rejected
 Catherine Crier’s rules to non-defensive
communication:-
1. Define the situation
2. Clarify the person’s position
3. Acknowledge the person’s feelings
4. Bring the focus back to the facts
Nonverbal Communication
Nonverbal Communication - all elements of communication
that do not involve words
Four basic types
 Proxemics - an individual’s perception & use of space
 Kinesics - study of body movements, including posture
 Facial & Eye Behavior - movements that add cues for the
receiver
 Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
c
c = social 4-12’
b
b = personal 1.5-4’
Proxemics: Territorial Space
Territorial Space - bands of space extending
outward from the body; territorial space differs
from culture to culture
a
a = intimate <1.5’
dd = public >12’
Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain
positions according to the person’s purpose in
communication
Cooperation
X O
Non-
Communication
O X O
Competition
X
O
X
Communication
O
Examples of
Decoding Nonverbal Cues
Boss fails to acknowledge
employee’s greeting
No eye contact
while
communicating
Manager sighs deeply
Boss breathes
heavily &
waves arms
He’s
unapproachable!
My opinion
doesn’t count
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of
his way!
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
New Technologies
for Communication
 Informational databases
 Electronic mail systems
 Voice mail systems
 Fax machine systems
 Cellular phone systems
How Do New Technologies
Affect Behavior?
 Fast, immediate access to information
 Immediate access to people in power
 Instant information exchange across distance
 Makes schedules & office hours irrelevant
 May equalize group power
 May equalize group participation
 Communication can become more impersonal—
interaction with a machine
 Interpersonal skills may diminish—less tact, less
graciousness
 Non-verbal cues lacking
 Alters social context
 Easy to become overwhelmed with information
 Encourages polyphasic activity
How Do New Technologies
Affect Behavior?
Strive for
message
completeness
Tips for Effective Use of New
Communication Technologies
Build in
feedback
opportunities
Provide
social
interaction
opportunities
Don’t
assume
immediate
response
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Provide
social
interaction
opportunities
THANKS

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Communication

  • 2. Communication Communication - the evoking of a shared or common meaning in another person Interpersonal Communication - communication between two or more people in an organization Communicator - the person originating the message Receiver - the person receiving a message Perceptual Screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication.
  • 3. Communication Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver. Feedback Loop - the pathway that completes two-way communication. Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people.
  • 4. Communication Data - uninterrupted and unanalyzed facts. Information - data that have been interpreted, analyzed, & have some meaning to user. Richness - the ability of a medium or channel to extract or evoke meaning in the receiver.
  • 5. Basic Interpersonal Communication Model Event XMessage • Context • Affect Perceptual screens / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / Perceptual screens Communicator Receiver Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs
  • 6. Reflective Listening Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings This complex process needs to be divided to be understood What I heard you say was we will understand the process better if we break it into steps
  • 7. Reflective Listening  Emphasizes receiver’s role.  Helps the receiver & communicator clearly & fully understand the message sent.  Useful in problem solving.
  • 8. Reflective Listening Reflective listening emphasizes  the personal elements of the communication process  the feelings communicated in the message  responding to the communicator, not leading the communicator  the role or receiver or audience  understanding people by reducing perceptual distortions and interpersonal barriers
  • 9. Reflective Listening: 4 Levels of Verbal Response Affirm contact Paraphrase the expressed Clarify the implicit Reflect “core” feelings
  • 10. One-way vs. Two-way Communications One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow  Good for giving simple directions  Fast but often less accurate than 2-way communication Two-Way Communication - the communicator & receiver interact  Good for problem solving
  • 11. Five Keys to Effective Supervisory Communication  Expressive speaking  Empathetic listening  Persuasive leadership  Sensitivity to feelings  Informative management
  • 12. Barriers to Communication  Physical separation  Status differences  Gender differences  Cultural diversity  Language Communication Barriers - factors that block or significantly distort successful communication
  • 13. Defensive Communication Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing. Leads to  injured feelings  communication breakdowns  alienation  retaliatory behaviors  nonproductive efforts  problem solving failures
  • 14. Non-defensive Communication Nondefensive Communication - communication that is assertive, direct, & powerful. Provides  basis for defense when attacked  restores order, balance, and effectiveness
  • 15. Two Defensiveness Patterns Dominant Defensiveness - characterized by active, aggressive, attacking behavior Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
  • 16. Defensive Tactics Defensive Tactic Speaker Example Power Play Boss “Finish this report by month’s end or lose your promotion.” Put-Down Boss “A capable manager would already be done with this report.” Labeling Boss “You must be a slow learner. Your report is still not done?” Raising Doubts Boss “How can I trust you, Chris, if you can’t finish an easy report?”
  • 17. Defensive Tactics Defensive Tactic Speaker Example Misleading Information Employee “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] Scapegoating Employee “Morgan did not give me input until just today.” Hostile Jokes Employee “You can’t be serious! The report isn’t that important.” Deception Employee “I gave it to the secretary. Did she lose it?”
  • 18. Nondefensive Communication: A Powerful Tool  Speaker seen as centered, assertive, controlled, informative, realistic, and honest  Speaker exhibits self-control & self possession  Listener feels accepted rather than rejected  Catherine Crier’s rules to non-defensive communication:- 1. Define the situation 2. Clarify the person’s position 3. Acknowledge the person’s feelings 4. Bring the focus back to the facts
  • 19. Nonverbal Communication Nonverbal Communication - all elements of communication that do not involve words Four basic types  Proxemics - an individual’s perception & use of space  Kinesics - study of body movements, including posture  Facial & Eye Behavior - movements that add cues for the receiver  Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying
  • 20. c c = social 4-12’ b b = personal 1.5-4’ Proxemics: Territorial Space Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture a a = intimate <1.5’ dd = public >12’
  • 21. Proxemics: Seating Dynamics Seating Dynamics - seating people in certain positions according to the person’s purpose in communication Cooperation X O Non- Communication O X O Competition X O X Communication O
  • 22. Examples of Decoding Nonverbal Cues Boss fails to acknowledge employee’s greeting No eye contact while communicating Manager sighs deeply Boss breathes heavily & waves arms He’s unapproachable! My opinion doesn’t count I wonder what he’s hiding? He’s angry! I’ll stay out of his way! SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
  • 23. New Technologies for Communication  Informational databases  Electronic mail systems  Voice mail systems  Fax machine systems  Cellular phone systems
  • 24. How Do New Technologies Affect Behavior?  Fast, immediate access to information  Immediate access to people in power  Instant information exchange across distance  Makes schedules & office hours irrelevant  May equalize group power  May equalize group participation
  • 25.  Communication can become more impersonal— interaction with a machine  Interpersonal skills may diminish—less tact, less graciousness  Non-verbal cues lacking  Alters social context  Easy to become overwhelmed with information  Encourages polyphasic activity How Do New Technologies Affect Behavior?
  • 26. Strive for message completeness Tips for Effective Use of New Communication Technologies Build in feedback opportunities Provide social interaction opportunities Don’t assume immediate response Is the message really necessary? Regularly disconnect from the technology Provide social interaction opportunities

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