Communication
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A basic introduction to Communication theories and applications that I use in the class I teach. Focus is on information transfer and non-verbal cues.
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Communication
- 1. Randy Ashby SNHU Adjunct OL 125
- 2. • What is communication? • Why is communication important? • Types of communication • Verbal • Non-verbal • Written • Barriers to communication • Lack of Clarity • Culture • Distractions • Assumptions and Perceptions • Communication Enhancement • Final Thoughts
- 3. • “The act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc. to someone else” (Communication [Def 1]). • Communication has several elements: • Sender – Who is sending the information. • Context – The situation, location, immediacy, tone, and importance of the information. Perception and non-verbal cues are important here. • Content – The actual message that is being conveyed • Delivery Method – Written, Oral, Formal, Informal • Receiver – The intended audience of the information • Giving information is not communicating unless a mutual understanding occurs between the sender and receiver
- 4. • Communication is how we interact with everyone around us. • Communication is how we receive and give information to do our jobs, form relationships, learn, and teach. • Without communication the human race would never had made the technological advances that helped us grow and thrive. • Bad communication can lead to conflict, task failure, or worse.
- 5. • Information is sent and received in three main ways and should all be taken into account when dealing with people. • Verbal – This is what we say over the phone or face to face. These are audible words coming from our mouths. • Written/Visual – This can be anything from Letters, Memorandums, and books to texts, emails, posters, or signs. • Non-verbal – Non-verbal cues are what you tell someone without saying anything. These include facial expressions, body posture, tone of voice, pitch of voice, eye contact, or gestures.
- 6. • Lack of clarity may be the most common of the barriers to good communication. • Senders may provide too little information to be able to get their point across or they may provide too much information which confuses the receivers. • Jargon becomes a hindrance when you use it with people outside of the organization or profession. • Receivers may not ask for clarification if they do not fully understand what is being conveyed which also leads to communication issues.
- 7. • All cultures have their own ideas, values, perceptions, languages, and non- verbal cues. • You need to understand your audience, especially in a global environment, to properly communicate what your ideas are. • “When it comes to communication, what's proper and correct in one culture may be ineffective or even offensive in another. In reality, no culture is right or wrong, better or worse—just different. In today's global business community, there is no single best approach to communicating with one another. The key to cross-cultural success is to develop an understanding of, and a deep respect for, the differences” (Goman, 2011). I like this? Okay? We’re #1? Loser? An Argument?
- 8. • There are many reasons that people are distracted • Phones • Internet • Money Problems • Family Issues • Vacation Plans • Multitasking • Stress • Sickness
- 9. • All three barriers (perceptions, assumptions, and preconceived notions) “can lead us to very negative and critical beliefs about others and that can affect our behavior towards others” and even towards information (Schwartz, 2012). • Senders that assume that their audience understands their point of view risks having their message not fully communicated. Receivers that do not ask questions because they assume they know what is expected risk not getting the full message. • Factors that impact how information is perceived: • Beliefs • Ethics • Attitudes • Biases • Values • Experiences
- 10. • People can also improve their communication skills through active listening and active speaking. • Senders of information can improve their communication by understanding that people learn, and thus communicate, in different ways. • Auditory • Kinesthetic • Visual
- 11. • If the sender and receiver(s) do not have a mutual understanding of what is being conveyed then you have not communicated. • Communication requires active listening, active speaking, and a mutual understanding. Feedback by all parties involved is important. • Understanding how people best communicate and learn is one way to improve communications in organizations.
- 12. • Communication [Def 1]. (n.d.). In Merriam Webster Online. Retrieved from http://www.merriam-webster.com/dictionary/communication • Sudaram, D.S. & Webster, C. (2000). The Role of Nonverbal Communication in Service Encounters. The Journal of Services Marketing, 14(5), p. 378-391. • Eppler, M.J. & Bischof, N. (2011). Complex to Clear: Managing Clarity in Corporate Communication.. St. Gallen, Switzerland: University of St. Gallen Press. • Goman, C.K. (2011). Communicating Across Cultures. Retrieved from https://www.asme.org/engineering-topics/articles/business-communication/communicating- across-cultures. • Schwartz, A. (2012). Preconceived Notions and Their Impact on Thinking and Behavior. Retrieved from https://www.mentalhelp.net/blogs/preconceived-notions-and-their-impact-on- thinking-and-behavior/. • Shirey, W.J. (2007). Leader-Follower Communication in the 21st Century: How Distractions can Influence Relationships (Doctoral Dissertation). Retrieved from ProQuest. UMI 3292273. • Franklin, G. & Platt, J.S. (1994). How Cultural Assumptions May Affect Teaching, Learning, and Communication in the Nation’s Prisons. Journal of Correctional Education, 45(2), p. 86-91. • Recker, J., Reijers, H.A., & van de Wauw, S.G. (2014). Process Model Comprehension:
Hinweis der Redaktion
- Many people do not consider the impact of non-verbal communication on how others receive the information; however, it is probably the most important aspect of dealing with others. Sundaram & Webster (2000) note that “it is suggested that nonverbal communication…accounts for nearly 70 percent of all communication” (p. 378). While the studies have focused on face to face encounters there are also several other cues that are around. Think about someone that has a large desk and a big chair with shorter chairs on the other side. What does this convey to the people sitting in those spots? Now, think about two texts you get from your significant other “Call me please” or “Call me now”. These pretty much say the same thing but they have different meanings to people.
- Some of the biggest issues with clarity includes the use of sarcasm, technical wording, and withholding or flooding people with information. Sarcasm does not translate very well via email or text, two of the main forms of communication today, nor does it really connect with people of different cultures. Too much or too little information does not get people doing what needs to get done. This is not because they do not want to do the right thing, rather, they do not have an understanding of what is required or desired. Too much information overloads people and does not allow them to get to the core issues while too little information leaves room for interpretation that may not be correct. Additionally, technical discussions or organizational specific jargon means very little to people not “in the know”. Make sure that you are not only clear on what information you are sending but also that the receiver is clear as well. Eppler & Bischof (2011) put the issue of clarity very well by stating that “when our communication is unclear, our target audience is unlikely to understand us; and if they don’t understand us, they will not agree with us. If they don’t agree, they are unlikely to make a decision or take action in our favor. In such a case, the communicator will have spent time and money without achieving the desired results” (p. 9). Have you had issues of clarity in communication? What were the results? How did you address those concerns?
- Cultural differences arise not only in dealings with people from other countries as they can happen between people of different socio-economic backgrounds, ethnicities, or even regions of the country. Think about the various areas of the United States and how there are many differences here. Ya’ll, you guys, yinz, you ‘uns….all mean the same thing but are oddities when taken out of their region (the same can be said for soda, pop, coke, soda pop, cola). While these are not going to necessarily change the meaning of a discussion in many people’s minds there are other things as well. Non-verbal communication is something that is different as well, especially when dealing with global issues. Look at the pictures above; in the United States we do not bat an eye at these hand gestures but in other parts of the world the first three (going left to right) are just as bad flipping someone off is here. The next one, to us, is calling someone a loser; in China it is how they show the number 8. The final picture may look like two people arguing to us but in Italy, France, Iraq, and Afghanistan (as well as others) this is a normal way to engage another person. Understanding these differences is one way to make sure that you get good communication with those not from your neck of the woods.
- Distractions are a factor of the world we live in today, much of it being self imposed. Look at the picture of the work space above and then think of your own environment. I bet some of you even began to start noting items that weren’t present like a cell phone, tv/radio playing in the background, co=worker talking to you next to your space, etc. How many times has someone called you and you didn’t bother to stop working on your computer and then you forgot both what you were working on and what the conversation was about? Other issues can distract people as well; just look at the list in the slide and I bet on any given day at least three of them have an impact on things you are doing. Shirey (2007) conducted a survey of people and noted that most of them “were able to quickly recall incidents where rapport was affected when either a leader or follower’s attention was diverted…The emotion present in many of the interviews indicates that rapport is often appreciably affected and has the potential to influence the overall leader-follower relationship over time” (p. 84). Translation: if people feel like they are being ignored then they are going to get mad which will break down communication channels.
- These factors work together as each person is going to have different ideas based off of their experiences. All parties involved bring in different talents, education, and ideas but they also have their own assumptions, perceptions, and preferences; finding a way to get everyone on the same page is part of good communication. Franklin & Platt (1994) note that people have “to become very familiar with his/her belief system, values, prejudices, attitudes, and preferences because these have a tendency to contaminate the…communication process and cause unnecessary stress for the people” (p. 90) involved. If you make an assumption about how something should be done then you run the risk of not getting to the desired end state. Likewise, if you assume that people are going to understand points that are in your head, but not expressly stated, then you run the risk of not getting the right tasks completed. People are also going to receive information differently from someone that you have had good experiences with than with someone you have not gotten along with. Additionally, human nature states that you are also going to perceive information in a different way from a CEO or business owner than you will from just your first line supervisor. One of my favorite examples of these barriers is this: How do you know when a politician is lying? Their lips are moving. What does this say to you? How does this work when you hear promises from your own elected officials?
- Improving communication is sometimes as simple as being an active participant in the information flow; active listening and speaking. This means that you should focus on your counterpart(s), ask questions to clarify points, ensure that you have a mutual understanding of the information, and to maintain an open dialogue. Understanding how you learn and communicate, and the fact that others learn and communicate in different ways, is also a key element of improving communication. Recker, Reijers, & van de Wouw (2014) note that people “take in a process information in different ways: by seeing and hearing, reflecting and acting, reasoning logically and intuitively, analyzing and visualizing, or steadily in fits and starts” (p. 204). In learning module 1 we talked about learning styles; do you think that your learning style translates to how you communicate as well? How can you incorporate this into working with others?