Professional Documents
Culture Documents
Comm
Comm
Comm
1. SEMANTICS
Definition of words Choice of words
Oral alone:
Simple reprimand Settle simple dispute
Written alone:
Dont need immediate feedback Need record
2. USE OF CHANNELS
Both channels:
Commendation Serious reprimand Important policy change
Nonverbal
Be aware of it.
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS
7. PERCEPTIONS
Stereotypes Halo effects Selective perception
See and hear what we expect Ignore if conflicts with what we know.
Projection
TO OVERCOME BARRIERS:
Learn to use feedback well. Be sensitive to receivers point of view. Listen to UNDERSTAND! Use direct, simple language, or at least use language appropriate to the receiver. Use proper channel(s). Learn to use channels well. Learn to use supportive communication, not defensive communication.
LISTENING WITH...
EXPERIENCE
WHAT WE KNOW
BIASES
STEREOTYPES
PERCEPTIONS
EMOTIONS
LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND REFLECT FEELING 5. SAY NOTHING
LISTEN TO UNDERSTAND Before I can walk in another persons shoes, I must remove my own.
Unknown
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
1. ASK PERMISSION
2. ESTIMTE TIME LIMIT
3. STATE BOUNDARIES
STATE WHAT IS NOT ACCEPTABLE
5. USE COURAGE
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
HIGH
X
RESPECT
COURAGE
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT BE CLEAR BE SPECIFIC BE HONEST BE RESPECTFUL BE TACTFUL TAKE RESPONSIBILITY FOR YOURSELF
LISTEN TO UNDERSTAND
WHEN YOU ..
(State observed action.)
I FEEL
(State feeling.)
BECAUSE I THINK ..
(Thought that causes the feeling.)
LISTEN TO UNDERSTAND
When you meet me an hour after you said you would I feel angry and hurt
Because I think you dont care much about my job demands And I would like you to call when you are going to be late.
LISTEN TO UNDERSTAND
YOURE AN HOUR LATE!
YOU MAKE ME ANGRY! YOURE ALWAYS LATE! YOU DONT CARE ABOUT MY TIME/FEELINGS! YOU MAKE ME SICK!
NOT LISTENING?
AUTOBIOGRAPHICAL RESPONSES: PROBE
GIVE ADVICE
EVALUATE INTERPRET
UNDERSTANDING?
I
KNOW WHAT I
I
MEAN?
HEAR YOU BEEN THERE! UNDERSTAND ME? HEAR WHAT I SAID? KNOW WHAT TO DO?
FIXING = LISTENING?
DONT FEEL BAD.
DONT CRY. DONT BE UPSET. YOU SAY THAT BUT YOU ALWAYS DO WELL.
Ten Rules for Good Listening Rule Listening 1. Stop talking Reasoning Behind the Rule You cannot listen if you are talking. Help a person feel free to talk; create a permissive environment. Look and act interested; listen to understand, not to oppose.
4.Remove distractions
Dont doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet.
Ten Rules for Good Listening Rule Listening 5. Empathize Reasoning Behind the Rule Try to see the other persons point of view. Allow plenty of time; do not interrupt; dont start for the door or walk away. An angry person takes the wrong meaning from words.
6. Be patient
Ten Rules for Good Listening Rule Listening 8.Go easy on argument and criticism Reasoning Behind the Rule Dont put people on the defensive and cause them to clam up or become angry; do not argueeven if you win, you lose.
9. Ask questions
This encourages a person and shows that you are listening; it helps to develop points further. This is first and last, because all other guides depend on it; you cannot listen effectively while you are talking.
Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.
1.Channels Congruent. Verbal and non-verbal channels must agree. 2.Descriptive. This is what happened and this is how I felt about it. Id like to suggest an alternative that would be more acceptable. 3.Problem oriented. How can we solve this problem?
Incongruent. Oh, do I seem upset? No, everything is fine - while obviously upset. Evaluative. You are wrong for doing what you did.
4.Specific. I felt like I did not get equal time to cover my material in that presentation. 5.Owned. I have decided to turn down your request because
Global. You are always seeking all the recognition for our work. Not owned. You have a pretty good idea, but you know how it is in this organization -- everyone cant get everything they want. Not validating. I cant believe you could think such a thing.
7.Equality oriented. I have some ideas, but do you have any suggestions? 8.Flexible. I have some questions, but lets explore it further. 9.Appropriately intimate. Since we have known each other a long time, Id like to tell you how I feel about our relationship.
Superiority oriented. Your suggestion is dumb. This is the way to handle this problem. Closed-minded. Whatever made you think that would work? Overbearing or aloof. I know we just met, but I really need to tell you something personal.
ORGANIZATIONAL COMMUNICATION
STRUCTURE SHOULD FACILITATE, NOT HINDER MANAGE INFORMATION FLOW CLIMATE INFLUENCES INTERGROUP INTERACTIONS, BARRIERS? USE GRAPEVINE
COMMUNICATION NETWORKS .
. . .
Y
.
.
.
. .
WHEEL, STAR
CENTRALIZED
COMMUNICATION NETWORKS
.
. . . . . . .
.
.
CIRCLE
COMMUNICATION NETWORKS
SIMPLE TASKS
CIRCLE ALL CHANNEL
Y WHEEL STAR
COMPLEX TASKS
Y WHEEL STAR