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Communication
Communication
Communication
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 - uninterpreted and unanalyzed facts
Information - data that have been interpreted, analyzed, & and have meaning to some user Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver
Communicator
Receiver
Event X
Perceptual screens
Perceptual screens
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 receivers 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
Barriers to 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
Nondefensive Communication
Nondefensive Communication communication that is assertive, direct, & powerful Provides basis for defense when attacked restores order, balance, and effectiveness
Defensive Tactics
Defensive Tactic Speaker Example
Power Play
Put-Down Labeling Raising Doubts
Boss
Boss Boss Boss
Finish this report by months end or lose your promotion. A capable manager would already be done with this report. You must be a slow learner. Your report is still not done? How can I trust you, Chris, if you cant finish an easy report?
Defensive Tactics
Defensive Tactic Speaker Example Misleading Employee Morgan has not gone over with Information me the information I need for the report. [Morgan left Chris with a copy of the report.]
Scapegoating
Hostile Jokes Deception
Employee Morgan did not give me input until just today. Employee You cant be serious! The report isnt that important. Employee I gave it to the secretary. Did she lose it?
Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words Four basic types Proxemics - an individuals 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
X O
Cooperation
X O Communication O X O
NonCommunication
X
Competition
Boss fails to acknowledge employees greeting I wonder what hes hiding? No eye contact while communicating
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.