people
S
O
U
R
C
E
S
Deciding
Planning
Organizing
Controlling
Communication
people
G
O
A
L
S
COMMUNICATION
Content
formal vs. informal
verbal and nonverbal
oral, written
negotiation, critique,…
JoHari window
Hidden area
Social perception
• sentient person
– experiences, actual situation,…
• perceived person
– visual aspect, status, communication
knowledge
• situation context
Process of Communication
SENDER
ANNOUNCEMENT
NOISE
FEEDBACK
RECIPIENT
Types of business
communication
•
downward communication
• ascensional
• horizontal
•
communication
communication
diagonal communication
communicational channels
• formal,
– official,
• informal,
– content and structure of announcement,
– other characteristics.
factors for formal communication
• age (difference betwen partners´ ages),
• status,
• situation,
• mutual acquaintance.
Ordinary communication forms
• verbal communication,
– words,
• nonverbal communication.
Nonverbal communication
• proxemics - distances,
• haptic - touches,
• paralinguistic – ehm, diction, speech.
• mimics - facial expression,
• posture
– human position
Proxemics
(15-75 cm)
(75-120 cm)
(120 - 210 cm)
(> 2 m)
11
announcement
7% WORDS
55%
BODY
LANGUAGE
38% INTONATION,
LANGUAGE
CADENCE, ETC.
ASSERTIVENESS
• passive hearing,
• submissive extortion,
• aggressive extortion,
• assertiveness.
Ten Assertive Rights
•
I have the right to judge my own behavior, thoughts and emotions and to
take the responsibility for their initiation and consequence.
•
I have the right to offer neither reason nor excuse to justify my behavior.
•
I have the right to judge whether I am responsible for finding solutions to
others' problems.
•
I have the right to change my mind.
•
I have the right to make mistakes and be responsible for them.
•
I have the right to say "I don't know.”
•
I have the right to be independent of the good will of others before coping
with them.
•
I have the right to be illogical in making decisions.
•
I have the right to say "I don't understand.“
•
I have the right to say "I don't care“.
techniques of assertiveness
• „ Broken Record“,
• „selective ignoring“,
• „open door“,
Communication in organization
• notice boards,
• internal discs,
• intranet,
• email,
• oral communication.
Negotiation
• necessary activity,
– managers have to negotiate,
• depends on personality,
– dimension dominant vs. submissive,
– dimension agressive vs. sociable.
Process of Negotiation
• preparing
• negotiation
• evaluation
preparing
• information obtaining,
• goals, limits,
• analysis,
• choice of strategy.
negotiation
• separate people and problems,
• focus on interests,
• creation mutually useful offers.
evaluation
• Was the strategy successful?
Kinds of negotiation
• competitive negotiation,
– win - loss,
• cooperate negotiation,
– win – win or compromises,
• fundamental negotiation,
– oriented only to ground of problem
swapping
•
explanation,
•
presentation of competitors opinions,
•
argumentation against the presentation
•
main points record.
Conflicts and their solution
• intrapersonal
• interpersonal
Intrapersonal conflicts
• two
positive powers (Buridan´s donkey)
• two
negative powers
• positive
activity
and negative powers in one
Evolution of conflict
– homeostasis,
– warning signals,
– increasing of differencies,
– Escalation, polarity,
– separation,
– destruction,
– exhaustion,
– latency.
analysis of conflict
reasons, groud
on yourself
Conflict solution
to relationship
•
escape style (turtle),
•
confrontational style (shark),
•
compromise style (fox),
•
adaptive style (bear),
•
cooperative style (owl).
Critique
•
unjustified,
•
justified.