Chapter 2

Chapter Two

Improving Personal and Organizational

Communications

Chapter Preview: Improving Personal &

Organizational Communication

• Impact of advanced technology

• Impersonal versus interpersonal communication

• Communication process and filters that affect it

• Ways to improve communication skills

• Communication flow in organizations and methods for improvement

• Communicating effectively using technology

Copyright © Houghton Mifflin Company. All rights reserved.

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Advanced Technology's Impact on

Communication

• Information age is characterized by:

– rapid advances in technology-based communication

– communication across language and cultural barriers due to increase in global business

– increase in volume and speed of messages

– less face to face communication


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Communication

• E-commerce:

– ability to instantly buy and sell products or services via the World Wide Web

– requires efficient and effective communication skills utilizing the latest technology advances


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Communication

• Need to balance technology with human touch

• Technology can enhance and create a barrier to effective communication

• Too much information can lead to frustration and breakdown in communication


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The Communication Process

• Basic communication process is always the same

• Differences in:

– people

• cultures, countries, lifestyles

– methods

• technology, face to face

– individual interpretation


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The Communication Process

• All organizational communication is on a continuum

Impersonal


Interpersonal

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Impersonal Communication

• One-way information giving process

• Transmit or transfer of information

• Used to give basic information:

– company policies

– instructions

– facts

• Methods include:

– memos

– e-mail letters voice mail

– manuals bulletin boards


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Impersonal Communication

• Advantage:

– Easy ways to get the word out

• Limitation:

– Limited feedback from receiver

– Understanding of message not know

– Timing of message not controlled


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Interpersonal Communication

• Two-way communication

• Verbal exchange of thoughts or information between two or more people

• Descriptions include:

– share discuss argue interact

• Formats include:

– meetings

– phone calls interviews classes

• Response from receiver necessary for effectiveness


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Interpersonal Communication

• Advantages:

– Builds stronger, more personal relationships

– Sender can be sure the message was understood

• Limitations:

– Takes time

– Often not feasible


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Total Person Insight

Many skills are valuable at work, but one skill is essential: the ability to communicate. Whether you are presenting your ideas at a committee meeting, dashing off fifteen e-mails in a row, chatting with a coworker at a copy machine, evaluating an employee, or closing a deal over the phone, what you are doing is communicating. These exchanges are the backbone and the life blood of every organization and every relationship.

Eric Maisel

Author, 20 Communication Tips @ Work


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Effective Communication

• Composed of three basic elements:

– A sender

– A receiver

– An understood message


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Figure 2.1

Diagram of Simple

Communication Process

Figure 2.1


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Complex Communication

• Most communications are more complicated

• Messages travel through filters which can alter the way your message is understood

• Need to be aware of possible distortions so miscommunication can be interpreted


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Figure 2.2

Diagram of More Complex

Communication Process


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Communication Filters

• Semantics

• Emotions

• Attitudes

• Role expectations

• Gender bias

• Nonverbal messages


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Semantics

• Study of relationship between words and their meaning(s)

• Words are not things, they are labels

• Assumptions about meaning can be dangerous

• Abstract terms are subject to more interpretations of meaning


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Language and Cultural Barriers

• Language

– English has been the dominant language

– Considerations when using English with non-native speakers

• speak slowly, clearly

• avoid slang

– Multilingual transactions more common with growth of transnational companies


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• Culture

– An accumulation of values, forms of expression, beliefs, and language

– Shapes one's interpretations of what events mean

– communication problems can be caused by conflicting cultural assumptions


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• Cultures have different standards for

– how fast you should talk

– how much you should talk

– how long you should pause between ideas

– how long you should wait after someone finishes talking before you say something


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• Culture is getting more attention because of

– globalization

– rapid increases in immigrant groups

– growing support for cultural diversity by employers


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• Remember:

– Your words and gestures may influence how the other person is interpreting your message

– Avoid making judgments about others' messages if they are coming from a culture different from your own


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Emotions

• Powerful communication filter

• Receivers may think with their emotions

• Strong emotions can prevent reception, or distort the strength of a message

• May shift attention from the message content to feelings


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Attitudes

• Can be a barrier to effective communication like emotions

• Negative and positive attitudes can create resistance or bias to a message

• Attitude may be based on:

– voice accent

– dress delivery

– speaker’s topic gesture mannerisms


2-25

Role Expectations

• Influences how people expect themselves, and others, to act

• Two ways they can distort communication

– People may identify others too closely with their roles

– People use their roles to alter the way they relate to others or “position power”


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Gender-Specific Focus

• Learned gender roles can influence the way men and women communicate

• Genders conditioned to approach communication in different ways

– Boys: take charge

– Girls: facilitative and cooperative

• Most recent research contents genders more alike than different


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Nonverbal Messages

• Messages without words or silent messages

• Not spoken or written

• Include:

– posture

– voice tone

– appearances facial expressions gestures eye contact


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Nonverbal Messages

• More impact than verbal message

• Being more conscious of nonverbal messages improves communication

• Make sure verbal and nonverbal messages are consistent:

– message clarity

– builds trust


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The Impact of Nonverbal

Messages

Figure 2.3

Source: Silent Messages by Albert Mehrabian (Wadsworth: 1981).


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Eye Contact

• Transmit more information than any other part of the body

• Western standard in business setting:

– meet other person’s eyes 60 - 70%


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Facial Expressions

• Identifies inner feelings and emotions of person

• Most observations are accurate

• “Wearing your emotions on your sleeve”


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Gestures

• Messages indicating reaction to situation

• Should command respect

• Meanings vary across cultures


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Personal Space

• Used to define relationships

• Edward Hall identified “zones” of comfortable distances

• Distances vary across cultures


2-34

Comfort Zones

Intimate Distance

Touching to 18 inches

Personal Distance

From 18 inches to 4 feet

Social Distance

From 4 feet to 12 feet

Public Distance

From 12 feet to 15 feet


2-35

Responsibility for Effective Communication

• Senders and the receivers share equal responsibility

– Senders for sending a clear and concise message

– Receivers for receiving the message that the sender intended

– Use of feedback to ensure accurate message


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Steps to Improve Communication

1.

Send clear messages

2.

Develop active listening skills


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Send Clear Messages

• Use simple, clear and concise words

• Use repetition

• Use appropriate timing

• Consider the receiver’s preferences


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Develop Listening Skills

• Listening is a learned behavior

• Studies show poor listening habits

– People listen at a 25 percent efficiency rate

– About 75 percent of the messages are missed

• Listening should be “active or generous” not passive


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Active or Generous Listening

• Intense involvement and concentration on what one is hearing

• Opportunity to:

– Gain stronger relationships

– Learn new information

– Make fewer mistakes


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Develop Active Listening Skills

1.

Develop a listening attitude

2.

Give the speaker your full attention

3.

Clarify by asking questions

4.

Feed back your understanding of the speaker’s message

– Add depth and dimension with critical and empathic listening skills


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Total Person Insight

Listening well is at the heart of intimacy and connection. When we are able to listen to another person with attention and care, that person feels validated and enhanced.

Harriet Lerner

Author, The Dance of Connection


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Critical Listening

• Organized cognitive process to carefully examine the thinking of others

• Attempt to see topic from speakers point of view

• Especially important when emotions are involved

• Important during impersonal and interpersonal communication


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Empathic Listening

• Listening with the intent to understand how the person feels

• One often has need to talk without expectation of advice or guidance

• Listening with “ears, eyes and heart”

• Rare in Western culture


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Develop Empathic Listening Skills

• Adopt three practices:

– Avoid being judgmental

– Accept what is said

– Be patient


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Communication Channels in Organizations

• Organizations depend on teamwork

• Good communication builds teamwork by

– permitting two-way communication

– unifying group behavior

• Use both formal and information channels


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Formal Channels

• Formal channels used for official information

• Two types

– Vertical

– Horizontal


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Formal Channels

• Vertical channels

– between top and lowest levels

– often via impersonal methods

– less opportunity for feedback

• Horizontal channels

– people on the same level

– often via interpersonal methods


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Informal Channels

• Also known as the “grapevine”

• Exists in all organizations

• Can be both positive and negative

– Information passes quickly

– Can clarify message from formal channels

– Provides for employees’ social needs

– Messages can be distorted, abbreviated, exaggerated, or completely inaccurate


2-49

Improving Organizational Communication

• Develop an effective listening environment

• Encourage upward communication

– employees sharing feelings and ideas with management

• Remove barriers that prevent open communication

– builds trust among all employees, regardless of position


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Communicating via Technology

• Traditional

– memos

– letters

– phone calls

– face-to-face conversations

• High-tech

– virtual office telecommuting

– e-mail

– cellular phone

– fax modem

– electronic documents

– voice mail


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Communicating via Technology

• Advantages

– Time efficiency

– Cost effectiveness

• Disadvantages

– Receiver’s impressions

– Frustration and stress

• Must be used with care to avoid miscommunication


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Voice Mail

• Voice mail tag

– exchange of several voice mails without successful transmission of the message

• Avoid counterproductive exercise in frustration


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Voice Mail

• For incoming calls:

– Keep your recorded message updated daily

– Practice your greeting before recording it

– Include your first and last names, and the date

– Include when you will be retrieving your messages

– Explain how to reach ‘live’ person for urgent calls


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Voice Mail

• When retrieving your voice mail:

– Keep a notepad beside your phone

– Write down the essential information you need for calls you want to return; then delete them

– Return calls promptly


2-55

Voice Mail

• When leaving a voice mail message:

– Be courteous

– Speak clearly and slowly

– Keep message short and simple

– Establish why you are calling

– Give name and contact number

– Let receiver know when you will be available or set a time when you will call again


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E-Mail

• Advantages

– Fast

– Alternative if not comfortable with face to face

– Great equalizer

– Can eliminate gender or racial biases

• Disadvantages

– Can take longer than other methods

– Careful planning and writing skills required


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Guidelines for E-Mail

• Know your company’s e-mail policy

• Create an appropriate e-mail address and signature

• Use the Subject: line

• Watch your language

• Avoid forwarding junk mail


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E-mail Tips

• Do not send when angry or exhausted

• Do not substitute for face-to-face meetings

• Scan subject lines

• Always try to have error-free messages

• Do not use to share rumors, innuendos, or sensitive information

• Avoid unprofessional abbreviations


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Summary

• Age of information has generated rapid advances in communications technology

• But technology needs people to make it work


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Summary

• No longer a need to communicate more; instead, learn to communicate more effectively

• Need to understand the communication process


2-61

Summary

• Two types of communication

– Impersonal

• one-way method used to share basic facts, policies, and instructions that require no feedback from a receiver

– Interpersonal

• two-way exchange in which the receiver understands the message in the same way as the sender intended it


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Summary

• Communication is often filtered through

– semantics

– emotions

– attitudes

– role expectations

– gender bias

– nonverbal messages


2-63

Summary

• Nonverbal body language conveys thoughts and feelings through

– eye contact

– facial expressions

– gestures

– use of personal space


2-64

Summary

• Individuals can improve communication by:

– making their messages clearer

– using repetition and good timing


2-65

Summary

• Organizational communication

– builds team work

– unifies group behavior

• Two channels

– Formal

• vertical or horizontal

– Informal

• grapevine

• Improve by creating channels for upward communication


2-66

Summary

• Communications superhighway has created tremendous opportunities

• Global marketplace has prompted companies to train employees in crosscultural communication


2-67

Chapter 2

Chapter Two

Chapter Preview: Improving Personal &

Organizational Communication

Advanced Technology's Impact on

Communication

Advanced Technology's Impact on

Communication

Advanced Technology's Impact on

Communication

The Communication Process

The Communication Process

Impersonal Communication

Impersonal Communication

Interpersonal Communication

Interpersonal Communication

Total Person Insight

Effective Communication

Complex Communication

Communication Filters

Semantics

Language and Cultural Barriers

Language and Cultural Barriers

Language and Cultural Barriers

Language and Cultural Barriers

Language and Cultural Barriers

Emotions

Attitudes

Role Expectations

Gender-Specific Focus

Nonverbal Messages

Nonverbal Messages

Eye Contact

Facial Expressions

Gestures

Personal Space

Comfort Zones

Responsibility for Effective Communication

Steps to Improve Communication

Send Clear Messages

Develop Listening Skills

Active or Generous Listening

Develop Active Listening Skills

Total Person Insight

Critical Listening

Empathic Listening

Develop Empathic Listening Skills

Communication Channels in Organizations

Formal Channels

Formal Channels

Informal Channels

Improving Organizational Communication

Communicating via Technology

Communicating via Technology

Voice Mail

Voice Mail

Voice Mail

Voice Mail

E-Mail

Guidelines for E-Mail

E-mail Tips

Summary

Summary

Summary

Summary

Summary

Summary

Summary

Summary

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