Communicating for
Results
9e
6
Key Ideas
Overcoming Obstacles
to Communication in
Organizations
•Defining situational anxiety
•Obstacles to Communication
•Defining sexual harassment
•Tips for using technology to
communicate
Copyright Cengage © 2011
1
Consider this . . .
Communication barriers are like
roadblocks: they bring communication to
a complete halt. Communication
obstacles are more like potholes: they can
cause uncomfortable bumps and jars, but
with skill and training you can learn to
avoid them.
Copyright Cengage © 2011
2
Tim Boyle/Getty Images
Technology, a song writer
and United Airlines:
A Case Study
Read or describe the case study
 Answer the following questions:
Was United Airlines action to repair the
damage adequate?
What action should United take to prevent
future customer service incidents?
Is technology an advantage or obstacle to
communication?
Copyright Cengage © 2011
3
Obstacles to Communication
 Communicator anxiety
 Situational Anxiety
 Inadequate preparation
 Vague instructions
 Jumping to conclusions
 Bypassing
 Sexual harassment
 Communication technology
Copyright Cengage © 2011
4
Communicator Anxiety
Types include . . .
Situational -- anxiety caused by
factors present in a specific
speaking situation
© Roger Persson
Trait -- internal anxieties an
individual brings to the
speaking situation
Copyright Cengage © 2011
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Managing Situational Anxiety
© Roger Persson
 Prepare and practice!
 Warm up
 Concentrate on meaning
 Use a relaxing introduction
 Use deep breathing
 Use visual aids
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Factors that influence Trait Anxiety
NOVA Development
 Genetic endowment
 Experiences
 Perception of current situation
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Managing Trait Anxiety
© Annie Dowie
 Use positive imagery or
visualization>
Copyright Cengage © 2011
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Positive Imagery Defined
© Jason Harris
Creating a positive, vivid &
detailed mental image of
yourself confidently giving a
successful presentation.”
Copyright Cengage © 2011
9
Positive Imagery
© Roger Persson
We act as the
person we “see”
ourselves to be
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AP/Wide Photos
Visualization is the Key
Words
+
Vivid Mental Pictures
+
Feelings
=
Confidence
Copyright Cengage © 2011
11
Managing Trait Anxiety (Con’t)
Copyright Cengage © 2011
© Annie Dowie
 Use positive imagery or visualization
 Use your imagination
 See yourself as the speaker you want to
be
 Picture yourself being successful
 Remember: Words + vivid mental
pictures + feelings = confidence
 Read a positive imagery exercise
(p. 162)
12
Other anxiety reducing methods
Systematic desensitization
Learning to relax with deep muscle relaxation
and breathing
Learning to Remain relaxed while visualizing
a series of communication situations
progressing from low anxiety to high anxiety
(McCroskey, 1972; Richmond & McCroskey,
1998).
Copyright Cengage © 2011
13
Other anxiety reducing methods
Cognitive restructuring
Identifying irrational self-talk that produces
speaker anxiety
Developing alternative coping statements,
and (3) practicing the coping statements in
stressful situations (Ellis, 2004; Fremouw &
Scott, 1979).
Copyright Cengage © 2011
14
Other anxiety reducing methods
Skills training
Identifying reasonable speaking goals
Determining behaviours or skills needed to
achieve each goal
Developing procedures for judging the
success of each goal (Duff et al, 2007; Kelley,
1989; Phillips, 1991)
Copyright Cengage © 2011
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Improving Instructions
 Begin with overall picture
 Use few words
 Make words specific & easy to
understand
 Number or “signpost” objects or steps
 Use simple comparisons
 Use repetition
 Use good delivery techniques
Copyright Cengage © 2011
“Project F” on p. 158
16
Awareness Check: Meanings of Terms
Directions: Decide what percentage of certainty (from 0 to 100 percent) is
implied when you use each of the following terms—for example, if you tell
someone that your attendance at the staff party is “likely,” do you mean there is
an 85 percent chance of being there, a 30 percent chance, or what? Write the
percentage that expresses your usual meaning next to each term. Ask three other
people to do the same thing, and compare answers. You can take this quiz
online and view the answers at your Premium Website for Communicating for
Results.
TERMS COMMONLY USED IN BUSINESS
_____
_____
_____
_____
_____
1.
2.
3.
4.
5.
Absolute
Certain
A cinch
Indefinite
Open to question
_____
_____
_____
_____
_____
_____
6. Possible
7. Probable
8. Risky
9. Settled
10. A sure thing
11. A toss-up
*Adapted from Schneider, Donaghy, & Newman, 1975, pp. 22–23.
Copyright Cengage © 2011
17
Sexual Harassment Defined
Unwelcome sexual advances, requests for
sexual favors, and other verbal or physical
conduct of a sexual nature constitute sexual
harassment when this conduct explicitly or
implicitly affects an individual’s
employment, unreasonably interferes with
an individual’s work performance, or
creates an intimidating, hostile, or
offensive work environment. (U.S. EEOC,
2009)
Copyright Cengage © 2011
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Basic Concepts in Sexual Harassment
Quid pro quo (“something for something”)
Sexual favors for job perks
Punishment for rejection of sexual overtures
Hostile work envrionment
Work conditions are sexually intimidating or
offensive
Conditions interfere with job performance
Copyright Cengage © 2011
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Dealing with sexual harassment
 Review organizational policies
 Project friendly but professional image
 Confront harasser in assertive manner
 Document incidents of harassment
 Report incident to supervisor
 Weigh consequences of further action
Copyright Cengage © 2011
20
Communication Technology
Advantages to e-mail and IM’s . . .
Employees learn the system rapidly
Social contacts are valuable in later
work tasks
Improved quality of work life
Enhanced creativity
Copyright Cengage © 2011
21
Communication Technology
Disadvantages to e-mail , IM, & Blogs . . .
Legal for employers to inspect employee
e-mail
Senders seldom proof-read for content or
tone
People respond to e-mail, IM’s, & blogs even
when uncertain or angry
Senders overlook the value of mirroring
others’ sensory channels
Copyright Cengage © 2011
22
Videoconferencing
Characteristics of electronic meetings . . .
Less emotion and conflict
Participation more organized
Decision-making equal to face-to-face
Participation more equal
Less satisfying than
face-to-face
Copyright Cengage © 2011
23
Communicating for
Results
9e
6
Key Ideas
Overcoming Obstacles
to Communication in
Organizations
•Defining situational anxiety
•Obstacles to Communication
•Defining sexual harassment
•Tips for using technology to
communicate
Copyright Cengage © 2011
24