5 communications

1. Communications Our last class

2. Why is communication important? • It’s what we humans do. • Communications makes us human • In the process of management, we communicate when: • We plan • We organize • We control • We lead

3. OK, so what is it?

4. What is Communication • A process of acting on Information • An action process • Information is transferred • Interactive • Includes feedback within a context • Noise • Transactive • Simultaneous interaction • Complex process • Verbal and Non Verbal interaction

5. Communication Sender channel Receiver Noise Noise Filter Filter

6. Listening

7. Listening is a complex activity that is learned

8. Myths about Listening • Related to Intelligence • Cannot be learned • Listening is the same as hearing • Speaker is responsible for communication • Means agreeing

9. Listening on Three Levels • Hearing • Involves receiving, translating and understanding the message • Involves translating non verbal cues to comprehend the message as intended • Analyzing • Hearing is included • Inferring the intent of the speaker-what did he really mean-and the context in which communication is taking place. • Confirming responses and asking questions helps with this

10. Empathizing • Includes hearing and analyzing • Gets at the emotional content of the message • Seeing the world through the eyes of the other person • Emotional Relationships breed trust

11. Barriers to Effective Listening • Anything at all that distracts • Prejudging - I know what he’s going to say-mind goes on vacation • Rehearsing - As soon as he stops talking this is what I’ll say.

12. Active Listening Involves • Stop what you are doing • Look for the non verbal cues that identify feelings • Match verbal and non verbal cues to decipher content and emotion • Ask confirming questions • Paraphrase content to insure you understand • Paraphrase feelings to understand what is being felt

13. Language and Words • One of the things that make us human • Ability to create our world • Tools by which people make sense of other people’s world • Act as boundaries to group communications - double filters • Affecting group climate • Make people defensive • Shift attention towards personal goal of protection and away from the group goal, reducing productivity

14. Non Verbal Communications

15. Importance of non verbal communications • We communicate non verbally --- like it or not! • Emotions and feeling generally are communicated non verbally. • Non verbal communication is more believable.

16. Frequency of Non Verbal Communication • 7% of the emotional meaning of a message is verbal • People use non-verbal communication far more than verbal • Exercise on Page 157

17. Functional • Emphasizes meaning • Communicated in a context

18. Structural • Dealing with the management of space to facilitate communications

19. Non Verbal Communication • Kinesic Behavior-Functional • Body Postures, movements, eye contact, facial expressions • Paralinguistic Qualities- Functional • Vocal tone e.g. pitch, volume,rate, intonation, use of silence • Proxemic Behavior-Structural • Spatial and distance orientations

20. Kinesic Behavior- Functional • Emblems – gestures that replace spoken messages • Shhh • Hitch hikers thumb • Check your watch • Illustrators – add meaning to verbal communication • Pound the desk for emphasis • Affect Display – demonstrates feelings • Slouch means bored • Regulators • Eye contact, facial expression, raised hand that regulates the flow of the conversation. Can I talk now? • Self Adapters • Nervous habits that help adapt to environment.- holding a pencil

21. Communicating with your eyes • Performs four functions in communications • Cognitive – look away to clear thoughts, or keep from being distracted • Monitoring – allows modifying message based on reactions • Regulatory – open or close communication gate • Expressive – helps express emotions

22. Proximic Behavior • The way we use space • Communications are facilitated when distance is comfortable

23. Proximic Behavior • Territoriality and Personal Space • Resident advantage • space you own-home court advantage • perform better in your space • Mark our territory • Personal Space • Psychological outline around you • Expands and contracts to meet social needs • Four categories that have implications for group behavior − Intimate Distance (0 to 8 inches) Body contact and intimate relationship. − Personal distance (1 ½ to 4 feet) typical interaction for friends, − Social distance (4 to 12 feet) out of touch range – used for casual contact with strangers and business functions − Public distance (12 feet and beyond) formal encounters, speeches, platform presentations, classrooms

24. Personal Space varies culturally and ethnically • Saudi Arabia, you might find yourself almost nose to nose with a business associate because their social space equates to our intimate space. • If, on the other hand, you were visiting a friend in the Netherlands, you would find the roles reversed, you would be doing the chasing because their personal space equates to our social space. • Americans tend to pull in our elbows and knees and try not to touch or even look at one another while riding the bus. • In Japan, subway passengers are literally pushed into the cars until not even one more person will fit. You cannot help but be pressed against someone else's sweaty body.

25. Proximic Behavior • Group Spatial Ecology • Sociopetal-encourages contact • Sociofugal-discourages discourse and communication • The way people arrange themselves in small groups − Leaders and dominent people sit at the ends of rectangular tables − Potential leaders are in positions with the most eye contact

26. Spatial Ecology • Who you have eye contact with determines who you talk to • People who are more centrally located receive more messages • You speak to people across from you • People who sit at the corners of a table contribute less

27. Informal communications • MBWA • No formal agenda • Make friends • Observe what is going on • Grapevine • Links all employees in all directions • 70-90% of information is accurate

28. Workplace Communications

29. Information Model • Reduces time to solve problems by making information universally available and ubiquitous. • Allows teams to work at a distance • Eastman and Mallach • Mode 0=no sharing of computers • Mode 1= Stand alone systems, some hardware sharing • Mode 2= Management puts information where it deems it will be needed • Mode 3= anybody puts anything in the system for anyone to read and use.

30. Barriers to Communication • Individual Barriers • Prejudging and Rehearsing • Selecting the wrong channel • Semantics • Inconsistent cues – verbal /non verbal

31. Barriers to Communication • Organizational • Status and power differences • Organizational Structure

32. Overcoming Barriers • Active listening • Developing appropriate organizations • Create appropriate climate

33. That’s the class!! I hope you have enjoyed it and that you will go out and change the world. Good luck on the final!

5 communications

5 communications

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5 communications