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Communicating In A Changing World! Understanding yourself and employees who are constantly influenced by variables such as gender, time, and culture. C.J.Pulvino,

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Presentation on theme: "Communicating In A Changing World! Understanding yourself and employees who are constantly influenced by variables such as gender, time, and culture. C.J.Pulvino,"— Presentation transcript:

1 Communicating In A Changing World! Understanding yourself and employees who are constantly influenced by variables such as gender, time, and culture. C.J.Pulvino, Ph.D. @ 2007

2 2 Hemispheric Specialization Right hemisphereLeft hemisphere Right sideLeft side Corpus callosum

3 3 Hemispheric Specialization Verbal Analytical Rational Logical Sequential Temporal Causal Linear Visual Intuitive Experiential Holistic Receptive Non-temporal Synthesizing Spatial LEFTRIGHT

4 COMMUNICATION: Hard & Soft Hard Side (Left) Logic Reason Exactness Focused Factual Forceful Specific Direct Certain Soft Side (Right) Humor Metaphors Quotes Ambiguity Fantasy Hedges Paradox Qualifiers Imagery

5 5 Conscious-Subconscious Processing… Mario Conforti Sensing processes Interpretative aspects Evaluation components Decision-making skills Focused processing Data storage Autonomic processing Scanner Buffer Continuous processing

6 6 Computer Model of the Mind Sense Interpret EvaluateDecide Data Autonomic processing Scanner storage Buffer Conscious Processing Sub-conscious Processing * Focused activity * Continuous activity

7 7 Needs…A.Maslow ( 1969 ) Basic physiological Security Social contact Self-esteem Self-actualization Knowledge Truth, Beauty

8 8 Values Systematic development 0-5 years old…basic 6- 16 years old…peer influence 17-22 years old…break from family 22 and beyond…return to basics Family…My mother myself by Nancy Friday, Parental influence Cultural influence…Chris, American Indians Interaction influences…Carol, Wins & Losses

9 Cultural Considerations Beyond Culture, E. T. Hall Low-Context High-Context American, Germanic Future Oriented Independent Emerging Values Pass on blame Stoic Emphasis on verbal communication Message in the words Southern European, Oriental Past Oriented Dependent Pass on Values Accept responsibility Highly interactive Emphasis on non-verbal communications Message in the medium

10 Generational Communications The Fourth Turning, Strauss and Howe G.I. Generation, 1901- 1924 Silent, 1925- 1942 Baby Boomers, 1943- 1960 13 th Generation, 1961- 1981 Millennial, 1982 to present

11 Generations: Attributes G I : Can do generation, team work, WW veterans, retired, Grey Panthers Silent: Mentors, professionals, paucity of outstanding leaders Baby Boomers: Idealist, morally certain, political correctness, reformers, group oriented Generation X: Latch-key heritage, children of divorce, street wise, like the basics, concrete learners Millennial: One parent families, computer literate, multicultural, value women

12 Technology Increased efficiency, but, at a cost! Cell Phones Computers Emails Conference Calls Faxed Messages Cell Phones Navigation Systems Instant Messaging Call Waiting

13 13 Channels of Communication GENDER GESTURES WORDS Content… What is said Paralanguage.. How it is said SPACE The Silent Language by Edward Hall

14 14 Gender Differences Females have a tendency to... be more discriminating use greater specificity be more likely to use hypercorrection use greater variety use intensifiers (very, quite or awfully) use hedges and qualifiers (maybe, perhaps,) use disclaimers (“I know this sounds odd, but” use verbal fillers (hmmm, ahh, ehh)

15 15 Communication Principles MALES Value independence Emphasize report talk Talk more than women Talk for information Overestimate word power Argue categorically Argue from external data Focus on external events FEMALES Value relationships Emphasize rapport talk Talk less than men Talk for interaction Underestimate word power Argue personally Argue from internal data Focus on personal data Males and females develop different styles.

16 16 Communication Principles Males Lecture Seek respect Offer information Focus on content Listen silently Females Listen Seek to be liked Seek understanding Focus on emotions Give feedback as they listen Males and females develop different communicative styles.

17 What could he be thinking?... Michael Gorian Women’s corpus collosum is 25% larger than men’s…more neuron connections Women have more serotonin and oxytocin…slows one down, tend/befriend Men have more testosterone…action vs. words Men’s language in the left hemisphere…Women’s in seven different areas

18 What could he be thinking?... Michael Gorian Men use approximately one-half the number of words that women do Women’s brains don’t rest whereas men’s periodically “zone out” At any one time, there is 15% more activity in a women’s brain than in a man’s The cortical area of men’s brains is larger and more developed than women’s. This enhances spatial thinking and abstract reasoning. Men typically focus on the big picture before the details.

19 Gestures Non-verbal gestures can reinforce verbal messages, negate the verbal message, or not add to what is said. The professional should use gestures that are consistent with the intended message. For example, when stating, “I’m glad to see you,” demonstrate that you are glad by smiling and offering a hand in greeting.

20 Words Words have inherent meaning. Yet, how they are used impacts what is conveyed. For example, read the following sentences by emphasizing the italicized word: “I didn’t say she stole the money.”

21 21 Space Considerations Relative distances: Intimate18-30 inches Personal30-48 inches Social48-72 inches Public72 + inches Concerns: Confidentiality, Power, Control, Emotional Security The Office: Desk, chair arrangement, Windows, Furniture

22 22 Interviewing Model Build a relationship Diagnose needs and set goals Generate alternatives Choose a plan of action Implement the chosen plan Evaluate the outcome Return to the appropriate step as needed

23 23 Skill Areas Observation Skills Pacing/Blending Listening Skills Exploring Skills Focusing Skills Indirect Suggestion Skills Challenging /Confronting Skills

24 24 Communication Skills From Solution Oriented Counseling 1. Scaling 2. Reframing 3. Soliciting Exceptions 4. Future Pacing 5.Quotes 6.Metaphors

25 25 Persuasion Foundations : A. Maslow, A. Toffler, R. Cialdini Considerations: Attractiveness Authority Consistency Distraction Timing Positioning, i.e.. primacy/ recency Reciprocation Reciprocal concessions Scarcity Self-Deprecation Social Proof Contrast

26 26 References Bennett, M.J. (1998). Basic concepts of intercultural communication. Cialdini, R..B. (1988). Influence: Science and practice (2 nd ed.) Gladwell, M. (2005). Blink Gladwell, M. (2002) The Tipping Point. Gurian, M. (2003). What could he be thinking? Hall, E. ( 1982). Beyond culture. Hall, E. (1981). The silent language. Hall, E.T. & Hall, M.R.(1987). Understanding cultural differences. Lambert, T. (1996). The power of influence. Maslow, A.H. (1954). Toward a psychology of being. Pulvino, C.J., Pulvino, C.A. & Lee, J. (2002). Financial counseling: A strategic approach. Strauss, B. & Howe, N. (1997). The fourth turning. Tannen, D. (1990). You just don’t understand.

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