Building Your Career (and Life) Success With Communication Skills Assoc. Prof. Harun Kaya

Content The Importance of Communication Skills to Your Career Writing Skills and Professionalism Lead to Success Using This Course to Build Communication Skills Succeeding in the Changing World of Work Examining the Communication Process Barriers to Communication Overcoming General Communication Barriers Understanding is shaped by Types of General Communication Intrapersonal Communication Interpersonal Communication Tips for Becoming an Active Listener3 How the Eyes, Face, and Body Send Silent Messages4 How Appearance Sends Silent Messages Improving Your Nonverbal Communication Skills Tips for Improving Your Nonverbal Skills2

The Importance of Communication Skills to Your Career «If I went back to college again, I’d concentrate on two areas: learning to write and to speak before an audience. Nothing in life is more important than the ability to communicate effectively.» Gerald R. Ford, 38th President of the USA

The Importance of Communication Skills to Your Career We live in an information age that revolves around communication. Communication skills are critical to your; job placement, performance, career advancement, and organizational success. In making hiring decisions, employers often rank communication skills among the most requested competencies.

Writing Skills and Professionalism Lead to Success Advancements in technology mean that writing skills are increasingly important because more messages are being exchanged. In addition to expecting employees to write clearly, businesses expect employees to act in a businesslike and professional manner on the job. Companies are reluctant to promote people into management who do not look or sound credible.

Writing Skills and Professionalism Lead to Success SPEECH HABITS Your credibility can be seriously damaged by sounding uneducated, crude, or like a teenager. E-MAIL Employers like to see subjects, verbs and punctuation marks. INTERNET An e-mail address that is your name or a relevant, positive, businesslike expression. It should not sound cute or like a chat room nickname. TELEPHONE A quiet background when you answer the telephone. Never letting a cell phone interrupt business meetings

Using This Course to Build Communication Skills The abilities to read, listen, speak, and write effectively, of course, are not inborn. Because communication skills are learned, you control how well you communicate. Developing career-boosting communication skills requires instruction, practice, and feedback from a specialist. Many people and businesses are paying huge sums to communication coaches and trainers to teach them the very skills that you are learning in this course. You may find this course to be the most important in your entire college curriculum.

Succeeding in the Changing World of Work The following business trends illustrate the importance of excellent communication skills: Heightened global competition Flattened management hierarchies Increased emphasis on team-based management (Self-directed work groups and virtual teams) More participatory management Innovative communication technologies New work environments (Mobile technologies and the desire for a better balance between work and family have resulted in flexible working arrangements) Increasingly diverse workforce Focus on information and knowledge as corporate assets (You will be expected to gather, sort, store, and disseminate data in a timely and accurate fashion. This is the new way of business life.)

Examining the Communication Process What is communication? Communication is the transmission of information and meaning from one individual or group to another. Communication has as its central objective the transmission of meaning. The process of communication is successful only when the receiver understands an idea as the sender intended it. This process generally involves five steps.

The Communication Process Basic Model 3

The Communication Process Basic Model 1. Sender has idea 8

The Communication Process Basic Model 1. Sender has idea 8

The Communication Process Basic Model 2. Sender encodes idea in message 1. Sender has idea 8

The Communication Process Basic Model 2. Sender encodes idea in message 1. Sender has idea 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 5. Feedback travels to sender 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 5. Feedback travels to sender 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 5. Feedback travels to sender 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 6. Possible additional feedback to receiver 5. Feedback travels to sender 8

The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 6. Possible additional feedback to receiver 5. Feedback travels to sender 8

The Communication Process Expanded Model

Understanding is shaped by Communication climate Context and setting Background, experiences Knowledge, mood Values, beliefs, culture 11

A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”

A Classic Case of Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”

Analysis of Flawed Communication Process 20

Analysis of Flawed Communication Process Sender has idea Warn boater 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” 20

Barriers That Caused Cronkite Miscommunication Frame of reference Language skills Listening skills Receiver accustomed to acclaim and appreciative crowds. Maine accent makes "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening.

Barriers That Caused Cronkite Miscommunication Emotional interference Physical barriers Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?

General Communication Barriers Bypassing causes miscommunication because people have different meanings for the words they use. One's frame of reference creates a filter through which all ideas are screened, sometimes causing distortion and lack of objectivity. Weak language skills as well as poor listening skills impair communication efforts. Emotional interference - joy, fear, anger, and so forth—hampers the sending and receiving of messages. Physical distractions - noisy surroundings, faulty acoustics, and so forth—can disrupt oral communication. 22

Overcoming General Communication Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback. 22

Types of General Communication Intrapersonal communication (communication within one’s inner self) Interpersonal communication (communication between two people or group) Organizational communication (communication within organization)

Intrapersonal Communication: Some Guidelines 1 1. KNOW YOURSELF The most essential thing in the world to any individual is to understand himself. Know who are you, what do you want from life in general, in school specifically. You are defined by your skills, interests and passions. No one is perfect: Only insane people think they’re perfect.

Intrapersonal Communication: Some Guidelines 2 It all comes down to your skills. Having a problem? You need a new skill. If you want to be healthy, study health; If you want to be wealthy, the study wealth, If you want to be good communicator study for that.

Intrapersonal Communication: Some Guidelines 3 Know your skills and use them. If you are not using them, you are losing them!. What are your interests? Identify and choose an area you love to work. And, find a passion that will get you up early and keep you up late

Intrapersonal Communication: Some Guidelines 4 2.HAVE GOALS IN LIFE Have a goal make plans for achieving the goal and targets. Because «Failing to plan is planning to fail» You won’t be able to control the forces of nature but you can control your thoughts, perceptions and actions. You can decide to adjust the sails on your boat to get you to where you want to go, or just complain that the forces of nature don’t want you to succeed. Do not be like the people that come to the end of their life and say: I wish I woulda, coulda, shoulda.

Intrapersonal Communication: Some Guidelines 5 The Five Target Areas 1.Physical Wellness (issues of the physical body): Improvement of an existing health condition Enhancement of personal appearance Increasing motivation to eliminate bad habits 2.Mental Wellness (issues of mind and emotions): Reducing negativity and stress Increasing mental clarity and focus Enhancing memory Balancing emotional states

Intrapersonal Communication: Some Guidelines 6 The Five Target Areas 3.Career and Finances: Increasing monetary income Developing new ideas for improved career 4. Relationships: Developing a loving attitude toward others Fostering self-esteem in any relationship 5. Spirituality: Enhancing connection with the divine Stimulating spiritual growth and wisdom

Intrapersonal Communication: Some Guidelines 7 3.NO NEGATIVE SELF-TALK Most people look at themselves and say things like: “There must be something WRONG WITH ME. I don’t know why. I just can’t do it.” But, in fact, the problem was that they needed to learn a new skill. The ‘internal dialogue’ or ‘self-talk’ is simply the way that you talk to yourself inside your head. Most people are talking to themselves all day long. But most people are talking NEGATIVELY to themselves instead of talking POSITIVELY.

Intrapersonal Communication: Some Guidelines 8 3.NO NEGATIVE SELF-TALK Negative self-talk is, one of the primary causes of low self-esteem, giving up, and a lack of interest in even trying. Most people who have negative beliefs also have negative self-talk that creates a self-fulfilling prophecy. Insecurity shows up when a person does not feel comfortable with who s/he is or comfortable in a given situation. S/he acts weak and unsure.

Intrapersonal Communication: Some Guidelines 9 3.NO NEGATIVE SELF-TALK If you tell yourself something enough times, you’ll begin to BELIEVE it. So DO POSITIVE TALK Positive self-talk is not deny the realities we face. It is proper communication with the subconscious which is the level of the mind below the threshold of our awareness. The subconscious; is open to suggestions originating from the conscious level responds to repeated actions. responds to images and symbols.

Intrapersonal Communication: Some Guidelines 10 4. MAKE FRİENDS One good friend is worth a thousand relatives. Most importantly find and start to hang around guys who were successful. You will owe much of your success to the guys who showed you in the real world what they did. So the BEST advice I can give you is to find about 5 guys that know who they’re. 5.WORK HARD…

Interpersonal Communication: Types There are three main types of interpersonal communication: Oral/verbal (talk, conversation, speech) Non-verbal (gestures, facial expressions and body language) Written (letters, reports, faxes…)

Barriers to Interpersonal Communication 1 Physical barriers: You cannot listen if you cannot hear what’s said. Psychological barriers: If other ideas run counter to our preconceived thoughts, we tend to “tune out” the speaker and thus fail to hear. Language problems: Unfamiliar words can destroy the communication process because they lack meaning for the receiver. Nonverbal distractions: Many of us find it hard to listen if a speaker is different from what we view as normal. 10

Barriers to Interpersonal Communication 2 Thought speed: Because we can process thoughts more than three times faster than speakers can say them, we can become bored and allow our minds to wander. Faking attention: Most of us have learned to look as if we are listening even when we’re not. Grandstanding/Bypassing: We sometimes fail to listen carefully because we’re just waiting politely for the next pause so that we can have our turn to speak. 10

Organizational Communication: Types There are two main types of organizational communication: Formal communication (communication that flows the chain of command) Informal communication (takes place outside of formal channel of communication, disregarding the organization’s hierarchical authority; i.e., informal personal talks, gossip, rumors etc.) There are four types of organizational communication: Downward communication (from superior to subordinate such as orders, instructions, memos) Upward communication (from subordinate to superiors i.e. Suggestions and grievances and complaints) Horizontal communication (between employees at the same level in the organizational hierarchy mostly for coordination purposes) Lateral communication (between employees at different levels in the organizational hierarchy mostly for coordination purposes and providing necessary information )

Sub-Types of Organizational Communication Both formal and informal communication can take the forms of: Oral/verbal (talk, conversation, speech) Non-verbal (gestures, facial expressions and body language) Written (letters, reports, faxes…)

Forms of Organizational Communication Oral Communication Types Benefits/ Strength Phone call Conversation Interview Meeting Conference Immediate feedback Nonverbal clues Warm feeling Forceful impact Multiple input Weaknesses: No permanent record Expression may be careless or imprecise May be inappropriate for formal or complex ideas

Forms of Organizational Communication Written Communication Types Benefits/Strength Announcement E-mail, memo, fax Letter Report, proposal Newsletter PowerPoint presentation Résumé Permanent record Convenience Economy Careful message Easy distribution Weaknesses: Leaves paper trail; Requires skill Requires effort; Lacks verbal cues Seems impersonal

Functions of Business Communication 1. To inform 2. To persuade 3.To promote goodwill Internal communication with Superiors Coworkers Subordinates Internal functions of communication include; issuing and clarifying procedures and policies, informing management of progress, persuading others to make changes or improvements, and interacting with employees.

Functions of Business Communication 1. To inform 2. To persuade 3.To promote goodwill External communication with Customers Suppliers Government agencies The public External functions of communication include answering inquiries about products or services, persuading customers to buy products or services, clarifying supplier specifications, and so forth.

Organizational Communication Channel Channel selection dependent on Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality Flow: Formal: down, up, horizontal Informal: grapevine 23

Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Oral Telephone Face-to-face conversation Company meetings Team meetings Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% 33

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% 34

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% 35

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% 36

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% 37

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20% 38

Barriers That Block the Flow of Information in Organizations 1 Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards 39

Barriers That Block the Flow of Information in Organizations 2 6. Fear of reprisal for honest communication 7. Differing frames of reference among communicators 8. Lack of communication skills 9. Ego involvement 10. Turf wars 39

Surmounting Organizational Barriers Encourage open environment for interaction and feedback. Flatten the organizational structure. Promote horizontal communication. Provide hotline for anonymous feedback. Provide sufficient information through formal channels. 39

Five Common Ethical Traps The false-necessity trap (convincing yourself that no other choice exists) The doctrine-of-relative-filth trap (comparing your unethical behavior with someone else’s even more unethical behavior) The rationalization trap (justifying unethical actions with excuses)

Five Common Ethical Traps The self-deception trap (persuading yourself, for example, that a lie is not really a lie) The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal)

Tools for Doing the Right Thing Is the action you are considering legal? How would you see the problem if you were on the other side? What alternate solutions are available? Can you discuss the problem with someone you trust?

Tools for Doing the Right Thing How would you feel if your family, friends, employer, or co-workers learned of your action?

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