CHAPTER 2 Improving Personal and Organizational Communications “The important thing in communication is to hear what isn’t being said.” -Peter Drucker, Author of numerous management books © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communicating Effectively in a High-Tech World The information age is characterized by Rapid advances in tech-based communication Faster and more frequent communication Information glut How do these dynamics affect us mentally? How do they affect us relationally? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

The Communication Process One-way communication Limited feedback Ex: Memos, voice mail, message boards Two-way communication Feedback essential Ex: Meetings, phone calls, classes When is it most appropriate to communicate: Impersonally? Interpersonally? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Simplified Communication Process © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Complex Communication Process © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Filters Semantics Study of the relationship between words and their meanings Abstract terms are subject to more interpretation of meaning Think of an instance when assumptions about word meaning created confusion. How could the thought have been communicated more clearly? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Filters Language and Cultural Barriers Globalization & workplace diversity require us to be considerate when communicating with non-native English speakers Values, expressions, & beliefs influence the way we interpret verbal & nonverbal messages © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Filters Emotions People often fail to hear or understand messages when their thoughts are clouded by emotion Attitudes Negative or positive attitudes about another’s voice, accent, topic, delivery, gestures, or dress create resistance or bias to a message © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Filters Role Expectations People may be more or less receptive to a message based on the speaker’s role Gender-Specific Focus Gender roles learned throughout childhood condition men and women to communicate differently What role expectations affect the messages you communicate? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Filters Nonverbal Messages Messages communicated without words through posture, facial expressions, gestures, eye contact, personal space, and voice tone What are the consequences of communicating with consistent verbal and nonverbal messages? With inconsistent messages? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

The Responsibilities of Effective Communication The message sender and receiver share equal responsibility in good communication What are the sender’s responsibilities? What are the receiver’s responsibilities? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Steps to Improve Personal Communication 1) Send Clear Messages Use clear, concise language Use repetition Use appropriate timing Consider the receiver’s preferences © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Steps to Improve Personal Communication 2) Develop Effective Listening Skills Active Listening: Using intense involvement & concentration on what one is hearing & seeing Critical Listening: Listening while using critical thought to analyze message content & source Empathic Listening: Listening with the intent of understanding how the other person feels © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication in Organizations Formal Channels of Communication Official info travels up and down through all levels of authority Official info travels between people of the same level of authority © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication in Organizations Informal Channel: The Grapevine Carries unofficial information in many directions How is the grapevine positive? How is it negative? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Improving Organizational Communication Encourage upward communication of feelings and ideas from employees to managers Remove barriers that prevent open communication What barriers may exist in an organization that prevent open communication? © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communicating Via Technology Increased use of teleconferencing, email, voice mail, and other forms of technology create advantages & challenges in communicating & relating with others Brainstorm the ADVANTAGES Brainstorm the DISADVANTAGES © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communicating Via Technology Voice Mail Etiquette/Tips to Minimize Phone Tag Update recorded message Explain how to reach ‘live’ person for urgent calls State best time to reach you State brief purpose of call Give first & last name Leave contact number © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communicating Via Technology Email Etiquette & Tips Create an appropriate address Use the Subject: line Proofread & edit messages Avoid unprofessional language & abbreviations Don’t send messages when angry Don’t substitute for face-to-face meetings – when appropriate © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.