INTERPERSONAL COMMUNICATION
COMMUNICATION PROCESS Transferring and understanding of meaning Why?
COMMUNICATION PROCESS Transferring and understanding of meaning Person A Encodes Information Person B Senses Decodes Information Medium Noise
/Electronic Media Tradeoffs ä Too Casual ä Grammar; Heat of the moment ä Richness—Often misunderstood ä Emoticons? ä Informational Overload ä Blurred Boundaries ä Relationships ä Conflict Spiral ä Human Moment
COMMUNICATION BARRIERS Language Different 1 st languages Jargon/semantics (Northern exposure; sexual relations) Literal? Filtering Selective perception Beliefs, values and expectations influence how we interpret meaning 4 th of July; Noah vs. Moses
COMMUNICATION BARRIERS Physical location and distractions Emotions Poor listening Defensive/Evaluative Partial Assumptive (remember closure)
OVERCOMING THE BARRIERS
ACTIVE LISTENING IS... ...The MOST effective way to overcome the barriers to effective communication. ...NOT hearing. ...ESSENTIAL to managerial success. 40% of workday Most important skill in becoming an effective manager ...a skill we typically do not perform well.
ACTIVE LISTENING INTERNAL Empathy Suspend judgment Resist distractions Search for themes Meta-talk Symbolic Body language Paralinguistics EXTERNAL Paraphrase the message Ask questions Make eye contact Take Notes Avoid distracting/interrupting Use nods & appropriate facial expressions
Cross Gender & Cultural Communication Cross gender Women say 22-25,000 words a day Men? Direct vs. Indirect communication Status/independence vs. connection/intimacy Apologies Language Physical Space Greeting Cultural differences Gender differences Eye contact
Cross Cultural Communication Time Leisurely vs. impatient Task vs. Relationship Monochronic vs. Polychronic Gender and Cultural Direct/Indirect Gender and Cultural High Context
Cross-Cultural Dialogs ä Only later do you realize there has been a misunderstanding ä Know the cultural norms and styles of interaction/communication of key players ä Don’t assume you understand ä Verify that what you understood was what was intended ä Verify that what you intended is what was understood ä Listen to what’s not said ä Avoid Yes/No questions