7-1 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.

Chapter 7 7 Communication and Human Relations

7-3 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communication and Miscommunication McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Factors of Communication: Sender (Speaker) Receiver (Listener) Attitudes and Values Conscious communication Unconscious communication Timing

7-4 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  The need to be a good listener to others is often ignored by people who consider themselves good communicators; what makes people miss so much of what they hear? continued

7-5 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. continued POOR LISTENING Information Overload Selective Listening

7-6 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. continued Tuning Out Prejudice Red Flag Words

7-7 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Improve your communication skills by active listening.  Active listening is listening with greater concentration, less tolerance for distractions, and more feedback for the speaker.

7-8 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. The Timing of Messages McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Four Factors in the timing of messages:  Emotional timing  Situational timing  Relevance timing  Filtering

7-9 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communicating Without Words McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Nonverbal communication is also related to communication skills. Much of what people say is expressed by nonverbals.  Nonverbals are ways of communicating without speaking, such as body language and facial expressions.

7-10 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Nonverbal Communication McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. gestures, arm movements eye contact, eye movements physical appearance, clothing space allowed between speaker and listener touch vocal pacing and pauses loudness, vocal quality (timbre) pitch in voice silence confidence in use of vocabulary carefulness in listening Nonverbal Signals Mixed Signals—Verbal and Nonverbal

7-11 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Functions of Nonverbal Messages McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Showing the speaker’s attitudes and emotions.  Clarifying messages. Nonverbal communication allows you to understand and interpret meaning in context.  Showing the speaker’s reactions to the listener. The difference in a statement’s intensity is obvious to the listener.

7-12 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Nonverbal Messages About Self-Esteem McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Strong Communication Skills High Self-Esteem

7-13 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Gestures and Their Meanings McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Every gesture you use falls into one of these four categories:  Illustrators  Regulators  Displays  Emblems

7-14 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Distance Between Speakers McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Another area of nonverbal communication is called proxemics, or distancing.  This is the distance of physical space that you maintain between other people and yourself. continued

7-15 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Distance Between Speakers continued McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. The Zones of Distances

7-16 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communicating in an Organization McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Organizational Communication Formal dimensions:  Vertical communications  Horizontal Communications Informal dimensions:  The grapevine  The rumor mill

7-17 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. International and Intercultural Communication McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Every year, more and more companies open overseas offices, and multinational corporations now account for nearly half the world’s assets. continued

7-18 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. International and Intercultural Communication continued McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.  Anthropologist Edward T. Hall has identified different cultures as being high-context and low-context.  A high-context culture is one in which the social context surrounding a written document is far more important that the document itself.  A low-context culture is one in which a written agreement such as a contract can be taken at face value.

7-19 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Strategy for Success 7.1: Become a Better Listener 1. Stop talking. 2. Get rid of distractions. 3. Try to enter into the speaker’s reality. 4. Use pauses for reflecting. continued

7-20 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Strategy for Success 7.1: Become a Better Listener continued 5. Listen for main ideas. 6. Give feedback. 7. Listen for feelings as well as for facts. 8. Encourage others to talk.

7-21 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Strategy for Success 7.2: Practice High-Context Communication 1. Recognize that people in high- context cultures need to know hoe to put you into the context, to help them understand you better. 2. Speak slowly and clearly. continued

7-22 McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Strategy for Success 7.2: Practice High-Context Communication continued 3. Sprinkle your conversation with at least a few words and expressions from your listener’s native language. 4. Be careful about your nonverbal signs.

Chapter 7 7 End of Chapter 7