1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. Communicating Via Technology
Increased use of teleconferencing, , 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.

18. 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.

19. Communicating Via Technology
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.