1. COMMUNICATION AND HUMAN RELATIONS7
COMMUNICATION AND HUMAN RELATIONS

2. Learning Objectives
Explain the role of communication and miscommunication at work.
Compare and contrast successful and unsuccessful listening skills.
Explain the importance of timing with regard to messages.
Examine the role of nonverbal communication.

3. Learning Objectives Identify the functions of nonverbal communication.
Outline strategies for communication within an organization.
Explain the importance of intercultural communication in today’s professional world.

4. Communication and Miscommunication
Figure 7.1: Factors of Communication

5. Listening—and How it Can Fail
Selective listening
Happens when a listener deliberately chooses what he or she wants to hear.

6. Listening—and How it Can Fail
Tuning out – People refuse to listen to co-workers or others due to prejudice.
Red flag words
Active listening

7. The Timing of Messages
Emotional timing - Refers to the emotional readiness of the listener to hear a message.
Situational timing - Refers to the listener’s situation when a message is received.
Relevance timing - Communication should fit the other topics being discussed.
Filtering - Hearing only what one wants to hear.

8. Communicating Without Words
Nonverbals
Way of communicating without speaking.
Use of gestures, body language, and facial expressions.
Nonverbal signals indicate
Degrees of self-confidence
Maturity
Fear
Other key qualities used to judge a person

9. Communicating Without Words
Figure 7.2: Nonverbal Communications

10. Functions of Nonverbal Messages
Gestures and their meanings
Illustrators: Used to clarify a point.
Regulators : Controls the flow of communication.
Displays : Used like nonverbal punctuation marks.
Emblems : Used in a specific manner as they have a specific meaning, understood by both the sender and receiver.
Distance between speakers - Proxemics or distancing, varies geographically.

11. Functions of Nonverbal Messages
Figure 7.4:
The Zones of Distancing

12. Communicating in an Organization
Organizational communication
Oral and written communication within an organization.
Has both formal and informal dimensions.
Travels both vertically and horizontally.
Vertical communication
Communicated according to an organization’s chain of command by flowing both upward and downward.

13. Communicating in an Organization
Horizontal communication - Messages that are communicated between the speaker and his/her equals in a formal organization.
Grapevine - Network within the organization that communicates incomplete, but usually somewhat accurate information.
Rumor mill - Gossip network that produces mostly false information.

14. International and Intercultural Communication
Low-context culture
A written agreement, like a contract, can be taken at face value.
High-context culture
The social context surrounding a written document is more important than the document itself.
One must be careful about cultural norms, nonverbal behaviors on both sides, and overall atmosphere of the communication.

15. International and Intercultural Communication
Figure 7.6: High - to Low-context Cultures

16. Strategies for Success
Become a better listener
Stop talking.
Get rid of distractions.
Try to enter into the speaker’s reality.
Use pauses for reflecting.
Listen for main ideas.
Give feedback.
Listen for feelings as well as for facts.
Encourage others to talk.

17. Strategies for Success
Practice high-context communication
People in high-context cultures need to know how to put the speaker into context, to help them understand better.
Should speak slowly and clearly.
Conversation should include few words and expressions from the listener’s native language—whose meanings and pronunciation one is sure of.
Use nonverbal signals carefully.