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Includes material from Guffey Text Chapter 1

Communicating at Work. Includes material from Guffey Text Chapter 1. Communication. Communication is: The process of sending and receiving messages. Critical Thinking. Why should your strive to improve your communication skills? Why is it difficult to do?

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Includes material from Guffey Text Chapter 1

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  1. Communicating at Work Includes material from Guffey Text Chapter 1

  2. Communication Communicationis: The process of sending and receiving messages.

  3. Critical Thinking • Why should your strive to improve your communication skills? Why is it difficult to do? • Recall a time when you experienced a communication problem . What were the causes of the problem? What were possible remedies?

  4. Activity • Following verbal instructions

  5. The Communication ProcessBasic Model 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 40-60% Loss of Meaning Between Step 1 and 4

  6. Miscommunication Example

  7. The Communication ProcessBasic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message

  8. Feedback: 4 Horsemen of the Apocalypse of Communication • Rationalizing/Defensiveness • Criticizing/Attacking sender • Contemptuousness/Sarcasm • Silent treatment/Stonewalling Source: Gottman 7 Principles for Making Marriage Work

  9. Relationships and Communication • Relationship required for communication to occur • 4-horsemen undermine foundation of relationships(trust/respect) • Focus on de-escalating • Naming/validating feelings • Apologize • Refocus on common goals RELATIONSHIP TRUST RESPECT

  10. The Communication ProcessBasic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 6. Possible additional feedback to receiver

  11. Barriers to Interpersonal Communication • Bypassing • Differing frames of reference • Lack of language skills • Lack of listening skills

  12. More Barriers to Interpersonal Communication • Emotional interference • Physical distractions • Competition for power, status, rewards

  13. Organizational Communication Barriers • Closed culture • Top-heavy structure • Many layers (long lines of communication) • Lack of trust (fear of reprisal)

  14. Which organizational communication barriers contributed to this message distortion:

  15. Overcoming Barriers • Realize communication is imperfect • Adapt message to receiver • Choose effective channel(s) • Improve language and listening skills • Question assumptions/ preconceptions • Plan for feedback

  16. The End

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