Communication Skills and Challenges

1. Communication Skills and Challenges

2. Overview • The Communication Process • Communications and Information Technology Chapter 9 Lesson 1

3. Quick Write Think of an example when you or someone you know completely misunderstood another person’s communication. Describe the experience. Chapter 9 Lesson 1 Courtesy of BananaStock Images

4. The Communication Process The communication process is the transferring and understanding of meaning Adapted from Fundamentals of Management, 5th Ed.By Robbins/DeCenzo, p. 389Pearson Prentice Hall, 2005 Chapter 9 Lesson 1

5. Encoding The source starts the processing by doing something known as encoding – turning a message into symbols that will have meaning for the receiver Chapter 9 Lesson 1

6. Four Factors of Encoding Skills Attitudes Knowledge Social-Cultural System Chapter 9 Lesson 1 Courtesy of Thinkstock Images

7. Skills Writing, speaking, listening, reading, and reasoning are all communication skills Chapter 9 Lesson 1 Courtesy of Clipart.com

8. Attitudes Attitudes involve the way we view a message or messenger – if someone we trust speaks to us we listen differently than if someone we do not trust says something Chapter 9 Lesson 1 Courtesy of Clipart.com

9. Knowledge Knowledge levels involve what we know about a subject. If someone communicates that a utilitarian essentially follows a consequentialist moral heuristic, we may not know what in the world he or she is talking about Chapter 9 Lesson 1

10. Social-Cultural Systems Social-cultural systems involve matters related to social position and status – when the boss tells us we can leave early from work it means a lot more than if a customer tells us we can Chapter 9 Lesson 1

11. Messages and Channels The message is a purpose to be conveyed A channel is the medium by which a message travels Chapter 9 Lesson 1 Courtesy of Liquidlibrary Images

12. Decoding and Feedback Decoding is the receiver’s translation of a sender’s message The feedback loop is the receiver’s response to the sender’s message Chapter 9 Lesson 1

13. Written and Verbal Communication Written communications are important for projects that may extend over a long time The process of writing itself means that a written communication is likely to reflect more thought and care Written communication takes more time than verbal communication Oral communication has a built in feedback loop that writing does not – you can see a person’s reaction when speaking face to face You can get confirming feedback from the receiver of your oral communication Chapter 9 Lesson 1

14. The Grapevine A grapevine isan unofficial channel of communication Chapter 9 Lesson 1 Courtesy of Creatas Images

15. Nonverbal Cues Police siren or a red light send clear messages without words Other forms of nonverbal messages include the clothes we wear or even the way we behave in a class – most of us know when someone has “checked out” of listening in class even though he or she has never said a word Chapter 9 Lesson 1 Courtesy of Clipart.com

16. Body Language • Body language is nonverbal cues such as facial expressions, gestures, posture, and other body movements • Smiles, snarls, and scowls are expressions that speak volumes • Research shows that people interpret from 65 to 90 percent of the message in a face-to-face conversation through body language Chapter 9 Lesson 1 Courtesy of Clipart.com

17. Verbal Intonation Verbal intonation is an emphasis given to words or phrases that conveys meaning Chapter 9 Lesson 1 Courtesy of Clipart.com

18. Optional ExerciseNonverbal Cues ~ Charades • Form two teams • One team member will be given a slip of paper with a famous quote, movie title, book title, or television show on it • The team member will have 3 minutes to give nonverbal clues (disqualified if you talk) to his or her fellow team members Chapter 9 Lesson 1

19. Optional ExerciseNonverbal Cues ~ Charades • If the team members guess the quote in one minute and fifteen seconds, the team score is 1:15 • If the team does not guess within 3 minutes, the team score is recorded as 3:00 • The team with the lowest score at the end of two or three rounds wins the game • Your instructor will keep the time and score Chapter 9 Lesson 1

20. Barriers to Effective Communication Adapted from Fundamentals of Management, 5th Ed.By Robbins/DeCenzo, p. 392 Pearson Prentice Hall, 2005 Chapter 9 Lesson 1

21. Barriers to Effective Communication Adapted from Fundamentals of Management, 5th Ed.By Robbins/DeCenzo, p. 392 Pearson Prentice Hall, 2005 Chapter 9 Lesson 1

22. Overcoming Barriers to Effective Communication Adapted from Fundamentals of Management, 5th Ed.By Robbins/DeCenzo, p. 396 Pearson Prentice Hall, 2005 Chapter 9 Lesson 1

23. Communication and Information Technology Chapter 9 Lesson 1 Courtesy of Clipart.com

24. Networked Communications Most organizations of any size today network their computers and other devices so that employees can communicate easily with each other and tap into shared information—whether they’re in the same room or different buildings or on the other side of the world Chapter 9 Lesson 1

25. Networked Communications What are some examples of the use of technology in communication? Courtesy of Clipart.com Comstock Images BananaStock Images Chapter 9 Lesson 1

26. Knowledge Management Experts use the term knowledge management to refer to the cultivation of a learning culture in which everyone systematically gathers knowledge and shares it within the organization to foster better performance Chapter 9 Lesson 1

27. Optional Exercise Complete the Face-to-Face Communication Style Self Assessment Survey in your text book Chapter 9 Lesson 1 Courtesy of Clipart.com

28. Scoring Add up your scores (+2, +1, etc) for each dimension and divide by the number of statements For items marked with an asterisk (*), reverse the score (-2 becomes +2, etc) The higher your score for any dimension, the more that dimension characterizes your communication style Chapter 9 Lesson 1

29. Scoring Categories Dominant 22, 24, 26, 30, 36, 38 Dramatic 16, 19, 27, 28, 43 Contentious 9, 23, 25, 31, 32, 35, 37 Animated 15, 20, 39, 42 Impression Leaving 4, 5, 11, 12, 40 Relaxed 1, 7*, 8, 18*, 14 Attentive 3, 10, 17, 34, 44 Open 18*, 21, 29, 45 Friendly 2, 6, 33, 41 Chapter 9 Lesson 1

30. Style Descriptions • Dominant – tends to take charge of social interactions • Dramatic – manipulates and exaggerates stories and uses other stylistic devices to highlight content • Contentious – argumentative Chapter 9 Lesson 1 Courtesy of Clipart.com

31. Style Descriptions • Animated – frequent and sustained eye contact, uses many facial expressions and gestures often • Impression leaving – are you remembered because of the communication stimuli that you projected? • Relaxed – are you relaxed and void of nervousness? Chapter 9 Lesson 1

32. Style Descriptions • Attentive – makes sure that the other person knows that he or she is being listened to • Open – being conversational, expansive, affable, convivial, gregarious, unreserved, somewhat frank, definitely extroverted, and obviously approachable • Friendly – from nonhostility to deep intimacy Chapter 9 Lesson 1

33. Review • The communication process is the transferring and understanding of meaning • Encoding is the process of turning a message into symbols that will have meaning for the receiver • The message is a purpose to be conveyed Chapter 9 Lesson 1

34. Review • A channel is the medium by which a message travels • Decoding is the receiver’s translation of a sender’s message • The feedback loop is the receiver’s response to the sender’s message • A grapevine isan unofficial channel of communication Chapter 9 Lesson 1

35. Review • Body language is nonverbal cues such as facial expressions, gestures, posture, and other body movements • Verbal intonation is an emphasis given to words or phrases that conveys meaning • Research shows that people interpret from 65 to 90 percent of the message in a face-to-face conversation through body language Chapter 9 Lesson 1

36. Review • Filtering is the deliberate manipulation of information to make it appear more favorable to the receiver • Selective perception is the selective hearing of communications based on one’s needs, motivations, experience, or other personal characteristics • Information overload is the result of informationexceeding processing capacity Chapter 9 Lesson 1

37. Review • Emotions affect the interpretation of messages as they are viewed one way when you’re feeling “up” and another way if you’re feeling depressed • Jargon is the overly specific or technical language used by people within a specialty or cultural area • Men and women tend to communicate in different ways, and this can lead to misunderstanding and misperceptions Chapter 9 Lesson 1

38. Review • Research shows that men’s talk tends to be about emphasizing status and independence while women tend to use language to create connection and intimacy • Using a feedback loop can help managers avoid misunderstandings • The use of complicated words can create distance and misunderstanding between people Chapter 9 Lesson 1

39. Review • Active listening is listening for full meaning without making premature judgment or interpretations • Nonverbal cues often carry more of a message than verbal ones • Most organizations of any size today network their computers and other devices so that employees can communicate easily with each other and tap into shared information—whether they’re in the same room or different buildings or on the other side of the world Chapter 9 Lesson 1

40. Review • Part of a manager’s responsibility to help foster good communications throughout an organization is to create opportunities for people to learn • Experts use the term knowledge management to refer to the cultivation of a learning culture in which everyone systematically gathers knowledge and shares it within the organization to foster better performance Chapter 9 Lesson 1

41. Summary • The Communication Process • Communications and Information Technology Chapter 9 Lesson 1

42. What’s Next… Developing Interpersonal Skills Chapter 9 Lesson 1 Courtesy of Liquidlibrary Images