Professional Documents
Culture Documents
COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words
COMMON BARRIERS TO
COMMUNICATION
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record
COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.
COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
Projection
COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
COMMON BARRIERS TO
COMMUNICATION
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND
REFLECT FEELING
5. SAY NOTHING
LISTEN TO UNDERSTAND
Unknown
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
1. ASK PERMISSION
2. ESTIMATE TIME LIMIT
3. STATE BOUNDARIES
STATE WHAT IS NOT ACCEPTABLE
HIGH
RESPECT
LOW
LOW HIGH
COURAGE
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF
LISTEN TO UNDERSTAND
I FEEL …………………………
(State feeling.)
GIVE ADVICE
EVALUATE
INTERPRET
UNDERSTANDING?
I KNOW WHAT YOU MEAN
KNOW WHAT I MEAN?
I HEAR YOU
I’VE BEEN THERE!
YOU UNDERSTAND ME?
YOU HEAR WHAT I SAID?
YOU KNOW WHAT TO DO?
I KNOW WHAT YOU’RE TALKING ABOUT.
“FIXING” = LISTENING?
1.Channels Congruent. Incongruent. “Oh, do I
Verbal and nonverbal seem upset? No, everything
channels must agree. is fine” while obviously
upset.
2.Descriptive. “This is what Evaluative. “You are
happened and this is how I wrong for doing what you
felt about it. I’d like to suggest did.”
an alternative that would be
more acceptable.
3.Problem oriented. “How Person oriented. “Why
can we solve this problem?” are you so slow?”
KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
4.Specific. “I felt like I did not Global. “You are always
get equal time to cover my seeking all the recognition
material in that presentation.” for our work.”
5.Owned. “I have decided Not owned. “You have a
to turn down your request pretty good idea, but you
because…” know how it is in this
organization everyone
can’t get everything they
want.”
6.Validating. “That is an Not validating. “I can’t
interesting suggestion.” believe you could think such
a thing.”
KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
7.Equality oriented. “I have Superiority oriented.
some ideas, but do you have “Your suggestion is dumb.
any suggestions?” This is the way to handle this
problem.”
8.Flexible. “I have some Closedminded. “What
questions, but let’s explore ever made you think that
it further.” would work?”
9.Appropriately intimate. Overbearing or aloof.
“Since we have known each “I know we just met, but I
other a long time, I’d like really need to tell you
to tell you how I feel about something personal.”
our relationship.”
ORGANIZATIONAL
COMMUNICATION
STRUCTURE SHOULD FACILITATE,
NOT HINDER
MANAGE INFORMATION FLOW
CLIMATE INFLUENCES
INTERGROUP INTERACTIONS,
BARRIERS?
USE GRAPEVINE
COMMUNICATION NETWORKS
. . .
. . . .
.
. .
Y WHEEL, STAR
CENTRALIZED
COMMUNICATION NETWORKS
. .
. . . .
. . . .
SIMPLE
CIRCLE Y
TASKS WHEEL
ALL CHANNEL
STAR
Y
COMPLEX CIRCLE
WHEEL
TASKS ALL CHANNEL
STAR
SLOW FASTER
LESS ACCURATE MORE ACCURATE