Post on 15-Jan-2015
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12-1McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
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Learning Objectives
L01: Advantages of two-way communicationL02: Communication problems to avoidL03: How to become a better “sender” and “receiver”
of information
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Interpersonal CommunicationCommunication
Transmission of information and meaning from one party to another through the of shared symbols
One-Way CommunicationInformation flows in only one direction – from sender
to receiver, no feedback loopTwo-Way Communication
Information flows in two directions - receiver provides feedback, and sender is receptive to feedback
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Interpersonal Communication Pitfalls
Perceptionprocess of receiving and interpreting information
Filteringprocess of withholding, ignoring, or distorting
information
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Verbal BehaviorClear, slow speech
Enunciate each word. Do not use colloquial expressions.
RepetitionRepeat each important idea using different words to
explain the same concept.Simple sentences
Avoid compound, long sentences.Active verbs
Avoid passive verbs.
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Nonverbal BehaviorVisual restatements
Use as many visual restatements as possible, such as pictures, graphs, tables, and slides.
GesturesUse more facial and appropriate hand gestures to emphasize
meaning of words.Demonstrations
Act out as many themes as possible.Pauses
Pause more frequently.SummariesHand out written summaries of your verbal presentation.
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Accurate InformationSilence
Do not jump in to fill the silence. Intelligence
Do not equate poor grammar and mispronunciation with lack of intelligence
DifferencesIf unsure, assume difference, not similarity.
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ComprehensionUnderstanding
Do not just assume that they understand
Checking comprehensionHave colleagues repeat their understanding of
material back to you.
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DesignBreaks
Take more frequent breaks.Small modules
Divide material to be presented into smaller modules.
Longer time frameAllocate more time for each module than you usually
need for presenting same material to native speakers of your language.
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MotivationEncouragement. Verbally and nonverbally
encourage and reinforce speaking by nonnative-language participants.
Drawing out. Explicitly draw out marginal and passive participants.
Reinforcement. Do not embarrass novice speakers.
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Various Channels of CommunicationOral communication
face-to-face & telephone conversations, formal presentations
Written communication email, memos, letters, reports, computer files, & other
written documentsThere are advantages and disadvantages of oral
and written communication
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Electronic Media Advantages
Flexible and efficient channelsReduce time and expensesAbility to work virtuallyAvailability of “richer” media for complex or critical
messages
DisadvantagesDifficulty in solving some complex problemsLess suitable for confidential information, conflict
management, and negotiatingElectronic overload
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Improving Communication SkillsSenders can improve their:
PresentationsWritingWord choiceBody language
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Improving PresentationsSpend adequate time on the content of the
presentation.Clearly understand the objective of the
presentation.Tell the audience the purpose of the presentationProvide meaning, not just data.Practice, practice, practice
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Improving Presentations (cont’d)
Remember that a presentation is more like a conversation than a speech.
Remember the incredible power of eye contact.Allow imperfection.Be prepared to answer tough questions.Provide a crisp wrap-up.
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Improving Writing & Language Skills
Correct spelling, punctuation, & grammar Refer to a dictionary or thesaurus when necessary
Think through message you want to convey Make it clear and logical
Make message organized, readable, and succinct
Put it away and let it simmer Revise 1st draft; delete unnecessary words,
sentences, and paragraphs Use jargon appropriately.
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Improving Nonverbal CommunicationUse time appropriatelyMake your office arrangement conducive to open
communicationRemember your body languageBe aware of the difference in nonverbal signals in
different countries
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Improving Listening Skills Find an area of interest. Judge content, not delivery. Hold your fire. Listen for ideas. Be flexible. Restrict distraction. Exercise your mind. Keep your mind open. Capitalize on thought speed. Work at listening.
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Improving Reading SkillsRead memos and e-mail as soon as possible.Skim most messages, but carefully read important
messagesConsider taking courses to improve your reading
comprehensionRead materials outside of your immediate concern
or area
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Improving Observing & Interpreting SkillsPractice reading the nonverbal cues of your
audienceBecome aware of cultural differences to minimize
misinterpretations
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YOU should be able toL01: Discuss important advantages of two-way
communicationL02: Identify communication problems to avoidL03: Describe when and how to use various
communication channels
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YOU should be able toL04: Summarize ways to become a better “sender”
and “receiver” of informationL05: Explain how to improve downward, upward,
and horizontal communicationL06: Summarize how to work with the company
grapevineL07: Describe the boundaryless organization and its
advantages
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Test Your Knowledge
Read the story on page 268Corporate Accountability International uses several
methods to gets its “Think Outside the Bottle” message across. Identify which methods demonstrate one-way communication (from CAI to the public) and which demonstrate two-way communication (between CAI to the public).
The group uses a variety of communication channels or mechanisms to educate consumers about bottled versus tap water. List as many as you can. Which do you think are most effective, and why?
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Test Your Knowledge
Which of the following might demonstrate top management support and commitment to managing diversity? A) Affirmative action programs to recruit minority members B) Integration of corporate facilities (i.e. disabled access) C) Establishment of support groups D) Linking management compensation to diversity efforts E) Adhering to all civil rights legislation
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Test Your Knowledge
Which of the following is NOT likely to facilitate
effective communication with someone who speaks a
different language?
A) Take frequent breaks
B) use many visual aids
C) Use hand and facial gestures
D) Repeat important ideas in alternative ways
E) Use passive verbs
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Test Your Knowledge
Improving your sender skills includes which of
the following?
A) Making persuasive presentations
B) Writing
C) Language use
D) Sending nonverbal messages
E) All of the above.
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Test Your Knowledge
Coordination, conflict resolution and social
support are all important functions of:
A) vertical communication.
B) horizontal communication.
C) downward communication.
D) upward communication.
E) staff communication.
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Test Your Knowledge
XYZ Corporation is an organization where informationis available as needed, moving quickly and easilyenough so that the organization functions far better asa whole team than as separate parts. XYZ Corporation can bestbe described as which type of organization?
A) Vertical B) Horizontal C) Downward D) Upward E) Boundaryless