Interpersonal Interpersonal CommunicationsCommunications

Lesson 16Lesson 16

OverviewOverview

• Process of CommunicationProcess of Communication

• Types of CommunicationTypes of Communication

• Barriers to CommunicationBarriers to Communication

• Organizational CommunicationOrganizational Communication

Sender Message

ReceiverFeedback

Communication ProcessCommunication Process

Sender ResponsibilitiesSender Responsibilities

• Determine the Determine the purposepurpose of the of the messagemessage

• AnalyzeAnalyze the point of view of the the point of view of the receiverreceiver

• Choose the Choose the mediummedium to get the to get the message across (Symbol)message across (Symbol)

Examples of Messages Examples of Messages or Symbolsor Symbols

• Words, pictures, Words, pictures, music, facial music, facial expressionsexpressions

• Oral or visual Oral or visual tools used to tools used to transmit the transmit the sender’s messagesender’s message

Receiver Receiver ResponsibilitiesResponsibilities

• AnalyzeAnalyze the sender’s the sender’s background and values to background and values to comprehendcomprehend the message the message

• DecodeDecode the message the message

FeedbackFeedback

• Ensures accuracy (mutual Ensures accuracy (mutual understanding)understanding)

• It’s constantIt’s constant

• Takes various formsTakes various forms

React to FeedbackReact to Feedback

• Answer questions, analyze Answer questions, analyze nonverbals, face-to-face; nonverbals, face-to-face; ensures receiver understood ensures receiver understood messagemessage

• It is the critical link in the It is the critical link in the communication processcommunication process

VERY IMPORTANT!!!VERY IMPORTANT!!!

Types of Types of CommunicationCommunication

• Verbal - briefings, Verbal - briefings, speeches, meetingsspeeches, meetings

• Nonverbal - Nonverbal - body body languagelanguage

Written Written CommunicationCommunication

• ClarityClarity is the is the keykey

• Memos, lettersMemos, letters

• Use AF Use AF Tongue Tongue and Quill and Quill (Jun (Jun 97)97)

Message ProblemsMessage Problems

• Carry different conceptsCarry different concepts

• Have various definitionsHave various definitions

• Includes body languageIncludes body language

Barriers to Effective Barriers to Effective CommunicationCommunication

What are some?What are some?

#1 BARRIER#1 BARRIER

Lack Of A Common Lack Of A Common Core Of ExperienceCore Of Experience

• Analyze the Receiver/SenderAnalyze the Receiver/Sender

AbstractionsAbstractionsDirections from Ned: “Go-on don Directions from Ned: “Go-on don

there till ya see the tore up oak tree, there till ya see the tore up oak tree, the one my brother Earl hit with the the one my brother Earl hit with the pick-up, hang a ralph and keep drivin pick-up, hang a ralph and keep drivin till you see the dead squirrel, just ran till you see the dead squirrel, just ran over it on my way to work, and take a over it on my way to work, and take a larry….larry….

Directions from APAS: “Walk 1.5 miles Directions from APAS: “Walk 1.5 miles on Demerit Lane, take a right on on Demerit Lane, take a right on Failure Blvd.. and first left on See ya Failure Blvd.. and first left on See ya Street, your bus home will be….Street, your bus home will be….

Overuse Of JargonOveruse Of Jargon

• Don’t be “Mr. Acronym”Don’t be “Mr. Acronym”• Kills CommunicationKills Communication• Know your audience!!!Know your audience!!!

TDYTDY ROTCROTC

AORAORBAHBAH

BASBAS

PCSPCS

Status Can Be StiflingStatus Can Be Stifling

• Don’t be intimidated to Don’t be intimidated to express your ideas, and don’t express your ideas, and don’t intimidate othersintimidate others

EmotionsEmotions

• Don’t let them interfere and Don’t let them interfere and send the wrong messagesend the wrong message

OrganizationalOrganizational

CommunicationCommunication

It happens It happens everydayeveryday

Organizational Organizational CommunicationCommunication

YOUYOU

To BossTo Boss

To PeersTo Peers

To WorkersTo Workers

Communication Communication DownwardDownward

• Exercise of authorityExercise of authority

BossBoss

YouYou

““If the words of the command are If the words of the command are not clear and distinct, if orders not clear and distinct, if orders are not thoroughly understood, are not thoroughly understood, the general is to blame”the general is to blame”

“The Art of War”“The Art of War”Sun TzuSun Tzu

Things to Things to Remember...Remember...

• Subordinates want their Subordinates want their Supervisors to “Supervisors to “KEEP THEM KEEP THEM INFORMEDINFORMED” (Events, Policies, ” (Events, Policies, Changes, Almost Everything)Changes, Almost Everything)

• Clarity; Clarity; K.I.S.S.K.I.S.S.

YouYou

Communication Communication UpwardUpward

• This is where many This is where many organizations failorganizations fail

OthersOthers

3 Kinds of Upward 3 Kinds of Upward CommunicationCommunication

1. 1. Special Expert InformationSpecial Expert Information

- information about how to perform a - information about how to perform a

particular taskparticular task

- supervisors use info to design jobs- supervisors use info to design jobs

and make work assignmentsand make work assignments

2. 2. FeedbackFeedback

- information about the extent to which- information about the extent to which

supervisors’ orders have been carriedsupervisors’ orders have been carried

outout

3. 3. WarningsWarnings- information about problems- information about problems

subordinates encounter, especiallysubordinates encounter, especially

when they involve or might influencewhen they involve or might influence

other units of the organizationother units of the organization

Communication Communication LaterallyLaterally

• The backbone of an The backbone of an organizationorganization

******Use your networking skills and Use your networking skills and develop your contacts (“buddies”) develop your contacts (“buddies”) within other organizationswithin other organizations******

Informal Communication Informal Communication NetworksNetworks

1.1. Compensates for weaknessesCompensates for weaknesses

2.2. Improve organizational decision Improve organizational decision makingmaking

3.3. Fosters innovative ideasFosters innovative ideas

75%75% of your of your day is spent day is spent SPEAKING SPEAKING

or or LISTENINGLISTENING

The Real StoryThe Real StoryA woman, wearing what looks like construction worker’s clothes and carrying a putty knife, was standing next to a black man in a $500 suit while riding a bus. They were talking in very loud voices. They were both next to a woman talking to a man with a baby in his lap. The red bus passed a yellow car before stopping in front of a school. The black man got off the bus to go to work.

Communication ProcessCommunication Process

• Sender (Source)Sender (Source)

• Message (Symbol)Message (Symbol)

• ReceiverReceiver

• FeedbackFeedback

Types of Types of CommunicationCommunication

• Verbal- in meetings, Verbal- in meetings, discussions etc.discussions etc.

• Non-verbal- body languageNon-verbal- body language

• WrittenWritten

Barriers to Barriers to CommunicationCommunication

• Lack of a common core of Lack of a common core of experienceexperience

• AbstractionsAbstractions

• JargonJargon

• StatusStatus

• EmotionsEmotions

Organizational Organizational CommunicationCommunication

• Tri-directionalTri-directional

• Importance of each directionImportance of each direction

Communication is Communication is Everywhere!Everywhere!