MGT 674 Employee Relations Management
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Transcript of MGT 674 Employee Relations Management
MGT 674
Employee Relations Management
Ajaya Mishra
Session 8
COMMUNICATIONS …. And Interpersonal Communications
Basic Ideas on Communication …Is there a sound in the forest if a tree crashes down
and no one is around to hear it ?
One can communicate only in recipient’s language or in his terms.
We receive what we expect to perceive, we see what we expect to see and we hear what we expect to hear … Largely
The human mind resists vigorously any attempts to make it change in mind .
Importance …Problems Solution
•Interpersonal conflicts •Feeling undervalued •Feeling overworked •Feeling resentful, angry •Trouble maintaining relationships •Feeling afraid of losing someone •Feeling unable to trust yourself in arguments
Effective Communication
What ?Communication is an interaction between
two or more people. Listen to the other person Interpret what is being said Respond in an understandable way
Elements in Communication …Elements in Communication …
NoiseSender
Receiverdecodes
Receivercreates
meaning
Transmittedon mediumMessageEncoding
EncodingMessageTransmittedon medium
Sourcedecodes
Communication is more than just verbal…
•Nonverbal communication–Words account for only 7% of emotional impact of a message–Voice tones- 38%–Facial Expressions- 55%
STATISTICAL VIEW OF OMMUNICATION
•70% of our communication efforts are:• Misunderstood• Misinterpreted• Rejected (not accepted)• Disliked• Distracted• Not heard at all(in spite of the same language and same culture!)
•Only 30% is effective!
IMPORTANT SKILLS TO BE SUCCESSFUL IN ORGANIZATIONS
Communication 4.94Teamwork 4.72Leadership 4.60Critical Thinking 4.57Personal Management 4.52Creativity 4.08
(On a scale of 1 to 5; 1 being least useful and 5 being most useful)
FREQUENCY OF SKILLS USE IN ORGANIZATIONS
Communication 4.91Teamwork 4.73Personal Management 4.51Critical Thinking 4.47Leadership 4.46Creativity 3.95Technical/Scientific 3.91Social Responsibility 3.89(On a scale of 1 to 5; 1 being least useful and 5 being most
useful)
Forms of Communication …Verbal / Oral : Expressed through words /
voice
Non Verbal: Expressed through body language, dress and personal grooming
Written : Expressed through Letter, Memo, Reports etc.
Visuals: Movies, Documentaries …
Barriers to of Effective CommunicationPersonal barriers:
Your style and character (rude, polite, shy, etc.) Preparation & presentation Lack of clarity (pronunciation, pitch, etc.) Lack of credibility Timing Jargon and pronunciation Sender’s speed of thought Receiver s not prepared Information overload Not repeating and important point Meeting in the evening Distractions
Organizational barriers: Culture Environment Size Structure Pace of activity
Process barriers: Channel/medium Irrelevant information Lack of proper responseAbsence of feedbackInappropriate questions Information overload
Other Barriers …Other Barriers …
Physical Barriers:Physical Barriers: pertain to the physical distance between people communicating
Semantic Barriers:Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate
In order to communicate effectively you must do the following:
Identify your communication styleIdentify problematic situationsGiven you have some areas that could be
improved…Practice changing your communication skills
Different Communication Styles
The Aggressive Style. Fighting, accusing, and threatening characterize this style.
The Passive Style.Acceptance, unconditional with others’ demands, and being “walked on” by others characterize this style.
The Passive Aggressive Style On the surface these individuals appear to be following the passive style. Hidden beneath the surface, however, these people act in an aggressive way.
The Assertive Style. This style is characterized by balance. Balance in
the expression of feelings, self-pride, and self-regard, while at the same time being considerate of others. Through direct communication, you demonstrate respect for your rights and the rights of others. The advantage of assertiveness is that you can compromise so that you can get what you need and want.
AssertiveAssertive Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others.
Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.
Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements.
CommunicationCommunication Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior StyleStyle Description Pattern Description Pattern PatternPattern
CommunicationCommunication Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior StyleStyle Description Pattern Description Pattern PatternPatternAggressiveAggressive Taking advantage
of others; Expressive and self-enhancing at others’ expense.
Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.
Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
CommunicationCommunication Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior StyleStyle Description Pattern Description Pattern PatternPatternNonassertiveNonassertive Encouraging
others to take advantage of us; Inhibited; Self-denying.
Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.
Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
Sources of Distortion in Upward Sources of Distortion in Upward CommunicationCommunication
Situational AntecedentsSituational Antecedents Patterns of Distortion in Patterns of Distortion in Upward CommunicationUpward Communication
1. Supervisor’s upward influence LowLow High Increased distortion
because employees send more favorable information and withhold useful information.
LowLow High2. Supervisor’s power
Increased distortion because employees screen out information detrimental to their welfare.
LowLow High3. Subordinate’s
aspiration for upward mobility
Less accuracy because employees tend to pass along information that helps their cause.
7 Cs of Effective Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
COMPLETENESSEnsure that you provide all required informationAnswer all questions asked as far as possibleAlways give something extra, where applicable
and desirable
Examples:Incomplete: Please fax me the departure from
New Delhi to Frankfurt on the 6th of this month.
Incomplete: Why was my request for additional furniture for my office not responded to?
CONCISENESSDo not use wordy expressions Always use only relevant material Do away with unnecessary repetitionExamples:Wordy : At this time Concise: NowWordy : Due to the fact that Concise: BecauseWordy : Have a need for Concise: NeedWordy : In due course Concise: SoonWordy : Allow me to say how helpful your
response was.Concise : Your last response was helpful.
CONSIDERATION- Focus on “you” instead of “I” or “we”.- Demonstrate audience benefit or interest in the
receiver.- Ensure that you emphasize positive, pleasant facts
while you speak.
Examples:Insensitive: You failed to enclose your cheque in the
envelope.
Consideration: The cheque was not enclosed. (passive voice)
CONCRETENESS- Use specific facts and figures from reliable
sources.- Put action into verbs.- Choose vivid, image-building words.
Examples:Vague, general, and indefinite: Eastern Europe
is making progress in getting investments.
Concrete, precise: In 1990, investments in Eastern Europe were about US$30 million; today, that figure has increased by 12%.
CLARITYUse precise, concrete, and familiar words.Construct effective sentences & paragraphs,
with right emphasis.
Examples:Unfamiliar: After our perusal of pertinent data,
the conclusion is that a lucrative market exists for the subject property.
Familiar: The data we studied show that your property is profitable and in high demand.
COURTESY- Be sincerely tactful, thoughtful, and
appreciative.- Use expressions that show respect.- Choose non-discriminatory expressions.
Examples:Tactless, blunt: I rewrote that letter three times;
the point was clear.Tactful: I’m, sorry the point was not clear;
here is another version.Avoid expressions such as: I do not agree with
you; obviously you overlooked; we don’t believe.
Correctness- Use the right level of language.- Always check the accuracy of facts,
figures, and words.
Examples:
Use: Think instead of deem; question instead of interrogate; stolen instead of stoled.
Categories of Non-Verbal Messages
EnvironmentInterpersonal DistancePostureGesturesFacial ExpressionsVoice QualityPersonal Appearance
Skills and Best Practices: Advice to Skills and Best Practices: Advice to Improve Nonverbal Communication Improve Nonverbal Communication SkillsSkills
• Maintain eye contact.• Nod your head to convey that you are listening or that you agree.• Smile and show interest.• Lean forward to show the speaker you are interested.• Use a tone of voice that matches your message
PositivePositive Nonverbal Actions Nonverbal Actions Include:Include:
Advice to Improve Nonverbal Advice to Improve Nonverbal Communication Skills (cont)Communication Skills (cont)
• Avoiding eye contact and looking away from the speaker.• Closing your eyes or tensing your facial muscles.• Excessive yawning.• Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice)• Speaking too fast or too slow.
NegativeNegative Nonverbal Actions Include: Nonverbal Actions Include:
Listening StylesListening Styles
Results-style:Results-style: Interested in the bottom line or result of a message.
Reasons-style:Reasons-style: Interested in hearing the rationale behind a message.
Process-style:Process-style: Likes to discuss issues in detail.
The Keys to Effective ListeningThe Keys to Effective ListeningKeys to Effective ListeningKeys to Effective Listening The Bad ListenerThe Bad Listener The Good ListenerThe Good Listener
1. Capitalize on thought speed
Tends to daydream Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines
2. Listen for ideas Listens for facts Listens for central or overall ideas
3. Find an area of interest Tunes out dry speakers or subjects
Listens for any useful information
4. Judge content, not delivery
Tunes out dry monotone speakers
Assesses content by listening to entire message before making judgments
5. Hold your fire Gets too emotional or worked up by something said by the speaker and enters into an argument
Withholds judgment until comprehension is complete
The Keys to Effective Listening (cont)The Keys to Effective Listening (cont)Keys to Effective ListeningKeys to Effective Listening The Bad ListenerThe Bad Listener The Good ListenerThe Good Listener
6. Work at listening Does not expend energy on listening
Gives the speaker full attention
7. Resist Distractions Is easily distracted Fights distractions and concentrates on the speaker
8. Hear what is said Shuts our or denies unfavorable information
Listens to both favorable and unfavorable information
9. Challenge yourself Resists listening to presentations of difficult subject manner
Treats complex presentations as exercises for the mind
10. Use handouts, overheads, or other visual aids
Does not take notes or pay attention to visual aids
Takes notes as required and uses visual aids to enhance understanding of the presentation
Gender DifferencesWomen
Prefer conversation for rapport buildingWant empathy, not solutionsAre more likely to complimentEmphasize politenessMore conciliatory
Gender DifferencesMen
Talk as a means to preserve independence and status by displaying knowledge and skill
Work out problems on an individualized basisAre more directive in conversationAre more intimidatingCall attention to their accomplishmentsTend to dominate discussions during meetings
Let’s Summarize… Most of our stress today comes from interpersonal
difficulties. Many of these stresses involve failure to communicate
effectively. Communication styles that can lead to problems are:
the aggressive style, the passive style, and the passive-aggressive style.
Assertiveness is the only style that allows both parties to compromise in order to get something each wants.
Assertiveness involves regarding your own rights as well as the rights of others, seeking compromise, and clearly communicating your feelings and desires.
WISHING YOU A VERY WISHING YOU A VERY HAPPY DASHAIN AND TIHAR HAPPY DASHAIN AND TIHAR
……