Transcript Marketing

Chapter 7
COMMUNICATION AND
HUMAN RELATIONS
McGraw-Hill/Irwin 2010
Modified by Jackie Kroening 2011
COMMUNICATION AND HUMAN
RELATIONS
** The main function of communications is to transfer
meaning, thoughts, and feeling from internal self to the
outside of self.
McGraw-Hill/Irwin 2010
Modified by Jackie Kroening 2011
Communication and
Miscommunication
Factors of Communication
Parts taken from Human Relations 4ed
Listening—and How it Can Fail
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** Selective listening
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Parts taken from Human Relations 4ed
Happens when a listener deliberately
chooses what he or she wants to
hear.
The main cause of selective listening
is information overload, where a
listener is overwhelmed with
incoming information and has to
decide which information will be
processed and remembered.
Listening—and How it Can Fail
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Tuning out – People refuse to listen to coworkers or others due to prejudice.
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Prejudice is the unwillingness to listen to members
of groups the listener believes are inferior.
** Red flag words - Brings an immediate emotional
response (usually negative) from the listener,
generally because of strong beliefs on the subject.
Active listening – Listening with greater
concentration, less tolerance for distractions, and
more feedback to the speaker.
Parts taken from Human Relations 4ed
The Timing of Messages
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** Emotional timing - Refers to the emotional
readiness of the listener to hear a message.
Situational timing - Refers to the listener’s
situation when a message is received.
Relevance timing - Communication should fit
the other topics being discussed.
** Filtering - Hearing only what one wants to
hear. The listener wants something to be true so
badly that he or she interprets the message to make
it true.
Parts taken from Human Relations 4ed
Communicating Without Words
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Nonverbal
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Way of communicating without speaking.
** Use of gestures, body language, and
facial expressions.
Nonverbal signals indicate
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Degrees of self-confidence
Maturity
Fear
Other key qualities used to judge a person
Parts taken from Human Relations 4ed
Nonverbal Communication
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The eyes:
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Parts taken from Human Relations 4ed
* One of the most
important nonverbal
cues.
Listeners and those
of lower rank are
expected to give
more eye contact.
Communicating Without Words
Nonverbal Communications
Parts taken from Human Relations 4ed
Functions of Nonverbal Messages
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Nonverbal messages
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Reflect the relationship between the speaker
and listener.
** Show the speaker’s attitudes and emotions.
Clarify messages by providing context, or a
point of reference, for communication.
Show the intensity, of the speaker’s reactions
to the listener.
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Intensity - The degree to which one shows serious
concentration or emotion
Signal the self-esteem level in a person.
Parts taken from Human Relations 4ed
Functions of Nonverbal Messages
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Gestures and their meanings
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Illustrators: Used to clarify a point.
Regulators : Controls the flow of communication.
Displays : Used like nonverbal punctuation marks.
Emblems : Used in a specific manner as they
have a specific meaning, understood by both the
sender and receiver.
Distance between speakers - Proxemics or
distancing, varies geographically.
Parts taken from Human Relations 4ed
Functions of Nonverbal Messages
The Zones of Distancing
Parts taken from Human Relations 4ed
Male-Female Communications
WARNING: This can be a sensitive
subject. A number of generalizations
are made. Even though these do not
apply to everyone, we must begin
somewhere if we are to understand,
and hopefully improve,
communication between the genders.
Parts taken from Human Relations 4ed
Male-Female
Communications
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Parts taken from Human Relations 4ed
In general, men live in
a hierarchical world of
problem solvers.
Essentially they are
always playing king of
the hill.
Male-Female
Communications
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Men tend to look at
each encounter to
evaluate whether
they are up or
down a status
point.
They do not like to
be down a point.
This explains many
of their actions.
Parts taken from Human Relations 4ed
Male-Female Communications
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Men typically do
not like to be told
what to do,
because it means
they are down a
status point.
For the same
reason, they do not
like to be given
advice or to ask for
help.
Parts taken from Human Relations 4ed
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However, once
rank is established,
as in a formal
organization, men
can accept the
differences in
status enough so
that they can live
with the situation.
Male-Female Communications
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Men tend to be
problem solvers. If
they do not have an
answer they
become more
stressed and more
focused,
withdrawing into
themselves.
Parts taken from Human Relations 4ed
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Men need to feel
needed to be
motivated.
Men often give
feedback only
when things go
wrong.
Men tend to take
comments literally.
Male-Female Communications
 Women do not live in
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Parts taken from Human Relations 4ed
hierarchies like men.
Women tend to have
one close friend or
confidant.
Women tend to share
their feelings.
Male-Female Communications
 Women tend to
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Parts taken from Human Relations 4ed
relate similar
experiences to show
support and
understanding.
When women talk
they tend to face
each other; men do
not.
Male-Female Communications
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Women want
empathy, not
solutions.
Women soften
what they say,
rather than giving
commands.
Women tend to
give suggestions,
not directions.
Parts taken from Human Relations 4ed
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Women give
feedback when
things are going
well, not just when
they are going
badly.
Under high stress,
women tend to feel
overwhelmed.
Male-Female Communications
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When frustrated, women tend to use
closed words.
Women are often motivated when they
are respected.
Women often think out loud.
Parts taken from Human Relations 4ed
Male-Female Communications
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The male method of communicating is
NOT better than the female, and the
female method is NOT better than the
male; the methods are just different.
To improve communications it is
important for each gender to try to
understand the other’s way of
communicating.
Parts taken from Human Relations 4ed
Sending Messages to Men
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Ask them to do
things, rather than
ordering them.
Challenge their
declarations.
Don’t give them
unsolicited advice.
Don’t use closed
words.
Parts taken from Human Relations 4ed
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Ask them what you
really want to know.
Give them the
bottom line.
Give praise when
warranted.
Leave them alone
when stressed or
solving problems.
Sending Messages to Women
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Listen to them
without comment.
Soften orders and
directions; give
suggestions.
Don’t provide
answers when
none were sought.
Show empathy.
Parts taken from Human Relations 4ed
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Respect them.
Give details with
summaries.
Look beyond their
literal words to see
what is really being
said.
Relate similar
experiences.
Communicating in an Organization
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Organizational communication
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Oral and written communication within an
organization.
Has both formal and informal dimensions.
Travels both vertically and horizontally.
Vertical communication
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Communicated according to an
organization’s chain of command by
flowing both upward and downward.
Parts taken from Human Relations 4ed
Communicating in an Organization
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Horizontal communication - Messages that
are communicated between the speaker
and his/her equals in a formal
organization.
** Grapevine - Network within the
organization that communicates
incomplete, but usually somewhat
accurate information.
Rumor mill - Gossip network that produces
mostly false information.
Parts taken from Human Relations 4ed
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International and Intercultural
Communication
Low-context culture
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A written agreement, like a contract, can
be taken at face value.
High-context culture
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The social context (value system)
surrounding a written document is more
important than the document itself.
One must be careful about cultural norms,
nonverbal behaviors on both sides, and
overall atmosphere of the communication.
Parts taken from Human Relations 4ed
International and Intercultural
Communication
High - to
Lowcontext
Cultures
Parts taken from Human Relations 4ed
Strategies for Success
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Become a better listener
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Stop talking.
Get rid of distractions.
Try to enter into the speaker’s reality.
Use pauses for reflecting.
Listen for main ideas.
Give feedback.
Listen for feelings as well as for facts.
Encourage others to talk.
Parts taken from Human Relations 4ed
Strategies for Success
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Practice high-context communication
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People in high-context cultures need to
know how to put the speaker into context,
to help them understand better.
Should speak slowly and clearly.
Conversation should include few words and
expressions from the listener’s native
language—whose meanings and
pronunciation one is sure of.
Use nonverbal signals carefully.
Parts taken from Human Relations 4ed