Transcript Communication - ileadacademy.com

Cross Cultural Management
and Negotiation Practices
Chapter 14 – Communication: Listening to Understand
Dr. Bahaudin G. Mujtaba
© Bahaudin G. Mujtaba
Chapter Topics
• Chapter 14 – Communication: Listening
to Understand
– Effective Communication
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Listening and Management Communication
Listening Basics
Autobiographical responses
Listening without judgment
Listening empathically
Benefits of listening
– Overcoming Barriers to Communication
© Bahaudin G. Mujtaba
Communication
• Communication takes place whether it is intended or not. Human
beings have communicated for thousands of years and some major
miscommunication experiences have been documented in books and
cultural stories. Such experiences can teach human beings historical
trends and their outcomes.
• Communication is the process of exchanging information in ways that
ensure a mutual understanding of content and feelings; this includes
being heard and understood.
• Effective communication can also be defined as the transfer of
information from one person to other(s), without the meaning being
changed. Often communication takes the forms of speaking and
listening.
• While speaking is done for the purpose of being understood, listening
is the real tool for understanding, learning and growing. Being a good
listener sets you apart and helps you become a much better
communicator while speaking.
© Bahaudin G. Mujtaba
The Basics of Communication
• WHO will communicate: the appropriate addressor
• TO WHOM: the appropriate person or persons to whom the
message should be communicated – the addressee/s or
audience
• WHAT: appropriate content of the message
• HOW: appropriate language, medium, and style, for
communicating the message
• WHEN: appropriate time for communicating the message
• WHERE: appropriate location for communicating the
message.
• WHY: appropriate reasons for communicating the message
through the chosen medium.
© Bahaudin G. Mujtaba
Cultural Variables in Communication
Encodes the
message
Attitudes
Thought patterns
Stereotypes
Decodes the
message
Roles
Space
Sender
Time sense
Receiver
Social organizations
Perceptual Filters
Objective of effective communication is “mutual understanding.”
© Bahaudin G. Mujtaba
Communication
Communication is a process of sharing
information with another person in such a
way that s/he understands what you are
saying.
Intercultural communication is the process of
sharing information or interacting with a
person from another culture.
© Bahaudin G. Mujtaba
Intercultural Communication Skills
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Withhold judgment
Show respect
Empathize
Tolerate ambiguity
Recognize your own cultural biases
Emphasize common ground
Send clear messages
Learn when to be direct
© Bahaudin G. Mujtaba
Autobiographical Responses
• A dvise
• P robe
• I nterpret
• E valuate
© Bahaudin G. Mujtaba
Autobiographical Responses
• Advise: Telling others what they should do based on our (biased)
perspective. We advise when we make recommendations or
suggestions based on our own past experiences.
• Probe: Asking questions to direct the conversation toward things that
come from our frame of reference. We probe when we question the
speaker to find similarities with our past experiences.
• Interpret: Explaining why they are acting the way they do based on our
experiences. When we interpret we are explaining others’ behaviors
and actions based on our own past actions.
• Evaluate: Judging (agreeing or disagreeing with) the situation, which
could be verbal, facial, or through body posture, based on one’s
opinion. We are evaluating when we judge by either agreeing or
disagreeing based on our own values.
© Bahaudin G. Mujtaba
Levels of Listening
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Ignoring. Not paying any attention, sleeping, talking, etc. Not caring. You
don’t receive messages at this level. You don’t concentrate on listening.
Pretending. Giving the appearance of listening, occasional nod or a response.
You give the appearance of listening. You give an occasional head nod or
similar form of body language to make the sender think that you’re listening,
but you’re really not.
Selecting. Grasping certain key words here or there but not listening. You
select parts of the message that you feel are important. You don’t hear or you
instantly lose other parts of the message.
Attending or active listening. Listening intently, grasping the content and
perhaps even repeating back what you heard; listening with ears for the facts.
You’re focusing on the message being communicated. You’re listening for
content and asking questions for clarification.
Empathic. The highest level of listening. Listening with the eyes and the heart
for feelings and emotions. It is seeing how the sender sees the situation. You’re
now seeking to understand the emotions and feelings of the sender, as well as
understand the content of the message being communicated. This is the highest
level of listening.
© Bahaudin G. Mujtaba
Active Listening
Active listening involves providing feedback
to ensure understanding by
– repeating the message verbatim,
– stating the meaning of the message as you
understand it, and
– asking questions for clarification, if
necessary.
© Bahaudin G. Mujtaba
Empathic Listening
Empathic listening is the process of
discovering the sender’s perspective,
thoughts, and feelings by encouraging the
sender to self-disclose through active
listening and/or empathy.
– Empathic listening involves listening with the
eyes and heart for feelings and listening with
the ears for facts, thoughts and views.
© Bahaudin G. Mujtaba
Empathic Listening Process
Empathic listening process involves the following steps:
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Repeating the message verbatim.
Summarizing the content of the message.
Reflecting on the feelings of the message.
Restating the content of the message in your
own words and reflecting the feelings of the
message.
– Using good judgment and determining the
appropriate steps to use in each situation
© Bahaudin G. Mujtaba
Managers as Senders
• Send clear and complete messages.
• Encode messages in symbols the receiver
understands.
• Select an appropriate medium.
• Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
• Ensure a feedback mechanism.
• Provide accurate information to avoid rumors.
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© Bahaudin G. Mujtaba
Managers as Receivers
• Pay Attention to what is sent as a message.
• Be a good listener: don’t interrupt.
– May ask questions to clarify your understanding.
• Listen empathically: try to understand what the
sender feels.
• Understand linguistic styles: different people
speak differently.
– Speed, tone, pausing all impact communication.
– Communication styles vary greatly across cultures.
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© Bahaudin G. Mujtaba
It’s what is inside that
makes a difference!
Learn well, take chances, and
remember that together
we can move the world!
© Bahaudin G. Mujtaba
Reference
• Mujtaba, B. G. (2007). Cross Cultural Management and Negotiation
Practices. ISBN: 978-0-9774211-2-1. ILEAD Academy, LLC; Davie,
Florida.
© Bahaudin G. Mujtaba