Transcript Marketing - Mrs. Ledesma's Class Website

7
COMMUNICATION
AND HUMAN
RELATIONS
McGraw-Hill/Irwin
Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.
Learning Objectives
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Explain the role of communication and
miscommunication at work.
Compare and contrast successful and
unsuccessful listening skills.
Explain the importance of timing with regard
to messages.
Examine the role of nonverbal
communication.
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Learning Objectives
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Identify the functions of nonverbal
communication.
Outline strategies for communication within an
organization.
Explain the importance of intercultural
communication in today’s professional world.
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Communication and
Miscommunication
Figure 7.1: Factors of Communication
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Listening—and How it Can Fail
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Selective listening
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Happens when a listener deliberately chooses
what he or she wants to hear.
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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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Red flag words
Active listening
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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.
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Communicating Without Words
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Nonverbals
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Way of communicating without speaking.
Use of gestures, body language, and facial
expressions.
Nonverbal signals indicate
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–
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Degrees of self-confidence
Maturity
Fear
Other key qualities used to judge a person
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Communicating Without Words
Figure 7.2: Nonverbal Communications
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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.
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Functions of Nonverbal
Messages
Figure 7.4:
The Zones of Distancing
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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.
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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.
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International and Intercultural
Communication
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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 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.
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International and Intercultural
Communication
Figure 7.6:
High - to
Lowcontext
Cultures
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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.
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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.
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