Transcript Chapter 6
Communicating for Results 9e 6 Key Ideas Overcoming Obstacles to Communication in Organizations •Defining situational anxiety •Obstacles to Communication •Defining sexual harassment •Tips for using technology to communicate Copyright Cengage © 2011 1 Consider this . . . Communication barriers are like roadblocks: they bring communication to a complete halt. Communication obstacles are more like potholes: they can cause uncomfortable bumps and jars, but with skill and training you can learn to avoid them. Copyright Cengage © 2011 2 Tim Boyle/Getty Images Technology, a song writer and United Airlines: A Case Study Read or describe the case study Answer the following questions: Was United Airlines action to repair the damage adequate? What action should United take to prevent future customer service incidents? Is technology an advantage or obstacle to communication? Copyright Cengage © 2011 3 Obstacles to Communication Communicator anxiety Situational Anxiety Inadequate preparation Vague instructions Jumping to conclusions Bypassing Sexual harassment Communication technology Copyright Cengage © 2011 4 Communicator Anxiety Types include . . . Situational -- anxiety caused by factors present in a specific speaking situation © Roger Persson Trait -- internal anxieties an individual brings to the speaking situation Copyright Cengage © 2011 5 Managing Situational Anxiety © Roger Persson Prepare and practice! Warm up Concentrate on meaning Use a relaxing introduction Use deep breathing Use visual aids Copyright Cengage © 2011 6 Factors that influence Trait Anxiety NOVA Development Genetic endowment Experiences Perception of current situation Copyright Cengage © 2011 7 Managing Trait Anxiety © Annie Dowie Use positive imagery or visualization> Copyright Cengage © 2011 8 Positive Imagery Defined © Jason Harris Creating a positive, vivid & detailed mental image of yourself confidently giving a successful presentation.” Copyright Cengage © 2011 9 Positive Imagery © Roger Persson We act as the person we “see” ourselves to be Copyright Cengage © 2011 10 AP/Wide Photos Visualization is the Key Words + Vivid Mental Pictures + Feelings = Confidence Copyright Cengage © 2011 11 Managing Trait Anxiety (Con’t) Copyright Cengage © 2011 © Annie Dowie Use positive imagery or visualization Use your imagination See yourself as the speaker you want to be Picture yourself being successful Remember: Words + vivid mental pictures + feelings = confidence Read a positive imagery exercise (p. 162) 12 Other anxiety reducing methods Systematic desensitization Learning to relax with deep muscle relaxation and breathing Learning to Remain relaxed while visualizing a series of communication situations progressing from low anxiety to high anxiety (McCroskey, 1972; Richmond & McCroskey, 1998). Copyright Cengage © 2011 13 Other anxiety reducing methods Cognitive restructuring Identifying irrational self-talk that produces speaker anxiety Developing alternative coping statements, and (3) practicing the coping statements in stressful situations (Ellis, 2004; Fremouw & Scott, 1979). Copyright Cengage © 2011 14 Other anxiety reducing methods Skills training Identifying reasonable speaking goals Determining behaviours or skills needed to achieve each goal Developing procedures for judging the success of each goal (Duff et al, 2007; Kelley, 1989; Phillips, 1991) Copyright Cengage © 2011 15 Improving Instructions Begin with overall picture Use few words Make words specific & easy to understand Number or “signpost” objects or steps Use simple comparisons Use repetition Use good delivery techniques Copyright Cengage © 2011 “Project F” on p. 158 16 Awareness Check: Meanings of Terms Directions: Decide what percentage of certainty (from 0 to 100 percent) is implied when you use each of the following terms—for example, if you tell someone that your attendance at the staff party is “likely,” do you mean there is an 85 percent chance of being there, a 30 percent chance, or what? Write the percentage that expresses your usual meaning next to each term. Ask three other people to do the same thing, and compare answers. You can take this quiz online and view the answers at your Premium Website for Communicating for Results. TERMS COMMONLY USED IN BUSINESS _____ _____ _____ _____ _____ 1. 2. 3. 4. 5. Absolute Certain A cinch Indefinite Open to question _____ _____ _____ _____ _____ _____ 6. Possible 7. Probable 8. Risky 9. Settled 10. A sure thing 11. A toss-up *Adapted from Schneider, Donaghy, & Newman, 1975, pp. 22–23. Copyright Cengage © 2011 17 Sexual Harassment Defined Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when this conduct explicitly or implicitly affects an individual’s employment, unreasonably interferes with an individual’s work performance, or creates an intimidating, hostile, or offensive work environment. (U.S. EEOC, 2009) Copyright Cengage © 2011 18 Basic Concepts in Sexual Harassment Quid pro quo (“something for something”) Sexual favors for job perks Punishment for rejection of sexual overtures Hostile work envrionment Work conditions are sexually intimidating or offensive Conditions interfere with job performance Copyright Cengage © 2011 19 Dealing with sexual harassment Review organizational policies Project friendly but professional image Confront harasser in assertive manner Document incidents of harassment Report incident to supervisor Weigh consequences of further action Copyright Cengage © 2011 20 Communication Technology Advantages to e-mail and IM’s . . . Employees learn the system rapidly Social contacts are valuable in later work tasks Improved quality of work life Enhanced creativity Copyright Cengage © 2011 21 Communication Technology Disadvantages to e-mail , IM, & Blogs . . . Legal for employers to inspect employee e-mail Senders seldom proof-read for content or tone People respond to e-mail, IM’s, & blogs even when uncertain or angry Senders overlook the value of mirroring others’ sensory channels Copyright Cengage © 2011 22 Videoconferencing Characteristics of electronic meetings . . . Less emotion and conflict Participation more organized Decision-making equal to face-to-face Participation more equal Less satisfying than face-to-face Copyright Cengage © 2011 23 Communicating for Results 9e 6 Key Ideas Overcoming Obstacles to Communication in Organizations •Defining situational anxiety •Obstacles to Communication •Defining sexual harassment •Tips for using technology to communicate Copyright Cengage © 2011 24