Transcript Communication - McGraw

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Chapter
7
Conveying Verbal Messages
“The medium is the message.”
~ Marshall McLuhan
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved. 1-2
Chapter Objectives
• Improve your ability to send clear messages.
• Reduce barriers associated with ineffective
communication.
• Determine which communication medium best
serves your needs in varying situations.
• Send messages that directly express and
address your wants, needs, and opinions.
• Convey your message in a way that does not
cause defensiveness on the part of the receiver.
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What is Communication?
• We communicate because:
– We want something to
happen.
– We want to satisfy a need.
• Because we communicate
constantly, we need to
communicate effectively.
Communication is the
imparting, conveying, or
exchange of ideas,
knowledge, information,
and the like by means of
mechanical or electronic
speech, writing, or signs.
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The Communication Channel
• Communication competence is achieved by:
– Choosing the most appropriate communication
channel
– Using knowledge and skill to communicate
appropriately and effectively
• Communication channels differ in ways:
– They can overcome the constraints of time and
location
– Transmit nonverbal and social cues
– Successfully pass on ambiguous information
• May be mediated or unmediated
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The Communication Channel (continued)
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The Communication Channel (continued)
• When a message needs to be sent, the
sender
– Encodes the message.
– Determines the appropriate medium
to convey the message.
• The message travels through the
medium
• At the receiving end, the receiver
– Decodes the message.
• Sending a message from source to
receiver constitutes one-way
communication.
• Adding the final stage, known as
feedback, creates two-way
communication.
Feedback is a
response to a
person’s behavior
and it influences
the manner
in which that
behavior will
continue or not.
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Effective Media Selection
The medium you choose to convey your message
is just as important as the content of the
message itself.
• Oral communication or spoken communication
tends to be the most preferred form of
communication for managers.
• Written communication is the most effective
method for sending precise or complex information.
• Electronic communication is effective for sending
brief messages quickly to one or more persons.
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Information Richness and Media
Selection
• Information richness = information capacity
of data
• Theorists Daft and Lengel define information
richness as “the potential information carrying
capacity of data.”
• Media evaluation factors:
–
–
–
–
Feedback
Channel
Type of communication
Language source
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Barriers to Communication
•
•
•
•
Interference or “noise”
Emotional states
Language differences
Technical difficulties
– Telephone static
– Inaccessible e-mail system
• Slang
• Barriers to effective communication may be:
– Interpersonal
– Organizational
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Information Overload
• Presenting too much material.
• Presenting information that is
overly complex.
• Presenting information too
quickly.
• Presenting at a level of difficulty
that goes beyond the person’s
understanding.
• Not giving the person sufficient
time to process the information.
Information overload
occurs when the
volume of
information a person
receives exceeds his
or her capacity to
process it.
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Trust and Credibility
• Lack of trust is a huge barrier to effective
communication.
• Lack of credibility prevents the listener from
fully receiving your message.
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Time
Poor communication often results from lack of
time.
• Rushing to communicate often leads to errors, leaving
out important details, or saying things that you later
regret.
• Today there is an increased expectation of speedy
response.
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Filtering
• Filtering can make objective
decision making difficult because:
– The true message is never
accurately sent or received.
• To resist filtering, present
information based on relevant
facts.
• To prevent receiving filtered
information, ask probing
questions.
Filtering is the
intentional
manipulation of
information to
make it more
favorable to the
receiver.
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Emotions
• The factor that can hinder effective
communication is emotions or emotional
states.
• Communicating emotionally can prevent you
from being objective about a situation.
• Consider the emotional state of both the sender
and receiver in all interactions with others.
• Leave or end a discussion if you or the other
person is reacting emotionally.
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Message Congruency
• The communication process is much more
than just the spoken word.
• 93% of communication is transmitted through
body language and through the tone of voice.
• 7% of communication comes through words.
• Do not send mixed signals!
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Assertive Communication
Elements:
•
•
•
•
Fairness
Directness
Tact and sensitivity
Honesty
Assertive
communication is a
form of communication
in which you speak up
for your rights and take
into account the rights
and feelings of others.
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Passive Communication
• Passive communication includes:
–
–
–
–
–
Indirectness
Avoiding conflict
Being easily persuaded
Being a people pleaser
Hiding your true thoughts and feelings
• Is usually not recommended
• It seldom results in getting what you really want
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Aggressive Communication
• Aggressive communication includes:
– Exerting control over others
– Humiliating others
– Dominating
– Being pushy
– Always needing to be right
– Using absolute terms
– Blaming others
• Is often unclear because:
– It is emotionally charged, reactive, and
sometimes irrational.
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Assertive communication
• Assertive communication is usually the most
appropriate communication style.
• Assertive communication:
– Will provide you with the ability to pass on
information accurately and intelligently.
– Will help you to accomplish objectives while
still having respect for others and not making
them feel “put down.”
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How to Communicate Assertively
There are three parts to developing an assertive
statement:
• Your perspective/perception of the situation.
• Your feelings about the situation.
• Your wants regarding the situation.
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Taking Responsibility
Take responsibility and clarify assumptions:
• Specify the behavior on which the assumption is
based.
• If your assumption is based on your own expectation
of the listener’s behavior, state that expectation
specifically.
• If your assumption compares the listener’s behavior
with that of others, clarify that group and specific
comparisons.
• Elicit feedback about your assumptions.
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“I” Message
An “I” message consists of
three parts:
• The specific behavior.
• The resulting feeling you
experienced because of the
behavior.
“Mend your speech a
little, lest it may mar
your fortunes.”
William Shakespeare,
King Lear
• The tangible effect on you.
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Sending Messages Effectively
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Summary
• What and how we communicate affects our
behavior as well as that of others.
• Effective communication can develop better
human relations and ultimately better
organizational performance.
• Verbal communication skills are important for
everyone.
• You must be able to communicate assertively.
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