Transcript Week 3
COMMUNICATION The Communication Process All organizational communication is on a continuum Impersonal Interpersonal Figure 4.2 Diagram of More Complex Communication Process Filters/Blocks Semantics Emotions Language/Culture Attitudes Role Expectations Gender Specific Focus Nonverbal Messages Silent messages Filters The country club’s male golf pro charges $50 per hour for a golf lesson. A female pays this fee and begins her first lesson but does not understand the pro’s terminology. Who is the sender? Receiver? What filters may be present? What can they do to overcome these? Filters A 25-year-old Hispanic salesman attempts to sell a 53-year-old Asian gentleman a $5,000 plasma TV made by Sony. English is the second language for both of them. Who is the sender? Receiver? What filters may be present? What can they do to overcome these? Nonverbal Communication Verbal/Non-Verbal Vocal/Non-Vocal Vocal Non-vocal Verbal Spoken words Written words Non-verbal Tone of voice Sighs Pitch Gestures Movement Facial expression The Impact of Nonverbal Messages Nonverbal Communication Characteristics Table 6-x Some differences between verbal and nonverbal communication Complexity Verbal Communication Nonverbal Communication One dimension (words only) Multiple dimensions (voice, posture, gestures, distance, etc.) Flow Clarity Intermittent (speaking and Continuous (it’s impossible to silence alternate) not communicate nonverbally) Less subject to More ambiguous misinterpretation Impact Intentionality Has less impact when verbal Has stronger impact when and nonverbal cues are verbal and nonverbal cues are contradictory contradictory Usually deliberate Often unintentional Types Body Orientation Posture Gestures Face and Eyes Voice Touch Physical Attractiveness Clothing Distance Territoriality Time Functions of nonverbal communication Repeating Substituting Complementing Accenting Regulating Contradicting Nonverbal Activity Leave the classroom for designated time Discretely select an interpersonal conversation Describe your context Who? Where? What? How long? Identify the type of nonverbal communication you observe Describe the function What do you think is being discussed? Return to class LISTENING Get a partner Sit back to back One calls, the other draws Elements of Listening Hearing Attending Understanding Responding Remembering Elements of Listening Reasons we don’t always listen Message overload Preoccupation Waiting to pounce Rapid thought We can think up to 600 words per minutes, but can only talk up to 150 words per minute) Effort External noise Attention span Average adult’s attention span is 4 seconds Active Listening Created by Thomas Gordon in 1975 Defined as: a process of sending back to the speaker what the listener thinks the speaker meant, both literally and emotionally. It does not mean repeating the speaker’s exact words. Instead, it is a process of putting into some meaningful whole your understanding of the speaker’s total message- both content and feelings. Active Listening Purposes: Helps you check how accurately you have understood what the speaker said and meant You express acceptance of the speaker’s feelings You prompt the speaker to further explore her or his feelings or thoughts Active Listening Differs from “regular listening: Listening: Seeks Active to learn/ relate/ manage tasks/ influence other Listening: Checks accuracy of understanding Express acceptance of feelings Stimulate speaker to explore feelings and thoughts Active Listening 3 techniques to use to demonstrate active listening Paraphrase the speaker’s meaning Express understanding of the speaker’s feelings State in your own words what you think the speaker ment Displays interests Be careful not to lead the speaker in the direction you want to go In addition to content, echo feelings You seem very angry. Ask questions Understanding Your Communication Style -Take Inventory Communication Styles Your communication style has an impact on those around you “patterns of behavior others can observe” Remains stable through life Communication Styles There are two dimensions of human behavior: 1) dominance 2) sociability Communication Styles 4 basic styles: 1) Emotive 2) Director 3) Reflective 4) Supportive Communication Style Preference As you respond to this inventory, you are keeping your thoughts focused on your relationships. Chose one answer in each box that describes you the most and one answer in each box that describes you the least. Communication Style Preference – cont’d. If your highest letter is… then your communication style is… A Emotive B Director C D Reflective Supportive Please form groups by your communication style. When the dominance and sociability dimensions are combined, the framework for communication style classification is established. Supportive Emotive Figure 3.5 Reflective Director Source: Gerald L Manning and Barry Reece, Selling Today: Creating Customer Value, Ninth Edition, Copyright © 2004. Adapted by permission of Prentice-Hall Inc., Upper Saddle River, NJ. Emotive High Dominance and High Sociability Spontaneous, boisterous behavior Extrovert Natural persuasiveness / leadership Exaggerated hand / facial gestures Outspoken, offensive Rosie O’Donnell/Jim Carey Director High Dominance and Low Sociability Projects a serious attitude Expresses strong opinions May project indifference Determined to be on top Will not admit wrong Unfeeling when dealing with others Judge Judy/ Martha Stewart Reflective Low Sociability and Low Dominance Expresses opinions in formal, deliberate manner, slow decision maker Seems preoccupied Prefers orderliness Quiet, likes to spend time alone Long thinkers Bill Gates/ Albert Einstein Supportive High Sociability and Low Dominance Listens attentively, friendly Avoids the use of power, agreeable Makes and expresses decisions in a thoughtful, deliberate manner Agreeable Sincere interest in people Meryl Streep/ Princess Diana http://www.youtube.com/watch?v=qri6V7oKaAY What styles do you see here? What elements of communication? Style Flexing