Social Interaction All Topics PDF

INTRODUCTION TO COMMUNICATION What is Communication? INTRODUCTION TO COMMUNICATION Communication is at the heart of our everyday lives. From the moment we wake up in the morning to the moment we drift off to sleep, we are constantly in the process of communication (Beck, A. et al. 2002) Comm...

INTRODUCTION TO COMMUNICATION What is Communication? INTRODUCTION TO COMMUNICATION Communication is at the heart of our everyday lives. From the moment we wake up in the morning to the moment we drift off to sleep, we are constantly in the process of communication (Beck, A. et al. 2002) Communication can be any or all of the following: an action on others; an interaction with others and a reaction to others (McQuail & Windahl 1993)  Advantages of learning communication Studying communication can: 1.Improve the way you see yourself 2.Improve the way others see you 3.Improve your relationships with others 4.Teach you important life skills  Advantages of learning communication cont… 5.Help you feel confident in voicing and advocating your opinions and create space to give voice to others 6.Help you succeed professionally 7.Help you navigate an increasingly diverse world  How do we communicate? Humans communicate by:  thinking of the information they wish to share,  encoding it, and  transferring it by either verbal, nonverbal or written mediums directly to a receiver,  who then decodes the information. FACULTY OF SOCIAL SCIENCES UNIMAS Communication Process FACULTY OF SOCIAL SCIENCES UNIMAS TYPES OF COMMUNICATION Intrapersonal communication Interpersonal communication Mediated interpersonal communication Small Group communication Organizational communication Public communication, etc. 1. INTRAPERSONAL COMMUNICATION An individual “talking” to himself or herself Dreaming? Contemplating? Reflecting? Thinking? 2. INTERPERSONAL COMMUNICATION Involves two or three individuals signaling to each other using their voice, facial, and hand gestures, and other signs (even clothes) that they use to convey meaning. 3. MEDIATED INTERPERSONAL COMMUNICATION Specialized type of interpersonal communication that is assisted by a device, such a computer, cellphone or a telephone. 4. Small group communication  Communication among three or more individuals  The purpose is to achieve shared (interdependent) goals 5. Organizational communication Interactions of individuals in a formal working environment. 6. Public communication One person who speaks to a large number of people Eg. Public speaking events, newspaper editorials, billboard advertisements, etc. CHARACTERISTICS OF COMMUNICATION 1. Dynamic process 2. Symbolic 3. Systematic 4. Involves making inferences 5. Self-reflective 6. Has a consequence 7. Complex  1. DYNAMIC PROCESS Ongoing Transitory/ temporary Brings change  2. SYMBOLIC Humans are symbol-making creatures Humans are able to generate, receive, store, and manipulate symbols symbols we use are discretionary and subjective 3. SYSTEMATIC Setting Location Occasion Time Number of people Cultural setting 4. MAKING INFERENCES No direct mind-to-mind contact between people You make inferences from a single word, from silence, from long speeches, from simple head nods, and from glances in our direction or away from us What we know and feel remain inside of us unless we communicate 5. SELF-REFLECTIVE The idea that human beings think about themselves, and reflect on their past, present We can watch, evaluate, and alter our “performance” as a communicator at the very instant we are engaged in the act 6. HAS A CONSEQUENCE All of our messages affect someone else through respond to the sounds and actions of others The response you make to someone’s messages does not have to be immediate 7. COMPLEX Culture? Gestures? Irony? Summary We cannot do without communicating We communicate in many ways We use different types of communication Understanding the principles of Communication is vital to become a competent communicator The End of LU1 Thank you for listening! FACULTY OF SOCIAL SCIENCES UNIMAS IDENTITY AND PERCEPTION  IDENTITY What is identity? In social psychology, Identity is defined as all the answers to the question “Who am I?” & “Who are you?” Identity is a person’s perception of self within a particular social, geographical, cultural and political context. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 2 How do you describe your identity? Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 3  IDENTITY Identity is socially constructed Socially constructed – a concept that exists not in objective reality. It exist because humans agree it exists. Identity is created, reflected, and maintained through interactions among people Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 4  Characteristics of Identity 1. Multifaceted People have multiple identities Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 5  Characteristics of Identity (cont…) 2. Social and Personal Personal : unique qualities of ourselves “I” statement Social : identities shared with a larger group “We” statement Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 6  Characteristics of Identity (cont…) 3. Salience and Strength Salience: the degree to which an identity is prominent or stand out in a given situation Strength:the degree of importance of a particular identity Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 7  Characteristics of Identity 4. Fluid and stable Social identities take shape according to whom we are talking with and what we are talking about RuPaul Andre Charles (born November 17, 1960), known professionally by the mononym RuPaul, is an American actor, drag queen, television personality, and singer/songwriter. Since 2009, he has produced and hosted the reality competition series RuPaul's Drag 8 Race, Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 for which he received two Primetime Emmy Awards.  Characteristics of Identity 5. Avowed and Ascribed Avowal : the process of telling others what identity(ies) you wish to present or how you see yourself. i.e. your admission/declaration of who you really are. Ascription: the process of assigning in another person what you think his or her identity should be. Ascribed identities are personal, social, or cultural identities that are placed on us by Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 9 others Characteristics of Identity 6. Passing and Outing Pass: to be in group/ hide true identity The act of passing involves a person living their life as another race than their born identity. By passing as a different race, an individual transforms their identity. Out: to express one true identity https://www.youtube.com/watch?v=CeiPajE-rUs Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 10  Characteristics of Identity 7. Performance and Expression Rituals, customs Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 11  Self and Identity Fundamental aspects of the self: Self-concept Self- awareness Self- esteem These dimensions influence and are influenced by the way you communicate Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 12 Identity Vs Personality  https://www.youtube.com/watch?v=FNpFdgRK6ZI Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 13 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 14  SELF AND IDENTITY Self concept The way you see yourself The feelings and thoughts about your strengths and weaknesses, your abilities and limitations, your aspiration and worldview. According to psychology, self-concept is composed of two key parts: personal identity and social identity. Self-concept is, therefore, your understanding of who you are. Your self-concept includes your awareness and beliefs about your personality, character, and values. Self concept can be positive or negative and may help or hinder you by lowering or increasing your levels of self- 15 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 esteem.  How do you feel about yourself? 1= completely False 2= mostly false 3=partly false and partly true 4=mostly true 5=complete true 1. I am satisfied with my weight 2. I am satisfied with my appearance 3. I am satisfied with my height 4. I am satisfied with my moral behavior 5. I am satisfied with the extent to which I am religious 6. I am satisfied with my relationship with a Supreme Being Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 16  How do you feel about yourself? 1= completely False 2= mostly false 3=partly false and partly true 4=mostly true 5=complete true 7. I am satisfied with my family relationships 8. I am satisfied with how well I understand my family 9. I am satisfied with how I treat my parents 10. I am satisfied with how sociable I am 11. I am satisfied with the extent to which I try to please others 12. I am satisfied with the way I treat other people Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 17 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 18 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 19 Guidelines for improving self-concept Make a firm commitment to personal growth Gain and use knowledge to support personal growth You need to understand how your self- concept is formed You need information about yourself Self-disclosure Set goals that are realistic and fair Seek context that support personal change Avoid self-sabotage Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 20 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 21 Self and Identity Self-awareness The extent to which you know yourself Open self Blind self Hidden self Unknown self Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 22 Johari Window Developed by American psychologists Joseph Luft and Harry Ingham Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 23 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 24 Ways to increase self-awareness 1. Ask yourself about yourself 2. Listen to others 3. Actively seek information about yourself 4. See your different selves 5. Increase your open self Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 25 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 26  Self and identity Self-esteem Self-esteem is the self-evaluation of a person about him/her own self. A measure of how valuable you think you are i.e. it is the attitude one holds on one’s own self. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 27  How is your self-esteem? I think that I will be successful only when I achieve all my dreams I think I need to do a lot more to start looking good I feel overwhelmed when I am around smart and successful people I go along with the choices of my friends, as I am unsure if mine are rights I often apologize even though I know I am not wrong I feel dejected when I am not appreciated for something I have done well or I am criticized for an error If TRUE- you do not fully appreciate yourself Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 28 If FALSE – you are likely to have a positive self-esteem How to increase self–esteem 1. Attack self-destruct beliefs 2. Seek out nourishing people 3. Beware the impostor phenomenon 1. Individuals with imposter syndrome describe feelings of fear that others will eventually unmask them as a fraud or a fake. 2. Despite external evidence of their competence, those experiencing this phenomenon do not believe they deserve their success or luck 4. Work on projects that will result in success 5. Remind yourself of your successes 6. Secure affirmation: i. “I am”statement ii. “I can” statement iii. “I will” statement. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 29 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 30 PERCEPTION Perception is the process by which you become aware of objects, events, and especially people Perception is an active process of creating meaning by selecting, organizing, and interpreting people, objects, events, situations, activities Your perceptions result both from what exists in the outside world and from your own experiences, desires, needs and wants, loves and hatreds. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 31 Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 32 Indian Folk tale: Six Blind men and the Elephant https://www.youtube.com/watch?v=rmf_kGaNRMs Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 33 Six Blind men  Six blind men were asked to determine what an elephant looked like by feeling different parts of the elephant's body.  The blind man who feels a leg says the elephant is like a pillar; the one who feels the tail says the elephant is like a rope; the one who feels the trunk says the elephant is like a snake; the one who feels the ear says the elephant is like a hand fan; the one who feels the belly says the elephant is like a wall; and the one who feels the tusk says the elephant is like a spear.  A king explains to them: All of you are right! The reason every one of you is telling it differently is because each one of you touched the different part of the elephant. So, actually the elephant has all the features you mentioned. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 34 Influences on Perception 1. Physiological influences The senses Age Health Fatigue Hunger Biological cycles Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 35  Influences on perception 2. Psychological influences Mood, emotion Self-concept Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 36  Influences on perception 3. Social influences Gender roles Socially instructed/approved ways that men and women should act; violations to these rules is seen as unusual and undesirable. Occupational roles Depends on level of experience and kind of work we do Can change instantly when new people are added to the group Social Location – who we communicate with and where or what occasion. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 37 Common Tendencies in Perception 1. We make snap judgment Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 38 Common Tendencies In Perception (cont..) 2. We Cling to First Impression “halo effect” Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 39 Common Tendencies In Perception (cont..) 3. We judge ourselves more charitable than we do others  When others suffer we often blame it on their personal qualities.  But when we suffer we blame outside forces  Self-serving bias – tendency to judge ourselves in the most generous terms possible. Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 40 Common Tendencies In Perception (cont..) 4. We are influenced by our expectations Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 41 Common Tendencies In Perception (cont..) 5. We are influenced by the obvious We notice some messages & ignore others. Examples? Pay attention to intense stimuli Repetitious stimuli Contrastive stimuli (happy person who acts grumpy, etc) Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 42 Common Tendencies In Perception (Cont..) 6. We assume others are like us Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 43  Summary Identity is important to everyone Everyone has multiple identities With the identities, people understand how to look at themselves Self- concept, self-esteem and self awareness influence and are influenced by the way you communicate Understand oneself will help a person perceives others better When one perceives, always check the common tendencies to avoid misconception Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 44 Thank You See you again in our next meeting! Prof. Spencer, Faculty of Social Sciences and Humanities, UNIMAS 6/1/2025 45 Verbal communication skills A word is not a crystal, transparent and unchanged, it is the skin of a living thought and may vary greatly in color and content according to the circumstances and the time in which it is used. Oliver Wendell Holmes How words work? Words are symbols Words are arbitrary Words are ambiguous Words are abstract Words are denotative and connotative Meanings are in people Words are culture-bound 1. Words are symbols Words are subset of symbols (the alphabets) Just like Emoji, is also a subset of symbol Words are symbols for thoughts, and no matter what language you speak, you use them according to the thoughts you associate with those words  2. Words Are Arbitrary: Bunga The “arbitrary” part means that the relationship between the form (the sounds / words / letters / characters) that we use have no natural/meaningful relationship with their meaning, therefore this relationship (between form and meaning) is said to be arbitrary.  Words Are Ambiguous  Ambiguity is a word, phrase, or statement which contains more than one meaning.  A word is ambiguous if it has more than one meaning.  Ambiguous words or statements lead to vagueness and confusion, and shape the basis for instances of unintentional humor. Words are abstract  Words and messages vary in how abstract or concrete their meaning is – some words are more abstract than others and some are more concrete.  The more specific you get, the more concrete the term becomes.  Example: The term “leisure activities” is very abstract because iti is so general and could include any number of different activities such as “sports”, “hobbies”, or “clubs,” Words are connotative and denotative Meanings are in people Facial expressions of happiness  Words are culture-bound Culture Bound: limited by or  We may share a mutual understanding of words, or valid only within a particular we may fail to understand one another because the culture symbols (words) mean different things to us based on our life experiences or frame of reference.  The power of words Words: "Don't mix bad words with your bad mood. You'll have many opportunities to change a Create perceptions mood, but you'll never get the opportunity to Influence thoughts replace the words you spoke." -Unknown Influence actions Affect and reflect culture Can criticize and praise Can confirm and disconfirm Can make and break relationships  https://www.youtube.com/watch?v=VDFvEOadbCA How to manage misunderstanding Be aware of missed meaning Be clear Be specific Be aware of changes in meaning Be aware of polarizing either-or extremes Be unbiased (neutral) How to use words of support Describe your feelings, rather than evaluate behavior Solve problems rather than control Be genuine rather than manipulative https://prezi.com/nrmuvak65vkz/be-genuine-rather-than-manipulative/ Empathize rather than remain detached Be flexible rather than rigid Present yourself as equal rather than superior How to apologize Offer an apology Explicit admission of an error, along with a request for forgiveness Be honest and sincere to admit that your were wrong ASSERTIVENESS Assertiveness is the ability to communicate your needs, feelings, opinions, and beliefs in an open and honest manner without violating the rights of others How to communicate assertively? https://www.youtube.com/watch?v=hAxCpAnV3-E How to be Assertive State Your Viewpoint Without Being Hesitant Or Apologetic. Be Honest When Giving Or Receiving Feedback. Learn To Say “No” To Unreasonable Expectations. Paraphrase What Others Have Stated To You.  How to be Assertive (cont…) Recognise And Respect The Rights Of Those Around You. Use Appropriate Tone Of Voice. Be Aware Of Body Posture/Language Maintain Eye Contact. Use “I” Statements To Express Self Don’t Let Others Impose Their Values/Ideas On You Encourage Others To Be Clear And Direct Take Ownership  How assertive are your messages? 5=always/almost always true; 4= usually true, 3= sometimes true, sometimes false; 2= usually false; 1= always/almost always false I would express my opinion in a group even if my view contradicted the opinions of others When asked to do something that I really don’t want to do, I can say no without feeling guilty I can express my opinion to my superiors on the job I can start up a conversation with a stranger on a bus or at a business gathering without fear I voice objection to people’s behavior if I feel it fringes on my rights Using Better Words https://www.youtube.com/watch?v=cegkZKh-dkA summary Words are powerful We use words for many purposes Understanding the verbal communication skills is vital "Words are free. It's how you use them that may cost you." - KushandWizdom https://www.youtube.com/watch?v=X-cfSrlomlM See You All again in 1 Week Nonverbal communication skills What is Non-Verbal Communication? Nonverbal communication is the process of using messages other than words to create meaning with others It includes not only gestures and body language, but also how we utter words Why is non-verbal communication important?  Nonverbal communication, or body language, is a vital form of communication — a natural, unconscious language that broadcasts our true feelings and intentions in any given moment, and clues us in to the feelings and intentions of those around us. The importance of nonverbal communication Nonverbal messages are the primary way we communicate our feelings and attitudes Nonverbal messages are usually more believable than verbal messages Nonverbal messages work with verbal messages to create meaning Nonverbal messages help people respond and adapt to others Nonverbal messages play major role in interpersonal communication Principles of Nonverbal Communication 1. Nonverbal messages interact with verbal messages Accent Complement Contradict Control Repeat Substitute Principles of Nonverbal Communication 2. Nonverbal messages help manage impressions To be liked To be believed To excuse failure To get help To hide faults To be followed To confirm and communicate self-image Principles of Nonverbal Communication 3. Nonverbalmessages help form relationships 4. Nonverbal messages structure conversation 5. Nonverbal messages influence and deceive 6. Nonverbal messages express emotions Understanding Nonverbal Communication Codes 1. Body movement and posture (KINESICS) Emblems Illustrators Adaptors Regulators Affect displays  https://personalitynft.com/psychology/ body-language/hand-gestures/ Understanding nonverbal communication codes 2. Eye contact Nope! We are not talking about staring at people. But when you make eye contact while talking to someone, it makes you look more confident and interested in the conversation. People who don’t make eye contact look timid, shady, and uncomfortable either with the conversation or the entire environment. Keep a subtle gaze and be comfortable with holding eye contact while talking. Functions of eye contact: Cognitive function Monitoring function Regulatory function Expressive function https://www.youtube.com/watch?v=txUUTQ1_-l8 3. Facial expression  Facial expressions are probably the easiest form of nonverbal communication to interpret  Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown  While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger and fear and surprise are similar throughout the world. Understanding nonverbal communication codes 4. Vocal cues/Tones Our vocal cues communicate emotions Video: bridesmaid moviehttps://www.youtube.com/watch?v =FNppLrmdyug Vocal cues help us manage conversation Our use of silence speaks volumes Understanding nonverbal communication codes 5. Proxemics (Space) Personal space or proxemics, a form of non- verbal communication, is the space surrounding each person. Zones: Intimate space (0-2 ft) Personal space (2-4 ft) Social space (4-12 ft) Public space (more than 12 ft) Understanding nonverbal communication codes 6. Territory Territoriality is a term associated with nonverbal communication that refers to how people use space (territory) to communicate ownership or occupancy of areas and possessions. Territorial markers  Understanding nonverbal communication codes 7.Touch (Haptics) Touch shows concern, caring, affection and understanding We use touch for specific circumstances: When we ask someone to do something for us When we share rather than ask for information When we try to persuade someone to do something Understanding nonverbal communication codes Touch We use touch for specific circumstances:  When we are talking about intimate topics  When we are in social settings that we choose rather than in professional settings that are part of our job  When we are thrilled and excited to share good news  When we listen to a troubled friend Understanding nonverbal communication codes 8. Appearance Appearance. Our choice of clothing, hairstyle, and other appearance factors are also considered a means of nonverbal communication Personal Appearance  According to R.A. Hinde “Before any formal introduction is made, we are programmed to prejudge our counterparts strictly by their initial appearance: a practice committed by almost every person on the planet”  Our choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal communication.  Appearance can also alter physiological reactions, judgements and interpretations Understanding nonverbal communication codes 9. Temporal Communication – Chronemics Psychological time emphasis or orientation on time Past Present Future Understanding nonverbal communication codes Formal time divisions include minutes, hours, days, and weeks, months, and years Arbitrary Vary culturally Informal time divisions are ambiguous and include “forever,” “early,” and “soon” Include cultural attitudes about time Understanding nonverbal communication codes Temporal Communication (cont.) Monochronic cultures schedule one thing at a time Compartmentalize working, socializing, family Relies on schedules Polychronic cultures schedule many things at a time Working, socializing, family activities overlap Relaxed about schedules Watch this Video  https://hearmeoutcc.com/the-power-of-non-verbal-communication-how- deaf-people-depends-on-it/  How to improve your skill in interpreting nonverbal messages Look for dimensions of meaning in nonverbal messages Observe immediacy cues that communicate liking Observe arousal cues that communicate responsiveness Observe dominance cues that communicate power  How to improve your skill in interpreting nonverbal messages Use effective strategies for interpreting nonverbal messages Consider nonverbal cues in context Look for clusters of nonverbal cues Consider past experiences when interpreting nonverbal cues Compare what you expect to see with what you actually observe Be aware of your skill in interpreting nonverbal messages Check your perceptions with others Be aware that the nonverbal expression or emotion is contagious Look for cues that may communicate lying  How to improve your skill in interpreting nonverbal messages Be aware of limitations when interpreting nonverbal messages Nonverbal messages are often ambiguous Nonverbal messages are continuous Nonverbal cues are multi-channeled Nonverbal interpretations is culture -based  How to improve your skill in expressing nonverbal messages Be mindful of your nonverbal behavior Observe others’ reactions to your nonverbal behavior Ask others about your nonverbal behavior Practice your nonverbal behavior Video on Non-verbal Communication  https://www.youtube.com/watch?v=u0GUoxqQBqg  https://www.youtube.com/watch?v=HRl0dvPRkSI&t=282s  Summary Nonverbal communication is communication without words There are 6 principles of nonverbal communication There are 9 categories of nonverbal communication The skills to improve nonverbal communication include interpreting and expressing nonverbal messages Recap  https://www.youtube.com/watch?v=poJgO0FseRw  The End https://www.youtube.com/watch?v=F6qmavNOyWE Thank you MINDFUL LISTENING Why learn about listening? Because we spend so much time listening it is important that we learn to listen well. Effective listening tends to be the least taught and least understood communication skill. Listening skills are assumed to develop naturally and, therefore, little attention is given to training individuals to listen effectively. Defining listening A first step toward understanding listening is to realize that listening, like other aspects of communication, is a process. Listening as a process includes much more than just hearing sounds and understanding language. Importance of Listening The primary reason for listening is to acquire oral messages from others. These message are vital to the way we function in our everyday lives. Listening is….. a process Listening – is a physical and psychological process that involves acquiring, assigning meaning, and responding to symbolic messages from others. Listening Hearing is a physiological activity that involves sound waves hitting our ear drums Listening is an active, complex process  Listening behaviors How frequently do you find yourself engaging in each of the following listening behaviors? 5= frequently, 4= often, 3= sometimes, 2= rarely, 1= never 1. I listen differently depending on whether I am listening for enjoyment, understanding or evaluation 2. I stop listening when what the person is saying isn’t interesting to me 3. I consciously try to recognize the speaker’s purpose 4. I pretend to listen to people when I am really thinking about other things  Listening behaviors 5. When people talk, I differentiate between their main points and supporting details 6. When the person’s manner of speaking annoys me, I stop listening carefully 7. At various places in a conversation, I paraphrase what the speaker said in order to check my understanding 8. When I receive the subject matter as difficult, I stop listening carefully 9.When the person is presenting detailed information, I take good notes of major points and supporting details 10. When people use words I find offensive, I stop listening and start preparing responses Mindful Listening Mindfulness Focus attention on present moment; alertness, care, vigilance, carefulness. Active Listening Analysing the listening process: The invisible, complex phenomenon we know as listening is more than merely hearing sounds or understanding. Listening is a process that involves making sense of verbal and non-verbal messages. As a process, listening involves 5 active steps that build upon one another, acquiring, attending, understanding, responding to messages from others. The 5-steps process of Listening 1. Receiving Receiving is the intentional focus on hearing a speaker’s message, which happens when we filter out other sources so that we can isolate the message and avoid the confusing mixture of incoming stimuli. At this stage, we are still only hearing the message. 2. Understanding Interpreting communication To understand what someone says, you must first decode it. Decoding is defined as a listener’s assigning meaning to a sender’s words and nonverbal cues. Decoding involves listening carefully to a speaker’s words to try to understand the meaning the speaker intends to convey. Next, you interpret or filter the message based on your own experiences. Cont… Decoding is essential to effective listening because without it you cannot understand the language of the speaker. Factors such as knowledge, culture and language skills affect your ability to decode messages. It can be extremely difficult to understand a concept if you don’t know the meaning of the terms used to describe it. The receiver also has to interpret the meanings or feelings the speaker is expressing. Interpreting – is a process in which you personalize the sender’s message to determine meaning for you. It relates to the process of perception, or self- talk, in which you tell yourself what the speaker is saying. Your knowledge (or lack of it), attitudes, values and needs, culture, language, beliefs, biases, prejudices, expectations, and self-concept all are important elements that influence your personal interpretation of a sender’s message. You can be reasonably sure that it is unlikely that any two people will interpret a particular message in exactly the same way. Words symbols used by speakers are inexact (not precise) and depend on the context in which they are given. 3. Remembering The remembering stage of listening is when a listener either places information into long-term memory or forgets the information presented. Three types of memory: Immediate memory – Recalling information for a brief period of time. Short term – Recalling information for carrying out a routine of daily task. Long term – Recalling information from past experience. 4. Evaluating Stage The evaluating stage of listening occurs when a listener judges the content of the message or the character of the speaker. 5. Responding Stage After arriving at you own understanding about communication, you can respond to it. Responding – is the listener’s internal emotional and intellectual reaction to a message. The verbal and nonverbal feedback is the listener’s external response to the message. You first respond emotionally to the message. You then determine how you feel about the message. You evaluate and analyze your response to the message. You encode choices about what to say or do in response to your understanding of the message and your reaction to it. Benefits of Effective Listening Enhances productivity Improves relations Avoids conflict Improves understanding Improves negotiation skills Helps you stand out People will appreciate it Obstacles to Mindful Listening External obstacles – Message overload – Message complexity – Noise Obstacles to Mindful Listening Continued Internal obstacles – Preoccupation – Prejudgment (predisposition, preconception) – Reacting to emotionally loaded language – Lack of effort – Failure to adapt listening styles Forms of Non-listening:  Pseudo-listening – Pretend to listen but is not listening to understand information.  Monopolizing – When one continues to focus the conversation on themselves instead of listening to other person(s).  Selective listening – Choosing to listen to what is relevant or of interest to him/her and ignore what isn’t. Forms of Non-listening…cont.  Defensive listening Taking innocent comments as personal attack Forms of non-listening (cont…) Ambushing Careful and attentive listening so as to collect information that can be used against the other person as an attack Example: During a business meeting an employee listen and are quick to point out mistakes in their peer’s work to show off to their knowledge in front of bosses. Adapting Listening to Communication Goals  Literal listening just listen for content without understanding how others feel. a message has both content (words) and feelings. Listening for pleasure, eg. music Listening for information – Be mindful – Control obstacles – Ask questions – Use aids to recall – Organize information Adapting Listening to Communication Goals (Continued) Listening to support others – Be mindful – Be careful of expressing judgment – Understand the other person’s perspective Paraphrase Use minimal encouragers Ask questions – Express support What is the problem? We spend more time listening than any other activity except breathing, yet we listen at only a fraction of our potential. Because we believe ourselves to be good listeners we seldom make an effort to improve. Guidelines for Effective Listening Be a mindful listener Adapt listening appropriately Listen actively Find interest in the other person. Read between the lines, a message has both content (words) and feelings. Take notes, if necessary. We think faster than we talk. Characteristics of Listening L = Look interested I = Improve yourself by Responding S = Stay Focus T = Test your understanding E = Evaluate the message N = Neutralize your feelings Samples of Movie Clips on Listening https://www.youtube.com/watch?v=mCx0UHN k6aM https://www.youtube.com/watch?v=3_dAkDsB Qyk https://www.youtube.com/watch?v=-V- p_j2M6sQ Misconceptions about listening: As important as listening skills may be, they still tend to be unappreciated and misunderstood. Misconception 1: Listening and hearing are the same thing. Fact: Hearing is the physical first step in the listening process and does not imply understanding. Misconception 2: Listening is easy and automatic. Fact: Listening is a complex process that requires energy, effort and skills. Misconception 3: Listening develops naturally. Fact: Listening consists of learned skills and behaviors that can be learned, relearned, improved and refined. Misconception 4: Anyone can listen well if he or she really tries. Fact: You can exert effort in the listening process, but if you don’t have the needed skills, you may not be able to listen effectively. Misconception 5: The speaker is primarily responsible for the message and for the success of the interaction. Fact: In effective communication, the speaker and the listener share responsibility. For communication to be successful, listeners may have to compensate for a sender’s lack of ability in transmitting messages. Misconception 6: If that’s what I heard, then that’s what you said. Fact: Listeners cannot assume they have understood messages correctly and should use perception checks to clarify messages. Misconception 7: Attitude and listening are unrelated. Fact: Attitude is a very important factor in listening and retaining information. Misconception 8: People remember most of what they hear. Fact: Listening and memory are related, but failure to remember may or may not indicate faulty listening. Summary Listening is an important component of effective communication Listening is a skill we can learn Listening well (mindful) is both part of receiving and giving feedback Mindful listening makes all the difference  Stop - we stop thinking what we are going to say, just listen.  Notice – notice our thoughts and feelings, not just words or content.  Suspend – we suspend our judgement briefly. Listen carefully first before we judge. Tips for Good Listening https://www.youtube.com/watch?v=7wUCyjiy Xdg 4 1 THE END  Foundations of Interpersonal Communication 11/12/2024 1 Interpersonal Relationship defined Interpersonal relationships refer to the connections and interactions between two or more people. Range from casual acquaintances to deep, long term bonds such as friendships, family ties or romantic relationships, family ties, or romantic relationships. 11/12/2024 3 Advantages of interpersonal relationships Lessen loneliness Gain self-knowledge and self-esteem Enhance physical and emotional health Maximize pleasures and minimize pains Secure stimulation (intellectual, physical, emotional) 11/12/2024 4  Disadvantages of interpersonal relationships  Put in uncomfortable pressure and expose to vulnerabilities  Increases obligations  Prevent from developing other relationships/abandon other relationships  Scare of possibilities  Hurt your feelings 11/12/2024 5 Relationship Stages  Relationships are created and constructed by individuals  A single relationship actually contains multiple relationships  Relationships occur in stages developing toward intimacy and dissolution 11/12/2024 6  Six-Stages Model of Relationship 1. Contact (Perceptual/Interactional) 2. Involvement (Testing/Intensifying) 3. Intimacy (Interpersonal Commitment/Social Bonding) 4. Deterioration (Intrapersonal Repair/Interpersonal Repair) 5. Repair (Intrapersonal Dissatisfaction/Interpersonal Dissatisfaction) 6. Dissolution (Interpersonal Separation/Social Or Public Separation) 11/12/2024 7 Six-stage Model (of relationship) STAGE ONE: CONTACT – first impressions Perceptual  You see what the person looks like, smells like, and sounds like.  You get a physical picture: gender/age/height/etc Interactional  The relationship stage in which the interaction is superficial and impersonal. e.g. "Hello my name is Joe".  Exchange basic information. Maybe nonverbal (smiling) 11/12/2024 8  STAGE TWO: INVOLVEMENT – This is the relationship stage in which a sense of mutuality, of being connected, develops. Your ability to empathize with each other increases. Experimenting and testing  You experiment and try to learn more about the other persons. Preliminary testing. Increase time together  Intensify interaction.  Get to know each other and reveal more about yourself.  Share your feelings/emotions. 11/12/2024 9  STAGE THREE: INTIMACY  The relationship stage in which you feel you can be honest and open when talking about yourself (Talk about relationship)  Commit to establishing a relationship  You can express thoughts and feelings that you don't usually reveal.  Communication becomes more personalized/synchronized and easier. - e.g. Share social networks  Interpersonal commitment  Social bonding  the two become a unit/ an identifiable pair 11/12/2024 10  STAGE FOUR: RELATIONSHIP DETERIORATION – weakening of bonds The first phase of deterioration involves feeling that the relationship may not be as important as you had previously thought.  Intrapersonal dissatisfaction  May experience personal dissatisfaction with everyday interactions  Interpersonal deterioration  Communication patterns change drastically.  May increase withdrawal, communicate less, and text infrequently.  Each person reduces his or her level of self-disclosure. 11/12/2024 11  STAGE FIVE: REPAIR  Intrapersonal repair  Pause during deterioration to try to repair the relationship  Analyze what went wrong and try to find solutions  Interpersonal repair - discuss with the partner  about the problems,  changes you want to see, and  what you're willing to do. 11/12/2024 12 STAGE SIX: DISSOLUTION 1. Breaking bonds; see selves as individuals rather than two halves of a pair o Interpersonal separation o Social or public separation 11/12/2024 13  2. Movement in the stages  Exit arrows  Vertical arrows  Self-reflexive arrows 11/12/2024 14 3. Turning points  Significant events  Positive or negative  Vary culturally 4. Relationship license  Permission to break a rule  Reciprocal or non-reciprocal  Usually implied 11/12/2024 15 Types of Interpersonal Relationships 11/12/2024 16 1. Friendship Relationship  Friendship is an interpersonal relationship between two independent persons that is mutually productive and characterized by mutual positive regard.  Friendship is a term used to indicate co-operative and supportive behaviour between two or more people.  In this sense, the term points to a relationship which involves mutual knowledge, esteem, and affection and respect along with a degree of rendering service to friends in times of need or crisis. 11/12/2024 17  FRIENDSHIP TYPES  Reciprocity – equal  Receptivity – imbalance between giver and receiver but still satisfactory (student/teacher)  Association – transitory (classmates, neighbors) FRIENDSHIP NEEDS  Utility - where people are on friendly terms mainly due to the benefits each brings)  Affirmation – friends recognize positive attributes of each other.  Ego support - involves bringing out the best in each other in a supportive relationship.  Stimulation - occurs when the friendship introduces a person to new ideas and experiences.  Support and Security – during good and bad times 11/12/2024 18  FRIENDSHIP AND COMMUNICATION  Three stages of friendship  Contact – hesitant  Involvement – dyadic consciousness  Close and intimate friendship – exclusive unit; make sacrifices Note on Dyadic consciousness: As relationships develop, a dyadic consciousness emerges; they will begin to see or notice they work as a pair, a team or a couple. It is almost as if a third party enters the picture. As the relationship becomes more involved, this third party takes on greater importance. Often individuals sacrifice their own desires or needs for the well- being of “the relationship.” 11/12/2024 19 11/12/2024 20 2. Love Relationships Love is a feeling characterized by closeness, caring, intimacy, passion, and commitment Love is an interpersonal relationship developed, maintained, and sometimes destroyed by communication Communication skills can enhance a love relationship 11/12/2024 21  Six Love Types (from Ancient Greeks) Eros – a passionate physical and emotional love based on asthetic enjoyment; stereotypes of romantic love. Ludus – entertainment and excitement (may have multiple partners at once) Storge – an affectionate love that slowly develops from friendship, based on similarity. Pragma – practical and traditional (enduring love, for practical purposes, eg. having children, living together for whole life, etc) Mania – obsessive love towards a partner; very possessive and often jealous lovers Agape – compassionate and selfless (Self- sacrificing, all-encompassing love; often spiritual or religious people; view their partners as blessings); brotherly love, affection, good will, love, benevolence 11/12/2024 22  Love and communication  Personal idioms (symbols or codes within the language of close relationships that have a special meaning known only to those members)  Increased self-disclosure  Self-disclosure means making the self known to others, letting others know what you think, feel, and want.  Self-disclosure can create a trusting environment that is conducive to promoting long-term relationships. 11/12/2024 23 Some Guidelines for Self-disclosure ∞ Discuss situations as they happen. ∞ Choose the appropriate time and place. ∞ Choose the appropriate level of disclosure. ∞ Share your current feelings to create an emotional connection with others and invite understanding. 11/12/2024 24  COUPLE TYPES  Traditional – sacrifice independence for relationship  “we tell each other how much we love and care about each other”  Independent – stress individuality  “in marriage, there should be no constraints or restrictions on individual freedom”  Separate – a relationship of convenience, not love  “If I can avoid arguing about some problems, they will disappear” 11/12/2024 25 Break for 5 mins 11/12/2024 26 11/12/2024 27 Family Relationships Family includes the children, relatives, and assorted significant others surrounding a primary relationship A primary relationship denotes the two relationships between the two principal parties Communication patterns of nuclear families apply to all forms of families 11/12/2024 28 Characteristics of families  Defined roles  Recognition of responsibilities  Shared history and future  Shared living space 11/12/2024 29  Family types Based on: A. Conformity orientation – the degree to which family members agree on attitudes, values, and beliefs 1. High conformity – harmonious; children agree with parents 2. Low conformity – greater conflict; children permitted to disagree with parents B. Conversation orientation – the degree to which family members can speak their minds 1. High conversation – discusses issues and opinions 2. Low conversation – little discussion 11/12/2024 30  Four Family Types 1. Consensual – high conversation, high conformity; open communication and disagreement 2. Protective – high conformity, low conversation; stress agreement, avoid conflict 3. Pluralistic – low conformity, high conversation; encourages different attitudes, open communication 4. Laissez-faire – low conformity, low conversation; avoid interaction and confrontation, value privacy 11/12/2024 31  Family and Communication  Equality pattern o Equal share in a communication transaction o Equal power o Equitable relationship  Balanced split pattern  Equal relationship but each is dominant in a specific domain.  Eg. One may be good in finance; the other could be good in design, etc. 11/12/2024 32  Family and communication (cont.)  Unbalanced split pattern  One person is more regularly in control of the relationship  More powerful – looks, expertise, money  Monopoly pattern  One person is the authority and controls the other  Lectures instead of communicates 11/12/2024 33 11/12/2024 34  Workplace Relationships Types of workplace communication  Lateral / Horizontal communication – between equals  Upward communication – lower to upper levels in the hierarchy  Downward communication – higher to lower levels  Grapevine messages – don’t follow formal lines; not yet public, more interpersonal messages 11/12/2024 35 Workplace Relationships Networking relationships  Informal – everyday interactions  Formal – systematic and strategic Mentoring relationships  Crucial for rising in a hierarchy and developing skills  Can be online too 11/12/2024 36 Romantic relationships at workplace  Advantages  Easy place to meet a romantic partner  Can lead to greater work satisfaction  Disadvantages  Can cause negative gossip  Can cause problems for managers  Can cause problems for one- sided romances or after a breakup 11/12/2024 37 11/12/2024 38  Interpersonal Conflict ® Definition of interpersonal conflict ® Occurs when people are interdependent ® Mutually aware of incompatible goals ® See each other as interfering with achieving goals ® Interpersonal conflict issues ® Intimacy ® Power ® Personal flaws ® Personal distance ® Social 11/12/2024 39 ® Distrust  Principles of Interpersonal Conflict  Conflict is inevitable  Conflict can have negative and positive effects - Negative effects  Leads to bad feelings  You close yourself off  Increases costs - Positive effects ∞ Resolves problems ∞ Improves relationships ∞ Demonstrates commitment to the relationship ∞ Video: constructive conflict 11/12/2024 40 Conflict Can Focus On Content and / or Relationship Issues  Relationship conflicts – equity and power  Relationship conflicts hide as content conflicts  Content conflict is where individuals disagree about how to deal with a certain issue or task.  Relational conflict is where individuals disagree about one another. It stems from interpersonal incompatibility. Conflict Styles Have Consequences  Competing – I win, you lose  Avoiding – I lose, you lose  Accommodating – I lose, you win  Collaborating – I win, you win  Compromising – I win and lose; you win and lose 11/12/2024 41  Conflict Management Strategies  Factors that influence your choice of strategy  Goals  Emotional state  Cognitive assessment of what’s fair and who caused the conflict  Personality and communication competence  Family history 11/12/2024 42 Conflict management strategies 1. Win-lose And Win-win Strategies 11/12/2024 43 2. Force and Talk Strategies ∞ Force ∞ Physically force your position on the other ∞ Emotionally force your position on the other ∞ Talk strategies ∞ Act in the role of listener ∞ Express support and empathy ∞ State thoughts and feelings 11/12/2024 44 3. Face-attacking and face-enhancing strategies: Politeness in conflict Face-attacking – criticizing someone or making demands Face-enhancing – support or confirm someone Destructive behaviours Belt lining - An unproductive interpersonal conflict strategy in which one person hits at a psychological or emotional level at which the other person cannot withstand the blow. i.e. unfair remarks or unfair play. Blaming – Putting blame on other people isn’t going to solve the problem 11/12/2024 45 4. Verbal Aggressiveness And Argumentativeness Strategies Aggressiveness  Unproductive  Trying to win at the other’s expense  Disconfirming – denying or refuting Argumentativeness  Should be cultivated  Argue your point of view 11/12/2024 46  Summary Advantages and disadvantages of relationships The relationship stages Types of Interpersonal Relationships  Friendships  Love relationships  Family relationships  Work relationships Interpersonal conflicts 11/12/2024 47  The end Thank you 11/12/2024 48 GROUP COMMUNICATION  Defining Group Communication The interaction of three or more interdependent members working to achieve a common goal Components of Group Communication  Purpose of Group Communication To share and exchange information and ideas To collect information or feedback on any project/policy/scheme To arrive at a decision on important matters  Purpose of Group Communication To solve a problem which is of concern to the organization as a whole To discuss issues related to a particular topic in relation to the group itself or for the benefit of a larger audience To elaborate upon any work undertaken or research done in order to elicit feedback  Interaction in Group Communication Group members use verbal and nonverbal messages to generate meanings and establish relationships Group communication requires interaction  Communication Process: Basic Elements Members Messages Channels Feedback Context Noise Group Communication Process ©2010, 2007, 2003 Pearson Education, Inc.  Group Roles A role is a pattern of behavior expected of a group member. Formal or designated roles — positions or titles given to a person by the group or larger organization. Informal or emergent roles — a person in the group begins to assume behaviors expected of the group without being given a specific title.  Three types of roles: – 1. Task roles – 2. Maintenance roles – 3. Disruptive or individual agenda roles  Examples of Task Roles Leader – helps the group define and achieve goals. Initiator – contributor: Offers ideas and suggestions. Opinion seeker — requests info Information giver – gives information Secretary – recorder Devil’s advocate – prevents “group think”  Examples of Maintenance Roles Supporter – encourager — provides emotional warmth, praise and acceptance Harmonizer – tension reliever — promotes group peace, uses humor, reconciles conflict Gatekeeper — controls channels of communication and flow of information using openness and supportiveness Feeling expresser — monitors feelings and moods of the group and gives feedback.  Examples of Disruptive Roles Stage hog — recognition seeker Isolate – withdraws from the group Clown (Playboy/playgirl) — horseplay, practical jokes, comic routines that goes beyond tension reliever Blocker – opposes everything new Fighter — starts arguments, bullying Cynic — displays sour outlook, destroys morale Advantages of Working in Groups Group Performance Member Satisfaction Learning Cultural Understanding Creativity Civic Engagement  Disadvantages of Working in Groups Time, Energy, and Resources Conflict People Problems  How to Succeed in Groups Communicate effectively with culturally-diverse members Use language effectively Convey a professional image Resolve group conflict Demonstrate leadership  Balance and Group Dialectics Group Dialectics The competing and contradictory components of group work Balancing Group Dialectics The challenge of taking a both/and rather than an either/or approach to resolving dialectic tensions in groups  Balancing Group Dialectics Individual Goals ↔ Group Goals – Personal goals are compatible with group goals. Conflict ↔ Cohesion –Cohesive groups are committed, unified, and willing to engage in conflict. Conforming ↔ Nonconforming –Members value group norms, but are willing to change.  Balancing Group Dialectics Task Dimensions ↔ Social Dimensions –Members want to get the job done and also value their social relationships. Homogenous ↔ Heterogeneous –Members value member similarities and differences. Leadership ↔ Followership –Effective leadership requires loyal and competent followers.  Balancing Group Dialectics Structure ↔ Spontaneity –Members recognize the need for structured procedures and the value of creative thinking. Engaged ↔ Disengaged –Members expend energy and work hard, but also need rest and renewal. Open System ↔ Closed System –Members welcome input and interchange, but also protect the group and its work.  Summary Group communication requires interaction Each group member is affected and influence by action of the other members Group members work together to achieve a common goal Understanding the purposes, roles and advantages of working in group may lead to successful group work. THANK YOU ORGANIZATIONAL COMMUNICATION  What are we talking about? Communication that takes place within the context of an organization Organizational Communication is: The ways in which groups of people maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals What is Structuration? The process of forming and maintaining structures through verbal and nonverbal communication, which establishes norms and rules governing members’ behaviors Why Should You Learn About Organizational Communication? So you can ask informed questions about everyday business practices To develop communication skills that improve your ability to succeed in the workplace To improve the quality of your work life Types of Organizations 1. Economic Orientation – products/services 2. Political Orientation – generate and distribute power and control 3. Integration Orientation – mediate and resolve discord 4. Pattern Maintenance Orientation – promote cultural and educational regularity Central Features of Organizations 1. Types of Organizational structures 2. Communication Networks 3. Organizational Assimilation 1. Types of Organizational Structures A. Traditional Bureaucratic Structures ◦ Division of labor – how work is divided ◦ Chain of command – lines of authority ◦ Downward communication – superiors initiate messages to subordinates B. Participatory Structures ◦Value individuals’ goals needs and feelings while pursuing organizational objectives ◦Encourage participation of members ◦Examples: ◦ Quality circles ◦ Autonomous work groups ◦ Alternative work groups / Workplace Alternative workforce /work groups 1. https://www.ceridian.com/blog/leverage-the-alternative-workforce- for-future-of-work 2. https://thebossmagazine.com/alternative-workforce/ 2. Communication Networks 1. Formal communication networks – follow prescribed channels of communication 2. Informal communication networks – emerges from the natural social interaction among organization members. ◦ It arises to meet the needs that are not satisfied by formal process. ◦ In fact this is the network formed by the workers without the knowledge of management. ◦ It is also called grapevine communication. Communication Networks/Channels Formal Communication Flow Informal Communication Channels  3. Organizational Assimilation Assimilation is the process by Planned and unintentional which an individual becomes efforts by the organization integrated into the culture of an to “socialize” employees organization (Jablin, 2001) Two Inter-related processes: Attempts or organizational members to “individualise” or change roles and work environment to better fit their values, attitudes, and needs Assimilation into organizational culture  Sources of Information Formal sources Formal sources of information can come from within or outside the organisation and include: Internal ◦ Computer systems (human resource, accounting, clients, inventory, purchasing), Staff records, Accounting records, Annual reports, Long range planning records, Company reports ◦ Business documents (letters, minutes of meetings) External ◦ Professional journals, Books, Surveys, Industry or government reports Informal sources Information from informal sources can include conversations with colleagues at lunch or from friends or other associates external to your company. Communication Competence in the Workplace BEHAVIORAL CHARACTERISTICS OF COMPETENT COMMUNICATORS Immediacy – psychological closeness Supportiveness – empathy, sense of personal control Strategic ambiguity – purposeful use of symbols to allow multiple interpretations; a management approach. Interaction management – patterns of interaction to move among topics. It is based on people’s abilities to start a conversation, to develop the topic, to terminate a conversation with references to the interest of the persons. Conflict Management Skills ◦Avoidance – deny the existence of conflict ◦Competition – conflict is seen as a battle with a winner and a loser ◦Compromise – willingness to negotiate and lose some of your position if the other party is willing to do the same ◦Accommodation – set aside your views in favor of the other’s ◦Collaboration – thoughtful negotiation and reasoned compromise Watch video - Conflict management https://www.youtube.com/watch?v=rXiMG T-Ie0M The Dark Side of Workplace Communication Aggressive Communication ◦ Verbal aggressiveness ◦ Workplace aggression ◦ Workplace violence There are four primary reasons or causes suggested by Infante, Trebing, Shepard, and Seeds (1984), which are: Frustration—in which a goal is blocked by someone or having to deal with an individual deemed "unworthy" of one's time Social learning—in which the aggressive behavior has been learned from observing other individuals Psychopathology—in which an individual attacks other persons because of unresolved issues Argumentative skill deficiency—in which an individual lacks verbal skills to deal with an issue, and therefore resorts to verbal aggressiveness Sexual Harassment in the Workplace Sexual Harassment ◦ Unwelcome, unsolicited, repeated behavior of a sexual nature ◦ Quid-pro-quo – this for that ◦ Hostile work environment – workplace conditions that are sexually offensive, intimidating, or hostile ◦ Video: https://www.youtube.com/watch?v=KJXGCRD7RTs Summary oOrganizational Communication - the ways in which groups of people maintain structure and order through their symbolic interactions oImportance of organizational communication oTypes and Central features of organization oTypes of organization structures: bureaucratic , participatory oCommunication networks in organization: Formal and Informal oOrganizational Assimilation and Organization Culture oCompetence communication in the workplace oThe Dark Side of Workplace Communication: Aggressiveness and sexual harassment Conflict Management LU9 Introduction  Conflict in the workplace is an inevitable part of organizational life  Diverse values, goals, and personalities intersect  Effective conflict management is essential in professional environments as it directly impacts productivity, workplace harmony, and organizational success.  If not effectively managed, it can lead to reduced productivity, decreased collaboration, and low morale.  But when managed appropriately, conflict management can:  enhance problem solving capabilities,  encourage healthy interpersonal relationships, and  contribute to organizational innovation. Classes of Conflicts  Conflict arises when there are perceived or actual differences between individuals or groups – often characterized by frustration, disagreement, or opposition.  Organisational Conflict can be classified into two types: 1. Functional (Constructive), and 2. Dysfunctional (Destructive)  Functional/ Constructive conflict supports the goals of the organization and improves its performance by fostering constructive dialogue and critical thinking.  On the other hand, Dysfunctional/Destructive conflict hinders organisational performance and can be destructive if not properly managed. Conflict Myths  Conflict in organisation is often viewed negatively, associated with dysfunction and inefficiency. However, conflict is an inevitable aspect of organisational life and, when managed effectively, can lead to innovation, enhanced problem-solving, and improved team dynamics.  Several myths surrounding the concept of conflict in organisation, often leading to mismanagement and missed opportunities.  Some of the myths are presented in the next slides. Conflict Myths Myth 1: Conflict is Always Destructive Analysis: Destructive conflict may lead to stress and reduced productivity. However constructive conflict can stimulate critical thinking, foster creativity, and promote deeper understanding of issues. Myth 2: Conflict should be Avoided at All Costs Analysis: Avoiding conflict is often seen as a strategy to maintain harmony within the team. However, avoidance can lead to unresolved issues, only to emerge later, often with more harmful forms. Conflict Myth  Myth 3: Conflict is a Result of Personal Differences  Analysis:  While personal differences can indeed trigger conflict, organizational conflict often stems from structural or systemic issues such as unclear roles, mismatched goals or inadequate communication channels.  By attributing conflict solely to personal differences, organisations may overlook these underlying issues that, if addressed, could prevent future conflicts.  Myth 4: Conflict can Be Resolved by Authority  Analysis:  Resolving conflict by simply exerting authority does not necessarily address the root of the issue.  This approach can suppress dissent and lead to culture of compliance rather than engagement, reducing the organisation’s ability to learn and adapt. Conflict management  Conflict management refers to the ability to identify and handle conflicts sensibly, fairly, and efficiently.  According to Katz and Khan (1978), conflict in organisations is a result of different individual expectations and competing objectives.  The management of conflict, therefore, involves understanding these differences and resolving them through various strategies that promote a positive outcome for all parties involved. Understanding the Types of conflict 1. Task Conflict: ▪ Disagreements about the content and outcomes of the task being performed. 2. Relationship Conflict: ▪ Personal incompatibles creating tension and personal animosities. 3. Process Conflict: ▪ Disagreements on the logistics of task completion, delegation, and roles. Power and Conflict  Power refers to the ability of individuals or groups to influence or control the actions, beliefs, or behaviours of other individuals or groups.  Conflict and power are closely interlinked concepts, particularly in organizational and social contexts.  Power dynamics can shape the nature of conflicts, influence how they are managed, and affects the outcomes. Types of Power 1. Legitimate power: Derived from a formal position or role within an organization or group. 2. Reward Power: Based on the ability to confer valued material rewards or create other positive incentives. 3. Coercive Power: Based on the ability to cause unpleasantness or remove positive events. 4. Expert Power: Stemming from skills or expertise. 5. Referent Power: Based on the charisma and international appeal of the power holder. 6. Informational Power: Based on possessing knowledge that others need or want. Conflict and Power dynamics 1. Power Imbalances ▪ Conflicts are often influenced by imbalances in power. ▪ Those with great power can dominate or suppress less powerful individuals, potentially leading to unresolved issues and resentment. 2. Power struggles: ▪ Conflicts can arise directly from competition over resources, status, or control, leading to power struggles. How these power struggles are managed can significantly affect the organizational or group climate. 3. Resistance and Compliance: ▪ Individuals or groups may either resist or comply based on the power dynamics in play. ▪ Resistance might occur covertly in cases of significant power imbalances, while compliance might be reluctantly given if power is exerted through coercion or manipulation. Managing Conflict with Power Considerations 1. Empowerment: One of the strategies in conflict management is empowering all parties involved. This involves redistributing power more equitably and ensuring everyone has a voice in the resolution process. 2. Negotiation and mediation: Effective negotiation and mediation can help manage power imbalances by ensuring that the interests of all parties are considered. 3. Building Relationships: Developing strong relationships across different levels of power can help mitigate the negative effects of power imbalances. 4. Transparency: Being transparent about bases of power and the reasons behind certain decisions can reduce perceptions of unfairness and arbitrariness that often lead to conflict. 5. Fostering a Collaborative Culture: Encouraging a culture where collaborative approaches to conflict are valued over competitive or aggressive ones can help manage the effects of power dynamics in conflict situations. Conflict management Styles  Conflict management refers to the technique and ideas designed to reduce the negative effects of conflict and enhanced the positive outcomes for all parties involved.  Understanding and applying different conflict management styles can greatly improve personal and professional relationships.  The FIVE conflict management styles are presented in the next slide. Conflict Management Styles 1. Avoiding: This style is used when one decides to ignore or avoid the conflict entirely. People who us this style tend to believe that the conflict will resolve itself without any intervention. This might be appropriate when the conflict is trivial or when the cost of confrontation outweighs the benefits of resolving the conlict. 2. Accommodating: This style involves giving into the other party’s needs and desires while ignoring one’s own. Individuals who accommodate are cooperative and unassertive. 3. Competing: This is a more assertive and less cooperative conflict management style. Competing means standing up for one’s rights and defending a position which one believes is correct. Conflict Management Styles 4. Compromising: This style aims to find an expedient, mutually acceptable solution that partially satisfies both parties. Compromising falls into the middle ground between competing and accommodating, giving up more than competing but less than accommodating. 5. Collaborating: This style involves an attempt to work with others to find some solution that fully satisfies the concerns of all parties. It involves digging into an issue to pinpoint the underlying needs and wants of the two individuals.  In summary, each of these styles has its place and utility depending on the context of the conflict, the nature of the relationship between the parties involved, and the desired outcome.  Effective conflict management often requires the ability to assess a situation and select the most appropriate style.  Conflict Management Skills 1. Active Listening: Listen attentively to understand the other person’s perspective without preparing your response while they are speaking. This shows respect and often helps to defuse tension. 2. Empathy: Try to appreciate the other person’s feelings and point of view, even if you disagree with them. Understanding where they are coming from can facilitate more effective communication and problem-solving. 3. Effective communication: Clearly and respectfully articulate your thoughts and feelings using “I” statements (e.g. “I feel frustrated when….”) rather than blaming statements (e.g. “you always…”) 4. Impartiality and neutrality: Try to remain neutral and unbiased during conflicts. Avoid taking sides and focus on the issues rather than personal preferences or alliances.  Cont… 5. Problem Solving: Work together to identify the underlying problem and brainstorm possible solutions. 6. Negotiation: Be willing to give and take. Effective negotiation involves finding a compromise that is acceptable to all parties involved. 7. Stress management: Control your emotions. If you feel overwhelmed or angry, take a break to calm down before continuing the conversation. 8. Patience: Conflict resolution can take time. Be patient with the process and avoid rushing to a resolution that might not be sustainable. 9. Conflict De-escalation: Recognise when emotions are becoming too heated and take steps to calm the situation (e.g., changing the topic, suggesting a break). 10..Assertiveness: Communicate your needs, feelings, and opinions respectively without being passive or aggressive Conclusion  Conflict is a natural and, at times, beneficial elements of organizational life.  In any conflict situation, recognizing and understanding the underlying power dynamics is crucial  By understanding the nature of conflict and applying appropriate management strategies, organization can foster a culture of collaboration and innovation.  There are 5 different conflict management styles. Each one of these styles has its place and utility depending on the context of the conflict, the nature of the relationship between the parties involved, and the desired outcome.  Conflict management skills are crucial. Developing these skills requires practice and, often, willingness to step out of one’s comfort zone. The End 1 What is Social Media?  Social media refers to online tools and services which allow an exchange of ideas, information, videos, pictures, and graphics — just about anything you can name.  Social media also allows easy sharing and distribution of existing content to others so that professional work can be shared through networks. 2 Types of Social Media  Social Networking  Photo Sharing  Video Sharing  Interactive Media  Blogging/Community Building. 3 Examples:  Facebook  YouTube  Twitter  Pinterest  Linkedin 5 Types of Social Media Services  Bookmarking Sites (Digg) and Social News Sites (lumn.io)  Blogs and Microblogs (Twitter, Tumblr)  Social Networking Sites (Facebook, Google+)  Shopping Sites (Amazon)  Multimedia Sharing (YouTube, Flickr)  Virtual Worlds (World of Warcraft, Second Life) 6 Who’s on Social Media?  organizations 7 Who’s on Social Media?  Individuals 8 Advantages of Social Media  1. Educational process  Using online social networks in the educational process  2.Worldwide connectivity  3. Online marketing  4. Information spreads fast  5. It lets us share anything with others  6. It helps you to achieve your goals 9 Disadvantages of social media  1. Privacy problems  2. It changes lifestyle habits, and it is sleep disruption  3. Lacks emotional connection  4. Reduces Family Intimacy 10 Is it Good or Bad?  The debate about whether social networking is good or bad is expected to continue. There is nothing to be nervous about.  So if you are worried about using social networking sites, don’t be. Just keep your software update, double check information before you believe it and keep your privacy settings updated too.  And if social networking is getting you down, take a break. After all, when you’re using it correctly, it improves your life. 11 Cyber Bullying Defined as, “the use of information and communication technologies to support deliberate, repeated, and hostile behavior by an individual or group, that is intended to harm others.” Most common among teenagers in middle/high school. Extreme cases in recent memory have resulted in suicide. 12 The most interesting cyberbullying facts (USA)  The most common types of online bullying are rumors spread online (33.2%) and mean comments (28.7%).  35% had shared a screenshot of someone’s status or photo to laugh at them.  61% of teens who report being bullied say it was because of their appearance.  41% of US adults who use the internet have personally experienced online harassment.  77% of online harassment victims reported that they had been harassed on Facebook.  7 in 10 young people experience cyberbullying before they hit the age of 18. 13 14 Using Social Media for Marketing New ways to reach consumers Previously corporate web sites Companies can create accounts on social media websites Can create fan pages on Facebook or MySpace Twitter allows companies to spread information to followers Rewards for "like"ing a page Video: https://www.youtube.com/watch?v=PitzwFgU3Gs 16 Viral Marketing Let your customers do your marketing o Zynga (Farmville) o Minecraft Social media networks allow companies to access younger markets and particular demographic groups Companies can reach consumers who uses mobile devices for product or company research 17  Privacy Concerns Burglary is increasingly plausible Facebook is increasingly being used in divorce cases o Personal information is available  Personal opinion or group opinion impact relationships 18 How Social Networks Have Changed The World! https://www.youtube.com/watch?v=yJ9oEi3Yyg0&t=42s https://www.youtube.com/watch?v=JqamKb7gTWY 19 Summary  Everyone cannot avoid social media  Everyone must realize the good and the bad sides of social media 20