Bus 272 Class 6 Communication PDF

BUS 272 – E100 Class 6 – Communication Melissa McCrae, EdD “You can have brilliant ideas, but if you can’t get them across, your brains won’t get you anywhere.” – Lee Iacocca, former CEO of Chrysler Objectives By the end of today’s class, you should be able to… Identify and recognize the commo...

BUS 272 – E100 Class 6 – Communication Melissa McCrae, EdD “You can have brilliant ideas, but if you can’t get them across, your brains won’t get you anywhere.” – Lee Iacocca, former CEO of Chrysler Objectives By the end of today’s class, you should be able to… Identify and recognize the common barriers to effective communication. Listen actively. Describe how communication differs across cultures and genders.  The Communication Process NOISE (Communication barriers) Choose Encode Choose Sender message message channel Receiver Provide Decode feedback message Transfer AND understanding of a message Channel Richness Barriers to effective communication Filtering Refers to a sender manipulating information so that it will be seen more favourably by the receiver. Message Barriers to effective communication Selective Perception Receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal chax. Message Barriers to effective communication Information Overload When the information we have to work with exceeds our processing capacity = ignore, pass over, forget Barriers to effective communication Emotions Individuals may interpret the same message differently when they are angry or distraught than when they are happy Depression will most likely hinder effective communication Barriers to effective communication Silence Defined as an absence of speech or noise Not necessarily inaction—can convey: Thinking or contemplating a response to a question Anxiety about speaking Agreement, dissent, frustration, or anger Silence is less likely where minority opinions are treated with respect, work group identity is high, trust, procedural justice Barriers to effective communication Lying Outright misrepresentation of information Includes deliberately withholding information There is an enormous amount of deception happening every day in organizations People are more comfortable lying over the phone than face-to-face Most people are not very good at detecting deception in others Organization Communication Informal (grapevine) versus formal (chain of command) Downward Communication What should managers do to ensure effective downward communication? Small Group Communication The Grapevine 75 percent of employees hear about matters first through grapevine Grapevine has three main characteristics: Not controlled by management Most employees perceive it as being more believable and reliable Largely used to serve the self-interests of those people within it Closeness and friendship Purpose of Rumours 1. To structure and reduce anxiety 2. To make sense of limited or fragmented information 3. To serve as a vehicle to organize group members, and possibly outsiders, into coalitions 4. To signal a sender’s status or power Management & Rumours Managers can use grapevine to understand how people are feeling Influencers Provide information to avoid rumours Explain actions and decisions Remain open Don’t shoot the messenger Oral Communication Speed Feedback Exchange Richness Relationships But: listener burnout, voice Email Volume Unnecessary CCing Misinterpretation Negative messages Paper trail Formal versus informal Public and monitoring Accurate succinct subject Salutation & Close Professional, Succinct, Spelling, RESPOND To IM/Text or not to IM/Text Productivity Distraction Informality Convenience Nonverbal Communication Messages through body movements, facial expressions, physical distance between sender and receiver. Kinesics The study of body motions, such as gestures, facial configurations, and other movements of the body. Proxemics The study of physical space in interpersonal relationships. Cultural Barriers to Communication Sources of barriers include the following: Semantics Word connotations Tone differences Differences in tolerance for conflict and methods for resolving conflicts Cultures differ in the degree to which context influences the meaning that individuals take from communication  High- vs. Low-Context High-context Low-context cultures rely cultures rely heavily on heavily on words nonverbal and to convey subtle situational meaning in cues in communication: communication: Precise wording, rank, verbal contracts, direct agreements Cultural Communication Know yourself and your biases Foster a climate of mutual respect, fairness, and democracy to transcend cultural norms State facts, not your interpretation, reflect on possible interpretations Consider the other person’s viewpoint and backgrounds Proactively maintain the identity of the group with reminders and communication Effective Listening If you want to improve your listening skills, look to these behaviours 1. Make eye contact 2. Exhibit affirmative head nods and appropriate facial expressions 3. Avoid distracting actions or gestures 4. Ask questions 5. Paraphrase 6. Avoid interrupting the speaker 7. Don’t overtalk 8. Make smooth transitions between the roles of speaker and listener Objectives By the end of today’s class, you should be able to… Identify and recognize the common barriers to effective communication. Listen actively. Describe how communication differs across cultures and genders. Next Class Midterm! BE ON TIME (If you are late you need to wait 15 mins) 50 MCs 1-4 mark Qs (40 marks) Choice 2 of 3 5 mark Qs Chapters 1,2,3,4,5,6,7 Based on material discussed in lectures, with clarification and elaboration in text Not specific % or companies 27