Week 6 Lecture Notes - Developing Soft Skills & Personality - PDF

Developing Soft Skills and Personality  Writing sensible mails by eliminating bad writing habits Plan what you should write, note down, make a draft Be clear, concise and coherent Extra time should be spent on checking the spelling,...

Developing Soft Skills and Personality  Writing sensible mails by eliminating bad writing habits Plan what you should write, note down, make a draft Be clear, concise and coherent Extra time should be spent on checking the spelling, grammar and typographical errors, inserting emoticons, and making use of punctuation marks Highlights Use a descriptive subject line, never leave it empty! of the Write only short and focused e-mails. Last Lecture Avoid repeating Re: Re: Re: in replies Never type the body in FULL CAPITAL LETTERS! Never reply ALL or randomly CC all! Use only well-known and common abbreviations Keep an eye on the computer clock!  ability to communicate.  Think about this… The difference between the almost right word and the right word is really a large matter—it's the difference between the lightning bug and the lightning.” ~Mark Twain  Communication versus Effective Communication Look at the following example to understand how one’s attempt to create a good impression can actually result in the opposite due to lack of clarity in communication. Hey, Do you know that your father’s genes can give you diabetes? Stupid! I don’t wear my father’s Jeans?  Hello, Please deliver a spicy chicken After Delivery Oh, no I didn’t want a spiky chicken! Effect of IEC: misunderstanding, didn’t convey the intended message  5. Feedback travels to sender 1. 2. 3. 4. Sender Sender Message Receiver has idea encodes travels decodes idea in over message message channel 6. Possible additional feedback to receiver Who sends what to whom through which channel with what effect? Effective Communication is a seamless blend of both verbal and non-verbal aspects of communication Developing Soft Skills and Personality  An effective communicator will always leads. People will be happy if they are able to communicate effectively. Communication is a complex interactive process involving shared assumptions and unspoken agreements! Frequent miscommunications are possible! Highlights EC is your ability to cause the intended and desired of the response. Last Lecture Basic communication process: Who sends what to whom through which channel with what effect? Components: Conciseness & Clarity, Conviction & Confidence, Genuineness & Interest, Empathy and Timing Sense, Brevity and Effectiveness. The Communication Process Expanded Model  Barriers Things which are obstacles to effective communication. Anything that impedes free flow of ideas Something that prevents active listening and careful response These barriers act as physical, mental, emotional, psychological blocks and result in failure of communication and/or miscommunication.  Barriers to Communication 1. Arising from Sender/Receiver’s personality 2. Interpersonal Transactions  Encoding/Decoding (sender/receiver) Sharing of a common code; language common frame of reference— e.g.: “Short circuit at office; please send an electrician” (spy stories) “My partner is kidnapped; Send someone for my help.”  Sender/Receiver Sender- not clear about his/her objective or inappropriate use of language e.g., the real incident of the American tourist (housewife; occupation: ‘none’)  Sender/Receiver Receiver-unable to understand & interpret the message properly e.g., the teacher who demonstrated the evils of drinking liquor to his students Psychological in nature  1. Personality Barriers … Example: Bronislaw Malinowski’s encounter with an old cannibal (II WW ) Cannibal: How the Europeans managed to eat the quantities of human flesh produced by massive killings. Malinowski: Europeans never ate the flesh of the enemy they killed. The cannibal was shocked. “What kind of barbarians are you,” he asked in horror, “to kill people without any real object.”  1.Personality Barriers … Factors that contribute to one’s perspective: the socio-cultural milieu one has grown up in, one’s interpersonal experiences, temperament, personality, ideas and values, position in life, religious and political beliefs, etc... The position we hold gives us a certain perspective which makes it difficult to understand others with different outlook. Father/Son, Teacher/Student, Senior/Junior, Mother-in-law/Daughter-in-law, Manager/Worker, Husband/Wife, etc… Anecdote: “My wife’s hearing…”  1.Personality Barriers Tendency to Stereotype and Jump to conclusions Categories: Nationality (Indian, Pakistani, Chinese, American); Religion (Jew, Parsi, Hindu, Muslim, Christian); Race/Colour (Black-Negro, White- European); Work (Professor, Businessman, Smuggler, Rickshaw-puller, Sweeper, Beggar); Food (Vegetarian, Non-vegetarian); Education (IITian, Govt. college student; 10 pointer, 5 pointer) and so on We deny them individuality. We interpret within the framework of a stereotype the symbols these individuals display.  1.Personality Barriers Rigidity of thought blurs the power of discrimination People who neither learn from new information nor accept any contradictory view. Also, know-it-all’s Words like all, always, everybody, none, never, nobody.  Overcoming Strategies ✓ Developing Empathy: willingness to recognize someone’s situation; accept his/her point of view without prejudice; being non-judgmental, open to receive contrary thoughts and ideas An understanding of the psychology of man An awareness of the differences in background, perception, point of view ✓ Analysis of one’s verbal & non-verbal behaviour Developing relevant personality traits ✓ Not allowing stereotypes to cloud judgement ✓ Looking at the things from other’s perspective e.g. Steven Covey’s paradigm shift (New York subway car) (Ref.: W1:M3: L3: Human Perceptions) “Keep me away from the wisdom which does not cry, the philosophy which does not laugh and the greatness which does not bow before children.” ~Kahlil Gibran Developing Soft Skills and Personality  Barriers act as physical, mental, emotional, psychological blocks and result in failure of communication. Barriers arising from Sender/Receiver’s personality Encoding/Decoding level Sharing of a common code; language common frame of reference. Sender—not clear about his/her objective or inappropriate use of language Highlights Receiver-unable to understand & interpret the message properly of the Personality barriers are Psychological in nature: People Last Lecture tend to take for granted “the commonality” in communication. Difference in backgrounds are overlooked Difference in perception and the factors which cause barriers were discussed. Overcoming strategies such as use of empathy.  Barriers to Interpersonal Transactions … Limited frame of reference Lack of Language Skills/Common Knowledge Use of slang, jargon— e. g. Can you burn it for me? Emotional interference Emotional Reactions, negative attitudes, & wrong timing Display of intense emotion is likely to distort the message (love, hatred, jealousy, anger, joy, sorrow)  Emotional Barriers Hidden/open emotional gestures are culturally given But– negative emotions act as barriers Fear, apprehension, misgiving Anger, bitterness, hatred, jealousy Suspicion, disbelief, distrust Anxiety, low self-esteem, distress, stress Fatigue, ill-health, pain, disability Barriers to Interpersonal Transactions … Emotional interference… Negative emotions interfere more than positive ones Attitude (threatening/domineering) makes the receiver defensive. He is likely to misinterpret, ignore or overreact to the messages  Language Barrier ▪ Words with two meanings; Same letters, different pronunciation and meaning: ▪ No one could believe how much produce our garden could produce. ▪ They were going to project the project at the local theatre. ▪ The band booked the studio to record their record. The bandage was wound around the wound. We must polish the Polish furniture. Since there is no time like the present, he thought it was time to present the present. I spent last evening evening out a pile of dirt.  Barriers to Interpersonal Transactions… Overcoming Strategies ✓ Angry tone— Lowering of voice, maintaining calmness ✓ Sender should show concern; gain trust and establish credibility in the eyes of the receiver Done through consistent & predictable behaviour ✓ Fear of change—removed through education and familiarization ✓ Wrong timing—selection of the best psychological moment  Language Barriers The same words can mean different things in different cultural contexts to different language speaking people E.g. Coca-Cola in China was introduced as Ke-kou-ke-la. In Chinese it means "bite the wax tadpole" or "female horse stuffed with wax" depending on the dialect. Later—changed to: "ko-kou-ko- le,“ "happiness in the mouth."  Lost in Translation! Often the real meaning is lost in translation! E.G.: General Motors introduction of the Chevy Nova in South America It was not selling any cars until it found out that "no va" means "it won't go.“ Renamed the car in its Spanish markets to the Caribe. [cah-ree’-bay]  Overcoming Strategies When you use an ambiguous/polysemous word, make the context very clear Try to understand any cultural variation in pronunciation that might cause miscommunication While speaking, correlate your intentions with positive non-verbal gestures Seek the help of a translator, native speaker as and when required  Overcoming strategies ✓Ask questions, seek clarifications (never presume your communication meaning is easily understood). ✓Be clear and precise about your message; use repetition; summarize; paraphrase; ask somebody to summarize. ✓Listen carefully & patiently; don’t interrupt even if somebody criticizes you. ✓Reflect back on criticism, make the critic feel understood. Technology Barrier!  Overcoming Strategies ✓Use technological aids for communication to the minimum. ✓Use appropriate media (spoken, written, non-verbal) and channel (face-to-face, one-to-one, one to group, telephone, radio, tv, letters, e-mail, sms) ✓If you can use face-to-face communication, do not send SMS/E-Mail. ✓Avoid overuse (sending too many/long e-mails; long phone calls); misuse (asking confidential matter using SMS); Using FB/What’sapp inappropriately. “Communication is a skill that you can learn. It's like riding a bicycle or typing. If you're willing to work at it, you can rapidly improve the quality of every part of your life.” – Brian Tracy Developing Soft Skills and Personality  Interpersonal Transactions Limited frame of reference Emotional interference Overcoming strategies: Removing fear of change, Choosing the right psychological moment. Various types of language barriers: Same words, different cultural meanings Highlights Same letters, different grammatical meanings of the Overcoming strategies: Making the context clear, Last Lecture using nonverbal correlatives, seeking clarifications Technological Barrier Overcoming strategies: Use of appropriate medium, avoiding excessive/misuse of media.  What is Miscommunication? Communication is action/transaction, and thus miscommunication can be viewed as instances of action/transaction failure (when the speaker fails to produce the intended effect). Misperception (when the hearer cannot recognize what the speaker intended to communicate), or both.  Communication Flowing Through Formal Channels Downward Horizontal Upward Management Task coordination Employee feedback directives Information sharing Progress reports Job plans, policies Problem solving Reports of customer Company goals Conflict resolution interaction, feedback Mission statements Suggestions for improvement Forms of Communication Flowing Through Formal Channels Written Oral Electronic Executive memos, letters Telephone E-mail Annual report Face-to-face Voicemail Company newsletter conversation Instant Bulletin board postings Company Messaging Orientation manual meetings Intranet Team meetings Video- conferencing  Barriers to Information Flow in Organizations Closed communication climate Administrative hierarchy—horizontal/vertical flow Long lines of communication Too many transfer stations distorts and delays the message Lack of trust between management and employees Employees turn to an informal system— grapevine Competition for power, status, rewards  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100%  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63%  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56%  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40%  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30%  Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20% MISCOMMUNICATION IN PRODUCT EVOLVEMENT As Marketing Requested It (a three-tier swing) As Sales Ordered It As Engineering Designed It  As Production Manufactured It As Maintenance Installed It What the Customer Wanted (a simple tree-tyre swing)!  Surmounting Organizational Barriers Modification of communication network— direct access Dissemination through several channels Feedback system involving more than one source Creating open environment for interaction and feedback  Surmounting Organizational Barriers Flattening of organizational structure Promoting horizontal communication Providing sufficient information through formal channels Developing Soft Skills and Personality  Misperception; instances of action-transaction failure. Communication flowing thorough formal channels: Downward, Horizontal and Upward. Forms of Communication Flowing Through Formal Channels: Written, Oral and Electronic Barriers to information flow in organisations: Highlights Administrative hierarchy, long lines of of the communication, too many transfer stations, lack of Last Lecture trust, etc. Looked at Illustrative Examples for 1. Message Distortion in Downward Communication 2. Miscommunication in Product Evolvement Pre-Thinking Assesment-1 Objective To Check your existing knowledge about body language To clear certain misconceptions about non-verbal communication True or False QUESTIONS True or False 1) Women have natural sensitivity towards body language than men. 2) A dishonest person avoids eye contact. 3) The more space a person occupies, the more power he enjoys. 4) Sitting lower than the other person with whom you are interacting indicates dominance or authority. 5) One shows traits of aggressiveness while sitting with his legs on a desk with his hands clasped behind his head, especially before someone. 6) Crossing the hands, legs or the ankles is a defensive gesture. 7) Steepling with the fingers and hands show confidence. 8) Smoking a cigarette, especially before an interview or such activity, is considered a sign of anxiety or nervousness. 9) Resting your head in the palm of your hand indicates interest in the subject. 10) Showing your thumbs up indicates a successfully completed job or victory. Babies... 11) Babies are more sensitive to body language than adults.  Non-verbal communication 12) Non-verbal communication is less intense and impactful than verbal communication.  Verbal communication 13) When we stop talking to somebody verbally, we stop the entire communication itself. Involuntary Body Language 14) Involuntary body language reveals a person’s inner thinking or feelings.  Time Perception 15) People maintain their appointments and meet deadlines according to their perceptions of time. ANSWERS True or False 1) Women have natural sensitivity towards body language than men. Answer: True 2) A dishonest person avoids eyecontact. Answer: True 3) The more space a person occupies, the more power he enjoys. Answer: True 4) Sitting lower than the other person with whom you are interacting indicates dominance or authority. Answer: False 5) One shows traits of aggressiveness while sitting with his legs on a desk with his hands clasped behind his head, especially before someone. Answer: True 6) Crossing the hands, legs or the ankles is a defensive gesture. Answer: True 7) Steepling with the fingers and hands show confidence. Answer: True 8) Smoking a cigarette, especially before an interview or such activity, is considered a sign of anxiety or nervousness. Answer: True 9) Resting your head in the palm of your hand indicates interest in the subject. Answer: False 10) Showing your thumbs up indicates a successfully completed job or victory. Answer: True Babies... 11) Babies are more sensitive to body language than adults. Answer: True Non-verbal communication 12) Non-verbal communication is less intense and impactful than verbal communication. Answer: False  Verbal communication 13) When we stop talking to somebody verbally, we stop the entire communication itself. Answer: False Involuntary Body Language 14) Involuntary body language reveals a person’s inner thinking or feelings. Answer: True  Time Perception 15) People maintain their appointments and meet deadlines according to their perceptions of time. Answer: True  Your Score Analysis  13-15: Outstanding  10-12: Very Good  7-9: Good  4-6: Average  2-4: Below Average  0-2: Poor Developing Soft Skills and Personality  1st Pre-Thinking Assessment for checking your existing knowledge about body language and to clear certain misconceptions about non-verbal communication. True Statements: 1. Women have natural sensitivity towards body language than men. 2. A dishonest person avoids eye contact. 3. The more space a person occupies, the more power he enjoys. 4. One shows traits of aggressiveness while sitting with his legs on a desk with his hands clasped behind his head, especially before someone. 5. Crossing the hands, legs or the ankles is a defensive gesture. 6. Steepling with the fingers and hands show confidence. 7. Smoking a cigarette, especially before an interview or such activity, is considered a Highlights sign of anxiety or nervousness. 8. Showing your thumbs up indicates a successfully completed job or victory. of the 9. Babies are more sensitive to body language than adults. Last Lecture 10. Involuntary body language reveals a person’s inner thinking or feelings. 11. People maintain their appointments and meet deadlines according to their perceptions of time. False Statements: 1. Sitting lower than the other person with whom you are interacting indicates dominance or authority. 2. Resting your head in the palm of your hand indicates interest in the subject. 3. Non-verbal communication is less intense and impactful than verbal communication 4. When we stop talking to somebody verbally, we stop the entire communication itself. Pre-Thinking Assesment-2 Objective To Check your existing knowledge about body language To clear certain misconceptions about non-verbal communication True or False QUESTIONS True or False 1) Silence can be used as a powerful means of dominance. 2) Non-verbal communication can contradict verbal meaning. 3) Non-verbal communication can be used as a substitute for verbal communication. 4) Some non-verbal signs are universal and commonly acceptable. 5) Gestures, which indicate similar verbal meaning, can differ non- verbally according to their cultural backgrounds. 6) The face is the most powerful channel of non- verbal communication. 7) We move away from persons we dislike. 8) Negative non-verbal signals are more noticeable than the positive ones. 9) Awareness of your body language can help you control it. 10) It is difficult to fake body language for a long period of time. ANSWERS True or False 1) Silence can be used as a powerful means of dominance. Answer: True 2) Non-verbal communication can contradict verbal meaning. Answer: True 3) Non-verbal communication can be used as a substitute for verbal communication. Answer: True 4) Some non-verbal signs are universal and commonly acceptable. Answer: True 5) Gestures, which indicate similar verbal meaning, can differ non-verbally according to their cultural backgrounds. Answer: True 6) The face is the most powerful channel of non- verbal communication. Answer: True 7) We move away from persons we dislike. Answer: True 8) Negative non-verbal signals are more noticeable than the positive ones. Answer: True 9) Awareness of your body language can help you control it. Answer: True 10) It is difficult to fake body language for a long period of time. Answer: True  Your Score Analysis  9-10: Outstanding  8-9: Very Good  6-7: Good  5-6: Average  3-4: Below Average  0-2: Poor Accessories: Physical/Psychological Barriers?  Do accessories enhance the effectiveness of communication or act as barriers?  Clothing, body perfume, grooming, watch, bracelet, ear rings, nose-ring, necklace, make- up, dying of hair, moustache-type, hair-style type, belt, hand-bag, footwear: shoes, slippers; high-heels Accessories: Physical/Psychological Barriers?  E.g., High-heels  High-heels help maintaining eye- contact. The females do not have to look up to the male bosses!  But a diamond studded high-heels is a distracter! Accessory Barrier  Any inappropriate accessory can cause barrier!  Clothing: Costly/Cheap; Branded; Over/skimpy  Body perfume: Gender inappropriateness  Watch, bracelet, ear rings, nose-ring, necklace Make-up, dying of hair, moustache-type, hair-style type Accessory adds to/ gives your personality! A shoe is not only a design, but it’s a part of your body language, the way you walk. The way you're going to move is quite dictated by your shoes. When a woman puts on a heel, she has a different posture, a different attitude. She really stands up and has a consciousness of her body. ~ Christian Louboutin