Chapter 6 DuBrin

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Chapter 6 DuBrin

• Communicating With People

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Objectives

• Explain the basic Communication Process

• Describe the nature and importance of nonverbal
  communication in the workplace

• Identify the challenges to interpersonal
  communication created by information technology

• Identify and overcome many roadblocks to
  communication

• Enhance your listening skills

Overcome many gender communication barriers
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Encoding the Message

• Ideas are put into symbols.
• Words written or spoken
• Gestures

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Transmission

• Voice
• Telephone
• Paper
• E-mail
• Messaging
• Non-verbal
• Facial expression
• Hand gestures

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Decoding

• Interpreting symbols into ideas.
• Finding meaning in the message.
• Most susceptible to misinterpretation.
• Receiver is motivated by the message.

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Silent massages

• Communicating through use of body and
  environment.
• Interpersonal distance.
• Cultural Differences
• Concern about harassment

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Four Circles of Intimacy

• Public (12-25 feet)
• Speaker/Audience
• Social (4-12 feet)
• Business, Impersonal
• Retail sales
• Personal (1.5-4 feet)
• Friendly conversation (normal)
• Intentionally confrontational and offensive
• Intimate (0-18 inches)
• Close friends, loved ones

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Posture

• Leaning
• Closed or Open postures
• Standing straight or slouching
• Standing or sitting

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Body Basics (DuBrin)

• Leaning Forward
• No leg crossing
• Vertical handshake
• Appropriate Smile
• Direct Eye Contact
• Mirroring body language

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Hand Gestures

• Positive attitude / dislike or disinterest
• Open palms

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Facial Expressions

• Eye contact
• Happiness, apprehension, anger, resentment,
  sadness, contempt, enthusiasm, embarrassment.
• Blinking at psychologically important times.

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• Computers will be able to sense YOUR emotions
  soon.

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Voice Quality

• Voice Tone
• Volume, pitch, rate of speaking.

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Personal Appearance

• Attire depends on the situation.
• Very important to potential employees.

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Lying Indicators

• Crooked smile
• Overlong smile, frown, or look of disbelief
• Failure to make eye contact (avoidance)
• Forced eye contact (trying too hard)
• Rubbing nose
• Facial shift (fleeting expression)

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E-mail and messaging

• Indiscriminate use
• Poor spelling and grammar
• Disconnected thoughts
• Lack of personal contact
• See DuBrin Exhibit on E-mail and Messaging
  Etiquette

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Roadblocks Limited Understanding of People

• Becoming other centered.
• Avoiding assumptions
• See DuBrins Exhibit A Short Course in Human
  Relations

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Roadblocks- One Way Communication

• Use messaging
• Use face-to-face communication.
• One-way communications risks not being
  understood.

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Roadblocks- Semantics

• Words often have more than one meaning.
• The receiver may not get your meaning.

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Roadblocks- Credibility of the Sender

• Message of an untrustworthy sender may be
  ignored.
• We tend not to trust senders we do not know.
• Mixed messages lead to a loss of trust.

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Roadblocks- Distortion of Information

• Receivers hear what they want to hear.
• Criticism and even insults are difficult to
  transmit so that they are clearly understood.

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Roadblocks- Perspectives

• Experience
• Nationalities
• Gender
• Age
• Innovations in manufacturing are often
  misunderstood because of perspective.

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Roadblocks- Emotions and Attitudes

• Emotions can distort the interpretation of a
  communication.
• Attitudes and biases
• Do not let strong emotions interfere with sending
  or receiving messages.

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Roadblocks-Overload

• Overload may result in poor, inappropriate or
  ineffective response.
• Workers may be exposed to too many channels of
  communication.
• We are capable on processing only a limited
  amount of information at a time.

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Roadblocks- Bad Timing

• Failure to keep attitudes, emotions, overload in
  mind when transmitting a communication.

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Roadblocks- Poor Skills

• Poor communication skills may make a message
  unintelligible.
• People who cannot communicate are not taken
  seriously.
• Also, poor listening skills my block
  communication that we need to reach our goals.

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Bridges- Appealing to Needs

• Suggest that the message will result in gain for
  the receiver.
• Time the message properly.
• Take attitudes and emotions into consideration.

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Bridges- Redundancy

• Repeat your message.
• Try different channels of communication.
• Follow up a conversation with an e-mail or phone
  call.
• Summarize a conversation with a memo.

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Bridges- Empowered Attitude

• Take charge of own attitude to communicate
  better.
• Accentuate the positive.
• Eliminate the negative.
• Be enthusiastic.

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Bridges- Unstated Beliefs

• Discuss the unstated beliefs and explain how
  objections can be overcome.

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Bridges- Comprehension and Feelings

• Expect and wait for a response from the receiver.
• Ask the receiver to explain their understanding
  of your message.
• Asserted feelings contribute to comprehension.

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Bridges- Avoiding Defensive Communication

• Unnecessary protection of self-esteem
• Denial The suppression of uncomfortable
  information.
• Being able to take criticism constructively.

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Bridges- Combat Information Overload

• Organize and sort information.
• What information is relevant?
• What information will help you achieve your
  goals?
• What information will help you do your job?

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Bridges- Mirroring

• Mimic but do not mock.
• Be subtle.
• Takes skill.

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Bridges- Small Talk

• Contributes to conversational skills.
• Enhances interpersonal communication.
• Builds rapport.
• Maps out common ground.
• Power and credibility by spreading positive
  gossip.

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Bridges-Improve phone and v-mail skills.

• See DuBrin Exhibit Effective Telephone and
  Voice-mail Communication Skills

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Bridges- PowerPoints

• Reveal points only as needed.
• Talk to the audience and not the screen
• Keep the slide in view until the point is made.

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Enhancing Listening Skills

• Makes people feel understood and respected.
• Active Listening Empathy
• Attempt to understand another point of view.
• Work with the senders mode of expression
• Paraphrase - feedback your understanding of what
  the sender meant to say.
• Eliminate distractions while listening.

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Overcoming Gender Barriers

• Look at the subparagraph