chapter1_(2mod)

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Communication in workplace


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0 Your Quality of Life Depends Primarilyon Your Communication Skills

0 You will need it regardless of yourcareer path

0 You will use it in every relationship


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People who are successful at work areoften communication-oriented.

Communication-oriented peopledemonstrate empathy, awareness andconcern for others; They have goodlistening skills.

They are open, approachable andsupportive of others.

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Why do you need goodcommunication skills?

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Communication skills are essential for Job placementSeventy-six percent of survey respondents agreed

that they would remove an applicant from thepool of candidates if typos and grammatical errorsappeared on the rsum and/or cover letter.

Society of Human Resource Managers and theHuman Resource Management Association

Job performance

Career advancement Success in the new world of work

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Communication allows us to:

1. Learn more about ourselves and the

world around us.2. Share experience with others

3. Persuade and influence others

4. Relax and enjoy ourselves.

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What is Communication?


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Communication is any behavior verbalor nonverbal- that is perceived byanother.

Knowledge, feelings or thoughts areencoded and sent from at least oneperson and decoded by at least one other.

Meaning is derived from this message asthe receiver interprets the message.

A connection is made between the peoplecommunication

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Verbal communciation oral (speaking / listening)

written

Nonverbal communication

body language

layout and presentation

Graphic communication


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Skills in spoken and written, nonverbaland graphic communication are all

essential in the workplace. Verbal can be either spoken words

between two or more people or writtenwords.

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Nonverbal communication is sent by

any means other than words or graphs. Nonverbal components occur in oral,

written and graphic communication.

In oral communication, for instance,these include facial expressions, bodymovement, posture and dress.

In written and graphic communication,format and layout are some of thenonverbal components.

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GC represents ideas, relationships orconnections visually with shapes,

diagrams and lines.

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The process of communication isdynamic and interactive.

Someone sends, someone receives andthe outcome is a message.

As information flows, people perceivemeaning and strucure on the messagesreceived from others.

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Receiver

understands

message

Receiver

understands

message

Sender

has

idea

Sender

has

idea

Possible additional

feedback to

receiver

Possible additional

feedback to

receiver

Sender

encodes

message

Sender

encodes

message

Receiver

decodes

message

Receiver

decodes

message

Channel carries message

Feedback

travels to

sender

NOISE

NOISE


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How may the sender encode amessage?

What kinds of channels carrymessages? How does a receiver decode a

message?

When is communicationsuccessful?

How can a communicator providefor feedback?

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How may the sender encode a

message?Verbally ornonverbally. By speaking,writing, gesturing.

What kinds of channels carry

messages?Letters, e-mail, memos, TV,telephone, voice, body. Others?

How does a receiver decode amessage? Hearing, reading, observing.When is communication successful? When a message is understood as the

sender intended it to be.How can a communicator provide for

feedback?Ask questions, watch responses,

dont dominate the exchange.

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The sender The Message The receiver

Perception Feedback Communication channel Context

Noise or interference

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Senders are individuals who respond tosituations from a unique vantage

point, interpreting ideas and filteringexperiences through their ownperception.

The sender encodes an idea and/or a

feeling in words or signs that thereceiver will recognize and transmitsthis message to the receiver.

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The message is the idea or feelingtransmitted from the sender to the

receiver to achieve the understanding. It makes a connection between senderand receiver.

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The receiver decodes or interprets themessage to achieve the understanding.

In doing this, the receiver is also actingas an individual from a unique vantagepoint, interpreting the idea accordingto a particular personal perception of

the message.

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Perception is the way peopleunderstand or give meaning to their

environment. Perception and interpretation of thesame message varies according to howeach individual is influenced by

experience, attitudes and beliefs and arange of acquired skills andexperiences.

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For example, one person may perceivethe color blue as cool, peaceful and

comforting while another person maysee blue as old fashioned or forma.

Even the context or setting of thecommunication affects perception.

Example, Blue may be calming andrelaxing one day, but too formal onanother.

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Feedback is an essential part ofsuccessful interpersonalcommunication.

It is the receivers response to thesenders message, and can beintentional or unintentional.

Both sender and receiver needfeedback.

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Feedback:

- gives the communication continuity

- indicates understanding ormisunderstanding of the message.

- stimulates further communication

and discussion

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It is the means or technique used tosignal or convey a message.

For example, a conversation, letter,telephone call or radio/television

program. IT provides a fast channel of

communication that is becoming morewidely available and easier to use thanin the past.

Choose a channel that suits yourcommunication purpose.

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It is the situation, circumstances orsetting within which communicationtakes place.

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The message received is notnecessarily the same as the messagesent.

Something other than the intendedmeaning may be received because ofnoise or interference, which interruptsand distorts the intended message.

Noise interrupts smoothcommunication flow between send andreceiver and is likely to

misunderstanding, or to confused orambi uous communication 27


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What can you do to ensure the receiverhas understood the message?

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Encoding sending

Decoding receiving

Perception way people understand orgive meaning to their environment

Empathy feeling for someone elsespoints of view

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Communication is about overcoming barriers.

State all thebarriers that you

can think of that

impact on your

day-to-day

communication.


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Inappropriate choice of words

Inappropriate channel

Inappropriate message Receiver inattention

Lack of courtesy by the sender or the

receiver Nonverbal communication that does

not support the words

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Effective communication often passesunnoticed, while poor communication is

obvious the message and its meaningare distorted or interrupted. It is impossible for one person in the

communication process to control the

process, as one person cannot beresponsible for someone elsescommunication style or for all the otherfactors that contribute to communication

barriers. However recognizing the causes of poor

communication is an important steptowards avoiding them.

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Different cultural backgrounds

Inappropriate timing

Inadequate feedback (absence or poor) Poor listening

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Learn to use feedback well. Be sensitive to receivers pointof view.

Listen to UNDERSTAND! Use direct, simple language, or

at least use languageappropriate to the receiver. Use proper channel(s). Learn to

use channels well. Learn to use supportive

communication, not defensivecommunication.


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KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

1.Equality oriented. I have Superiority oriented.

some ideas, but do you have Your suggestion is dumb.any suggestions? This is the way to handle this

problem.

2.Flexible. I have some Closed-minded. What-

questions, but lets explore ever made you think that

it further. would work?

3.Appropriately intimate. Overbearing or aloof.

Since we have known each I know we just met, but Iother a long time, Id like really need to tell you

to tell you how I feel about something personal.

our relationship.


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Empathy breaks down barriers


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Demonstrate awareness of the otherperson, their feelings and point of view.

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The barriers can create animpenetrable brick wall that makeseffective communication impossible.

Barriers can be divided into two groups

1. Verbal barriers

2. Nonverbal barriers

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Difference in interpretation.

Sometimes senders and receivers

attribute different meanings to thesame word

or

Attribute the same meaning to differentwords.

When this happens, miscommunicationoccurs.

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Denotation literal, dictionary meaning of aword.

Connotation subjective, emotional meaning

that you attach to a word ExampleThe denotative meaning of the word plastic is

a synthetic material that can be easilymolded into different forms. for some

people, the word also has a negativeconnotative meaning cheap or artificialsubstitute. For other people, the wordmeans a credit card, as in He used plastic topay the bill.

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Expressions are groups of words whoseintended meanings are different fromtheir literal interpretations.

Examples include slang, jargon andeuphemisms.

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It is an expression, often short-lived,that is identified with a specific groupof people.

Business, of course, has its own slang,such as 24/7, bandwidth etc.

Teenagers, construction workers,

immigrants, knowledge professional,and just about every other subgroupyou can imagine, all have their set of

slangs. 45


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Technical terminology that is usedwithin specialized group.

Technology, for example, has pawned awhole new vocabulary. Do you knowthe meaning of these commoncomputer terms? Blog

Spam

HTML

FQA

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As with slang, the problem is not inusing jargon- jargon provides a very

precise and efficient way ofcommunicating with those familiar withit.

The problem comes either in usingjargon with someone how doesntunderstand it or in using jargon in aneffort to impress others.

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Inoffensive expressions used in placeof words that may offend or suggestsomething unpleasant.

Sensitive writers and speakers useeuphemisms occasionally.

How many ways, for example, can you

think of to say that someone has died?

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Process of LISTENING

What is the difference between

hearing and listening?


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Four LISTENING skills

Attending listeningEncouraging listening

Reflecting listeningActive listening


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LISTENING

LISTEN TO RESPOND

LISTEN TO UNDERSTAND


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1. RESTATE/REPEAT

2. PARAPHRASE

3. REFLECT FEELING

4. PARAPHRASE CONTENT AND

REFLECT FEELING

5. SAY NOTHING


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Before I can walk in

another persons shoes,I must remove my own.

Unknown

Ten Rules for Good Listening


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Rule Listening Reasoning Behind the Rule

1. Stop talking You cannot listen if you aretalking.

2. Put the person at ease Help a person feel free to talk;

create a permissive environment.

3. Show the person you Look and act interested; listen towant to listen understand, not to oppose.

4.Remove distractions Dont doodle, tap, or shuffle

papers; shut the door if necessary

to achieve quiet.



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5. Empathize Try to see the other personspoint of view.

6. Be patient Allow plenty of time; do not

interrupt; dont start for the

door or walk away.

7. Hold your temper An angry person takes the wrong

meaning from words.



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8.Go easy on argument Dont put people on the defensiveand criticism and cause them to clam up or

become angry; do not argue-

even if you win, you lose.

9. Ask questions This encourages a person and

shows that you are listening; ithelps to develop points further.

10. Stop talking This is first and last, because all

other guides depend on it; you

cannot listen effectively while you

are talking.

Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.


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1. Rushing the speaker and makinghim feel he is wasting thelisteners time.

2. Interrupting the speaker.3. Not looking at the speaker.

4. Getting ahead of the speaker(finishing her thoughts).

5. Not responding to the speakersrequests.


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6. Showing interest in somethingother than what the speaker issaying.

7. Saying Yes, but . . ., as if thelisteners mind is made up.

8. Topping the speakers story with

That reminds me . . . or Thatsnothing; let me tell youabout. . . .


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9. Forgetting what was talked aboutpreviously.

10.Asking too many questions aboutdetails.

Based on International Listening Association , January 2001.
http://www.listen.org/pages/irritating%20listening%20habits.htmlhttp://www.listen.org/pages/irritating%20listening%20habits.html

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