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Improving Communication
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Active Listening
• We need to be good listeners.
• Active listening is the process of taking action to help someone say exactly what he or she really means.
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Active Listening
• 1. We need to listen for message content
• 2. Listen for feelings
• 3. Respond to feelings
• 4. Note all cues
• 5. Paraphrase and restate
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Active Listening
• Don’t you think employees should be promoted based on seniority?
• What does the supervisor expect us to do about these out of date computers?
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Ten Steps to Good Listening
• 1.Stop talking
• 2. Put the other person at ease
• 3. Show that you want to listen
• 4. Remove any potential distractions
• 5. Empathize with the other person
• 6. Don’t respond too quickly; be patient.
• 7. Don’t get mad. Hold your temper.
• 8. Go easy on argument and criticism.
• 9. Ask questions.
• 10. Stop talking.
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Constructive Feedback
• Feedback is the process of telling someone else how you feel about something that person did or said.
• We have to be extremely careful about how we give feedback.
• Employees may be harmed by the discussion if not done right.
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Constructive Feedback
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Use of Communication Channels
• Channel Richness is the ability of a channel to carry information effectively.
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Interactive Management
• MBWA (Management By Wandering Around)
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Interactive Management
• Open office hours
• Online discussion forums
• Employee group meetings
• Video conferences
• 360-degree feedback
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The Perception Process
• Perception is how we receive, organize, and interpret information from the environment.
SENDER RECEIVER
Message
Feedback
PERCEPTUAL DISTORTIONS- Stereotypes -Selective Perception-Halo Effects -Projection
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Perception and Attribution
• Attribution is the process of developingexplanations for events.
• Attribution Error happens when someone’sfailures are blamed on internal factors than external factors.
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Perception and Attribution
• Self-serving bias is when someone tries to blame failures or problems on external problems and successes on internal problems.
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Two Women
• Can you see the young woman?
• Can you see the old woman?
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Scary optical illusion - Brightness
• Do you see some women looking at themselves in a mirror?
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Big monster chasing little monster
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Which line is bigger?
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They are both the same length
• The illusion works because things in the distance would normally be smaller, but in this picture the perspective of the road plays tricks on your mind.
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The power of letters and numbers - shape
• Read the letters from left to right across the page.
• Next, read the text from top to bottom.
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Read the colours!
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Look Closer
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Perceptual Tendencies and Distortions
• These are things that can influence communication:
• Stereotypes
• Halo Effects
• Selective Perception
• Projection
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Stereotypes
• Stereotypes are when traits that are usually associated with a group are associated with an individual.
• Race stereotypes
• Age stereotypes
• Ability stereotypes
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Halo Effect
• Halo effect happens one somebody is judged (well or badly) on one feature.
• Positive: Valeria is always on time…therefore she is a good employee.
• Negative: His hair is messy…he must be an unorganized, lazy person.
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Selective Perception
• This happens when we look for things that support or reinforce what we already think or believe.
• This could mean, for example, that people from different departments are never going to see others’ points of view.
• Fight this by getting other opinons.
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Projection
• Projection is when we assign personal attributes onto other people.
• You always have to be self-aware of what you are doing. You have to empathize, and you have to have a willingness to communicate.