© 2006 McGraw-Hill Companies, Inc., McGraw-Hill/IrwinSlide 8-1.
© 2008The McGraw-Hill Companies, Inc. All rights reserved. Communicating in the Digital Age...
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Transcript of © 2008The McGraw-Hill Companies, Inc. All rights reserved. Communicating in the Digital Age...
© 2008The McGraw-Hill Companies, Inc. All rights reserved.
ChapterChapter 14 14
Communicating in the Digital Age
Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin
Ch. 14 Learning Objectives
1. Describe the perceptual process model of communication.
2. Describe the barriers to effective communication.
3. Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness.
4. Discuss the primary sources of both nonverbal communication and listener comprehension.
5. Review the five dominant listening styles and 10 keys to effective listening. 14-2
Ch. 14 Learning Objectives
6. Describe the communication differences between men and women, and explain the source of these differences.
7. Discuss the formal and informal communication channels.
8. Explain the contingency approach to media selection.
9. Describe the Internet Generation and discuss the pros and cons of teleworking.
10.Specify practical tips for more effective e-mail and cell phone etiquette.
14-3
Your Experience
What are the goals of work-related communication?How do you know effective communication took place?What indications does the communication sender have that the message is not understood?
14-4
Personal Barriers to Effective Communication
1) Variable skills in communicating effectively
2) Variations in how information is processed and interpreted
3) Variations in personal trust
4) Stereotypes and prejudices
5) Big egos
6) Poor listening skills
7) Natural tendency to evaluate other’s messages
8) Inability to listen with understanding
9) Nonverbal communication14-7
Other Barriers to Effective Communication
Physical barriers the distance between employees can interfere with effective communication
Semantic barriers encoding and decoding errors—involve transmitting and receiving words and symbols—fueled by the use of jargon and unnecessary words
14-8
Test Your Knowledge
A computer sales person relies on technical jargon to explain aspects of a computer system to his non-technical customer. Which type of barrier exists?a. Semantic barrierb.Physical barrierc. Medium barrierd.Feedback barrier 14-9
Communication Styles
Direct and unambiguous languageNo attributions or evaluations of
other’s behavior
Use of “I” statements and
cooperative “we” statements
Good eye contact Comfortable, but firm posture Strong, steady, and audible voice Facial expressions matched to message Appropriately serious tone Selective interruptions to ensure understanding
Pushing hard without attacking; permits others to influence outcome: expressive and self-enhancing without intruding on others
Assertive
Verbal Behavior Pattern
Nonverbal Behavior Pattern
DescriptionCommunication Style
14-10
Communication Styles
Swear words and abusive language
Attributions and evaluations of others’ behavior
Sexist or racist terms
Explicit threats or put-downs
Glaring eye contact
Moving or leaning too close
Threatening gestures
Loud voice Frequent
interruptions
Taking advantage of others; expressive and self-enhancing at others’ expense
Aggressive
Verbal Behavior Pattern
Nonverbal Behavior Pattern
DescriptionCommunication Style
14-11
Communication Styles
Qualifiers Fillers Negaters
Little eye contact
Downward glances
Slumped posture
Constantly shifting weight
Wringing hands
Weak or whiny voice
Encouraging others to take advantage of us; inhibited; self-denying
Nonassertive
Verbal Behavior Pattern
Nonverbal Behavior Pattern
DescriptionCommunication Style
14-12
Nonverbal CommunicationNonverbal Communication messages sent outside of written or spoken word
• Experts estimate 65 to 90% of every conversation is nonverbal
What are examples of nonverbal communication?
14-13
Test Your Knowledge
During a job interview, Charlie, the interviewer stared intently at the candidate while he talked, constantly nodded his head to show understanding, and leaned over the table towards the candidate. Charlie’s nonverbal communication is:
a. Effective, he did all the right thingsb. Over the top, he would make me
uncomfortablec. Pretty good, he just shouldn’t have leaned
over the table14-14
Keys to Effective Listening
1) Capitalize on thought speed
2) Listen for ideas3) Find an area of interest4) Judge content, not
delivery5) Hold your fire6) Work at listening7) Resist distractions8) Hear what is said9) Challenge yourself10) Use handouts, overheads,
or other visual aids 14-16
Gender Differences in Communication
1) Men are less likely to ask for information or directions2) In decision making, women are more likely to
downplay their certainty; men are more likely to downplay their doubts
3) Women apologize even when they have done nothing wrong. Men avoid apologies as signs of weakness or concession
4) Women accept blame as a way of smoothing awkward situations. Men ignore blame and place it elsewhere
5) Women temper criticism with positive buffers. Men give criticism directly
14-17
Gender Differences in Communication
6) Women insert unnecessary and unwarranted “thank-you’s” in conversations. Men avoid thanks altogether
7) Women ask “What do you think?” to build consensus. Men perceive that question as a sign of incompetence and lack of confidence
8) Women give directions in indirect ways
9) Men usurp (take) ideas stated by women and claim them as their own. Women allow this process to take place without protest
10) Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control
14-18
Formal Communication Channels
Follow the chain of command or organizational structureVertical – up and down the organizationHorizontal - communicating within and between work unitsExternal – communicating with others outside the organizationWhat are examples of vertical, horizontal and external communication?
14-19
Grapevine Patterns
Y
D
C
B
A
Single strand—each tells one other
AJB
D H I
K
F
GE
C
Gossip—one tells all
A
F B D
J
H
CE
K
G I
X
Probability—each randomly tells others
A
C
D
F
J
IB
Cluster—some tell selected others; most typical
14-20
Informal Communication Channels
Grapevine - unofficial communication system of informal organization and encompasses all types of communication media• Moles• Liaisons
Management by Walking Around• Managers literally walk around an talk to people
across lines of authority• How would this work in a virtual working
environment?
14-21
Test Your Knowledge
True (A) or False (B)?1. The Grapevine is only 30% accurate2. The grapevine moves a lot faster than
formal communication channels.3. Organizational moles use the grapevine
to their personal advantage.4. Managers should try to control or stop
the grapevine because of it’s negative impact on the organization.
14-22
Contingency Model for Selecting Communication Media
Low
LeanRic
hn
ess o
f C
om
mu
nic
ati
on
Med
iumRich
Complexity of Problem/Situation High
Zone of e
ffective co
mm
unicatio
n
Overload zone
Oversimplification zone
Impersonal static media
Personal static media
Interactive media
Face-to-face
14-23
Managing Email
Don’t assume e-mail is confidentialBe professional and courteousAvoid sloppinessDon’t use e-mail for volatile or complex issuesKeep messages brief and clearSave people timeBe careful with attachments
14-28