Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication...

Communicating for Results

9e

6Key Ideas

•Defining situational anxiety•Obstacles to Communication •Defining sexual harassment•Tips for using technology to communicate

Overcoming Obstacles to Communication in Organizations

1Copyright Cengage © 2011

Consider this . . . Consider this . . .

Communication barriers are like Communication barriers are like roadblocks: they bring roadblocks: they bring communication to a complete communication to a complete halt. Communication obstacles halt. Communication obstacles are more like potholes: they can are more like potholes: they can cause uncomfortable bumps and cause uncomfortable bumps and jars, but with skill and training jars, but with skill and training you can learn to avoid them.you can learn to avoid them.

Copyright Cengage © 2011 2

Technology, a song Technology, a song writer and United writer and United Airlines: Airlines:

A Case StudyA Case StudyRead or describe the case study Answer the following questions:

Was United Airlines action to repair the damage adequate?What action should United take to prevent future customer service incidents?Is technology an advantage or obstacle to communication?

Tim Boyle/Getty Images


Obstacles to CommunicationObstacles to Communication Communicator anxiety Situational Anxiety Inadequate preparation Vague instructions Jumping to conclusions Bypassing Sexual harassment Communication technology


Communicator AnxietyCommunicator Anxiety

SituationalSituational -- -- anxiety caused by factors present in a specific speaking situation

TraitTrait -- -- internal anxieties an individual brings to the speaking situation

Types include . . .Types include . . .

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Managing Situational AnxietyManaging Situational Anxiety

Prepare and practice! Warm up Concentrate on meaning Use a relaxing

introduction Use deep breathing Use visual aids

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Genetic endowment Experiences Perception of current situation

Factors that influence Trait AnxietyFactors that influence Trait Anxiety

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Managing Trait AnxietyManaging Trait Anxiety

Use positive imagery or visualization>

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Positive Imagery DefinedPositive Imagery Defined

Creating a positive, Creating a positive,

vivid & detailed vivid & detailed

mental image of mental image of

yourself confidently yourself confidently

giving a successful giving a successful

presentation.”presentation.”

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We act as We act as the person the person we “see” we “see” ourselves to ourselves to bebe


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Positive ImageryPositive Imagery

Visualization is the KeyVisualization is the KeyVisualization is the KeyVisualization is the Key

WordsWords ++

Vivid Mental PicturesVivid Mental Pictures ++

FeelingsFeelings ==

ConfidenceConfidence

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Managing Trait Anxiety Managing Trait Anxiety (Con’t)(Con’t)

Use your imagination See yourself as the speaker you

want to be Picture yourself being successful RememberRemember: Words + vivid mental

pictures + feelings = confidence Read a positive imagery exercise

(p. 162)

Use positive imagery or visualization

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Other anxiety reducing methodsOther anxiety reducing methods

Systematic desensitizationLearning to relax with deep muscle

relaxation and breathingLearning to Remain relaxed while

visualizing a series of communication situations progressing from low anxiety to high anxiety (McCroskey, 1972; Richmond & McCroskey, 1998).



Cognitive restructuring Identifying irrational self-talk that

produces speaker anxietyDeveloping alternative coping

statements, and (3) practicing the coping statements in stressful situations (Ellis, 2004; Fremouw & Scott, 1979).



Skills training Identifying reasonable speaking goalsDetermining behaviours or skills needed

to achieve each goalDeveloping procedures for judging the

success of each goal (Duff et al, 2007; Kelley, 1989; Phillips, 1991)


Improving InstructionsImproving Instructions

Begin with overall picture Use few words Make words specific & easy to

understand Number or “signpost” objects or

steps Use simple comparisons Use repetition Use good delivery techniques

“Project F” on p. 15816Copyright Cengage © 2011

Awareness Check: Meanings of TermsAwareness Check: Meanings of Terms Directions: Decide what percentage of certainty (from 0 to 100

percent) is implied when you use each of the following terms—for example, if you tell someone that your attendance at the staff party is “likely,” do you mean there is an 85 percent chance of being there, a 30 percent chance, or what? Write the percentage that expresses your usual meaning next to each term. Ask three other people to do the same thing, and compare answers. You can take this quiz online and view the answers at your Premium Website for Communicating for Results.

TERMS COMMONLY USED IN BUSINESS

_____ 1. Absolute _____ 6. Possible

_____ 2. Certain _____ 7. Probable

_____ 3. A cinch _____ 8. Risky

_____ 4. Indefinite _____ 9. Settled

_____ 5. Open to question _____ 10. A sure thing

_____ 11. A toss-up *Adapted from Schneider, Donaghy, & Newman, 1975, pp. 22–23.


Sexual Harassment DefinedSexual Harassment DefinedUnwelcome sexual advances, Unwelcome sexual advances, requests for sexual favors, and requests for sexual favors, and other verbal or physical conduct other verbal or physical conduct of a sexual nature constitute of a sexual nature constitute sexual harassment when this sexual harassment when this conduct explicitly or implicitly conduct explicitly or implicitly affects an individual’s affects an individual’s employment, unreasonably employment, unreasonably interferes with an individual’s interferes with an individual’s work performance, or creates an work performance, or creates an intimidating, hostile, or offensive intimidating, hostile, or offensive work environment. (U.S. EEOC, work environment. (U.S. EEOC, 2009)2009)


Basic Concepts in Sexual HarassmentBasic Concepts in Sexual Harassment

Quid pro quo (“something for something”)Sexual favors for job perksPunishment for rejection of sexual

overturesHostile work envrionment

Work conditions are sexually intimidating or offensive

Conditions interfere with job performance


Review organizational policies

Project friendly but professional

image

Confront harasser in assertive

manner

Document incidents of harassment

Report incident to supervisor

Weigh consequences of further action20Copyright Cengage © 2011

Dealing with sexual harassmentDealing with sexual harassment

Employees learn the system

rapidlySocial contacts are valuable in

later work tasks

Improved quality of work life

Enhanced creativity

Communication TechnologyCommunication TechnologyAdvantages to e-mail and IM’s . . .Advantages to e-mail and IM’s . . .


Communication TechnologyCommunication Technology

Legal for employers to inspect employee e-mail

Senders seldom proof-read for content or tone

People respond to e-mail, IM’s, & blogs even when uncertain or angry

Senders overlook the value of mirroring others’ sensory channels

Disadvantages to e-mail , IM, & Blogs . . .Disadvantages to e-mail , IM, & Blogs . . .


VideoconferencingVideoconferencing

Less emotion and conflictParticipation more organizedDecision-making equal to face-to-face

Participation more equal

Less satisfying than face-to-face

Characteristics of electronic meetings . . .Characteristics of electronic meetings . . .


Communicating for Results

9e

6Key Ideas

•Defining situational anxiety•Obstacles to Communication •Defining sexual harassment•Tips for using technology to communicate

Overcoming Obstacles to Communication in Organizations


Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication...

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