Communicating In A Changing World!

1. Communicating In A Changing World! Understanding yourself and employees who are constantly influenced by variables such as gender, time, and culture. C.J.Pulvino, Ph.D. @ 2007

2. Hemispheric Specialization Right hemisphere Left hemisphere Corpus callosum Right side Left side

3. Verbal Analytical Rational Logical Sequential Temporal Causal Linear Visual Intuitive Experiential Holistic Receptive Non-temporal Synthesizing Spatial Hemispheric Specialization LEFT RIGHT

4. Hard Side (Left)Logic Reason Exactness Focused Factual Forceful Specific Direct Certain Soft Side (Right) Humor Metaphors Quotes Ambiguity Fantasy Hedges Paradox Qualifiers Imagery COMMUNICATION: Hard & Soft

5. Sensing processes Interpretative aspects Evaluation components Decision-making skills Focused processing Data storage Autonomic processing Scanner Buffer Continuous processing Conscious-Subconscious Processing…Mario Conforti

6. Computer Model of the Mind Conscious Processing Sub-conscious Processing Sense Scanner Interpret Autonomic Data processing storage Decide Evaluate Buffer * Continuous activity * Focused activity

7. Needs…A.Maslow (1969) • Basic physiological • Security • Social contact • Self-esteem • Self-actualization • Knowledge • Truth, Beauty

8. Values Systematic development 0-5 years old…basic 6- 16 years old…peer influence 17-22 years old…break from family 22 and beyond…return to basics Family…My mother myself by Nancy Friday, Parental influence Cultural influence…Chris, American Indians Interaction influences…Carol, Wins & Losses

9. Low-Context High-Context Cultural ConsiderationsBeyond Culture, E. T. Hall Southern European, Oriental Past Oriented Dependent Pass on Values Accept responsibility Highly interactive Emphasis on non-verbal communications Message in the medium American, Germanic Future Oriented Independent Emerging Values Pass on blame Stoic Emphasis on verbal communication Message in the words

10. Generational CommunicationsThe Fourth Turning, Strauss and Howe • G.I. Generation, 1901-1924 • Silent, 1925- 1942 • Baby Boomers, 1943-1960 • 13th Generation, 1961-1981 • Millennial, 1982 to present

11. Generations: Attributes G I : Can do generation, team work, WW veterans, retired, Grey Panthers Silent: Mentors, professionals, paucity of outstanding leaders Baby Boomers: Idealist, morally certain, political correctness, reformers, group oriented Generation X: Latch-key heritage, children of divorce, street wise, like the basics, concrete learners Millennial: One parent families, computer literate, multicultural, value women

12. TechnologyIncreased efficiency, but, at a cost! • Cell Phones • Computers • Emails • Conference Calls • Faxed Messages • Cell Phones • Navigation Systems • Instant Messaging • Call Waiting

13. Channels of Communication The Silent Language by Edward Hall GENDER GESTURES WORDS Content… What is said Paralanguage.. How it is said SPACE

14. Females have a tendency to ... be more discriminating use greater specificity be more likely to use hypercorrection use greater variety use intensifiers (very, quite or awfully) use hedges and qualifiers (maybe, perhaps,) use disclaimers (“I know this sounds odd, but” use verbal fillers (hmmm, ahh, ehh) Gender Differences

15. MALES Value independence Emphasize report talk Talk more than women Talk for information Overestimate word power Argue categorically Argue from external data Focus on external events FEMALES Value relationships Emphasize rapport talk Talk less than men Talk for interaction Underestimate word power Argue personally Argue from internaldata Focus on personal data Communication Principles Males and females develop different styles.

16. Males Lecture Seek respect Offer information Focus on content Listen silently Females Listen Seek to be liked Seek understanding Focus on emotions Give feedback as they listen Communication Principles Males and females develop different communicative styles.

17. What could he be thinking?...Michael Gorian • Women’s corpus collosum is 25% larger than men’s…more neuron connections • Women have more serotonin and oxytocin…slows one down, tend/befriend • Men have more testosterone…action vs. words • Men’s language in the left hemisphere…Women’s in seven different areas

18. What could he be thinking?...Michael Gorian • Men use approximately one-half the number of words that women do • Women’s brains don’t rest whereas men’s periodically “zone out” • At any one time, there is 15% more activity in a women’s brain than in a man’s • The cortical area of men’s brains is larger and more developed than women’s. This enhances spatial thinking and abstract reasoning. Men typically focus on the big picture before the details.

19. Gestures • Non-verbal gestures can reinforce verbal messages, negate the verbal message, or not add to what is said. • The professional should use gestures that are consistent with the intended message. For example, when stating, “I’m glad to see you,” demonstrate that you are glad by smiling and offering a hand in greeting.

20. Words Words have inherent meaning. Yet, how they are used impacts what is conveyed. For example, read the following sentences by emphasizing the italicized word: “I didn’t say she stole the money.” “I didn’t say she stole the money.” “I didn’t say she stole the money.” “I didn’t say she stole the money.” “I didn’t say she stole the money.” “I didn’t say she stole the money.”

21. Space Considerations Relative distances: Intimate 18-30 inches Personal 30-48 inches Social 48-72 inches Public 72 + inches Concerns: Confidentiality, Power, Control, Emotional Security The Office: Desk, chair arrangement, Windows, Furniture

22. Interviewing Model • Build a relationship • Diagnose needs and set goals • Generate alternatives • Choose a plan of action • Implement the chosen plan • Evaluate the outcome • Return to the appropriate step as needed

23. Skill Areas • Observation Skills • Pacing/Blending • Listening Skills • Exploring Skills • Focusing Skills • Indirect Suggestion Skills • Challenging /Confronting Skills

24. 1. Scaling 2. Reframing 3. Soliciting Exceptions 4. Future Pacing Quotes Metaphors Communication SkillsFrom Solution OrientedCounseling

25. Considerations: Attractiveness Authority Consistency Distraction Timing Positioning, i.e.. primacy/ recency Reciprocation Reciprocal concessions Scarcity Self-Deprecation Social Proof Contrast PersuasionFoundations: A. Maslow, A. Toffler, R. Cialdini

26. References • Bennett, M.J. (1998). Basic concepts of intercultural communication. • Cialdini, R..B. (1988). Influence: Science and practice (2nd ed.) • Gladwell, M. (2005). Blink • Gladwell, M. (2002) The Tipping Point. • Gurian, M. (2003). What could he be thinking? • Hall, E. ( 1982). Beyond culture. • Hall, E. (1981). The silent language. • Hall, E.T. & Hall, M.R.(1987). Understanding cultural differences. • Lambert, T. (1996). The power of influence. • Maslow, A.H. (1954). Toward a psychology of being. • Pulvino, C.J., Pulvino, C.A. & Lee, J. (2002). Financial counseling: A strategic approach. • Strauss, B. & Howe, N. (1997). The fourth turning. • Tannen, D. (1990). You just don’t understand.