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Communication: The Essential Skill

Human Relations. Communication: The Essential Skill. What is communication?. Human Relations. The process by which we exchange information through a common system of symbols, signs, or behavior. Why do we study communication?. Human Relations.

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Communication: The Essential Skill

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  1. Human Relations Communication: The Essential Skill

  2. What is communication? Human Relations The process by which we exchange information through a common system of symbols, signs, or behavior.

  3. Why do we study communication? Human Relations Because managers and employees are communicators.

  4. Can we ever not communicate? Human Relations • Listening • Reading/Seeing • Body Language

  5. A Model of the Communication Process RECEIVER SENDER Message decoded Message encoded Message “Noise”: culture, values, traditions. Feedback encoded Feedback decoded Feedback Frame of Reference Frame of Reference

  6. The Importance of Feedback Human Relations • When Face to Face: • Ask questions to determine if you have been understood. • Ask the receiver to restate what you have said. • Watch for signs of understanding – nodding; frowning. • Not Face to Face: • Request a written answer to a written message. • Ask when the reply will be coming. • Persist until a response is received from the receiver.

  7. Barriers to Communication Human Relations • Senses • Semantics • Emotions • Expectations • Personality • Prejudice • Changes • Poor organization • Info Overload • Poor Listening

  8. Ten Keys to Effective Listening

  9. Improving Verbal Communication Human Relations • Voice • Word Choice • “I” Phrases • Follow up • Speak up • Choose the right level • Discretion

  10. Improving Written Communication Human Relations • Sentence Length • Wordiness • Organization • Appropriate Tone • Clearly Stated Purpose • Complete • Concise • Correct • Clear

  11. Nonverbal Communication • Messages sent through human actions and behavior rather through words. • Most nonverbal communication is unconscious or subconscious. • Occurs mostly face-to-face. • Three factors in message interpretation. • Verbal Impact: 7 percent. • Vocal Impact: 38 percent. • Facial Impact: 55 percent.

  12. The Ability to Manage Communication Dimensions

  13. Selling Without Words(Nonverbal Communication) Human Relations Visual Communication Expresses a Person’s Feelings and Emotions • Body Language • Includes facial expressions, shifts in posture and stance, and movement of body limbs. • Warning signals that the listener is either not understanding or not accepting the message: • Rubbing the nose • Resting the head in the hands with elbows on the desk • Finger under collar or rubbing back of neck • Crossed arms or legs • Pulling the ear • Leaning back in chair with hands on head

  14. Nonverbal Communication • http://members.aol.com/nonverbal2/entries.htm#Entries

  15. Dutch Soccer Supporter

  16. Proxemics:The physical distance individuals prefer to maintain between themselves and others. Human Relations • It is best to carefully test for the listener’s comfort zone. • Four to twelve feet could be a good distance in which to begin a conversation. • Successful communicators move closer when listener appears to be in agreement. • Comfort zones tend to change with sex, status, or age. • The closest zone should be entered only by invitation or during a handshake.

  17. A Continuum of Channel Richness Electronic mail Formal reports, bulletins Face-to-face talk Disadvantages Impersonal One-way Slow feedback Advantages Personal Two-way Fast feedback Low channel richness High channel richness Advantages Provides record Premeditated Easily disseminated Disadvantages No record Spontaneous Dissemination hard Memos, letters Telephone

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