MGT 674 Employee Relations Management

1. MGT 674 Employee Relations Management Ajaya Mishra

2. Session 8 COMMUNICATIONS …. And Interpersonal Communications

3. Basic Ideas on Communication … • Is there a sound in the forest if a tree crashes down and no one is around to hear it ? • One can communicate only in recipient’s language or in his terms. • We receive what we expect to perceive, we see what we expect to see and we hear what we expect to hear … Largely • The human mind resists vigorously any attempts to make it change in mind .

4. Importance …

5. What ? • Communication is an interaction between two or more people. • Listen to the other person • Interpret what is being said • Respond in an understandable way

6. Elements in Communication … Encoding Message Transmittedon medium Receiverdecodes Sender Receivercreatesmeaning Noise Sourcedecodes Transmittedon medium Message Encoding

7. Communication is more than just verbal… • Nonverbal communication • Words account for only 7% of emotional impact of a message • Voice tones- 38% • Facial Expressions- 55%

8. STATISTICAL VIEW OF OMMUNICATION • 70% of our communication efforts are: • Misunderstood • Misinterpreted • Rejected (not accepted) • Disliked • Distracted • Not heard at all • (in spite of the same language and same culture!) • Only 30% is effective!

9. IMPORTANT SKILLS TO BE SUCCESSFUL IN ORGANIZATIONS • Communication 4.94 • Teamwork 4.72 • Leadership 4.60 • Critical Thinking 4.57 • Personal Management 4.52 • Creativity 4.08 (On a scale of 1 to 5; 1 being least useful and 5 being most useful)

10. FREQUENCY OF SKILLS USE IN ORGANIZATIONS • Communication 4.91 • Teamwork 4.73 • Personal Management 4.51 • Critical Thinking 4.47 • Leadership 4.46 • Creativity 3.95 • Technical/Scientific 3.91 • Social Responsibility 3.89 (On a scale of 1 to 5; 1 being least useful and 5 being most useful)

11. Forms of Communication … Verbal / Oral : Expressed through words / voice Non Verbal: Expressed through body language, dress and personal grooming Written : Expressed through Letter, Memo, Reports etc. Visuals: Movies, Documentaries …

12. Barriers to of Effective Communication • Personal barriers: • Your style and character (rude, polite, shy, etc.) • Preparation & presentation • Lack of clarity (pronunciation, pitch, etc.) • Lack of credibility • Timing • Jargon and pronunciation • Sender’s speed of thought • Receiver s not prepared • Information overload • Not repeating and important point • Meeting in the evening • Distractions

13. Organizational barriers: • Culture • Environment • Size • Structure • Pace of activity • Process barriers: • Channel/medium • Irrelevant information • Lack of proper response • Absence of feedback • Inappropriate questions • Information overload

14. Other Barriers … • Physical Barriers: pertain to the physical distance between people communicating • Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate

15. In order to communicate effectively you must do the following: • Identify your communication style • Identify problematic situations • Given you have some areas that could be improved… • Practice changing your communication skills

16. Different Communication Styles • The Aggressive Style. Fighting, accusing, and threatening characterize this style. • The Passive Style. Acceptance, unconditional with others’ demands, and being “walked on” by others characterize this style. • The Passive Aggressive Style On the surface these individuals appear to be following the passive style. Hidden beneath the surface, however, these people act in an aggressive way.

17. The Assertive Style. • This style is characterized by balance. Balance in the expression of feelings, self-pride, and self-regard, while at the same time being considerate of others. Through direct communication, you demonstrate respect for your rights and the rights of others. The advantage of assertiveness is that you can compromise so that you can get what you need and want.

18. Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Direct and unambiguous language; No attributions or evaluations of others’ 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

19. Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs. Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Taking advantage of others; Expressive and self-enhancing at others’ expense. Aggressive

20. Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”). Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Encouraging others to take advantage of us; Inhibited; Self-denying. Nonassertive

21. Patterns of Distortion in Upward Communication Situational Antecedents • Supervisor’s upward influence Increased distortion because employees send more favorable information and withhold useful information. Low High 2. Supervisor’s power Low Increased distortion because employees screen out information detrimental to their welfare. High 3. Subordinate’s aspiration for upward mobility Less accuracy because employees tend to pass along information that helps their cause. Low High Sources of Distortion in Upward Communication

22. 7 Cs of Effective Communication 1. Completeness 2. Conciseness 3. Consideration 4. Concreteness 5. Clarity 6. Courtesy 7. Correctness

23. COMPLETENESS • Ensure that you provide all required information • Answer all questions asked as far as possible • Always give something extra, where applicable and desirable Examples: Incomplete: Please fax me the departure from New Delhi to Frankfurt on the 6th of this month. Incomplete: Why was my request for additional furniture for my office not responded to?

24. CONCISENESS • Do not use wordy expressions • Always use only relevant material • Do away with unnecessary repetition Examples: Wordy : At this time Concise: Now Wordy : Due to the fact that Concise: Because Wordy : Have a need for Concise: Need Wordy : In due course Concise: Soon Wordy : Allow me to say how helpful your response was. Concise : Your last response was helpful.

25. CONSIDERATION • - Focus on “you” instead of “I” or “we”. • - Demonstrate audience benefit or interest in the receiver. • - Ensure that you emphasize positive, pleasant facts while you speak. Examples: Insensitive: You failed to enclose your cheque in the envelope. Consideration: The cheque was not enclosed. (passive voice)

26. CONCRETENESS • - Use specific facts and figures from reliable sources. • - Put action into verbs. • - Choose vivid, image-building words. Examples: Vague, general, and indefinite: Eastern Europe is making progress in getting investments. Concrete, precise: In 1990, investments in Eastern Europe were about US$30 million; today, that figure has increased by 12%.

27. CLARITY • Use precise, concrete, and familiar words. • Construct effective sentences & paragraphs, with right emphasis. Examples: Unfamiliar: After our perusal of pertinent data, the conclusion is that a lucrative market exists for the subject property. Familiar: The data we studied show that your property is profitable and in high demand.

28. COURTESY • - Be sincerely tactful, thoughtful, and appreciative. • - Use expressions that show respect. • - Choose non-discriminatory expressions. Examples: Tactless, blunt: I rewrote that letter three times; the point was clear. Tactful: I’m, sorry the point was not clear; here is another version. Avoid expressions such as: I do not agree with you; obviously you overlooked; we don’t believe.

29. Correctness • - Use the right level of language. • - Always check the accuracy of facts, figures, and words. Examples: Use: Think instead of deem; question instead of interrogate; stolen instead of stoled.

30. Categories of Non-Verbal Messages • Environment • Interpersonal Distance • Posture • Gestures • Facial Expressions • Voice Quality • Personal Appearance

31. Skills and Best Practices: Advice to Improve Nonverbal Communication Skills Positive Nonverbal Actions Include: • Maintain eye contact. • Nod your head to convey that you are listening or that you agree. • Smile and show interest. • Lean forward to show the speaker you are interested. • Use a tone of voice that matches your message

32. Advice to Improve Nonverbal Communication Skills (cont) Negative Nonverbal Actions Include: • Avoiding eye contact and looking away from the speaker. • Closing your eyes or tensing your facial muscles. • Excessive yawning. • Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice) • Speaking too fast or too slow.

33. Listening Styles Results-style:Interested in the bottom line or result of a message. Reasons-style:Interested in hearing the rationale behind a message. Process-style:Likes to discuss issues in detail.

34. The Keys to Effective Listening

35. The Keys to Effective Listening (cont)

36. Gender Differences • Women • Prefer conversation for rapport building • Want empathy, not solutions • Are more likely to compliment • Emphasize politeness • More conciliatory

37. Gender Differences • Men • Talk as a means to preserve independence and status by displaying knowledge and skill • Work out problems on an individualized basis • Are more directive in conversation • Are more intimidating • Call attention to their accomplishments • Tend to dominate discussions during meetings

38. Let’s Summarize… • Most of our stress today comes from interpersonal difficulties. • Many of these stresses involve failure to communicate effectively. • Communication styles that can lead to problems are: the aggressive style, the passive style, and the passive-aggressive style. • Assertiveness is the only style that allows both parties to compromise in order to get something each wants. • Assertiveness involves regarding your own rights as well as the rights of others, seeking compromise, and clearly communicating your feelings and desires.

39. WISHING YOU A VERY HAPPY DASHAIN AND TIHAR …