Experiencing Communication in Today’s Technology-Enabled World (3)

1. Experiencing Communication in Today’s Technology-Enabled World (3)

2. CAUSES OF MISCOMMUNICATION (Intro) • Inferences • Word-Meaning Confusion • Differing Perceptions • Information Overload and Timing • Nonverbal Messages • Noise • Listening • Personality Differences • Gender Differences • Intercultural Differences

3. CAUSES OF MISCOMMUNICATION (4) • Information Overload and Timing The global nature of today’s business is enhanced by technology that allows individuals to communicate ………………………………………………………… business normal hours. … ………………………………………………………… capacity to handle and process these communications - ………………………………………………………… Vs ………………………………………………………… (Tip: Keep your communications …………………………………………………………and to the point) !

4. CAUSES OF MISCOMMUNICATION (5) • Nonverbal Messages = Communication ………………………………………………………… words ……………………………… % of the total impact of any given message occurs from non-verbal factors - - Listen to the message “………………………………………………………… the lines” Verbal Vs Nonverbal[which one to believe?] - - Assessment of NV behaviour - -Non-Verbal communication can be divided into categories, such as …………………………………………………………, ………………………… placement, posture, hand and body gestures, …………………………………………………………expressions and movement, ……………………………………………quality, clothing, …………………………………………, …………………………………………………………, etc.

5. CAUSES OF MISCOMMUNICATION (6) • Noise Can ……………………………………………………… with every aspect of the communication process ------------------------------------------------------------------------------------ External Vs Internal   comes from your comes from …………………………………………………………………………………………………………………… ------------------------------------------------------------------------------------

6. CAUSES OF MISCOMMUNICATION (7) • Listening - - Most people use only about ……………… % of their listening potential - - Rates of speaking: ……………… wpm / Rates of Listening ………………-500 wpm ---------------------------------------------------------------------------------------- Listening Vs Hearing   …………………………………………………………………………………………………………………… process process ---------------------------------------------------------------------------------------- Have you got good listening skills? 6 guidelines to improve your listening skills

7. CAUSES OF MISCOMMUNICATION (7a) Do you: • look out the window or at your watch while someone talks? • continue to work during the conversation? • appear rushed during a conversation? • walk away from a person who is speaking? • continually play with pens, papers and other items? • finish another person’s sentences? • answer incoming phone calls? • insert humorous remarks in response to serious problems? • look at a person other than the individual speaking? (Longenecker and Liverpool, 1988) …………………………………………………………LISTENING SKILLS

8. CAUSES OF MISCOMMUNICATION (7b) 6 GUIDELINES TO IMPROVE YOUR LISTENING SKILLS 1)…………………………………… at the person speaking to show interest 2) Ask questions to help …………………………………… what the speaker said 3) Don’t …………………………………… the speaker without reason 4) Don’t …………………………………… the …………………………………… because the speaker may have not thoughts on the new subject 5) Control your …………………………………… about the subject matter 6) Be …………………………………… and let the speaker know he or she has communicated effectively (Hamilton and Klenir, 1989)

9. CAUSES OF MISCOMMUNICATION (8) • Personality Differences - - We are a combination of ……………………………………and …………………………………… - - People respond based on their preferred ……………………………………………………………………………. - - See Dalton’s (2000) behavioural types: • Commanders(TIP: avoid any talk of feelings, focus on the desired outcome, don’t tell them what to do) • Drifters(TIP: keep the communication exchange short, let them know you value their ‘out of the box’ thinking) • Attackers(TIP: let them know that you appreciate their resilience + willingness to do tasks – indirect approach) • Pleasers(TIP: the sandwich approach: provide constructive feedback in between 2 positive comments) • Performers(TIP: indirect approach) • Avoiders(TIP: don’t threaten them, assure them that their jobs aren’t at risk, give detail instructions in writing) • Analyticals(TIP: talk with examples, show respect for the details they bring forth, show you can rely on them) • Achievers(TIP: validate their objectivity and ability to interact with all behavioural styles)

10. CAUSES OF MISCOMMUNICATION (9) • Gender Differences - - Women and men see the world ……………………………………………… they grow up in different worlds, they have different habitual ways of saying what they mean. in general: tend to ask more Qs, attach tag Qs at the end of statements, emphasize feelings and emotions rather than tasks, are better at decoding NV cues, are seen as more supportive of others, work harder to maintain discussions, tend to be indirect with their speech patterns, are touched more, receive less praise and attention. in general: talk more often and longer, answer more Qs, interrupt more often, stop conversations by responding with ‘um’ or ‘uh-huh’, talk primarily about task-related topics, speak directly, use sports and military language and expect others to use this language, focus on goals, plans or accomplishments, are considered by others to be more credible and authoritative, are more likely to be offered interviews based on their CV

11. CAUSES OF MISCOMMUNICATION (10) • Intercultural Differences Individuals from different cultures bring different ……………………………………, …………………………………………………………………………, and languages to the workplace. • -> CP becomes even harder! - To be successful in business dealings, you must: - be ……………………………………and …………………………………… - use ……………………………………language - interpret ……………………………………communication - value …………………………………… (see BOX1.3, p.24 International Communication Tips)

12. CONCLUSION Overall: - Communication is a …………………………………… , not an …………………………………… - As a …………………………………… – you must strive to transmit messages your receiver can correctly understand - As a …………………………………… , you must realise the importance of listening - Face-to-face communication is the …………………………………… vehicle - Although technology continues to change, …………………………………… will determine the future… The written word, judgment, and common sense will never be …………………………………… by …………………………………… !

13. Coming-up next class!!! Writing for the Business World Electronically and on Paper