Communication and Human Relations

2. 7 Communication and Human Relations

3. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communication and Miscommunication Factors of Communication: Attitudes and Values Conscious communication Unconscious communication Sender (Speaker) Receiver (Listener) Timing

4. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail • The need to be a good listener to others is often ignored by people who consider themselves good communicators; what makes people miss so much of what they hear? continued

5. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued POOR LISTENING continued Selective Listening Information Overload

6. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued continued

7. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Listening—and How It Can Fail continued • Improve your communication skills by active listening. • Active listening is listening with greater concentration, less tolerance for distractions, and more feedback for the speaker.

8. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. The Timing of Messages Four Factors in the timing of messages: • Emotional timing • Situational timing • Relevance timing • Filtering

9. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communicating Without Words • Nonverbal communication is also related to communication skills. Much of what people say is expressed by nonverbals. • Nonverbals are ways of communicating without speaking, such as body language and facial expressions.

10. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Nonverbal Communication Nonverbal Signals Mixed Signals—Verbal and Nonverbal vocal pacing and pauses loudness, vocal quality (timbre) pitch in voice silence confidence in use of vocabulary carefulness in listening gestures, arm movements eye contact, eye movements physical appearance, clothing space allowed between speaker and listener touch

11. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Functions of Nonverbal Messages • Showing the speaker’s attitudes and emotions. • Clarifying messages. Nonverbal communication allows you to understand and interpret meaning in context. • Showing the speaker’s reactions to the listener. The difference in a statement’s intensity is obvious to the listener.

12. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Nonverbal Messages About Self-Esteem Strong Communication Skills High Self-Esteem

13. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Gestures and Their Meanings Every gesture you use falls into one of these four categories: • Illustrators • Regulators • Displays • Emblems

14. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Distance Between Speakers • Another area of nonverbal communication is called proxemics, or distancing. • This is the distance of physical space that you maintain between other people and yourself. continued

15. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Distance Between Speakers continued The Zones of Distances

16. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. Communicating in an Organization Organizational Communication • Informal dimensions: • The grapevine • The rumor mill • Formal dimensions: • Vertical communications • Horizontal Communications

17. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. International and Intercultural Communication • Every year, more and more companies open overseas offices, and multinational corporations now account for nearly half the world’s assets. continued

18. McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved. International and Intercultural Communication continued • Anthropologist Edward T. Hall has identified different cultures as being high-context and low-context. • A high-context culture is one in which the social context surrounding a written document is far more important that the document itself. • A low-context culture is one in which a written agreement such as a contract can be taken at face value.

19. Strategy for Success 7.1:Become a Better Listener • Stop talking. • Get rid of distractions. • Try to enter into the speaker’s reality. • Use pauses for reflecting. continued

20. Strategy for Success 7.1:Become a Better Listener continued • Listen for main ideas. • Give feedback. • Listen for feelings as well as for facts. • Encourage others to talk.

21. Strategy for Success 7.2:Practice High-Context Communication • Recognize that people in high-context cultures need to know hoe to put you into the context, to help them understand you better. • Speak slowly and clearly. continued

22. Strategy for Success 7.2:Practice High-Context Communication continued • Sprinkle your conversation with at least a few words and expressions from your listener’s native language. • Be careful about your nonverbal signs.

23. 7 End of Chapter 7