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1
Problem solving and Communication
• Types
• Impersonal– Written– E-mail
• Interpersonal– Talk / Telephone– Meeting– Informal
2
Sender Filters
Semantics
Emotions
Attitudes
Role Expectations
Gender Bias
Non Verbal Messages
Receiver Filters
Semantics
Emotions
Attitudes
Role Expectations
Gender Bias
Non Verbal Messages
Sender ReceiverMessage
Feed Back
3
Semantics
• Words do not mean the same
• Abstract terms give different meanings
• Reasons may be many– Attitude– Back ground– Experience– Culture
4
Emotions
• We have no Control on them
• They cause Bias
• Content Vs Message
• Anger causes anger
• Fight ensues
• Deal with Emotions
5
Attitudes
• Beliefs backed by Emotions• Alter the way the message is heard• Reasons can be many
– Voice – Accent– Gestures– Mannerisms – Dress– Delivery Etc
6
Roles
• Boss
• Customer
• Employee
• Position Power
• One way information
• Difficult relations
7
Gender Bias
• Message twisted
• Listening
• Reaction
• Feedback
• Different Topics
• Wavelengths
8
Non Verbal Messages
• Body language
• Consistency
• Contradiction
• Eye contact
• Facial feelings
• Gestures
9
In an Organisation
• We have common Goals• Plan, Execute, Evaluate• Men and Material• Team and Network• Attitude and personality
•Downward
•Upward
•lateral
10
Problem Solving and Behavior
• What you do and say cause impressions
• Inner thoughts are not known
• Knowing the styles will help!!
• No style is inferior• Dealing is important
11
Styles
• Individuals differ• Impressions last• Both are stable• Only small number of
styles exist• Intuitor, thinker,
feeler,and sensor• Judgments according
to styles
12
Bias
• Age discrimination• Gender• Style bias• Other style is
uncomfortable• Same style is
misunderstood• Be aware of the style!
13
Dominance and Sociability
• Where are we?• Which is the ideal
place?• Which is the ideal
style?• How do we know?
14
Your behavior Style
•Emotive
•Director
•Reflective
•Supportive
15
Your BEHAVIOUR Style?
• Take the Indicators and plot your position
• Let your partner plot your style
• Compare and identify the style
• High or Low Dominance
• High or Low Sociability
16
17
Supportive Style
• Pays attention• Friendly
Thoughtful decisions • Attempts to win• Agrees with everyone• Seeks reassurance• No strong stands• Apologises a lot
18
Director Style
• • Serious • • Strong opinions• • Indifferent • Determined to come out on top• Will not admit being wrong• Cold and no feelings in dealings• Uses dogmatic phrases
– “never” You Can’t”
• Talks with airs• Looks down on people
19
Emotive Style
• Action oriented• • Informal • • Persuasive • Expresses highly emotional pinions• Outspoken• Can be offensive also • seems unwilling to
listen to others’ views• Exaggerated gestures
and facial expressions
20
Reflective Style• Formal and controlled• Quiet and aloof• systematic• Tends to avoid taking
decisions• Seems overly
interested in details• Very still and formal
in dealing with others• Avoids displaying emotions
21
To the Emotive Style
• Build social and business relationships
• Display interest in other’s ideas, interests and experiences
• Don’t stress on details• Go for fast
inspirational talk
22
To the Director Style
• Be specific, brief and to the point
• Use time effectively• Present the facts
logically• Be prepared to face
questions• Disagree with the
issue not the person
23
To the Reflective Style
• Be well organised• Systematic approach
to life• Be straight forward• Get to business
quickly• Be accurate and
realistic with information
24
To the Supportive Style
• Show interest in the person
• Draw out views and goals
• Listen and respond to the needs
• Present views in quiet manner
• No pushing