5.Communication Malfunctions

8/12/2019 5.Communication Malfunctions

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Ace Institute. of Management


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Communication Malfunctions

Communication can be imperfect

Infiniteness and complexity of the reality

Symbols of communication imperfect & theyloosely fit the reality

Unique and different perception

Thus, malfunction exist in our communication.

Communication malfunctions- a pattern of Lg

Result from the language imperfection


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Five Communication Malfunctions

Two Valued Thinking

Fact Inference Confusion

The Blocked Mind

The Static Viewpoints

Failure to Discriminate


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1. Two Valued Thinking

Either/or

Deeply entrenched in our culture

Exists when we consider two possibilities in asituation

Accepts no middle ground


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The true dichotomyTwo valued thinking can describe some

situations correctly sometimes

Fits the reality

Common in business situation. E.g. either tobuy or not to buy

BC frequently reports information ineither/or


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Multi valued situationsNot all situations are two valued

Situations with value between two extremepositions

Reporting multi value situation in two valuethinking is incorrect

It is lack of thinking & inaccurate reporting


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The danger involvedTwo valued situations always do not fit into the

reality

Use only when appropriate: simplifycommunication and make it understandable

Mention the values that exist between two

extremes in case you express multi valuedsituation in two valued thinking


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Value specific referenceOvercome two valued thinking by

Being aware of the problem

Using words precisely

Using quantitative measures

Using middle ground words

More qualifying words


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Application in business communication

Two valued thinking-possible in business

True dichotomy can and do exist

But compromise decision and consider otheralternatives possible

Existence of middle ground positions is possible

in business

Two valued thinking applies to reports, lettersand speaking in business


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2. Fact Inference ConfusionWe communicate on the basis of experiences

as they fit reality.

But, factual communication may not bepossible.

We need to infer and inference might go

wrong.

Wrong inference causes miscommunication


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Need for inferences

An essential factor of communication.

No inference-no communication.

Limiting all comments to factual materials;

makes communication dull and difficult.

Required for interpretations, predictions andevaluation.

Inference required for survival though it involvessome risk.

To live we must calculate risk and make

inferences.


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Effect on communicationSource of human miscommunication.

Do not infer from the facts that we perceive.

Do not treat your inferences as if they were facts.

Failure to see the reality causesmiscommunication

Inferences are not facts of reality.

Communication involving inferences hasprobability of being untrue.


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Calculating the probability

We can reduce communication hazards caused byinferences by

Being aware of the inferences that we make.

Calculating the probability of our correctness.

Being aware that our inferences can go wrong.

Being aware of the nature of the reality andchecking inferences against it.


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Importance in business communication

Fact-inference confusion is a problem.

Be aware of it in report writing.

Report writers must emphasize the facts andtheir meaning.

Report writers can infer but they must computethe probable correctness of their inferences.

They must look with extreme care at the reality

represented.


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3. The Blocked Mind

Refers to the condition in which we are close tothe reality but considering only limitedinformation.

So communication efforts become partiallycorrect.

A result of opinions, attitudes and beliefs.

Our minds tend to ignore information that arecontrary to our viewpoints.


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A result of allness

Our tendency to judge the whole by a part is acause of blocked mind.

An attitude of implying that what we know orsay about something is all there is to know orsay about it.

Reality is infinite so knowing all aboutsomething is impossible.


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Result of allness contd...

Concentrating just on single characteristic whileyou are communicating is not enough.

Beliefs that the single characteristic is the wholeis miscommunication.

Make limited references but they should notblock our mind.

Be careful with selecting one characteristic also,as it forms stereotypes.


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Extreme effects of the blocked mind

Prevents us from good communication.

A fact: we all live with extreme viewpoints and theattitude of allness!!!

Dogmatism and know-it-all results from blockedmind.

Adamant attitude is caused by blocked mind.

Most arguments stem from the blocked minds:parties in an argument usually defend their blockedminds rather than listen.


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Unblocking the mindUnblock your mind to communicate better.

Question your viewpoints; check them againstreality.

Be aware of the nature of reality, avoid theattitude of allness.

Select some of the details of the reality and omitothers.


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Not being aware of blocked mindedness

causes disaster in letter writing, reportwriting and in oral communicationsituation.

A wrong decision reached because of a

blocked mind can be costly to business.


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4. The Static Viewpoints

Failure to consider the fact that realitychanges causes miscommunication.

Communication must reflect changes in

reality.

Have up-to-date references of people andplaces because the reality changes though the

symbols remain unchanged.


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The static viewpoints in business

communicationBe aware of the fact that reality changes; its

never static but symbols might remainunchanged.

Failure to address the changes in realitymay cause errors in all form ofcommunication.

Written and oral communication inbusiness must reflect time changesotherwise miscommunication will occur.


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5. Failure to Discriminate

Tendency to see similarities rather thandifferences in reality: source of

miscommunication.

It is contrary to the nature of things.

Our language, built on broad categories,has contributed to view similarities.


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Miscommunication from stereotypes

Focus on similarities forces us to formstereotypes.

Stereotypes totally not true; there exist manydifferences.

We hold many stereotypes but all distortreality.

Stereotypes in communication replace reality.


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Judgment by Category

Making common judgments to cover allthings within a category

Such judgments are based on

very limited and superficial observation and

an extreme form of failure to makediscrimination

Most category judgments result from limitedobservation and emotional reaction

Being more rational might help to finddifferences within a category


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Extreme judgments are

incorrect!!!They miscommunicate!


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Discrimination failure and Business

CommunicationAwareness of discrimination failure helps havebetter communication.

Use stereotypes with caution in letters inbusiness.

Select words that will create effect.

In oral and written reporting - search thedifferences, analyze them and reach conclusionfrom their analyses.

The process of seeing differences is important.

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5.Communication Malfunctions