Communicating with others:Communicating with others:Understanding the processUnderstanding the process

First there is the First there is the SPEAKER– this is the SPEAKER– this is the person who is sending out person who is sending out the messagethe message

It could be you explaining a It could be you explaining a new IT systemnew IT system

It could be your client telling It could be your client telling you they do not understand you they do not understand something.something.

Understanding the process (cont.)Understanding the process (cont.) Second, there is the Second, there is the

MESSAGEMESSAGE

This is whatever the speaker This is whatever the speaker communicates. communicates.

1.1. It can be YOU with instructions on It can be YOU with instructions on operating a system correctly. operating a system correctly.

2.2. It can be the client who has a list It can be the client who has a list of issues to report.of issues to report.

3.3. Whether it is you or the client who Whether it is you or the client who initiates the process, there initiates the process, there needs to be proper tone, needs to be proper tone, appearance, gestures, facial appearance, gestures, facial expression and eye contact to expression and eye contact to convey non-verbally what you are convey non-verbally what you are trying to say verballytrying to say verbally

Understanding the process (cont.)Understanding the process (cont.)

CHANNELCHANNEL

This means the way in This means the way in which your message is which your message is communicated. When communicated. When you pick up a phone to you pick up a phone to call a friend, this is call a friend, this is channeling. channeling.

Examples of other kinds of Examples of other kinds of channeling are texting, channeling are texting, emails, face-to-face, web, emails, face-to-face, web, etc. etc.

Understanding the process (cont.)Understanding the process (cont.)

LISTENINGLISTENING

This is the person or persons This is the person or persons who receive the who receive the communicated messagecommunicated message

This receiver (the person who This receiver (the person who should be listening), whether should be listening), whether it is you or the client, has to it is you or the client, has to be actively listening for the be actively listening for the process to work successfully.process to work successfully.

Understanding the Process (cont.)Understanding the Process (cont.)

1. Speaker

2. Message3. Channel

4. Listener

Understanding the processUnderstanding the process (other things you should know about communication)(other things you should know about communication)

Many things can interfere with Many things can interfere with communication. Here are a communication. Here are a few:few:

FEEDBACK: This is usually a FEEDBACK: This is usually a non-verbal message sent from non-verbal message sent from the listener to the speaker. the listener to the speaker. EXAMPLES: Listener makes no EXAMPLES: Listener makes no

eye contact; slumps in chair; eye contact; slumps in chair; yawns a lot; taps pencil or yawns a lot; taps pencil or doodles; leans head into handdoodles; leans head into hand

Listeners may look confused or Listeners may look confused or unconcerned unconcerned

Understanding the processUnderstanding the process (other things you should know)(other things you should know)

INTERFERENCE – This is INTERFERENCE – This is anything that can impede the anything that can impede the communication of the message. communication of the message. In business, there are two In business, there are two obvious kinds of interference:obvious kinds of interference: EXTERNAL: traffic noise; people EXTERNAL: traffic noise; people

talking in the office or hall; coughing; talking in the office or hall; coughing; cold or hot room temperatures, cold or hot room temperatures, talking; cell phone ringstalking; cell phone rings

INTERNAL: Listener is sick; has leg INTERNAL: Listener is sick; has leg cramp; has to go to the bathroom; cramp; has to go to the bathroom; romance problemsromance problems

Let’s talk about listeningLet’s talk about listening

ListeningListening

HEARING is defined as the vibration sound HEARING is defined as the vibration sound waves on the eardrums and the firing of waves on the eardrums and the firing of electrochemical impulses in the brainelectrochemical impulses in the brain

LISTENING is defined as paying close attention LISTENING is defined as paying close attention to and making sense of what we hear.to and making sense of what we hear.

NOTE: Listening is important and most companies believe strong NOTE: Listening is important and most companies believe strong listening skills rank as high as writing and speaking skills. People listening skills rank as high as writing and speaking skills. People spend more time listening than doing any other communicative spend more time listening than doing any other communicative activity.activity.

ListeningListeningWhat kind of listener are you?What kind of listener are you?

There are four kinds of listeners:There are four kinds of listeners:1.1. Appreciative ListenerAppreciative ListenerThis is listening for pleasure or enjoyment as when This is listening for pleasure or enjoyment as when

we listen to music, to a comedy routine or to we listen to music, to a comedy routine or to an entertaining talkan entertaining talk

2. 2. Empathetic ListenerEmpathetic ListenerThis is listening to provide emotional support for a This is listening to provide emotional support for a

speaker as when a psychiatrist listens to a speaker as when a psychiatrist listens to a patient or when we lend a sympathetic ear to a patient or when we lend a sympathetic ear to a friend in distressfriend in distress

ListeningListeningWhat kind of listener are you?What kind of listener are you?

3. 3. Comprehensive ListenerComprehensive ListenerThis is a listener who understands the message of This is a listener who understands the message of

a speaker, as when we attend a classroom a speaker, as when we attend a classroom lecture or listen to directions on how to get lecture or listen to directions on how to get someplace.someplace.

4. 4. Critical ListenerCritical ListenerThis person evaluates the message for purposes This person evaluates the message for purposes

of accepting or rejecting it as when we listen to of accepting or rejecting it as when we listen to the sales pitch of a used car salesperson, the the sales pitch of a used car salesperson, the campaign speech of a politician or the closing campaign speech of a politician or the closing arguments in a trial.arguments in a trial.

Poor ListeningPoor Listening

So what kind of listener are you?So what kind of listener are you?While you are thinking about that, let’s look at four While you are thinking about that, let’s look at four

causes of poor listening:causes of poor listening:1.1. Not concentratingNot concentratingWe can talk 120 to 150 words per minute but our We can talk 120 to 150 words per minute but our

mind can process 400 to 800 words per minute mind can process 400 to 800 words per minute so we have spare brain time. Although this so we have spare brain time. Although this may seem like a good thing, it actually works may seem like a good thing, it actually works against us. We begin to think about other against us. We begin to think about other things and then we loose track of what the things and then we loose track of what the speaker is saying.speaker is saying.

ListeningListening

2. 2. Listening too hardListening too hard

These are people who These are people who listen to every word listen to every word the someone says. In the someone says. In an effort to remember an effort to remember everything, we end up everything, we end up confusing the facts confusing the facts and important things and important things the person who is the person who is talking wants us to talking wants us to know.know.

Poor ListeningPoor Listening3. 3. Jumping to ConclusionsJumping to ConclusionsThis is a two-parter:This is a two-parter:

Listeners sometimes assume they Listeners sometimes assume they know the answers or comments before know the answers or comments before they are said and in doing so, miss the they are said and in doing so, miss the point point

Another way is to prematurely reject a a Another way is to prematurely reject a a speaker’s ideas as boring or speaker’s ideas as boring or misguided. (You are there to fix an IT misguided. (You are there to fix an IT problem and the speaker goes on and problem and the speaker goes on and on about their opinion of what is wrong on about their opinion of what is wrong – you may jump to conclusions and – you may jump to conclusions and pre-judge the speaker and their pre-judge the speaker and their message)message)

Poor Listening (cont.)Poor Listening (cont.)

4. Focusing on delivery or appearance4. Focusing on delivery or appearanceWe are a society that judges a book by its cover. Some of We are a society that judges a book by its cover. Some of

us may look at the person who is talking and determine us may look at the person who is talking and determine they are not worth listening to because of how they dress they are not worth listening to because of how they dress or look. We may also find their delivery boring, funny or or look. We may also find their delivery boring, funny or poor. Focusing on these things causes us not to listen to poor. Focusing on these things causes us not to listen to the message which may be very good and important.the message which may be very good and important.

EXAMPLES: Imagine not listening to Chris Farley, John EXAMPLES: Imagine not listening to Chris Farley, John Goodman or Kevin James because they are large. Or Goodman or Kevin James because they are large. Or how about not listening to Oprah Winfrey, Alicia Keys or how about not listening to Oprah Winfrey, Alicia Keys or Jackie Chan because they are minorities.Jackie Chan because they are minorities.

How you should listenHow you should listen Here are some tips on being a better Here are some tips on being a better

listener:listener: Take listening seriouslyTake listening seriously (We aren’t (We aren’t

born good listeners, it is a skill we must born good listeners, it is a skill we must work at and improve)work at and improve)

Be an active listenerBe an active listener – give your – give your undivided attention to the speakerundivided attention to the speaker

Resist distractionsResist distractions Don’t be diverted by appearance or Don’t be diverted by appearance or

deliverydelivery

Listening (tips cont.)Listening (tips cont.)

Suspend judgment (wait Suspend judgment (wait until the person is done to until the person is done to make up your mind)make up your mind)

Focus your listening on Focus your listening on main points; listen for main points; listen for evidence and listen for evidence and listen for techniquetechnique

Develop note-taking skillsDevelop note-taking skills

Let’s take a listening surveyLet’s take a listening survey

You have to work at being a good listener. You have to work at being a good listener. In business and technology, you need to In business and technology, you need to

pay attention to instructions from your pay attention to instructions from your manager, from the client or from co-manager, from the client or from co-workers. workers.

This survey will give you an idea of what This survey will give you an idea of what kind of listener you are.kind of listener you are.

TAKE 10 MINUTES to do the survey.TAKE 10 MINUTES to do the survey.

MulticulturalismMulticulturalismSome points to ponderSome points to ponder

There are 215 nations There are 215 nations in the world and there in the world and there is someone from each is someone from each one of them living in one of them living in the United Statesthe United States

New York City has New York City has 170 distinct ethnic 170 distinct ethnic communitiescommunities

More than 32 million More than 32 million people in the US people in the US speak a language speak a language other than English in other than English in their homestheir homes

MulticulturalismMulticulturalism

We just can’t assume We just can’t assume everyone is the same.everyone is the same.

As future IT specialists As future IT specialists of the world, we have of the world, we have to realize the diversity to realize the diversity in front of us.in front of us.

Not only do we need to Not only do we need to recognize different recognize different cultures but also cultures but also different abilities.different abilities.

EthnocentrismEthnocentrismEthnocentrismEthnocentrism is the belief that our own is the belief that our own

group or culture is superior to all other group or culture is superior to all other groups or cultures.groups or cultures.Ask yourself these questions:Ask yourself these questions:

Are you better than someone who is Asian, Are you better than someone who is Asian, Nigerian or Hispanic?Nigerian or Hispanic?

Are you better than someone who has less Are you better than someone who has less money or personal possessions than you?money or personal possessions than you?

Are you better than someone who has a Are you better than someone who has a hearing, sight, mobility or size problem?hearing, sight, mobility or size problem?

EthnocentrismEthnocentrism

Ethnocentrism is not just about us as Ethnocentrism is not just about us as individuals. Look around and ask:individuals. Look around and ask:

What is the normal work week?What is the normal work week?What calendar do schools and colleges What calendar do schools and colleges

follow?follow?What holidays do most people observe?What holidays do most people observe?Do airports, malls and athletic complexes Do airports, malls and athletic complexes

consider those who have difficulty consider those who have difficulty walking?walking?

Ethnocentrism (cont.)Ethnocentrism (cont.) Can everyone climb steps? Can everyone climb steps? Does “one size fit most”?Does “one size fit most”? Do restaurants accommodate diabetics, lactose Do restaurants accommodate diabetics, lactose

intolerant people, those with gluten or shell fish intolerant people, those with gluten or shell fish allergies? How many menus are in Braille?allergies? How many menus are in Braille?

As IT professionals, you need to be able to As IT professionals, you need to be able to design to meet accommodations of others, design to meet accommodations of others, whether there are language, physical or mental whether there are language, physical or mental barriers in front of you. You do this by making barriers in front of you. You do this by making that human connection.that human connection.

EthnocentrismEthnocentrism

Let’s talkLet’s talkTell me what Google has done to address Tell me what Google has done to address

ethnocentrismethnocentrismHow have phone companies addressed How have phone companies addressed

differences in peopledifferences in peopleHow has educational institutions recognized How has educational institutions recognized

such issues.such issues.

EthicsEthics ETHICS ETHICS is defined as the discipline dealing with what is defined as the discipline dealing with what

is good and bad and with moral duty and obligationis good and bad and with moral duty and obligation2 a2 a :: a set of moral principles or values a set of moral principles or values bb :: a theory or system of moral values <the present- a theory or system of moral values <the present-day materialistic day materialistic ethicethic> > c:c: plural but singular or plural in constructionplural but singular or plural in construction :: the the principles of conduct governing an individual or a principles of conduct governing an individual or a group <professional group <professional ethicsethics> > dd :: a guiding philosophy a guiding philosophy

SOURCE: Merriam-Webster Online DictionarySOURCE: Merriam-Webster Online Dictionary

Ethics as IT professionalsEthics as IT professionals

You should be fully prepared to give You should be fully prepared to give honest and truthful reports of work that is honest and truthful reports of work that is your own and credit that which is not yoursyour own and credit that which is not yours

You should always consider the needs of You should always consider the needs of the people who use the systemsthe people who use the systems

You should not assume different cultures You should not assume different cultures are more or less capable in what they do are more or less capable in what they do and treat all people the sameand treat all people the same

Ethics as IT professionalsEthics as IT professionals

You should not plagiarize or steal the work of You should not plagiarize or steal the work of othersothers GlobalGlobal – stealing your entire proposal or idea and – stealing your entire proposal or idea and

passing it off as your ownpassing it off as your own PatchworkPatchwork - Stealing from two or three sources - Stealing from two or three sources IncrementalIncremental – When you fail to give credit for parts of – When you fail to give credit for parts of

what you dowhat you do

Ethics in ListeningEthics in Listening

Yes, you must be ethical when you listen Yes, you must be ethical when you listen as wellas well

Don’t pre-judge someone (a colleague, Don’t pre-judge someone (a colleague, manager, designer or client) based on manager, designer or client) based on ethnocentric issuesethnocentric issues

Maintain a free and open expressionMaintain a free and open expressionBe courteous and attentiveBe courteous and attentive