CHAPTER - CHAPTER - COMMUNICATIONCOMMUNICATION

CHAPTER OBJECTIVESCHAPTER OBJECTIVES

1. Understanding Communications1. Understanding Communications• Differentiate between interpersonal and organizational Differentiate between interpersonal and organizational

communication.communication.

• Contrast the advantages and disadvantages of oral versus Contrast the advantages and disadvantages of oral versus written communicationwritten communication

• Discuss the functions of communication.Discuss the functions of communication.

2. The Process of Interpersonal Communications2. The Process of Interpersonal Communications• Explain all the components of the communication process.Explain all the components of the communication process.

• List the communication methods managers might use.List the communication methods managers might use.

• Describe nonverbal communication and how it takes place.Describe nonverbal communication and how it takes place.

• Explain the barriers to effective interpersonal communication Explain the barriers to effective interpersonal communication and how to overcome them.and how to overcome them.

3. Organizational Communication3. Organizational Communication

• Explain how communication can flow in an organization.Explain how communication can flow in an organization.

• Describe the three common communication networks.Describe the three common communication networks.

• Discuss how managers should handle the grapevine.Discuss how managers should handle the grapevine.

• Identify the factors affecting the use of the grapevineIdentify the factors affecting the use of the grapevine

4. Understanding Information Technology4. Understanding Information Technology

• Describe how technology affects managerial Describe how technology affects managerial communication.communication.

• Define e-mail, instant messaging, blogs and wikis, voice-Define e-mail, instant messaging, blogs and wikis, voice-mail, fax, EDI, teleconferencing, videoconferencing, web mail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet.conferencing, intranet, and extranet.

• Explain how information technology affects Explain how information technology affects organizations.organizations.

CHAPTER OBJECTIVESCHAPTER OBJECTIVES

5. Communication Issues in Today’s Organization5. Communication Issues in Today’s Organization

• Discuss the challenges of managing communication in an Discuss the challenges of managing communication in an Internet world.Internet world.

• Explain how organizations can manage knowledge.Explain how organizations can manage knowledge.

• Explain why communicating with customers is an Explain why communicating with customers is an important managerial issue.important managerial issue.

• Explain how political correctness is affecting Explain how political correctness is affecting communication.communication.

CHAPTER OBJECTIVES contd.CHAPTER OBJECTIVES contd.

What Is Communication?What Is Communication?

• CommunicationCommunication The transfer and understanding of The transfer and understanding of

meaningmeaning Transfer means the message was received Transfer means the message was received

in a form that can be interpreted by the in a form that can be interpreted by the receiver.receiver.

Understanding the message is not the Understanding the message is not the same as the receiver agreeing with the same as the receiver agreeing with the message.message.

Interpersonal CommunicationInterpersonal Communication Communication between two or more Communication between two or more

peoplepeople

Organizational CommunicationOrganizational Communication All the patterns, network, and systems of All the patterns, network, and systems of

communications within an organizationcommunications within an organization

Four Functions of CommunicationFour Functions of Communication

Functions ofFunctions ofCommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

ControlControlControlControl MotivationMotivationMotivationMotivation

EmotionalEmotionalExpressionExpression

EmotionalEmotionalExpressionExpressionInformationInformationInformationInformation

Formal and informal communications act to control individuals’ behaviors in organizations

Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance

Social interaction in the form of work group communications provides a way for employees to express themselves.

Individuals and work groups need information to make decisions or to do their work.

Exhibit 11–1Exhibit 11–1 The Interpersonal Communication ProcessThe Interpersonal Communication Process

• MessageMessage Source: sender’s intended meaningSource: sender’s intended meaning

• EncodingEncoding The message converted to symbolic formThe message converted to symbolic form

• ChannelChannel The medium through which the message travelsThe medium through which the message travels

• DecodingDecoding The receiver’s retranslation of the messageThe receiver’s retranslation of the message

• NoiseNoise Disturbances that interfere with communicationsDisturbances that interfere with communications

Distortions in CommunicationsDistortions in Communications

• Message EncodingMessage Encoding The effect of the skills, attitudes, and knowledge of The effect of the skills, attitudes, and knowledge of

the sender on the process of encoding the messagethe sender on the process of encoding the message

The social-cultural system of the senderThe social-cultural system of the sender

• The MessageThe Message Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning

The content of the message itselfThe content of the message itself

The choice of message formatThe choice of message format

Noise interfering with the messageNoise interfering with the message

Distortions in Communications (cont’d)Distortions in Communications (cont’d)

• The ChannelThe Channel The sender’s choice of the appropriate channel or The sender’s choice of the appropriate channel or

multiple channels for conveying the messagemultiple channels for conveying the message

• ReceiverReceiver The effect of skills, attitudes, and knowledge of the The effect of skills, attitudes, and knowledge of the

receiver on the process of decoding the messagereceiver on the process of decoding the message

The social-cultural system of the receiverThe social-cultural system of the receiver

• Feedback LoopFeedback Loop Communication channel distortions affecting the Communication channel distortions affecting the

return message from receiver to senderreturn message from receiver to sender

Interpersonal Communication MethodsInterpersonal Communication Methods

• Face-to-faceFace-to-face• TelephoneTelephone• Group meetingsGroup meetings• Formal presentationsFormal presentations• MemosMemos• Traditional MailTraditional Mail• Fax machinesFax machines• Employee publicationsEmployee publications• Bulletin boardsBulletin boards• Audio- and videotapesAudio- and videotapes

• HotlinesHotlines• E-mailE-mail• Computer conferencingComputer conferencing• Voice mailVoice mail• TeleconferencesTeleconferences• VideoconferencesVideoconferences

Interpersonal CommunicationInterpersonal Communication• Oral CommunicationOral Communication

Advantages: Speed and feedback.Advantages: Speed and feedback. Disadvantage: Distortion of the message.Disadvantage: Distortion of the message.

• Written CommunicationWritten Communication Advantages: Tangible and verifiable.Advantages: Tangible and verifiable. Disadvantages: Time consuming and lacks feedback.Disadvantages: Time consuming and lacks feedback.

• Nonverbal CommunicationNonverbal Communication Advantages: Supports other communications and Advantages: Supports other communications and

provides observable expression of emotions and provides observable expression of emotions and feelings.feelings.

Disadvantage: Misperception of body language or Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of gestures can influence receiver’s interpretation of message.message.

Men Women

Gender Communication Gender Communication DifferencesDifferences

Gives advice quickly and directly

Gives advice indirectly and

reluctantly

Report talk Rapport talk

Avoids asking for information

Frequently asks for information

Less sensitive to nonverbal cues

More sensitive to nonverbal cues

Evaluating Communication MethodsEvaluating Communication Methods

• FeedbackFeedback

• Complexity capacityComplexity capacity

• Breadth potentialBreadth potential

• ConfidentialityConfidentiality

• Encoding easeEncoding ease

• Decoding easeDecoding ease

• Time-space constraintTime-space constraint

• CostCost

• Interpersonal warmthInterpersonal warmth

• FormalityFormality

• ScanabilityScanability

• Time consumptionTime consumption

Exhibit 11–2Exhibit 11–2 Comparison of Communication MethodsComparison of Communication Methods

Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control.

Interpersonal Communication (cont’d)Interpersonal Communication (cont’d)

• Nonverbal CommunicationNonverbal Communication Communication that is transmitted without words.Communication that is transmitted without words.

SoundsSounds with specific meanings or warnings with specific meanings or warnings

ImagesImages that control or encourage behaviors that control or encourage behaviors

Situational behaviorsSituational behaviors that convey meanings that convey meanings

Clothing and physical surroundingsClothing and physical surroundings that imply status that imply status

Body language:Body language: gestures, facial expressions, and gestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.

Verbal intonation:Verbal intonation: emphasis that a speaker gives to emphasis that a speaker gives to certain words or phrases that conveys meaning.certain words or phrases that conveys meaning.

Interpersonal Communication BarriersInterpersonal Communication Barriers

DefensivenessDefensiveness

NationalNationalCultureCulture EmotionsEmotions

Information Information OverloadOverload

Interpersonal Interpersonal CommunicationCommunication

LanguageLanguage

FilteringFiltering

Barriers to Effective Interpersonal CommunicationBarriers to Effective Interpersonal Communication

• FilteringFiltering The deliberate manipulation of information to make it The deliberate manipulation of information to make it

appear more favorable to the receiver.  When you read a appear more favorable to the receiver.  When you read a story, if you read only certain parts and omit others, you story, if you read only certain parts and omit others, you are posing this barrier.are posing this barrier.

• EmotionsEmotions Disregarding rational and objective thinking processes and Disregarding rational and objective thinking processes and

substituting emotional judgments when interpreting substituting emotional judgments when interpreting messages.messages.

• Information OverloadInformation Overload Being confronted with a quantity of information that Being confronted with a quantity of information that

exceeds an individual’s capacity to process it.exceeds an individual’s capacity to process it.

Barriers to Effective Interpersonal Communication (cont’d)Barriers to Effective Interpersonal Communication (cont’d)

• DefensivenessDefensiveness When threatened, reacting in a way that reduces the When threatened, reacting in a way that reduces the

ability to achieve mutual understanding.ability to achieve mutual understanding.

• LanguageLanguage The different meanings of and specialized ways (jargon) The different meanings of and specialized ways (jargon)

in which senders use words can cause receivers to in which senders use words can cause receivers to misinterpret their messages.misinterpret their messages.

• National CultureNational Culture Culture influences the form, formality, openness, Culture influences the form, formality, openness,

patterns and use of information in communications.patterns and use of information in communications.

Overcoming the Barriers to Effective Overcoming the Barriers to Effective Interpersonal CommunicationsInterpersonal Communications

• Use FeedbackUse Feedback• Simplify LanguageSimplify Language

• Listen ActivelyListen Actively• Constrain EmotionsConstrain Emotions

• Watch Nonverbal CuesWatch Nonverbal Cues

INTRA-PERSONAL BARRIERINTRA-PERSONAL BARRIERWRONG ASSUMPTIONS:WRONG ASSUMPTIONS Many barriers stem from wrong assumptions. For example- your friend writes you a letter that he is reaching delhi by such train. By writing this he presumes that you will receive him at the station and make him stay at your house while you assume that he is coming to meet some of his relatives & will naturally stay there. Here different assumptions have caused barrier in communication.Wrong assumptions are generally made because the sender or the receiver does not have adequate knowledge about each other’s background. A skilled communicator keeps these issues in mind to prevent them from becoming barriers.

SELECTIVE PERCEPTION:SELECTIVE PERCEPTION Selective perception means that the receivers selectively see and hear depending upon their needs, motivation, background experience and other personal characteristics. While decoding the message they project their own interest and expectation in the process of communication further leading to a particular kind of feedback.

DIFFERING BACKGROUND:DIFFERING BACKGROUND People vary in terms of their education, culture, language, environment, age, sex, financial status etc. Our background plays significant role in how we interpret the message. A computer company representative would not make much sense to a group of doctors if in his presentation goes into details.

WRONG INFERENCES:WRONG INFERENCES Communication quite often breaks down or becomes an embarrassing affair if we keep acting an assumption without caring to seek clarification. For example—a customer writes to us that he/ she would be visiting our office on a particular day without caring to write/ telephone that he/ she would like to be picked up assuming that we will do that as a routine, it would be regarded as a case of incomplete communication. It may lead to loss of goodwill.

CLOSED MIND:CLOSED MIND The expression ‘closed mind’ refers to thinking tendency of the people that they know everything about the issue and therefore refuse to accept any further information on that topic. People who feel that they know it all are called pansophists .

SEMANTIC BARRIERSSEMANTIC BARRIERS

NOISE:NOISE Noise can be defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of message. Noise occurs primarily at the transmission level which distorts interpretation or the decoding part of the communication process. Noise can be classified as channel and semantic .

SEMANTIC BARRIERS:SEMANTIC BARRIERS Semantic barriers arise due to problems in language. Language is the most important tool of communication but its careless use can be dangerous At the receiver’s level reception may be inaccurate because of inattention. Semantic noise are faulty grammar, mis -spellings and incorrect punctuation. One must aim at simplicity, clarity and brevity so as to minimize the chances of different interpretations.

ORGANIZATIONAL BARRIERS:ORGANIZATIONAL BARRIERS Rigid, hierarchical structure usually restricts the flow of communication. This is because there are numerous transfer points and each of these points has the potential to distort, delay or lose the message. To obviate this, there should be a direct contact between sender and receiver with minimum transfer stations.

ORGANIZATIONAL BARRIERSORGANIZATIONAL BARRIERSTOO MANY TARNSFER STATIONS:TOO MANY TARNSFER STATIONS When messages pass on from one person to another in a series of transmission they are likely to become less and less accurate. The message gets distorted at each level because of poor listening or lack of concentration.

FEAR OF SUPERIORS:FEAR OF SUPERIORS In rigidly structured organization, fear or awe of the superiors prevents sub-ordinates from speaking frankly. To avoid speaking directly to their boss, some employees may either shun all communication with their superiors or they may present all the information that they have.

FEAR OF SUPERIORS:FEAR OF SUPERIORS Sometimes out of fear employees do not communicate available information. It may result in sending partial information. Fear of full disclosure or non-disclosure misleads a superior.

USE OF INAPPROPRIATE MEDIA:USE OF INAPPROPRIATE MEDIA Some of the common media used in organizations are graphs, charts, telephones, fax machines, computer presentations, e-mails, slides, teleconferencing and video-conferencing. While choosing the media you should therefore keep in mind the advantages, disadvantages and potential barriers to communication.

INFORMATION OVERLOAD:INFORMATION OVERLOAD One of the major problems faced by organization today is the availability of huge amount of data which the receiver is unable to handle. Receiver should receive only that amount of facts and figures at one time that he/she can absorb. Major points should be highlighted, leaving out all irrelevant things. This kind of reducing can reduce the problem of information overload to a great extent.

TIPS FOR EFFECTIVE COMMUNICATION:TIPS FOR EFFECTIVE COMMUNICATION Create an open communication environment. Always keep the receiver in mind Avoid having too many transfer stations Be aware of diversity in culture, language etc. Use appropriate non-verbal cues. Select the most suitable medium. Utilise feedback. Be specific.

Exhibit 11–3Exhibit 11–3 Active Listening BehaviorsActive Listening Behaviors

Types of Organizational CommunicationTypes of Organizational Communication

• Formal CommunicationFormal Communication Communication that follows the official chain of Communication that follows the official chain of

command or is part of the communication required to command or is part of the communication required to do one’s job.do one’s job.

PRESIDENTPRESIDENT

PRESIDENTPRESIDENT

PRESIDENTPRESIDENT

PRESIDENTPRESIDENT

PRESIDENTPRESIDENT PRESIDENTPRESIDENT PRESIDENTPRESIDENT

Efforts at coordination

Info

rmat

ion

Instru

ction

s and

directives

Formal MediaFormal Media

• LettersLetters

• Flyers and bulletinsFlyers and bulletins

• MemosMemos

• FaxesFaxes

• All-employees mailingsAll-employees mailings

• Informal CommunicationInformal Communication Communication that is not defined by the Communication that is not defined by the

organization’s hierarchy.organization’s hierarchy. Permits employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.

Can improve an organization’s performance by creating Can improve an organization’s performance by creating faster and more effective channels of communication.faster and more effective channels of communication.

Informal MediaInformal Media• Face-to-face discussionsFace-to-face discussions• TelephoneTelephone• Voice messaging (voice mail)Voice messaging (voice mail)• E-mailE-mail• Instant messaging (chat)Instant messaging (chat)• communications in offices more frequent than in public areascommunications in offices more frequent than in public areas• majority of “roaming“ interactions self-initiated majority of “roaming“ interactions self-initiated • interruptability (importance of prior activity)interruptability (importance of prior activity)• interactions are very often terminated by a third party joining an existing interactions are very often terminated by a third party joining an existing

conversationconversation• role of deixis role of deixis • documents involved in 53% of all Own Office interactionsdocuments involved in 53% of all Own Office interactions

Communication FlowsCommunication Flows

Lateral Lateral

Diagonal

Diagonal

DDoowwnnwwaarrdd

UUppwwaa

rrdd

Direction of Communication FlowDirection of Communication Flow• DownwardDownward

Communications that flow from managers to employees to Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees.inform, direct, coordinate, and evaluate employees.

• UpwardUpward Communications that flow from employees up to managers to Communications that flow from employees up to managers to

keep them aware of employee needs and how things can be keep them aware of employee needs and how things can be improved to create a climate of trust and respect.improved to create a climate of trust and respect.

• Lateral (Horizontal) Communication•Communication that takes place among employees on the same level in the organization to save time and facilitate coordination.

• Diagonal Communication•Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed.

Types of Communication NetworksTypes of Communication Networks

• Chain NetworkChain Network Communication flows according to the formal chain of Communication flows according to the formal chain of

command, both upward and downward.command, both upward and downward.

• Wheel NetworkWheel Network All communication flows in and out through the group All communication flows in and out through the group

leader (hub) to others in the group.leader (hub) to others in the group.

• All-Channel NetworkAll-Channel Network Communications flow freely among all members of Communications flow freely among all members of

the work team.the work team.

Exhibit 11–4Exhibit 11–4 Three Common Organizational Communication Networks Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria

The GrapevineThe Grapevine

• An informal organizational communication An informal organizational communication network that is active in almost every network that is active in almost every organization.organization. Provides a channel for issues not suitable for formal Provides a channel for issues not suitable for formal

communication channels.communication channels. The impact of information passed along the grapevine The impact of information passed along the grapevine

can be countered by open and honest communication can be countered by open and honest communication with employees.with employees.

• Grapevine CharacteristicsGrapevine Characteristics Informal, not controlled by management.Informal, not controlled by management.

Perceived by most employees as being more Perceived by most employees as being more believable and reliable than formal communications.believable and reliable than formal communications.

Largely used to serve the self-interests of those who Largely used to serve the self-interests of those who use it.use it.

Results from:Results from: Desire for information about important situationsDesire for information about important situations

Ambiguous conditionsAmbiguous conditions

Conditions that cause anxietyConditions that cause anxiety

Positive Aspects of the GrapevinePositive Aspects of the Grapevine

• social functionsocial function• reduction of anxietyreduction of anxiety• release mechanism for stressrelease mechanism for stress• identification of pending problemsidentification of pending problems• early warning system for organizational changeearly warning system for organizational change• vehicle for creating a common organizational vehicle for creating a common organizational

cultureculture• desired information can be circulated quickly to a desired information can be circulated quickly to a

large group of subordinateslarge group of subordinates (inofficially!) (inofficially!)

Understanding Information TechnologyUnderstanding Information Technology

• Benefits of Information Technology (IT)Benefits of Information Technology (IT) Increased ability to monitor individual and team Increased ability to monitor individual and team

performanceperformance Better decision making based on more complete Better decision making based on more complete

informationinformation More collaboration and More collaboration and

sharing of informationsharing of information Greater accessibility Greater accessibility

to coworkersto coworkers

Information Technology (cont’d)Information Technology (cont’d)

• Networked Computer Networked Computer SystemsSystems Linking individual Linking individual

computers to create an computers to create an organizational network for organizational network for communication and communication and information sharing.information sharing.

• E-mailE-mail• Instant messaging (IM)Instant messaging (IM)• BlogsBlogs• WikisWikis• Voice-mailVoice-mail• Fax machinesFax machines• Electronic Data Exchange Electronic Data Exchange

(EDI)(EDI)• TeleconferencingTeleconferencing• VideoconferencingVideoconferencing• Web conferencingWeb conferencing

Information Technology (cont’d)Information Technology (cont’d)

• Types of Network SystemsTypes of Network Systems IntranetIntranet

An internal network that uses Internet An internal network that uses Internet technology and is accessible only to technology and is accessible only to employees.employees.

ExtranetExtranet An internal network that uses Internet An internal network that uses Internet

technology and allows authorized users technology and allows authorized users inside the organization to communicate inside the organization to communicate with certain outsiders such as customers with certain outsiders such as customers and vendors.and vendors.

Wireless (WIFI) capabilitiesWireless (WIFI) capabilities

How IT Affects OrganizationHow IT Affects Organization

• Removes the constraints of time and distanceRemoves the constraints of time and distance Allows widely dispersed employees to work together.Allows widely dispersed employees to work together.

• Provides for the sharing of informationProvides for the sharing of information Increases effectiveness and efficiency.Increases effectiveness and efficiency.

• Integrates decision making and workIntegrates decision making and work Provides more complete information and participation Provides more complete information and participation

for better decisions.for better decisions.

• Creates problems of constant accessibility to Creates problems of constant accessibility to employeesemployees Blurs the line between work and personal lives.Blurs the line between work and personal lives.

Current Communication IssuesCurrent Communication Issues

• Managing Communication in an Internet WorldManaging Communication in an Internet World Legal and security issuesLegal and security issues

Inappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messaging Loss of confidential and proprietary information due to Loss of confidential and proprietary information due to

inadvertent or deliberate dissemination or to hackers.inadvertent or deliberate dissemination or to hackers.

Lack of personal interactionLack of personal interaction Being connected is not the same as face-to-face contact.Being connected is not the same as face-to-face contact. Difficulties occur in achieving understanding and Difficulties occur in achieving understanding and

collaboration in virtual environements.collaboration in virtual environements.

Current Communication IssuesCurrent Communication Issues

• Being connected versus being concernedBeing connected versus being concerned Managing Internet gripe sites as a valuable resource Managing Internet gripe sites as a valuable resource

for unique insights into the organization.for unique insights into the organization. Employee complaints (“hot-button” issues)Employee complaints (“hot-button” issues) Customer complaintsCustomer complaints

Responding to Internet gripe sitesResponding to Internet gripe sites Recognized them as a valuable source of information.Recognized them as a valuable source of information. Post messages that clarify misinformation.Post messages that clarify misinformation. Take action to correct problems noted on the site.Take action to correct problems noted on the site. Set up an internal gripe site.Set up an internal gripe site. Continue to monitor the public gripe site.Continue to monitor the public gripe site.

Current Communication Issues (cont’d)Current Communication Issues (cont’d)

• Managing the Organization’s Knowledge Managing the Organization’s Knowledge ResourcesResources Build online information databases that employees Build online information databases that employees

can access.can access. Create “communities of practice” for groups of people Create “communities of practice” for groups of people

who share a concern, share expertise, and interact who share a concern, share expertise, and interact with each other.with each other.

Communication and Customer ServiceCommunication and Customer Service

• Communicating Effectively with CustomersCommunicating Effectively with Customers Recognize the three components of the customer Recognize the three components of the customer

service delivery process:service delivery process: The customerThe customer The service organizationThe service organization The service providerThe service provider

Develop a strong service culture focused on the Develop a strong service culture focused on the personalization of service to each customer.personalization of service to each customer. Listen and respond to the customer.Listen and respond to the customer. Provide access to needed service information.Provide access to needed service information.

““Politically Correct” CommunicationPolitically Correct” Communication

• Do not use words or phrases that stereotype, Do not use words or phrases that stereotype, intimidate, or offend individuals based on their intimidate, or offend individuals based on their differences.differences.

• However, choose words carefully to maintain as However, choose words carefully to maintain as much clarity as possible in communications.much clarity as possible in communications.

Communication Skills for Managers as SendersCommunication Skills for Managers as SendersCommunication Skills for Managers as SendersCommunication Skills for Managers as Senders

Send Send clear and completeclear and complete messages. messages. Encode messagesEncode messages in symbols the receiver in symbols the receiver understandsunderstands.. Select a Select a medium appropriatemedium appropriate for the message AND for the message AND

monitored by the receiver.monitored by the receiver. Avoid filteringAvoid filtering (holding back information) and distortion as the (holding back information) and distortion as the

message passes through other workers.message passes through other workers. Ensure a feedbackEnsure a feedback mechanism is included in the message. mechanism is included in the message. Provide accurate informationProvide accurate information to avoid rumors. to avoid rumors. Pay AttentionPay Attention to what is sent as a message. to what is sent as a message. Be a good listener: Be a good listener: don’t interrupt.don’t interrupt.

– Ask questions to clarify your understanding.Ask questions to clarify your understanding. Be empathetic: Be empathetic: try to understand what the sender feels.try to understand what the sender feels. Understand linguistic styles: Understand linguistic styles: different people speak different people speak

differently.differently.– Speed, tone, pausing all impact communication.Speed, tone, pausing all impact communication.– This is particularly true across cultures.This is particularly true across cultures.– Managers should expect and plan for this.Managers should expect and plan for this.