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Agenda In-class writing Discuss communication
methods and barriers Exercise – what is the right
communication method? Review examples of org
communications
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Communication methods Verbal
Oral Written
Electronic Email Instant messaging Discussion boards, chat rooms
Non-verbal
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Active Listening More than just hearing Actions on part of listener to
facilitate communication Receiving message Evaluating information Responding
Showing interest Checking for understanding
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Communication Barriers Perceptual errors Filtering Use of language
Jargon Ambiguity Slang
Information overload
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Information Overload One effect of electronic
communication Receiving more information
than you can possibly process One effect – people ignore
messages If the message is never
processed, communication has not occurred
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Non-verbal communication Gestures, facial expressions,
tone of voice carry meaning More automatic, subconscious
than verbal communication Can be misinterpreted
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Interpersonal Communication Styles
Three key styles Assertive: expressive, self-enhancing Aggressive: expressive and self-
enhancing; takes advantage of others Non-assertive: timid, self-denying;
gives the other person an advantage Assertive style tends to be most
effective
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Assertive Communication Style Non-verbal patterns
Good eye contact Strong, steady voice
Verbal patterns Direct language Limiting evaluative statements Use of “I” statements
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Which communication method is best? Offer different attributes
Media richness Symbolic meaning of media Sensitivity of message
Select method most appropriate for the message and audience
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How would you communicate: Applying for a job Setting up a group meeting time Firing a person Announcing change in class
schedule Asking someone out (on a date) How to tie your shoes
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How do organizations communicate? Formal communications to
employees Newsletters, websites Employee surveys Training Meetings
Informal communications among employees Grapevine, water cooler
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Employee Surveys Actually a two-way communication
mechanism What do these survey items
communicate? I can keep up with and learn new
technologies that apply to my work. I have the opportunity to participate in
my performance evaluation. I have observed sexual harassment in
my work unit in the past year.
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Training Mandated training programs
Sexual harassment Time management
Availability of other types of programs Supervisory skills Computer skills
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Meetings Large group meetings (“all-
hands”) Announce events Sometimes held at regular intervals
Usually allow two-way communication
Opportunity to celebrate successes, deliver group rewards
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How good is the grapevine? Can transmit information rapidly
Traditionally relies on social connections
Internet has increased speed and volume of information dissemination
Not always correct Based on perceptions
Helps people deal with uncertainty and anxiety
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Key learning points Communication methods and
styles must be matched to the situation Many factors to consider
Non-verbal communication plays a big role
Technology has affected how we communicate