Communication Part 1 Basics Principles Encoding Channel Choice

Communication Part 1: Basics, Principles, Encoding, Channel Choice, Cross-Cultural, Transactional Analysis, Effective Skills, Feedback Skill Practice Sessions, Orientation Organizational Behavior, Dr. Jeffrey Wachtel

Communication Part 2: Practices Memo Writing, Giving Orders, Delegating, Employee. Centered Discipline, Meetings, Orientation, Training Organizational Behavior Dr. Jeffrey Wachtel

Basic Model of The Communication Process A Encoding: Skills, Attitudes Knowledge, Socio. Cultural System Channel / Medium Message Person A: Source Person B: Decoding --->Noise<-- B Receiver: Encoding Feedback: Channel/Medium Prentice Hall, 2001 Chapter 10 3

Filtering: “Yes” The answer you want. Defensiveness : verbal attacks, sarcasm, question motives Selective Perception & Frames of Reference Barriers to Effective Communication Language : Jargon, International Prentice Hall, 2001 Information Overload Apprehension : Avoid Commun. Situations Chapter 10 4

The Old Domino Communication Exercise • Can you see the most visible color in the universe? Good! • We need two people who think they are good communicators to volunteer to do this exercise in front of the class. Volunteers will merely be asked to communicate. • Class remains silent throughout but may walk around the volunteers and take notes. • Record some of the statements made by the volunteers. Think of the communication process model, barriers etc.

Nonverbal Communication: High & Low Context Environments Body Motions Body Language Facial Expressions Tone of Voice Paralinguistics Pacing and Pitch Prentice Hall, 2001 Chapter 10 6

Direction of Communication Upward Prentice Hall, 2001 Downward Chapter 10 Lateral 7

Flow of Communication in Formal and Informal Communication Networks Formal Informal v Vertical v Multidirectional v Follows authority v Skips authority v Task-related v Social-related Prentice Hall, 2001 Chapter 10 8

Three Common Small-Group Networks Chain Prentice Hall, 2001 Wheel Chapter 10 All-Channel 9

The Grapevine Control Reliability 75% Self. Interests Prentice Hall, 2001 Chapter 10 10

Some Forms of Encoding • • • Language: Use of Words, Order of Words, English? , Jargon Body Language Sounds: Morse Code, Drums, Whistle, Fog Horn, Applauding Sign Language Braille Fonts

Choice of Communication Medium & Channel Richness Richest Type of Message Ambiguous Information Medium • Face-to-face talk (Computer( • Video Conference • Telephone (mobile, Internet ( • E-Mail (Chat, Groups( • Web Page • Memos, letters • Video Tape or Digital Leanest Prentice Hall, 2001 • Flyers, Bulletins, Reports Routine Chapter 10 12

Word Connotations Semantics Barriers to Cross-Cultural Communication Tone Differences Prentice Hall, 2001 Perception Differences Chapter 10 13

A Cultural Guide Assume Differences Emphasize Description Develop a Hypothesis Cultivate Empathy Prentice Hall, 2001 Chapter 10 14

Familiar Body Language and Message Conveyed • The Message • I like you. • The Signal • Smiling, nodding, varying direction of face • I do not like you. • Others? • Looking away, standing farther away, closed arms, legs crossed

Communication Experiential Team Activity: Rules & Debrief • • • No Talking! Courteous Contact, Challenge by Choice Communicate, Listen Shoes, Glasses, Phones Off! Help the Team! • What Happened? • How was communication? What worked? • Any Noise? • Any Barriers? • Any POLC (Planning, etc(.

Transactional Analysis: Complementary and Crossed Transactions Complementary v Comfortable v A Receives the expected v response from B v May be A to A, P to C or v C to P Prentice Hall, 2001 Crossed v Uncomfortable v A Does Not Receive the Expected Response v Chapter 10 Can Hook A or B 17

Stay in the Adult: Do Not Get Hooked Ask Adult Questions How to Improve Crossed Transactions Use Active Listening Prentice Hall, 2001 Agree in Some Way Use Fogging Chapter 10 18

From Communication Concepts to Skills Carefully Encode Messages & Use Multiple Channels Think of other’s Needs, Perceptions, Attitudes Meet Face to Face When Dealing with Change Practice Active Listening: Eye Contact and Nodding

From Communication Concepts to Skills Use Adult Ego State and Adult Questions, Identify the Other’s Ego State, Don’t Get Hooked, Use Fogging, Avoid Interrupting, Keep it Short Have Feedback Sessions: Focus on Behavior, Specific, Say what you Appreciate Before Saying Your Needs

Learner Controlled Instruction For Orientation & Training Communication • • New employee is given a list of carefully chosen questions. Group orientation or answered by one individual. Time to complete varies. Employee has to ask ______and find answers from organizational r_____s.