Class 4 - communication Flashcards
Some Miscommunication Factor
Reluctance to transmit bad news (the grapevine emerges)
Wrong mode choice for issue (selecting communication media)
Distraction (cell phones)
Jargon (culturally problematic)
Gender Differences
Emotional reactions
The meaning of a message = FACTS + EMOTIONS
We usually focus (and are more comfortable with) facts and communication accuracy than with the emotional aspects of the message
Non-verbals
Technology
A Contingency Model for Selecting
Communication Media
diagram
The Grapevine
Emerges when: Situation is important Ambiguity exists Situation causes anxiety Three Characteristics: Not controlled by management Perceived as being more believable and reliable (and often is) Largely used to serve self-interest of those willing to communicate
One Major Obstacle to Effective Interpersonal Communication: DEFENSIVENESS
One individual feels threatened or attacked as a result of the communication
Self-protection becomes paramount
Energy is spent on constructing a defense rather than on listening
Aggression, anger, competitiveness, and/or avoidance are common reactions
Another Major Obstacle to Effective Interpersonal Communication: DISCONFIRMATION
One individual feels incompetent, unworthy, or insignificant as a result of the communication
Attempts to establish self-worth take precedence
Energy is spent trying to portray self-importance rather than on listening
Showing off, self-centered behavior, withdrawal, and/or loss of motivation are common reactions
Sandwich feedback technique issues:
If you give a feedback sandwich, you risk alienating your direct reports. In addition, they are likely to discount your positive feedback, believing it is not genuine.The research shows that feedback — positive or negative — is best shared as soon as possible. leaders admit that they use the sandwich approach because they’re uncomfortable giving negative feedback. It’s easier to ease into the conversation with some positive feedback, these leaders say. In fact, though, “easing in” creates the very anxiety they are trying to avoid. The longer you talk without giving the negative feedback, the more uncomfortable you’re likely to become as you anticipate giving the negative news; your direct reports will sense your discomfort and become more anxious.
Gender Differences in Communication
Men tend to use talk to emphasize status, whereas
women tend to use it to create connections
What is the difference
between emotions and
moods?
weather:No Impact
stress:Increased stress worsens moods
social activities:Physical, informal, and epicurean activities increase positive mood
sleep: Lack of sleep increases negative emotions and
impairs decision making
exercise: Mildly enhances positive mood
age: Older people experience negative emotions less
frequently
Gender- Women show greater emotional expression,
experience emotions more intensely and display
more frequent expressions of emotions
Could be due to socialization
Emotional Labor
An employee’s expression of organizationally desired
emotions during interpersonal transactions at work
Emotional dissonance is when an
employee has to project one emotion
while simultaneously feeling another
Nonverbal Communication
Responsible for up to 60% of a message being communicated Body movements and gestures Personal space Eye contact Nixon-Kennedy Debate (1960)
Your unintended non-verbal
communications are micromessages
They can lead to “microinequities”
or “microadvantages”
Microinequity, refers to the ways in which individuals are “either singled out, or overlooked, ignored, or otherwise discounted” based on an unchangeable characteristic such as race or gender. A microinequity generally takes the form of a gesture, different kind of language, treatment, or even tone of voice.
A micro-affirmation, is the reverse phenomenon. Micro-affirmations are subtle or apparently small acknowledgements of a person’s value and accomplishments. They may take the shape of public recognition of the person, “opening a door,” referring positively to the work of a person, commending someone on the spot, or making a happy introduction.
Nonverbal Actions that Aid
Communication
Maintaining eye contact
Occasionally nodding the head in agreement
Smiling and showing animation
Leaning toward the speaker
Speaking at a moderate rate, in a quiet,
assuring tone
Avoid Setting Up Non-verbal
Communication Barriers
Poor eye contact
◦ Looking away, locking in, rolling your eyes
Unfavorable facial expressions
◦ Giving a frown or scowl, flashing a smirk, raising one eyebrow,
displaying a blank look
Unwelcoming posture
◦ Slouching, being closed
Too much movement
◦ Fidgeting, squirming, pulling on yourself
Ineffective placement
◦ Remaining distant, facing away, being preoccupied with
something else
Uninviting tone of voice
◦ Using harsh, reactive tones; biting with sarcasm, being
monotone
How has technology
impacted communication?
Email is Ubiquitous Risk of misinterpretation Not appropriate for socially complex messages (e.g., layoffs) Time consuming Low bandwidth ◦ Disinhibiting effect Lack of privacy
Communication
Takeaways
Enhance your listening skills
Keep linguistic style, cultural differences, etc. in mind
when interpreting messages from others
Remember that “how” may be more important than
“what” you say
◦ Monitor and control your non-verbals and micromessages
Seek feedback from others about how you communicate
Using multiple channels can help reduce uncertainty and
improve communication satisfaction
Use communication technology wisely and carefully
