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the receivers end, poor eyesight or faulty hearing may similarly diminish the ability to
accurately receive a message.
5-Feedback
Feedback is the process by which the receiver reacts to the senders
message. Even in a one-way communication cycle, feedback is essential. It is
necessary to let the sender know that the message was (a) actually received,
(b)encoded, and (c) ascribed with the same meaning that the sender intended. The
absense of feedback can contribute to significant distortions in communication, since
senders never know whether their message is being received, much less understood.
Anyone who has ever talked to a large audience may find himself directing his
comments to the individual who is nonverbally shaking her haed yes, or similing, or
in some other way acknowledging that the communication is being received and
even appreciated. The sender is unlikely to direct comments to a receiver who is
shaking his head no, or asleep, unless the comments are specifically designed to
change the receivers disposition.
Verbal Messages
Messages sent verbally are messsages expressed in words. Since we already
know that people communicate with words, it may seen unnecessary to talk about
that kind of behavior. However, people need to be aware that their effectiveness in a
given situation will often depend on the words they choose to use. There is a whole
science devoted to the study of meaning in words, the science of semantics.
Because of the study done by the specialists in this area, people know a great deal
more about meanings and how they are conveyed through words.
Meaning is a product of what goes on in the minds of both the sender and the
receiver. Meaning is not permanently assigned to words. It is carried about in the
human mind and is often the result of an individuals experiences with language and
meaning. Thus, a word may have many shades of meaning. Effective communication
5
depends on finding meanings shared by the sender and the receiver. Understanding
this simple fact makes the role of feedback clear. People can not know if the other
person meanings are shared if they giving a reactions to each other in a
communication situation.
Language is symbolic. It stands for impressions and notions people have. It is
impotant in sending messages that the person knows as much as possible about
those with whom he communicating. People also need to aware that words stand for
things, but the words are not those things. Thus, labelling an idea or a person does
not make the label true. It merely indicates a feeling or an idea that one holds about
the thing or person.
Languages chances, too, and because it does, the meanings one person
attaches to a word or a group of words may not agree with anothers understanding
of that word or phrase. Slang and expressions used only in a small geographip area
or by one ethnic group can make communication difficult if some effort is not make to
discover the meanings carried by such expressions.
Nonverbal Messages
About 65 percent of the meanings people get from a communication situation
come to them from the nonverbal elements rather than from the words that are
spoken. Researc has shown that the nonverbal messsages will often override the
words spoken in interpersonal communication. For example, imagine that a friend
accuses a person of having played a pratical joke on him or her. The person deny it
but blush uncontrollably. The friend will believe the message sent by the blush rather
than the statement of innocance.
One very important concept aabout nonverbal messages is that they are often
sent and received subconsciously. That is, people may not realize that they are
sending or receiving any message at all. When a nonverbal message is sent, they
become aware of it through all their senses. They process and assign meaning to the
message at the same time, and often they are unaware that they have performed this
thought process. An important step in improving communication skills is to become
aware of nonverbal behavior and to make the sending and receiving of nonverbal
messages a concious process. Nonverbal behaviors that sent messages can be
grouped into three types: paralanguage, kinesics and proxemics.
Voice
Paralanguage refers to the ways the voice is used in sending messages the
inflection place on a particular word, how loudly, softly, quickly, or slowly a person
speaks, and so forth. Each quality of a persons voice sends a particular messsage.
Most of time people use paralanguage deliberately. A person might say, for example,
Oh, sure, i like him a lot, using sarcastic inflections to make the words him exactly
the opposite. When a person choose to do this, she has sent her real messsage
nonverbally, not verbally.
Sometimes tha paralanguage message is not intentional. Suppose a person
are giving a speech and his voice shaky and halting. His words are strung together
with uhand, uh The audience gets a clear messsage that he is frightened,
uncomfortable, or possibly unprepared. That messsage may be strong that the words
he say are ignored by his listeners. In this case his nonverbal behavior is harmful to
his communication.
6
Physical Movements
Kinestics is the physical movement of a persons body as he or she
communicate with others. This is often called body language. Such beclothing, and
even breathing can send messsages. These messsages are often interpreted as
expressions of inner feelings and attitudes. If a person want to express an attitude of
openness and acceptance of the other with whom he is communicating, he will use
direct eye contact and face the person squarely, stand a little closer than normal.
When a person talks with someone who faces away from the person with crossed
arms and who refuses to look at her directly, she generally assume that the person is
closing her out. The communication is poor, not because of the verbal messsage but
because of the nonverbal behavior.
One interesting function of kinesics in conversation is that people use their
bodies to punctuate the conversation. People actually signal that they want to talk.
When they lean forward, or take a deep breath, or raise their eyebrows and open
their mouth slightly, they are sending messsages thaat say, It is my turn to talk! In
the same kinds of way, people signal to others that it is their turn. And also people
use kinesics to let the others know they do not want to comminicate.
Space
Closely related to our physical movements is the idea of proxemics, or space,
as a nonverbal messsage unit. Where a person sit or stand in relationship to the
others he or she is talking to can say a great deal about how he/she feels about that
person. Most people have very clear ideas about what might be called personal
space. Some of these ideas are cultural, but others are the products of individual
personalities.
Generally, people in America regard the area from three to twelve inches from
them as an intimate zone. They choose the people they will let into that area. If
someone stands taht close to their in normal situations without an express invitation,
they are offended. They feel the person is being pushy, and have a negative reaction
to the person and any messsage he or she might be sending.
The are from twelve to thirty-six inches is generll regarded as a personal zone.
Persons can usually stand in that are without making the other uncomfortable.
However, if a stranger enters that area in a large empty room, people feel violated
and sometimes fearful.
The social zone for most of the people is from four to eight feet away. People
can converse socially in that area and usually finf it difficult to ignore someone who is
that distance from them.
The public zone, in which people have the option of acknowledging someone
or not, is the area more than eight feet away.
The importance of proxemics is that the persons behavior within certain
prescribed spatial areas in relation to others will cary a particular messsage.
Language
Appropriate language is the language that has been adapted to the receiver
while retaining a naturalness with respect to the sender. A city slicker who wears his
pinstripe whole suit and silk tie out to the field to talk to a farmer about leasing his
cotton land may mistakenly try to speak like a country rube in an effort to adapt the
message to the audience. However, the message will lack genuineness and could
offend the farmer. But even in a pinstipe suit and with educated speech, the city man
could adjust his message by using clear explanations, avoiding jargon, and speaking
with respect.
A politician may speak to an audience of independent oil men about the need
for the discontinuation of the oil taxes or a sanction on imported oil. Later in day, that
same politician may speak to a group of farmers about the need for agricultural price
supports. That candidate has adapted the message to the audience. He or she has
chosen the subject matter that each group wants to hear about. It is important that
the politician also use language taht will make the audience aware of his or her level
of knowledge of the issue.
Style
The concept of style of message might be illustrated by using a series of extreme
opposites: formal/informal, simple/complex, natural/flamboyant. Each of these styles
might be appropriate in a given situation with a particular audience. People can
probably think of a number of public speakers who could be classified in each of
these ways. They would find an equal number of people who would say that each
was the best. Harry Truman, for example, spoke and write in a simple, direct style
appropriate to a Missouri farm boy. His style spoke for his origins. But he also
capable of adjusting in some respects for the occasion and for the audience.
The key to chosing the style of either spoken or written messages is clarity.
People communicate in order to be understood. People understood best when they
are clear. Clarity is usually best achieved through simplicit of style using highly
specific and descriptive words rather tahn broad generalizations and unsubstantiated
judgments. A letter to a customer that speaks of a chemical that is oxygenous
unnecessarily obscures the message that this is a gaseous chemical. Business
communication differs substantially from social communication because it often
concerns matters of grave importance. So it is important for the communicator to
choose a style that will be clear yet memorable.
Format
Depending on the receiver (audience) and on the purpose (in-house reminder
or out-of-house publication), for example, a business communicator must choose an
appropriate format. This decision will many times be dictated by the tradition of the
district or by district policy. At other times, it will be based on the purpose and the
audience. As the specific kinds of communication, the person will become acquainted
with their formats. People will often have a choice of format. For example, a person
wanted to take one additional day of vacation. Would he send a formal request with
carbons to midmanagement, or would he first make an informal, oral request of his
immediate superior? If he wanted to increase the number of hours per week that he
was working at a fast food establishment, would he write a formal letter, make an oral
request, or leave an informal note? People have to be sensitive to the effect that
format can have on the eventual accomplishment of their communication goal.
JOHARI WINDOW
The Johari Window, named after the first names of its inventors, Joseph Luft
and Harry Ingham, is one of the most useful models describing the process of human
interaction. A four paned "window," as illustrated belowed, divides personal
awareness into four different types, as represented by its four quadrants: open,
hidden, blind, and unknown. The lines dividing the four panes are like window
shades,
which
can
move
as
an
interaction
progresses.
In this model, each person is represented by their own window.
Adjectives selected by both the participant and his or her peers are placed into
the Arena quadrant. This quadrant represents traits of the participant of which both
they and their peers are aware. For example, I know my name, and so do you. It may
also be called "open" quadrant.
Adjectives selected only by the participant, but not by any of their peers, are
placed into the Faade quadrant, representing information about the participant of
which their peers are unaware. It is then up to the participant whether or not to
disclose this information. For example, I have not told you, what one of my favorite
ice cream flavors is. This information is in my "Faade" quadrant. As soon as I tell
you that I love "Ben and Jerry's Cherry Garcia" flavored ice cream, I am effectively
pulling the window shade down, moving the information in my faade quadrant and
enlarging the arena quadrant's area. Faade quadrant also called "hidden" quadrant.
Adjectives that are not selected by the participant but only by their peers are
placed into the Blind Spot quadrant. These represent information of which the
participant is not aware, but others are, and they can decide whether and how to
inform the individual about these "blind spots". For example, we could be eating at a
restaurant, and I may have unknowingly gotten some food on my face. This
information is in my blind quadrant because you can see it, but I cannot. If you now
tell me that I have something on my face, then the window shade moves to the right,
enlarging the arena quadrant's area.
Adjectives which were not selected by either the participant or their peers
remain in the Unknown quadrant, representing the participant's behaviors or motives
which were not recognized by anyone participating. This may be because they do not
apply, or because there is collective ignorance of the existence of that trait. For
example, I may disclose a dream that I had, and as we both attempt to understand its
significance, a new awareness may emerge, known to neither of us before the
conversation took place.
The process of enlarging the open quadrant is called self-disclosure, a give
and take process between me and the people I interact with. Typically, as I share
something about myself (moving information from my hidden quadrant into the open)
and if the other party is interested in getting to know me, they will reciprocate, by
similarly disclosing information in their hidden quadrant. Thus, an interaction between
two parties can be modeled dynamically as two active Johari windows. For example,
you may respond to my disclosure that I like "Cherry Garcia" by letting me know what
your favorite ice cream is, or where a new ice cream shop is being built, kinds of
information in your hidden quadrant.
A Johari Window consists of 55 adjectives used to describe the participant, in
alphabetical order:
able
accepting
adaptable
bold
brave
calm
caring
cheerful
clever
complex
dependable
dignified
energetic
extroverted
friendly
giving
happy
helpful
idealistic
independent
intelligent
introverted
kind
knowledgeable
logical
loving
mature
modest
nervous
observant
confident
ingenious
organized
patient
powerful
proud
quiet
reflective
relaxed
religious
responsive
searching
selfassertive
self-
sensible
sentimental
shy
silly
spontaneous
sympathetic
tense
trustworthy
warm
wise
witty
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conscious
BARRIERS TO EFFECTIVE
COMMUNICATION
The elements of communication process must be controlled for effective
communication and the nature of messages. Before we can be consistently
successful as a communicator, we will need to develop the ability not only to plan and
implement effective communication but also to analyze why a particular
communication situation might be unsuccessful. In order to build that skill, we will
need a more complete understanding of barriers to communication.
Barriers to communication are those physical or psychological elements that
interfer with the message-for either the sender or the receiver.
The things that make communication poor will be unique to the persons and
the situations involved. Because we know a great deal about communication, we can
guard against some of the obstacles to it. In order to do so, we need to examine the
differences in people and in situations that sometimes create communication
barriers.
TANGIBLE DIFFERENCES
The kinds of categories used in a census of the population are all relevant to
understanding tangible differences between people. These are factors such as sex,
age, race, national or cultural origin, socioeconomic class, urban or rural
residence, educational level, and so forth. These are things that we can know by
observing people. We can be aware of these elements that shape their individuality,
simply by knowing tangible things about them.
No matter where people may live, will be associating and needing to
communicate with people from widely different backgrounds. For example; the
people work with will represent a wide variety of sex, age, and ethnic typers. The
person should not assume anything ahead of time about those with whom you will
work. Understanding how tangible elements such as sex and age affect
communication behavior, then, is vital to you in the business world.
SEX: For instance, your sex has been found to be a major influence on
the way you communicate with other people. Simply knowing a persons gender can
allow you to draw some general conclusions that hold true for many people. These
general conclusions are based on reports of research projects by social scientists
conducting experiments to discover how people interact in the real world. Not all men
and women ct in these ways; in fact , these patterns are currently changing. We can
say, however, that men and women tend to communicate with one another in
different ways according to their sex. Since this is true, we can see that sex is one of
the factors leading to differences in interpersonal communication effectiveness.
According to studies by researchers; women and men differ as follows when
they communicate:
When men and women work together in a group, men tend to be more assertive
and self-confident.
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Women are more likely than men to express their emotions, to reveal how they feel
about a situation.
It should be obvious that these are not rules, but general tendencies. However,
they are important to us because they allow us to make some educated predictions
about communication. They allow us to analyze communication as it occurs.
AGE: Likewise, a persons age is a strong influence on the way he or she
communicates. Research has shown that young people and old people communicate
in different ways. Their maturity, their educational backgrounds, and the different eras
in which they grew up amake a generation gap inevitable. This often shows in the
words they choose to express their thought. Objectively speaking, a persons age or
sex is not important in judging the truth or wisdom of what that person says.
Sometimes, though, we do tend to judge a statement by different standards if we
know the speakers age or sex.
In addition to the factors of age and sex, there are many other tangible
characteristics that influence the effectiveness of communication between people.
Consider race, occupation, socioeconomic class, and educational level as some
areas of individual differences. The short exercise is this: Imagine you are discussing
the many video game arcades that have opened in your area. Someone says; I
believe there ought to be a ban on letting elementary school age children play video
games except after school hours and on weekends.
Suppose this statement were made by each of the following individuals. Would
your reaction be different with each individual?
1. Brad Sandefer, the middle-aged music director of the largest church in the
city.
2. Ethyl Brown, the local librarian
3. Marshall Pickering, an elemantary school principal.
4. Tyrone Jefferson, a seven grade student enrolled at Booker T. Washington
Vocational Technical School.
5. Howard Burke, PFC, U.S. Marine Corps.
6. Your father.
If your reaction to the statement about the video games would different
according to which person said it, you can see how individual differences can afferct
interpersonal communication.
INTANGIBLE DIFFERENCES
Peoples attitudes and values would be different not only because they were
different physically, but also because of their different backgrounds. The differences
between peoples attitudes and values are often more important than their physical
differences in influencing how they communicate. Therefore, we should not neglect
the psychological factors that affect communication.
person who is hearing impaired will perceive things differently than will someone who
has very acute hearing. The nearsighted person will perceive the world differently
than the person with perfect sight. Our physical limitations are a screen through
which we perceive things that exist in our environment.
Our perception is also limited by psychological screens that we have
developed. We choose from among the many things within our range of perception
those that we will notice, and block out the rest. We see and hear what we want! This
is known as Selective Perception. Does this exchange sound familiar?
Mother:
Teenager:
This mother and her teenager both see the same room, but through different
eyes. The mothers perceptual screen is in the context of having everything handy
and out in the open. Often, communication problems arise as a result of different
selective perceptions by the persons involved. The advice that can be offered is to
look at the topic from the other persons viewpoint. In this way, we can reduce some
of the misunderstandings and misperceptions that may come up.
Selective perception allows us not only to block out things that are there, but
also to see more things than are there. We make our own reality! This is most clearly
seen in the human tendency to stereotype others. We stereotype such groups as
women, ethnic minorities, older people, adolescents, and the members of verious
religious groups. So; when we get into communication difficulties with others, the
reason is often thet we do not share the same perceptions, and thus our meaning is
not clear.
MOTIVATION: Another basic psychological factor that relates to effective
communication is human motivation. A motive is a reason for action. The most
strongest motivations are those that are most personal. We all take actions in our
own self-interest. We are motivated by money, fame, power, love, status, security,
skill, ambition, and the other goals we want to achieve.
Not all human motives are positive. Sometimes an employee is not motivated
to work in the employers best interest. If a person is more concerned with getting off
work than with finishing a task, that person is called a clock-watcher or worse. His or
her motive is not in the best interests of the employer.
It is human nature that we possess a mixture of motives, some good and
some bad. In some situations, we find ourselves confused over what action to take
because our motives are in conflict.
Interpersonal conflicts often arise in business when co-workers do not share
similar motivations. If you have to cooperate with someone else on a project, but you
are more highly motivated to be productive than that person, conflicts are bound to
arise. You will feel that you are carrying more than your fair share of the work load.
The other person may feel that you are pushing too hard. You will both to be
frustrated. In such cases as this, the single factor that can lead to resolving the
conflict is the ability of each person to communicate effectively with the other.
TUNNEL VISION: This characteristics refers to a closed way of thinking,
especially about abstract topics, such as religion and politics. The person with tunnel
vision is one who has firmly fixed ideas. The opposite side of tunnel vision is openmindedness. Of course , it is possible to be too open-minded, just as it is possible to
13
be too closed-minded. The person who is too open-minded has a problem with being
wishy-washy and too easily influenced by the most recent thing he/she in told.
Very few people are extremely closed or open-minded. But nearly all people
lean one way or the other. These are ways of thinking about the world.
Communication is difficult when you must deal with a person who admits yo no errors
and accepts no compromise. The person with tunnel vision cannot cope well with
unforeseen developments and rapidly changing conditions. This is the person whose
attitude seems to say; Ive already made up my mind, Dont confuse me with the
facts!!!
Sour Grapes: This tactic involves rationalizing, saying that you did not really
want a thing, or downgrading the qualities of something you are unable to
achieve.
Projection: Projection involves accusing others of your own faults.
Scapegoating: Picking on others and blaming them unjustly are
characteristics of this tactic.
All of these ego-defensive mechanisms are normal in the sense that everyone
uses them on occasion. Sometimes they may even be necessary, as when others
seem unable to communicate with you without using hostile, abusive, or aggressive
attacks against you. Some people have poor self-images; so their communication
habits are based on these patterns. They feel that they must cut other people down in
order to build themselves up. They make communication difficult as best. The key
point to remember is that ego-defensive communication never deals with the
substance of a discussion, but rather with personalities. Thus, they can all be barriers
to good communication.
NEGATIVE EMOTIONS: Our emotions are an outgrowth of our responses to
conditions about us, to the perceptions we have of our relationships with others, and
to our own realities. In short, emotions are the feelings we have about the world
around us. Most of the time, positive emotions such as joy or love do not get in our
way when we communicate. But negative emotions almost always obstacles to good
communication. This is especially true if the emotion is uncontrolled, unfocused, or
misdirected. (Sometimes, even a positive emotion can become an obstacle by
making us unwilling to listen objectively to information.)
Sometimes negative emotions are misdirected. We demonstrate anger at the
wrong person or circumstance. This is much like unfocused emotion, but it is
sometimes possible to unravel the problem if someone in the situation takes the time.
An example of this could be a childhood experience when you were punished for
something you did not do. If you can remember such a time, you will understand the
14
feelings such a misdirected emotions can arouse in those with whom you
communicate.
These five psychological factors- perception, motivation, tunnel vision, ego
defensiveness, and negative emotions - are all elements of communication that you
must consider when you plan for better communication. You need to avoid them in
your own communication when possible, and you need to be able to see them for
what they are when others use them.
DISTORTION BARRIERS
There are other numerous imperfections in the communication process itself
that contribute to misunderstanding and breakdowns. Many of these distortions share
commonalities with the perceptual distortions, or are compounded by perceptual
difficulties. Several of the more common and problematic distortions are as
followings;
scientists for using big words to describe simple phenomena, while they themselves
are steeped in the jargon of accounting and finance.
ABSENCE OF FEEDBACK: A third source of distortion in communication
is contributed by absense of feedback channels. One can see that cutting off the
feedback loop does not permit the sender to know whether his message was
received or received accurately. Research on one-way vs. two-way
communicationhighlights this problem. Two-way communication with discussion and
questions of clarification takes longer, but is much more likely to be accurately
received. One-way communication, in contrast, takes a shorter period of time, and is
usually more efficient but it is more frustrating to the sender. Teachers frequently
wish that students would ask more questions, to make sure that a particular lecture is
well-understood; students frequently wish that the instructor would stop and ask for
questions, rather than continuing on without probing at the right time. Negotiations is
by definition, a give and take process, one that requires two-way communication to
be effective. The more dedicated or one-way it becomes- for example, from
superior to subordinate the more likely error and distortion will be introduced
because of the absence of feedback channels.
feel
and
think
that
you
know
everything.
Listen to other peoples concerns. People need to be heard just like you do. More
importantly, take the initiative to share in other peoples feelings.
Always remember that what others may not mean the way we think they
mean it: Our values, beliefs and judgments may have altered the meaning of what
someone has said. Always allow for the possibility that our impression of what
someone has said may not be true.
Focus on common interests rather than differences:This will help you direct
your energy to promoting the common interest and making everyone happier, and will
also help you avoid frustration. Be aware when you impinge on someones space.
Personal space is very important for most people. When you impinge on their space
try to ask them respectfully. Tell them the reason you have to impinge on their space.
Think positive:
Always see the glass as half full rather than half empty. Doing so will help you reduce
stress. Also it can keep you motivated and pleasant when you deal with other people.
Communicating can be a pleasant and enriching experience when you try to do it
more effectively. These simple pointers can help you moving towards more effectively
dealing with others, and will save you a great deal of stress and energy.
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19
BUSINESS COMMUNICATION
Types of Communication
The business communication settings includes the sending and receiving of
messages in an organization- between two people, or among a small group of
people, or in a one-to-many setting, with the intent of influencing organizational
behavior. The results of communication efforts thus may be intentional (one person
deliberately attempts to influence another) or unintentional (one persons actions
areperceived and interpreted by another). All business communication is ultimately
persuasive in nature and represents an attempt to influence behavior in
organizations.
Some impressions are intentional- under the control of communicator. Skilled
business communication consider the importance of first impressions as they plan for
a presentation. They carefully the way confident people walk into a room; they
consider appropriate dress (colors, textures, style, etc.); they note how when
handshake techniques affect the impression. Additionally, skillful presenters manage
the amenities of small talk and factors such as seating arrangements in an effort to
make a favorable first impression.
Indeed, a sharp image may be planned and cultivated well in advance. One
must sell oneself before offering an idea or a plan of action; this should motivate the
communicator to consider communication variables that affect the success of the
appeal.
Other impressions are unintentional. While recognizing that such impressions
are unavoidable, effective communicators will try to be as sensitive to unintended
cues as possible in order to minimize potential distractions from an intended
message.
A good business communicator tries to minimize misunderstandings. Even the
most sensitive persuader will have to recognize that much unconscious
communication (communication below the treshold of awareness) and/or
unintentional communication will ocur during a given interaction.
Only a careful audit of the feedback behaviors of the audience members will
give the business communicator clues as to the presence of such unintentional
stimuli. Awareness is the beginning of stimulus management.
BUSINESS SETTING
Characteristics:
There are five characteristics of any business setting that have a srond
bearing on communication. The business world is complex, competitive, group
oriented, and data based.
a-
complex. This is true because any organization demands communication and action
among people to accomplish its goals.
In very large organizations, communication must follow established networks.
The person must know about the chains of command. You must know the person to
people who make certain decisions or you have made. If the person fail to
understand and use those communication networks, you have communication
problems without realizing the reason.
In a more complex organization, the person must make decisions about
communication that depend on individual status or power. The person must decide
what kind of communication he or she need to use in getting a message to him or her
boss. The person also need to decide how best to communicate with co-wokers. If he
or she fail to make these decisions before communicating, the person will limithow
sucessful he can be.
b- Competitive: Business compete with one another to deliver the best goods or
services to their customers. Your ability to communicate with clients or customers
makes a difference in success in his job. However business is a competitive world in
another way, too. The person compete with others in his organization for recogition. A
promotion even continued employment- can depend on that ability. In a very real
way, competition influences all the business communication.
A special communication problem comes from this characteristic. Although the
person compete with others he will also be expected to be a part of the team
competing with other businesses. He must select appropriate and nondestructive
ways to communicate within the organization. This not easy. It requires a careful
working knowledge of communication and a desire to use communication skills
effectively.
cGroup Oriented: Much of the communication in businesses takes
place in a group setting. The abilitiy to function well in a group is way important for
success in businesses. If the communication behavior in a group is negative, it will
block ability to function. It will endanger the group. It may even endanger the persons
own job success. If he brings personal emotions such as anger or jealousy into a
sales meeting, he cannot communicate effectively in the group. If he dominate a
group meeting failing to allow anyone else to express ideas, he is blocking the
groups effectiveness. On the other hand, if he fail to contribute anything in a group
meeting he is equally in effective. Understanding and applying the communication
behaviors needed for a group to function can be a real assets in his job.
dTask Oriented: Every business has a task-it must sell something,
either a product or a service. The individuals success within the business depends
on how well he or she helps it accomplish its task. As a part of the organization, he or
she helps it accomplish its task in the way he or she communicate both with others
inside the business and with those outside. Business letters, publis speeches, and
participation in civic groups assist the organization in accomplishing its tasks.
Realizing that the organization exists in order to accomplish a task will help the
individual be a better employee.
eData Based: Business in the latter half of the twentieth century are
forced to process greater and greater amounts of infomation for use within the
organization and for accountability outside it. As a consequence, todays business
are increasingly dependent on information technology, and the ability communicate
with machines, to store and retrieve information, is a vital communication tool for
employees.
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Employees Responsibilities
The wise employee and employer both realize that the success of the
individual is tied to the success of the organization. A slovenly, slow-moving waiter
may cause a loss of customers. If enough of them go away, he will also cause his
own loss of employment. A cross receptionist could run off so many clients that her
boss could no longer afford to employ her.
Any employee of an organization should be prepared to fulfill three
responsibilities. The responsible employee serves as an interpreter for the company,
as a humanizer or personalizer, and as a promoter. Each of these roles requires
particular communication skills and attitudes.
Interpreter: Suppose that anyone want to purchase a very sophisticated
camera for your father as a gift, but you know nothing about cameras. Would you
order it from catolog? The chances are that you would go to a camera store where an
employee could interpret for you the various models and explain the advantages for
each. This employees function would be that of an interpreter of the organization and
its product.
Humanizer: As a business organizations get larger and larger, there is a
growing need for employees to humanize their organization. If an employee uses
highly skillful communication, the human contact can relieve the fear and sometimes
the anger of a customer. There was a time when people paid their their monthly bills
in person to business who employed people they knew.
This rarely true today. The person send payments to faraway computer
centers, and your inquiries about bills are handled by incividuals working in crowded
offices miles away. An employee who can create a sense of warmth and caring in
communicating with customers is humanizing the organization.
During a recent convention, a conventioneer picked up one of the houses
phones and asked for the hotel manager. When the manager answered, the
conventioneer described the kind and the patient actions of the desk clerk who had
been on duty during the frantic check-in time the night before.
Within the organization there are also opportunities for an employee to
humanize the business. If new rules, mandates, and policies that affect the
employees can be made more understandable, they will be accepted more readily.
An organization needs employees who can establish communication with a personal
touch.
Promoter: Employees are also important in promoting business. Promotion
can take the form of deliberate communications to audiences about the wok and
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contributions of the business. This situation do not mean that an employee must
accept everything that the organization does; constuctive criticism is needed in any
group. But the emploee who promotes the organization helps it work to solve its
problems rather than broadcasting them to the outside world. A sense of pride in the
place you work and a sense of loyalty to the organization should be part of your
attitude and should show in your communication.
Communication Skills
If one person act as an interpreter, a humanizer, and a promoter for his
organization, what skills will you need? Most people involved in the business world
agree that there are nine essential communication skills:
Listening
Writing
Interviewing
Group discussion
Interpersonal communication
Public speaking
Nonverbal communication
Problem solving
Telephone communication
As a result of a survey conducted by a team of researchers, we can see how
those communication skills are used in a typical office by various employees. The
researchers divided office activities into two categories: communication and
noncommunication activities. The communication activities were divided into type A
(direct conversational kinds involving two-way communication and feedback) and
type B (not conversational but involving some storage function) They also designated
three levels of employees:
Level 1- Upper Management
Level 2- Other Management
Level 3- Nonmanagement.
The chart that follows represents their findings.
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Noncommunication
Activities
Communication Activities
Type A activities
direct conversation
Telephoning
Conferring
Meeting
Type B activities
no direct conversation
Reading
Writing
Dictating
Researching
Filing
Copying
Proofeading
Calculating
Planning
Scheduling
Travel
Equipment use
40%
42%
18%
Level 2 employees
(other management)
33%
35%
32%
30%
31%
39%
Level 3 employees
(nonmanagement)
Communication Ethics
Ethics are central to communication. Ethics are standards of condust and
moral judgement. Communication ethics is the consideration of the rightness of
wrongness of a given communication act. Whenever anyone seeks effect change in
an organization or in a relationship with another person, there are ethical dimensions
to consider. The following questions illustrate the issues involved:
Is the request in the long-term good of the organization?
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Communication Networks
Business organizations contain formal and informal networks. Networks are
patters of communication in an organization. They are channels through which
messages pass from one person to another. Formal networks are legitimate
(aurhorized by management) and often indicated by an organization chart that
displays who answers to whom.
25
CEO
VicePresident,
Auxiliary
Services
VicePresident,
Research
and
Development
VicePresident,
Manufacturi
ng
Engineering
VicePresident,
Sales
Marketing
VicePresident,
Services
Technical
Assistance
Maintenance
Production
development
Personal
computers
CRX 1000
PC
Individual
customers
Supplies
Product
refinement
XT
computers
CRX 2000
XT
AT
Computers
Business
applications
CRX 3000
AT
(a)
CEO
Division
Manager
Division
Manager
Department
Head
Department
Head
Department
Head
Department
Head
Department
Head
Division
Manager
Department
Head
Department
Head
Department
Head
Department
Head
27
(b)
Manager
Manager
CEO
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
example, people in a unit may feel that they are in competition with the production
staff for all sorts of perks bonuses, information, new positions, and so on- and they
may seek to limit the amount of information that is shared. Insightful managers create
an environment in which cooperation has more reward than competition; thus, they
improve the communication environment of the entire organization. Recognizing and
rewarding a group- a team- of employees is one way to encourage a cooperative
spirit.
COMMUNICATION STRATEGY
What makes managerial communication different from other kinds of
communication? Managerial communication is succesfully only if you get your
desired responce from your audience. To get that desired response, you must think
strategically about your communication before you start to write or speak.
Examples Of Objectives
General
Action
Communication
As a result of this
phonecall, the accountant will
give me the pertinent
information for my report
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As a result of this
presentation, at least X
number of women will sign
up to interview with my firm.
As a result of this
presentation, the sales
representatives will
understand our product
enhancements.
In tell/ sell situations, you have enogh information; you know the answer. For
tell style, you are informing or explaining; you want your audience to learn. For sell
style, you are persuading; you want your audience to perform an action.
In consult/ join situations, you do not have enogh information; you do not know
the answer. For consult style, you are interacting with your audience with some
control (such as meeting or a questionnaire). For join style, you are collaborating with
your audience to come up with the content (such as brainstorming session).
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Your communication style should vary with each situation you encounter.
Generally, use tell/sell styles when you (1) have sufficient information, (2) can
understand that information without help from others, and (3) are concerned with a
quick, logical, orderly decision. Generally, use consult/ join styles when you (1)
needmore information, (2) need critical evaluation from other, and (3) are concerned
with implementation of the decision.
Communication Style
TELL: In these situations, you are
instructing or explaining. You want your
audience to learn, to understand. You do
not need your audiences opinions.
c- What is credibility?
Once the person have formulated what to accomplish (that is, stated your
objective and choosen the appropriate style to accomplish it), consider your
audiences perception of you. In other words, consider your own credibility; their
belief, confidence, and faith in you. Their perception of you has a tremendous impact
on how you will communicate with them.
Five factors- based on social theorists French, Raven, and Kotter- affect your
credibility: (1)rank, (2)goodwill, (3)expertise, (4)image, and (5) shared values. Once
you understand these factors, you can enhance your credibility by stressing your
initial credibility and by increasing your acquired credibility.
Initial Credibility: Initial credibility refers to audiences perception of you
before you even begin to communicate, before they ever read or hear what you have
to say. Your initial credibility, then, may stem from their perception of who you are,
what you present, or how you related to them previously.
As part of your communication strategy, you may want to stress or remind your
audience of your initial credibility. Also, in those lucky situations in which your initial
credibility is high, you may use it as a bank account. If people in your audience
regard you highly, they may trust you even in unpopular or extreme decisions or
recommendations. Just as drawing on a bank account reduces your bank balance,
however, drawing on your initial credibility reduces your credibility balance; you must
deposit more to your account, perhaps by goodwill gestures of further proof your
expertise.
Acquired Credibility: In contrast, acquired credibility refers to your
audiences perception of you after the communication has taken place, after they
have read or heard what you have to say. Even if your audience knows nothing about
you in advance, your good ideas and your persuasive writing or speaking will help
earn you credibility. The obvious way to acquire credibility, therefore, is to do a good
job of analyzing and communicating in general.
You can however, also use more specific communication techniques to
increase your credibility. The chart on below lists these techniques.
Factor
Based on
Initial Credibility
Acquired
Credibility
Stress by
Increase by
Rank
Hierarchical power
Emphasizing your
title and rank
Associating yourself
with someone of high
rank (e.g.,
countersignature or
introduction)
Goodwill
Personal
relationships,
personal track
record
Referring
relationships or to
track record
Building goodwill by
citing audience
benefits.
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Expertise
Knowledge,
competence
Image
Attractiveness,
audience desire to
be like you
Shared Values
Morality, standards
Bibliography
CURTIS Dan B., FLOYD James J., WINSOR Jerry L., Business
and Professional Communication, Harper Collins Publishers, 1992
GOLDMAN Alvin, Rojot Jacque, Negotiation Theory and Practice,
Kluwer Law International, 2003
HILTROP Jean M., VDALL Sheila, The Essence of Negotiation,
Prentice Hall, 1995
LEWICKI Ray J., LITERER Joseph A., Negotiation, Irwin
MUNTER Mary, Guide to Managerial Communication, Prentice
Hall, 1992
SCOOT Bill, The Skills of Negotiation, Wildwood House
STANFORD Wayne F., DAWALDER David P., Communicating In
Business, Auston Press, 1994
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