Title: Communication and Interpersonal Skills
1Chapter 12
- Communication and Interpersonal Skills
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2Outline
- The Communication Process????
- Communication Barriers?????
- Information Technology (IT) and Communication
- Developing Interpersonal Skills????????
- Active Listening
- Feedback
- Effective Delegation????
- Managing Conflict????
- Negotiation????
- Presentation
3The Communication Process????
- The transferring and understanding of meaning
EXHIBIT 12.1
4 5Communication Process Terms
- Encoding??
- The conversion of a message into some symbolic
form - Message??
- The actual physical product from the source
- Channel??
- The medium by which a message travels
- Decoding??
- A receivers translation of a senders message
- Feedback??
- The degree to which carrying out the work
activities require by a job results in the
individuals obtaining direct and clear
information about the effectiveness of his her
performance
6Written Versus Verbal Communications
- Written??
- Tangible??
- Verifiable???
- More permanent??
- More precise??
- More care is taken with the written words
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- Verbal??
- Less secure
- Known receipt
- Quicker response
- Consumes less time
- Quicker feedback
7The Grapevine???
- An unofficial channel of communication that is
neither authorized nor supported by the
organization.???????????,????????,???????,??,?????
?????????? - Good information passes among people fairly
rapidlybad information, even faster!
8Nonverbal Communications?????
- Body language????
- Nonverbal communication cues such as facial
expressions, gestures, and other body movements - Verbal intonation????
- An emphasis given to word or phrases that conveys
meaning
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10Communication Barriers?????
- Filtering????
- The deliberate manipulation of information to
make it appear more favorable to the receiver - ??????????????
- Selective perception?????
- Selective hearing communications based on ones
needs, motivations, experience, or other personal
characteristics - ?????????????????????????,????????
- Information overload????
- The result of information exceeding processing
capacity - ???????????
11Communication Barriers (contd)
- Emotion???????,??????????????????
- Jargon?????
- Technical language that is not understood by
outsiders - Gender??
- Men communicate to emphasize status and
independence whereas women talk to create
connections and intimacy. - National culture????
- Communication differences that arise from the
different languages and national cultures
12Overcoming Barriers to Effective
communication???????
- Use Feedback????????????
- Simplify Language?????????????
- Listen actively??????????????
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- Constrain Emotions??????????,???????????,???????
- Watch Nonverbal Cues???????????????,??????????
13Information Technology (IT)
- Fax,E-mail,Voice mail????
- Instant messaging (IM)????
- Electronic data interchange EDI??????
- Teleconferencing????
- Video-conferencing
- IntranetsExtranets
- Wireless communications????
- Knowledge management????
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15Developing Interpersonal Skills????????
- Active listening skills
- Feedback skills
- Empowerment skills
- Conflict Management skills
- Negotiation skills
- Presentation skills
16Active listening Skills????
- Listening requires
- Paying attention
- Interpreting
- Remembering sound stimuli
- Active listening requires
- Listening attentively (intensely) to the speaker.
- Developing empathy for what the speaker is
saying. - Accepting by listening without judging content.
- Taking responsibility for completeness in getting
the full meaning from the speakers
communication.
17Steps in Active Listening
18Characteristics of Feedback?????
- Positive feedback????
- Is more readily and accurately perceived than
negative feedback. - Is almost always accepted, whereas negative
feedback often meets resistance. - Negative feedback????
- Is most likely to be accepted when it comes from
a credible source or if it is objective. - Subjective impression carries weight only when it
comes from a person with high status and
credibility.
19Suggestions for Effective Feedback
- Focus on specific behavior
- Keep feedback impersonal
- Keep feedback goal oriented
- Make feedback well-timed
- Ensure understanding
- Direct negative feedback towards behavior that
the receiver can control
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20Effective Delegation????
21Contingency Factors in Delegation???????
The Size of the Organization???? The Importance
of the Duty or Decision????????? Task
Complexity????? Organizational Culture???? Qualiti
es of Employees????
EXHIBIT 12.7
22Empowerment Skills?????
- Not abdication?????
- Clarifying the exact job to be done
- Setting the range of discretion, the expected
level of performance, and the time frame - Allowing employees to participate
- Inform other that delegation has occurred
- Establishing feedback controls
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23Managing Conflict????
- Conflict Perceived differences resulting in
interference or opposition???????????,????????????
? - Traditional view????
- Assumed that conflict was bad and would always
have a negative impact on an organization. - Human relations view??????
- Argued that conflict was a natural and inevitable
occurrence in all organizations rationalized the
existence of conflict and advocated its
acceptance. - Interactionist view????
- Encourages mangers to maintain ongoing minimum
level of conflict sufficient to keep
organizational units viable, self-critical, and
creative.
24Managing Conflict????
- Functional conflict????
- Conflict that supports and organizations goals
- Dysfunctional conflict????
- Conflict that prevents and organization from
achieving its goals
25Conflict and Organizational Performance?????
26Sources of Conflict????
- Communication differences????
- Arising from semantic difficulties,
misunderstandings, and noise in the communication
channels. - Structural differences????
- Horizontal and vertical differentiation creates
problems of integration leading to disagreements
over goals, decision alternatives, performance
criteria, and resource allocations in
organizations. - Personal differences????
- Individual idiosyncrasies and personal value
systems create conflicts.
27Dimensions of Conflict (Thomas)?????????
- Cooperativeness??????????????
- The degree to which an individual will attempt to
rectify a conflict by satisfying the other
persons concerns. - Assertiveness?????????????
- The degree to which an individual will attempt to
rectify the conflict to satisfy his or her own
concerns.
28Dimensions of Conflict (contd)
- Conflict-handling techniques derived from Thomas
cooperative and assertiveness dimensions - Competing (assertive but uncooperative)??
- Collaborating (assertive and cooperative)??
- Avoiding (unassertive and uncooperative)??
- Accommodating (unassertive but cooperative)??
- Compromising (midrange on assertiveness and
cooperativeness)??
29Conflict Management What Works Best and When
Strategy Best Used When Avoidance Conflict is
trivial, when emotions are running high and
time is needed to cool them down, or when the
potential disruption from an assertive action
outweighs the benefits of resolution Accommodat
ion The issue under dispute isnt that important
to you or when you want to build up credits for
later issues Competing You need a quick
resolution on important issues that
require unpopular actions to be taken and when
commitment by others to your solution is not
critical Compromise Conflicting parties are
about equal in power, when it is desirable to
achieve a temporary solution to a complex
issue, or when time pressures demand an
expedient solution Collaboration Time pressures
are minimal, when all parties seriously want
a win-win solution, and when the issue is too
important to be compromised
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32Stimulating Conflict????
- Convey to employees the message that conflict has
its legitimate place. - Use hot-button communications while maintaining
plausible deniability. - Issue ambiguous or threatening messages.
- Centralize decisions, realign work groups,
increase formalization and interdependencies
between units. - Appoint a devils advocate to purposely present
arguments that run counter to those proposed by
the majority or against current practices.
33Negotiation????
- A process in which two or more parties who have
different preference must make a joint decision
and come to an agreement - Distributive bargaining?????
- Negotiation under zero-sum conditions, in which
the gains by one party involve losses by the
other party - Integrative bargaining?????
- Negotiation in which there is at least one
settlement that involves no loss to either party
34Determining the Bargaining Zone????
35Developing Effective Negotiation
Skills???????????
- Research the individual with whom youll be
negotiating.?????? - Begin with a positive overture.????????
- Address problems, not personalities.??????????
- Pay little attention to initial offers.???????
- Emphasize win-win solutions.??????
- Create an open and trusting climate.?????????
- If needed, be open to accepting third-party
assistance.??????????
36How Do You Make a Presentation???????
- Prepare for the presentation.
- Make your opening comments.
- Make your points.
- End the presentation.
- Answer questions.
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