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Given some dramatic differences across cultures in approaches to such areas as time, space, and privacy, the opportunities for mis-communication while we are in cross-cultural situations are plentiful.
The Importance of Effective Communication
Table of Contents
A Little Theory.
In a work setting, the following suggests a number of sources of noise:
Language: The choice of words or language in which a sender encodes a message will influence the quality of communication.
To overload a person with feedback is to reduce the possibility that he may be able to use what he receives effectively.
Nonverbal communication is made up of the following parts:
Visual
Tactile
Vocal Use of time, space, and image
Visual: This often called body language and includes facial expression, eye movement, posture, and gestures.
assuming others see situation same as you, has same feelings as you
distrusted source, erroneous translation, value judgment, state of mind of two people Go to the Top Go to the Top Characteristics of Effective Feedback
Effective Feedback has most of the following characteristics: descriptive (not evaluative)(avoids defensiveness.
not "I've heard you are noncooperative"
Don't react to emotional words, but interpret their purpose
Practice supportive listening, not one way listening
Decide on specific follow-up actions and specific follow up dates
A major source of problem in communication is defensiveness.
Effective feedback is absolutely essential to organizational effectiveness; people must know where they are and where to go next in terms of expectations and goals-yours, their own, and the organization.
Effective communicators are aware that defensiveness is a typical response in a work situation especially when negative information or criticism is involved.
A boss who pats a person on the back in addition to giving praise can increase the impact of the message
Accenting: non-verbal communication may accept or underline a verbal message.
Go to the Top Developing Communication Skills: Listening Skills
There are a number of situations when you need to solicit good information from others; these situations include interviewing candidates, solving work problems, seeking to help an employee on work performance, and finding out reasons for performance discrepancies.
In any communication at least some of the "meaning" lost in simple transmission of a message from the sender to the receiver.
Image: We use clothing and other dimensions of physical appearance to communicate our values and expectations
Nonverbal Communication: The use of gestures, movements, material things, time, and space can clarify or confuse the meaning of verbal communication.
Intonation in one culture can mean support; another anger
Use of Time as Nonverbal Communication: Use of time can communicate how we view our own status and power in relation to others.
try not to be defensive
check on possible misunderstanding ("Let me restate what I am hearing")
gather information from other sources
don't overreact
ask for clarification
Go to the Top A Short Example of Effective Communication
Example:.
Appendices:
A Short Case Example of Effective Communication.
Skillful communicators understand the importance of nonverbal communication and use it to increase their effectiveness, as well as use it to understand mroe clearly what someone else is really saying.
Three Kinds of Interviews
Links to Articles on Interpersonal Behavior and Communication
Dave Barry on Relationships between Men and Women Introduction People in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications.
But like other forms of communication, it takes planning and experience to develop skills in this area
Key Techniques Focus the discussion on the information needed
Judy, I've noticed in the past month that you've fallen behind on keeping the project schedule current.
The Communication Process
Although all of us have been communicating with others since our infancy, the process of transmitting information from an individual (or group) to another is a very complex process with many sources of potential error.
has ability to change and desired objectives are obtainable most effective for new employees
objectives-communicate employee's evaluation as accurately as possible; gain employee acceptance of evaluation; most important skill is persuasion
can expect some defensive reaction
can be difficult if inappropriate behavior is attractive to subordinate
often ineffective approach
this method encourages behavior focused toward pleasing supervisor rather than best thinking Tell and Listen.
Communications is so difficult because at each step in the process there major potential for error.
what is your purpose in giving the feedback
what specific actions do you want to reinforce or correct? what are the consequences of the action?
what do you want to accomplish in this discussion
what specific information do you need to learn; what questions do you need answered
what issues of timing, location, advance preparation, or other logistics do you need to consider to get the most out of the discussion
Observe the basic principles of communication
use open ended and close ended questions appropriately
use eye contact, encouraging gestures
focus on the situation, issue, behavior, not the person
maintain the self-confidence and self-esteem of others
maintain constructive relationships with your employees, peers, managers use active listening techniques such as stating your understanding of what you are hearing
make sure you summarize
lead by example What pitfalls do you need to watch out for and how will these be overcome:from your experience, what potential pitfalls will you need to overcome in order ot achieve success in giving constructive feedback? How will you overcome these pitfalls
Evaluating the Feedback Session State the constructive purpose of your feedback
describe specifically what you have observed
describe your reactions
give the other person an opportunity to respond
offer specific suggestions
summarize and express your support
How well did the manager: focus on the situation, issue or behavior, not on the person
maintain the self-confidence and self-esteem of the other
maintain constructive relationships with your employees, peers, and managers
take initiative to make things better
lead by example Go to the Top Three Kinds of Interviews
Tell and Sell: fits when judgment of superior acceptable to subordinate, when sub.
Go to the Top Reading Nonverbal Communication Cues
A large percentage (studies suggest over 90%) of the meaning we derive from communication, we derive from the non-verbal cues that the other person gives.
The following lists some suggests for effective listening when confronted with a problem at work: Listen openly and with empathy to the other person
Judge the content, not the messenger or delivery; comprehend before you judge
Use multiple techniques to fully comprehend (ask, repeat, rephrase, etc.
Effective communication is an essential component of organizational success whether it is at the interpersonal, intergroup, intragroup, organizational, or external levels.
This reaction can take a number of forms including:
selective reception and selective perception
doubting motive of the giver
denying validity of the data
rationalizing
attack the giver of the data
Following the guidelines to effective feedback can go a long way to limit these kinds of reactions but we need to be conscious of them nonetheless and be
ready to react appropriately.
In this chapter we will cover the basic process of communication and then we will cover some of the most difficult communication issues managers face-providing constructive and effective feedback and performance appraisal.
For example, communication from a superior may be perceived differently than that from a subordinate or peer
Cultural Differences: Effective communication requires deciphering the basic values, motives, aspirations, and assumptions that operate across geographical lines.
defensiveness, distorted perceptions, guilt, project, transference, distortions from the past misreading of body language, tone and other non-verbal forms of communication (see section below) noisy transmission (unreliable messages, inconsistency) receiver distortion: selective hearing, ignoring non-verbal cues power struggles self-fulfilling assupmtions language-different levels of meaning managers hesitation to be candid assumptions-eg.
In a work setting, it is even more common since interactions involve people who not only don't have years of experience with each other, but communication is complicated by the complex and often conflictual relationships that exist at work.
Barriers to Effective Communication
There are a wide number of sources of noise or interference that can enter into the communication process.
In addition, a supportive and effective listener does the following: Stop Talking: Asks the other person for as much detail as he/she can provide; asks for other's views and suggestions Looks at the person, listens openly and with empathy to the employee; is clear about his position; be patient Listen and Respond in an interested way that shows you understand the problem and the other's concern is validating, not invalidating ("You wouldn't understand"); acknowledge other;'s uniqueness, importance checks for understanding; paraphrases; asks questions for clarification don't control conversation; acknowledges what was said; let's the other finish before responding Focuses on the problem, not the person; is descriptive and specific, not evaluative; focuses on content, not delivery or emotion Attend to emotional as well as cognitive messages (e.
fits same conditions as left
objective is to communicate accurately; give chance to respond
there will be defensiveness; listening skills critical; active listening needed; defensive behavior is reduced; if boss is effective motivator, can induce feelings of acceptance can be joint problem solving; supervisor may change
risk that subordinate may be satisfied but with no plan to improve job Problem Solving.
Interpersonal Relationships: How we perceive communication is affected by the past experience with the individual.
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