Effective Communications: Understanding the Process, Barriers, and Gender Differences, Slides of Organization Behaviour

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Communications

• Why communicate?
• The communications process and characteristics
• Barriers to effective communications
• Improving communications
• Communications and gender

Why Communicate?

• To convey information
• To receive information
• To determine what information needs to be sent or obtained
• To gain acceptance for you or your ideas
• To motivate other people
• To maintain relationships with coworkers, clients, etc.
• To establish trust
• To keep people involved in a project
• To produce action or change
• To understand the wants and needs of your stakeholders
• To express your emotions or feelings

Types of Communications

• Forms of communication
  • Verbal
  • Written
  • Non-verbal
• To Whom
  • Immediate coworkers
  • Supervisor / subordinates
  • Others within own organization
  • Customers and clients
  • Suppliers / vendors

Communications Channels

• Face-to-face
• Telephone
• Grapevine
• E-mail
• Memos, letters
• Formal reports

High Channel Richness

Low Channel Richness

Face to face E-mail, voicemail Formal Report

Phone call Memos, Letters

Channel Richness:

Specific Channels

Non-Verbal Communications

• Voice
• Appearance
• Face and eyes
• Posture and movement
• Personal space and distance
• Time
• Physical environment

Barriers to Communications

• Information overload
• Noise
• Language
• Filtering
• Selective perception
• Defensiveness

Information Overload

• Multiple communications
  • Phone and voicemail
  • Email
  • Pager
  • Cellphone
  • Reports and memos
• What price peace and quiet ??

Language Issues

• Actual language
• Accents, etc.
• Volume and speed
• Jargon

Filtering

• Sending on the news you think your audience wants to hear
• Impression management
• What happens to the messenger bringing bad news…...

Defensiveness

• A response to perceived threat or criticism
• What is it?
  • Personal attacks
  • Sarcasm
  • Questioning motives

Supportive and Defensive Climates

DEFENSIVE

• Evaluation
• Control
• Strategy
• Neutrality
• Superiority
• Certainty

SUPPORTIVE

• Description
• Problem Orientation
• Spontaneity
• Empathy
• Equality
• Provisionalism

Improving Communications

• Listening
• Openness
• Feedback
• Trust

Level 1:

Level 2:

Level 3:

Level 4:

Unrelated Response

Tangential Response

Furthering Response

Feeling Response

The Levels of Listening

“I had a bad accident yesterday, but nobody was hurt”

“Did you hear that Chuck and Mary are getting a divorce?” “Cars are a pain; my air is out.” “Were you on Nonconnah when it happened?”

“I know you must be relieved to be safe”