3-1 copyright © 2005 prentice-hall chapter 3 interpersonal communication management: a skills...

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Chapter 3Chapter 3Interpersonal CommunicationInterpersonal Communication

Management: A Skills Approach, 2/eManagement: A Skills Approach, 2/eby Phillip L. Hunsakerby Phillip L. Hunsaker

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Learning ObjectivesLearning Objectives

• Identify and Avoid the Barriers to Effective Communication

• Send Clear, Understandable Messages• Listen Actively to Others• Utilize Nonverbal Signals• Solicit Meaningful Feedback• Adapt to Style, Gender, and Cultural

Diversity• Give Appropriate Feedback

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Common Communication Common Communication ProblemsProblems

• Words mean different things to different people.

• The initiation of a message provides no assurance it has been received.

• Communications often become distorted as they are transmitted.

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Why is Communication Why is Communication Important?Important?

• Everything a manager does involves communication.

• Ineffective communication skills can lead to continuous problems for the manager.

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Why is Communication Why is Communication Important?Important?

• Managers can’t make an informed decision without all of the relevant information

• Once a decision is made it must be communicated to those in charge of implementing it

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What is the Interpersonal What is the Interpersonal Communication Process?Communication Process?

• Communication begins when one person sends a message to another with theintent of evoking a response.

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CommunicationCommunication

• Orally – speeches, meetings, phone calls

• Non-verbally – touch, facial expression, tone of voice

• In writing – memos, reports, manuals

• Electronically – e-mail, voice mail, fax

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What is the Interpersonal What is the Interpersonal Communication Process?Communication Process?

• EffectiveEffective communication occurs when the sender transmits completely and the receiver interprets exactly as the sender intended

• EfficientEfficient communication uses less time and less resources

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The Communication Process ModelThe Communication Process Model

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Basic Interpersonal Basic Interpersonal Communication SkillsCommunication Skills

• Avoid Barriers to Communication

• Send Understandable Messages

• Actively Listen

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Basic Interpersonal Basic Interpersonal Communication SkillsCommunication Skills

• Utilize Non-Verbal Signals

• Give and Solicit Meaningful Feedback

• Adapt to Diversity of Communication Styles

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Frames of Reference

Semantics

Value Judgments

Selective Listening

Filtering

Distrust

Barriers to Communication

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How Do You Send Clear, How Do You Send Clear, Understandable Messages?Understandable Messages?

• Use Multiple Channels

• Be Complete and Specific

• Claim Your Own Message

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How Do You Send Clear, How Do You Send Clear, Understandable Messages?Understandable Messages?

• Be Congruent

• Simplify Your Language

• Maintain Credibility

• Obtain Feedback

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Guides for Giving and Receiving FeedbackGuides for Giving and Receiving FeedbackCriteria for Giving Feedback

1. Make sure your comments are intended to help recipient.2. Speak directly and with feeling.3. Describe what the person is doing and the effect the

person is having.4. Don’t be threatening or judgmental.5. Be specific, not general (use clear and recent examples).6. Give feedback when the recipient is open to accepting it.7. Check to ensure the validity of your statements.8. Include only things the receiver can do something about.9. Don’t overwhelm the person with more than can be

handled.

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Guides for Giving and Receiving FeedbackGuides for Giving and Receiving Feedback(continued)(continued)

Criteria for Receiving Feedback

1. Don’t be defensive.2. Seek specific examples.3. Be sure you understand (summarize).4. Share your feelings about the comments.5. Ask for definitions.6. Check out underlying assumptions.7. Be sensitive to sender’s nonverbal messages.8. Ask questions to clarify.

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How Do You Receive andHow Do You Receive andUnderstand Messages Accurately?Understand Messages Accurately?

Active Listening• Sensing• Attending• Reflecting

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How Can YouHow Can YouUtilize Nonverbal Cues?Utilize Nonverbal Cues?

• Visual

• Tactile

• Vocal

• Time and Space

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Means of Nonverbal CommunicationMeans of Nonverbal Communication

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competenceFacial Expressions Frown, smile, sneer Unexpressed feelingsEye Movements Looking away, staring Intentions, state of mindPosture Leaning in, slumped AttitudeGestures Handshake, wave Intentions, feelings

VISUAL

Touch Pat on the back ApprovalGentle touch on an arm Support and concern

TACTILE

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Means of Nonverbal CommunicationMeans of Nonverbal Communication(continued)(continued)

Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings, (e.g.Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval)

VOCAL

SPACIAL

Body closeness 0 – 2 feet Feelings of intimacyFurniture arrangement Large pieces far apart Formal and serious

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How Can You Make How Can You Make Communication More Productive?Communication More Productive?

• Productive communication is the process of identifying the desired result, streamlining the message, and communicating with finesse.

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• Communication Styles• The Socializer• The Director• The Thinker• The Relater

How Can You Adapt to DiversityHow Can You Adapt to Diversityof Communication Styles?of Communication Styles?

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Cultural DifferencesCultural Differences

• Same words and phrases mean different things to people from different cultures.

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Gender DifferencesGender DifferencesMale managers

characterized by:• Task orientation• Dominance• Challenges to others• Attempts to control

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Gender DifferencesGender Differences

Female managers are usually:

• More informative• Receptive to ideas• Focused on

interpersonal relations

• Concerned for others

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How Can You Facilitate How Can You Facilitate Communication with Diversity?Communication with Diversity?

• Assume Differences

• Emphasize Description

• Empathize

• Treat Interpretations as Guesses