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7-1
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
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77Communication and
Human Relations
7-3
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
Communication and Miscommunication
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
Factors of Communication:
Sender (Speaker)
Receiver (Listener)
Attitudes and Values
Conscious communication
Unconscious communication
Timing
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Listening—and How It Can Fail
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
The need to be a good listener to others is often ignored by people who consider themselves good communicators; what makes people miss so much of what they hear?
continued
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Listening—and How It Can Fail continued
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
continued
POOR LISTENINGPOOR LISTENING
Information Information OverloadOverload
Selective Selective ListeningListening
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Listening—and How It Can Fail continued
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
continued
Tuning OutTuning Out
PrejudicePrejudice Red Flag WordsRed Flag Words
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Listening—and How It Can Fail continued
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Improve your communication skills by active listening. Active listening is listening with greater concentration, less tolerance for distractions, and more feedback for the speaker.
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The Timing of Messages
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Four Factors in the timing of messages: Emotional timing Situational timing Relevance timing Filtering
7-9
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Communicating Without Words
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
Nonverbal communication is also related to communication skills. Much of what people say is expressed by nonverbals.
Nonverbals are ways of communicating without speaking, such as body language and facial expressions.
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Nonverbal Communication
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
gestures, arm movements
eye contact, eye movements
physical appearance, clothing
space allowed between speaker and listener
touch
vocal pacing and pauses
loudness, vocal quality (timbre)
pitch in voice
silence
confidence in use of vocabulary
carefulness in listening
Nonverbal Signals Mixed Signals—Verbal and Nonverbal
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Functions of Nonverbal Messages
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
Showing the speaker’s attitudes and emotions.
Clarifying messages. Nonverbal communication allows you to understand and interpret meaning in context.
Showing the speaker’s reactions to the listener. The difference in a statement’s intensity is obvious to the listener.
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Nonverbal Messages About Self-Esteem
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Strong Strong Communication Communication
SkillsSkills
High High Self-EsteemSelf-Esteem
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Gestures and Their Meanings
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Every gesture you use falls into one of these four categories:
Illustrators Regulators Displays Emblems
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Distance Between Speakers
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Another area of nonverbal communication is called proxemics, or distancing.
This is the distance of physical space that you maintain between other people and yourself.
continued
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Distance Between Speakers continued
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The Zones of Distances
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Communicating in an Organization
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Organizational Communication
Formal dimensions:Formal dimensions:
Vertical Vertical communicationscommunications
Horizontal Horizontal CommunicationsCommunications
Informal dimensions:Informal dimensions:
The grapevineThe grapevine
The rumor millThe rumor mill
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International and Intercultural Communication
McGraw-Hill/Irwin Human Relations, 3/e © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
Every year, more and more companies open overseas offices, and multinational corporations now account for nearly half the world’s assets.
continued
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International and Intercultural Communication
continued
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Anthropologist Edward T. Hall has identified different cultures as being high-context and low-context.
A high-context culture is one in which the social context surrounding a written document is far more important that the document itself.
A low-context culture is one in which a written agreement such as a contract can be taken at face value.
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Strategy for Success 7.1:Become a Better Listener
1. Stop talking.
2. Get rid of distractions.
3. Try to enter into the speaker’s reality.
4. Use pauses for reflecting.
continued
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Strategy for Success 7.1:Become a Better Listener continued
5. Listen for main ideas.
6. Give feedback.
7. Listen for feelings as well as for facts.
8. Encourage others to talk.
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Strategy for Success 7.2:Practice High-Context
Communication
1. Recognize that people in high-context cultures need to know hoe to put you into the context, to help them understand you better.
2. Speak slowly and clearly.
continued
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Strategy for Success 7.2:Practice High-Context Communication continued
3. Sprinkle your conversation with at least a few words and expressions from your listener’s native language.
4. Be careful about your nonverbal signs.
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77End of Chapter 7
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