Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication...
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Transcript of Communicating for Results 9e 6 Key Ideas Defining situational anxiety Obstacles to Communication...
Communicating for Results
9e
6Key Ideas
•Defining situational anxiety•Obstacles to Communication •Defining sexual harassment•Tips for using technology to communicate
Overcoming Obstacles to Communication in Organizations
1Copyright Cengage © 2011
Consider this . . . Consider this . . .
Communication barriers are like Communication barriers are like roadblocks: they bring roadblocks: they bring communication to a complete communication to a complete halt. Communication obstacles halt. Communication obstacles are more like potholes: they can are more like potholes: they can cause uncomfortable bumps and cause uncomfortable bumps and jars, but with skill and training jars, but with skill and training you can learn to avoid them.you can learn to avoid them.
Copyright Cengage © 2011 2
Technology, a song Technology, a song writer and United writer and United Airlines: Airlines:
A Case StudyA Case StudyRead or describe the case study Answer the following questions:
Was United Airlines action to repair the damage adequate?What action should United take to prevent future customer service incidents?Is technology an advantage or obstacle to communication?
Tim Boyle/Getty Images
3Copyright Cengage © 2011
Obstacles to CommunicationObstacles to Communication Communicator anxiety Situational Anxiety Inadequate preparation Vague instructions Jumping to conclusions Bypassing Sexual harassment Communication technology
4Copyright Cengage © 2011
Communicator AnxietyCommunicator Anxiety
SituationalSituational -- -- anxiety caused by factors present in a specific speaking situation
TraitTrait -- -- internal anxieties an individual brings to the speaking situation
Types include . . .Types include . . .
© R
og
er
Pers
son
5Copyright Cengage © 2011
Managing Situational AnxietyManaging Situational Anxiety
Prepare and practice! Warm up Concentrate on meaning Use a relaxing
introduction Use deep breathing Use visual aids
© R
og
er
Pers
son
6Copyright Cengage © 2011
Genetic endowment Experiences Perception of current situation
Factors that influence Trait AnxietyFactors that influence Trait Anxiety
NO
VA
Develo
pm
ent
7Copyright Cengage © 2011
Managing Trait AnxietyManaging Trait Anxiety
Use positive imagery or visualization>
© A
nnie
Dow
ie
8Copyright Cengage © 2011
Positive Imagery DefinedPositive Imagery Defined
Creating a positive, Creating a positive,
vivid & detailed vivid & detailed
mental image of mental image of
yourself confidently yourself confidently
giving a successful giving a successful
presentation.”presentation.”
© Jaso
n H
arr
is
9Copyright Cengage © 2011
We act as We act as the person the person we “see” we “see” ourselves to ourselves to bebe
10Copyright Cengage © 2011
© R
og
er
Pers
son
Positive ImageryPositive Imagery
Visualization is the KeyVisualization is the KeyVisualization is the KeyVisualization is the Key
WordsWords ++
Vivid Mental PicturesVivid Mental Pictures ++
FeelingsFeelings ==
ConfidenceConfidence
AP/W
ide P
hoto
s
11Copyright Cengage © 2011
Managing Trait Anxiety Managing Trait Anxiety (Con’t)(Con’t)
Use your imagination See yourself as the speaker you
want to be Picture yourself being successful RememberRemember: Words + vivid mental
pictures + feelings = confidence Read a positive imagery exercise
(p. 162)
Use positive imagery or visualization
© A
nnie
Dow
ie
12Copyright Cengage © 2011
Other anxiety reducing methodsOther anxiety reducing methods
Systematic desensitizationLearning to relax with deep muscle
relaxation and breathingLearning to Remain relaxed while
visualizing a series of communication situations progressing from low anxiety to high anxiety (McCroskey, 1972; Richmond & McCroskey, 1998).
Copyright Cengage © 2011 13
Other anxiety reducing methodsOther anxiety reducing methods
Cognitive restructuring Identifying irrational self-talk that
produces speaker anxietyDeveloping alternative coping
statements, and (3) practicing the coping statements in stressful situations (Ellis, 2004; Fremouw & Scott, 1979).
Copyright Cengage © 2011 14
Other anxiety reducing methodsOther anxiety reducing methods
Skills training Identifying reasonable speaking goalsDetermining behaviours or skills needed
to achieve each goalDeveloping procedures for judging the
success of each goal (Duff et al, 2007; Kelley, 1989; Phillips, 1991)
Copyright Cengage © 2011 15
Improving InstructionsImproving Instructions
Begin with overall picture Use few words Make words specific & easy to
understand Number or “signpost” objects or
steps Use simple comparisons Use repetition Use good delivery techniques
“Project F” on p. 15816Copyright Cengage © 2011
Awareness Check: Meanings of TermsAwareness Check: Meanings of Terms Directions: Decide what percentage of certainty (from 0 to 100
percent) is implied when you use each of the following terms—for example, if you tell someone that your attendance at the staff party is “likely,” do you mean there is an 85 percent chance of being there, a 30 percent chance, or what? Write the percentage that expresses your usual meaning next to each term. Ask three other people to do the same thing, and compare answers. You can take this quiz online and view the answers at your Premium Website for Communicating for Results.
TERMS COMMONLY USED IN BUSINESS
_____ 1. Absolute _____ 6. Possible
_____ 2. Certain _____ 7. Probable
_____ 3. A cinch _____ 8. Risky
_____ 4. Indefinite _____ 9. Settled
_____ 5. Open to question _____ 10. A sure thing
_____ 11. A toss-up *Adapted from Schneider, Donaghy, & Newman, 1975, pp. 22–23.
Copyright Cengage © 2011 17
Sexual Harassment DefinedSexual Harassment DefinedUnwelcome sexual advances, Unwelcome sexual advances, requests for sexual favors, and requests for sexual favors, and other verbal or physical conduct other verbal or physical conduct of a sexual nature constitute of a sexual nature constitute sexual harassment when this sexual harassment when this conduct explicitly or implicitly conduct explicitly or implicitly affects an individual’s affects an individual’s employment, unreasonably employment, unreasonably interferes with an individual’s interferes with an individual’s work performance, or creates an work performance, or creates an intimidating, hostile, or offensive intimidating, hostile, or offensive work environment. (U.S. EEOC, work environment. (U.S. EEOC, 2009)2009)
18Copyright Cengage © 2011
Basic Concepts in Sexual HarassmentBasic Concepts in Sexual Harassment
Quid pro quo (“something for something”)Sexual favors for job perksPunishment for rejection of sexual
overturesHostile work envrionment
Work conditions are sexually intimidating or offensive
Conditions interfere with job performance
Copyright Cengage © 2011 19
Review organizational policies
Project friendly but professional
image
Confront harasser in assertive
manner
Document incidents of harassment
Report incident to supervisor
Weigh consequences of further action20Copyright Cengage © 2011
Dealing with sexual harassmentDealing with sexual harassment
Employees learn the system
rapidlySocial contacts are valuable in
later work tasks
Improved quality of work life
Enhanced creativity
Communication TechnologyCommunication TechnologyAdvantages to e-mail and IM’s . . .Advantages to e-mail and IM’s . . .
21Copyright Cengage © 2011
Communication TechnologyCommunication Technology
Legal for employers to inspect employee e-mail
Senders seldom proof-read for content or tone
People respond to e-mail, IM’s, & blogs even when uncertain or angry
Senders overlook the value of mirroring others’ sensory channels
Disadvantages to e-mail , IM, & Blogs . . .Disadvantages to e-mail , IM, & Blogs . . .
22Copyright Cengage © 2011
VideoconferencingVideoconferencing
Less emotion and conflictParticipation more organizedDecision-making equal to face-to-face
Participation more equal
Less satisfying than face-to-face
Characteristics of electronic meetings . . .Characteristics of electronic meetings . . .
23Copyright Cengage © 2011