1

Problem solving and Communication

• Types

• Impersonal– Written– E-mail

• Interpersonal– Talk / Telephone– Meeting– Informal

2

Sender Filters

Semantics

Emotions

Attitudes

Role Expectations

Gender Bias

Non Verbal Messages

Receiver Filters

Semantics

Emotions

Attitudes

Role Expectations

Gender Bias

Non Verbal Messages

Sender ReceiverMessage

Feed Back

3

Semantics

• Words do not mean the same

• Abstract terms give different meanings

• Reasons may be many– Attitude– Back ground– Experience– Culture

4

Emotions

• We have no Control on them

• They cause Bias

• Content Vs Message

• Anger causes anger

• Fight ensues

• Deal with Emotions

5

Attitudes

• Beliefs backed by Emotions• Alter the way the message is heard• Reasons can be many

– Voice – Accent– Gestures– Mannerisms – Dress– Delivery Etc

6

Roles

• Boss

• Customer

• Employee

• Position Power

• One way information

• Difficult relations

7

Gender Bias

• Message twisted

• Listening

• Reaction

• Feedback

• Different Topics

• Wavelengths

8

Non Verbal Messages

• Body language

• Consistency

• Contradiction

• Eye contact

• Facial feelings

• Gestures

9

In an Organisation

• We have common Goals• Plan, Execute, Evaluate• Men and Material• Team and Network• Attitude and personality

•Downward

•Upward

•lateral

10

Problem Solving and Behavior

• What you do and say cause impressions

• Inner thoughts are not known

• Knowing the styles will help!!

• No style is inferior• Dealing is important

11

Styles

• Individuals differ• Impressions last• Both are stable• Only small number of

styles exist• Intuitor, thinker,

feeler,and sensor• Judgments according

to styles

12

Bias

• Age discrimination• Gender• Style bias• Other style is

uncomfortable• Same style is

misunderstood• Be aware of the style!

13

Dominance and Sociability

• Where are we?• Which is the ideal

place?• Which is the ideal

style?• How do we know?

14

Your behavior Style

•Emotive

•Director

•Reflective

•Supportive

15

Your BEHAVIOUR Style?

• Take the Indicators and plot your position

• Let your partner plot your style

• Compare and identify the style

• High or Low Dominance

• High or Low Sociability

16

17

Supportive Style

•     Pays attention•     Friendly

Thoughtful decisions • Attempts to win• Agrees with everyone• Seeks reassurance• No strong stands• Apologises a lot

18

Director Style

• •      Serious • •      Strong opinions• •      Indifferent • Determined to come out on top• Will not admit being wrong• Cold and no feelings in dealings• Uses dogmatic phrases

– “never” You Can’t”

• Talks with airs• Looks down on people

19

Emotive Style

•      Action oriented• •      Informal • •      Persuasive • Expresses highly emotional pinions• Outspoken• Can be offensive also • seems unwilling to

listen to others’ views• Exaggerated gestures

and facial expressions

20

Reflective Style• Formal and controlled• Quiet and aloof• systematic• Tends to avoid taking

decisions• Seems overly

interested in details• Very still and formal

in dealing with others• Avoids displaying emotions

21

To the Emotive Style

• Build social and business relationships

• Display interest in other’s ideas, interests and experiences

• Don’t stress on details• Go for fast

inspirational talk

22

To the Director Style

• Be specific, brief and to the point

• Use time effectively• Present the facts

logically• Be prepared to face

questions• Disagree with the

issue not the person

23

To the Reflective Style

• Be well organised• Systematic approach

to life• Be straight forward• Get to business

quickly• Be accurate and

realistic with information

24

To the Supportive Style

• Show interest in the person

• Draw out views and goals

• Listen and respond to the needs

• Present views in quiet manner

• No pushing