Includes material from Guffey Text Chapter 1 Communicating at Work.
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Transcript of Includes material from Guffey Text Chapter 1 Communicating at Work.
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Includes material from Guffey Text Chapter 1
Communicating at Work
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Communication
Communication is:
The process of sending and receiving messages.
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Critical Thinking
Why should your strive to improve your communication skills? Why is it difficult to do?
Recall a time when you experienced a communication problem . What were the causes of the problem? What were possible remedies?
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Activity
Following verbal instructions
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The Communication ProcessBasic Model
2.Sender encodes idea in message
3.Message travels over channel
1.Sender has idea
4.Receiver decodes message
40-60% Loss of Meaning Between Step 1 and 4
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Miscommunication Example
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The Communication ProcessBasic Model
2.Sender encodes idea in message
3.Message travels over channel
1.Sender has idea
4.Receiver decodes message
5.Feedback travelsto sender
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Feedback: 4 Horsemen of the Apocalypse of Communication Rationalizing/Defensiveness Criticizing/Attacking sender Contemptuousness/Sarcasm Silent treatment/Stonewalling
Source: Gottman 7 Principles for Making Marriage Work
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Relationships and Communication
Relationship required for communication to occur
4-horsemen undermine foundation of relationships(trust/respect)
Focus on de-escalating Naming/validating feelings Apologize Refocus on common goals
TRUST
RESPECT
RELATIONSHIP
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The Communication ProcessBasic Model
2.Sender encodes idea in message
3.Message travels over channel
1.Sender has idea
4.Receiver decodes message
6.Possible additional feedback to receiver
5.Feedback travelsto sender
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Barriers to Interpersonal Communication
Bypassing Differing frames of
reference Lack of language skills Lack of listening skills
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More Barriers to Interpersonal Communication
Emotional interference
Physical distractions
Competition for power, status, rewards
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Organizational Communication Barriers
Closed culture Top-heavy
structure Many layers
(long lines of communication)
Lack of trust (fear of reprisal)
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Which organizational communication barriers contributed to this message distortion:
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Overcoming Barriers
Realize communication is imperfect
Adapt message to receiver Choose effective channel(s) Improve language
and listening skills Question assumptions/
preconceptions Plan for feedback
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