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Communication and Collaboration
Transcript of Communication and Collaboration
Mark Fernandez and Jon Detaunan "Good communicators are not born, they are made" COMMUNICATION is the process of sending and receiving symbols with attached meaning COMMUNICATION is the glue that holds collaboration and organization COMMUNICATION is the "lifeblood" of the organization Communication Process Sender is a person or group trying to communicate with someone else. Encoding is the process of translating into a message consisting of verbal, written, or nonverbal symbols (such as gestures), or some combination of them Communication Channels are the pathways through which messages are communicated. Noise is anything that interferes with the effectiveness of communication. Receiver is the individual or group of individuals to whom a message is directed. Feedback communicates how one feels about something another person has done or said. Non Verbal Presence is the act of speaking without using words. Kinesics is the study of gestures and body postures, has shown the powerful influence that nonverbals have on how people communicate with one another.
Proxemics is the study of the way space is used. Communication Barriers Interpersonal Barriers occur when individuals are not able to objectively listen to the sender due to things such as lack of trust, personality clashes, a bad reputation or stereotypes / prejudices. " I can't hear what you say because who you are speaks so loudly"
- Ralph Waldo Emerson Selective Listening - individuals block out information or only hear things that match preconceived notions.
Filter - information by conveying only certain parts that are relevant Physical Distractions Is another barrier that can interfere with the effectiveness of a communication attempt.
It include interruptions from noises, visitors and the like, that interfere communication. Semantic Barriers It involves a poor choice or use of words and mixed messages.
When you are doubt regarding the clarity of your written or spoken messages the
popular KISS principle of communication is always worth remembering: it
means “Keep It Short and Smile”. Active Listening encourages people to say what they really mean There are always two-sides to the communication process:
1. Sending a message, or “telling”, and
2. Receiving a message, or “listening”. Some guidelines for active
listening: 1. Listen for content - try to hear exactly what is being said.
2. Listen for feelings - try to identify how the source feels about things.
3. Respond to feelings - let the source know feelings are recognized.
4. Note all cues - be sensitive to both verbal and non verbal expressions.
5. Reflect back - repeat in your own words what you think you are hearing. Cross-Cultural Communication People must always exercise caution when they are involved in cross-cultural communication. Ethnocentrism Tendency to believe one’s culture and it’s values are superior to those of others. Parochialism It assumes the ways of your culture are the only ways of doing things. Low-context cultures Messages are expressed mainly by the spoken and written word. High-context cultures Words convey only part of a message, while the rest of the message must be inferred from body language and additional contextual cues. Communication Channels Formal Channels Follows the official chain of command Informal Channels Do not follow the chain of command Grapevine (network of friendships, acquaintances, rumors passed from person to person) - network of friendships, acquaintances, rumors passed from person to person. Channel Richness indication of the capacity of channels to convey information Communication Flows 1. Downward Communication follows the chain of command from top to bottom. 2. Upward Communication flow of messages from lower to higher organizational levels 3. Lateral Communication flow of messages at the same levels across organizations Flaming - expressing rudeness when using e-mail or other forms of electronic communication.
Presence-aware tools - software that allow a user to view others' real-time availability status and readiness to communicate. By learning to use SUPPORTIVE COMMUNICATION PRINCIPLES, you can enhance your ability to communicate effectively, not only in your workplace, but also in your life SUPPORTIVE COMMUNICATION PRINCIPLES SUPPORTIVE COMMUNICATION PRINCIPLES SUPPORTIVE COMMUNICATION PRINCIPLES SUPPORTIVE COMMUNICATION PRINCIPLES Sometimes, many individuals would rather avoid having conversation than talk about the problems Reduction of status differentials
Breaking down of corporate silos
Creation of developed leaders throughout the organization RESULT Withholding of information is becoming more and more DIFFICULT DISCONFIRMATION
Occurs when an individual feels his or her self-worth is being questioned DEFENSIVENESS
Occurs when individuals feel they are being attacked and they need to protect themselves Emphasis on avoiding… Use SUPPORTIVE COMMUNICATION PRINCIPLES
Set of tools focused on joint problem solving To achieve transparency… 2. INVOLVES BEING FORTHCOMING REGARDING MOTIVES AND THE REASONING BEHIND DECISIONS Multiple components of INTERACTIONAL TRANSPARENCY 1. INVOLVES SHARING RELEVANT INFORMATION Multiple components of INTERACTIONAL TRANSPARENCY Why not make it an investment? 3. INVOLVES PROACTIVELY SEEKING AND GIVING FEEDBACK Multiple components of INTERACTIONAL TRANSPARENCY The open and honest sharing of information INTERACTIONAL TRANSPARENCY 1. Focus on the problem and not on the
person 2. Be specific and descriptive, not global or evaluative 3. Own, rather than disown, the communication 4. Be congruent - match the words with the body language Critical Issues “I am the boss!” “I am the boss, but let’s talk” "Forget I’m the boss, let’s talk” Furniture placement and non verbal communication in the office