Communicating in the Workplace TMB Ch' 6 Group Circumstances

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• Communicating in the WorkplaceTMB Ch. 6Group
  Circumstances StructureTubbs Ch. 4

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Warm Up.

• What are barriers to effective communication?
• Is it easier for you to speak or listen? What
  does that do to your communication?
• Does your body language contradict your verbal
  messages? Which is more honest? Why?
• What kinds of characteristics do you see in the
  groups that you participate in?
• Territorial....casual.problem-solving.large/smal
  l?
• What kinds of communication networks do you have
  at work/family/school?

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What Is The Meaning of Communication?

• Communication is so complex and so incredibly
  misunderstood!
• Transfer of information from one person/group to
  another person/group.
• Comprehension is the only test of that
  communications success.
• 70-80 of our work lives is spent receiving
  messages, but we are not trained to be listeners!
• We will be looking at ways to become better
  listeners as well as understanding communication
  styles.

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What Did You Say?

• What do you mean by that?
• I dont understand where you are going with your
  thought process!
• I just dont understand.
• When confronted with these statements, you as the
  communicator simply choose to use different words
  to get your meaning across.
• So, meaning of our communication exists within
  ourselvesnot in the words that we use to express
  that meaningaka semantic content.
• Sometimes there is hidden meaning that we need to
  dig out.the C factor.

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Meanings Are Within Us..

• Subjective Meaning-
• The personal significance of that word to an
  individual.
• May create emotional experiences, anger,
  happiness, depression.etc.
• Form groups of 2
• Each of you discuss what the following words mean
  to you
• Happiness
• Justice
• Faith
• Democracy
• Be sure to study your partners voice tones,
  facial expressions and body language as they
  explain their meanings.
• Be ready to share in class

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Lets Break Down the Communication Process.

• Psychologist Robert Hecht states
• Paying attention to communication styles when
  you do business can help you avoid people
  problems.
• Becoming a student of communication styles can
  help you be more persuasive, working with other
  peoples natures rather than against them.
• 4 Basic Communicator Styles
• Forecaster Interested in ideas, imaginative,
  visionary.
• Associator Interested in personal
  relationships, agreeable, adaptable.
• Systemizer Impressed by details, plans, order,
  is steady and methodical.
• Energizer Results-now oriented, spirited,
  impatient.
• Q Where do you see yourself, your supervisor,
  or co-worker?
• 10 / 90 model

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The Communication Model
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Barriers To Communication

• Distortion-
• a) What is happening around us...distractionside
  asthings going on.
• 20 of you are paying attention to the lecture?
  On average, thats true.
• Q What are things that go on in our classroom
  that distort the communication?
• b) Stereotyping is a form of distortion.
• Preconceived notions about people, groups,
  situations, cultures.
• c) Filtering is another form of distortion.
• Receiver hears only what he/she wants to hear.
• Q Name some examples of stereotyping and
  filtering that you have seen?

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Barriers To Communication

• Language/Semantics-
• Different meanings given to different
  words..much like our exercise.
• As individuals and in groups, we must stay aware
  of this concept.
• Defensiveness-
• Open CommunicationvsSuspicion/Darkness
• Its on on-going battle between good and evil.

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Barriers To Communication

• Defensive Climate
• Evaluation- Communication judges others.
• Control- Communication used to control the
  receiver, creates resistance.
• Strategy- Perception that involves ambiguous
  motivation on the senders part.
• Neutrality- Perception that there is a lack of
  concern for the receivers welfare.
• Superiority- In power, wealth, statuscauses
  defensiveness.
• Certainty- Know it all, require no data, put
  others on guard.
• Versus
• Supportive Climate
• Description- Communication is clear,
  non-judgmental.
• Problem Orientation- People seem interested and
  listen.
• Spontaneity- Takes a risk, but doesnt always
  hold groups accountable.
• Empathy- Cares about members of the group.
• Equality- As people, we matter, evokes respect.
• Willingness to Listen- Not hurried, encourages
  others to stick around and hear the story.

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Barriers To Communication

• Noise-
• Physical noise.music.nearby conversations.outsi
  de events.
• Perhaps use earplugs, stay late, come in early.
• Mistrust-
• This can be a HUGE barrier!
• Top executives do not always show a thorough
  understanding of their staff.
• Managersconsider the consistency of your
  communication to staff!
• 5 factors that are essential in building
  communication trust
• Openness
• Feedback
• Congruity
• Autonomy
• Shared Values
• Q What has been your experience as a
  manager/employee in these areas?

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Communicating In Organizations

• Communication not only transfers information to
  help understanding, it also unifies group
  behavior.
• Unified group behavior continues group
  cooperation.
• Lets take a look at different kind of
  communication channels that exists within groups
• Informal
• Formal
• Horizontal
• Vertical
• Downward
• Upward

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Informal Communication

• Grows out of the social interactions among people
  who work together.
• Provides communication routes for members of
  small groups.
• The Grapevine-
• Can be dozens or hundreds in a company.
• Impossible to predict its speed, accuracy, and
  contents.
• Messages can be twisted, magnified, restructured,
  etc.
• Can be positive
• It satisfies an employees need to enjoy friendly
  relations with fellow employees.
• It can help workers make sense of their
  environment when its unclear.
• It acts as a safety valve.relieves anxieties.
• To keep the grapevine clear, management or groups
  leaders need to make sure the messages are clear.
• Q Is the grapevine loud and clear in
  organizations/groups you belong to?

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Other Communication

• Formal Communication-
• Structured, stable methods of communicating
• between people.
• Horizontal Communication-
• Flow of messages across any particular level of
  the organization.
• Can lead to some problems because of the large
  number of messages being sent.
• Vertical Communication-
• Two directions, up and down.
• Top to bottom flows easier than bottom to top.

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Examples of Downward Communication

• Fastest form of communication.
• Example 10-minute daily meetings first thing in
  the morning.
• Makes communication clear.
• Written Downward Communication such as memos,
  manuals, letters, etc., can actually contribute
  problems to group communication
• Lack of understanding
• Confusion
• Not able to read the emotion or feel
  threatened/insulted by the message.
• Disbelief, rejection, feelings hurt.

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Lets Think About This Concept.

• Get into groups of 5
• Discuss the following questions amongst
  yourselves and be ready to share in class
• Do you believe there is some truth to the
  self-fulfilling prophecy concept?
• How about the Pygmalion theory?
• Can you name people who have influenced you in
  your accomplishments or career direction?
• Whom do you feel you have influenced through the
  self-fulfilling prophecy?
• Do you think that an attitude or belief in the
  Pygmalion theory might be an excuse for not being
  successful? I am not successful because my
  father did not expect much out of me.

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Upward Communication

• When someone in a lower position communicates
  information, ideas, suggestions, opinions, etc.,
  to someone in a higher position.
• To be successful, you must have top management
  support! 1
• Encourage upward communication by
• Employee/Management Meetings
• Speak-out sessions
• Quality circles
• Newsletters
• Open-door policy
• Its pretty simple folksencourage and create
  the environment!
• O Offer Ideas
• P Prevents Problems
• E Encourages Acceptance
• N Notably Increases Participation

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Small Group Communication

• Groups that most influence our behaviors become
  our reference groups
• Same values, attitudes, interests, religion, make
  us feel good, accepted.
• Social relations we create within the group
  influences the communication.
• Ex. Person with high credibility may have more
  influence than someone with lower credibility.
• Feedback
• HUGE part of communication within groups.
• Sender needs feedback, we need to know if we
  communicated well.
• Non-Verbal- Examples?
• Verbal- Examples?

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Criteria for Constructive Feedback

• Specific, not general
• Focused on behavior, not the person
• Considerate of the needs of the receiver
• Focused on something the receiver can act on
• Solicited, not imposed
• Shared information, not advice
• Well-timed and not overloading
• Concerned with what and how not why
• Checked for accuracy
• Silence-
• Silent Power
• Silence of uncertainty
• Silent accord
• Silent disapproval

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4 Levels of Communication

• Level 1 Conventional Acquaintances-
• Strangers, casual relationships
• Be polite, get to know someone, fill silences,
  relieve tension
• Hello! Hows it going? How are you?
• Can open the door to further communication, but
  are minimal attempts.
• Level 2 Exploratory Level-
• Fact and problem oriented. Topics are more
  business, not personal.
• Relationships with co-workers, neighbors,
  business contacts.
• Friendly, but not open to much self-disclosure.ne
  ed to develop relationships.

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4 Levels of Communication

• Level 3 Participative/Friends-
• Talk about ourselves, engage in self-disclosure.
• Express your own feelings, describe experiences,
  discuss ideas.
• Still, expressed in safe ways.....
• Level 4 Intimacy/Closest Friends-
• Use only with a select few.
• Share more of ourselves that allows more risk.
• I want you to know that I have been on drugs.
• Intimate relationships are at this level.
• Q Where do you spend time with co-workers,
  friends, even family?

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Other Forms of Communication

• Speaking-
• Confirm it in writing if its really important.
• Take notes..translate, dont rely on memory.
• Will forget half of what I teach tonightnotes!
  PowerPoints!
• 30 of a message is lost or distorted after
  having passed through two people!
• Give a person the message directly if that
  important.
• Voice Tones-
• Indicates emotional state, anger.
• People differ in their reactions to tones.
• Emotions-
• Drawback to effective communication is we cant
  separate ourselves from our emotions.
• We become our emotionsI am angry! or I am
  happy!
• Self-Disclosure-
• Opening up yourself, lowering your guard, hard to
  do.
• Talk about hates, beliefs, fears, worries,
  perceptions, other people.
• Careful! Why are you telling me so much
  information? TMI?

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The Is Have It!

• Intro Many of us forget about focusing on
  others and instead become somewhat self-
• centered, although not always in a conscious way.
• Get into groups of 2.
• Choose a topic of conversation that both of you
  can agree onany topic.
• Take 5 minutes as a group to discuss this
  topicBUT there is one rule
• You cannot use the word I.
• GO!
• How many of you were able to talk for those two
  minutes without using I?
• Why do so many of us have difficulty avoiding the
  (over) use of I in conversation?
• How do you feel when talking to (listening to)
  someone who starts every sentence with I?
• How can we phrase our communications to better
  focus on the other person?
• If you did not use the word I, what strategies
  did you use to avoid it?

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Listening

• Hearing Understanding Remembering Acting
  Listening
• Sometimes people think they are communicating
  when all they are really doing is talking a lot
  and taking very little time to get the feedback
  on what they have said.
• Q How many times have you had a conversation
  with someone and not
• heard a word that was said? Describe that
  time.
• Normally, people only listen with about 25
  efficiency.
• Listening is a learned behavior and a strong
  management skill.
• Speak at 140 words per minute, but comprehend at
  a much faster rate...leads
• to daydreaming.
• Opinions and prejudices can cause poor listening.

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Guidelines for Successful Listening

• Good for Groups
• Listen without evaluating-
• Not judgmental, does not guess what the speaker
  is saying.
• Do not anticipate-
• We finish the sentences, we know what they are
  going to say.
• We are often wrong.stay in the present and
  listen.
• Note taking-
• We forget 1/3 to ½ of what we hear within 8
  hours.
• Listen for themes and facts-
• Major themes as well as important facts.
• Do not fake attention-
• Acting is hard work.
• Review-
• Look at the talk, seminar, etc., and be ready to
  tell someone else the contents with 8 hours.

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Non-Verbal Communication

• What kind of messages do these forms of Body
  Language send to a customer?
• Face is relaxed and under control-
• In a positive manner, this communicates
• In a negative manner, this communicates
• Smile is natural and comfortable-
• In a positive manner, this communicates
• In a negative manner, this communicates
• Eye contact is maintained when talking and
  listening to others-
• In a positive manner, this communicates
• In a negative manner, this communicates
• Body movement is relaxed, yet deliberate and
  controlled-
• In a positive manner , this communicates
• In a negative manner, this communicates

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Body Language

• When communicating, we depend most heavily on
  non-verbal communication.
• In fact Words 7
• Tone 38
• Body Language 55
• Keep in mind non-verbal cues which invite the
  candidate to continue talking.
• They are nodding, smiling, leaning forward
  slightly and eye contact.
• You also need to understand the body posture of
  the candidate.
• Defensive-
• Too Cool-
• Distracted-
• Anxious-

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Non-Verbal

• Dont forget these areas when communicating in
  groups
• Proxemics (Interpersonal Distance)-
• Paralinguistics (Voice Tones)-
• Kinesics (Eye Contact, Hand Movements, Posture)-
• Dress and Decorations-
• Haptics (The Use of Touch)-
• Aromatics-

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Communication Styles

• Dominant- Takes charge of social interactions
• Dramatic- Exaggerates stories, voice
• Contentious- Is argumentative
• Animated- Numerous facial expressions, frequent
  gestures
• Impression Leaving- Centers on being remembered,
  projects
• Relaxed- Not tense or anxious
• Attentive- Makes sure the receiver knows he/she
  has an audience
• Open- Conversational, extroverted
• Friendly- Ranges from being unhostile to intimate

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Lets Practice

• Break into groups of 5
• Choose your facilitator
• Turn to page 124 of TMB
• Read through Case Study 6-1
• Body Language Speaks Loudly In The Escrow Office
• Answer the questions
• Be ready to present in class.

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Group Circumstances Structure

• Here we will break down groups into three areas
• Physical Environment
• II. Group Size and Structure
• III. Group Type

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I. Physical Environment

• Q How does a rooms environment influence the
  groups within it?
• Examples?
• How about the layout of furniture?
• What are you comfortable with?
• Environment Psychology
• Focuses on how people interact with their
  environment in a variety of contexts.
• Environment consists of things like light, space,
  sounds, color, etc.
• Our environment affects how we interpret the
  workforce.

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Physical Environment

• I. Territoriality-
• People that lay claim to and even defend an area
  or territory.
• Q What territories do you have?
• II. Personal Space-
• Its our personal space area around us.
• Men on average 16 inches
• Women on average 8 inches

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Proxemics

• Intimate Distance
• Touching to 18 inches
• Soft whispers on confidential matters
• Personal Distance
• 18 inches to 4 feet
• Soft conversations, personal matters
• Social Distance
• 4 12 feet
• Raised voices, non-confidential, public matters
• Public Distance
• 12 feet
• Requires a loud voice and impersonal topics

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II. Group Size Structure

• What is the best size of group to work with?
• Small.large..diverse..related..odd/even?
• Experts agree that the best number for a group is
  5. Why is that?
• Cohesion is weaker and morale is lower in larger
  groups. You can see this in corporate America.
• A study found that companies with a top
  leadership group that practiced democratic
  decision making were more profitable than those
  groups dominated by a boss.
• Q Have you seen this concept in your
  organization or groups?

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Group Size

• Social Loafing-
• Decreased effort of a member in a group..occurs
  in larger groups.
• Efforts wont be recognized, get fired out of
  the sky after suggestions, etc.
• Shhhh, just be quiet and get through the
  meeting/session/class.
• These loafers often have great ideas.minimize
  social loafing by
• Increasing personal involvement
• Minimize free riding
• Clarify group goals
• Set high standards
• Make the goal within their reach
• Increase unity

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III. Type of Group

• Primary Groups-
• Face-to-face association and discussions.
• Family time around the dinner table..forms the
  social nature of people.
• Casual and Social Groups-
• Neighborhood groups, fraternities, golf
  partners, street gangs.
• Fulfills a need to belong.
• Q What kinds of casual/social groups do you
  belong to?
• Educational Groups-
• Primary purpose is for study, learning, or
  instruction of some kind.
• Management training seminars, orientation.
• Classes are broken down into smaller groups.

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III. Type of Group

• Work Groups-
• Emphasized the importance of communication
  within the group.
• Stressed the importance of participation in the
  decision-making process.
• Stressed the potential value of democratic
  leadership in the group.
• These things got the job done.
• Problem-Solving Groups-
• Task-oriented, problem-solving, and
  decision-making groups.
• Tiger Teamschallenged by management to tackle
  problems and find solutions.
• Looks at Solution, value, potential market
  growth, cost/benes, company transition
• These groups spend a lot of time in careful
  discussion.

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III. Type of Group

• Computer-Assisted Groups-
• 85 of college students in the US own computers,
  60 use the web daily.
• Half of your hours are spent on-line as
  students.
• Do groups need to be in the same room these
  days?
• Q What are some examples you have seen of
  groups working together but not actually located
  in the same room?
• Video Conferencing- Becoming more popular with
  groups.
• Computer-aided communication channels- Using
  networks to challenge the group and get things
  done. Who talks to whom and who know what.
• But, do more of your group members do better with
  face to face contact? No computers?
• Can a team member work well with others in a
  virtual environment?
• Leaders must be aware of these potential issues,
  ready to address, support and train!

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Watch Out For The Common Team Traps

• Leader Abdication- Leader fails to give the
  group direction.
• Successionless Planning- No plan for who will
  lead when the leader leaves.
• Downsizing- Organization lays off members of the
  team.
• Political Suicide- Team supports ideas contrary
  to the organizations best interests.
• Team Arrogance- Team thinks its more important
  than the company.
• Undefined Accountability- Its not clear who is
  responsible for what.
• Short-Term Focus- Versus thinking long-term.
• Disruptive Team Member- May ruin the rest of the
  team.
• Poor Teamwork Habits- Individuals feel they are
  too important for the team.
• Decision By Default- Nobody agrees, so decisions
  get pushed off. No decision is made.

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Discussion

• Get into groups of 5
• Turn to page 198 of Tubbs
• Read and discuss the case study
• Be ready to share your groups thoughts to the
  rest of the class