Chapter 9: Communication in the digital age
It is possible to improve communications between the sexes and generations by:
-avoiding assumptions based on sex or age -employing a variety of communication media -make sure people get credit for their ideas and not their gender -Clarify communication expectations and norms
The reasons that banning access to social media at work can damage employee morale and loyalty include:
-fairness to those who are expected to be available for work outside of regular hours -alienating younger employees who are used to being "plugged in" -lack of trust
two key actions of empathy
-mindfulness: placing our attention on the feelings and emotions being displayed both verbally and nonverbally by others -incorporating our understanding of another person's feelings and thoughts into our communications
What point should you keep in mind when dealing with nervousness in making a presentation?
Audience members expect you to be nervous.
Five step protocol to deliver with impact
Frame your story Plan your deliver Develop your stage presence plan your multimedia put it together
the following statements about videoconferencing are true
It provides enhanced communication over e-mail and texts. It has a code of conduct for participating in meetings
he biggest negative impact of social media use by employees at their workplaces?
Losing productivity
encourage testing
Make it safe for others to share their opposing views. Find a mutual purpose.
When delivering a presentation, which of the following are the most important things to know?
One should know how to transition from one topic to another. One should know the concepts behind each bullet point in the presentation.
the following types of behavior are exhibited when people believe that they are being attacked or threatened?
Passive-aggressive Defensive
What are some of the best practices for using slides in a presentation?
Provide commentary to the slides rather than reading them aloud. Make sure the font is large enough to see from the back of the room. Limit the number of words per slide.
What techniques can an individual use to communicate more effectively?
Remember that all communication is like a presentation. Look for ways the message can be misinterpreted. Avoid miscommunication due to gender and generational differences.
STATE: How to Be Effective When It's Crucial
Share your facts Tell your story Ask for others' facts and stories Talk tentatively Encourage testing
four factors affect communication richness
Speed of feedback channel type language source
share your facts
Start with the least controversial elements that support what you want for the relationship.
In which ways are stories better than reports for making presentations?
Stories offer personal and sometimes emotional information. Stories help the presenter connect with the audience.
ask for others' facts and stories
Talk with others, not at them. Create dialog. don't be accusatory. Use "I" instead of "you."
communication
The exchange of info between a sender and a receiver, and the inference (perception) of meaning between the individuals involved -circular and dynamic process in which people interpret and make sense of the info they exhange.
Encoding - communication process
The process of converting the sender's ideas into a message, which could be verbal, visual, or both.
How can managers avoid miscommunication and ensure that employees get the intended message?
by being aware of linguistic difference between women and men by paraphrasing and summarizing what others communicate by learning ways to handle crucial conversations
Social media can contribute to the productivity of companies of all sizes and industries by:
connecting sources of knowledge across organizations, offices, and time zones expanding to include outsiders in problem-solving connecting in real time and over distances with many stakeholders
the following are elements in framing a presentation
considering what the audience knows ending the presentation with a solution explaining why the subject matters
Problems for employers resulting from social media can be prevented or reduced by developing a policy that:
describes the purposes for which social media can be used states the consequences for noncompliance of social media usage describes who, how, and when social media can be used
he following interpersonal communication differences between men and women are attributed to the Darwinian perspective
different drives, needs, and conflicts between men and women gender differences associated with reproductive strategies inherited biological differences between the sexes
The following are more clearly understood because of nonverbal communication.
emotions attitudes
What is the most important element of developing stage presence?
eye contact
Before providing it, it is very important to learn your manager's receptiveness to receiving
feedback
When a receiver reacts to a sender's message, ______ is returned to the sender.
feedback
When conducting difficult or crucial conversations, you should show respect by doing which of the following?
focusing on mutual purpose, such as gains or benefits allowing others to share their ideas and feelings not interrupting, steamrolling, or intimidating others
the following should be included in a company's social media policy
guidelines on confidentiality an outline of consequences for violations appropriate ways to engage others online
Highly complex situations are
hard to analyze, and often emotionally charged. lacks clarity
What nonverbal message is expressed by having your palms up?
immediacy and openness
What aspect of conversational skills and habits do women focus on?
rapport and relationships
linguistic style
refers to a person's characteristic speaking pattern
empathy
represents the ability to recognize and understand another person's feelings and thoughts -reflective technique that foster open communication
To enhance productivity, which tool may be used to collaborate and communicate with colleagues and customers?
social media
Social media has eroded privacy and it is important to recognize that your reputation and your employer's can be damaged in the following ways:
social stigma legal action loss of employment or business
social media
the use of web-based and mobile tech to generate interactive dialogue with members of a network.
When people are empathetic, they acknowledge the _____ of others.
thoughts feelings
What is the main driving force behind the use of all forms of technology, including social media, at work?
to boost productivity
Why should you use multimedia in a presentation?
to convey emotion to the audience
A useful way of framing a presentation is
to think of it as a journey
True or false: A manager's behavior is one of the most powerful means of influencing others.
true
decoding and creating meaning
- Decoding occurs when receivers receive a message. It is the process of interpreting and making sense of a message. -different people can interpret the same message differently
tips for managing e-mail?
-Prioritize 20% of e-mails and defer the other 80%. -Use folders and categories to organize your inbox. -Do not check e-mails at all hours. -set aside a specific time -make decisions and respond immediately to emails that require a brief response
the following result from employee access to social media?
-an increase in employee performance -a reduction in the amount of time spent retrieving needed information -an increase in job satisfaction and work-life balance
source of noise
Any noise that occurs in or on an oscillating or vibrating object nonverbal communication a loud environment handwriting that is hard to read
What does the social role theory suggest about the differing linguistic styles of men and women?
Boys and girls are taught to communicate differently.
Nonverbal communication
Communication without words
tell your story
Describe how you've arrived where you are and what you'd like to see change and why
talk tentatively
Describe the impact that the facts have on you via your story.
Crucial conversations
Discussions in which the stakes are high, opinions vary, and emotions run strong.
What are some examples of communication styles associated with men?
Men see conversations as negotiations to keep the upper hand. Men hide their emotions.
the following groups are more likely to communicate via digital devices?
Millennials Gen Xers
Why do researchers estimate that typical listeners retain only 20-50 percent of what they hear?
Underutilized cognitive processes lead to daydreaming. People think faster than others speak. People may not be motivated to make the effort to listen.
sender
a person who transmits a message
Feedback
a reaction that the receiver gives to a message offered by the sender, back and forth until the sender and the receiver believe they have effectively communicated
the following can be a receiver
a team a company an individual
Four Styles of Listening
active, involved, passive, detached
Male communication styles are more ______, and they often hide their _____
aggressive; emotion
noise
anything that interferes with, distorts, or slows down the transmission of a message
Managing up includes:
asking for permission to provide coaching finding how best to deliver criticism learning your manager's view of coaching
During coaching conversations, what can employees do to discuss problems with their bosses?
be sensitive offer suggestions in a polite manner speak to specific behaviors and situations
What communication tendencies are men more likely to exhibit than women?
boasting about themselves giving blunt feedback
four key sources of nonverbal messages
body movements and gestures, touch, facial expressions, eye contact
What are some examples of communication styles associated with women?
conversational skills offering support building relationships
True or false: Social media are all based on a single technology.
false
True or false: Feedback can only occur when the original receiver expresses a reaction to the sender's message.
false: The process of sending feedback back and forth occurs until the sender and receiver believe they have effectively communicated.
According to Deborah Tannen, linguistic style includes such features as:
jokes directness or indirectness word choice
serves as a message foundation
language
In the perceptual model of communication, a message's ______ is created by the receiver.
meaning
media richness
measure the capacity of a given communication medium to convey info and promote understanding.
What are the three basic ways to deliver a presentation?
memorizing and rehearsing the presentation using a bulleted list that outlines the presentation reading the presentation from a script
needed for listening to take place
mindful attention the processing of information
The problem with banning access to social media during work is that it can damage employee ______ and _____.
morale/trust ; loyalty
benefit of nonverbal communication?
more accurate interpretation of a message
Communication skills that impact communication competence include:
nondefensive communication nonverbal communication active listening
What is an effective mechanism to check on communication accuracy?
paraphrasing or restating what someone else has said or written
communication competence
performance-based index of an individual's abilities to effectively use communication behaviors in a given context
Although it is essential, if not managed effectively, e-mail can be a huge _____ drain.
productivity
the following concepts have shown that social media contribute to employee productivity?
providing more creativity and collaboration increasing job satisfaction improving performance and retention
low-complexity situations are
routine and predictable
how the communication process works
sender, message, receiver, encoding, decoding, medium, feedback, noise
What communication tendencies are women more likely to exhibit than men?
sharing credit for success giving tactful feedback
listening
the process of actively decoding and interpreting verbal messages
A person's linguistic style is used in which of the following ways?
to communicate intended meaning to assess other people to decipher the meaning of others' communication
True or false: Establishing a trusting relationship with your boss may make you the "go to" person to fill in when needed.
true
the following are reasons that people do not retain what they hear
underutilized cognitive processes noise
cyberloafing
using the internet at work for personal use