Intro to business Lesson 10

diagonal communication

flow occurs between different structural levels (or divisions) in an organization, such as a higher-level employee interacting with a lower-level employee who does not directly report to him or vice versa.

horizontal communication flow

(also referred to as lateral flow) occurs across the organization between employees on the same organizational level, such as between department managers.

emotional disconnects

Almost the first thing parents learn is to never to try to have a rational discussion with a screaming toddler or an angry teenager. If they wait until the young person is more receptive to what they have to say, the odds of a successful conversation improve dramatically.

denotation and connotation

Confusion can also arise from the use of language by people from different educational levels, culture, and dialect. For instance, the terms lift and braces denote two entirely different meanings in the United States and in England. A Londoner might reasonably ask her partner if he was planning on wearing braces with his pants.

it strengthens company management

Effective communicators make better managers and leaders. They are better able to communicate the company's needs and expectations, establish clear goals and objectives, and provide valuable feedback to employees about their performance.

it builds employee morale

Employees who believe that they are kept in the loop experience higher morale and a feeling of security in their jobs.

it creates an inclusive workplace environment

Good communication builds stronger relationships all across the company and between everyone in the workplace. When all employees are encouraged to make suggestions, this allows them to feel involved in decision-making and can increase their motivation.

communication builds effective teams

Good communication within a team makes it cohesive and keeps members working toward a common goal. Encouraging open communication helps team members feel their ideas are valued, and this makes them more confident in contributing to the group.

it encourages innovation

Good communicators are better able to explain and support their ideas and gain the cooperation of others in producing new goods or services.

avoid making assumptions

If you are unclear about what the sender is saying, wait until you have heard the entire message, and then you can ask questions rather than making your own assumptions. Assumptions can cause misunderstandings that break down trust between sender and receiver and can negatively affect working relationships.

credibility

In communication, the validity of the message is tied to the reputation of the sender. If the receiver does not trust the sender, he will view the message itself with skepticism or suspicion. If the sender is trustworthy, the receiver will likely believe the message despite her personal opinions about that subject.

listen first then speak

Listen to what the sender is saying before you start speaking or sending your response. Resist interrupting, and take time to absorb what the sender is saying before offering suggestions or comments. Keep an open mind and remain attentive to the sender's message, and, when they are finished, you can ask any questions and formulate a response.

watch for non verbal cues

Much communication is done non-verbally, with our posture, physical expressions, eye contact, and gestures. Your tone of voice can also relay hidden messages. Effective communication involves openness and authenticity between sender and receiver. If either sender or receiver—or both parties—detect that what is being said conflicts with the body language observed, then it may be better to step back from the situation and regroup at another time.

be respectful of other

Part of effective communication is being open and transparent when relating to others. However, always be respectful of others when expressing your ideas, concerns, frustrations, and opinions. Respectful communication helps build trust and cooperation between coworkers and encourages finding workable solutions to problems.

filtering

Personal and particular experiences color how people view the world and how they communicate. A message sender sees the world through one set of filters (experiences and values) and the receiver sees it through a different set of filters. Each message has to pass, therefore, through at least two sets of filters. The more similar people are in lifestyle, experience, culture, and language, the more similar their mental filters are likely to be and the less distortion should occur.

practice patience

Practice patience: Effective communication requires good listening and speaking skills, and both require patience. Do not try to rush your message—or rush a response from someone—if they happen to process information differently from you or if you have a different agenda than they do. Patience, and well-considered communication serve to strengthen relationships between coworkers.

selective perception

Selective perception is the tendency to either "under notice" or "over focus on" stimuli that cause emotional discomfort or contradict prior beliefs. For instance, some people live purposefully healthy lifestyles by frequently exercising and eating only nutritious food but still smoke cigarettes. Psychologists believe that they are selectively ignoring the evidence that smoking is dangerous to their health.

semantics

Semantics is the study of the meaning of words and phrases. You might hear one person say to another "I do not want to argue semantics," meaning he does not want to get caught up in trivial and unimportant details or play with words.

pick the right time and place to talk

Set aside an appropriate amount of time to communicate your message and a quiet place free from distractions. Many companies schedule regular meetings or information sessions to ensure there is a time and place to keep employees updated and in the loop. Meetings can also be effective for discussing and resolving issues related to the group.

physical conditions

Sometimes "noise" is just exactly that—loud or distracting sounds that make it impossible to hear or concentrate. The general level of background noise can be so intense that it is hard to focus for long on one particular voice. A room may be so hot or so cold that people cannot get comfortable and cannot pay attention.

team success and failure

Teams can be inefficient due to poor communication; they can have poor decision-making skills due to conformity effects; they can also have conflict within the group. The popularity of teams may in part result from the team halo effect: teams are given credit for their successes, but individuals within a team are blamed for team failures.

Effective communication, then, depends on the following conditions between the three distinct parts of the communication model:

The sender is appropriately matched to the receiver The message is communicated clearly via an appropriate channel The receiver has the opportunity to respond to the sender

information overload

We have all been in situations when we felt that too much information was coming at us. When this happens, we feel overwhelmed and fear that we will not be able to retain any information at all. Sometimes, it is not just the quantity of communication but the level that causes overload. If the message contains information that is new to the receiver, including processes or concepts that are not familiar, then the chances of overload

it builds trust

When a company encourages openness and transparency in communication, it strengthens internal relationships and creates a more positive, inclusive workplace. When employees feel that they belong, this builds trust.

espoused values

are concepts or beliefs that the management or the entire organization endorses. They are the rules that allow employees to know which actions they should take in different situations and which information they should adhere to.

informal communication channel

are of a more casual nature among employees, such as email, phone calls, instant messaging, and face-to-face conversations.

formal communication channels

are planned communications such as face-to-face meetings, email, memos, conference calls, reports, and presentations. They are usually used to communicate organization-wide information such as company policies and procedures, organizational changes, new business initiatives, and company performance.

creative teams

are used to develop innovative possibilities or solutions, for example, design teams for car manufacturers create new vehicle models.

tactical terms

are used to execute a well-defined plan or objective, such as a police or FBI SWAT team handling a hostage situation.

diversity

can introduce communication and interpersonal-relationship problems that hinder performance, but, on the other hand, diversity can also increase the team's skill set, which may include skills that can actually improve team member interactions. In a 2013 university study, researchers studied project teams in a university business school in which the gender mix of the teams was manipulated.

source credibility

describes the sender's positive characteristics that affect the receiver's acceptance of a message. A manager's source credibility is based on experience, knowledge, and interpersonal skills. Managers who deal openly and candidly with employees will find it easier to solicit the kind of feedback that tells them whether their message has been understood.

organizational culture

encompasses the values, visions, hierarchies, norms, and interactions among its employees. It is how an organization is run, how it operates, and how it makes decisions; the industry in which the organization participates may have an influence.

the middle phase

identified by Dr. Lafair is when the group begins to come together to share ideas and to work together for team success. The team becomes more cohesive and effective.

Vertical communication flow

occurs upward and downward between levels of an organization, such as between a subordinate and his superior (upward flow) or the superior and his subordinate (downward flow).

Team Types There are three basic types of teams:

problem resolution teams, creative teams, and tactical teams.

formation of teams stage

team members get to know one another. Enthusiasm is high, but expectations may be unclear. The focus tends to be on group organization, assignment of tasks, and identification of goals.

problem resolution

teams are created for the purpose of solving a particular problem or issue, for example, the diagnostic teams at the Centers for Disease Control.

creation of norms phase

the team discusses those areas that are in need of problem-solving and how the team will work together with group member differences beginning to come to light. This phase may be unpleasant for those members who wish to avoid conflict.

work teams

which bring together diverse skills, experience, and expertise. This is in contrast to organizational structures that have individuals at their base. In the team-based approach, teams are brought together and given a specific task or goal to accomplish.

perform stage

which she refers to as a "great place." Dr. Lafair says, "Most teams end their process at this stage, while all is going well." There is generally a period of time where the teams are performing at their maximum abilities, sales are being made, ideas are being generated and flowing, Internet responses are high, and the procedures put into place by the team are humming along at a steady pace.