Communication at Work Ch 1-6

Examples of "You" language

"Your report is sloppy. You'll have to clean it up." "You're always late." "That was a dumb promise you made we can never have the job done by the end of the month."

Mindful Listening

A style of listening in which one is fully present, focused and attentive. Responds to message after careful and thoughtful attention of message received.

Characteristics of Nonverbal communication

Always has communicative value (may not be intentional) Powerful: most impressions are formed from nonverbal observations; spoken words carry less weight when contradicted by nonverbal cues. Ambiguous: can be interpreted in different ways Primarily expresses attitudes: not facts, but how speaker feels about statements Affects career success: Culture bound: some vary by culture; i.e. personal space

Win-lose approach

An approach to negotiation that assumes any gain by one party is possible only at the expense of the other party. Only one side can reach its goal and any victory will be matched by other's loss.

Synchronous communication

Communication that occurs without a time lag between sending and receiving a message; i.e. face to face communication, phone calls, video conferencing. High speed or instantaneous channels.

When to Compromise

Goals are important but not worth effort. Mutually exclusive goals between equal power opponents. Temporary settlements of complex issues. Arrive at expedient solutions under time constraints. When collaboration is unsuccessful.

Co-cultures

Groups that have a clear identity within a majority culture: race, ethnicity, social class, gender, generation(Baby Boomer, Gen Xers), regional affiliation and disabilities.

Primary question

Interview question that introduces a new topic or a new area within a topic. Lead-in questions that introduce one of the major topics of the interview conversation.

Secondary question

Interview questions that seeks additional information about a topic under discussion. A question that helps the interviewer better understand the answer to a primary question. Example: "What did she say then?" "What do you mean you think the figures are right?"

Direct question

Interview: Straightforward question that asks exactly what the interviewer wants to know. Specific question. Example: "Do you have a list of employee benefits which come with this position?"

"I" language

Language in which the communicator describes his or her feelings, need and behaviors without accusing others. Focuses on speaker instead of judging the other person.

Workplace dignity

People's ability to gain a sense of self respect and self-esteem from their jobs and to be treated respectfully by others. Results in increased job satisfaction, self confidence and work efforts. Arises from respectful treatment, recognition of competence and acknowledgement of worker's value to organization.

Providing Feedback

Praise: promptly, be specific, progress not just perfections, intermittently, relay, sincerely, Difficult issues: use "I" language rather than "You", focus on problem not control, don't manipulate; show concern; demonstrate equality, keep an open mind Offering and responding to criticism: constructive criticism; respond; seek more info; agree with criticism; work for cooperative solution

Sender

Someone who transmits a message, either intentionally or unintentionally. Both sender and receiver responsible for understanding.

Jargon

Specialized terminology used by members of a particular group. Used in specific fields of work; i.e. in social media "click-through rates", "crowd-sourcing" and "enterprise 2.0"; short term used in place of longer definition of a complex idea; acronyms; can be used to evaluate person's expertise in a subject; using jargon to outsiders lends credibility; but doesn't help them understand; use a mixture.

Learning about an Organization's culture

Talking with those who work there Observation: communication practices, treatment on your visit, physical presence/workplace appearance (standardized, clean/dirty, seem prosperous/cheap).

Channel

The method or medium used to deliver a message; i.e. face to face communication , blog or text message.

Characteristics of Rapport Talk

expressive tool (to articulate emotions) as well as supportive tentative apologetic form can create impression of less authority avoids dogmatism and supports equality conversation initiation and mantenance

Example of Open Questions

"How did you hear about our company?" "How would you handle an extremely irate customer?" "What do you know about the missing document?"

Nonverbal communication

Communication by non-linguistic means, whether visually, physically or vocally. Messages expressed without words (always being sent.) movement, facial expression, nuance in voice. Even in mediated communication; emoticons, exclamation points, all CAPS not responding to an email or text.

Upward communication

Communication that flows from subordinates to superiors. Downward communication is opposite.

Asynchronous Communication

Communication that occurs with a delay between sending and receiving of a message; i.e. text messaging voice mail or email. Low speed communication channels. Effective for less urgent requests and encouraging careful thought.

Genderlect

Distinct and different styles of speaking that characterize masculine and feminine speech.

Report talk

Language that conveys information, facts, knowledge, and competence; more typically used by men. Focuses less on feelings and relationships.

Rapport talk

Language that creates connections, establishes goodwill, shows support and builds community; more typically used by women. female "genderlect"

Mindful Listening Tips

Listening to Understand: withhold judgement, talk and interrupt less, ask sincere questions, paraphrase (restating speaker's ideas), attend nonverbal cues, take notes Listening to Evaluate: analyze speaker's evidence, examine emotional appeals (can obscure important logical considerations)

Improving Nonverbal communication

Monitor your nonverbal behavior Demonstrate interest in others: immediacy Observe Conventions

Encoding

The intentional process of creating a message. Sender must choose words and nonverbal cues to get across an intentional message.

"You" language

language that often begins with the word "you" and accuses or evaluates the other person. Point a verbal finger of accusation at the receiver.

Mindless listening

A manner of listening habitually or mechanically and without thoughtfulness. React/respond to other's message automatically or routinely. This sort of low-level processing can be useful because it frees us to focus on messages which require careful attention; challenge is to decide which messages require careful attention.

Power distance

A measure (high or low) of how comfortable a culture is with differences in distribution of authority. High power distance accept the fact that power is distributed unequally (Mexico and Philipines); status and rank are expected, routine and clear-cut. Lower power distance cultures (US) downplay differences in power; employees are more comfortable approaching (even challenging) their superiors and expect to gain greater power.

Behavioral interview

An employment interview in which the candidate is asked to give concrete examples of past behaviors that show how he or she behaved in certain situations.

Channel Characteristics

Characteristics: Richness: amount of information available Speed: how quickly messages can be exchanged Control: degree to which you can manage communication process; can never have complete control. Written controls encoding of message; face to face controls attention

Workplace bullying

Intense, malicious, ongoing, and damaging words or deeds that violate the conventional standards of workplace conduct.

Closed question

Question that restricts the interviewee's responses, usually to a yes or no, a number, an item from pre-selected items, or an either-or response. Limit the range of possible responses.

Examples of Closed questions

"How long have you worked here?" "On a scale of 1 to 10, how would your rate the importance of each of these features...?" "Would you rather ..... or ....?"

Examples of "I" language

"I'll get in big trouble if we turn in a report with this many errors. We'll get a better reaction if it's reworked." "Since you've been coming in late, I've make a lot of excuses when people call asking for you. That's why I need you to start showing up on time." I'm worried about the promise you made. I don't see how we can get the job done by the end of the month."

Examples of a Hypothetical question

"If you were a manager of this department, what changes would you make?" "If you were me, what would you do under these circumstances?"

Examples of Leading questions

"You're interested in helping us work on this year's United Way campaign, aren't you?" "You aren't really serious about asking for a raise now, are you?"

Conducting the Negotiation

A Win-Win solution is most successful when following steps are used: Identify the ends both parties are seeking. Brainstorm a list of possible solutions. Evaluate alternative solutions. Implement and follow up on solution.

Win-win approach

A collaborative approach to negotiation that assumes solutions can be reached that meet the needs of all parties. Negotiators collaborate achieving an outcome in which everyone is satisfied. Results come from focusing on ends (goal) rather than means (how).

Polychronic time orientation

A cultural orientation in which people and personal relationships are more important that appointments and efficiency of time. Seeing time as more fluid; most Latin American, southern European and Middle Eastern cultures. " make friends first do business later"

Short term orientation

A cultural orientation that values quick payoffs over long-range goals. (Western cultures) Conflict may arise when some push for quick fix while others urge patience.

Monochronic time orientation

A cultural orientation that values time, efficiency, promptness and chronological order over personal relationships. Seeing time as almost a tangible substance; North Americans and Europeans. "time is money" "Making time, saving time, wasting time..."

Task-oriented listening

A listening style concerned with understanding information that will facilitate accomplishing the task at hand. Getting the job done. Efficiency is biggest concern. Can help keep things functioning efficiently. Drawback: impatience can strain relationships, tendency toward verbal aggressiveness; can hamper thoughtful deliberation.

Critical Listening

A listening style of evaluating messages for accuracy and consistency. Go beyond trying to understand and try to assess quality. Helpful to investigate a problem. Drawback: can be seen as "nit-picker".

Analytical listening

A listening style that focuses on scrutinizing message from a variety of viewpoints. Concerned about attending to the full message before coming to a judgment. Systematic thinkers. Helpful to Assess quality of ideas. Drawback: can be time consuming.

Gatekeeper

A person, such as a personal assistant or receptionist, who manages access to another person.

Organizational culture

A relatively constant and collective system of behaviors and values within an organization. Unique traits of a particular organization. It is relatively stable, shared set of rules about how to behave and sets of values about what is important. "The way things are around here."

Types of Workplace bullying

Aggression: fear and intimidation Criticism:nit picking that destroys confidence/competence Deviousness: passive-aggressive, dishonest and indirect Gate-keeping: control resources needed to succeed

Relational listening

An empathic listening style, primarily concerned with feelings. Concerned with emotional connecting with others. Key strength: people getting "listened to" are more satisfied with relationships and life. Drawback: getting overly involved in feeling, may lose the ability to assess quality of information.

Compromise

An orientation toward negotiation that assumes each side needs to lose at least some of what it was seeking. Each party sacrifices something he or she is seeking to gain an agreement. Middle range approach; less desirable than collaborating; more desirable than competing; more assertive than avoiding or accommodating;

Noise

Any factor that interferes with a message (also called barriers or interference).

Reciever

Any person who perceives a message and attaches meaning to it, whether or not the message was intended for that person. Must attach meaning to words or behavior. Actively interpret and respond to messages. Both sender and receiver responsible for understanding.

Approaches to Conflict

Avoiding Accommodating: give in to maintain harmony Competing: only way to reach goal is to overcome the other (Win-lose or Lose-lose) Collaborating: assumes possible to meet both own and other's needs; work for best possible solution; (Win-Win) Compromising: each sacrifices to gain an agreement; cooperative but self centered as each act to get best deal. Could be lose-lose

Effect of Organization culture

Can determine where and how long you work. Shape the emotional environment (degree or cooperation and competition and notions of amount and kinds of appropriate fun) Influence the way you dress and physical environment. Governs amount and type of interaction with coworkers and management. Can affect your satisfaction with job; when values match more satisfying.

Characteristics of Report Talk

Claim attention, assert a position, establish status and show independence Uses language instrumentally to get things done offer advice Assertive, certain, direct, authoritative dominance and control men talk at greater length; decide topic controls conversation

Preparing to Negotiate

Clarify your interests and needs; focus on ends/goal. Consider the best time to raise the issue. (time of yr/day) Consider cultural differences. Prepare your statement; use "I" language

Formal communication networds

Described in organizational charts which provide a clear guideline of who is responsible for a given task and which employees are responsible for other's performance. Includes upward, downward and horizontal communication.

Negotiation

Discussion of specific proposals for the purpose of finding a mutually acceptable agreement or settlement. Needed to address conflict directly either by collaborating, competing or compromising. Not needed in avoiding or accommodating approaches.

Barriers to Effective Listening (aka Noise)

Environmental: voices, ringing phones, smells Physiological: hearing disorders, illnesses, disabilities, fatigue Psychological: egotism, ethnocentrism (cultural ignorance or prejudices), defensiveness, assumptions, stereotypes, biases, prejudices, hostility, preoccupation, message overload(multitasking) and fear.

Hypothetical question

Question that asks an interviewee how he or she might respond under certain circumstances.

Behavioral question

Question that asks for specific examples of past behaviors. Example: "Tell me about a time when you...."

Leading question

Question that directs the interviewee to answer in a certain way, often by indicating the answer the interviewer wants to hear. A question phrased in such a way as to suggest the desired question. Looks legitimate but have no place in most interviews.

Open question

Question that invites a broad, detailed response. Broad-based probes that call on the interviewee to provide perspective, ideas, information, feelings or opinions as he or she answers the question.

High context culture

Relies heavily on subtle, often nonverbal cues to convey meaning, save face, and maintain social harmony; rather than using plainly stated words to avoid upsetting their listeners.

Decoding

The process of attaching meaning to words, symbols or behaviors. Receiver attaches meaning to words or behavior.

Feedback

The recognizable response to a message. The receiver's discernible response to a sender's message. Can be: smile, email response, choosing not to return phone call. Feedback is also given in response to behavior or as complaints.

Culture

The set of values, beliefs, norms, customs, rules and codes that leads people to define themselves as a distinct group, giving them a sense of community. A learned set of shared interpretations about beliefs, values and norm that affect the behavior of a relatively large group of people.

Low context culture

Uses language primarily to express thoughts feelings and ideas as clearly and logically as possible.

Types of Nonverbal Communication

Voice: Para-language describes a wide range of vocal characteristics to help express an attitude including: pitch (high-low), resonance (resonant-thin), range(spread-narrow), tempo(rapid-slow), articulation (precise-imprecise), disfluencies(um,er, ah, etc), rhythm (smooth-jerky), pauses(frequency and duration) and volume (loud-soft). up-talk ending on rising pitch. Appearance: attractiveness, clothing (dress up or down) Face and Eyes: face communicates emotions clearly; facial expressions can be ambiguous; eyes good indicator; vary by culture; eye contact can be deceptive Posture and Movement: i.e.leaning toward speaker, fidgeting , clenched fists, relaxation/tension, tallness equates to power/authority, Personal Space and distance: 4 distance zones; intimate, casual -personal, social-consultative, and public Physical Environment: power locations Time: early/late arrival; mono-chronic cultures speaking with time allotted show planning and concern.

Messages conveyed by Upward Communication

What subordinates are doing. Unsolved work problems. Suggestions for improvements. How subordinates feel about each other and the job.