Listen the Unspoken Words By: Amin Rajani Listen the unsspoken words. The Australian flight was on Monday. Ansett Airlines flew on Monday. Zoubari went with British Airways. Brown went on Wednesday. Smith went to New Zealand. Qantas flew on Friday Zoubari went on Tuesday. Singapore Airlines flew to London. Wong went with united airlines.
Listen the Unspoken Words By: Amin Rajani Listen the unsspoken words. The Australian flight was on Monday. Ansett Airlines flew on Monday. Zoubari went with British Airways. Brown went on Wednesday. Smith went to New Zealand. Qantas flew on Friday Zoubari went on Tuesday. Singapore Airlines flew to London. Wong went with united airlines.
Listen the Unspoken Words By: Amin Rajani Listen the unsspoken words. The Australian flight was on Monday. Ansett Airlines flew on Monday. Zoubari went with British Airways. Brown went on Wednesday. Smith went to New Zealand. Qantas flew on Friday Zoubari went on Tuesday. Singapore Airlines flew to London. Wong went with united airlines.
Listen the Unspoken Words Listen the Unspoken Words
By: Amin Rajani
Listen the Unspoken Listen the Unspoken Words Words Who Went Where Who Went Where Who Went Where Who Went Where Slide 3 Jones flew with Ansett Airlines. The Hong Kong flight was on Saturday. British Airways flew to the US. Brown went on Wednesday. Brown went on Wednesday. Smith went to New Zealand. Qantas flew on Friday Zoubari went on Tuesday. Singapore Airlines flew to London. Wong went with United Airlines. Slide 4 The Australian flight was on Monday. Ansett Airlines flew on Monday. Wong flew to Hong Kong. Zoubari went with British Airways. Brown went to the UK. Communication Communication Communication Communication The transference The transference and understanding of meaning Slide 5 meaning Changes Affecting the Changes Affecting the Workplace Workplace Heightened global Heightened global competition Flattened management hierarchies Expanded team-based management Innovative communication technologies Slide 6 technologies New work environments Increasingly diverse workforce Success for Success for YOU YOU in the new in the new global and diverse global and diverse workplace requires excellent workplace requires excellent communication skills! communication skills! Success for Success for YOU YOU in the new in the new global and diverse global and diverse workplace requires excellent workplace requires excellent communication skills! communication skills! workplace requires excellent workplace requires excellent communication skills! communication skills! workplace requires excellent workplace requires excellent communication skills! communication skills! Slide 7 COMMUNICATION MODEL COMMUNICATION MODEL EVOLVED EVOLVED COMMUNICATION MODEL COMMUNICATION MODEL EVOLVED EVOLVED ACTION INTERACTION Slide 8 TRANSACTION The Communication Process The Communication Process Basic Model Basic Model Slide 9 The Communication Process The Communication Process Basic Model Basic Model 1. Sender has idea Slide 10 The Communication Process The Communication Process Basic Model Basic Model 1. Sender has idea Slide 11 The Communication Process The Communication Process Basic Model Basic Model 2. Sender encodes idea in message 1. Sender has idea Slide 12 message The Communication Process The Communication Process Basic Model Basic Model 2. Sender encodes idea in message 1. Sender has idea Slide 13 message The Communication Process The Communication Process Basic Model Basic Model 3. Message travels over channel 2. Sender encodes idea in message 1. Sender has idea Slide 14 channel message The Communication Process The Communication Process Basic Model Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Slide 15 message channel The Communication Process The Communication Process Basic Model Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message Slide 16 message channel The Communication Process The Communication Process Expanded Model Expanded Model The Communication Process The Communication Process Expanded Model Expanded Model Slide 17 Miscommunication Miscommunication Miscommunication Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: Hello Walter, Hello Walter! Slide 18 shouts: Hello Walter, Hello Walter! Miscommunication Miscommunication Miscommunication Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized Slide 19 veteran news anchor suddenly realized what they'd been shouting: Low water, low water! Analysis of Flawed Analysis of Flawed Communication Process Communication Process Slide 20 Analysis of Flawed Analysis of Flawed Communication Process Communication Process Sender Sender has idea Warn boater Slide 21 Analysis of Flawed Analysis of Flawed Communication Process Communication Process Sender Sender has idea Warn boater Sender encodes message Low water! Slide 22 Analysis of Flawed Analysis of Flawed Communication Process Communication Process Sender Sender has idea Warn boater Sender encodes message Low water! Channel carries message Message distorted Slide 23 Analysis of Flawed Analysis of Flawed Communication Process Communication Process Sender Sender has idea Warn boater Sender encodes message Low water! Channel carries message Message distorted Receiver Receiver decodes message Hello Walter! Slide 24 Barriers That Caused Barriers That Caused Cronkite Miscommunication Cronkite Miscommunication Barriers That Caused Barriers That Caused Cronkite Miscommunication Cronkite Miscommunication Frame of reference Receiver accustomed to Frame of reference Language skills accustomed to acclaim and appreciative crowds. Maine accent makes "water" and "Walter" sound similar. Slide 25 Listening skills sound similar. Receiver more accustomed to speaking than to listening. Barriers That Caused Barriers That Caused Cronkite Miscommunication Cronkite Miscommunication Barriers That Caused Barriers That Caused Cronkite Miscommunication Cronkite Miscommunication Emotional Ego prompted Emotional interference Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, Slide 26 Physical barriers Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills? OTHER BARRIERS OTHER BARRIERS OTHER BARRIERS OTHER BARRIERS Filtering Filtering Selective Perception Information Overload Being Self-Absorbed Criticizing the Speaker Speech Rate versus Thought Rate Slide 27 Speech Rate versus Thought Rate Communication apprehension Cultural Barrier High context & low context cultures Non-verbal words Overcoming Communication Overcoming Communication Barriers Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Slide 28 listening skills. Question your preconceptions. Plan for feedback. Organizational Communication Organizational Communication Functions: internal and external Form: oral and written Form: channel selection dependent on Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality Slide 29 Need to show empathy, friendliness, formality Flow: Formal: down, up, horizontal Informal: grapevine Communication Flowing Communication Flowing Through Formal Channels Through Formal Channels Horizontal Downward Upward Upward Downward Upward Downward Management directives Job plans, policies Horizontal Task coordination Information sharing Upward Employee feedback Progress reports Slide 30 Job plans, policies Company goals Mission statements Information sharing Problem solving Conflict resolution Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline Forms of Communication Flowing Forms of Communication Flowing Through Formal Channels Through Formal Channels Oral Oral Written Electronic Electronic Written Executive memos, letters Electronic E-mail Oral Telephone Slide 31 Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual E-mail Voicemail Instant Messaging Intranet Videoconferencing Telephone Face-to-face conversation Company meetings Team meetings Knowledge Management Knowledge Management Knowledge Management Knowledge Management The process of organizing and The process of organizing and distributing an organizations collective wisdom so the right information gets to the right people a the right time KM begins by identifying what Slide 32 KM begins by identifying what matters to the organization Interpersonal Communication Interpersonal Communication Interpersonal Communication Interpersonal Communication Oral Communication Advantages: Speed and feedback. Disadvantage: Distortion of the message. Disadvantage: Distortion of the message. Written Communication Advantages: Tangible and verifiable. Disadvantages: Time consuming and lacks feedback. Nonverbal Communication Advantages: Supports other communications and Slide 33 Advantages: Supports other communications and provides observable expression of emotions and feelings. Disadvantage: Misperception of body language or gestures can influence receivers interpretation of message. Grapevine Grapevine Grapevine Grapevine Grapevine Characteristics Informal, not controlled by management. Perceived by most employees as being more believable and reliable than formal communications. Largely used to serve the self-interests of those who use it. Results from: Slide 34 Results from: Desire for information about important situations Ambiguous conditions Conditions that cause anxiety Politically Correct Politically Correct Communication Communication Politically Correct Politically Correct Communication Communication Certain words stereotype, intimidate, and insult individuals. individuals. In an increasingly diverse workforce, we must be sensitive to how words might offend others. Removed: handicapped, blind, and elderly Replaced with: physically challenged, visually impaired, and senior. Removing certain words from the vocabulary makes it Slide 35 Removing certain words from the vocabulary makes it harder to communicate accurately. Removed: garbage, quotas, and women. Replaced with terms: postconsumer waste materials, educational equity, and people of gender. Communicating in Teams By: Amin Rajani TEAMWORK TEAMWORK TEAMWORK TEAMWORK TOGETHER WE MAKE A DIFFERENCE Slide 37 DIFFERENCE COMMUNICATION COMMUNICATION COMMUNICATION COMMUNICATION Team accomplishments are built upon a Slide 38 are built upon a constructive exchange of ideas Learning Learning Objectives Objectives Learning Learning Objectives Objectives Discuss importance of communicating in team oriented workplace in team oriented workplace Identify Characteristics of successful teams List techniques for Team-based written and oral presentations Slide 39 and oral presentations How to become effective listener learn importance of nonverbal communication Communicating in Team Communicating in Team Communicating in Team Communicating in Team Team are properly Team are properly Team are properly Team are properly Team are properly Team are properly effective only when effective only when everyone learns to everyone learns to pull together. pull together. Team are properly Team are properly effective only when effective only when everyone learns to everyone learns to pull together. pull together. Slide 41 pull together. pull together. pull together. pull together. Communication Methods Communication Methods Communication Methods Communication Methods Casual Conversation Traditional method Electronic means Video-conferences Slide 42 Video-conferences GROUP GROUP GROUP GROUP Two or more Two or more individuals, interacting and interdependent, who have come together to achieve Slide 43 together to achieve particular objectives. Team Team Team Team A group whose A group whose individual efforts result in a performance that is greater than sum of Slide 44 greater than sum of individual inputs. 2. Storming Stages of Team Stages of Team Development Development Stages of Team Stages of Team Development Development 1. Forming 3. Norming 4. Performing 5. Adjourning Slide 45 Stages of Team Development Slide 46 Forming Forming Forming Forming Feelings of... Feelings of... Excitement Suspicion Optimism Fear Slide 47 Fear Anxiety Anticipation Storming Storming Storming Storming Resistance Resistance Uncertainty Impatience Hostility Slide 48 Hostility Discomfort Norming Norming Norming Norming Safety and Safety and security Acceptance Renewed energy Slide 49 Renewed energy Focus on the process Performing Performing Performing Performing Feelings of Feelings of Pride Satisfaction Excitement Slide 50 Excitement Adjourning Adjourning Adjourning Adjourning Satisfaction and sadness Satisfaction and sadness Completion and letdown Excitement and regret Slide 51 How does the conflict How does the conflict begins? begins? How does the conflict How does the conflict begins? begins? Conversion of different opinion into acute condition a conflict begins. Slide 52 a conflict begins. Types of conflict Types of conflict Types of conflict Types of conflict There are 2 types of There are 2 types of conflict: INTRAPERSONAL CONFLICT INTERPERSONAL Slide 53 INTERPERSONAL CONFLICT Intrapersonal conflict Intrapersonal conflict Intrapersonal conflict Intrapersonal conflict Intrapersonal conflict are Intrapersonal conflict are those occur within the individual (e.g) Struggling with decision Trying to resolve the Slide 54 Trying to resolve the contradictory set of beliefs and attitudes Interpersonal conflict Interpersonal conflict Interpersonal conflict Interpersonal conflict Conflict occur between Conflict occur between people. (e.g) Disagreement between two or more people Conflict between husband and wife Slide 55 and wife Family conflicts Types of Conflict in Team Types of Conflict in Team Types of Conflict in Team Types of Conflict in Team Two kinds of Two kinds of Conflict. Cognitive Conflict Affective Conflict Slide 56 Affective Conflict Kinds of Conflict Kinds of Conflict Kinds of Conflict Kinds of Conflict Cognitive Conflict Cognitive Conflict Centers on issues and is considered healthy and functional. Affective Conflict: Centers on feelings and Slide 57 Centers on feelings and personalities and is considered disruptive. Conflict Indicators Conflict Indicators Conflict Indicators Conflict Indicators Less interactive Less interactive communication Increase in rumors Avoidance of normal channel Slide 58 channel Body languages Misunderstanding Groupthink Groupthink Groupthink Groupthink Group members Group members agree without examine alternatives or considering contingency plans. Slide 59 contingency plans. Characteristics of successful Characteristics of successful Team Team Characteristics of successful Characteristics of successful Team Team Small size, Diverse Makeup Agreement on purpose Agreement on purpose Agreement on procedure Ability to confront conflict Use of good communication techniques Slide 60 techniques Ability to collaborate rather than compete Shared leadership. Strategies for reaching Group Strategies for reaching Group Decision Decision Strategies for reaching Group Strategies for reaching Group Decision Decision Majority Majority Consensus Minority Averaging Slide 61 Authority Rule with Discussion Conclusion Conclusion Conclusion Conclusion Team should spend as much Team should spend as much time together as possible within working hours. People need to be comfortable to work well together. Negative behavior within team Slide 62 Negative behavior within team needs to be wiped out. Insecurity is the enemy of team excellence and good management. Listening and Nonverbal Listening and Nonverbal Communication Communication Communication Communication Listening Listening Slide 64 Slide 65 What is Listening? What is Listening? What is Listening? What is Listening? listening (ILA, 1996): the process listening (ILA, 1996): the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention Slide 66 thoughtful attention Effective communication is 2-way depends on speaking and listening Fast Facts Fast Facts Fast Facts Fast Facts We listen at 125-250 wpm, think at 1000-3000 wpm 1000-3000 wpm 75% of the time we are distracted, preoccupied or forgetful 20% of the time, we remember what we hear Slide 67 More than 35% of businesses think listening is a top skill for success Less than 2% of people have had formal education with listening What kind of listener are What kind of listener are you? you? What kind of listener are What kind of listener are you? you? Do you ask questions? Do you ask questions? Do you zone out? Do you remember whats said? Can you identify the Slide 68 Can you identify the important points? Is all you hear blah blah blah? The Listening The Listening Process Process Slide 69 The Listening Process The Listening Process Perception Slide 70 The Listening Process The Listening Process Perception Tune In Reduced by: 1. Impaired Hearing 2. Noisy when we 1.are interested in the topic 2. are in mood to listen 3. sense that message is Slide 71 2. Noisy surroundin g 3. Inattention 4. pseudoliste ning message is important The Listening Process The Listening Process Perception Interpretation Colored by: 1.Cultural 2. Educational Slide 72 2. Educational 3. Social Frames The Listening The Listening Process Process Perception Evaluation Interpretation Slide 73 The Listening The Listening Process Process Perception Separate fact Evaluation Interpretation Separate fact from opinion Avoid prejudging Jump to conclusion Slide 74 Action Listening Process Listening Process Barriers Barriers Listening Process Listening Process Barriers Barriers Mental Barriers Inattention Inattention Prejudgment Frame of reference Slide 75 Closed-mindedness Pseudolistening Physical and Other Barriers Listening Process Listening Process Barriers Barriers Listening Process Listening Process Barriers Barriers Hearing impairment Noisy surroundings Speakers appearance Slide 76 Speakers mannerisms Lag time Slide 77 Stop talking / Dont Stop talking / Dont interrupt interrupt Stop talking / Dont Stop talking / Dont interrupt interrupt God has given us God has given us two ears and one mouth, we can hear twice Slide 78 can hear twice as much as we speak Control external and Control external and internal distractions internal distractions Control external and Control external and internal distractions internal distractions He never He never stops Slide 79 Become actively Become actively involved involved Become actively Become actively involved involved Listen to A team can go far when everyone Listen to more than spoken words Slide 80 everyone pulls together. Separate facts from Separate facts from opinions opinions Separate facts from Separate facts from opinions opinions Fact will Fact will always remain a fact (Reality) Slide 81 Identify important Identify important facts facts Identify important Identify important facts facts Select what is Select what is important and register it Slide 82 Ask clarifying Ask clarifying questions questions Ask clarifying Ask clarifying questions questions Please help Please help me understand by explaining more about Slide 83 Paraphrase to Paraphrase to increase understanding increase understanding Paraphrase to Paraphrase to increase understanding increase understanding If I may If I may summarize, does this means Slide 84 Capitalize on lag time Capitalize on lag time Capitalize on lag time Capitalize on lag time Review what Review what speaker said, Separate central idea, key points & details Slide 85 Take notes to ensure Take notes to ensure retention retention Take notes to ensure Take notes to ensure retention retention Its better to Its better to have short pencil than a long memory Slide 86 RE HEAR RE HEAR RE HEAR RE HEAR R: Repeat the message you heard E: Empathize the sender H: Help the sender with question E: Empty your mind Slide 87 A: Attend to the speaker R: Read between the lines Do only one thing at a time; listening is a full-time job. Most Irritating Listening Most Irritating Listening Habits Habits Most Irritating Listening Most Irritating Listening Habits Habits 1. Rushing the speaker and making him feel he is making him feel he is wasting the listeners time. 2. Interrupting the speaker. 3. Not looking at the speaker. 4. Getting ahead of the speaker (finishing her thoughts). Slide 88 (finishing her thoughts). 5. Not responding to the speakers requests. Most Irritating Listening Most Irritating Listening Habits Habits Most Irritating Listening Most Irritating Listening Habits Habits 6. Showing interest in 6. Showing interest in something other than what the speaker is saying. 7. Saying Yes, but . . ., as if the listeners mind is made up. Slide 89 up. 8. Topping the speakers story with That reminds me . . . or Thats nothing; let me tell you about. . . . Most Irritating Listening Most Irritating Listening Habits Habits Most Irritating Listening Most Irritating Listening Habits Habits 9. Forgetting what was 9. Forgetting what was talked about previously. 10. Asking too many questions about details. Slide 90 Based on International Listening Association <www.listen.org/pages/ irritating listening habits.html>, January 2001. Slide 91 ACTIONS SPEAKS ACTIONS SPEAKS LOUDER THAN LOUDER THAN WORDS WORDS ACTIONS SPEAKS ACTIONS SPEAKS LOUDER THAN LOUDER THAN WORDS WORDS Slide 92 Nonverbal Communication Nonverbal Communication Nonverbal communication includes Slide 93 Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional. Why do we study Why do we study nonverbal communication? nonverbal communication? Why do we study Why do we study nonverbal communication? nonverbal communication? Nonverbal messages Nonverbal messages communicate emotions Nonverbal communication is strongly related to verbal Slide 94 strongly related to verbal communication [ http://www.soapboxorations.com/donnellking/nvcom.htm] Forms of Nonverbal Forms of Nonverbal Communication Communication Forms of Nonverbal Forms of Nonverbal Communication Communication intonations Eye contact Facial expression Posture and Slide 95 gestures Appearance of people Intonations: Its the Way You Intonations: Its the Way You Say It! Say It! Intonations: Its the Way You Intonations: Its the Way You Say It! Say It! Change your tone and you change your meaning: Placement of the emphasis What it means Why dont I take you to dinner tonight? I was going to take someone else. Why dont I take you to dinner tonight? Instead of the guy you were going with. Why dont I take you to dinner tonight? Im trying to find a reason why I shouldnt take you. Why dont I take you to dinner tonight? Do you have a problem with me? Why dont I take you to dinner tonight? Instead of going on your own. Slide 96 E X H I B I T 112 Why dont I take you to dinner tonight? Instead of going on your own. Why dont I take you to dinner tonight? Instead of lunch tomorrow. Why dont I take you to dinner tonight? Not tomorrow night. Source: Based on M. Kiely, When No Means Yes, Marketing, October 1993, pp. 79. Reproduced in A. Huczynski and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194. Eye contact Eye contact Eye contact Eye contact Slide 97 Facial expressions Facial expressions Facial expressions Facial expressions Slide 98 Posture and gestures Posture and gestures Posture and gestures Posture and gestures Slide 99 Hand Gestures Mean Different Hand Gestures Mean Different Things in Different Countries Things in Different Countries Hand Gestures Mean Different Hand Gestures Mean Different Things in Different Countries Things in Different Countries Slide 100 E X H I B I T 119 Hand Gestures Mean Different Hand Gestures Mean Different Things in Different Countries Things in Different Countries (contd) (contd) Hand Gestures Mean Different Hand Gestures Mean Different Things in Different Countries Things in Different Countries (contd) (contd) Slide 101 E X H I B I T 119 (contd) Communication Barriers and Communication Barriers and Cultural Context Cultural Context Communication Barriers and Communication Barriers and Cultural Context Cultural Context High-Context Cultures High-Context Cultures Cultures that rely heavily on nonverbal and subtle situational cues to communication. Low-Context Cultures Slide 102 Cultures that rely heavily on words to convey meaning in communication. High High-- vs. vs. High High-- vs. vs. High High-- vs. vs. Low Low- - Context Context Cultures Cultures High High-- vs. vs. Low Low- - Context Context Cultures Cultures Slide 103 Cultures Cultures Cultures Cultures E X H I B I T 1110 Appearance of people Appearance of people Appearance of people Appearance of people Slide 104 Forms of Nonverbal Forms of Nonverbal Communication Communication Forms of Nonverbal Forms of Nonverbal Communication Communication Time Time Space Territory Appearance of documents Slide 105 (Silent messages) How can these nonverbal forms be used to send positive messages? Time Time Time Time Low priority, Undisciplined , Un important Respect, Un important Slide 106 Respect, Interest, approval Space Space Space Space Slide 107 Territory Territory Territory Territory Intimate Social Touching 6-18 Personal Close -1 to 2 feet Social Close 4-7 feet Far - 7-12 feet Public Close - 12-25 feet Slide 108 feet Far - 2 to 4 feet Far - 25 feet or greater Appearance of documents Appearance of documents Appearance of documents Appearance of documents Slide 109 Different Cultures ... Different Cultures ... Different Cultures ... Different Cultures ... What is your private Reactions to an private space? Reactions to an invasion of your space Feel troubled Get defensive Become aggressive Slide 110 Become aggressive Retaliate Do you know what you are Do you know what you are saying? saying? Do you know what you are Do you know what you are saying? saying? Slide 111 Conclusion Conclusion Conclusion Conclusion Listening Skills RE HEAR Non Verbal Non Verbal Non Verbal Eye contact Facial expression Posture and Non Verbal Time Space Territory Slide 112 Posture and gestures Appearance of people Appearance of documents (Silent messages) ATTITUDE ATTITUDE ATTITUDE ATTITUDE The whole team The whole team benefits when everyone brings a Slide 113 everyone brings a positive attitude to the table. Slide 114