Problem solving and

Communication
• Types

• Impersonal
– Written
– E-mail
• Interpersonal
– Talk / Telephone
– Meeting
– Informal

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 Sender Filters Receiver Filters
Semantics Semantics
Emotions Emotions
Sender Message Receiver
Attitudes Attitudes
Role Expectations Role Expectations
Gender Bias Gender Bias
Non Verbal Messages Non Verbal Messages

Feed Back
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 Semantics
• Words do not mean the same
• Abstract terms give different meanings
• Reasons may be many
– Attitude
– Back ground
– Experience
– Culture

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 Emotions
• We have no Control on them
• They cause Bias
• Content Vs Message
• Anger causes anger
• Fight ensues
• Deal with Emotions

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 Attitudes
• Beliefs backed by Emotions
• Alter the way the message is heard
• Reasons can be many
– Voice
– Accent
– Gestures
– Mannerisms
– Dress
– Delivery Etc 5
 Roles
• Boss
• Customer
• Employee

• Position Power
• One way information
• Difficult relations
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 Gender Bias
• Message twisted
• Listening
• Reaction
• Feedback

• Different Topics
• Wavelengths
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 Non Verbal Messages
• Body language
• Consistency
• Contradiction

• Eye contact
• Facial feelings
• Gestures
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 In an Organisation
•Upward

• We have common Goals

• Plan, Execute, Evaluate •lateral

• Men and Material

• Team and Network
• Attitude and personality
•Downward

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Problem Solving and Behavior
• What you do and say
cause impressions
• Inner thoughts are not
known
• Knowing the styles
will help!!
• No style is inferior
• Dealing is important

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Styles
• Individuals differ
• Impressions last
• Both are stable
• Only small number of
styles exist
• Intuitor, thinker,
feeler,and sensor
• Judgments according
to styles
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Bias
• Age discrimination
• Gender
• Style bias
• Other style is
uncomfortable
• Same style is
misunderstood
• Be aware of the style!
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Dominance and Sociability

• Where are we?

• Which is the ideal
place?
• Which is the ideal
style?
• How do we know?

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Your behavior Style

•Emotive
•Director
•Reflective
•Supportive

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 Your BEHAVIOUR Style?

• Take the Indicators and plot your position

• Let your partner plot your style
• Compare and identify the style

• High or Low Dominance

• High or Low Sociability
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16
 Supportive Style

• Pays attention
• Friendly
Thoughtful decisions
• Attempts to win
• Agrees with everyone
• Seeks reassurance
• No strong stands
• Apologises a lot
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 Director Style
• • Serious
• • Strong opinions
• • Indifferent
• Determined to come out on top
• Will not admit being wrong
• Cold and no feelings in dealings
• Uses dogmatic phrases
– “never” You Can’t”
• Talks with airs
• Looks down on people 18
 Emotive Style
• Action oriented
• • Informal
• • Persuasive
• Expresses highly emotional pinions
• Outspoken
• Can be offensive also
• seems unwilling to
listen to others’ views
• Exaggerated gestures
and facial expressions 19
 Reflective Style
• Formal and controlled
• Quiet and aloof
• systematic
• Tends to avoid taking
decisions
• Seems overly
interested in details
• Very still and formal
in dealing with others
• Avoids displaying emotions
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 To the Emotive Style
• Build social and
business relationships
• Display interest in
other’s ideas, interests
and experiences
• Don’t stress on details
• Go for fast
inspirational talk

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To the Director Style
• Be specific, brief and
to the point
• Use time effectively
• Present the facts
logically
• Be prepared to face
questions
• Disagree with the
issue not the person
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To the Reflective Style
• Be well organised
• Systematic approach
to life
• Be straight forward
• Get to business
quickly
• Be accurate and
realistic with
information
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To the Supportive Style
• Show interest in the
person
• Draw out views and
goals
• Listen and respond to
the needs
• Present views in quiet
manner
• No pushing

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