Academy of Economic Studies of Bucharest Faculty of Business Administration

communication

-communication -

No one would talk much in society if they knew how often they misunderstood others. Johann Wolfgang Von Goethe

Surrealist Belgian artist Ren Magritte (1898 1967)

What we are going to have today is not a discussion

How important is to communicate?

Communication need

Fig. 4. Abraham Maslows pyramid of needs

People does not know to communicate!

Communication need

Teaching communication (lectures) Understanding communications importance (on-the-place learning)

You cannot fail to communicate!

Why?

COMMUNICATION between human beings:

-language of images (picture, sculpture, dance, and film),

-language of music (a symbolic one),

- language of mathematics (an abstract-symbolic one), - language of science,

- the one of cybernetics' etc.

- some particular characteristics different one from another, - understandable for persons-receiver acting within the same field

So: -We need to communicate -We cannot fail to communicate Still:

-Why should we care so much about communication?

BECAUSE
human interaction is more complex and complicated than somebody ever thought

our way of communication definitely influences human daily activity

So: -We need to communicate -We cannot fail to communicate Still: -Why communication is so complicated?

BECAUSE
Our brain is made up of more than 30 billions of nerves.

The total number of possible connections between these cells is:

100000000000000000000000000

1 followed by 10 millions of km of 0s.

Communication process
A process by which information and understanding are transferred between a sender and a receiver
A basic model of the communication process

Sender encodes message

Potential noise and distortion

Channel

Receiver decodes message

Return message encoded and sent Feedback Loop

Content & context

Business communication is affected by:

-The ongoing globalization -Increasing recognition of the value of workforce diversity -Growing importance placed on information

-Technology Internet, intranet and extranet

-Growing reliance on teamwork -Organizational structures evolved into flatter and more flexible arrangements

Business communication is affected by:

Technology development

Internet

extranet

intranet

information

globalization Organizational structures Teamwork Team building stages Workforce diversity motivational theories

Business communication

"The map is not the territory A. Korzybski (1879 1950), polish-american engineer and later on father
of general semantics

DISTORTING PROCESS

SELECTION PROCESS

senses which are very subjective), -socio-cultural filters WORLD (influenced by the environment that every person was born and lived in), -individual filters (given by the personal experience).

GENERALIZATION PROCESS

-neurological filters (our

INDIVIDUAL WORLD MAP

EQ
Bicameral images

Influence peoples perception of you (as a professional)

Verbal communication Para verbal communication

Human language Vocal characteristics Facial expression, gestures, etc

Non-verbal communication

affects the COs success (even the self-fulfilment prophecy = placebo)

NLP Transactional analysis

Fig. 3. From the World Map to Individual World Map

INDIVIDUAL WORLD MAP Human language Vocal characteristics Facial expression, gestures, etc Verbal communication Para verbal communication Non-verbal communication

DISTORTING PROCESS

SELECTION PROCESS

EQ Bicameral images

SELECTION PROCESS

DISTORTING PROCESS

senses which are very subjective), socio-cultural filters (influenced by the environment that every person was born and lived in), individual filters (given by the personal experience).

GENERALIZATION PROCESS

-neurological filters (our -

INDIVIDUAL WORLD MAP

EQ Bicameral images

GENERALIZATION PROCESS

-neurological filters (our

senses which are very subjective), socio-cultural filters (influenced by the environment that every person was born and lived in), individual filters (given by the personal experience).

Verbal communication

Human language

Para verbal communication Vocal characteristics Non-verbal communication Facial expression, gestures, etc

affects the COs success (even the self-fulfilment prophecy = placebo)

Influence peoples perception of you (as a professional)

NLP Transactional analysis

What Alfred Korzybski did to the humanist science by developing his theory of general semantics

is similar to

What Einstein did to the physics by developing the theory of relativity.

intrapersonal communication = meaning the discussion led with him/herself interpersonal communication = between two different persons group communication = which is also a form of interpersonal communication, but implying more than two persons public communication = one single person transmitting the message, much more others receiving it - lecture, conferences, etc mass communication = one single person transmitting the message, and both more receivers and communication channels - mass-media transmissions

vertical communication = (cascade communication) it appears between partners with non-equal social position

horizontal communication = between partners with equal social position.

!!!!!!It is impossible not to communicate!!!!!!

! Any answer, even no answer = answer

Effective communication

Successful communication
(if the audience thinks it so positive effect:
-It makes them take notes, it encourages them to read further, listen more -It triggers some questions -It makes them laugh, cry, think, wonder, reply to your invitations

"This work is too difficult"

" It is 10 oclock in the morning."

At the end of the lecture, you have to give me an example of successful communication!

Characteristics of an effective business communication

Provide practical information Give facts rather than vague impressions

Present information in a concise, efficient manner

Clarify expectations and responsabilities Offer compelling, persuasive arguments and recommendations

Communicating effectively on the job

HOW
-Understanding the communication process -Reduce distractions in the work environment
Common sense and courtesy Not sending unnecessary messages Informing receivers of message priority Anticipating emotional reactions - Developing business communication skills - Adopt an audience-centered approach Emotional intelligence and you attitude - Give & receive appropriate feedback Constructive feedback not destructive feedback - Business etiquette expected norms and behaviors in a certain situation organizational culture

Relevance within HRM frame

Planning

RECRUITMENT job analysis & looking for the most suitable candidate
SELECTION test and interview TRAINING induction training & specific training
Non-financial MOTIVATION extrinsic & intrinsic

LEADERSHIP transactional & transformational

TEAM WORK & TEAM BUILDING

forming, storming, norming, performing & adjourning

CONFLICT MANAGEMENT competing, avoiding, compromising,

accommodating, cooperative problem solving

ORGANIZATIONAL CULTURE

Dialogue and Discussion: The Differences

Conversation
Lack of understanding, disagreement, divergent points of view, evaluate others

Dialogue

Discussion

Reveal feelings Explore assumptions Suspend convictions Build common ground

State positions Advocate convictions Convince others Build oppositions

Result

Result

Long-term, innovative solutions Unified group Shared meaning Transformed mind-sets

Short-term resolution Agreement by logic Opposition beaten down Mind-sets held onto

What we are going to have today is not a discussion

What was it?

5 minutes to write an answer in no more than 10 lines.

Constructive feedback
Discuss improvements rather than flaws Focus on contollable behavior Be specific

explanation
Instead of saying this is confusing, explain how the writing can be improved to make it clearer Focus on those aspects the writer can control I dont get this or Make this clearer dont identify what the writer needs to fix

Keep feedback impersonal

Verify understanding

Focus comments on the message, not the person who created it

Ask for confirmation

Time your feedback carefully

Highlight any limitations your feedback may have

The writer will have sufficient time to implement the changes

Ten Keys to Effective Listening

Keys 1. Listen actively 2. Find interest areas Poor Listener Is passive, laid back of Tunes out dry subjects Is easily distracted Good Listener Asks questions; paraphrases what is said Looks for learning opportunities, new

3. Resist distractions

Fights distractions; tolerates bad habits; knows how to concentrate

4. Capitalize on the Tends to daydream with slow Challenges, anticipates, fact that thought is speakers summarizes; listens between lines faster than speech to tone of voice 5. Be responsive Is minimally involved Nods; shows feedback interest, positive

6. Judge content, Tunes out if delivery is poor not delivery 7. Hold ones fire 8. Listen for ideas Has preconceptions; argues Listens for facts

Judges content; skips over delivery errors Does not judge comprehension is complete Listens to central themes until

9. Work at listening
10. Exercise mind

No energy attention

output;

faked Works hard; exhibits active body state, eye contact

ones Resists difficult material in Uses heavier material as exercise favor of light, recreational for the mind