University of Cincinnati Communication Filters Discussion

This chapter discusses a variety of communication filters through which the message is distorted as it passes from the sender to the receiver or back to the sender.  Due to these filters, the message being sent may be totally different than the message being perceived by the receiver leading to a breakdown in communication.

For this assignment, reflect on your own communications at school, at work, or even in your personal life and how by unconsciously applying these filters you sent or received a message other than what was intended.  Describe at least three such instances using different filters.  If you cannot think of a specific instance you can describe a situation that could potentially lead to a miscommunication for you.  What was, or could be, the impact of the filter to you or the sender/receiver?  Also, reflect on and describe if and how you can become more aware of these communication filters when engaging in personal or workplace communication.

Chapter 2
Improving Personal and
Organizational Communications
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All
Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Chapter 2: Improving Personal and Organizational
Communications
“The important thing in communication is to hear what isn’t being
said.”
-Peter Drucker, Author of numerous management books
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication in an Information Economy
The information age is characterized by:
• Rapid advances in tech-based communication
• Faster and more frequent communication
• Information glut
• The battle for our attention
How do these dynamics affect us mentally?
How do they affect us relationally?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
The Communication Process: Impersonal vs.
Interpersonal Communication
Impersonal Communication:
One-way process
Limited opportunity to clarify
Ex: Memos, voice mail,
message boards
Interpersonal Communication:
Two-way process
Feedback necessary
Ex: Meetings, phone calls, classes
When is it most appropriate to communicate: Impersonally?
Interpersonally?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Sender—Message—Receiver—Feedback (1 of 2)
Figure 2.1: Diagram of a Simple Communication Process
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Sender—Message—Receiver—Feedback (2 of 2)
Figure 2.2: Diagram of a More Complex Communication Process
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Filters (1 of 5)
Sender filters
• Semantics
• Emotions
• Language/Culture
• Attitudes
• Role expectations
• Gender-specific focus
• Nonverbal messages
Semantics
• Study of the relationship between words and
their meanings
• Abstract terms are subject to more diverse
interpretation of meaning
• Job satisfaction has more possible
interpretations than envelope
Think of an instance when assumptions about word meaning
created confusion. How could the thought have been
communicated more clearly?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Filters (2 of 5)
Sender filters
• Semantics
• Emotions
• Language/Culture
• Attitudes
• Role expectations
• Gender-specific focus
• Nonverbal messages
Language and Cultural Barriers
• Globalization & workplace diversity
require us to be thoughtful when
communicating with multi-lingual people
• Values, expressions, & beliefs influence
the way we interpret verbal & nonverbal
messages
• Cultural intelligence can be developed
by learning communication methods
appropriate to different cultures
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Filters (3 of 5)
Sender filters
• Semantics
• Emotions
• Language/Culture
• Attitudes
• Role expectations
• Gender-specific focus
• Nonverbal messages
Emotions
• People often fail to understand
messages when their thoughts are
influenced by emotion
Attitudes
• Negative or positive attitudes about
another’s voice, accent, topic, delivery,
gestures, or appearance can create
resistance to or bias toward a message
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Filters (4 of 5)
Sender filters
• Semantics
• Emotions
• Language/Culture
• Attitudes
• Role expectations
• Gender-specific focus
• Nonverbal messages
Role Expectations
• People may discount a message based on the
speaker’s role
• Use of “position power” can influence
communication
Gender-Specific Focus
• Gender roles learned throughout childhood
influence men and women to communicate and
value conversation differently
What role expectations affect the messages you communicate?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Filters (5 of 5)
Sender filters
• Semantics
• Emotions
• Language/Culture
• Attitudes
• Role expectations
• Gender-specific focus
• Nonverbal messages
Nonverbal Messages
• Messages communicated without words
through posture, facial expressions,
gestures, eye contact, personal space, and
voice tone
• Research shows that when two people
communicate, nonverbal messages convey
more than verbal messages
What are the consequences of communicating with consistent
verbal and nonverbal messages?
With inconsistent messages?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Nonverbal Messages (1 of 4)
• Eye Contact
o A direct stare is considered impolite in many cultures
o Avoiding eye contact is often perceived as indifferent or dishonest in
the U.S., but avoiding eye contact is considered a sign of respect in
some East Asian and African cultures*
o As a general rule in North America, when you are communicating in
a business setting, your eyes should meet the other person’s about
60 to 70 percent of the time
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Nonverbal Messages (2 of 4)
• Facial Expressions
o Facial expressions often help us identify the inner feelings of others
o However, many people attempt to intentionally manipulate their facial
expressions
o Some facial expressions are considered “culturally universal”
because, across the globe, humans use the same muscles to
produce them*
o Thus, most people can detect the difference between genuine and
faked expressions**
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Nonverbal Messages (3 of 4)
• Gestures
o Give information to others about how you are reacting to them and to
situations
o Some cultures value gesturing more than others
o Be careful: Gestures are not culturally universal!
• Posture
o Posture during communication affects the sender and receiver
physiologically, psychologically, and behaviorally
o Effective posture = non-slouching, open, alert
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Nonverbal Messages (4 of 4)
• Personal Space
o How closely we stand to others influences how comfortable they are
with us
o Consider these zones:
• Intimate distance
• Personal distance
• Social distance
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Who Is Responsible for Effective Communication?
The message sender and receiver share equal responsibility in
good communication
What are the sender’s
responsibilities?
What are the receiver’s
responsibilities?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
How to Improve Personal Communication (1 of 2)
1) Send Clear Messages
• Use clear, concise language: Avoid slang, jargon, or industryspecific language a receiver might not understand
• Use repetition: Send an e-mail and phone
• Ask questions: Obtain or supply clarification
• Use appropriate timing: Be aware of others’ schedules and
workload
• Consider the receiver’s preferences: Some prefer email, others
prefer face-to-face or phone calls
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
How to Improve Personal Communication (2 of 2)
2) Develop Effective Listening Skills
• Active Listening: Maintaining intense involvement in &
concentration on what one is hearing & seeing
• Critical Listening: Listening while using critical thinking to
analyze message content & source
• Empathic Listening: Listening with the intent of understanding
how the other person feels
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication in Organizations: Communication
Channels
Horizontal:
Official info travels between
people of the same level of
authority
Vertical:
Official info travels up and
down through all levels of
authority
Cross-functional: Spans across all levels/areas
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Improving Upward Communication
• Encourage upward communication of feelings and ideas from
employees to managers
• Managers must demonstrate desire to listen to their subordinates
What barriers may exist in an organization that
prevent open communication?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Informal Communication Channels
A.k.a. “the grapevine”
Carry unofficial information in
many directions
How is the grapevine positive?
How is it negative?
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Enterprise Social Networks
• Internal social networks used by many large organizations
• Benefits:
o Increased productivity, transparency, efficiency
o Improved collaboration, customer service
o Increased job satisfaction
o Innovation
o Improved relationships among employees
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communicating in a Digital World (1 of 2)
• Increased use of teleconferencing, e-mail, voice mail, and other
forms of technology create advantages and challenges in
communicating with and relating to others
Brainstorm the
ADVANTAGES
Brainstorm the
DISADVANTAGES
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communicating in a Digital World (2 of 2)
• Factors that drive communication changes:
o Growth of the virtual office
o Cost effectiveness
o Time effectiveness
o Globalization
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Social Media
• Online virtual communities & networks that enable people to
share information
o E.g., Facebook, Twitter, LinkedIn
• Consumers trust other consumers’ comments over marketing
messages
• Employees must write clearly, obey etiquette rules, & be aware of
privacy & security issues
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Mobile Communication (1 of 3)
• Tailor messages to the receiver & the situation
• Never use company e-mail or social media accounts for posting
personal messages on social networks!
• Follow BYOD (bring your own device) policies
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Mobile Communication (2 of 3)
• Think before you post/send: Careless comments can have huge
consequences
o Example: Infamous racist tweet by Justine Sacco
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Mobile Communication (3 of 3)
Voice Mail Etiquette/Tips to Avoid Phone Tag
• For your voice mail:
o Professional: full name, when to expect return call
o Explain how to reach “live” person for urgent calls
• When leaving voice mail:
o State first and last name
o Briefly explain information or action needed
o Provide contact number
o Indicate best time to reach you
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
E-mail
• Know your company’s policies
• Use an appropriate e-mail address
o Not: FairyPrincess@internetprovider.com
• Create a descriptive subject line
• Compose clear, concise messages
o SEND = simple, effective, necessary, done (i.e., getting something
done)
• Recognize e-mail limitations
o No rapport building
o Messages can be misconstrued without social cues
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Blogs
• Discussion or information site focused on certain topics
• Follow established guidelines and protocols when writing a blog
for or with encouragement from an employer
Reece/Reece, Effective Human Relations: Interpersonal And Organizational Applications, 13th Edition. © 2017 Cengage. All Rights
Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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