SBenegaL

Category: Organizational Behavior

  • Communication – Supervisory

    In the last byte, we looked at some special feature of one-way communication. In today’s byte, we look at Five Essential aspects that would help Supervisors communicate better with their subordinates.

    A manager and an employee spend several hours working together on projects – interpersonal communication between them thus holds a key role in ensuring effective performance of the organization. This interpersonal element has two components – language of communication and the power that is held by the manager! It is a intertwining of these two.

    Through numerous research on the subject matter of manager-employee communication helps identify five communication skills that distinguish between a “good” and a “bad” supervisor. Following is the list of these five communication skills:

    1. Expressive Speakers
    2. Empathetic Listeners
    3. Persuasive Leader
    4. Sensitivity to Feelings
    5. Informative Managers
    We shall discuss about these in the next few bytes.

  • Communication – One Way

    In the last byte, we began the discussion on one-way and two-way communication. In today’s byte, we look at one-way communication in greater detail.

    One-way communication if carefully observed is suitable for situation which requires quicker communication. It is important to also realize that the speed of communication depends on the amount and complexity of information communicated and the choice of the medium for communication. Let’s use an example to understand this: In emergency situations, where time is of essence example a fire fighting scenario or a military operation – there is little time for any slag in communication. Communication has to be quick!
    Generally, faster communication also risks being inaccurate than two-way communication. A message is more accurate when the perception windows are completely open – so clarification and iterations would be required in the process. In emergency situations, accuracy is crucial too – the training the fire fighting/military personnel undergo help make the communication accurate in addition to being faster.

    If you are wondering which of one-way or two-way communication is better off, and what should be the right mix; clearly it would vary with the individual in question – some require extensive feedback while some others do not require much feedback. This is also true from the listener’s perspective – some prefer two-way while other prefer one-way communication.

  • Communication – One Way & Two Way

    In the last byte, we looked at the two non verbal dimensions of reflective listening. In today’s byte, we look at one way and two way communication. Let’s begin with the definition for clarity sake:

    Two-way Communication:
    Is a form of communication in which the communicator and receiver interact?
    This interactive communication allows for exchange of thoughts, feelings, or both and through which a new shared meeting. Problem solving and Decision Making often use two way communications.

    One-Way Communication:
    Is a communication in which a person sends a message to another personal and no feedback, questions, or interactions follow? Example: Giving instructions, giving directions etc…
    It occurs when a person sends a unidirectional message to the receiver and there is no reflective listening or feedback in the communication process.

    These would be better discussed in a bit more detail and we shall continue this in the next byte.

  • Communication – Nonverbal component of Reflective Listening

    In the last byte, we looked at how clarifying the implicit and reflecting on the core helps reflective listening. In today’s byte, we look at the non verbal components of reflective listening and see how it helps understand the discussion better.

    It is a common observation that people who are upset do not speak with each other for long durations of time. On the other hand, we also tend to associate long, extended periods of silence as something discomforting. If such silence happens in a conversation it could be inferred as a source of embarrassment! This apart, silence could also help both the speaker and listener in reflective listening – let’s see how:

    • Speaker’s perspective – it helps in moments of thought or confusion about the apt means to express a difficult idea.
    • Listener’s perspective – it could be used to sort out their own thoughts/feelings about the speaker’s take on the idea.
    • Silence helps identify and isolate the personal response of the listener and helps control them from being got into the dialogue.

    Eye Contact helps open up conversations between people. There are different interpretations of eye contact and these are influence primarily by the cultural context of the country. However the commonality is –
    1. Too much direct eye contact could have intimidating effect
    2. Moderate direct eye contact opens up the discussion and indicates affirmation.

  • Communication – Clarifying the Implicit & Reflecting “Core” Feelings

    In the last byte, we looked at affirmative contact and paraphrasing as means to improve the reflective communication aspect. In today’s byte, we look at Clarification of the implicit and reflecting on the core feeling.

    Clarifying the Implicit: Speakers do not just limit their discussion to expressed explicit thoughts and feelings; they also communicate implicit thoughts and feelings. Given the implicit nature, these are not clearly or fully expressed and hence the receiver may or may not assume that implicit thoughts and feelings are witting the awareness of the speaker.

    Reflecting “Core” Feelings: The receiver should look for more than just the explicit or the implicit thoughts and feelings that the speaker is expressing. The receiver should reflect on the core feelings that the speakers may be experiencing, and is reaching beyond the immediate awareness level of the speaker.”Core” Feelings are the deepest and the most important ones from the speakers’ perspective.

    Sure enough, the listener always runs the risk of overreaching in reflecting core feelings if a secure, empathetic relationship with the speaker doesn’t exist or if strongly repressed feelings are reflected back. Thus, it is important to exercise caution and care when reflecting.

  • Communication – Affirmative Contact & Paraphrasing the Expressed

    In the last byte, we looked at the various levels of reflective listening. In today’s byte, we look at the first two of these – affirmative contact and paraphrasing the expressed.

    Affirmative Contact: While listening to someone communicating, we find some affirmative contact through the use of simple statements like – “I See”, “Yes, I understand” etc. These statements are to indicate attentiveness, and not agreement itself.

    This affirmative contact is especially reassuring to a speaker during the initial phases of the discussion, by reducing the associated anxiety or discomfort the speaker might feel. As the discussion deepens, it would be better to use additional reflective responses to ensure a greater engagement.

    Paraphrasing the Expressed:  In a discussion, it is useful to paraphrase thoughts and feelings of the speaker. Paraphrasing is useful to reflect on the speaker’s thoughts and feelings as the receiver heard them. This helps build better empathy, openness and acceptance into the relationship while ensuring the accuracy of communication.

  • Communication – Verbal & Non-Verbal Response

    In the last byte, we looked at the four essential aspects that a listener had to do to use reflective listening.  In today’s byte, we look at some of the verbal and non verbal communication dimensions in here.

    We could look at the communication in the reflective format to consist of 2 components:

    1. Verbal
    2. Non Verbal

    The Verbal response from the receiver could have 4 parts
    1. Affirmative Contact
    2. Paraphrasing Expressed Thoughts and Feeling
    3. Clarifying implicit thoughts and feelings
    4. Reflecting on Core feelings not expressed.

    The non verbal response has two parts
    1. Silence
    2. Eye Contact.
    The following diagram summarizes this classification. To help us understand better these aspects, we shall attempt to explain using an example over the next few bytes.

  • Communication – Reflective Listening 2

    In the last byte, we looked at reflective listening and attempted to understand the 3 components of reflective listening. In today’s byte, we look at each of these 3 components in detail.

    Personal aspect: Reflective listening emphasizes the personal element of communication – not he impersonal or abstract elements of the message. There is empathy, concern etc for the communicator as a person. The communicator is not treated as an inanimate object!

    Feeling orientation:  Reflective listening also emphasizes on the feels communicated in the message. In addition to the thoughts and ideas that catch the general attention in normal communication, reflective listening also keeps an ear on the feels. The receiver pays special attention to the feel component of the message.

    Responsiveness:  Reflective listening requires the listener to resound to the communicator instead of leading the communicator in the discussion. The receiver would need to realize the distinction between his/her individual feelings and thoughts and that of the speaker. The focus has to be on the speaker’s feelings and thoughts so as to be able respond to them. A good reflective listener doesn’t lead the speaker according to the listeners’ own thought and feelings….

  • Communication – Reflective Listening

    In the last byte, we looked at the role played by richness of the medium. In today’s byte, we look at the concept of reflective listening.

    Reflective listening is the skill that intends to help the receiver and the communicator clearly and fully understand the message sent. The receiver generally listens to the communicator and repeats the message heard to the speaker to correct any inaccuracies or misunderstanding. Thus, the role of the receivers or audience is emphasized to a greater extent than the usual communication process. Managers could use this skill to understand their coworkers and reduce misunderstanding – through the reduction of perception distortion and overcome any interpersonal barriers that could lead to communication failure.

    Given the reflection on the message – it helps the communicator clarify and sharpen the intended meaning. This is extremely important in problem solving.

    We can characterize Reflective Listening on 3 aspects:

    1. Personal
    2. Feeling Oriented
    3. Responsive
    We shall discuss these in the next byte.

  • Communication – Interpersonal Process 5

    In the last byte, we looked at understanding the importance of feedback and language in the context of an organization. In today’s byte, we look at understanding the terms – data, information and richness a bit clearer.


    Data refers to the un-interpreted, unanalyzed elements of any message (in the context of interpersonal communication here). If this data provides meaning to someone through interpretation or through analysis, then it transforms into information.

    All messages need a medium to be conveyed – this could be telephone or face to face or mail etc. Each of these medium differ in their ability to convey the meaning of the message for the receiver – the following table summarizes the comparison.

    [This is a modified representation of the Table 8.1 published in the reference book]
    The attributes of the communication medium affect the richness communicated and any influence seeking behavior that is generated.