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  • Communication – Written

    In the last byte, we looked at how modern technology is redefining the communication, before we look at these technologies in a bit more detail; it would be interesting to look at and classify written communication where internet could easily play a role and taking them online. This blog deals with such written communication:

    Written communication tools in a work place could be one of the following classes:

    1. Forms
    2. Manuals
    3. Reports
    4. Letters
    5. Memorandums
    We shall try to briefly look at what role each of these performs:
    Forms typically find uses when there exist some predefined characteristics of the process need an input from the person interacting. Forms typically have a pre-defined number of fields that reduces the need to actively engage someone else from the work environment. Manuals detail out the policy and process and how they need to be functioning. Reports generally provide a status update of the activities executed. Letters and Memorandum are generally used for a more formal yet personal communication in organizations. Letters are formal communications often with people outside the organization, while memo are used inside the organization,

  • Communication – Advent of Modern Technologies

    In the last byte, we looked at Positive Healthy Communication, in today’s byte; we look at how the concept of communication is changing with the advent of modern technologies.

    Thus far in we have discussed how nonverbal behaviors act as important cues in establishing trust in a work setting amongst colleagues, however increasing use of modern technology seems to be complicating the reception of cues which would generally happen in a face to face conversation. This is not to state that modern technology used in communication should be avoided – it is an essential feature of today’s management style. It is really hard to imagine a work place today without access to internet, telephone, etc!

    It is not just the reaction time that gets reduced by the use of such modern technology, it also helps reduce costs if effectively designed and applied to use – One could easily think of how much a supply chain company like – FedEx could save by shifting the tracking of calls from a physical scheme to an internet based tracking!

    Today’s business managers have access to more communication tools than ever before and it is important to get an understanding on the use, influence of these technologies in the workplace – this could enhance the effectiveness of the work itself! In spite of all benefits it would be also interesting to look at the role of information technology in actually addressing the ethical issues at work!

  • Communication – Positive Healthy Communication

    In the last byte, we looked at the table of common non-verbal cues from managers to employees. In today’s byte, we discuss – Positive Healthy Communication.

    To begin the discussion, let us define the concept of “communicative disease”. Communicative Disease in the contact of discussion here refers to the absence of heartfelt communication in human relationships leading to loneliness and social isolation. Such a behavior is seen to have adverse effect on heart and cardiovascular systems of the body and in extreme cases could also cause premature death.

    The term Communicative Disease was coined by James Lynch to explain the above mentioned behavior. He also says that heartfelt communication could be a healing dialogue and could act as an antidote in such cases. This means – the general thought that communication is a cognitive activity of the head would now need to be broadened to also include the role of heart in the communication process.

    Positive, healthy communication is an important aspect of “working together” – both interpersonal and interpersonal. A balance between head and heart is achieved when the individual is able to have a health internal conversion between his or her thoughts and feelings, ideas, and emotions! The external or inter-personal dimension refers to the cooperative work behavior based on positive, healthy, and open communication based on trust and truthfulness. Honest competition within the workplace is not inconsistent!

  • Communication – Listening

    In the last byte, we had an accuracy related discussion when one is to decipher non-verbal cues. In today’s byte, we show a table developed by C. Hamilton and B.H Kleiner from “Steps in Better Listening”, and has been adopted from the Reference book.


  • Communication – Non Verbal 2

    In the last byte, we looked at paralanguage dimension of non-verbal communication. In today’s byte, we discuss some study done on how accurately these nonverbal communication cues are decoded.

    It has been observed that many people including judges with several years of experience have a greater confidence in their ability to decipher these non-verbal queues than their actual ability to do so! This generally happens due to incomplete or inaccurate interpretation of the non-verbal cues.

    Expert trainer – Paul Ekman, who has trained judges, secret service agents, and polygraphists to detect lies; says that the best way to detect lies is to look for inconsistencies in the non-verbal cues. Disparities between the subject’s words, body languages, voice etc are some cues that could help in this direction.

    If one were to ask – Why is non-verbal communication important to managers? It is because it is important for the managers to understand the impact on the meaning of the message being communicated. Definitely the employees pick up various non-verbal cues in the following situation – when the managers looks away when the employee speaks with him, doesn’t acknowledge any greetings, etc.

    The Manager would therefore need to consider the total meaning of the message, in all media of communication. A message would have a greater meaning in specific context and the cues could be better and interpreted with an ease.

    It would be interesting to have a quick table of common non-verbal communication cues from manager to employees and we shall provide that in the next byte.

  • Communication – Non Defensive 6

    In the last byte, we looked at facial expressions and eye-contact and saw what role they played in non-verbal communication. In today’s byte, we look at paralanguage and see what role this played in non-verbal communication.

    Verbal forms of communication – focus on what is being spoken, and could be written and transferred to the receiver. However, in addition to what is being spoken, we find that there exists a component of how it is being spoken that creates an effect on the listener. The “how” it is being spoken component consists of variations in speech like pitch, loudness, tempo, tone, duration, laugh or cry – all these form the focus of paralanguage dimension of non-verbal communication.

    These variations could be attributed to various meanings and then these cues help the receiver decipher the underlying meaning more effectively. Some of such examples could be –
    If one speaks at a rapid pace, and is also loud – it could be taken as being nervous or angry!

    In addition to how the communication was spoken, there are some “fillers” that we introduce in speaking – especially when we do not get the appropriate words- some such usages are “mmmm…” or “ah-ah” etc typically used to see if the receiver jumps in to help fill in a few words etc also form the subject matter of paralanguage.

  • Communication – Non Defensive 5

    In the last byte, we looked at kinesics. In today’s byte, we look at facial and eye behavior.

    In most face-to-face communication we find a wealth of information coming from the facial expressional and the eye behavior. It is a rich source of nonverbal communication. Many a times, the face gives unintended clues that to emotions that sender is trying to hide.

    It would be interesting to know that smiles have a universal meaning! While frowns, raised eyebrows and wrinkled foreheads would need to be interpreted in conjunction with the person (actor), the situation and the culture.

    Eye contact enhances reflective listening and along with smiling – it indicates a positive emotion. But again the cultural context begins to play a major role here – in some countries the direct gaze could be interpreted as honest, truthful and forthright in the US context, but could mean completely differ in the Arabic world! (It could be interpreted as serious offence to look directly at a woman). In Asian cultures, it is considered good behavior to bow the head in deference to a supervisor than look at his/her eyes directly.

  • Communication – Non Defensive 4

    In the last byte, we discussed about proxemics. In today’s byte we discuss about kinesics.

    Kinesics refers to the study of body movements and also includes postures.

    Let’s take an example – we would have seen many kids stick out their tongues and also waving fingers with one’s thumbs in the ear! This annoys many parents and indicates a sort of insult that the child intends to gesture! Similarly there are numerous other gestures and here is a short list of some from the US context.

    1. Rubbing ones hands together or exhibiting a sharp intake of breadth indicates anticipation
    2. Closed hand position, hand wringing, or rubbing the temples indicates stress.
    3. Drumming fingers, pacing, or jingling coins in the pocket are indicates nervousness.
    Note: the same gesture could be understood differently in different context.

  • Communication – Non Defensive 3

    In the last byte, we looked at the various types of nonverbal communication. In today’s byte we explore Proxemics in a bit more detail.

    Proxemics refers to the study of an individual’s perception and use of space. The use of space also includes – “Territorial Space”. Territorial space refers to the bands of space extending outwards from the body – indicative of the comfort zone of the individual. As true with the generic hint that we gave stating these nonverbal communication is culturally influences, – in this context too, different cultures prefer different types of interaction with others depending on the comfort zones.

    Territorial zones include the following:

    1. Intimate zone
    2. Personal zone
    3. Social Zone
    4. Public Zone

    Our relationships with people also shape our use of territorial space

    In addition to the territorial spaces, seating dynamics is another interesting dimension of proxemics. Seating dynamics refers to the art of seating people in certain positions according to the person’s purpose in communication.

  • Communication – Non Defensive 2

    In the last byte, we looked at aspect of non defensive behavior and how it affects a smooth communication. In today’s byte, we look at non-verbal communication aspects.

    Simply put, non verbal communication refers to all the elements of communication that do not involve words – including gestures, use of space, etc.

    It has been observed through research that most of the meaning in a message (from 65% to 90%) is conveyed through nonverbal communication!  Non-verbal communication could be classified into 4 basic categories:

    1. Proxemics
    2. Kinesics
    3. Facial & eye behavior
    4. Paralanguage
    It is important to understand that the interpretation of non-verbal communication mode is extremely context specific – it depends on the culture and people involved in the communication. With globalization increasingly influencing day o day aspects of business – understanding these non-verbal customs in other cultures becomes all the more essential for people.