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  • 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.

  • Communication – Non Defensive

    In the last byte, we looked at defensive tactics. In today’s byte, we look at non-defensive communication dimensions.

    A person communicating in non-defensive means may be seen to be centered, assertive, controlled, informative, realistic and honest.  Such non-defensive communication is powerful, because the sealer exhibits self-control and self possession without rejecting the listener.

    Converting such defensive patterns of communications to non-defensive ones helps enhance relationship building at work. Relationship building behaviors and communication helps reduce adverse responses of blame, and anger when faced with a negative event at work.

    A subordinately defensive person needs to learn to be more assertive. Following steps could help in the process
    Instead of asking for permission to do something, report what you intend to do and invite confirmation
    Instead of using self-deprecating words, convert the message to a self-assertive form.
    Non-defensive communication should be self-affirming without being self-aggrandizing.

  • Communication – Defensive 2

    In the last byte, we looked at defensive communication at work. In today’s byte, we look at some defensive tactics.
    Defensive tactics are very common in workplace. The major issue is that until defensiveness and defensive tactics are recognized, it is difficult to change them or to respond to them in non-defensive ways. Defensive tactics are how defensive communication is acted out.

    Some of the defensive tactics used in workplace are:

    • Power Play
    • Put-down
    • Labeling
    • Raising Doubts
    • Misleading information
    • Scapegoating
    • Hostile Jokes
    • Deception
    In many situations, such tactics raise ethical dilemmas and issues for those involved. People might raise doubts about another person’s values, beliefs etc.

  • Communication – Defensive

    In the last byte, we began our discussion on defensive and non-defensive communication. In today’s byte, we look at defensive communication at work and try to identify patterns therein.

    Defensive Communication at work could be shown in 2 broad patterns of responses:

    1. Subordinate Defensiveness
    2. Dominant Defensiveness
    Subordinate Defensiveness: is characterized by passive, submissive, withdrawal. The underlying thought of the person in this state is – “You are right and I am wrong”.  This is most common in people with low self-esteem and is found mostly in people at lower organizational levels.
    This sort of a behavior could prevent sensitive and critical information from moving up the organization and therefore loose organizational performance! This subordinate defensiveness over time could manifest as dominant defensiveness.

    Dominant Defensiveness: is characterized by active, aggressive, attacking behavior. The underlying thought of the person in this state is “The best defense is a good offense”. They psychological attitude that underlies this is – “I am right, and you are wrong”.
    In this case, people with low self-esteem compensate by exhibiting this pattern of behavior. People at higher levels in the organization too could have such an attitude!

  • Communication – Defensive & Non-Defensive

    In the last byte, we looked at how gender difference and language could act as barriers to communication and how these could be overcome. In today’s byte, we begin our discussion exploring defensive and non-defensive communication.
    • Defensive Communication refers to the communication that can be aggressive, attacking, and angry, or passive and withdrawing.
    • Non-defensive Communication refers to that is assertive, direct and powerful.
    Of the two, it is pretty evident that defensive communication in organization can create barriers between people, whereas non-defensive communication help open up relationships. Simply put, aggressiveness and passiveness are both forms of defensive communication, assertiveness is non-defensive communication.

    Defensive communication in organization leads to a wide range of problems, including injured feelings, communication breakdowns, alienation in working relationships, etc. Counterattack or sheepish withdraw could derail communication.
    Non-defensive communication in contrast provides a basis for asserting and defending oneself when attacked – without getting non-defensive. Each of these defensive approaches could be aptly addressed.

  • Communication – Barriers 4

    In the last byte, we looked at cultural diversity as a barrier to communication. In today’s byte we look at gender difference and language as barriers to communication.

    Gender Differences:
    We just explained about cultural diversity in the last byte, and highlighted why it could be a potential barrier to communication. It has been said that even the conversation between men and women too is akin to the conversation between people from different cultures or ethnicities!

    A gateway to overcome this barrier is development of the awareness of gender specific differences is a key. Another gateway is to actively seek clarification from the speaker and not interpret it from one’s own frame of reference.

    Language:
    Language is another central element in communication and could be a barrier if its use obscures the meaning or distorts the intent. The same word could possess different meaning across countries too.

    Language barriers are also created across disciplines and professional boundaries by technical terminologies – acronyms could be understood by few while others outside the context wouldn’t be able to get any meaning out of this.

    It is always preferred to use a simple, direct, and declarative language – ensure also that sentences are short yet use words commonly used.

  • Communication – Barriers 3

    In the last byte, we looked at how status difference could act as a barrier to communication. In today’s byte, we look at cultural diversity as a barrier to communication.

    In the current world of globalization, where teams work across time-zones cultural diversity is a major barrier to communication that needs to be recognize and addressed. The difference in cultural values and patterns of behavior lead to a lot of confusion and act as barriers to communication. Given that there are also on-site projects that need to be executed, it so often happens that the outsider working in a foreign culture could find some of the habits extremely confusing and may be bizarre some times.

    Another important aspect that one needs to be aware of in the same context is the existence of cultural stereotypes (we shall discuss about stereotypes elsewhere, but discuss about this in the context of barrier to communication here). When one uses stereotypes to view people of other culture, many a times the individual differences within the other culture blurs out. This could mislead an individual to communicate inappropriately with people from other culture.

    The means to break this barrier – i.e. a gateway to communication is increasing the awareness of cultural diversity and being sensitive to the culture’s uniqueness. Another gateway could be to develop and acquire guide, map or a beacon to understand the interaction with people from other culture.

  • Communication – Barriers 2

    In the last byte, we looked at Physical Separation as a barrier to communication. In today’s byte, we look at how status difference acts as barriers to communication.

    Status Difference:
    Almost every organization has a hierarchy structure. Invariably an individual reports to someone above him and that individual supervisor id the one primary connection to the organization. This hierarchical arrangement creates a barrier to communication – the employee is more likely to distort up-ward communication compared to communication with their colleagues or their subordinates.

    As a supervisor, one would need to make use of the skills discussed in the earlier bytes on effective supervisory skills and become more approachable – this would act as the soothing factor in such status related issues. This would help ease the employee and make him/her more secure and would potentially lead to a straightforward upward communication.

    One would, through the above line of thought be likely to suggest a hierarchy free work environment – this practically would be extremely hard to achieve (refer to the discussion on transaction cost earlier); however the extensive use of information technology could drastically reduced the hierarchy.

  • Communication – Barriers

    In the last byte, we began our discussion on Barriers and Gateways to communication. In today’s byte, we look at 2 such barriers to communication – Physical Separation.

    Physical Separation:
    In the current era of multinational companies, we often find teams working across time-zones and collaborating on work with people whom one would not have met in the real world. This sort of a collaborative environment at work relies heavily on communication and modern technology like telephone, e-mail etc have played a phenomenal role in making this possible.

    While these medium of communication have definitely been helpful, they aren’t as rich as face-to-face communication. Periodic face-to-face interaction acts like an antidote to the problems of physical separation. This is primarily due to the non-verbal cues that the receiver derives during such interactions.

    In short, the richer a medium, lesser the potential for confusion and misunderstanding.

    Another gateway to overcome this barrier of communication is the use of periodic/regular scheduled meeting for the people who collaborate in the workplace. A simple meeting which is attended by all the members of the team helps not just build the confidence but also reduces the mental misconceptions created through physical separation.

  • Communication – Barriers & Gateways

    In the last byte, we looked at the need to be sensitive to employees and the way information is to be managed by a supervisor. In today’s byte, we begin discussion about barriers and gateways to communication which would be the subject matter of the bytes which would follow.

    To begin with defining these terms and understanding them would be the best approach [definitions as per the reference book]:
    Barriers to communication – refers to the aspects of communication content and context that can impair effective communication in a workplace.

    Gateway to communication – refers to the pathways through barriers to communication and antidotes to communication problems

    To solve the problem of barrier to communication, it would be important to first be aware and recognize them. Following is a list of such barriers to communication:

    1. Physical Separation
    2. Status Differences
    3. Gender Differences
    4. Cultural Diversity
    5. Language