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Communication

Speaking and Listening

Viewmont and Davis WBL

Communication The following are

nominees for the Chevy Nova Award, named in honor of GM’s fiasco in trying to market this car in Central and South America –“nova,” in Spanish, means “it doesn’t go.”

Communication

Coors put its slogan

“Turn it Loose” into

Spanish, where it

was read as “Suffer

from Diarrhea.”

Communication

Clairol introduced the

“Mist Stick,” a curling

iron, into Germany

only to find out that

“mist” is slang for

manure.

Communication

When Gerber started selling baby food in Africa, they used the same packaging as in the U.S., with the smiling baby on the label. Later they learned that in Africa, companies routinely put pictures on the labels of what’s inside, since many people can’t read.

Communication

An American t-shirt maker in Miami

printed shirts for the Spanish market

which promoted the Pope’s visit. Instead

of “I Saw the Pope” (el Papa), the shirts

read “I Saw the Potato” (la papa).

OR

Communication

Pepsi’s “Come Alive

with the Pepsi

Generation” translated

into “Pepsi Brings Your

Ancestors Back from

the Grave” in Chinese.

Communication

When Parker Pen marketed a ball point pen in Mexico, its ads were supposed to have read, “It won’t leak in your pocket and embarrass you.” The company thought that the word “embarazar” (to impregnate) meant to embarrass, so the ad read: “It won’t leak in your pocket and make you pregnant.”

Communication

When American Airlines wanted to

advertise its new leather first class

seats in the Mexican market, it

translated its “Fly in Leather”

campaign literally, which means “Fly

Naked (vuela en cuero) in Spanish.

Communication

Good

communication

requires

effective

speaking and

listening.

Speaking

Be Positive

Be Brief

Be Respectful

Enunciate Clearly

Work Place

Reports--Practice

Listening

Why is listening important at your internship?

What is the difference between hearing and listening?

How do you know when someone is listening to you?

Why don’t we listen to each other—what keeps us from listening?

Levels of Listening

Non-attentive: Knowing there is

communication going on, but paying little or no

attention to it. “In one ear and out the other.”

Hearing: Observing the words and possibly

getting the general idea of the communication.

Active Listening: Processing the information

and looking for feelings and what the true nature

of the communication is all about.

Differences Between Men and

Women’s Communication Styles

Is there a difference?

Differences Between Men and

Women’s Communication Styles

Study on communication recorded children ages 3 to 6 yrs. old

100% of sounds little girls make is talking.

60% of sounds little boys make is talking, 40% of sounds are sound effects & noises!

Average man speaks 11,000 words daily

Average woman speaks 25,000 words

Your Point of View/Perspective

Interpersonal Communication is Inescapable

We use communication and receive communication through: Tone of voice

Gesture

Posture

Facial expression

Basic principle of communication : people are not mind readers.

People judge you by your behavior, not your intent.

Interpersonal Communication is

Irreversible

You can’t take back something once it has been said. The effect will inevitably remain.

Ex.: a judge to a jury to “disregard that last statement the witness made,” the lawyer knows that it can’t help but make an impression on the jury.

A Russian Proverb says, “Once a word goes out of your mouth, you can never swallow it again”


Complicated

Communication is complex with many variables involved.

According to theorists there are six “people” involved in communication:

1. Who you think you are

2. Who you think the other person is

3. Who you think the other person thinks you are

4. Who the other person thinks he/she is

5. Who the other person thinks you are

6. Who the other person thinks you think he/she is


Complicated (continued)

We don’t actually swap

ideas, we swap words

that stand for ideas.

This also complicates

communication.

Words do not have

inherent meaning; we

simply use them in

certain ways, and no

two people use the

same word exactly

alike.


Contextual

Communication does not happen in isolation. There is: Psychological context: which is who you are and what you

bring to the interaction. (“You” refers to both participants in the reaction)

Ex: needs, values, desires and personality

Relational context: concerns your reactions to the other person– the “mix”

Situational context: deals with the psycho-social “where” you are communicating.

Ex: Interaction in a classroom will be different than what takes place in a bar


Contextual (continued)

Environmental context: the physical “where”

you are communicating.

Ex: Furniture, location, noise level, temperature,

season, and time of day.

Cultural context: learned behaviors and

rules that affect the interaction.

Ex: If you come from a culture where it is

considered rude to make long, direct eye contact,

out of politeness you avoid eye contact.

Environmental Factors (climate,

comfort, color)

How does gloomy weather make you feel? What about a comfortable chair or uncomfortable desk? What about a blue wall? What about an orange and red room?

Listen to what is not said. Watch for deviations from known norms.

Pay attention and look for signs of unusual behavior.

Interpersonal Communication

Involves….

Effective listening: We sometimes think we are listening when we are not. For instance, we jump to conclusions before someone finishes a sentence. Maybe we even finish the sentence for them.

Appropriate Self-

disclosure: knowing

when to share

personal information is

important. Would you

tell all your secrets to

a stranger or wait until

you know them better?


(continued)

Audience

Understanding: Try to

look at the other

person’s point of view.

If you see the situation

from their eyes, you

might understand better

and be able to assist

better.

Perceptual Clarity:

Each individual

perceives things

differently. It is

important to get in the

other point of view to

have accurate

perception of the

situation.


(continued)

Channel Awareness (senses): Being aware of who is sending the message, who is receiving, what the message is and the channels used is vital to understanding correctly.

Pay attention the signals and use all the senses to listen!

Some messages are mixed messages which include verbal and non-verbal cues.

Cues might be missed if attention isn’t paid to the message.

Ex.: Someone might say “Come back and see us real soon.” -This sounds nice enough, but if the person grimaces when they said it, that could signal and untruth


(continued)

Effective Verbal Messages: (reasoning, evidence, credibility, organization and style) Using these factors to establish respect and understanding of the situation is important in the communication process.

A good communicator will establish credibility and present it with good reasoning and evidence.


(continued)

Create messages

And sincerity

Rate

Pitch

Rhythm

Volume

Tone

Quality

Effective Nonverbal

Messages: Language

allows us to go where

we need to go in

communication. It’s like

a map. It isn’t as

important to know it as

it is to know how to use

it correctly.

Words seldom capture

all there is to say. A

caring touch, a caring

look or other nonverbal

cues say a lot.

Reinforcing messages and

creating sincerity:

Rate: how fast or slowly you speak

Pitch: how high or low you speak on a musical scale.

Rhythm: the use of pauses that create rhythm in your speech

Volume: how loud or soft you speak

Tone: how happy or sad or excited your voice sounds

Quality: the texture of the voice. (husky, breathy melodious etc.)

Nonverbal messages (continued)

Kinesics

Monitor your body

language

Ex.: gestures, eyes,

facial expression,

posture

What does a confident

person look like?

What does a depressed

person look like?

Artifacts

Remember clothes

and objects

communicate

What do tennis

shoes and a tennis

racket tell you about

the person?

Touch is Important

What is appropriate at

what level?

Would a hand shake be

appropriate at school?

What about a hug?

Proximity

Standing 0” to 18” apart is intimate space

18” to 3-1/2’ apart is personal distance

(at arms length)

3-1/2’ to 4’ apart is social distance

Reflection on Communication

Communication self-assessment

Quick write

1. What are some communication skills you feel you do well?

2. What communications skills do you need to improve in?

3. What steps can you take to improve your communication skills?

http://www.gerber.com/home

http://www.clairol.com/hair101/hair101.jsp

http://www.dmldirect.com/si/1014.html

http://www.vatican.va/holy_father/john_paul_ii/

http://www.pepsiworld.com/join/index.php

http://www.aa.com/content/businessPrograms/main.jhtml?anchorEvent=false

Credits & References

speaking and listening viewmont and davis wbl american airlines wanted to ... perceptual clarity:...

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