Académique Documents
Professionnel Documents
Culture Documents
Types
Impersonal Written E-mail Interpersonal Talk / Telephone Meeting Informal
1
Sender Filters
Semantics
Receiver Filters
Semantics
Emotions Attitudes Role Expectations Gender Bias Non Verbal Messages
Sender
Message
Receiver
Feed Back
2
Semantics
Words do not mean the same Abstract terms give different meanings Reasons may be many
Attitude Back ground Experience Culture
3
Emotions
We have no Control on them They cause Bias Content Vs Message Anger causes anger Fight ensues Deal with Emotions
4
Attitudes
Beliefs backed by Emotions Alter the way the message is heard Reasons can be many
Voice Accent Gestures Mannerisms Dress Delivery Etc
Roles
Boss Customer Employee
Position Power One way information Difficult relations
6
Gender Bias
Message twisted Listening Reaction Feedback
In an Organisation
Upward
We have common Goals Plan, Execute, Evaluate Men and Material Team and Network Attitude and personality
lateral
Downward
9
Styles
Individuals differ Impressions last Both are stable Only small number of styles exist Intuitor, thinker, feeler,and sensor Judgments according to styles
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Bias
Age discrimination Gender Style bias Other style is uncomfortable Same style is misunderstood Be aware of the style!
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13
Reflective
Supportive
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16
Supportive Style
Pays attention Friendly Thoughtful decisions Attempts to win Agrees with everyone Seeks reassurance No strong stands Apologises a lot
17
Director Style
Serious Strong opinions Indifferent Determined to come out on top Will not admit being wrong Cold and no feelings in dealings Uses dogmatic phrases
never You Cant
18
Emotive Style
Action oriented Informal Persuasive Expresses highly emotional pinions Outspoken Can be offensive also seems unwilling to listen to others views Exaggerated gestures and facial expressions
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Reflective Style
Formal and controlled Quiet and aloof systematic Tends to avoid taking decisions Seems overly interested in details Very still and formal in dealing with others Avoids displaying emotions
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