MGT 305 1nd Edition Lecture 14 Outline of Last Lecture I Communication II Types III Importance IV Interpersonal Communication Processes Outline of Current Lecture I Components of Communication II Barriers to Effective Communication a Filters b Defensiveness c Emotions d Language e Culture III Communication for Crucial Conversations Current Lecture Communication Part 2 Components of a Communication Verbal communication via words Nonverbal communication how most communication is done o Body language Facial expressions gestures eye contact o Verbal intonation o Tone of voice o Pause These notes represent a detailed interpretation of the professor s lecture GradeBuddy is best used as a supplement to your own notes not as a substitute Barriers to effective communication Filters The deliberate manipulation of information to make it appear more favorable Information overload When information exceeds our processing capacity Defensiveness When people are threatened it may reduce their ability to achieve a mutual understanding Emotions How a receiver feels when a message is received influences how he or she interprets it Language semantics Words mean different things to different people and the words selected can be influential in conveying the message o Customer convenience issue GM ignition issue labeled this versus class 1 safety issue not acknowledged until people died Culture National and organization differences should be considered Overcoming Communication Barriers Solicit and use feedback o Pay attention to nonverbal feedback Simply language o Avoid jargon code switching Listen actively o Listening not waiting to talk o Ask questions Get emotions in control Watch your own nonverbal cues Communication for crucial conversations What skills Share your facts Tell your story Ask for other s paths How skills Talk tentatively Encourage testing
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