Problem solving and Communication
Types
Impersonal Written E-mail Interpersonal Talk / Telephone Meeting Informal
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Sender Filters
Semantics
Receiver Filters
Semantics
Emotions Attitudes Role Expectations Gender Bias Non Verbal Messages
Sender
Emotions Attitudes Role Expectations Gender Bias Non Verbal Messages
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
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Gender Bias
Message twisted Listening Reaction Feedback
Different Topics Wavelengths
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Non Verbal Messages
Body language Consistency Contradiction
Eye contact Facial feelings Gestures
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In an Organisation
Upward
We have common Goals Plan, Execute, Evaluate Men and Material Team and Network Attitude and personality
lateral
Downward
9
Problem Solving and Behavior
What you do and say cause impressions Inner thoughts are not known Knowing the styles will help!! No style is inferior Dealing is important
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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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Dominance and Sociability
Where are we? Which is the ideal place? Which is the ideal style? How do we know?
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Your behavior Style
Emotive Director
Reflective
Supportive
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Your BEHAVIOUR Style?
Take the Indicators and plot your position Let your partner plot your style Compare and identify the style
High or Low Dominance High or Low Sociability
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Supportive Style
Pays attention Friendly Thoughtful decisions Attempts to win Agrees with everyone Seeks reassurance No strong stands Apologises a lot
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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
Talks with airs Looks down on people
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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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To the Emotive Style
Build social and business relationships Display interest in others ideas, interests and experiences Dont stress on details Go for fast inspirational talk
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To the Director Style
Be specific, brief and to the point Use time effectively Present the facts logically Be prepared to face questions Disagree with the issue not the person
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To the Reflective Style
Be well organised Systematic approach to life Be straight forward Get to business quickly Be accurate and realistic with information
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To the Supportive Style
Show interest in the person Draw out views and goals Listen and respond to the needs Present views in quiet manner No pushing
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