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Chapter 4

MHR 741 Chapter Notes - Chapter 4: Interpersonal Communication, Active Listening


Department
Human Resources
Course Code
MHR 741
Professor
Genevieve Farrell
Chapter
4

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CHAPTER 3 – BUILDING RELATIONSHIPS BY COMMUNICATING SUPPORTIVELY (Ch. 4)
BUILDING POSITIVE INTERPERSONAL RELATIONSHIPS
- Positive interpersonal relationships are a key to creating positive energy in people’s lives
Feel elevated revitalized, enlivened
-Negative interpersonal relationships lead to feeling depleted, less alive, emotionally exhausted, down, de-
energized
-Result in better physical well-being (Physiological Effects)
Better health & recovery periods
Fewer illnesses
Cope better with stressors
Few accidents
Longer life expectancy
Stronger immune systems, cardiovascular systems and hormonal systems
-Results better in emotional well-being (Emotional Effects)
Feel joy, excitement and interest
Better self-image
-Result in better intellectual capacity, mental acuity (Intellectual Effects)
Increased desire to learn
More information processing capacity
Better decisions, judgments
Increased & faster learning
Fewer mental errors
More creativity
-Result in better social relationships (Social Effects)
Create desire to interact with & help others
Fosters cooperation
Less conflict, confusion, ambiguity
-Result in better workers (Organizational Effects)
Perform tasks better
Learn more effectively
Feel more secure in job so concentrate better
Increase info exchange, participation, commitment to work
Loyalty enhanced
More tolerant of ambiguity & change
-Building positive relationships in negative circumstances or with negative people requires special skill
-More important skill is the ability to communicate with people in a way that enhances feelings of trust openness
and support
THE IMPORTANCE OF EFFECTIVE COMMUNICATION
-Electronic communicate is the most frequently used
-Increasing reliance on electronic forms of communication can diminish competency in interpersonal
communication
-Problems with electronic communication
Too much information, low quality info
No context to information, lacks meaning
Interpretation of information depends on relationship between sender(s) & receivers(s)
-Causes of organizational problems
Reliance on technology
Dominance of e-mail
Less face-to-face communication
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-Listening was rated most important skill
-Most managers indicate that poor communication is their biggest problem
-Some don’t have motivation to improve communication skills because they think others are the problem
The Focus on Accuracy
-Accuracy is the ability to transmit clear and precise messages
-Progress has been made to improve the transmission of accurate messages through the development of
information based technology
-Ineffective communication may lead to individuals to dislike each other these problems in turn generally lead to
restricted communication flow, inaccurate messages and misinterpretations of meanings
WHAT IS SUPPORTIVE COMMUNICATION?
- Supportive communication: communication that helps managers share information accurately and honestly
without jeopardizing interpersonal relationships
-Customer complaints and misunderstandings frequently require supportive communication skills
COACHING AND COUNSELING
-Two common roles played by managers, parents, friends
-Skillful coaching and counseling are especially important in:
Rewarding positive performance
Correcting problem behaviours or attitudes
- Coaching: giving advice, direction or information to improve performance
Focus on abilities
When to coach:
Lack of ability
Insufficient information
Incompetence
Subordinate must understand the problem
“I can help you do this better”
- Counselling: helping someone understand and resolve a problem him/herself by displaying understanding
Focus is on attitudes
When to counsel:
Personality clashes
Defensiveness
Other factors tied to emotions
“I can help you recognize that problem exists”
-Obstacles to supportive communication
Defensiveness
One individual feels threatened or attacked as a result of the communication
Self-protection becomes paramount
Energy is spent on constructing a defense rather than on listening
Aggression, anger, competitiveness, and/or avoidance as a result of the communication
Disconfirmation
Individual feels incompetent, unworthy, or insignificant as a result of the communication
Attempts to re-establish self-worth take precedence
Energy is spent on trying to portray self-importance rather than on listening
Showing off, self-centered behaviour, withdrawal, and/or loss of motivation are common
reactions
PRINCIPLES OF SUPPORTIVE COMMUNICATION
Supportive Communication is Based on Congruence, not Incongruence
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