HRMT 101 Forum

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COMMUNICATION FILTERS 2-2 Messages are sent—and feedback is received—through a variety of filters that can distort the intended message (see Figure 2.2.). When people are influenced by one or more of these filters, their perception of the message may be totally different from what the sender was attempting to communicate. Both sender and receiver must be keenly aware of these possible distortions so that they can intercept any miscommunication. Semantics We often assume that the words we use mean the same things to others, but this assumption can create problems. Semantics is the study of the relationship between a word and its meaning(s). Words have associated meanings and usages. We can easily understand what words like typewriter, computer, or envelope mean. But more abstract terms, such as cloud computing, downsizing, or internal customers, have less precise meanings.    New buzzwords surface frequently. Just about the time people understood the meaning of rightsizing and downsizing, the term unsiloing was introduced to make a simple, but important point: Managers should encourage cooperation across departments and share resources. Sometimes buzzwords confuse or cover up what someone is actually saying. 7    People who have communicated extensively via Internet chat rooms, blogs, and text messaging often assume that their jargon, or cyberlingo, will be understood by everyone. However, when cyberlingo is used in the mainstream of communication within organizations, it can be confusing to those who are unfamiliar with “words” such as BTW (by the way), or GMTA (great minds think alike). 8 The impact of generational differences on interpersonal communications will be discussed in future chapters. Language and Cultural Barriers The needs of a multicultural work force are getting more attention today because of globalization and employers' growing support for cultural diversity among their workers. The culture in which we are raised strongly influences our values, beliefs, expressions, and behaviors. Culture can be defined as the accumulation of values, rules of behavior, forms of expression, religious beliefs, and the like, for a group of people who share a common language and environment. Culture helps shape just about every aspect of our behavior and our mental processes. Culture is frequently associated with a particular country; but actually, most countries are multicultural. African Americans, Hispanic Americans, Asian Americans, and American Indians represent a few of the subcultures within the United States. 9    The ability to interpret human actions, gestures, and speech patterns in a foreign culture is called cultural intelligence or CQ. A person with a high CQ quickly analyzes an unfamiliar cultural situation and then responds appropriately 10 Management professors P. Christopher Earley and Elaine Mosakowski have studied more than 2,000 managers in 60 countries. They have identified three sources of cultural intelligence. 11 Head. Before visiting a foreign country, learn as much as possible about the host country's customs, religion, politics, morals, social structure, food, table manners, and the roles of men and women. Body. You can win the respect of foreign hosts, guests, or colleagues by showing you understand their culture. The way you shake hands, order coffee, or accept a gift can demonstrate, to some degree, you have already entered their world. Heart. Adapting to a new culture is much easier when you have confidence in yourself. In Chapter 4, we introduce self-efficacy, the belief that you can achieve what you set out to do. A major source of self-efficacy is the experience of mastery in your area of specialization. I9781305571938_0022.jpg ¬ HOW TO SPEAK IOWAN One solution to the doctor shortage in rural America is to enlist physicians from Egypt, India, and other countries. At Mercy Medical Center in Mason City, Iowa, about one-third of the physicians are foreign-born. The administration was concerned that there might not be a social or emotional connection between patients and international physicians. With help from professors at the University of Northern Iowa, the hospital developed a training course entitled “Topics for Small Talk with Iowans.” The foreign born doctors learned about Iowa's history and traditions, crops, climate, and sporting interests. So, if a patient makes reference to a mixed marriage, the person might be referring to a University of Iowa Hawkeye tying the knot with an Iowa State University Cyclone Source: Miriam Jordan, “Learning to Speak Iowan: Corn, Pigs, Cyclones and Hawkeyes,” Wall Street Journal, September 9, 2011, pp. A1 and A16. Emotions Strong emotions can either prevent people from hearing what a speaker has to say or make them too susceptible to the speaker's point of view. If they become angry or allow themselves to be carried away by the speaker's eloquence, they may “think” with their emotions and make decisions or take action they regret later. Three-time Indianapolis 500 winner Helio Castroneves used a Twitter rant to complain about a penalty imposed during a race. He called IndyCar race director Brian Barnhart a “circus clown.” He was fined S30,000 and put on probation. 12    Detaching yourself from another's feelings and responding to the content of the message is often difficult. It is hard to realize that another person's emotional response is more likely about fear or frustration than it is about you as an individual. Many jobs require that employees remain calm and courteous regardless of a customer's emotional state. Emotional control is discussed extensively in Chapter 9. Attitudes Attitudes can be a barrier to communication in much the same way as emotions. The receiver may have a negative attitude toward the sender's voice, accent, gestures, mannerisms, dress, or delivery. These negative attitudes create resistance to the message and can lead to a breakdown in communication. Perhaps the listener has an established attitude about the speaker's topic. For example, a person who is strongly opposed to abortion will most likely find it difficult to listen with objectivity to a prochoice speaker. Keep in mind, however, that an overly positive attitude can also be a barrier to communication. When biased in favor of the message, the listener may not effectively evaluate the speaker's information. More is said about the power of attitudes in Chapter 6.