PERCEPTION and COMMUNICATION. Week 2

Transcription

1 PERCEPTION and COMMUNICATION Week 2 1

2 Perception Perception a sequence of events from the receipt of a stimulus to the response to it. It is how people interpret what happens around them what they think they see. 2

3 THE PROCESS OF PERCEPTION Take in sensory information Organise the information Attach meaning to the information 3

4 Factors in Processing Information Selective Attention we take information from the world around us and we organize them to make some sense of it. We cannot absorb everything, so we are selective in the information we retain and focus on. Perceptual Organisation we all have our own reality and we have different interpretations of what we experience as reality that differ from person to person 4

5 PERCEPTION CONSISTS OF TWO DIFFERENT REALITIES The Objective Reality What is actually happening. The Subjective Reality What the perceiver thinks is happening. It is influenced by a range of different factors and will be interpreted in different ways by different individuals. 5

6 SOME ERRORS IN PERCEPTION Stereotyping The Halo/Horns Effect Perceptual Set Perceptual Filters Cognitive Dissonance Perceptual Defence Projection 6

7 ATTRIBUTION THEORY The way in which we interpret the perceived causes of people s behaviour 7

8 Reasons whey people perceive the same situation differently Physical sensitivity Selective attention Categorization Limits on our capacity The environment Individuality 8

9 Main Sources of Errors in Perception Not collecting enough information about other people Basing our judgment on irrelevant significant information Making instant judgment and not investigating further Incurring perceptual error 9

10 WAYS OF AVOIDING ERRORS IN PERCEPTION Take more time and avoid instant judgements about others Collect and consciously use more information about others Develop self-awareness particularly in relation to personal biases Check our attributions 10

11 What is Communication? It is the transfer and understanding of information, including feelings and ideas, from one person to another. FOM

12 The Communication Process Ideas and Perceptions Sender Message Encoding Channel Feedback Message Decoding Ideas & Perception Receiver 12

13 Process of Communication 1. Developing an idea or perception 2. Message encoding 3. Channel transmission 4. Message decoding 5. Receiving an idea and developing own perceptions 6. Providing feedback 13

14 When the message is received, the receiver may: 1. Discard the information 2. Follow the instructions contained in the message 3. Store the information for future use 4. Pass it on to others 14

15 Noise refers to anything that distorts an intended message. It may occur at any point in the communication process. Noise interferes with the normal flow of understanding from one person to another. 15

16 Forms of Communication 1. Verbal Communication a. Oral communication Hearing is the channel used in oral communication b. Written communication Sight is the channel for written communication 2. Nonverbal communication 16

17 Nonverbal Communication It refers to communication outside of the use of the spoken or written word. Sometimes, it is made in conjunction with oral communication, although sometimes, it stands alone. 17

18 Nonverbal Communication 1. Body language the movement of an person s body in relation to his thoughts. 2. Proxemics communicating thoughts with the use of space. This includes the distance a person maintains when speaking with another person. 3. Chronemics the study of the use of time. 4. Status symbols 5. Touching 6. Clothing and appearance 7. Aesthetics - this includes art, poetry, music, dance, religious symbols, plays, and movies. 18

19 Forms of Body Language Body Language Steady eye contact Clicking of thumb & middle finger Biting lips Hand to forehead Fingers of left hand interlocking with fingers of right hand Scratching head Brisk, erect walk Foot tapping Unlighted cigarette placed between lips Pointing a finger Interpretation Active listening Anticipation Nervousness Worrying, deep thinking Submission Displeasure Confidence Boredom Apprehension Authority, superiority 19

20 Channels used in downward communication 1. Letters 2. Manuals 3. Handbooks 4. Newsletters 5. Bulletin boards 6. Videos 7. Meetings 8. Telephone 9. memo 20

21 Barriers to Effective Communication 1. Filtering - the deliberate manipulation of information to make it appear more favorable to the receiver. 2. Selective Perception occurs when people selectively interpret what they see on the basis of their interests, background, experience, and attitudes. 21

22 3. Defensiveness a. Verbally attacking others b. Making sarcastic remarks c. Being overly judgmental d. Questioning others motives 22

23 4. Language 5. Information Overload - information available exceeds processing capacity 6. Emotions 7. Gender 8. National Culture 23

24 Overcoming Communication Barriers 1. Use Feedback 2. Simplify Language 3. Listen Actively 4. Constrain emotions 5. Emphasize non-verbal cues 24

25 EFFECTIVE LISTENING Listening the primary communication activity in face-to-face communication. 25

26 TIPS FOR EFFECTIVE LISTENING Maintain good eye contact Wait until it s your turn to speak Use non-verbal signals to let the other person know you are listening Ask open questions Rephrase and summarise to check understanding Spend 20% of your time talking and 80% listening 26

27 Review Questions 1. What is communication? How important is it to the organization. 2. Discuss the upward and downward communication in your company. 27