1

Effective Styles of Communication in Workplace

MFM SEM III (2012-2015)Group 4

“Business Communication”

2

The Team….!!

• Govind Dhuri Roll No 14• Abhishek Gandhi Roll No 16• Nirav Ghelani Roll No 18• Sankesh Gupta Roll No 20• Vishal Joshi Roll No 22• Kathireasan Somasundaram Roll No 24

3

What is Communication Style?

• “You” that is on display every day—the outer pattern of behavior that others see

• If your style is very different from the other person’s, it may be difficult for the two of you to develop rapport

4

Communication Style Principles

• Individual Differences

• Way of Thinking and Behaving

• Style tends to be Stable

• Finite Number of Styles

• Get in Sync with Styles of Others

5

Communication Style Models

• Dominance ContinuumReflects the tendency to influence others in a relationship

• Sociability ContinuumReflects the amount of control one exerts over emotional expressiveness. People who are high in “sociability” express their feelings freely, while people who are low in sociability tend to control their feelings

Communication Style Models -Dominance Continuum

6

• The Dominance Continuum reflects the tendency to influence others in a relationship.

• The tendency to display a “take-charge” attitude.• An important dimension in interpersonal

relationships.• Everyone falls somewhere on the dominance

continuum

Dominance Continuum

7

• More Cooperative • Give advice freely• Eager to assist others • Initiate demands• Less assertive • More assertive• More willingly controlled • Seek control

Communication Style Models -Sociability Continuum

8

• The Sociability Continuum reflects the amount of control one exerts over emotional expressiveness.

• People who are high in “sociability” express their feelings freely, while people who are low in sociability tend to control their feelings.

• Sociability is a tendency to seek and enjoy social relationships

Sociability Continuum

9

• Expresses feelings• Open and talkative• Enjoys personal associations

• Controls feelings• More reserved and formal in relationships

Communication Styles

10

• High dominance

• Low dominance

• High sociability

• Low sociability

Emotive Style

11

• High dominance

• Low dominance

• High sociability

• Low sociability

The emotive style combines high sociability and high dominance.

Emotive Style

12

• Emotive Communication Style displays characteristics such as activity, social initiative, encouragement of informality, and expression of emotional opinions.

• These communicators may be stimulating, excitable, persuasive, and dynamic.

Director Style

High dominance

Low dominance

High sociability

Low sociability

Director Style

• The Director Communication Style characteristically is businesslike, serious in attitude, and strongly opinionated. Directors like to maintain control, and may be aggressive, bold, impatient, and intense, but determined.

Reflective Style

• High domina

nce

• Low dominan

ce

• High sociabi

lity

• Low sociabi

lity

Reflective Communication Style

• Reflective Communicators typically control their emotions, display orderliness, express measured opinions, and may be aloof. They may appear preoccupied and stuffy, however they are precise, disciplined and industrious.

17

The Supportive Style• Supportive communicators are quiet and reserved

• attentive listeners

• make decisions in a thoughtful and deliberate manner without the use of power

• passive and relaxed, yet sensitive and patient

Supportive Style

• High dominance

• Low dominance

• High sociability

• Low sociability

• Emotive

• Director

• Reflective

• Supportive

19

Developing Communication Style With “Emotives Type Communicators”

• Be enthusiastic• Take time to establish goodwill• Back off on facts and details• Support their opinions and ideas• Ask questions and listen attentively

20

Developing Communication Style With “Director type Communicators”

• Be businesslike• Be efficient, to the point• Be organized• Use facts and figures• Help them meet their objectives• Ask specific questions related to the key issues

21

Developing Communication Style With “Reflective type Communicators”

• Be prompt and organized• No nonsense, businesslike approach• Show proof and documentation• Never pressure them to make a quick decision

22

Developing Communication Style With “Supportive type Communicators”

• Try to build a social relationship• Listen carefully• Professional, but friendly approach• Offer personal assurances and support• Be patient• Avoid conflict if possible

23

Passive Communication

• Allowing our own rights to be violated by failing to express our honest feelings.

• The goal of being a passive communicator is to avoid conflict.

• Little risk involved – very safe.• Little eye contact, often defers to others’

opinions, usually quiet tone, may suddenly explode after being passive too long.

24

Aggressive Communication

• Protecting one’s own rights at the expense of others’ rights.

• The goal of the aggressor is to win at all costs; to be right.

• Does not consider actions a risk because this person thinks they will always get their way. It is risky in terms of relationships, however.

• Eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others, or at least does not admit to; manipulative and controlling. Often uses violence or verbal abuse.

25

Passive-Aggressive Communication• Charatrised by being

– Dishonest– Pouting– You make me feel…– Not Direct– Sarcasm– Manipulative

• Stops real good communication

• Behaves passively to people’s face, then aggressively when they are not around.

26

Assertive Communication

• Protecting your own rights without violating the rights of others.

• The goal of the assertive person is to communicate with respect and to understand each other; to find a solution to the problem.

• Takes a risk with others in the short run, but in the long run relationships are much stronger.

• Eye contact maintained; listens and validates others; confident and strong, yet also flexible; presents wishes clearly and respectfully.

Which is the Best Style?

27

28

Which is the Best Style?

• All styles have their proper place and use.• Assertive communication is the healthiest.

– Boundaries of all parties are respected.– Easier to problem-solve; fewer emotional

outbursts.– It requires skills and a philosophy change, as well

as lots of practice and hard work.– When both parties do it, no one is hurt in any way

and all parties win on some level.

29

Assertiveness Skills

• I – Persistence• II – Objectivity• III – Validation• IV – Owning• V – Challenging False Information• VI – Pumping the Negatives• VII – Humor

30

When Aggression is Appropriate ?

• In an emergency• When there is no time to spend on a

compromise.• When your opinion is based on several facts,

you therefore KNOW you are right, and there is no time to utilize assertiveness skills.

31

When Passivity is Appropriate ?

• When the results of pushing the issue would cause problems that outweigh the benefits.

• When issues are minor.• When there is a power differential that is not

in your favor and the other party is getting agitated by your assertiveness.

• When the other individual’s position is impossible to change. (E.g., the law).

32

What is “Okay” in Assertive Behavior?

• It is okay to say “I don’t know.”• It is okay to say “No,” or “I cannot do that.”• It is okay to make mistakes as long as responsibility

is taken for them.• It is okay to disagree and to verbalize that.• It is okay to challenge others’ opinions or actions. • It is okay to not accept another’s opinion as factual

or accurate (e.g., getting criticized). • It is okay to ask for a change in behavior.

33

Summary

• Every time we decide to communicate with another person, we select a style of communication. Notice yours, and notice theirs.

• Being assertive is not synonymous with an anger management problem – it is protecting your rights without violating others’.

34

Summary, cont.

• Get ALL the facts that you can before you pass judgment

• Assertiveness allows you to face confrontation in a healthy way and without getting overly emotional.

• People are not difficult to deal. They only seem difficult to the extent that we do not have the skills to deal with what they bring to the table. It is our lack of knowledge that makes the situation difficult.