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1、Author:Kim Soskin,Communication Styles,April 1998,Copyright 1998 Bain&Company,Inc.,Reviewer:Dianne Ledingham Liz RamosCartha OHareKara Gruver,2,CBJHu801CBJHu801,Can You Use This Module?How Communication WorksCommunication and PerceptionStyles in the WorkplaceCommunicating at BainUnderstanding Your I
2、ndividual StyleManaging Communication at Bain,Agenda,3,CBJHu801CBJHu801,For communication to be effective,the listener must receive the message the speaker transmits in the way the speaker intendsCommunication breaks down if the listener and the speaker do not share the same communication stylewhat
3、is transmitted is not what is receivedYou can increase your effectiveness in communicating by:understanding your listeners communication styleexpanding your ability to communicate in your listeners style,Understanding your audience is key for successful communication,Overview,4,CBJHu801CBJHu801,Can
4、You Use This Module?How Communication WorksCommunication and PerceptionStyles in the WorkplaceCommunicating at BainUnderstanding Your Individual StyleManaging Communication at Bain,Agenda,5,CBJHu801CBJHu801,Audience Communicators:anyone who wants to increase communication effectivenessindividuals ex
5、periencing difficulty communicating in Bains predominant styleManagers:anyone who manages a Communicator,This module is designed for two audiences,Can I Use This Module?,6,CBJHu801CBJHu801,Understand impact of communication style on performance Identify the elements of communication stylesRecognize
6、the primary communication style at BaincharacteristicsvalueAssess your communication strengths/weaknesses in Bain environmentIdentify means to build skills personalinternal/external resources,There are five objectives for communicators:,Can I Use This Module?(Objectives:Communicators),7,CBJHu801CBJH
7、u801,Clarify the impact of communication style on the perception of performanceAddress style concerns during appraisal/coaching sessionsDescribe Bains primary stylecharacteristics and valueAssess individuals style characteristics in Bain environmentProvide alternatives to increase effectiveness,Ther
8、e are six objectives for managers:,Can I Use This Module?(Objectives:Managers),8,CBJHu801CBJHu801,Prepare extensively,meticulously-and then say nothing?Wait-and wait and wait-for someone to ask your opinion?Or for a pause in the discussion to make your point?Make sure whatever you say is 110%accurat
9、e or else say nothing at all?Feel like its a war instead of a caseteam meeting?,If you answer“yes”to any of the following questions,this module will be useful to you as a communicator:,Listen incredulously as someone else takes credit for your ideas?Find yourself interrupted constantly?Present solid
10、,well-thought out ideas only to have them attacked?Dread that you will be asked something you dont know?,At caseteam meetings,do you:,Can I Use This Module?,9,CBJHu801CBJHu801,If you answer“yes”to any of the following questions,this module will be useful to you as a communicator:,At caseteam meeting
11、s,do you:,Marvel at the confidence of your team members?(Particularly those who were significantly less prepared than you)Know if you could just talk to your manager one-on-one then you could explain yourself?,“You have to speak up more”“You should be more direct”“You just dont seem confident”“Dont
12、worry if your ideas are perfect,just get something out there”“Have you thought about signing up for a communication workshop?”,In performance reviews,do you hear:,Can I Use This Module?,10,CBJHu801CBJHu801,“You have to speak up more”“You should be more direct”“You just dont seem confident”“Dont worr
13、y about whether your ideas are perfect,just get them out there”,If you are planning to give any of the following advice in an upcoming coaching meeting,this module is important for you as a manager:,“Im not sure youre ready to work with the client”“Im not sure youre ready to be promoted”“Im not sure
14、 about your future at Bain”,Can I Use This Module?,11,CBJHu801CBJHu801,Can You Use This Module?How Communication WorksCommunication and PerceptionStyles in the WorkplaceCommunicating at BainUnderstanding Your Individual StyleManaging Communication at Bain,Agenda,12,CBJHu801CBJHu801,Communication:“To
15、 transmit information,thought,or feeling so that it is satisfactorily received or understood”,Communication is successful only when what you have transmitted is received,Source:Websters New Collegiate Dictionary,G&C Merriam Company,1995,Process Of Communication,13,CBJHu801CBJHu801,Intention:,Transmi
16、tMessage,Successful:,Unsuccessful:,Process Of Communication,14,CBJHu801CBJHu801,Communication operates on two levels:message:information,thought or feelingexpressed through wordsMetamessage:information about the interactionrelationship,attitude,activity,atmosphereexpressed through language usagevoic
17、e and bodydegree of directness,Communication is transmitted on two levels:message and the metamessage.Both must be interpreted accurately for interaction to be successful.,Source:Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990;Bateson,Gregory,“Steps to an ecology of Mind”,Ba
18、llantine Books,New York,1972,How Communication Happens,15,CBJHu801CBJHu801,Metamessages provide the key to interpreting the conversation.,Source:Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990;Bateson,Gregory,“Steps to an Ecology of Mind”,Ballantine Books,New York,1972,Metam
19、essage identifies activity and atmosphere of interactionargument or chatinquiry or challengeIdentifies speakers assumption of relationship with listenersuperior/subordinatepeerfriend/adversaryIs conveyed through word usage,body language,directness,humorous or serioushostile or collaborative,Understa
20、nding Metamessages,16,CBJHu801CBJHu801,Source:Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990;Bateson,Gregory,“Steps to an Ecology of Mind”,Ballantine Books,New York,1972,Words,Language usage:Form:Function:,Choice and combination of wordsStatement,questions,exclamationComman
21、d,inquiry,apology,compliment,etc.,Behaviors,Voice:Body:,Tone,inflection,pace,pauses,volume,durationPosture,movement,gestures,facial expressions,eye contact,Degree of directness,Degree to which meaning is literal or subject to interpretation,Metamessage is a combination of words and behavior.,To inte
22、rpret metamessage,consider:,How Metamessages Provide Information,17,CBJHu801CBJHu801,Directness indicates whether what you say is what you meanessential component of metamessagethe more indirect the communication,the more need for interpretationgreater opportunity for misunderstandingFundamental ele
23、ment of communicationuse varies significantly within styles and within culturesDirectness is indicated through word choice,voice,and/or body language,The more indirect a communication,the more likely it will be misinterpreted,Source:Tannen,Deborah,“Talking From 9 to 5”,Avon Books,1994,Effect of Indi
24、rectness,18,CBJHu801CBJHu801,Degree of directness affects the meaning of the message,Source:Tannen,Deborah,“Talking From 9 to 5”,Avon Books,1994,What You Say,What You Mean,Direct,Could you turn up the,heat?,Could you turn up the heat?,Indirect,Is it cold in here?,Could you turn up the heat?,Whats th
25、e temperature here,compared to somewhere else?,Is the window open?,Direct,Bring me the client list.,Bring me the client list.,Indirect,Do we have the client,list?,Bring me the client list.,Why isnt the client list on my,desk?,Is the client list done yet?,Degree of Directness:Examples,19,CBJHu801CBJH
26、u801,Intention:,Transmit,InterpretReceive,or,Messageideas,thoughts,feelingsexpressed wordsMetamessageinformation about the interactionexpressed in language usage,behaviors and level of directness,Understanding Communication,20,CBJHu801CBJHu801,“Can I Help You?”,The same words have different meanings
27、 when combined with different behaviors.Successful communication depends on accurate interpretation of words and behaviors.,Source:Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990,SmileDirect eye contactSoothing toneLeans toward speakerOpen posture,FrownNo eye contactImpatien
28、t toneTurned from speakerTaps fingers on desk,SmirkRolls eyes upwardChallenging toneLeans back in chairArms crossed over chest,Metamessage Examples,21,CBJHu801CBJHu801,Possible combinations of language and behavior are dizzyingneed“shorthand”process for interpreting metamessageCommunication styles p
29、rovides processpatterns of automatic,ritualized behaviorsprovide predictable process for communicationallows quick interpretationmessage contentrelationship between participants activityatmosphere,Communication style is the“logic”we use to make sense of interactions,Source:Tannen,Deborah,“You Just D
30、ont Understand”,Ballantine Books,New York,1990,Process of Communication,22,CBJHu801CBJHu801,Style consists of automatic,ritualized patterns of interaction,“Hi,how are you?”“Fine,thanks.And you?“Fine.”,“May I help you?”“No thanks,Im just looking.”“Let me know if I can help.”,The initial statement sig
31、nals the beginning of the ritualThe following steps complete the shared pattern,Source:Tannen,Deborah,“Talking From 9 to 5”,Avon Books,1994;Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990,Understanding Style:Example,23,CBJHu801CBJHu801,Ritualized patterns for greeting people
32、 you know:,Different cultures have different patterns of interaction.They make sense in the culture,but not outside of it.,Source:Tannen,Deborah,“Talking From 9 to 5”,Avon Books,1994;Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990,Philippines“Where are you going?”“Over there
33、”,France“Bon jour”“Bon jour”Accompanied by handshake,Understanding Style:Example,24,CBJHu801CBJHu801,Our communication style is our characteristic speaking pattern.,Source:Tannen,Deborah,“The Power of Talk:Who Gets Heard and Why”,Harvard Business Review,September-October,1995,Style allows us to cons
34、istently predict and respond to metamessage of communicationStyle is based on culturally learned signalsuse to convey and interpret meaningnegotiate relationshipsevaluate one another as people,Individual style is influenced by:ethnicitygenderclass,geographic regionfamily/community normsageacademic b
35、ackground,Understanding Style,25,CBJHu801CBJHu801,Our own style is invisible to us we take it for grantedWe assume everyone uses the same style we doexpect communication will be predictable,Style configures how we communicate,but we are unaware of it,Source:Tannen,Deborah,“You Just Dont Understand”,
36、Ballentine Books,1990,Understanding Style,26,CBJHu801CBJHu801,Communication is most successful when styles matchmessage and metamessage accurately interpretedboth parties are satisfiedHowever,different people use different stylesWhen styles dont match,communication can failinterpretation is not accu
37、ratepattern is interpreted literallyboth parties are frustratedone or both may feel they have not communicated,Successful communication depends on mutuality of styles,Source:Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990,Components of Successful Communication,27,CBJHu801CBJ
38、Hu801,Confusion between intent and effect causes frustration in both parties,Source:Tannen,Deborah,“Talking 9 to 5”,Avon Books,1994,When Styles Clash,28,CBJHu801CBJHu801,Missing the ritual aspect of style can cause confusion,frustration and even insult,Source:Tannen,Deborah,“Talking From 9 to 5”,Avo
39、n Books,1994;Tannen,Deborah,“You Just Dont Understand”,Ballantine Books,New York,1990,United States:“How are you?”“Fine.How are you?”“Well,my backs been bad”,Philippines“Where are you going?”“No where.Im standing here talking to you.”,France“Bon jour”“Hey,howre ya doin?”,Style Clash:Examples,29,CBJH
40、u801CBJHu801,Listeners receive best when transmission matches their style Your can increase effectiveness bygaining understanding about your listeners styleexpanding personal style to match listeners styleadapting to audience more realistic than expecting them to adapt to you,Expanding your style to
41、 match that of your listener(s)will improve your communication,Source:DISC Work Style Profiles,(need rest of reference)*,Increasing Your Effectiveness,30,CBJHu801CBJHu801,Can You Use This Module?How Communication WorksCommunication and PerceptionStyles in the WorkplaceCommunicating at BainUnderstand
42、ing Your Individual StyleManaging Communication at Bain,Agenda,31,CBJHu801CBJHu801,Source:DuPraw;Marcell E and Axner;Marya“Working on Common Cross-Cultural Communication Challenges;Topsfield Foundation,1997;Tannen;Deborah;“Talking From 9 to 5”;Avon Books,1994,Your communication style can impact perc
43、eption of your competence,Sue speaks out in meetings,stating her ideas forcefully,and challenging others,Match:Sue is confident,Clash:Sue is rude and arrogant,When styles match,perception of listener is positiveWhen styles clash,perception of listener is often negative,Communication and Perception,3
44、2,CBJHu801CBJHu801,Same situation from another perspective has same result,Sue focuses her participation in meetings on supporting others ideas and asking questions,Match:Sue is collaborative,Clash:Sue is insecure,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Communication and Perception,33
45、,CBJHu801CBJHu801,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Perception becomes the basis for future action,Sue speaks out in meetings,stating her ideas forcefully,and challenging others,Match:Sue is confident,Clash:Sue is rude and arrogant,“Sue has real leadership potential”,“Im not sur
46、e Sues got what it takes to lead this team”,Communication and Perception,34,CBJHu801CBJHu801,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Sue focuses her participation in meetings on supporting others ideas and asking questions,Match:Sue is collaborative,Clash:Sue is insecure,“Sue has real
47、 leadership potential”,“Im not sure Sues got what it takes to lead this team”,Communication and Perception,35,CBJHu801CBJHu801,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Your communication often represents your workjudgments about work often inferred from how it is presentedmuch of that
48、presentation is in the form of talkWhen style doesnt match norms,work(instead of style)may be judged inadequateMissed signals have powerful impact:reduced personal satisfaction reduced opportunities to excelskewed performance assessment,In the workplace,your communication style impacts perception of
49、 your competence,Implications at Work,36,CBJHu801CBJHu801,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Your communication style can impact perception of your competence,Sue speaks out in meetings,stating her ideas forcefully,and challenging others,Match:Sue is confident,Clash:Sue is rude a
50、nd arrogant,“Sue should be promoted”,“Lets wait and consider her for next year”,Implications in the Workplace:Example,37,CBJHu801CBJHu801,Source:Tannen;Deborah;“Talking 9 to 5”;Avon Books,1994,Sue focuses her participation in meetings on supporting others ideas and asking questions,Match:Sue is coll
