Author: KimSoskinCommunicationStylesApril1998Copyright?1998Bain&Company,Inc.Reviewer: DianneLedingham LizRamos CarthaO’Hare KaraGruver

1CBJHu801

CanYouUseThisModule?HowCommunicationWorksCommunicationandPerceptionStylesintheWorkplaceCommunicatingatBainUnderstandingYourIndividualStyleManagingCommunicationatBainAgenda2CBJHu801

Forcommunicationtobeeffective,thelistenermustreceivethemessagethespeakertransmitsinthewaythespeakerintendsCommunicationbreaksdownifthelistenerandthespeakerdonotsharethesamecommunicationstylewhatistransmittedisnotwhatisreceivedYoucanincreaseyoureffectivenessincommunicatingby:understandingyourlistener’scommunicationstyleexpandingyourabilitytocommunicateinyourlistener’sstyleUnderstandingyouraudienceiskeyforsuccessfulcommunicationOverview3CBJHu801

CanYouUseThisModule?HowCommunicationWorksCommunicationandPerceptionStylesintheWorkplaceCommunicatingatBainUnderstandingYourIndividualStyleManagingCommunicationatBainAgenda4CBJHu801

Audience

Communicators:anyonewhowantstoincreasecommunicationeffectivenessindividualsexperiencingdifficultycommunicatinginBain’spredominantstyleManagers:anyonewhomanagesaCommunicatorThismoduleisdesignedfortwoaudiencesCanIUseThisModule?5CBJHu801

UnderstandimpactofcommunicationstyleonperformanceIdentifytheelementsofcommunicationstylesRecognizetheprimarycommunicationstyleatBaincharacteristicsvalueAssessyourcommunicationstrengths/weaknessesinBainenvironmentIdentifymeanstobuildskillspersonalinternal/externalresourcesTherearefiveobjectivesforcommunicators:CanIUseThisModule?(Objectives:Communicators)6CBJHu801

ClarifytheimpactofcommunicationstyleontheperceptionofperformanceAddressstyleconcernsduringappraisal/coachingsessionsDescribeBain’sprimarystylecharacteristicsandvalueAssessindividual’sstylecharacteristicsinBainenvironmentProvidealternativestoincreaseeffectivenessTherearesixobjectivesformanagers:CanIUseThisModule?(Objectives:Managers)7CBJHu801

Prepareextensively,meticulously--andthensaynothing?Wait--andwaitandwait--forsomeonetoaskyouropinion?Orforapauseinthediscussiontomakeyourpoint?Makesurewhateveryousayis110%accurateorelsesaynothingatall?Feellikeit’sawarinsteadofacaseteammeeting?Ifyouanswer“yes”toanyofthefollowingquestions,thismodulewillbeusefultoyouasacommunicator:Listenincredulouslyassomeoneelsetakescreditforyourideas?Findyourselfinterruptedconstantly?Presentsolid,well-thoughtoutideasonlytohavethemattacked?Dreadthatyouwillbeaskedsomethingyoudon’tknow?Atcaseteammeetings,doyou:CanIUseThisModule?8CBJHu801

Ifyouanswer“yes”toanyofthefollowingquestions,thismodulewillbeusefultoyouasacommunicator:Atcaseteammeetings,doyou:Marvelattheconfidenceofyourteammembers?(Particularlythosewhoweresignificantlylesspreparedthanyou)Knowifyoucouldjusttalktoyourmanagerone-on-onethenyoucouldexplainyourself?“Youhavetospeakupmore”“Youshouldbemoredirect”“Youjustdon’tseemconfident”“Don’tworryifyourideasareperfect,justgetsomethingoutthere”“Haveyouthoughtaboutsigningupforacommunicationworkshop?”Inperformancereviews,doyouhear:CanIUseThisModule?9CBJHu801

“Youhavetospeakupmore”“Youshouldbemoredirect”“Youjustdon’tseemconfident”“Don’tworryaboutwhetheryourideasareperfect,justgetthemoutthere”Ifyouareplanningtogiveanyofthefollowingadviceinanupcomingcoachingmeeting,thismoduleisimportantforyouasamanager:“I’mnotsureyou’rereadytoworkwiththeclient”“I’mnotsureyou’rereadytobepromoted”“I’mnotsureaboutyourfutureatBain”CanIUseThisModule?10CBJHu801

CanYouUseThisModule?HowCommunicationWorksCommunicationandPerceptionStylesintheWorkplaceCommunicatingatBainUnderstandingYourIndividualStyleManagingCommunicationatBainAgenda11CBJHu801

Communication:

“Totransmitinformation,thought,orfeelingsothatitissatisfactorilyreceivedorunderstood”CommunicationissuccessfulonlywhenwhatyouhavetransmittedisreceivedSource:Webster’sNewCollegiateDictionary,G&CMerriamCompany,1995,ProcessOfCommunication12CBJHu801

Intention:TransmitMessageReceiveIntention:TransmitMessageReceiveSuccessful:Unsuccessful:ProcessOfCommunication13CBJHu801

Communicationoperatesontwolevels:message:information,thoughtorfeelingexpressedthroughwordsMetamessage:informationabouttheinteractionrelationship,attitude,activity,atmosphereexpressedthroughlanguageusagevoiceandbodydegreeofdirectnessCommunicationistransmittedontwolevels:messageandthemetamessage.Bothmustbeinterpretedaccuratelyforinteractiontobesuccessful.Source:Tannen,Deborah,“YouJustDon’tUnderstand”,BallantineBooks,NewYork,1990;Bateson,Gregory,“StepstoanecologyofMind”,BallantineBooks,NewYork,1972

HowCommunicationHappens14CBJHu801

Metamessagesprovidethekeytointerpretingtheconversation.Source:Tannen,Deborah,“YouJustDon’tUnderstand”,BallantineBooks,NewYork,1990;Bateson,Gregory,“StepstoanEcologyofMind”,BallantineBooks,NewYork,1972

Metamessageidentifiesactivityandatmosphereofinteractionargumentorchat inquiryorchallengeIdentifiesspeaker’sassumptionofrelationshipwithlistenersuperior/subordinatepeerfriend/adversaryIsconveyedthroughwordusage,bodylanguage,directnesshumorousorserioushostileorcollaborativeUnderstandingMetamessages15CBJHu801Source:Tannen,Deborah,“YouJustDon’tUnderstand”,BallantineBooks,NewYork,1990;Bateson,Gregory,“StepstoanEcologyofMind”,BallantineBooks,NewYork,1972WordsLanguageusage:Form:Function:ChoiceandcombinationofwordsStatement,questions,exclamationCommand,inquiry,apology,compliment,etc.BehaviorsVoice:Body:Tone,inflection,pace,pauses,volume,durationPosture,movement,gestures,facialexpressions,eyecontactDegreeofdirectnessDegreetowhichmeaningisliteralorsubjecttointerpretationMetamessageisacombinationofwordsandbehavior.Tointerpretmetamessage,consider:HowMetamessagesProvideInformation16CBJHu801

Directnessindicateswhetherwhatyousayiswhatyoumeanessentialcomponentofmetamessagethemoreindirectthecommunication,themoreneedforinterpretationgreateropportunityformisunderstandingFundamentalelementofcommunicationusevariessignificantlywithinstylesandwithinculturesDirectnessisindicatedthroughwordchoice,voice,and/orbodylanguageThemoreindirectacommunication,themorelikelyitwillbemisinterpretedSource:Tannen,Deborah,“TalkingFrom9to5”,AvonBooks,1994EffectofIndirectness17CBJHu801

DegreeofdirectnessaffectsthemeaningofthemessageSource:Tannen,Deborah,“TalkingFrom9to5”,AvonBooks,1994

WhatYouSayWhatYouMeanDirectCouldyouturnuptheheat?§

Couldyouturnuptheheat?IndirectIsitcoldinhere?§

Couldyouturnuptheheat?§

What’sthetemperatureherecomparedtosomewhereelse?§

Isthewindowopen?DirectBringmetheclientlist.§

Bringmetheclientlist.IndirectDowehavetheclientlist?§

Bringmetheclientlist.§

Whyisn’ttheclientlistonmydesk?§

Istheclientlistdoneyet?DegreeofDirectness:Examples18CBJHu801

Intention:TransmitInterpretReceiveorMessageideas,thoughts,feelingsexpressedwordsMetamessageinformationabouttheinteractionexpressedinlanguageusage,behaviorsandlevelofdirectnessUnderstandingCommunication19CBJHu801

“CanIHelpYou?”Thesamewordshavedifferentmeaningswhencombinedwithdifferentbehaviors.Successfulcommunicationdependsonaccurateinterpretationofwordsandbehaviors.Source:Tannen,Deborah,“YouJustDon’tUnderstand”,BallantineBooks,NewYork,1990

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