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Psychology of communication and behavior in the workplace - 1


TRA VINH UNIVERSITY FACULTY OF BASIC SCIENCES DEPARTMENT OF PSYCHOLOGY


TEACHING MATERIALS

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COMMUNICATION PSYCHOLOGY

- BEHAVIOR IN THE OFFICE

Psychology of communication and behavior in the workplace - 1


Editor: Pham Van Tuan


Tra Vinh, April 2013

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INDEX

Page Contents

Chapter 1. Overview of communication and behavior 3

Lesson 1. General issues in communication and behavior 3

Lesson 2. Principles and standards in communication and behavior 18

Chapter 2. Basic communication skills 26

Lesson 1. Communication Etiquette 26

Lesson 2. Skills to create first impression 35

Lesson 3. Listening skills 40

Lesson 4. Presentation skills 49

Lesson 5. Feedback skills 61

Chapter 3. Communication and behavior with superiors 71

Lesson 1. The importance of building good relationships with superiors 71

Lesson 2. Principles of conduct with superiors 72

Lesson 3. How to make your superiors trust you 76

Lesson 4. How to behave with some common types of superiors 83

Chapter 4. Communication and behavior with colleagues 88

Lesson 1. The importance of building good relationships with colleagues 88

Lesson 2. Principles of conduct with colleagues 89

Lesson 3. How to behave with some common types of colleagues 96

Chapter 5. Communication and behavior with subordinates 103

Lesson 1. The importance of establishing good relationships with subordinates 103

Lesson 2. Principles of conduct with subordinates 104

Lesson 3. How to behave with some common types of subordinates 109

Chapter 6. Coping with Stress 116

Lesson 1. Concept and classification of Stress 116

Lesson 2. Symptoms and causes of Stress 120

Lesson 3. Harmful Effects of Stress 122

Lesson 4. How to deal effectively with stress 126

Reference 133

CHAPTER 1

GENERAL DESCRIPTION OF COMMUNICATION - BEHAVIOR

LESSON 1

COMMUNICATION AND BEHAVIOR ISSUES


* Lesson objectives: After completing this lesson, students can:

- Recognize the nature of communication and behavior

- Present ways to classify communication and give examples for each type of communication.

- Analyze the communication process

- Identify the functions of communication and give specific examples for each function of communication.

- Recognize forms of communication

- Analyze the advantages and disadvantages of communication forms

- Recognize how to use different forms of communication: face-to-face communication, telephone communication, email communication...

- Identify groups of communication means: language and non-language

- Recognize how to use means of communication

- Successfully organize a communication

- Apply knowledge of communication to organize and adjust personal communication activities.

- Select and use forms and means of communication in specific communication situations


* Lesson content:

I. Concept and classification of communication and behavior

1.1. Concept of communication

Communication is one of the basic needs of human beings, an activity that plays an extremely important role in human life. Therefore, communication is one of the issues that many authors are interested in researching, currently there are many different concepts about communication:

+ Soviet psychologist AA Leeonchev defined: communication is a system of purposeful and motivated processes that ensure interaction between people.

with others in collective activities, realizing social and personal relationships, psychological relationships and using specific means, first of all language.

+ Associate Professor Tran Trong Thuy in the book Introduction to Communication Science gave the definition: human communication is an intentional process, conscious or unconscious, in which emotions and thoughts are expressed in messages in language or non-language.

+ Associate Professor, Dr. Ngo Cong Hoan in the book Pedagogical Communication defined: communication is a form that characterizes the relationship between people through which psychological contact arises and is expressed in the exchange of information, understanding, emotions and interactions.

Some other concepts:

+ Communication is a process of establishing a two-way relationship between one person and another or with many people around, involving the transmission of messages and the response to that communication.

+ Communication is a process through which we send and receive information, thoughts, opinions and attitudes to gain understanding and action. In short, communication is a sharing process through which a message generates a response.

+ Communication is the activity of establishing and operating relationships between people, aiming to realize those social relationships in human life.

+ Communication is the process of speaking, listening and responding so that we can understand and react to each other. Communication goes through many levels, from low to high, from superficial shyness to revealing deep inner feelings:

- Level of diplomacy (both sides are still reserved in their exchanges, stopping at the level of greeting and getting to know each other).

- Level of acquaintance: Exchanging ideas as the relationship becomes closer, talking about oneself or the other person.

- Level of intimacy: Exchange feelings, express your emotions to the other person, talk about what you love, what you hate... share with each other the joys and sorrows in life.

- Deep engagement: The highest level of communication. One can openly exchange thoughts and feelings, beliefs and opinions with others without fear that what one says will be rejected or not accepted.

From the above concepts, it can be seen that there are currently many different views on communication, but it can be generalized into a concept that is widely accepted as follows: Communication is the process of exchanging information, feelings, and thoughts; is the process of recognizing and influencing each other in the relationship between people and between communication subjects to achieve a certain purpose.

1.2. Communication classification

There are many ways to classify communication according to different criteria:

a. Based on means of communication : there are 2 types:

+ Language communication: People use speech and writing to communicate with each other. This is the main means of human communication. Through language, people can transmit any type of information, such as announcing news, expressing feelings, hinting, describing things...

+ Non-verbal communication : People communicate with each other through gestures, facial expressions, eyes, smiles, objects...

b. Based on distance: There are 2 types:

+ Direct communication: Is a type of communication between individuals when they face each other to communicate directly.

+ Indirect communication : Is the type of communication carried out through another intermediary means such as phone, email, letter, fax, chat...

c. Based on the nature of communication : There are 2 types:

+ Formal communication: This is the type of communication when individuals perform a common task according to regulations. For example: communication between lecturers and students during class. This type of communication is highly organized and disciplined.

+ Informal communication: Is the type of communication that takes place between people who know each other, understand each other well, are not bound by law, institutions, and are highly personal. For example: communication between students during recess. This type of communication often creates a warm, joyful, intimate, and understanding atmosphere.

d. Based on the number of people participating in the conversation:

+ Personal – personal communication . For example: communication between student A and student B

+ Personal – group communication . For example: communication between lecturer and class or group of students

+ Group-to-group communication : communication in negotiations between the negotiation teams of company A and company B.

1.3. Concept of behavior

Behavior is a compound word of two words: "ung" and "xu". "ung" means to respond, react, respond..., "xu" means to handle, to act, to behave...

Behavior is understood as a person's reaction to the impact of others on them in a certain specific situation. It is shown in that people are not proactive in communication but proactive in reaction with choice, calculation, expressed through attitude, behavior, gestures, speech - depending on each person's knowledge, experience and personality to achieve the best communication results.

1.4. Behavior classification

There are many ways to classify behavior. Based on behavioral style, behavior is divided into three types:

+ Authoritarian behavior

People who behave in this way often value their ego, their power, their status, they behave according to their own subjective thoughts, needs and desires, they do not know how to listen or rarely listen to others. This type of behavior has many limitations because it does not create a comfortable feeling in the other person and has a negative impact on relationships.

+ Free style behavior

Expressed in excessive flexibility in behavior, speech, and actions. People who behave this way often change their goals, cannot control their own psychological developments, and disregard rules and discipline.

+ Democratic behavior

The prominent manifestation of this type of behavior is kindness, respect for the other person, knowing how to listen and share. Democratic behavior easily establishes good relationships with everyone and easily achieves effective communication.

II. Communication process

1. How does communication work?

For a communication process to take place, there must be at least two participants, the participants must have the need to communicate with each other, the need to communicate can come from one side or from both sides depending on each communication situation. First, one side (the

A) has an idea in mind and decides to share it with the other party (party B), party A begins to encode his ideas into verbal or non-verbal messages, then transmits these communication messages to party B through a certain communication channel (directly or indirectly). Party B, after receiving the messages sent from party A, will decode to understand party A's ideas, then encode response messages to send back to party A if needed. The communication process between party A and party B always takes place in a specific communication context and in that communication context there can always be factors that negatively affect the effectiveness of communication, called noise.

2. Communication model

Communication context

Noise

Message

Party A

Party B

Idea - Coding

Communication channel

Receive - Decode

Feedback

Noise



next:

+ From the above communication model, it can be seen that there are 06 factors involved in the communication process.


Why: purpose of communication

Who : subject of communication (parties involved in the communication)

What: communication content (the system of messages consisting of the information

feedback)

Where, When : communication context includes space, location, and time of communication

How: form, means of communication

III. Functions of communication

There are many different ways to understand the function of communication. Below we present how to divide communication functions into two basic functional groups:

1. Purely social functional group

1.1. Information transmission function (notification)

This function exists in both humans and animals. In animals, the communication function is expressed in gestures, facial expressions, and sounds (non-verbal). In humans, with the participation of the second signal system, the communication and notification function is maximized, and can transmit any information. In joint activities, people communicate with each other to inform each other of information that helps the activity to be carried out effectively.

1.2. Behavior control and adjustment function (only in humans).

Through communication, people can perceive the world, others and themselves; know their own strengths and weaknesses as well as the demands of others and society, on that basis, people can control and adjust themselves to be more suitable. The function of controlling and adjusting behavior in communication shows the ability to adapt to each other, the ability to perceive and evaluate each other of the communicating subjects. On the other hand, it also shows the active role of the subjects in communication.

1.3. Action coordination function

In an organization, there are often many departments with different functions and tasks. In order for the organization to operate in a unified and synchronous manner, the departments and members of the organization need to communicate with each other to coordinate actions effectively. Through communication, people understand the requirements and expectations of others, understand the common goals of the group, and on that basis, coordinate with each other to work together to achieve the common goal.

1.4. Motivational function

This function is related to the human emotional field. In the process of communication, people not only transmit information to each other or influence each other, but also create emotions that stimulate the actions of others. For example: communication between managers and employees.

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