Intercultural Communications and Virtual Worlds

One of the best opportunities to promote intercultural communication is to learn about the culture of others.  Rather than supporting stereotypes that may negatively affect our communication with others, we should seek knowledge about their background to better understand and indentify with them, thus becoming more accepting.  Jandt (2010, p. 89) describes several ways that stereotypes can adversely impact communication.  Some may actually choose to hide behind a stereotype, in an effort to become someone else.  Exploring the virtual worlds provides a better opportunity to understand the use of stereotypes to promote intercultural communications.

Virtual Worlds as a Means to Promote Intercultural Communications

Can nonverbal communication be just as effective, or even more so, than traditional communication through the use of words?  Jandt (2010) defines nonverbal communication as “using nonspoken symbol to communicate a specific message.”  However, the impact of the nonverbal communication depends on the interpretation by the person receiving it, and what he already knows about that culture or subgroup.   It is possible that virtual worlds may be able to create new channels of communication that bridge the divide between cultures.  This paper will discuss the benefits and limitations of virtual worlds in improving intercultural communication.

The Imagination Age, as described by Fouts and King (2009) defines a new global culture which is created through the use of technology.  The interesting video suggests that a group of people exist, from all cultural backgrounds, with the desire to define a new global culture.  This new global culture is based on common interests and similar passions between individuals such as art, music and storytelling that promote peace, tolerance and acceptance of others.  This global culture is being created through a new form of nonverbal communication – virtual worlds.  Virtual worlds provide an opportunity for people of various cultural backgrounds to come together, on equal ground, without the stereotypes and preconceptions that may exist otherwise.  By using technology this way, all various forms of communication can be used to enhance intercultural communication and lessen the impact of stereotypes.

Virtual worlds are a completely new environment allowing people from different cultures to blend without the preconceptions others have about their culture.  “Symbols through this type nonverbal communication can be used to communicate across language barriers, (Jandt, 2010).  One distinct advantage of the virtual world is that it gives someone an opportunity to create their own avatar and form the opinion of others based on the image projected.  Although virtual worlds resemble real life in many cases, nonverbal communication through virtual worlds lessens the threat of being rejected because of a cultural stereotype.  Many nonverbal symbols used to communicate messages are similar with other aspects of a culture, however, nonverbal communication affords the opportunity to send messages and verify the context of the message without embarrassing outcomes that might otherwise exist.

Of course, there are limits to improving intercultural communication through the use of virtual worlds.  Nonverbal communication often exists through the use of symbols, and symbols do not always have the same meaning from culture to culture.  For example, body language, expressions and hand signals do not necessarily have the same meaning between cultures.  Without understanding a culture and its norms, nonverbal communication may be easily misinterpreted.  The virtual world can mimic many of the common nonverbal  types of communication such as the use of personal space, body movement, gestures, eye contact, use of time paralanguage, silence, touch, and appearance, but cannot duplicate the sense of smell with regard to its use in communication.

According to Fouts and King (2009), “culture is the quickest way to communicate.”  It is fascinating to realize that culture is the thing that makes people so different, however, factors such as art, music and storytelling provide a basis for unification among cultures and the design of a new global culture, created through the use of technology and life in the virtual world. 

Although additional research still needs to be done, it does seem possible that virtual worlds may produce a new channel of communication that has not existed before, that will improve intercultural communication and help to dismiss many of the former stereotypes, preconceptions and politics that have surrounded societal biases.

References:

Fouts, J.S., & King, R.J. (2009). "Understanding Islam through virtual worlds (2008–2009)" (Video). Retrieved from http://www.cceia.org/programs/archive/002/index.html

Jandt, F.E. (2010). An introduction to intercultural communication: Identities in a global community (6^th ed.). Thousand Oaks, CA: Sage.

Car Buying Made Simple

Whether online or print, a newsletter or magazine story must quickly convey to its readers that they will benefit for reading it.  It is a narrative that is designed to inform, and possibly entertain as well.

Sample Magazine Story

Many parents are sad to see the day when their child leaves home for college, but not the Floyds. Derrick and Angie jumped for joy, high-fiving each other as they watched their eighteen-year-old daughter Lindsey pull out of the driveway, headed to Auburn University for her freshman year of college. Rather than a moment of melancholy reflection followed by tears, Angie exclaimed, “I am so glad to see her leave!”

Lindsey was college-bound and driving her new 2011 GMC Terrain to Alabama, not knowing when she would return home for a visit. Although ranked by Consumer Reports as one of the top vehicles in its category, based on safety and performance ratings, fuel economy, and reliability, there was another piece of information that drove Derrick and Angie’s decision to consider and purchase this new car for Lindsey upon high school graduation.

As a subscriber to Consumer Reports magazine and online resources, Angie turned to Consumer Reports website to review the features, safety ratings and pricing for a wide array of vehicles she thought might be an appropriate new car for Lindsey. It was a caption on the home page of the Consumer Reports website that caught her attention. Could an auto-buying service provided through a wholesale buying club such as Sam’s could really simplify the process of purchasing a car and save her money? Sam’s Wholesale Club was located just around the corner from the Floyd’s home, but Angie had never bothered to become a member. As an educated consumer she had interest in saving money, but there was no room in their home to store items sold in bulk. However on this day, she quickly began to review Sam’s Wholesale Club website for a detailed description of all its membership privileges, including an auto-buying service offered to its members.

Most consumers cringe at the thought of buying a car, whether new or used, and consider it to be costly, time-consuming and stressful. Not only is the process of comparing makes and models with similar features confusing, but the process of negotiating a price for the vehicle is a daunting task filled with frustration. Online media sources are not the only form of media communication educating consumers about the advantages of using an auto-buying service for the purchase of a vehicle. Real Simple magazine is a popular publication read by well-educated, affluent women, ranging in age from mid 20’s to mid 50’s, who are interested in finding simple solutions to life’s common challenges so that they may focus their time on things that truly matter.

An article highlighted in the June 2011 publication of Real Simple magazine reports, “the difference on average between the invoice price of a car and what the dealer is likely to agree to sell it for, is about $3,000.”  Rather than posting the actual price that the dealer is willing to sell the car for, a higher sticker price is posted and car salesmen seem to enjoy haggling the consumer over the price. The article uncovers a little-known benefit offered by many wholesale buying clubs such as Sam’s. There are many services that exist to provide information and educate consumers about products and available services to help them to shop smarter and save money. In particular, several offer an auto-buying service, and can typically help save $1,000 to $4,000 on the purchase of a vehicle.

Within a market where a Sam’s Wholesale Club is located, Sam’s selects car dealerships with a reputation for excellent customer service, a wide selection of vehicles, and who agree to offer a special, discounted, no-haggle price to Sam’s Club members. It is a simple process.  Sam’s Club members contact Sam’s Auto-Buying service, providing information on the vehicle of interest; the vehicle may be new or used, on the dealership lot or a factor order.  Sam’s Auto-Buying service contacts the Sam’s Club representative at the dealership with the vehicle sought and the Sam’s Club member contact information.  The representative then contacts the Sam’s Club member who will show him the vehicle and offer the bottom-line “Sam’s Club member price” with no further negotiation.

Participating dealerships include new as well as used inventory in their partnership with Sam’s Auto-Buying service. If the dealer does not have the desired vehicle on the lot, the representative will check with other dealerships and may be able to order from the factory, offering the same price as if selling the vehicle off their lot. Pricing is available online through the Sam’s Auto-Buying service or at the dealership. In addition to assisting with the vehicle purchase, Sam’s Auto-Buying service also includes assistance with vehicle trade-ins, discounts on car service and repairs, as well as automobile insurance.

Sam’s Wholesale Club offers membership to individuals for only $35 per year. Angie quickly joined Sam’s Club and saved $3500 on the purchase of Lindsey’s new car by using their Auto-Buying service. Becoming a Sam’s Club member was a wise decision. By utilizing Sam’s Auto-Buying service, Angie was assured of purchasing a new vehicle for her daughter, at a fair price, without the hassle of facing a fast-talking, conniving, vulture of a car salesman with slicked-back hair.

The process of purchasing a car through Sam’s Auto-Buying service was a positive, rewarding experience with significant cost savings.  Fear of the unknown and their daughter beginning the next chapter of her life in college was overshadowed by the joy and relief the Floyds felt knowing that she was driving 250 miles to Auburn in a new, reliable vehicle, and they had saved several thousand dollars in the purchase process.  Although their money might be tied up in college tuition, it would not be tied up in the price of her new car.  The Floyds were ecstatic!

References:

Holmes, Tamara. Auto-Buying Services, Real Simple magazine, June 2011.

Car Buying Advice retrieved June 13, 2011 from www.consumerreports.org

Sam’ s Club Auto-Buying Program retrieved June 25, 2011 from www.samsclubauto.com

Planning Proposal as a form of Strategic Writing

Similar to a marketing plan, a proposal defines a problem or opportunity and lays out a specific plan of action to solve the problem or seize the occasion.

INTRODUCTION

Statement of Problem

The dramatic increase in technology has provided many educational institutions the ability to offer educational courses and program degrees through distance learning.  Students who may not otherwise have the opportunity to access higher education are taking advantage of distance learning programs, but online education can be especially difficult for some students.  Ashford Student Services should consider taking several steps through its Academic Advisors to aid in its retention of online students.

Objective

This proposal considers the challenges of online learning from the student’s perspective and the importance of student retention from the educational institution’s perspective.  It then offers a plan to meet the educational goals of both the online student and Ashford University.

Sources

The information provided in the proposal comes from scholarly sources who have researched students participating in distance learning and the challenges associated with the successful completion of online courses, as well as my own personal experience as an Ashford University student.

Details of the Problem

Many students associate taking online courses as the quick and easy way to gain an education as compared to the traditional education obtained in the classroom setting.  This misconception leads to unmet expectations and many students quickly realize they do not possess the characteristics and skills that facilitate successful online learning.

Frustrations.   Taormino (2010) reveals that “student drop-out rates can be higher in online environments that in classroom environments.”  For this reason, it is critical that the characteristics and skills needed to become a successful online student are explained to a student considering distance learning and encouraged throughout the advising process.  As Taormino (2010) further explains, “a learning institution needs to partner with students when advising them about a specific program of study.  Perhaps equally important is to counsel students on characteristics of successful online learners.”

            Students without a clear understanding of the personal and technical skills required to be a successful online student will quickly become frustrated and likely disengaged with the distance learning process.  Online educational is not the ideal scenario for everyone, and therefore it is important to establish the student’s clear expectations from the onset.

My Ashford University Academic Advisor has changed more than once since becoming an online student in August 2009.  For the educational institution to effectively partner with students to ensure the best outcomes, it is important for each student to establish confidence in his or her relationship with the Advisor, and for the Advisor to understand each student’s educational goals and needs.

Causes.   Specific frustrations that may lead to an increase in student drop-out rates:

1. Student did not understand the time commitment required to successfully complete online course.
2. Student lacks time management skills needed.
3. Student did not understand need to be self-disciplined and self-motivated.
4. Student did not understand emphasis on communication through writing.
5. Student’s educational goals and needs not being met continuously through Ashford Student Services.

Needs

Student retention meets the educational goals of both the online student and the educational institution offering distance learning.  By setting the student’s expectations and meeting the student’s needs through Academic Advising offered by Ashford Student Services, retention rates can be improved and educational goals can be met.

Scope

The proposed plan includes an assessment of methods, personnel requirements, feasibility and expected results.

BODY - PROPOSED PLAN

           

This plan takes into account the student’s needs as well as identifying causes of student non-participation once enrolled in an online course.

Phases of the Plan

Student retention can be improved through Ashford Student Services in three phases:  (1) setting students’ expectations, (2) meeting the students’ educational goals and needs, and (3) identifying causes of student non-participation.

Setting Students’ Expectations.   Many students enroll in distance learning with the misconception that online courses are the quickest, easiest way to obtain an education.  In fact, online learning can be much more difficult for some students that the traditional classroom setting.  For a student to be a successful online learner, he or she must be self-motivated and self-disciplined.  Although there is some interaction with classmates through thread postings and discussions, the majority of the work is done independently.  Anderson (2008) describes the time commitment to successfully participate in an online course to be between four and twenty hours per week.  Many students who choose distance learning are working adults trying to balance their professional life with a personal life.  Time management skills are a necessity.  In addition, most grading stems from the evaluation of written communication that relates coursework that is being learned.  Students who will be most successful in online learning enjoy communication through writing.

Meeting Students’ Educational Goals and Needs.   Most students who choose distance learning find the availability of online courses provide the flexibility needed to fit their educational goals with their existing work and personal lives.  While some students choose distance learning because it provides access to higher education that otherwise would not exist geographically for them, others choose distance learning to further promote their career through additional education.  Each student has different motivating factors which lead him or her to pursue higher education.  An Academic Advisor who understands the profile of each student, his or her goals and needs, will be more effective in providing the guidance necessary to assist the student in their academic decisions and completion of a degree program.  This can be most easily accomplished by assigning one Academic Advisor to guide and follow the student’s application and progress during his or her entire enrollment at Ashford University.

Identifying Causes of Student Non-Participation.   There are times when a student may seem disinterested or disengaged in the coursework.  A study by Fischer and Baird (2005) provide many extenuating factors that may contribute to the student’s lack of participation including work or family-related concerns, as well as feeling isolated from other students in the online environment.  When a course instructor is unable to determine the cause of the student’s non-participation, an Academic Advisor who has already established a partnership with the student to help them achieve his or her academic goals, may be able to determine of the issue is short-term or to work with the student and see if arrangements can be made to complete the course requirements.

Personnel Requirements

• Utilize existing Ashford University personnel already established as Academic Advisors with experience in guiding students in their coursework to the successful completion of a degree program.
• Restructure  the current Ashford Student Services program to assign each student an Academic Advisor who partners with the student to understand his or her individual goals and needs, and then follows the student throughout his or her enrollment at Ashford University toward the completion of program coursework.

Feasibility

Ashford University already employs Academic Advisors through Ashford Student Services.  As a student who attempted to contact the person originally assigned as my Academic Advisor, and then discovering that someone else had been assigned to me, I can speak from experience and suggest that every student will appreciate the comfort of developing a relationship with an Advisor and the confidence of knowing that one person understands their needs and will partner closely with them to ensure their successful completion of their program requirements.

Benefits

Setting students’ expectations will ensure they have a thorough understanding of what is required to be a successful online student.  Understanding the students’ goals and needs will ensure the students’ confidence that Ashford University can help them meet their educational and career goals by providing access and flexibility of taking online courses.  By identifying potential causes of student non-participation in class, an Academic Advisor can quickly assess if the problem is only temporary or if needs to work more closely with the student to determine what can be done to complete the coursework.

CONCLUSION

With advances in technology, enrollment in distance learning courses continues to rise.  Student retention meets the educational goals of both the online student and the educational institution offering distance learning.  By establishing expectations up front, paying special attention to the goals and needs of each student, and determining the causes of possible student non-participation, Ashford Student Services can improve student retention.  A focus on the individual student and factors motivating his or her educational pursuit can lead to greater course satisfaction, a decrease in student drop-out rates, and successful completion of the online degree programs. 

References:

Anderson, T.. (2008). Conquering the Fear of Online: Advising Students to Successful Online Course Taking. Distance Learning, 5(4), 73-77.  Retrieved May 23, 2011 from ProQuest Database.

Lannon, J. M. (2008). Technical communication (11th ed.) Ashford Custom. New York:

Pearson Longman.

Fisher, M. & Baird, D.. (2005). Online learning design that fosters student support, self-regulation, and retention. Campus - Wide Information Systems, 22(2), 88-107.  Retrieved May 23, 2011 from ProQuest Database.

Taormino, M.. (2010). Student Preparation for Distance Education. Distance Learning, 7(3),

        55-60. Retrieved May 23, 2011 from ProQuest Database.

Best Practices in Conflict Resolution

Most people agree that death and taxes are certain, but something else can be added to life’s short list of sure things.  When people are involved, conflict is inevitable.  If conflict is to be a certainty, and such a natural part of life, then imagine how important it is to be equipped with the communication skills that will allow conflict to be resolved effectively.

Case Study

Fifteen years pass and a father and son do not speak to each other.  During this period of time, twin grandchildren grow up not having a relationship with their grandfather and unable to benefit from the wisdom and experience he has gained throughout his lifetime.  It was Christmas 1995 when the twins last saw their grandfather.  They are now eighteen years old and about to graduate from high school.  The conflict had nothing to do with the children, but they have been impacted.  This period of silence was triggered by an apparent misunderstanding in a business relationship between their father and grandfather years earlier.  Just a few short months ago, their grandfather’s mother passed away.  The twins’ father, not having spoken to his own father in fifteen years, attended his grandmother’s funeral.  This gesture opened an opportunity for reconciliation between the father and son, but the damaged relationship will take much time to repair.  Now that the twins are approaching adulthood and the next chapter of their own lives, they wonder whether or not to send an announcement regarding high school graduation to their estranged grandfather.

Conflict occurs naturally and the good news is that it can produce positive results depending on the involved parties’ orientation toward conflict and effective use of communication to resolve it.  This paper will detail a personal example of conflict, the triggering events and possible reasons it has continued for so long, as well as offer a best practices approach to resolving the conflict through effective communication.

Why Does Conflict Occur?

Conflict can be simply described as a disagreement between parties that occurs when they expect different goals or different methods to achieve goals.  Researchers may offer various theories on the reasons for conflict, but do seem to agree that conflict is inevitable.  Research by Maisese (2003) reveals that conflict is the result of cultural, political and generational differences.  Abigail and Cahn (2011) describe conflict as normal and that it is important to understand “the likelihood of conflict increases as our relationships become more personal or interdependent on each other.”

The father and son described in this personal example of conflict worked together for several years in a small business that had been started by the father.  The business was the first of its kind in Georgia and was so successful that the father sold it after only ten years of operation.  When the business was sold, the father signed a customary two year non-compete agreement and the son continued to work in the business under the new management.  Customers quickly realized a significant change in the level of personalized service to which they had grown accustomed and began canceling their service agreements.  As a result, the father encouraged his son to start up his own business, offering customers the same level of previous service.  The son took his father’s advice and quickly established a thriving business of his own.  As the term of the father’s non-compete agreement drew to a close, the son suspected his father was ready to return to work.  He offered his father what he considered the best of both worlds – a position in sales, working as many or few hours as he wished, but without the stress and aggravation that he had felt as the sole proprietor.  This is when the conflict began.  Rather than being elated by the opportunity to work again with his son, the father seemed offended and suggested that he would start a business from scratch, in direct competition, and attempt to put his son out of business.

Positive and Negative Effects of Conflict

Conflict can have successful results when both parties work together.  Realizing that a positive solution can be found reinforces the fact that conflict does not have to be faced with dread.  Successfully managing conflict requires understanding both sides and what led to the conflict.  Abigail and Cahn (2011) provide examples of both positive and negative responses to conflict communication.  Directing and avoiding are examples of conflict styles which represent a linear model of communication.  In a linear model of communication, one party in the conflict either attempts to direct or avoid the other party as the approach to dealing with the conflict.  These are self-oriented and destructive styles of conflict communication as they are certain to leave at least one person involved in the conflict dissatisfied (Mukhtar & Habib, 2010).  One party is so heavily influenced by his own agenda as the most important factor in the conflict that he tries to impose his agenda on the other party and attempt to convince the other person to see things his way, or he chooses to punish the other party by ignoring him and treating him as though he is unimportant.

In this case study, both the son and father chose to avoid each other after the conflict that occurred when the son offered his father the opportunity to come back to work with him.   Both treated the other with an attitude of indifference and communication ceased completely.  It seems that neither party was concerned enough about the relationship to seek a resolution.  Instead, they took a competitive stance which is very unfortunate because it has led to years of indifference and isolation between the two men.

A better approach to this conflict would be the use of the transactional model of communication which offers a positive approach to conflict resolution (Abigail & Cahn, 2011).  Collaboration and compromise are excellent examples of the communication styles that can lead to a productive, positive outcome for both parties involved in a conflict situation.  Teamwork demonstrates collaboration while agreeing to give a little and receive a little shows willingness to compromise. These conflict styles represent something done with others, and are relationship-oriented.  Rather than reacting with defensiveness and indifference, the conflict and years of bitterness could have been averted if either father or son would have considered the importance of the relationship the priority.  Instead of choosing the linear model’s negative approach (avoidance), the transaction model’s approach and working together to resolve the conflict facilitate a win-win situation so that both men involved in the conflict would be appeased.  In particular, using collaboration to determine mutually beneficial goals that could have been satisfied by both men would have been the best approach to resolve this conflict, timely and effectively. 

Personalities and Conflict Management

           

Just as important as it is to understand why conflict occurs, it is important to understand that responses to conflict are typically linked to personality types and a process to better manage it can be learned (Mukhtar & Habib, 2010).  For example, an accommodator who does not like to make waves may agree with another person in order to prevent a situation from escalating into conflict.  He may also choose to ignore that there is a conflict.  Abigail and Cahn (2011) describe the accommodator’s behavior as non-assertive.  It is other-centered and places value on the other person winning.  Characteristics of another personality type, the competitor, can be described as aggressive and linear.  The competitor is motivated by his own self-centered interest and forces his declared victory over the other party.

In this case study, competitive personality types are certainly a factor in the conflict.  The father’s reaction to his son’s work proposition was competitive and self-centered.  His communication response, “Why would I work for you when I can easily start up again myself and put you out of business?” was aggressive and meant to intimidate his son.  The son’s reaction was to attack, withdraw and avoid.  His passive-aggressive approach led to eventual indifference and further avoidance.  The reaction of both men at the time of the incident was destructive and led to deterioration of the relationship.  Neither personality type reacted with a constructive approach.  Both men lacked the communication skills to lead the conflict to a positive outcome.  It is an unfortunate situation that can be described as lose-lose.

A relationship-centered approach is the best way to manage conflict and is the result of using assertive communication to produce positive results.  The ability to react to a conflict, take action and find a positive resolution leads to the best outcome for both parties involved.  The personality characteristics of a collaborator lend itself to the most effective means to manage conflict.  The collaborator’s behavior will be motivated to find a goal that mutually benefits both parties which will yield a win-win outcome.  The collaborator’s approach to resolve conflict would have led to a discussion and timely conflict resolution between the father and son, and a possibility that their relationship may have been strengthened as a result.

Communication Techniques

Effectively using communication to manage conflict requires strong interpersonal relationship skills.  An article by Fisher (2000) emphasizes being a good listener and empathizing with the other party to see his point of view is critical.  The ability to react to the conflict, take action and find a positive resolution leads to the best outcome for both parties involved.  Applying the communication strategy described by Abigail and Cahn (2011) as the S-TLC System is a common sense approach to resolving conflict.  The steps involved in this communication system are stop, think, listen and communicate.  In a conflict situation, it is critical for a participant to stop and control himself before becoming too upset and losing the ability to control his feelings.   The next step is to think about the goals of the other party that led to the conflict.  Consider the options and how the other person is likely to react when concerns or frustrations are communicated.  Voicing concerns is done best when the goals of both parties are taken into consideration.  The most difficult step may be to listen.  Actually hearing what is being said by the other party and making every effort to understand his position and motivations is important.  Using positive body language, giving value to what is said by the other person and showing respect are critical steps in being a good listener.  Finally, the participant in the conflict communicates using personalized statements to express feelings, problematic behavior, consequences and goals.  In this step, it is critical to use assertive communication and assume complete ownership of the words being used.

It is worth reiterating that collaboration is the preferred method of conflict resolution and uses relationship-oriented, assertive communication.  In the personal case scenario described, it is possible that the escalation of this conflict which led to avoidance and isolation by the father and son could have been avoided if either of the men understood and used the S-TLC System.  Instead, they both lost their ability to control their feelings and think about the reaction to the situation.

           

Forgiveness

Letting go of hurtful feelings and the desire to retaliate indicate a time when forgiveness is possible.  Abigail and Cahn (2011) suggest, “Most writers in the area of forgiveness have argued that holding onto grief and hurt is psychologically unhealthy.  By placing blame on other people, we relinquish our control over our emotions and give that control to another.”  In this sense, forgiveness can be considered a gift to the person doing the forgiving – a gift of health and well-being.  True forgiveness is the action of one person and takes time if the feelings of anger and resentment toward another person are released.  Forgiveness if the reaction of one person’s response toward another and is the first step toward reconciliation.

In this case study, forgiveness seemed to happen at the point in which the father’s mother passed away and the son chose to attend her funeral.  So much time had lapsed since the original conflict between the men, it seems that the triggering events had long since been forgotten.  Although complete reconciliation has not transpired, it does seem likely.  Forgiveness was the first step in this process and complete reconciliation will require collaboration on the party of both men.  Discussion between the men will reveal the goals of each and the steps required for both men to be satisfied with the outcome.

Conflict is inevitable and is usually the result when the goals of either party are not met.  Reaction to conflict is often based on experience and personality helps to predict the behavior to conflict situations.  While some personality types may find it easier to respond and manage conflict than others, each has the ability to learn to control responses in an effort to produce a positive resolution to conflict.  Following a best practices approach to resolving conflict includes a relationship-centered style of communication and collaboration typically offers positive outcomes on a consistent basis.

The good news is that conflict can produce positive results.  To understand how conflict may be applied effectively in daily interpersonal relationships, it is important to understand that conflict can be managed through effective communication but requires understanding the reasons for conflict, its positive and negative effects, the impact of personalities on conflict management, communication techniques and forgiveness.

References:

Abigail, A., & Cahn, D.. (2011). Managing conflict through communication (4^th ed.). Boston:  Pearson Education, Inc.

Fisher, R.  (2000). Resolving interpersonal conflict. International Peace and Conflict Resolution, 1-4. Retrieved April 1, 2011 from http://www.aupeace.org

Maiese, M..  (2003). Establishment of Personal Relationships. Conflict Research Consortium, University of Colorado. 1-7. Retrieved April 3, 2011 from http: //www.beyondintractability.org

Mathews, Fred.  (1999). Girl's use of violence and aggression. Orbit, 29(4), 10-15.  Retrieved April 4, 2011, ProQuest Database.

Mukhtar, S., & Habib, M.. (2010). Private sector managers approach to conflict management: a study of relationships between conflict management styles and personality type. Interdisciplinary Journal of Contemporary Research In Business, 2(1), 304-312.  Retrieved April 4, 2011, from ProQuest Database.

Walton, M., Harris, A., & Davidson, A.. (2009). "It Makes Me a Man from the Beating I Took": gender and aggression in children's narratives about conflict. Sex Roles, 61(5-6), 383-398.  Retrieved April 4, 2011, from ProQuest Database.

Communication Theory and Personal Constructs

Communication is multifaceted and communication skills are the key to success in today’s world.  Developing a greater understanding of interpersonal communication skills will provide me the opportunity to communicate more effectively with different types of people under various circumstances.  Utilizing a combination of ethos, pathos, and logos to establish personal character and rapport with others, learning to share a compelling message that captures the attention of an audience, and presenting information in a clear, organized manner that others can easily follow are characteristics that describe an effective communicator.  Although an effective communicator may not have to use all of these skills, a combination of them will likely capture the attention of any audience and establish instant credibility as well as an opportunity to persuade others, both professionally and personally.

My Personal Perspective

My theory on communication depends on the situation, but lies somewhere between the psychological perspective and the social constructionist perspective.  For example, when talking with someone who I believe may have different values or beliefs than my own, I may change the type of communication in such a way that I believe they will be better able to understand me.  It is extremely important to me that the person to whom I am speaking understands the point that I am trying to make.  Only then do I feel the communication has been successful.  On the other hand, there are many situations that require a different type of communication, described by Trenholm (2011) as the social constructionist perspective theory.  In this perspective, our world is defined by our beliefs, values, language, culture and social experiences.  This is an area where I feel I have the greatest opportunity for improvement.  As we build our world through our own culture and social experiences, we may unfairly judge others who come from a different background.  It is difficult to understand things that we have not experienced, but developing more effective communication skills can provide the ability to seek a better understanding of others by seeing things from their viewpoint.

Use of Language

Language provides the ability to persuade others by influencing their thoughts and behavior.  I typically have a positive outlook and attempt to use positive words to influence the attitude and actions of others.  I assess characteristics about people based on their interaction with others, and my assessments are honest, fair, and realistic.  My personal constructs remain fair and stereotypes such as race, gender and social status are not included in my judgment of others.  My assessment of respected characteristics of others includes work ethics, personality, determination of priorities, organizational and leadership skills, while my judgment is often based on their productivity and accomplishments.  Although I try to remain objective and fair, I realize that my personal constructs will alter my communication with others, revealing those characteristics that are most important to me.

As I communicate with others, it is likely that I ask questions or lead the conversation in a way that helps me to discern the personal constructs that are most important to me, but I also try to remain objective and fair.  Depending on the circumstances, personal constructs may vary, and may be positive or negative.  This cognitive complexity is crucial in order to develop and master good communication skills.

Dyadic Communication

Trenholm (2011) refers to three different types of dyadic communication which is very direct, personal and provides immediate feedback, which is considered interpersonal communication.   Baxter and Rawlins describe three sets of interpersonal tensions:  expressive-protective dialectic, autonomy-togetherness dialectic, and novelty-predictability dialectic.

My quest to pursue a Bachelors degree in Communication Studies stems from a desire to align personal strengths with a career path that allows me to do what I do best, every day.  My motivation has grown from providing leadership that serves the needs of others with an emphasis on creating beneficial results for everyone.  I have a passion for people and a fundamental understanding of the importance of communication, both written and verbal.  Used effectively, my personality traits, coupled with a higher mastery of communication skills, will provide me the ability to influence others and make a positive difference.

Reference:

Trenholm, S., (2011.). Thinking through communication an introduction to the study of human communication. (6^th ed.) Pearson Education, Inc.

In The News

Cameron and others (2008) describe the news release as the most commonly used public relations tactic.  The news media rely heavily on public relations sources for the information they publish, but the information must be timely, accurate and well-written.  Furthermore, public relations practitioners are more often to use the inverted pyramid method when writing, including the most critical information in the first paragraph.

Sample News Release

Contact:

Ellen DeFoor, MendMeShop

1520 Berkeley Court

Gainesville, GA  30501

770-534-1116

770-534-6510 fax

ellen.defoor@ccs-roi.com

FOR IMMEDIATE RELEASE

KNEE-MENDER GUARANTEES INJURED PLAYERS BACK IN THE GAME IN HALF THE TIME

Gainesville, GA: October 11, 2010.               - Too many players on your injured-reserve list?  Every year, and regardless of the sport, one out of three players suffers a torn or ruptured ACL (anterior cruciate ligament), ending their season, and requiring a full year of recovery.  Not anymore.  MendMeTherapuetics has made the Knee-Mender Wrap – used by orthopedic specialists to heal professional athletes – available for home use.

           

Orthopedic specialists routinely prescribe ultrasonic massage therapy for various types of soft tissue damage and to aid in the recovery following knee surgery.  Unfortunately, treatment in the doctor’s office is costly and often inconvenient therefore prescribed only 2-3 times per week.  To maximize the use of ultrasonic therapy and aid the recovery following knee surgery, treatment is needed 3 times per day, on a daily basis.

Knee-Mender Wrap is the first of its kind, made of medical-grade neoprene it conforms to the shape of your knee for a contoured fit that stays in place and flexibility that ensures comfort.  Knee-Mender Wrap works by providing quality ultrasound therapy to increase the rate of recovery and prevent scar tissue build-up, a professional cold compression knee wrap to reduce inflammation, and deep-tissue therapeutic inferno wrap to increase the blood flow to the injured area.  Use of Knee-Mender Wrap is proven safe and when used according to the treatment plan prescribed for the related injury, is proven to reduce recovery time by 50%.

Knee-Mender Wrap is available for both men and women in S, M. L, or XL sizes.  Retail priced at $597.00, Knee-Mender Wrap can be purchased in 3 easy payments of $199.  Customer satisfaction guaranteed.  If you are not completely satisfied with Knee-Mender Wrap, it can be returned for a full refund.

MendMeShop is the leader in research and manufacturing of products specializing in the treatment of orthopedic injuries.  Founded by Dr. Marcus Jennings, orthopedic surgeon specializing in Sports Medicine, MendMeShop is drastically improving the treatment available to patients for in-home use.  Our products are recommended by physicians and chiropractors for patients requiring treatment of tendon, ligament and nerve injuries.

References:

Cameron, G., et al (2008). Public relations today managing competition and conflict. Boston, MA: Pearson Education, Inc.

PR Tactics

Newsletters

Newsletters provide educational information to employees, members of an organization, and even community opinion leaders.  It is typically four to eight pages in length with an easy-to-read two-column format with short, concise articles of particular interest or covering a certain topic.  When employees are the target audience, a newsletter may announce promotions, upcoming events, employee achievements, new products, etc.  An organizational newsletter may highlight human interest stories, a new program or service being offered, community involvement, and political trends that may impact the organization.

Brochures

Brochures may take on different formats such as a booklet consisting of several pages, a leaflet which may be printed on both sides and used as a tri-fold, and handbills or flyers which are usually printed as one page.  Brochures are used to provide basic information about an organization – its program, products, or services, to mass groups of people.  The cost for each format will vary depending on the type of paper used, whether printed in color or black and white, and size of the finished product.

Flyers

As Cameron and others (2008) explain, which tactic is the most effective depends on the message and the objective as well as the targeted audience.  For example, producing a flyer would be the most effective means to communicate plans of an upcoming event (eg: enrollment period for employee benefits) to the employees of an organization.  The flyer can be mass produced and would be an inexpensive way to get the word out.  On the other hand, when a non-profit organization informs its supporters about previous year’s campaign accomplishments, a color, booklet brochure would be the best way to present the information in an effort to “thank” the supporters for their help in what has been accomplished.

References:

Cameron, G., et al (2008). Public relations today managing competition and conflict. Boston, MA: Pearson Education, Inc.

 

Public Relations Benefits Every Organization

What is Public Relations?

Cameron and others (2008) provide various definitions to describe “public relations”, and its definition has evolved over time.  One way to describe effective Public Relations is through its activity which is deliberate, planned, performance, public interest, two-way communication, and strategic management of competition and conflict.  It involves a cyclical process or series of functions including research, action (program planning), communication (execution), and evaluation, which brings about a result.   It is important to note that public relations places priority on building relationships, both within the organization and between the organization and the external environment.

The role of public relations in business is multifaceted – ranging from counseling management, mediator, developing public policy and action, to management functions including research, evaluation, planning, budgeting to special events.

Public Relations differs from Journalism

While Public Relations and Journalism are similar in some activities such as interviewing people, gathering data, and writing in a journalistic style, they differ in scope, objectives, audiences, and channels.  Journalistic writing and media relations are only two of the components involved in Public Relations.  To be an effective practitioner of Public Relations requires the ability to think strategically and problem-solve, dealing with elements of activities which ranges from counseling, to issues management, to special events.  Journalism provides information for a mass audience, and usually through one channel of medium.  However, public relations provides information to a select audience, in an effort to change people’s attitudes and behavior for the benefit of the organization, and uses a variety of channels – combining various forms of mass media, marketing materials, and use of the Internet.

References:

Cameron, G., et al (2008). Public relations today managing competition and conflict. Boston, MA: Pearson Education, Inc.

Ethical Persuasion

Does the end always justify the means?

There are numerous reasons to develop effective interpersonal communication skills to facilitate persuasion, and there are countless people who benefit from positive compliance-gaining techniques.  Healthcare is an example of one industry that is seeing positive outcomes from publicity surrounding healthier lifestyles including exercise, healthy eating, and smoking cessation (Georgia Watch, 2010).  However, there are countless examples of publicity illustrating examples of unethical persuasion resulting in fraudulent activity and disappointing outcomes.  For this reason, the motivation resulting in a positive outcome must be viewed closely.  Is a positive outcome the result of persuasion that benefits the sender (salesperson), one that benefits the receiver (consumer), or one that benefits both?

Persuasion

To gain a better perspective, it is necessary to consider various definitions of the term “persuasion”.  In recent years, the criteria used to determine the basis for the definition of persuasion has changed.  This is the result of studies that have been performed to review the cause and affect of communication techniques and the resulting change in attitude or behavior.  Seiter and Gass (2004) provide the following possible definition to be considered among many others:  “Persuasion is the name we give to the type of communication that brings about change in people.” (Bostrum, 1983).

It does seem reasonable to expect that a change in attitude or behavior must occur in order for a deliberate attempt to influence another person or group can be identified as persuasion.  Clearly, a salesperson will be highly motivated to use strong persuasive techniques to persuade a consumer to purchase the product or service that he is selling.  Many salespeople earn their income through commission-based sales, and therefore, successfully closing a sale “puts food on the table”.  This leads to a critical point:  does the motive of the salesperson to provide for his family justify his means to persuade the consumer and close the deal, and if not, under what circumstances are his persuasive tactics unjustified?

To determine whether or not the end justifies the means in this case, consider scams that have been commonly used to swindle thousands of dollars from senior citizens.  An article in the Gainesville Sun reports senior adults fall victim to an estimated $2.6 billion each year (New York Times Company, 2010).  Some common scams that have received publicity in recent years are phone calls notifying the senior that they are a sweepstakes winner, promises of money saved by eliminating credit card debt, and calls from a scam-artist claiming to work for a collection agency.  Although the tactics used by these con-artists are obviously unethical, they are also motivated by the sender’s goal to persuade the receiver to change his attitude or behavior and do something that will produce the desired outcome.  The scam artist may have a family to provide for, but even so, his actions are harmful and the senior citizen that falls prey to this fraudulent persuasion is a victim.

Attitudes and Attitude Change Processes

The theory surrounding attitudes and attitude change processes establishes the connection between the receiver’s attitude and their predictable behavior (Seiter and Gass, 2004).  A possible reason that senior citizens may be vulnerable to financial scam is loneliness.  Although an elder adult may be suspicious of a caller notifying him that he has won a sweepstakes, he may be lonely and need attention, which may entice him to remain on the phone with the caller.  It is likely that the scam artist will use high pressure sales tactics to persuade the senior to provide personal information or a credit card number, allowing the thief an opportunity to steal directly from them.  The lonely attitude leads to the predictable, vulnerable behavior of the senior citizen.  Although there are many applications of this theory as ethical practices, the scenario described in this example is not an ethical approach to persuade the consumer’s action.

Another definition of persuasion offered by Seiter and Gass (2004), is “Persuasion encompasses the processes by which language and actions influence the choice-making of ourselves and others.” (Williams and Cooper, 2002).  In this scenario the persuasion which occurs results in a positive outcome for both the sender (salesperson) and receiver (consumer).  By acting in the best interest of others, the salesperson uses ethical persuasive techniques such as assertiveness and argumentativeness in order to influence the consumer’s actions in such a way that he will benefit.  This last definition describes a form of persuasion that promotes a win-win for both sender and receiver.

Theory of Reasoned Action

This theory outlined by Seiter and Gass (2004) offers tremendous opportunity for both the sender (salesperson) and receiver (consumer) to evaluate and consider the risks and benefits associated with an action or behavior.  Generally speaking, a person chooses the action which closely resembles his intentions and what he considers to be the most favorable outcome.  A salesperson who employs persuasive techniques to sell something to a consumer that truly is in the best interest for the consumer to consider, understands the importance of his ethical behavior.

The criteria supporting many of the previous definitions for the term persuasion has become much more specific in recent years, which also means the theories for ethical persuasion may become more specific depending on the context they are considered.  Persuasion can occur whether the action that was taken to persuade another was done through deception or manipulation. The motivation resulting in a positive outcome must be viewed closely.  The conclusion here is a positive outcome results from persuasion that benefits both the sender (salesperson) and the receiver (consumer)

References:

       

Bostrum, R. N. (1983). Persuasion. Englewood Cliffs, NJ: Prentice-Hall, p.8.

McGuire, K. (2010). Scams abound to target seniors. Gainesville Sun. Gainesville, FL: April 29, 2010.

Seiter, J.S. & Gass, R.H. (2004).  Perspectives on Persuasion, Social Influence, and Compliance Gaining. Pearson Education, Inc.

       

Unknown. (2010) Georgia Watch.  Hospital Accountability Project: Northeast Georgia Medical Center. Retrieved September 7, 2010, from www.georgiawatch.org.

Williams, M.R., & Cooper, M.D. (2002). Power persuasion:  Moving an ancient art into the
media age (3rd ed.). Greenwood, IN:  Educational Video Group, p.4