Chapter 7 Nelson & Quick
Communication
Copyright 2005 by South-Western, a division of Thomson Learning. All rights reserved.
Communication
Communication - the evoking of a shared or common meaning in another person Interpersonal Communication - communication between two or more people in an organization Communicator - the person originating the message Receiver - the person receiving a message Perceptual Screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication
Communication
Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback Loop - the pathway that completes two-way communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people
Communication
Data - uninterpreted and unanalyzed facts
Information - data that have been interpreted, analyzed, & and have meaning to some user Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver
Basic Interpersonal Communication Model
/ / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / /
Communicator
Receiver
Message Context Affect
Event X
Perceptual screens
Perceptual screens
Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs
Reflective Listening
Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
This complex process needs to be divided to be understood What I heard you say was we will understand the process better if we break it into steps
Reflective Listening
Emphasizes receivers role Helps the receiver & communicator clearly & fully understand the message sent Useful in problem solving
Reflective Listening
Reflective listening emphasizes the personal elements of the communication process the feelings communicated in the message responding to the communicator, not leading the communicator the role or receiver or audience understanding people by reducing perceptual distortions and interpersonal barriers
Reflective Listening: 4 Levels of Verbal Response
Affirm contact Paraphrase the expressed Clarify the implicit
Reflect core feelings
One-way vs. Two-way Communications
One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Fast but often less accurate than 2-way communication Two-Way Communication - the communicator & receiver interact Good for problem solving
Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening Persuasive leadership Sensitivity to feelings Informative management
Barriers to Communication
Communication Barriers factors that block or significantly distort successful communication
Physical separation Status differences Gender differences Cultural diversity Language
Defensive Communication
Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing Leads to injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures
Nondefensive Communication
Nondefensive Communication communication that is assertive, direct, & powerful Provides basis for defense when attacked restores order, balance, and effectiveness
Two Defensiveness Patterns
Subordinate Defensiveness characterized by passive, submissive, withdrawing behavior
Dominant Defensiveness characterized by active, aggressive, attacking behavior
Defensive Tactics
Defensive Tactic Speaker Example
Power Play
Put-Down Labeling Raising Doubts
Boss
Boss Boss Boss
Finish this report by months end or lose your promotion. A capable manager would already be done with this report. You must be a slow learner. Your report is still not done? How can I trust you, Chris, if you cant finish an easy report?
Defensive Tactics
Defensive Tactic Speaker Example Misleading Employee Morgan has not gone over with Information me the information I need for the report. [Morgan left Chris with a copy of the report.]
Scapegoating
Hostile Jokes Deception
Employee Morgan did not give me input until just today. Employee You cant be serious! The report isnt that important. Employee I gave it to the secretary. Did she lose it?
Nondefensive Communication: A Powerful Tool
Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Catherine Criers rules to nondefensive communication 1. Define the situation 2. Clarify the persons position 3. Acknowledge the persons feelings 4. Bring the focus back to the facts
Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words Four basic types Proxemics - an individuals perception & use of space Kinesics - study of body movements, including posture Facial & Eye Behavior - movements that add cues for the receiver Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying
Proxemics: Territorial Space
Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture
a = intimate <1.5
b = personal 1.5-4 c = social 4-12 d = public >12 a b c
Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain positions according to the persons purpose in communication
X O
Cooperation
X O Communication O X O
NonCommunication
X
Competition
Examples of Decoding Nonverbal Cues
Hes unapproachable!
Hes angry! Ill stay out of his way!
Boss fails to acknowledge employees greeting I wonder what hes hiding? No eye contact while communicating
Boss breathes heavily & waves arms
My opinion doesnt count
Manager sighs deeply
SOURCE: Adapted from Steps to Better Listening by C. Hamilton and B. H. Kleiner. Copyright February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
New Technologies for Communication
Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems
How Do New Technologies Affect Behavior?
Fast, immediate access to information Immediate access to people in power Instant information exchange across distance Makes schedules & office hours irrelevant May equalize group power May equalize group participation
How Do New Technologies Affect Behavior?
Communication can become more impersonal interaction with a machine Interpersonal skills may diminishless tact, less graciousness Non-verbal cues lacking Alters social context Easy to become overwhelmed with information Encourages polyphasic activity
Tips for Effective Use of New Communication Technologies
Provide social interaction opportunities Is the message really necessary? Regularly disconnect from the technology Provide Dont assume social immediate interaction opportunities response
Strive for Build in message feedback completeness opportunities
