Commnuication

1. Chapter 7Nelson & Quick Communication • Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved.

2. 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

3. 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

4. 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

5. / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / Perceptual screens Perceptual screens Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture, experiences, needs Basic Interpersonal Communication Model Event X Communicator Receiver • Message • Context • Affect

6. 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 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

7. Reflective Listening • Emphasizes receiver’s role • Helps the receiver & communicator clearly & fully understand the message sent • Useful in problem solving

8. 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

9. Affirm contact Paraphrase the expressed Clarify the implicit Reflect “core” feelings Reflective Listening: 4 Levels of Verbal Response

10. 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 One-way vs. Two-way Communications

11. Five Keys to Effective Supervisory Communication • Expressive speaking • Empathetic listening • Persuasive leadership • Sensitivity to feelings • Informative management

12. Communication Barriers - factors that block or significantly distort successful communication Barriers to Communication • Physical separation • Status differences • Gender differences • Cultural diversity • Language

13. 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 Defensive Communication

14. Nondefensive Communication Nondefensive Communication - communication that is assertive, direct, & powerful Provides • basis for defense when attacked • restores order, balance, and effectiveness

15. Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior Dominant Defensiveness - characterized by active, aggressive, attacking behavior Two Defensiveness Patterns

16. Defensive Tactics

17. Defensive Tactics

18. 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 Crier’s rules to nondefensive communication • Define the situation • Clarify the person’s position • Acknowledge the person’s feelings • Bring the focus back to the facts

19. Nonverbal Communication Nonverbal Communication - all elements of communication that do not involve words Four basic types • Proxemics - an individual’s 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

20. a = intimate <1.5’ b = personal 1.5-4’ a c = social 4-12’ b c d = public >12’ d Proxemics: Territorial Space Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture

21. X X O O Communication Cooperation X O X O Non- Communication Competition O Proxemics: Seating Dynamics Seating Dynamics - seating people in certain positions according to the person’s purpose in communication

22. He’s unapproachable! He’s angry! I’ll stay out of his way! Boss breathes heavily & waves arms My opinion doesn’t count I wonder what he’s hiding? No eye contact while communicating Manager sighs deeply Examples of Decoding Nonverbal Cues Boss fails to acknowledge employee’s greeting 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.

23. New Technologies for Communication • Informational databases • Electronic mail systems • Voice mail systems • Fax machine systems • Cellular phone systems

24. 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

25. How Do New Technologies Affect Behavior? • Communication can become more impersonal—interaction with a machine • Interpersonal skills may diminish—less tact, less graciousness • Non-verbal cues lacking • Alters social context • Easy to become overwhelmed with information • Encourages polyphasic activity

26. Provide social interaction opportunities Is the message really necessary? Regularly disconnect from the technology Provide social interaction opportunities Don’t assume immediate response Strive for message completeness Build in feedback opportunities Tips for Effective Use of New Communication Technologies