Chapter 8 Interpersonal Processes & Behavior

1. Chapter 8 Interpersonal Processes & Behavior

2. Effective Communication I didn’t say that I didn’t say it. I said that I didn’t say that I said it. I want to make that very clear.

3. Communication Communication - the evoking of a shared or common meaning in another person Interpersonal communication - communication between two or more people in an organization

4. Communication 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

5. Basic Interpersonal Communication Model Event X • Message • Context • Affect Perceptual screens Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback loop - the pathway that completes two-way communication

6. Communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people 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

7. The Communication Process

8. Words That Create Distortions Many people today use a vocabulary of “filler words” that contribute to imprecise language. The following words and phrases distort communication because they’re confusing and ambiguous to listeners: Like you know See So OK Like oh my God I mean Basically And all that And everything like that And whatever ‘n’ stuff

9. Communication Networks Three Network Types Connected, decentralized decision makers (cyber-cowboys) Centralized decision makers (commanders) Independent, decentralized decision makers (cowboys) = Places where actions are taken and information is generated = Centralized decision maker Source: T.W. Malone, “Is Empowerment Just a Fad? Control, Decision Making and IT,” Sloan Management Review, Winter 1997, pp. 23-35.

10. Three Common Small-Group Networks Chain Wheel All-Channel

11. Channel richness Type of message Information medium Richest Nonroutine, ambiguous Face to face talk Telephone Computer Memos’ letters Flyers, bulletins general reports Leanest Routine, clear Hierarchy of Channel Richness

12. Coping With Rumors • Announce timetables for making important decisions. • Explain decisions and behaviors that may appear inconsistent or secretive. • Emphasize the downside, as well as the upside, of current decisions and future plans. • Openly discuss worst case possibilities -it is almost never as anxiety provoking as the unspoken fantasy.

13. Implications for Managers • Less uncertainty, the greater the satisfaction • Less distortion in communication equals: • Incongruities between verbal and nonverbal communiqués increase uncertainty and reduce satisfaction. • The goal of perfect communication is unattainable. • The issue of communication is critical to motivation.

14. ACTIVE LISTENING • “You can not truly listen to anyone and do anything else at the same time.” • M. Scott Peck

15. 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 What I heard you say was we will understand the process better if we break it into steps This complex process needs to be divided to be understood

16. ADVICE To make a judgment on the goodness-badness or rightness/wrongness To tell the sharer what he should do Sets one person above the other Says, “I know your situation better than you do.” May put sharer on defensive Moves focus from sharer to listener INTERPRETATION To teach To tell what the problem means To explain the cause of the problem Gives information Intellectualizes the conversation (Moves it away from feelings) Closes off further sharing Moves focus from sharer to listener SUPPORT To reassure To minimize the feeling Makes person feel less alone Sometimes give “you just don’t understand my problem” feeling Minimizes feelings Shifts focus from feelings of sharer to feelings of listener PROBING To seek further information (a question) To tell the sharer what to talk about Gets information Limits areas about which sharer can talk Moves focus from what sharer wants to say to what listener wants to hear PARAPHRASE To check whether the responder understands the message To clarify the problem Encourages the sharer to go on and explore his feelings and ideas further Communicates acceptance and concern to sharer Response

17. Level One The responder pays no attention to the content or feelings of the speaker. She ignores, argues with, denies, evaluates, or judges both the content and the feeling expressed. Level Two The responder pays attention to the content of the message, but not the feelings of the sharer. He ignores, denies or evaluates the feelings. Level Three The responder pays attention to both the feelings and the content of the sharer’s communication. She, however, ‘hears’ only the verbal and surface level of the communication. Level Four The listener adds noticeably to the sharer’s expression, hearing feelings even deeper than those the speaker was expressing. The response reflects concern, which encourages the sharer to go on. The listener responds with accuracy to all feelings, communicating a full awareness of the sharer as a person. Levels of Empathy

18. Reflective Listening • Helps the receiver & communicator clearly & fully understand the message sent • Useful in problem solving

19. 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

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

21. Effective Listening • Make eye contact. • Exhibit affirmative head nods and appropriate facial expressions. • Avoid distracting actions or gestures. • Ask questions. • Paraphrase. • Avoid interrupting the speaker. • Don’t over talk. • Make smooth transitions between the roles of speaker and listener.

22. Effective Listening • Find an area of interest. • Judge content and not delivery. • Hold your fire. • Listen for ideas. • Be flexible. • Resist distractions. • Keep your mind open. • Work at listening.

23. Steps To Effective Listening • Attending • Following • Reflecting • Responding

24. One-way communication - communication in which 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 - a form of communication in which the communicator & receiver interact good for problem solving One-way Vs. Two-way Communications

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

26. Barriers to Effective Communication • Filtering • Selective Perception • Defensiveness • Language

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

28. Message Influences Age Factors that influence sent & received messages Gender Culture

29. 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

30. Defensive Behaviors 1 Evaluation 2 Control 3 Strategy 4 Neutrality 5 Superiority 6 Certainty Supportive Behaviors 1 Description 2 Problem Orientation 3 Spontaneity 4 Empathy 5 Equality 6 Provisionalism Defensive Communication

31. You are feeling really angry right now. Nondefensive Communication Nondefensive communication - communication that is assertive, direct, & powerful Provides • basis for defense when attacked • restores order, balance & effectiveness

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

33. Defensive Tactics Emp l o y e e B o s s

34. Nondefensive Communication: A Powerful Tool • Speaker exhibits self-control & self possession • Listener feels accepted rather than rejected • Characterized by • assertiveness • control • informative approach • centered • realism • honesty Power

35. 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

36. a b c d 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’

37. 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

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

39. Gender and Communication • Does gender really make a difference? • Differences: • Purpose • Level of Involvement • Style

40. Childhood -- Growing up in Different Worlds. • Men • Emphasize Sports • Military Metaphors • Games – rules, boastful winners • Women • Girls Speak Sooner • Small Groups – same sex groups • Intimacy is Key • Emphasis on getting along

41. Men Position Problem Solving Interruptions Hierarchy Independence Talk to Report Women Personal Process Permission Disclaimers Upspeak Solidarity Talk to establish Rapport Gender Specific Behaviors

42. Cultural Context Effects

43. Cross-cultural Communication I • There are barriers caused by semantics. • There are barriers caused by word connotations. • There are barriers caused by tonal differences. • There are barriers caused by differences among perceptions.

44. Cross-cultural Communications II • Assume differences until similarity is proven. • Emphasize description rather than interpretation or evaluation. • Practice empathy. • Treat your interpretations as a working hypothesis.

45. What Do I Do If They Don’t Speak My Language? Verbal Behavior. • Clear, slow speech. • Repetition. • Simple sentences.. • Active verbs. Nonverbal Behavior. • Visual restatements. • Gestures. • Demonstrations. • Pauses. • Summaries..

46. What You Hear, May Not Be What You See.

48. The Future • Workplace Diversity • Generational Issues – technology, loyalty, motivation, styles of communication • Boomers • Busters • Changing Role Models • Electronic Communication

50. Computer-mediated Communication • Informational databases • Electronic mail systems • Voice mail systems • Fax machine systems • Cellular phone systems