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Learning Outcomes
Chapter 8
Communication
1.
Describe the interpersonal communication process and the role of listening in
the process.
2.
Describe the five communication skills of effective supervisors.
3.
Explain five communication barriers and the gateways through them.
4.
Distinguish between civility and incivility, and defensive and nondefensive
communication.
5.
Explain the impact of nonverbal communication.
6.
Explain positive, healthy communication.
7.
Identify communication technologies and how they affect the communication
process.
© 2013 Cengage Learning
1
Learning Outcome
Describe the interpersonal
communication process and the role of
listening in the process.
© 2013 Cengage Learning
Terms to Know
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 sending the
message
Receiver – the person accepting a message
© 2013 Cengage Learning
Terms to Know
Perceptual Screen – a window through which one
interacts with others. It influences the quality,
accuracy, and clarity of the communication
Message – the thoughts and feelings that the
communicator is attempting to evoke in the receiver
Feedback– information fed back that completes twoway communication
Language – the words, their pronunciation, and the
methods of combining them used and understood
by a group of people
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Terms to Know
Data – uninterpreted and unanalyzed
facts
Information – data that have been
interpreted, analyzed, and have
meaning to some user
Richness – the ability of a medium to
convey meaning to a receiver
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Basic Interpersonal Communication Model
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Information Richness & Data
Capacity
SOURCE: Adapted from E. A. Gerloff, “Information Richness: A New Approach to Managerial Behavior and
Organizational Design” by Richard
L. Daft and R. H. Lengel in Research in Organizational Behavior 6 (1984): 191–233. Reprinted by permission of JAI Press
Inc.
© 2013 Cengage Learning
Reflective Listening
the skill of listening carefully to a message
and immediately repeating it back to the speaker
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
• Helps communicator clarify
intended message and correct
misunderstandings
• Emphasizes role of the receiver
• Especially useful in problem
solving.
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Emphases of Reflective
Listening
• The personal elements of the
communication process
• The feelings communicated in the
message
• Rational and considerate response
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VERBAL
REFLECTIVE LISTENING
Affirm Contact
• Communicates
attentiveness
• Provides reassurance in
expressing thoughts and
feelings
Clarify the Implicit
• Bring out unspoken (but
evident) thoughts and
feelings
• Builds greater awareness
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Paraphrase
• Reflects back to speaker
what has been heard;
assures accuracy
• Builds empathy,
openness, acceptance
Reflect “core” feelings
• Restate important
thoughts and feelings
• Exercise caution; danger
of overreaching
NONVERBAL
REFLECTIVE LISTENING
Silence
Speaker:
• Useful for thinking
• Determine how to
express difficult ideas
or feelings
Listener:
• Sort out thoughts and
feelings
• Identify and isolate
personal responses
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Eye Contact
• Useful to open a
relationship
• Improves
communication
• Be aware of cultural
differences
• Use moderate eye
contact
• Use times of no eye
contact for privacy and
control
Beyond the Book:
Listen Up!
Ways to improve your reflective listening skills:
•Stop talking
•Put the speaker at ease
•Show the speaker you want to listen
•Remove distractions
•Empathize with the speaker
•Be patient
•Hold your temper
•Go easy on criticism
•Ask questions, paraphrase, and clarify
•Stop talking! Be sure the speaker has finished before you talk.
Evaluate yourself: Which of these items do you most need to
work on? Think of specific times you had a difficult
communication with a coworker or peer.
© 2013
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Cengage Learning
Learning
©
One-way vs. Two-way
Communication
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
• Efficient, but often less accurate
Two-Way Communication – an interactive form
of communication in which there is an exchange
of thoughts, feelings, or both
• Good for problem solving
© 2013
2013 Cengage
Cengage Learning
Learning
©
2
Learning Outcome
Describe the five communication skills
of effective supervisors.
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Five Keys to Effective
Supervisory Communication
• Expressiveness
• Empathy
• Sensitivity
• Persuasion
• Informative
3
Learning Outcome
Explain five communication barriers
and gateways through them.
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Barriers to Communication
Factors that distort, disrupt or even
halt successful communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
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Gateways to Communication
Openings that break down communication barriers
Requires awareness
and recognition
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Gateways to
Communication
[Gender differences gateways]
– Awareness of gender-specific differences in
communication
[Cultural diversity gateways]
– Increased awareness and sensitivity
– Acquiring a guide for for understanding and
interacting with members of other cultures
[Language gateways]
– Speak in the native language of the listener
– Avoid jargon or technical language
© 2013 Cengage Learning
4
Learning Outcome
Distinguish between civility and
incivility, and defensive and
nondefensive communication
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Civility and Incivility
Civility – communication and behavior that
respects the integrity and dignity of the individual.
Incivility – discourteous communication and
rude behavior that are disrespectful, hurtful, or
injurious.
© 2013
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Cengage Learning
Learning
©
Civility and Incivility
[Consequences of Incivility]
– decline in satisfaction with supervisors
– lower satisfaction with coworkers
– perceptions of unfair treatment
– depression
[Blessings of Civility]
– avoiding hurt feelings
– preventing harm and damage in workplace
relationships
– well-being in the workplace
© 2013 Cengage Learning
Defensive Communication
messages that are aggressive, malevolent,
passive, or withdrawn
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Defensive Communication
[Leads to]
– injured feelings
– communication breakdowns
– alienation
– retaliatory behaviors
– nonproductive efforts
– problem solving failures
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Nondefensive Communication
messages that are assertive, direct, and
powerful
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Nondefensive Communication
[Provides]
– positive and productive basis for
asserting and defending oneself
against aggression.
– restores order, balance, and
effectiveness to working
relationships
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Two Defensiveness Patterns
Subordinate Defensiveness –
characterized by passive,
submissive behavior
“You are right, I am wrong.”
Dominant Defensiveness –
characterized by overtly aggressive
and domineering behavior.
“I am right.”
© 2013 Cengage Learning
Defensive Tactics
Defensive Tactic
Example
Power Play
“Finish this report by
month’s end or lose your
promotion.”
Labeling
“You must be a slow
learner. Your report is still
not done?”
Misleading
Information
“He didn’t finish the report
because he was out
drinking last night.”
Hostile Jokes
“Can you finish the report,
or are you too stupid?”
© 2013 Cengage Learning
Nondefensive Communication:
A Powerful Tool
• An alternative to defensive
communication.
• Centered, assertive, controlled,
informative, realistic, and honest
• Speaker exhibits self-control and selfpossession.
• Speaker exhibits self-control and self
possession
• Enhances relationship building
• Listener feels accepted rather than
rejected
© 2013 Cengage Learning
5
Learning Outcome
Explain the impact of nonverbal
communication.
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Nonverbal Communication
all elements of communication that do not involve
words or language
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Types of Nonverbal
Communication
• Proxemics
• Kinesics
• Facial and Eye
Behavior
• Paralanguage
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Proxemics
Territorial Space – bands
of space radiating
outward from the body
Territorial space differs from
culture to culture
Zone a: intimate space: significant
others, spouses, family members.
Zone b: personal distance:
friendships
Zone c: social distance: business
associates and acquaintances.
Zone d: public distance: strangers
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Proxemics
Seating dynamics – seating people in certain
positions according to the person’s purpose in
communication
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Kinesics
The study of body movement and posture.
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Facial and Eye Behavior
Facial expression and eye behavior are
used to communicate an emotional state,
reveal behavioral intentions, cue the
receiver or give unintended clues.
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Paralanguage
variations in speech send messages
What message is sent by:
– High-pitched, breathy voice
– Rapid, loud speech
– Interruptions
– Tongue clucking
© 2013 Cengage Learning
6
Learning Outcome
Explain positive, healthy
communication.
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Communicative Disease
loneliness and social isolation resulting
from the absence of heartfelt
communication in relationships
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Positive, Healthy Communication
Emotional
Competence
Trust and
Truthfulness
Personal
Integrity
© 2013 Cengage Learning
7
Learning Outcome
Identify communication technologies
and how they affect the
communication process.
© 2013 Cengage Learning
Information Communication
Technology (ICT)
•
•
•
•
•
Information databases
E-mail
Voice mail
Smartphones
Video conferencing
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Characteristics of ICT
• Instant exchange of information
across geographic boundaries and
time zones
• Schedules and office hours
become irrelevant
• Normal considerations of time and
distance less important
© 2013 Cengage Learning
How ICT Affects Behavior
•
•
•
•
•
•
•
•
Impersonal in nature
Decrease in interpersonal skills
Eliminates non-verbal cues
Alters social context of exchange
Equalizes participation
Increases potential for overload
Encourage multi-tasking
May make people less patient with
face-to-face communication
© 2013 Cengage Learning
1. This chapter defines communication
as creating “a shared or common
meaning in another person.” Do you
perceive Coach Gaines as
having reached that communication
goal? Why or why not?
Friday Night
Lights
2. The chapter described an
Interpersonal Communication Model.
What are examples from this film
sequence of each part of the
model?
3. Assess the effectiveness of this
communication event. How do you
expect team members and the
assistant coaches to react in the
second
half of the game?
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1. Using the concept of information
richness, explain why leaders at
Plant Fantasies place a high value
on face-to-face communication.
2. What impact might gender have on
the communication styles of Teresa
Carleo and Steve Martucci? Give
examples.
Plant Fantasies
3. Although leaders at Plant Fantasies
prefer face-to-face interaction, they
use digital communication
technologies in some situations.
Which situations at Plant Fantasies
require digital communication
technology and why?
© 2013 Cengage Learning