Download Nondefensive communication

4e
Nelson/Quick
Chapter 8
Communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Learning Outcomes
 Describe the interpersonal communication process
and the role of listening in the process
 Describe the five communication skills of effective
supervisors
 Explain five communication barriers and the
gateways through them
 Distinguish between civility and incivility, and
defensive and nondefensive communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
2
Learning Outcomes
 Explain the impact of nonverbal communication
 Explain positive, healthy communication
 Identify communication technologies and how they
affect the communication process
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
3
Figure 8.1 - A Basic Interpersonal
Communication Model
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
4
Table 8.1 - Communication Media:
Information Richness and 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.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
5
Reflective Listening: Levels of Verbal
Response
Affirming contact
• Provides reassurance to a speaker in expressing thoughts and
feelings
Paraphrasing the expressed
• Assures accuracy of the communication process
Clarifying the implicit
• Enables identify unspoken thoughts and feelings
Reflecting core feelings
• Restate the speaker’s important thoughts and feelings
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
6
Nonverbal Responses of Reflective
Listening
 Silence
 Speaker’s perspective - Helps expres difficult ideas or
feelings
 Listener’s perspective - Helps sort out thoughts and
feelings
 Eye contact
 Moderate direct eye contact communicates
openness and affirmation without causing either
speaker or listener to feel intimidated
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
7
One-Way vs. Two-Way
Communication
Two-way communication
One-way communication
• Interactive form of
communication in which
there is an exchange of
thoughts, feelings, or both
• Good for problem solving
• 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
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
8
Keys to Effective
Supervisory Communication
Expressiveness
Empathy and sensitivity
Persuasiveness
Informative managing style
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
9
Gateways to Communication
Barriers
Gateways
Gender
differences
• Awareness of gender-specific differences in
communication
Cultural diversity • Increased awareness and sensitivity
• Acquiring a guide for understanding and
interacting with members of other cultures
Language
• Speak in the native language of the listener
• Avoid jargon or technical language
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
10
Civility and Incivility
Civility: Communication and behavior that respect the integrity
and dignity of the individual
• Advantages
• Preventing harm and damage in workplace relationships
• Well-being in the workplace
Incivility: Discourteous communication and rude behavior that
are disrespectful, hurtful, or injurious
• Consequences
• Decline in satisfaction with supervisors and coworkers
• Perceptions of unfair treatment followed by Depression
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
11
Defensive and Nondefensive
Communication
Defensive communication
• Messages that are aggressive, malevolent,
passive, or withdrawn
Nondefensive communication
• Messages that are assertive, direct, and
powerful
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
12
Nonverbal Communication
 All elements of communication that do not involve
words or language
 Proxemics: Study of an individual’s perception and
use of space
 Territorial space: Bands of concentric space radiating
outward from the body
 Kinesics: Study of body movement and posture
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
13
Nonverbal Communication
 Facial and eye behavior is used to communicate:
 Emotional state and behavioral intentions
 Cues to the receiver
 Paralanguage - Variations in speech that
communicates messages
 Pitch, loudness, tempo, tone, duration, laughing, and
crying
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
14
Positive, Healthy Communication
 Communicative disease: Loneliness and social
isolation resulting from the absence of heartfelt
communication in relationships
 Balance between head and heart is achieved when
a person:
 Displays positive emotional competence
 Can maintain a healthy internal conversation
between his thoughts and emotions
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
15
Written Communication
 Manuals and reports
 Policy manuals
 Operations and procedures manuals
 Annual company finance reports
 Letters and memorandums
 Forms
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
16
Communication Technologies
E-mail
Voice mail
Facsimile (fax)
machines
Instant
messaging
Smartphone
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
17
Information Communication
Technology (ICT)
 Extensive category of new developments in
interpersonal communication that allow fast, even
immediate, access to information
 Information databases
 E-mail
 Voice mail
 Smartphones
 Video conferencing
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
18