Download Communication

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 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.
© 2011 Cengage Learning. All rights reserved.
1
Learning Outcome
Describe the interpersonal
communication process and the
role of listening in the process.
© 2011 Cengage Learning. All rights reserved.
Do you think you are a good
communicator? Listener?
What do you think you are better
at?
Turn to your neighbor and share.
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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 receiving a message
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Terms to Know
Perceptual Screen – windows through which we
interact; allows the message to transmit smoothly,
or they can cause distinction
Message – the thoughts and feelings that the
communicator intends to evoke in the receiver
Feedback– occurs when information is fed back to the
sender that completes two-way 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 elements of a
message
Information – data with meaning to the person
who interprets or analyzes them
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
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Reflective Listening
the skill of listening carefully to another
person and 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
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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
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
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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
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
© 2011 Cengage Learning. All rights reserved.
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.
© 2011 Cengage Learning. All
rights reserved.
Do you think modern
technology has helped or hurt
our ability to communicate?
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rights reserved.
One-way vs. Two-way
Communication
One-Way Communication – a person sends a
message to another and no questions, feedback, or
interaction follow
• Good for giving simple directions
• Efficient, but often less accurate
Two-Way Communication – an exchange of
thoughts and/or feelings, through which shared
meaning often occurs.
• Good for problem solving
© 2011 Cengage Learning. All rights reserved.
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
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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
© 2011 Cengage Learning. All rights reserved.
4
Learning Outcome
Distinguish between defensive
and nondefensive communication
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Defensive Communication
aggressive, malevolent messages as well as
passive, withdrawn messages
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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
communication that is 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.”
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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
“He didn’t finish the report
Information
because he was out
drinking last night.”
Hostile Jokes
“Can you finish the report,
or are you too stupid?”
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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
© 2011 Cengage Learning. All rights reserved.
5
Learning Outcome
Explain the impact of nonverbal
communication.
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Nonverbal Communication
all elements of communication that do not
involve words
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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 extending
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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rights reserved.
Proxemics
Seating dynamics – seating people in certain
positions according to the person’s purpose in
communication
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rights reserved.
Kinesics
Different gestures mean
different things in different cultures.
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rights reserved.
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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rights reserved.
Paralanguage
variations in speech send messages
What message is sent by:
– High-pitched, breathy voice
– Rapid, loud speech
– Interruptions
– Tongue clucking
© 2011 Cengage Learning. All rights reserved.
6
Learning Outcome
Explain positive, healthy
communication.
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Communicative Disease
the absence of heartfelt communication
in human relationships leading to
loneliness and social isolation
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Positive, Healthy Communication
Head-to-Heart
Dialogue
Emotional
Competence
Personal
Integrity
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7
Learning Outcome
Identify communication
technologies and how they affect
the communication process.
© 2011 Cengage Learning. All rights reserved.
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
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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
© 2011 Cengage Learning. All rights reserved.
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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