Download Group Communication

LEHMAN/ DUFRENE
BCOM 7
2
Focusing on
Interpersonal
and Group
Communication
Copyright ©2016 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
1 Explain how behavioral theories about human
needs, trust and disclosure, and motivation
relate to business communication
2 Describe the role of nonverbal messages in
communication
3 Identify aspects of effective listening
4 Identify factors affecting group and team
communication
5 Discuss aspects of effective meeting
management
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
2
Behavioral Theories That Impact
Communication
• Interpersonal intelligence: Ability to read,
empathize, and understand others
• Abraham Maslow’s hierarchy of needs
• Lower-level needs- Physiological, and security
and safety
• Upper-level needs - Social, ego or esteem, and
self-actualization
• Satisfied employees tend to be more productive
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
3
Behavioral Theories That Impact
Communication
• Stroke: Emotional response one gets in a
communication interaction
• Positively or negatively effects feelings about
oneself and others
• Theory X and Y
• Theory X - Traditionalist view
• Management exercises control, motivates
individuals through external incentives
• Theory Y - Contemporary view
• Management balances control and individual
freedom, treats the individual as a mature person
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
4
Figure 2.1
The Johari Window
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BCOM7|CH2
5
Behavioral Theories That Impact
Communication
• Situational leadership model
• Appropriate style depends on the follower and
the task
• Directive behavior: Leaders give detailed rules
and instructions, and monitor that they are
followed
• Supportive behavior: Leaders listen,
communicate, recognize, and encourage their
followers
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
6
Behavioral Theories That Impact
Communication
• Total Quality Management
• Distributes decision-making power
• Goal - Employee empowerment
• Social constructionist view of leadership
• Co-constructed reality that emerges from the
interaction of social actors
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
7
Nonverbal Communication
• Metacommunication
• Nonverbal message that accompanies a
message that is expressed in words
• Kinesic messages
• Visual communication: Gestures, winks,
smiles, grooming, and other body movements
• Vocal communication: Intonation, projection,
and resonance of the voice
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
8
Characteristics of Nonverbal Messages
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•
•
•
•
•
•
Unavoidable
Holds different meanings for different people
Varies between and within cultures
Intentional or unintentional
Can contradict a verbal message
Receives more attention
Provides clues about the sender’s
background and motives
• Influenced by the surrounding circumstances
• Beneficial or harmful
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
9
Listening as a Communication Skill
• Purpose
•
•
•
•
For social interactions
To receive information
To solve problems
To share feelings
• Styles
•
•
•
•
Casual listening
Listening for information
Intensive listening
Empathetic listening
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
10
Bad Listening Habits
•
•
•
•
•
•
Faking attention
Allowing disruptions
Overlistening
Stereotyping
Dismissing subjects as uninteresting
Failing to observe nonverbal aids
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
11
Group Communication
• Increasing focus on groups
• Flat organizational structures
• Individual takes up an expanded role which
involves power and authority that surpasses his
or her status
• Heightened focus on cooperation through:
• Open communication and information
• Reward systems
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
12
Group Communication
• Characteristics of effective groups
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•
•
•
•
•
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Common goals
Role perception
Longevity
Size
Status
Group norms
Leadership
• Group roles - Positive and negative
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
13
Group Communication
• Strategies to organize workers into teams
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•
•
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Task force
Quality assurance team
Cross-functional team
Product development team
• Team development stages
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•
•
•
Forming
Storming
Norming
Performing
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
14
Meeting Management - Face-to-Face Meetings
Advantages
• Provide rich, nonverbal cues
• Preferred when dealing with
sensitive issues
• Beneficial when participants do
not know one another
• Used when participants are
same place at the same time
• Establish group rapport
Disadvantages
• Pose logistical issues of
schedules and distance
• May be dominated by
aggressively vocal and highstatus members
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
15
Meeting Management - Electronic Meetings
Advantages
• Facilitate geographically
dispersed groups
• Speed up follow-up
activities through
electronically recording
decisions and action items
Disadvantages
• Fail to replace face-to-face
contact
• Make consensus harder to
reach
• Dependent upon
keyboarding skills of all the
participants
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
16
Suggestions for Effective Meetings
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Limit meeting length and frequency
Make satisfactory arrangements
Distribute the agenda in advance
Encourage participation
Maintain order
Manage conflict
Seek consensus
Prepare thorough minutes
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
17
KEY TERMS
•
•
•
•
•
•
•
•
•
•
Interpersonal intelligence •
Stroke
•
Directive behavior
•
Supportive behavior
•
Total Quality Management •
Metacommunication
•
Visual kinesic
•
communication
•
Vocal kinesic
•
communication
•
Casual listening
•
Listening for information
Intensive listening
Empathetic listening
Role
Status
Norm
Task force
Quality assurance team
Cross-functional team
Product development team
Forming
Storming
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
18
KEY TERMS
•
•
•
•
•
Norming
Performing
Agenda
Brainstorming
Consensus
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
19
SUMMARY
• Knowledge from behavioral theories helps
understand human needs
• Provides insights on how effective communication
can be achieved in the workplace
• Nonverbal elements constitute a major part of
the total meaning of a message
• Effective listening requires mental and
emotional effort
• Characteristics of effective groups
• Common goals, role perception, and longevity
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
20
SUMMARY
• Size, status, group norms, and leadership
• Aspects of effective meeting management
includes:
• Limiting its length and frequency, and making
proper arrangements
• Distributing the agenda in advance and
encouraging participation
• Organizing, managing conflict, and seeking
consensus
• Preparing thorough minutes
Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly acce ssible website, in whole or in part.
BCOM7|CH2
21