Download Communication between two or more people Communicator

CHAPTER 6
Communication,
Conflict, and Power
Communication
• Communication: Interactive process uses
symbols and gestures to send and receive
messages
• Communication:
• A transaction
• A process
• Co-construction of meanings
• Uses symbols
Communication
Communication - Evokes shared or common meaning in
another person
Interpersonal Communication - Communication between
two or more people
Communicator - Person originating message
Receiver - Person receiving message
Perceptual Screen - Window through which we interact
with people that influences the quality, accuracy, and
clarity of the communication
Communication
Message - Thoughts and feelings the
communicator is attempting to elicit in
receiver
Feedback Loop - Pathway that completes
two-way communication
Language- Words, pronunciation & methods
of combining them understood by a group
of people
Communication Process
Communication Process
Basic Interpersonal Communication
Model
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Communicator
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Perceptual screens
Message
• Context
• Affect
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Perceptual screens
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
One-way vs. Two-way Communications
One-Way Communication
*Person sends message to
another person
*No questions, feedback, or
interaction follow
* Good for simple directions
* Fast but often less
accurate than 2-way
communication
2-way Communication
*Communicator &
*Receiver interact
* Good for problem
solving
Cultural Context of Communication
• More likely to interact with similar
people
• Social class
• Race
• Ethnic group
• Through shared words, gestures, or
expressions
Cross-cultural Communication
• Body language:
– use of arms by the Dutch, compared to
– use of the whole upper part of body by
the French
– The Dutch may perceive French as very
emotional and excited since the Dutch
only use gestures made by the French
when they feel deeply emotional
Cross-cultural Communication
• Silence
– Western cultures: Silence marks pauses
in a discourse.
– Eastern cultures: Silences are integral
part of communication.
– Silences can indicate:
• Respectful agreement or disagreement
• Modesty (avoid improper use of words)
Conflict & Power:
Defensive Communication
Communication can be aggressive,
attacking, & angry, or passive &
withdrawing
Leads to:
• injured feelings
• communication breakdown
• alienation
• retaliatory behaviors
• nonproductive efforts
• problem solving failures
Defensive Tactics
Defensive Tactic
Speaker
Example
Power Play
Boss
“Finish this report by month’s
end or lose your promotion.”
Put-Down
Boss
“A capable manager would
already be done with this report.”
Labeling
Boss
“You must be a slow learner. Your
report is still not done!”
Raising Doubts
Boss
“How can I trust you, Chris, if
you can’t finish an easy report?”
Defensive Tactics
Defensive Tactic
Speaker
Example
Misleading
Information
Employee “Bill has not gone over the
information I need for the
report.” [Bill left Chris a copy of
the report.]
Scapegoating
Employee “Bill did not give me input until
just today.”
Hostile Jokes
Employee “You can’t be serious! The
report isn’t that important.”
Deception
Employee “I gave it to the secretary. Did
she lose it?”
Non defensive Communication
Non defensive Communication
• Assertive, direct, & powerful
Provides
• Basis for defense when attacked
• Restores order, balance, and
effectiveness
Non defensive: Assertive
Assertiveness
Communication :
Active Listening
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Attentive
Good eye contact
Good body language
Encourage other to continue
talking
10/ 23? Five-Stage Model of the Listening
Process
Reflective Listening
Reflective Listening - Skill of listening carefully to another
person and repeating back the message to correct
inaccuracies or misunderstandings
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
• Emphasizes receiver’s role
• Helps receiver & communicator
• Clearly & fully understand the message
• Useful in problem solving
Reflective Listening:
4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings
Barriers to Communication
Communication
Barriers - Block
or significantly
distort successful
communication
• Physical separation
• Status differences
• Gender differences
• Cultural diversity
• Language
Channels of Communication
• Verbal Communication
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Spoken exchange of words to convey:
Thoughts
Feelings
Information
• Non Verbal Communication
• Communication that does not involve words
Barriers to Understanding Verbal
Communication
• Bypassing: Misunderstanding words that have multiple
meanings.
• Lack of precision: Incorrect or unclear language
• Overgeneralizing: Sweeping generalizations not
supported by evidence
• Static evaluation: Statements that do not allow for
change.
• Polarization: Seeing the word in black and white
• Biased language: Reflect biases about race, ethnicity,
sex, sexual orientation, religious faith, or other cultures
Nonverbal Communication
Nonverbal Communication – Elements of
communication that do not involve words
Four basic types
• Proxemics - Perception & use of space
• Kinesics - Body movements, including posture
• Facial & Eye Behavior - Movements that add
cues for receiver
• Paralanguage - Variations in speech, such as
pitch, loudness, tempo, tone, duration, laughing,
& crying
10/28 Proxemics: Territorial Space
Bands of space extending outward from the body
 Differs from culture to culture
Proxemics: Culturally Variable
Kinesics - Body Movements
http://www.youtube.com/watch?v=9i7Gu_qfruo
Facial & Eye Behavior
Paralanguage
• Twilight: Captioning the “gaspiest” movie ever
http://seanzdenek.com/2009/09/26/twilight-captioning-thegaspiest-movie-in-the-world/
Harry Potter
http://www.youtube.com/watch?v=0O3nPzuNIPo
Body Language Secrets! - Drago De Silver
http://www.youtube.com/watch?v=e8-9HSsL9HQ
Lying
http://www.youtube.com/watch?v=P_6vDLq64gE
Examples of
Decoding Nonverbal Cues
He’s
unapproachable!
Boss fails to acknowledge
employee’s greeting
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of
his way!
Boss
breathes
heavily &
waves arms
My opinion
doesn’t count
No eye contact while
communicating
Manager sighs deeply
New Technologies for Communication
• Informational databases
• Electronic mail
• Voice mail
• Cellular phone (smart)
• Texting
How Do New Technologies
Affect Behavior?
• Fast, immediate access to information
• Immediate access to people in power
• Instant information exchange across
distance
• Makes schedules & office hours irrelevant
• May equalize group power
• May equalize group participation
How Do New Technologies
Affect Behavior?
• Communication can become more
impersonal—interaction with a machine
• Interpersonal skills may diminish—less
tact, less graciousness
• Non-verbal cues lacking
• Alters social context
• Easy to become overwhelmed with
information
• Encourages polyphasic activity (doing more
than one thing at a time)
Tips for Effective Use of New
Communication Technologies
Provide
social
interaction
opportunities
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Strive for
Build in
message
feedback
completeness opportunities
Provide
Don’t
assume
social
immediate
interaction
opportunities
response