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Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed Chapter Seven: Exploring Interpersonal Communication H.L. Goodall & Sandra Goodall Ch7: Exploring Interpersonal Communication Choosing: Strategies & Ethics for Relational Development at Work First Impressions Perception Person Prototypes Personal Constructs Microsoft Image Schemata Scripts Copyright © 2006 Wadsworth 2 Ch7: Exploring Interpersonal Communication Guidelines for First Encounters Establish Eye Contact, Smile, Firm Handshake Listen Carefully to Person’s Name Microsoft Image Speak Clearly, Avoid Nicknames Listen to What’s Being Said Copyright © 2006 Wadsworth 3 Ch7: Exploring Interpersonal Communication Guidelines for First Encounters (cont’d) Maintain Positive Attitude Have Sense of Humor Exchange Business Cards Microsoft Image Maintain Appropriate Distance Leave When Conversation is Over Copyright © 2006 Wadsworth 4 Ch7: Exploring Interpersonal Communication Establishing Expectations and Boundaries Peer Relationships Information Peers Collegial Peers Social Peers Copyright © 2006 Wadsworth Cycle of Interpersonal Communication 5 Ch7: Exploring Interpersonal Communication Establishing Expectations and Boundaries Organizational Relationships Limited by... Rules Cultures Copyright © 2006 Wadsworth Microsoft Image Policies 6 Ch7: Exploring Interpersonal Communication Behaving Ethically North American Organizational Values Trust One Another Treat Others with Respect Recognize the Value of Each Individual Keep Your Word Tell the Truth Copyright © 2006 Wadsworth 7 Ch7: Exploring Interpersonal Communication Behaving Ethically (cont’d) North American Organizational Values Act with Integrity Be Open to Change Learn; Try New Ideas Microsoft Image Risk Failing to Get Better Do Face-to-Face Meetings Strengthen Work Relationships? http://mobileoffice.about.com/cs/telecommutingtips/i/virtuallife.htm Copyright © 2006 Wadsworth 8 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Equity: Principles of Everyday Exchange People Work for Rewards People Seek Equity People become Stressed when Treated Unfairly Stressed People Seek to Restore Equity Copyright © 2006 Wadsworth 9 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Sources of Inequity in Workplace Relationships Lying, Cheating, Stealing Misrepresenting Self, Goals, Methods Not Speaking Up for Wrongly Accused Not Supporting Those who Support You Not Offering to Pick up Lunch Check Copyright © 2006 Wadsworth 10 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Self-Disclosure and Risk-Taking SD and RT have Commodity Value There is Expectation of Equal Exchange Both can Be Risky in Business Relationships Rewards Copyright © 2006 Wadsworth Costs 11 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Monitoring Disclosure Disclose only to Those You Trust Stop and Think Before Disclosing Never Disclose Information that Can Be Used Against You Never Disclose Reputation Damaging Information Copyright © 2006 Wadsworth 12 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Responding to Disclosure Keep in Mind You are Not a Therapist If Other Discloses Too Much, Stop Them Self-Disclosure is Expected to Be Reciprocal Copyright © 2006 Wadsworth 13 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Asking for and Giving Feedback Own Your Message Avoid Apologizing for Feelings Make Message Specific and Behavioral Verbal and Nonverbal Behavior Should Complement Each Other Avoid Evaluation and Interpretation Copyright © 2006 Wadsworth 14 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Dialectics Autonomy-Togetherness Microsoft Image Dialectics and Dialogue Novelty-Predictability Expressive-Protective Copyright © 2006 Wadsworth 15 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Dialectics Dialogue Microsoft Image Dialectics and Dialogue Focus on Mutuality Discover Rather than Disclose Be More Interested in Access than Domination Copyright © 2006 Wadsworth 16 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Typical Responses to Conflict Withdrawing Compromising Microsoft Image Accommodating Avoiding or Postponing Copyright © 2006 Wadsworth 17 Ch7: Exploring Interpersonal Communication Creating: Messages that Reflect Self, Other, & Context Working Through Relational Conflict From Where does the Conflict Come? How is it Being Managed? How do Other People React to the Conflict? How Does it Affect Key Organizational Functions? How Does it Manifest Systemically in Other Organizational Practices? Copyright © 2006 Wadsworth 18 Ch7: Exploring Interpersonal Communication Coordinating: Making Relational Communities Work Negotiation of Cultural Differences Individualist Cultures Microsoft Image Collectivist Cultures Copyright © 2006 Wadsworth 19 Ch7: Exploring Interpersonal Communication Coordinating: Making Relational Communities Work Negotiation of Gender Differences Women use Rapport-Building Style Men use Report-Making Style Not all Women and Men Adhere to Stereotypes Single Greatest Skill is Flexibility Copyright © 2006 Wadsworth 20 Ch7: Exploring Interpersonal Communication Delivering: Improving Relationships at Work Become More Conscious of Copyright © 2006 Wadsworth Microsoft Image Own and Others’ Goals Recognized Communication has Consequences Be Mindful of Workplace Equity in Relationships Accept Responsibility for Own Communication Be Open to Feedback 21 Ch7: Exploring Interpersonal Communication Delivering: Improving Relationships at Work (cont’d) Accept Conflict as Natural Treat Others with Respect and Honesty Be Mindful of Cultural and Gender Differences Use Communication to Build Flexibility and Freedom into Interactions Be on Lookout for Ways to Improve Copyright © 2006 Wadsworth 22 Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed H.L. Goodall & Sandra Goodall
