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6 Communication Ridel A. 6-Communication 1 Definition • The exchange of messages between people for the purpose of achieving common meanings. 6-Communication 2 Types • Verbal: communicated by words • Non-verbal: – – – – – Continuous Multiple-channeled Ambiguous More insight Determining by different culture (Robbins p. 299) Source: Communication, by Rudolph F. Verderber, 8/e, p. 82 & 83 6-Communication 3 Communication process model Encoding Channel Decoding Source Receiver Decoding Channel Encoding Feedback Sources ▪ Organizational Behavior, by Stephen P. Robbins, 9/e, p. 285 ▪ Organizational Behavior, by Gregory Moorhead and Ricky W. Griffin, 3/e, p.356 6-Communication 4 Communication process Who… Says what… Communicator Message In what way… Medium To whom… Receiver Feedback …with what effect Communication model •••• •••• Communicator Encoding •••• Message & Medium •••• •••• Decoding Receiver Feedback Sources Organizational (behavior, structure, and process), by Gibson, Ivancevich, Donnelly, and Konospaske, 7/e, p. 413, 415 6-Communication 5 Communication Styles Communication Style Assertive Nonverbal Behavior Description Pattern Pushing hard without attacking; permits others to influence outcome; expressive and selfenhancing without intruding on others. Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding. Verbal Behavior Pattern Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 6 Communication Styles (continued) Communication Style Aggressive Nonverbal Behavior Description Pattern Taking advantage of others; Expressive and self-enhancing at others’ expense. Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Verbal Behavior Pattern Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 7 Communication Styles (continued) Communication Style Nonassertive Nonverbal Behavior Description Verbal Behavior Pattern Encouraging others to take advantage of us; Inhibited; Self-denying. Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Pattern Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”). Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 8 Skills and Best Practices: Advice to Improve Nonverbal Communication Skills Positive Nonverbal Actions Include: • Maintain eye contact. • Nod your head to convey that you are listening or that you agree. • Smile and show interest. • Lean forward to show the speaker you are interested. • Use a tone of voice that matches your message Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 9 Advice to Improve Nonverbal Communication Skills (cont) Negative Nonverbal Actions Include: • Avoiding eye contact and looking away from the speaker. • Closing your eyes or tensing your facial muscles. • Excessive yawning. • Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice) • Speaking too fast or too slow. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 10 12-7 Listening Styles Results-style: Interested in the bottom line or result of a message. Reasons-style: Interested in hearing the rationale behind a message. Process-style: Likes to discuss issues in detail. Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 11 Barriers to Effective Communication • Process Barriers: involve all components of the perceptual model of communication • Personal Barriers: involve components of an individual’s communication competence and interpersonal dynamics between people communicating • Physical Barriers: pertain to the physical distance between people communicating • Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate Source: Organizational Behavior by Robert Kreitner and Angelo Kinicki 6-Communication 12 Improving social perception • Look for additional information about people • Actively question the accuracy of your perceptions • Realize that perceptions of people may need to be changed over time • When you have formed a perception, check its accuracy verbally Source: Communication, by Rudolph F. Verderber, 8/e, p. 50 6-Communication 13 The effective of communication • • • • Attention Comprehension Acceptance of the information as true Retention 6-Communication 14 Source ▪ Management, 3/e Kathry M. Bartol: University of Maryland, College Park David C. Martin : American University ▪ Organizational Behavior, (3/e) Robert Kreitner: Arizona State University 6-Communication 15