8
Communication
Communication
Communication Chapter 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 originating the message
Receiver the person receiving a message Perceptual Screen a window through which we interact with people that influences the quality, accuracy, and clarity of the communication
Communication
Message the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback Loop the pathway that completes two-way communication Language the words, their pronunciation, and the methods of combining them used and understood by a group of people
Communication
Data uninterpreted and unanalyzed facts
Information data that have been interpreted, analyzed, & and have meaning to some user
Richness the ability (or capacity) of a medium or channel to elicit or evoke meaning in the receiver
Basic Interpersonal Communication Model
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Communicator
Message Context Affect
Receiver
Event X
Perceptual screens
Perceptual screens
Influence message quality, accuracy, clarity. May include age, gender, values, beliefs, culture, experiences, needs also known as "barriers to communication"
Communication Process Model
Sender
Form message Encode message
Transmit Message
Receiver
Receive encoded message
Decode message
Noise
Decode feedback Receive feedback Transmit Feedback Encode feedback Form feedback
Barriers to Communication
Communication Barriers factors that block or significantly distort successful communication. Some examples include:
Physical separation Status differences Gender differences Cultural diversity Language
Communication Exercise
Get into groups of 4 or 5 and elect someone to be the recorder. Write everyone's name (those who are in your group, of course!) down on your team sheet
Decide on a team name Put together instructions as per the requirements we decide collaboratively on...
Communication Media: Information Richness & Data Capacity
Medium
Face-to-face discussion Telephone Electronic mail Individualized letter Personalized note or memo Formal written report Flyer or bulletin Formal numeric report
Information Richness
Highest High Moderate Moderate Moderate Low Low Lowest
Data Capacity
Lowest Low Moderate Moderate Moderate High High Highest
Reflective Listening
Reflective Listening the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any 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 the receiver and communicator clearly and fully understand the message sent
Useful in problem solving
Reflective Listening
Reflective listening emphasizes:
the personal elements of the communication process the feelings communicated in the message responding to the communicator, not leading the communicator the role or receiver or audience understanding people by reducing perceptual distortions and interpersonal barriers
Reflective Listening: 4 Levels of Verbal Response
Affirm Contact
Communicates attentiveness Provides reassurance in expressing thoughts and feelings
Paraphrase
Reflects back to speaker what has been heard; assures accuracy Builds empathy, openness, acceptance
Clarify the Implicit
Bring out unspoken (but evident) thoughts and feelings Builds greater awareness
Reflect "core" feelings
Restate important thoughts and feelings Exercise caution; danger of overreaching
Reflective Listening: Use of Nonverbals
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
Active Listening Process/Strategies
SENSING
Postpone evaluation Avoid interruptions Maintain interest
Active Listening
RESPONDING
Show interest Clarify the message
EVALUATING
Empathize Organize information
Nonverbal Communication
Can be 70 to 90% of interpreted meaning Actions, facial gestures, voice intonation, silence, etc. Transmits most information in face-to-face meetings Influences meaning of verbal and written symbols Less rule bound than verbal communication Automatic and unconscious
One-way vs. Two-way Communication Communication
One-Way a person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Fast but often less accurate than two-way communication
Two-Way Communication the communicator and receiver interact Good for problem solving
Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening Persuasive leadership Sensitivity to feelings Informative management
Gateways to Communication
Communication Gateways factors that are antidotes to communication problems
Physical separation gateways
Periodic face-to-face interactions
Regular meetings for interrelated units
Status differences gateways
Effective supervisory skills
Feelings of security for employees
Informational technology communication methods
Gateways to Communication
Gender differences gateways
Awareness of gender-specific differences in communication
Increased awareness and sensitivity Simple, direct, declarative language Use brief sentences
Cultural diversity gateways
Language gateways
Speak in the language of the listener
Avoid jargon or technical language
Defensive Communication
Defensive Communication communication that can be aggressive, attacking and angry, or passive and withdrawing Leads to:
injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures
Nondefensive Communication
Nondefensive Communication - communication that is assertive, direct, and powerful Provides
basis for defense when attacked restores order, balance, and effectiveness
Two Defensiveness Patterns
Subordinate Defensiveness characterized by passive, submissive, withdrawing behavior Dominant Defensiveness characterized by active, aggressive, attacking behavior
Nondefensive Communication: A Powerful Tool
The use of nondefensive communication provides the communicator with some benefits:
Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control and self possession Enhances relationship building Listener feels accepted rather than rejected
Nonverbal Communication
Nonverbal Communication all elements of communication that do not involve words themselves. Can include setting, dress, or any of:
Proxemics an individual's perception and use of space (personal or setting) Kinesics study of body movements, including posture (body language) Facial and Eye Behavior movements that add cues for the receiver Paralanguage variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, and crying
Proxemics: Territorial Space
Territorial Space bands of space extending outward from the body; territorial space differs from culture to culture
a = intimate <1.5' b = personal 1.5-4'
c = social 4-12' d = public >12'
a b c
d
Proxemics: Seating Dynamics
Seating Dynamics seating people in certain positions according to the person's purpose in communication
X O
Cooperation
X
O
Communication
X
Competition
O X O
NonCommunication
O
Paralanguage
Variations in speech that can include:
High-pitched, breathy voice Rapid, loud speech Interruptions Tongue clucking
Positive, Healthy Communication
Head-to-Heart Dialogue
Emotional Competence
Personal Integrity
Information Communication Technology (ICT)
Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems
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
How ITC Affects Behavior
Impersonal-- interaction with a machine Flaming, rude, or obscene outbursts Bluntness Intimacy Uninhibitedness
Interpersonal skills--tact and graciousness Nonverbal cues-- emotional element Clues to power, organizational position, departmental membership
Other Ways ICT Affect Behavior
Alters group interaction
Equalize participation Less influence from dominant people Information overload
Overwhelmed feelings Can't get away from work Multi-tasking Increases impatience with face-to-face communication
Tips for Effective Use of ICT
Strive for message completeness Build in opportunities for feedback
Do not anticipate immediate response "Is the communication really necessary?"
"Disconnect" from technology
Provide workplace social interactions
For next time...
Read chapter 10... Begin preparing for the exam... It will be on chapters 5,6,8 and 10 and may include questions concerning literature analysis...