8: Chapter Communication
Feedback
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Communicator
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Message
Context
Affect
Perceptual screens
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Receiver
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Event
X
Perceptual screens
Windows through which we interact with others that
influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
Information Richness & Data
Capacity
MEDIA
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
(ability of a
medium to give
meaning to
receiver)
Data Capacity
Highest
Lowest
High
Moderate
Moderate
Low
Moderate
Moderate
Moderate
Moderate
Low
High
Low
High
Lowest
Highest
Reflective Listening
Listening carefully to the speaker and
repeating back the message to correct
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
1
VERBAL
REFLECTIVE LISTENING
Affirm Communicates
attentiveness
Contact
Provides reassurance in
expressing thoughts and
expressing thoughts and
feelings
Clarify the Implicit
NONVERBAL
Bring out unspoken (but
evident) thoughts and
feelings
Builds greater awareness
Paraphrase
Reflects back to speaker
what has been heard;
assures accuracy
Builds empathy,
empathy
openness, acceptance
Reflect Core Feelings
Restate important
thoughts and feelings
Exercise caution; danger
of overreaching
REFLECTIVE LISTENING
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
One-way vs. Two-way
Communication
One-Way
Communication
Communicator sends a
message to someone &
no questions or feedback
no questions or feedback
follow
Two-Way
Communication
Communicator & receiver
interact
Good for
Good for
2