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Unformatted text preview: MANA3318 Fall 2010 Exam 4 Review Chapter 8- Communication I. Interpersonal Communication (define) (communications model) a. Perceptual Screen windows through which we interact; allows the message to transmit smoothly, or they can cause distinction b. Message- the thoughts and feelings that the communicator intends to evoke in the receiver c. Feedback occurs when information is fed back to the sender that completes two-way communication d. Language- the words, their pronunciation, and the methods of combining them used and understood by a group of people e. Richness- the ability of a medium to convey meaning to a receiver (what measures this?) f. Reflective listening- the skill of listening carefully to another person and repeating it back to the speaker i. Verbal Reflective Listening: 1. Affirming Contact- Communicates attentiveness; provides reassurance in expressing thoughts and feelings 2. Paraphrasing- Reflects back to speaker what has been heard; assures accuracy ; builds empathy, openness, acceptance 3. Clarifying- Bring out unspoken (but evident) thoughts and feelings; builds greater awareness 4. Reflect Core feelings- Restate important thoughts and feelings; Exercise caution; danger of overreaching ii. Nonverbal Reflective Listening 1. Silence For the speaker it can be useful for thinking and determine how to express difficult ideas or feelings; For the listener it can sort out thoughts and feelings; identify and isolate personal responses 2. 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 g. One-way Communication- a person sends a message to another and no questions, feedback, or interaction follow i. Good for giving simple directions ii. Efficient, but often less accurate h. Two-way communication- an exchange of thoughts and/or feelings, through which shared meaning often occurs. i. Good for problem solving i. Five keys - relationship between communications and mgmt performance i. Expressive speakers, Empathetic listeners, Persuasive leaders, Sensitivity, Informative managers. j. Barriers- physical separation, status differences, gender differences, cultural diversity. k. Gateways- Openings that break down communication barriers i. Defensive and non-def communications 1. Non-Defensive - communication that is assertive, direct, and powerful a. Positive and productive basis for asserting and defending oneself against aggression. b. restores order, balance, and effectiveness to working relationships 2. Defensive tactics- aggressive, malevolent messages as well as passive, withdrawn messages a. Power plays, put downs, labeling, raising doubts, scapegoating (singling out based on history) 3. Passive Aggressive behavior and what does it lead to ?...
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- Spring '11