chapter 7 nelson & quick communication copyright ©2005 by south-western, a division of thomson...
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Chapter 7Nelson & Quick
Communication
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved.
Communication
Communication - 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 messageReceiver - the person receiving a messagePerceptual 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 & 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 of a medium or channel
to elicit or evoke meaning in the receiver
Basic Interpersonal Communication Model
Event XMessage
• Context• Affect
Perceptual screens
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Perceptual screens
Communicator Receiver
Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture,
experiences, needs
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 & communicator clearly & 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
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings
One-way vs. Two-way Communications
One-Way Communication - 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 2-way communication
Two-Way Communication - the communicator & receiver interact
Good for problem solving
Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management
Barriers to Communication
Physical separation Status differences Gender differences Cultural diversity Language
Communication Barriers - factors that block or significantly distort successful communication
Defensive Communication
Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing
Leads to injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures
Nondefensive Communication
Nondefensive Communication - communication that is assertive, direct, & powerful
Provides basis for defense when attacked restores order, balance, and
effectiveness
Two Defensiveness Patterns
Dominant Defensiveness - characterized by active, aggressive, attacking behavior
Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
Defensive Tactics
Defensive Tactic Speaker Example
Power Play Boss “Finish this report by month’s end or lose your promotion.”
Put-Down Boss “A capable manager would already be done with this report.”
Labeling Boss “You must be a slow learner. Your report is still not done?”
Raising Doubts Boss “How can I trust you, Chris, if you can’t finish an easy report?”
Defensive Tactics
Defensive Tactic Speaker Example
Misleading Information
Employee “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.]
Scapegoating Employee “Morgan did not give me input until just today.”
Hostile Jokes Employee “You can’t be serious! The report isn’t that important.”
Deception Employee “I gave it to the secretary. Did she lose it?”
Nondefensive Communication: A Powerful Tool
Speaker seen as centered, assertive, controlled, informative, realistic, and honest
Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Catherine Crier’s rules to nondefensive
communication1. Define the situation2. Clarify the person’s position3. Acknowledge the person’s feelings4. Bring the focus back to the facts
Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words
Four basic types Proxemics - an individual’s perception & use of space Kinesics - study of body movements, including posture Facial & Eye Behavior - movements that add cues for the
receiver Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
c
c = social 4-12’b
b = personal 1.5-4’
Proxemics: Territorial Space
Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture
a
a = intimate <1.5’
dd = public >12’
Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain positions according to the person’s purpose in communication
Cooperation
X O
Non-Communication
O X O
Competition
X
O
X
CommunicationO
Examples of Decoding Nonverbal Cues
Boss fails to acknowledge employee’s greeting
No eye contact while
communicatingManager sighs deeply
Boss breathes heavily &
waves arms
He’s unapproachable!
My opinion doesn’t count
I wonder whathe’s hiding?
He’s angry! I’llstay out of
his way!
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
New Technologies for Communication
Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems
How Do New Technologies Affect Behavior?
Fast, immediate access to information Immediate access to people in power Instant information exchange across distance Makes schedules & office hours irrelevant May equalize group power May equalize group participation
Communication can become more impersonal—interaction with a machine
Interpersonal skills may diminish—less tact, less graciousness
Non-verbal cues lacking Alters social context Easy to become overwhelmed with information Encourages polyphasic activity
How Do New Technologies Affect Behavior?
Strive for message
completeness
Tips for Effective Use of New Communication Technologies
Build infeedback
opportunities
Providesocial
interactionopportunities
Don’t assume
immediateresponse
Is themessage
reallynecessary?
Regularlydisconnect
from thetechnology
Providesocial
interactionopportunities
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