interpersonal communication - pearson canadainterpersonal communication isa n. engleberg prince...

interpersonal CommuniCationCanadian Edition

A01_ENGL0384_02_SE_FM_pp00i-xix.indd 1 24/01/14 1:57 AM

interpersonal CommuniCation

Isa N. ENglEbErgPrince george’s Community College

DIaNNa r. WyNNNash Community College

MarIa robErtsCentennial College

Toronto

Canadian Edition


Editor-in-Chief: Michelle SartorSenior Acquisitions Editor: David S. Le GallaisSenior Marketing Manager: Loula MarchProject Manager: Marissa LokSupervising Developmental Editor: John PolanszkyFreelance Developmental Editor: Katherine GoodesProduction Services: Cenveo® Publisher ServicesPermissions Project Manager: Daniela Celebre-GlassPhoto Permissions Research: Abdul Khader, PreMediaGlobalText Permissions Research: Samantha Bingenheimer, Electronic Publishing ServicesArt Director: Zena DenchikCover Designer: Suzanne Behnke, Central DesignInterior Designer: Cenveo® Publisher ServicesCover Image: SoleilC/Shutterstock

Credits and acknowledgments for material borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within the text or on page 313.

Original edition published by Pearson Education, Inc., Upper Saddle River, New Jersey, USA. Copyright © 2013 Pearson Education, Inc. This edition is authorized for sale only in Canada.

If you purchased this book outside the United States or Canada, you should be aware that it has been imported without the approval of the publisher or the author.

Copyright © 2015 Pearson Canada Inc. All rights reserved. Manufactured in the United States of America. This publication is protected by copyright and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Canada Inc., Permissions Department, 26 Prince Andrew Place, Don Mills, Ontario, M3C 2T8, or fax your request to 416-447-3126, or submit a request to Permissions Requests at www.pearsoncanada.ca.

10 9 8 7 6 5 4 3 2 1 WC

Library and Archives Canada Cataloguing in Publication

Engleberg, Isa N., authorThink interpersonal communication / Isa N. Engleberg, Prince

George’s Community College, Dianna R. Wynn, Nash Community College, Maria Roberts, Centennial College.

Includes bibliographical references and index.ISBN 978-0-205-20897-5 (pbk.)

1. Interpersonal communication—Textbooks. I. Wynn, Dianna, author II. Roberts, Maria (Professor), author III. Title. IV. Title: Interpersonal communication.

HM1166.E55 2014 302 C2014-900039-1

ISBN 13: 978-0-205-20897-5


brief Contents

v

THINK GROUP COMMUNICATION

THINK COMMUNICATION

THINK INTERPERSONAL COMMUNICATION

1234

56789

1011

121314

HuMaN CoMMuNICatIoN 2

uNDErstaNDINg your sElf 20

aDaPtINg to CaNaDa’s CHaNgINg faCEs 40

lIstENINg, CrItICal tHINkINg, aND rEflECtIvE

PraCtICE 60

vErbal CoMMuNICatIoN 82

NoNvErbal CoMMuNICatIoN 102

uNDErstaNDINg INtErPErsoNal rElatIoNsHIPs 122

ExPlorINg EMotIoNal INtEllIgENCE 138

ProfEssIoNal rElatIoNsHIPs 154

WorkINg IN grouPs 174

grouP DECIsIoN MakINg, ProblEM solvINg,

aND CoNflICt 194

CoMMuNICatINg IN a DIgItal WorlD 214

CrEatINg CaPtIvatINg PrEsENtatIoNs 230

laNguagE aND DElIvEry 260

THINK PRESENTATIONAL COMMUNICATION

▼

ISBN 978-0-205-20897-5

9 7 8 0 2 0 5 2 0 8 9 7 5

www.thethinkspot.ca

InterpersonalCommunICatIon

engleberg • Wynn • roberts

Are You aConnectedCommunicator?Canada is aworld leader!

SocialMedia…Online EtiquetteDo you know how others view you online?

Presenting…More thanjust Words

Do you know how to be

unforgettable?

Canadian Edition

Culture, Diversity,

Values, and Acceptance

CommunicationCan Lead the Way

Chapter 12Communicating in a Digital World

Chapter 14Language and Delivery

Chapter 3Adapting to Canada’s Changing Faces

on the cover:


vi

Contentsacknowledgments xiii | about the authors xiv

Human Communication 21.1 COMMUNICATION IN YOUR LIFE 4Know Thy Self Do you Have the right stuff for the Job? 41.2 COMMUNICATION PRINCIPLES 5

Know Thy Self 6 • Connect with Others 6

Communication & Culture Does Everyone Communicate the same Way? 6Determine Your Purpose 6 • Adapt to the Context 8 • Select Appropriate Content 8

Think About Theory Media richness theory 9Structure Your Message 9 • Practise Skilful Expression 10

Communication in Action the trouble with twitter 111.3 COMMUNICATION MODELS 11

Early Communication Models 11 • Transactional Communication Models 12

Stop & Think How Noisy Can It get? 131.4 COMMUNICATION THEORIES, STRATEGIES,

AND SKILLS 14Learn About Theories 14 • Choose Appropriate Strategies 14 • Develop Effective Skills 14

1.5 COMMUNICATING ETHICALLY 16ethical Communication the National Communication

association Credo for Ethical Communication 16

Communication Assessment are you an Effective Communicator? 17

Summary 18Test Your Knowledge 19Key Terms 19

Understanding Your Self 202.1 WHO ARE YOU? 22

Sources of Self-Concept 22 • Assessing Yourself 24

Communication in Action Creating, Deceiving, and revealing yourself online 25

2.2 BUILDING SELF-ESTEEM 26Beware of Self-Fulfilling Prophecies 26

Know Thy Self assess your self-Esteem 27

Stop & Think Practise Positive self-talk 282.3 PERCEPTION IN INTERPERSONAL

COMMUNICATION 28Selection 29

Communication in Action Making sense of our senses 29Organization 30 • Information Principles 30

Communication & Culture West Is West and East Is East 31Interpretation 33 • Perception Checking 33

ethical Communication the golden rule May Not apply 33

2.4 COMMUNICATING WITH CONFIDENCE 33Communication apprehension 33

Think About Theory Communication apprehension 34

Strategies for Becoming a Confident Communicator 34

Know Thy Self Work toward Calm through systematic Desensitization 36

Communication Assessment Personal report of Communication apprehension 37

Summary 38test Your Knowledge 39Key terms 39

1 2

part one: think Communication


cont

ents

vii

Adapting to Canada’s Changing Faces 403.1 OUR FACES 42

Defining Culture 42

Know Thy Self What Do You believe Is Culturally “Normal”? 43

3.2 BARRIERS TO UNDERSTANDING EACH OTHER 43Ethnocentrism 43 • Stereotyping 44 • Prejudice 44

Communication in Action How Does language shape stereotypes? 44

Stop & Think Is there such a thing as race? 45

ethical Communication acknowledge unconscious biases 45

Discrimination 46 • Racism 463.3 UNDERSTANDING CULTURAL DIVERSITY 46

understanding Your Culture 46

Know Thy Self Questions of faith 47Understanding Other Cultures 48

3.4 THE DIMENSIONS OF CULTURE 48Individualism/Collectivism 49 • Power Distance 49 • Masculine/Feminine Values 50 • High/Low Context 50

Think About Theory Muted group theory 51 Monochronic/Polychronic Time 52

3.5 INTERCULTURAL COMMUNICATION STRATEGIES 53Be mindful 53

Communication & Culture Why Don’t Hungry Hindus Eat sacred Cows? 54Adapt to Others 55 • Actively Engage Others 55

Communication Assessment Developmental Model of Intercultural sensitivity (DMIs) 56

Summary 58test Your Knowledge 59Key terms 59

Listening, Critical Thinking, and Reflective Practice 604.1 THE NATURE OF LISTENING 62

How Well Do You Listen? 62 • Assess Your Listening Habits 63

Know Thy Self Do you Have Poor listening Habits? 634.2 THE LISTENING PROCESS 64

Listening to Hear 64 • Listening to Understand 65 • listening to remember 65

Think About Theory listening and Working Memory 66

Communication in Action remembering Names 67Listening to Interpret 67 • Listening to Evaluate 67

ethical Communication best Practices When listening 68Listening to Respond 68

Stop & Think Paraphrase this 694.3 LISTENING STRATEGIES AND SKILLS 69

Thinking Faster Than Speaking: How to Use Your Extra Thought Speed 70 • Listen to Feedback 70 • Listen to Nonverbal Behaviour 70 • Listen Before You Leap 70 • Minimize Distractions 71

Think About Theory the Personal listening styles Controversy 71Take Notes That Matter 72

4.4 LISTENING TO GENDER AND CULTURE 72Gender and Listening 73 • Culture and Listening 73

Communication in Action How Men and Women listen to Each other 73

Communication & Culture the art of Exceptional listening 744.5 THE NATURE OF CRITICAL THINKING 74

Critical Thinking About Claims 74 • Critical Thinking About Facts and Inference 75 • Critical Thinking About Fallacies 75

Stop & Think Can you tell a fact from an Inference? 76

Stop & Think Do Emotions Matter in Critical thinking? 774.6 THE NATURE OF REFLECTIVE PRACTICE 78Communication Assessment student listening Inventory 79Summary 80Test Your Knowledge 81Key Terms 81

3 4


cont

ents

viii

“STUPID QUEER!”

“That’s a retarded

thing to say!”

“Go back to your own country!!”

You would look so much

better if you wore clothes

that fit your body type.

What is that smell?

Do you people really EAT that stuff?

“Dress like a Canadian!!

Lose the veil.”

“Did you see the brown girl over there?”

Verbal Communication 825.1 HUMAN LANGUAGE 845.2 LANGUAGE AND MEANING 85

Signs and Symbols 85 • Denotative and Connotative Meaning 86

Stop & Think What’s in a Name? 86Concrete and Abstract Words 87

5.3 LANGUAGE AND CULTURE 88Pronouns 88

Think About Theory the Whorf Hypothesis 89

Verbal Directness 895.4 LANGUAGE AND GENDER 90Communication & Culture Do Women talk More

than Men? 915.5 LANGUAGE AND CONTEXT 915.6 OVERCOMING COMMON LANGUAGE

BARRIERS 92Bypassing 92

Communication in Action tiptoeing around Words 92

Know Thy Self What slanguage Do you speak? 93Exclusionary Language 93 • Offensive Language and Swearing 94

ethical Communication sticks and stones May break your bones, but Words Can Hurt forever 94idioms 95

Stop & Think How’s your Netspeak, Netlingo, and leet (133t)? 95

5.7 IMPROVING YOUR WAY WITH WORDS 96Expand Your Vocabulary 96 • Use Oral Language 96 • use active language 96

Know Thy Self How broad Is your vocabulary? 96use I and You Language Wisely 97

Communication in Action gobbling gobbledygook 98Use Grammatical Language 98

Communication Assessment Writing apprehension test (Wat) 99


Nonverbal Communication 1026.1 COMMUNICATING WITHOUT WORDS 104

Functions of Nonverbal Communication 104

Stop & Think Can you Detect a lie? 105

Communication in Action Is your teenage brain to blame? 107

6.2 LINKING VERBAL AND NONVERBAL COMMUNICATION 107Repeat 107 • Complement 107 • Accent 107 • Regulate 107 • Substitute 108 • Contradict 108

Think About Theory Expectancy violation theory 1086.3 TYPES OF NONVERBAL COMMUNICATION 109

Physical Appearance 109

Communication in Action Can tattooing and body Piercing Hurt your Image? 110Body Movement and Gestures 111

Communication & Culture Is the ok sign always ok? 112Touch 112

Know Thy Self are you touchy? 112Facial Expression 113 • Eye Behaviour 114 • Vocal Expressiveness 115 • Silence 115 • Space and Distance 115

ethical Communication the Dark side of Nonverbal behaviour 115Time 116 • Environment 117

6.4 IMPROVING NONVERBAL SKILLS 117Be Other Oriented 117 • Use Immediacy Strategies 117

Stop & Think How Immediate are your teachers? 118

Communication Assessment role Plays to assess your Nonverbal skills 119


5 6


cont

ents

ix

s

Understanding Interpersonal Relationships 1227.1 INTERPERSONAL COMMUNICATION AND

RELATIONSHIPS 124Think About Theory schutz’s Interpersonal Needs

theory 1257.2 DEVELOPING INTERPERSONAL

RELATIONSHIPS 126Impression Management 126 • Effective Conversations 127

7.3 STRENGTHENING PERSONAL RELATIONSHIPS 128Communication & Culture girl-friends and boy-friends

Differ 128Friendship 129 • Being Mindful 129

7.4 SHARING YOUR SELF WITH OTHERS 130The Johari Window Model 130

7.5 EXPRESSING YOUR SELF APPROPRIATELY 131Think About Theory social Penetration theory 132

Effective Self-Disclosure 133 • Effective Feedback 133 • Defensive and Supportive Communication 133

7.6 DEVELOPING ASSERTIVENESS 134Passivity and Aggression 134 • Assertiveness Skills 134

Communication in Action Just say No. 135 Summary 136Test Your Knowledge 137Key Terms 137

Exploring Emotional Intelligence 1388.1 EMOTIONS: TYPES AND FUNCTIONS 140

The Basic Emotions 140

Know Thy Self Important functions of Emotions 1428.2 SHAPING YOUR EMOTIONAL RESPONSES 142

The Function of Emotions 142 • The Potential Impact of Culture on Emotional Expression 142

Communication in Action Recognize Emotional Cues 142

Think About Theory Cultural theory and Emotions 1438.3 EMOTIONAL INTELLIGENCE 143

Emotional Intelligence 143 8.4 EMOTIONAL AND SOCIAL COMPETENCE 146

Emotional Intelligence in the Workplace 146

Stop & Think How Can you become an Emotionally Intelligent leader? 147

8.5 SUPPORTIVE INTERPERSONAL COMMUNICATION 147Constructing Emotionally Supportive Messages 147

ethical Communication the Ethics of Caring 148The Importance of Empathy 148 • Encouraging Coping Through Storytelling 149

Communication & Culture storytelling 149

Communication Assessment How Emotionally Intelligent are you? 150


7

PART TWO: think interpersonal Communication

8


cont

ents

x

Professional Relationships 1549.1 THE NATURE OF PROFESSIONAL

RELATIONSHIPS 156Types of Professional Relationships 156

Communication in Action Difficult behaviour at Work 157

Stop & Think Is the Customer always right? 158

Think About Theory organizational Culture theory 1599.2 PROFESSIONAL COMMUNICATION

CHALLENGES 160Office Rumours and Gossip 160

Stop & Think are you twittering the Hours away at Work? 161Sexual Harassment 162

Communication & Culture Differing views on sexual Harassment 162Workplace Friendships 163 • Leaving a Job 163

9.3 WORKPLACE AND JOB INTERVIEWS 164Workplace Interviews 164 • Before the Job Interview 164 • During the Job Interview 166

ethical Communication Never lie During a Job Interview 167

Stop & Think How Would you Handle Inappropriate Questions? 169After the Job Interview 170

Communication Assessment Evaluating your Job Interview Performance 171


Working in Groups 17410.1 THE CHALLENGES OF WORKING IN

GROUPS 176The Nature of Group Communication 176 • Advantages and Disadvantages of Working in Groups 177

ethical Communication Making Good group Decisions 177Types of Groups 178

10.2 BALANCING INDIVIDUAL AND GROUP GOALS 179Primary Tension 179 • Hidden Agendas 180 • Group Membership 180

Think About Theory tuckman’s group Development Model 181

10.3 BALANCING CONFLICT AND COHESION 182Secondary Tension 182 • Group Cohesion 182

10.4 BALANCING CONFORMITY AND NONCONFORMITY 183Group Norms 183

Stop & Think Can you Name your Norms? 18410.5 BALANCING TASK AND MAINTENANCE

ROLES 185Group Task and Maintenance Roles 186 • Self-Centred Roles 186

Know Thy Self Do you Disrupt group Work? 18710.6 DEVELOPING GROUP LEADERSHIP 187

Three Approaches to Leadership 188

Communication in Action How to become a leader 18910.7 THE 5-M MODEL OF EFFECTIVE

LEADERSHIP 190Model Leadership Behaviour 190 • Motivate Members 190 • Manage Group Processes 190 • Make Decisions 190 • Mentor Members 191

Communication & Culture Diversity and leadership 191Summary 192Test Your Knowledge 193Key Terms 193

9

PART THREE: think Group Communication

10


cont

ents

xi

Group Decision Making, Problem Solving, and Conflict 19411.1 PREREqUISITES FOR GROUP DECISION

MAKING AND PROBLEM SOLVING 196A Clear Goal 196 • Quality Content 196

Communication in Action Can you Identify the Question type? 197Structured Procedures 197

11.2 EFFECTIVE GROUP DECISION MAKING 197Decision-Making Methods 197

Think About Theory groupthink 198

Stop & Think Is there Consensus about Consensus? 200Decision-Making Styles 200

ethical Communication Ethical group Decision Making 200

Know Thy Self What Is your Decision-Making style? 201 11.3 RESOLVING INTERPERSONAL CONFLICT 202

Conflict Styles 202 • Conflict Resolution Strategies 204

Stop & Think should you apologize? 20511.4 EFFECTIVE GROUP MEETINGS 206

Brainstorming 206 • Decreasing Options Technique 207 • The Standard Agenda 208

Communication & Culture Motivating Culturally Diverse group Members 209Planning the Meeting 209 • Preparing the Agenda 209 • Taking Minutes 210 • Chairing a Meeting 211

Communication Assessment group Problem-solving Competencies 211


Communicating in a Digital World 21412.1 THE NATURE OF DIGITAL COMMUNICATION 216

Moving Beyond Tasks 216 • Technology Becomes the Medium 216 • The Importance of Social Media in Communication 217

Stop & Think social Networking 21812.2 UNDERSTANDING DIGITAL CITIzENS AND

CITIzENSHIP 218Digital Natives and Digital Immigrants 218 • Are You Sharing Too Much? 219

Know Thy Self How Much online sharing Is too Much? 219 Digital Citizenship 220

Communication in Action Etiquette for Cellphone Conversations and texting 221

12.3 ETHICS AND DIGITAL COMMUNICATION 221Ethical Communication and Canadian Law 221 • Digital Code of Ethics 222

ethical Communication a framework for addressing Ethics in a Digital age 222

12.4 ONLINE COMMUNICATION TOOLS 222Exploring Some Popular Social Media Tools 222 • Collaborating, meeting, presenting, Curating, and Sharing 222

Communication Assessment are you a Digital Native or a Digital Immigrant? 226


11 12

part Four: think presentational Communication


cont

ents

xii

13 14Creating Captivating Presentations 23013.1 BEGINNING WITH THE PLAN 232

Presentation Goals 232 • Narrow Your Topic 232 • Develop a Purpose Statement 233 • Know Your Audience 233 • Adapt to Your Audience 233 • Adapt to Cultural Differences 234

Language and Delivery 26014.1 THE CORE LANGUAGE STYLES 262

Clear Style 262 • Oral Style 262 • Rhetorical Style 262 • Eloquent Style 263

14.2 MODES OF DELIVERY 263Impromptu 264 • Extemporaneous 264 • Manuscript 265 • Memorized 265 • Mix and Match Modes of Delivery 265 • Speaking Notes 266

14.3 CONFIDENT DELIVERY 266Are You More Nervous Than Most People? 266

Know Thy Self Will the audience know I’m Nervous? 267Will Reading About Speaking Anxiety Make You More Nervous? 267

14.4 VOCAL DELIVERY 268Breathing 268 • Volume 268 • Rate 268 • Pitch 268 • Fluency 268

Communication in Action Master the Microphone 269Articulation 270 • Pronunciation 270

Communication & Culture adapt your gestures to Cultural Differences 27014.5 PHYSICAL DELIVERY 271Eye Contact 271 • Facial Expression 271 • Gestures 272 • Posture and Movement 272

Stop & Think What should you Do with your Hands? 27214.6 PRESENTATION AIDS 273

Functions and Types of Presentation Aids 273 • Choosing the Media 273 • Using Design Principles 273 • Handling Presentation Aids 275

ethical Communication Plagiarism Plagues Presentation aids 276

14.7 PRACTISING YOUR PRESENTATION 277Know Thy Self Do you Practise your Presentations? 277

Communication Assessment What Message are you giving your audience? 279


glossary 282 | notes 293 | credits 313 | think communication features 315 | index 317 | answers to test your knowledge questions 330

Know Thy Self Do you Honour the audience’s bill of rights? 234

Communication & Culture adapt to Non-native speakers of English 235Speaker Credibility 235

Think About Theory aristotle’s Ethos 236

ethical Communication the Perils of Plagiarism 236 13.2 ORGANIzING YOUR PRESENTATION 238

Gathering Supporting Material 238 • Documenting Your Sources 239 • Evaluating Your Supporting Material 239

Communication in Action Evaluating Internet Information 239

Communication & Culture linear versus spiral thinking 240The Importance of Organization 240 • Identifying Your Central Idea 240 • Determining Your Key Points 240 • Outlining a Presentation 241

Know Thy Self How Creative are you? 24313.3 BEGINNING AND ENDING YOUR PRESENTATION 243

The Primacy and Recency Effects 243 • Concluding Your Presentation 244

13.4 INFORM ME! 245Involve the Audience 245

Communication in Action focus on What’s valuable to your audience 245Strategies That Inform 246 • Report New Information 246

13.5 PERSUADE ME! 247Persuading Others 247 • Classifying Audience Attitudes 247 • Persuading Audience Members Who Agree with You 248 • Persuading Indecisive Audience Members 249 •Toulmin Model of an Argument 249

Stop & Think Can you find Common ground? 250

Think About Theory Psychological reactance theory 250Choosing Persuasive Claims 251 • Choosing Persuasive Proof 251

Know Thy Self Do fear appeals scare you? 251

Communication in Action Watch out for Heuristics 25213.6 ENGAGE ME! 253

Tell Stories 253 • Use Humour 253 • Involve the Audience 254

Think About Theory Narrative theory 255

Communication Assessment What’s your Preparation Plan? 256Summary 258Test Your Knowledge 259Key Terms 259


xiii

I appreciate the sound text provided by the original authors, isa engleberg and Dianna Wynn. It made a solid base for the adaption of the Canadian

edition. Thanks also goes to David S. Le Gallais, acquisitions editor, and to pearson Canada for this opportunity to adapt Think Communication for the Canadian college student.

i appreciate the confidence shown to me as i worked through the pro-cess of adapting an already important communication text. Throughout this process, Katherine Goodes has supported me, answered my questions, and most significantly guided me as a first-time author. I am truly grateful for her expertise and kindness. The manuscript benefited greatly from the help of the developmental editor, Katherine Goodes; project manager, Susan McIntyre; and copy editor, Tara Tovell.

my husband, tom, has always encouraged me to reach beyond my com-fort zone to accomplish my dreams, and for this I thank him. My daughters, strong remarkable women, Christine and alison, continue to inspire me to keep learning and growing. My colleagues at Centennial College energize me every day with their commitment to providing excellent learning oppor-tunities for all students.

Finally, i want to thank all of the amazing college learners i have met over the many years of teaching. Their diversity, questions, and challenges have all helped me to become a better listener and communicator, and each semes-ter they assist me in refining my own teaching practice.

acknowledgments


xiv

ISA ENGLEBERG, professor emerita at prince George’s Com-munity College in largo, maryland, served as president of the national Communication association (nCa) in 2003 and chaired the NCA Research Board from 1995 to 1998. She has written six college textbooks in com-munication studies, published more than three dozen articles in aca-demic journals, and made hundreds of convention and seminar presen-tations. Dr. Engleberg received the outstanding Community College educator award from the nCa and the president’s medal from prince George’s Community College for outstanding teaching, scholarship, and service. She has focused her professional career on improving both the content and teaching of basic communication courses at all levels of higher education as well as teaching and consulting internationally.

about the Authors

DIANNA WYNN is a professor at nash Community College in rocky Mount, North Carolina. Previously she taught at midland College in texas and prince George’s Com-munity College in maryland, where she was chosen by students as the Outstanding Teacher of the Year. she has coauthored two commu-nication textbooks and has written articles in academic journals. She served as an officer in the Commu-nity College section and a member of the legislative assembly of the national Communication association and has participated in dozens of convention programs. In addition to teaching and college service, she has many years of experience as a trial consultant, assisting at-torneys in developing effective communication strategies for the courtroom.


MARIA ROBERTS has served on the faculty at Centennial College in the early Childhood education program for nine years. During this time she has also assisted in the development of the post diploma online courses. She has presented many workshops for early childhood education professionals on a variety of topics including team building, facilitation, motivation, and conflict resolution. She has also spent 30 years working as part of multi-disciplinary teams in college and community settings. Her committee work in-cludes the Centre for students and their Families (Centennial College) and the Scarborough Special Needs Committee for Children. Maria is a certified early childhood educator and resource teacher and has a certificate in volunteer management from Conestoga College. She is currently completing her bachelor of arts in adult education at Brock University.

abou

t the

aut

hors

xv


Dedicated to Violet, Hannah, Wyatt, Sophia, Ella, and Lena. They will be the leaders of tomorrow and they will communicate

in ways we can’t even imagine today.Maria Roberts


interpersonal CommuniCationCanadian Edition


interpersonal communication - pearson canadainterpersonal communication isa n. engleberg prince...

Documents