learning outcomes © 2009 cengage learning. all rights reserved. chapter 8 communication learning...
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© 2009 Cengage Learning. All rights reserved.
Chapter 8Communication
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1 Describe the interpersonal communication process and the role of listening in the process.
2 Describe the five communication skills of effective supervisors.
3 Explain five communication barriers and gateways through them.
4 Distinguish between defensive and nondefensive communication.
5 Explain the impact of nonverbal communication.
6 Explain positive, healthy communication.
7 Identify communication technologies and how they affect thecommunication process.
© 2009 Cengage Learning. All rights reserved.
CommunicationCommunication – 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
© 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved.
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
Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture,
experiences, needs
Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture,
experiences, needs
ReceiverReceiverCommunicatorCommunicator
© 2009 Cengage Learning. All rights reserved.
Information Richness & Data Capacity
Medium Information Richness
Data Capacity
Face-to-face discussion
Highest Lowest
Telephone High Low Electronic mail Moderate Moderate Individualized letter Moderate Moderate Personalized note or memo
Moderate Moderate
Formal written report
Low High
Flyer or bulletin Low High Formal numeric report
Lowest Highest
SOURCE: E. A. Gerloff in Research in Organizational Behavior 6 1984: 191-233. “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc.
MED
IA
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
What I heard you say was we will understand the
process better if we break it into steps
This complex process needs to be divided to be understood
© 2009 Cengage Learning. All rights reserved.
Reflective Listening
• Emphasizes receiver’s role
• Helps the receiver and communicator clearly and fully understand the message sent
• Useful in problem solving
© 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved.
One-way vs. Two-way Communication
Two-Way Communication – the communicator and receiver interact• Good for problem solving
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 two-way communication
• Physical separation
• Status differences
• Gender differences
• Cultural diversity
• Language
Barriers to Communication
Communication Barriers – factors that block or significantly distort successful communication
Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved
© 2009 Cengage Learning. All rights reserved.
Nonverbal Communication
all elements of communication that do not involve
words
© 2009 Cengage Learning. All rights reserved.
Types of Nonverbal Communication
– Proxemics – an individual’s perception and use of space
– Kinesics – study of body movements, including posture
– 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
© 2009 Cengage Learning. All rights reserved.
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’
© 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved.
Paralanguage
Variations in speech send messages
What message is sent by– High-pitched, breathy voice– Rapid, loud speech– Interruptions– Tongue clucking
Examples of DECODING NONVERBAL CUES
No eye contact while
communicatingManager sighs deeply
Boss breathes heavily and waves arms
Boss fails to acknowledge employee’s greeting
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.
© 2009 Cengage Learning. All rights reserved.
Information Communication Technology (ICT)
• Informational databases
• Electronic mail systems
• Voice mail systems
• Fax machine systems
• Cellular phone systems
© 2009 Cengage Learning. All rights reserved.
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
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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
© 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved.
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
EFFECTIVE USE OF ITCTIP
S F
OR