Chapter 6 Enhancing Group and Team Communication Skills

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Chapter 6 Enhancing Group and Team Communication Skills This multimedia product and its contents

Chapter 6 Enhancing Group and Team Communication Skills This multimedia product and its contents are protected under copyright law: uany public performance or display, including transmission of any image over network; upreparation of any derivative work including the extraction, in whole or in part, of any images; uany rental, lease, or lending of the program. Copyright © Allyn & Bacon 2006

Verbal dynamics: barriers u. Bypassing: two people assign different meanings to words u. Allness:

Verbal dynamics: barriers u. Bypassing: two people assign different meanings to words u. Allness: simple and untrue generalizations or stereotypes u. Fact-inference: not fact, but conclusion drawn Copyright © Allyn & Bacon 2006

Types of listening u. Hearing message sent u. Analyzing determining purpose of speaker u.

Types of listening u. Hearing message sent u. Analyzing determining purpose of speaker u. Empathizing requires concentration & sensitivity Copyright © Allyn & Bacon 2006

Barriers to Effective Listening u. Prejudging communicator u. Prejudging communication u. Rehearsing response Copyright

Barriers to Effective Listening u. Prejudging communicator u. Prejudging communication u. Rehearsing response Copyright © Allyn & Bacon 2006

Active listening u Stop u Look u Listen u Ask questions u Paraphrase content

Active listening u Stop u Look u Listen u Ask questions u Paraphrase content u Paraphrase feelings Copyright © Allyn & Bacon 2006

Nonverbal communication u Behavior that does not rely on written or spoken words u

Nonverbal communication u Behavior that does not rely on written or spoken words u Includes body posture & movement, eye contact, facial expression, seating arrangement, spatial relationship, personal appearance, use of time & tone of voice Copyright © Allyn & Bacon 2006

Importance to groups & teams u. More time spent communicating nonverbally than verbally u.

Importance to groups & teams u. More time spent communicating nonverbally than verbally u. Nonverbal cues more credible than verbal messages u. Emotions & feelings expressed nonverbally Copyright © Allyn & Bacon 2006

Ekman &Friesen categories u. Emblems-replace spoken word control flow u. Illustrators- accompany verbal message

Ekman &Friesen categories u. Emblems-replace spoken word control flow u. Illustrators- accompany verbal message u. Affect u. Regulatorsu. Adaptors- satisfy personal needs displays- display emotion Copyright © Allyn & Bacon 2006

Eye contact functions u. Cognitive - cues about thought process u. Monitoringseek feedback from

Eye contact functions u. Cognitive - cues about thought process u. Monitoringseek feedback from others u. Regulatory- control flow of conversation u. Expressivereveal emotions, feelings, attitudes Copyright © Allyn & Bacon 2006

Facial expressions u Facial primacy: most important for revealing emotions u 20, 000 expressions

Facial expressions u Facial primacy: most important for revealing emotions u 20, 000 expressions u Six primary emotions: happiness, anger, surprise, sadness, disgust, & fear Copyright © Allyn & Bacon 2006

Vocal cues Paralanguage is pitch, rate, volume, & voice quality u Help make inferences

Vocal cues Paralanguage is pitch, rate, volume, & voice quality u Help make inferences about competence, personality & emotional states u Include pronunciation & articulation & filled & unfilled pauses u Should be evaluated in context of other behaviors Copyright © Allyn & Bacon 2006

Territoriality u Personal spacestake out and defend areas u Small group ecology- consistent way

Territoriality u Personal spacestake out and defend areas u Small group ecology- consistent way people arrange themselves Copyright © Allyn & Bacon 2006

Personal appearance u. Dress u. Hairstyle u. Weight u. Height Copyright © Allyn &

Personal appearance u. Dress u. Hairstyle u. Weight u. Height Copyright © Allyn & Bacon 2006

Attractive individuals perceived to be. . . u More effective in changing attitudes u

Attractive individuals perceived to be. . . u More effective in changing attitudes u More credible u Happier u More popular u More sociable u More successful Copyright © Allyn & Bacon 2006

Other nonverbal factors. . . u. Communication environment u clean, well-lighted place Copyright ©

Other nonverbal factors. . . u. Communication environment u clean, well-lighted place Copyright © Allyn & Bacon 2006

Deception indicators u Longer response time to questions u Reduced eye contact u Increased

Deception indicators u Longer response time to questions u Reduced eye contact u Increased shifts in position u More hand/ shrug emblems u More adaptors Copyright © Allyn & Bacon 2006

Deception (continued) u Unfilled pauses u Less smiling u Slower speech u Higher pitch

Deception (continued) u Unfilled pauses u Less smiling u Slower speech u Higher pitch u Deliberate pronunciation & articulation Copyright © Allyn & Bacon 2006

Interpreting clues u Consider context u Look for clusters of clues u Consider idiosyncrasies

Interpreting clues u Consider context u Look for clusters of clues u Consider idiosyncrasies u Consider cultural & gender differences u Learn from past experiences Copyright © Allyn & Bacon 2006

Look for clues that communicate: u Immediacy-liking & disliking u Power-influence & status u

Look for clues that communicate: u Immediacy-liking & disliking u Power-influence & status u Responsivenessinterest & attention Copyright © Allyn & Bacon 2006