Chapter 7 Nelson Quick Communication Copyright 2005 by

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 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

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 / / / / / Communicator / / / / / Perceptual screens Message • Context • Affect / / / / / Receiver / / / / / Perceptual screens Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs Event X

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 w Emphasizes receiver’s role w Helps the receiver & communicator clearly & fully understand the message sent w Useful in problem solving

Reflective Listening Reflective listening emphasizes w the personal elements of the communication process w the feelings communicated in the message w responding to the communicator, not leading the communicator w the role or receiver or audience w 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 n Good for giving simple directions n Fast but often less accurate than 2 -way communication Two-Way Communication - the communicator & receiver interact n Good for problem solving

Five Keys to Effective Supervisory Communication w Expressive speaking w Empathetic listening w Persuasive leadership w Sensitivity to feelings w Informative management

Barriers to Communication Barriers factors that block or significantly distort successful communication w w w Physical separation Status differences Gender differences Cultural diversity Language

Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing Leads to n injured feelings n communication breakdowns n alienation n retaliatory behaviors n nonproductive efforts n problem solving failures

Nondefensive Communication communication that is assertive, direct, & powerful Provides n basis for defense when attacked n restores order, balance, and effectiveness

Two Defensiveness Patterns Subordinate Defensiveness characterized by passive, submissive, withdrawing behavior Dominant Defensiveness characterized by active, aggressive, attacking 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 Raising Doubts Boss “You must be a slow learner. Your report is still not done? ” “How can I trust you, Chris, if you can’t finish an easy report? ”

Defensive Tactics Defensive Tactic Speaker Example Misleading Employee “Morgan has not gone over with Information me the information I need for the report. ” [Morgan left Chris with a copy of the report. ] Scapegoating Hostile Jokes Deception Employee “Morgan did not give me input until just today. ” Employee “You can’t be serious! The report isn’t that important. ” Employee “I gave it to the secretary. Did she lose it? ”

Nondefensive Communication: A Powerful Tool w Speaker seen as centered, assertive, controlled, informative, realistic, and honest w Speaker exhibits self-control & self possession w Listener feels accepted rather than rejected w Catherine Crier’s rules to nondefensive communication 1. Define the situation 2. Clarify the person’s position 3. Acknowledge the person’s feelings 4. Bring the focus back to the facts

Nonverbal Communication - all elements of communication that do not involve words Four basic types n Proxemics - an individual’s perception & use of space n Kinesics - study of body movements, including posture n Facial & Eye Behavior - movements that add cues for the receiver n Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

Proxemics: Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture a = intimate <1. 5’ b = personal 1. 5 -4’ c = social 4 -12’ d = public >12’ a b c d

Proxemics: Seating Dynamics - seating people in certain positions according to the person’s purpose in communication X O Cooperation O X Communication X O Competition Non. Communication O

Examples of Decoding Nonverbal Cues He’s unapproachable! Boss fails to acknowledge employee’s greeting I wonder what he’s hiding? No eye contact while communicating He’s angry! I’ll stay out of his way! Boss breathes heavily & waves arms My opinion doesn’t count Manager sighs deeply 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 w w w Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

How Do New Technologies Affect Behavior? w w w 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

How Do New Technologies Affect Behavior? w Communication can become more impersonal— interaction with a machine w Interpersonal skills may diminish—less tact, less graciousness w Non-verbal cues lacking w Alters social context w Easy to become overwhelmed with information w Encourages polyphasic activity

Tips for Effective Use of New Communication Technologies Provide social interaction opportunities Is the message really necessary? Regularly disconnect from the technology Strive for Build in message feedback completeness opportunities Provide Don’t social assume interaction immediate opportunities response