Chapter 8 Interpersonal Processes Behavior Nelson Quick Communication
Chapter 8 Interpersonal Processes & Behavior Nelson & Quick
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
Basic Interpersonal Communication Model Message • Context • Affect Event X Perceptual screens Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback loop - the pathway that completes twoway communication
Communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people 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
Message Influences e g A Factors that influence sent & received messages Gender Cu ltu re
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 • 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 Two-way communication - a communication in which a form of communication in person sends a message which the communicator & to another person and no receiver interact questions, feedback, or – good for problem solving interaction follow – good for giving simple directions – Fast but often less accurate than 2 -way communication
Five Keys to Effective Supervisory Communication • Expressive speaking • Empathetic listening • Persuasive leadership • Sensitivity to feelings • Informative management
Barriers to Communication Barriers factors that block or significantly distort successful communication • • • Physical separation Status differences Gender differences Cultural diversity Language
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 that is assertive, direct, & powerful Provides – basis for defense when attacked – restores order, balance & effectiveness You are feeling really angry right now.
Two Defensiveness Patterns Subordinate Defensiveness characterized by passive, submissive, withdrawing behavior Dominant Defensiveness characterized by active, aggressive, attacking behavior
Defensive Tactics B o s s E m p l o y e e
Nondefensive Communication: A Powerful Tool • Speaker exhibits self-control & self possession • Listener feels accepted rather than rejected • Characterized by – – – assertiveness control informative approach centered realism honesty P o w e r
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
Proxemics: Territorial Space 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 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
Decoding Non-verbal 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
Computer-Mediated Communication • • • Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems
How Does CMC Affect Communication? • • • 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 Does CMC Affect Communication? • 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
Tips for Effective Use of CMC Strive for message completeness Build in feedback opportunities Is the message really necessary? Don’t assume immediate response Regularly disconnect from the technology Provide social interaction opportunities
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