Communication

Copyright 2005 by South-Western, a division of Thomson Learning. All rights reserved.

Communication
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

Receiver

Message Context Affect

Event X

Perceptual screens

Perceptual screens

Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs

Reflective Listening
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
Emphasizes receivers role 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 - 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 2-way communication Two-Way Communication - the communicator & receiver interact Good for problem solving

Five Keys to Effective Supervisory Communication

Expressive speaking
Empathetic listening Persuasive leadership Sensitivity to feelings Informative management

Barriers to Communication

Communication Barriers factors that block or significantly distort successful communication

Physical Separation Status Differences Language Problems of Semantics Denotation Connotation Structural Barriers

Barriers to Communication
Outcome Problems People Barrier Cultural Diversity Gender Differences Perception Factors Interpersonal Factors

Communication Barriers factors that block or significantly distort successful communication

Defensive Communication
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 communication that is assertive, direct, & powerful Provides basis for defense when attacked 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 Power Play Put-Down Labeling Raising Doubts Boss Boss Boss Boss Example Finish this report by months end or lose your promotion. A capable manager would already be done with this report. You must be a slow learner. Your report is still not done? How can I trust you, Chris, if you cant 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 Employee Morgan did not give me input until just today. Hostile Jokes Employee You cant be serious! The report isnt that important.

Deception

Employee I gave it to the secretary. Did she lose it?

Nondefensive Communication: A Powerful Tool

Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Catherine Criers rules to nondefensive communication 1. Define the situation 2. Clarify the persons position 3. Acknowledge the persons feelings 4. Bring the focus back to the facts

Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words Four basic types Proxemics - an individuals 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

Proxemics: Seating Dynamics

Seating Dynamics - seating people in certain positions according to the persons purpose in communication

X O
Cooperation

X O Communication O X O
NonCommunication

X
Competition

Examples of Decoding Nonverbal Cues

Hes unapproachable!

Hes angry! Ill stay out of his way!

Boss fails to acknowledge employees greeting I wonder what hes hiding? No eye contact while communicating

Boss breathes heavily & waves arms

My opinion doesnt 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

Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

How Do New Technologies Affect Behavior?

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?

Communication can become more impersonal interaction with a machine Interpersonal skills may diminishless tact, less graciousness Non-verbal cues lacking Alters social context Easy to become overwhelmed with information 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 Provide Dont assume social immediate interaction opportunities response

Strive for Build in message feedback completeness opportunities