COMMUNICATION

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 &

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
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Communicator

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Perceptual screens

Message
Context
Affect

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Receiver

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Perceptual screens

Influence message quality, accuracy, clarity

Include age, gender, values, beliefs, culture,
experiences, needs

Event
X

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

Barriers to
Communication
Communicatio
n Barriers factors that
block or
significantly
distort
successful
communication

Physical separation
Status differences
Gender differences
Cultural diversity
Language

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 Pattern

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 months

end or lose your promotion.

Put-Down

Boss

A capable manager would

already be done with this report.

Labeling

Boss

You must be a slow learner.

Your report is still not done?

Raising Doubts

Boss

How can I trust you, Chris, if

you cant finish an easy report?

Defensive Tactics
Defensive Tactic

Speaker

Example

Misleading
Information

Employee Morgan has not gone over with

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

c
d

Proxemics: Seating
Dynamics
Seating Dynamics - seating people in
certain positions according to the persons
purpose in communication
X O
Cooperation

OCommunication

O X O

Competition

NonCommunication

Examples of
Decoding Nonverbal Cues
Hes
unapproachable!

Boss fails to acknowledge

employees greeting
I wonder what
hes hiding?
No eye contact
while
communicating

Hes angry! Ill

stay out of
his way!
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
impersonalinteraction 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?

Strive for
message
completeness

Regularly
disconnect
from the
technology

Build in
feedback
opportunities

Provide
Dont
assume
social
immediate
interaction
opportunities
response