BCOM 7 Focusing on Interpersonal and Group Communication 2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LEHMAN/ DUFRENE

2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1 Explain how behavioral theories about human needs, trust and disclosure, and motivation relate to business communication 2 Describe the role of nonverbal messages in communication 3 Identify aspects of effective listening 4 Identify factors affecting group and team communication 5 Discuss aspects of effective meeting management LEARNING OUTCOMES BCOM7|CH2

Behavioral Theories That Impact Communication 3 Interpersonal intelligence: Ability to read, empathize, and understand others Abraham Maslow’s hierarchy of needs Lower-level needs- Physiological, and security and safety Upper-level needs - Social, ego or esteem, and self-actualization Satisfied employees tend to be more productive BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Behavioral Theories That Impact Communication 4 Stroke: Emotional response one gets in a communication interaction Positively or negatively effects feelings about oneself and others Theory X and Y Theory X - Traditionalist view Management exercises control, motivates individuals through external incentives Theory Y - Contemporary view Management balances control and individual freedom, treats the individual as a mature person BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

5 The Johari Window Figure 2.1 BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Behavioral Theories That Impact Communication 6 Situational leadership model Appropriate style depends on the follower and the task Directive behavior: Leaders give detailed rules and instructions, and monitor that they are followed Supportive behavior: Leaders listen, communicate, recognize, and encourage their followers BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Behavioral Theories That Impact Communication 7 Total Quality Management Distributes decision-making power Goal - Employee empowerment Social constructionist view of leadership Co-constructed reality that emerges from the interaction of social actors BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Nonverbal Communication 8 BCOM7|CH2 Metacommunication Nonverbal message that accompanies a message that is expressed in words Kinesic messages Visual communication: Gestures, winks, smiles, grooming, and other body movements Vocal communication: Intonation, projection, and resonance of the voice Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Characteristics of Nonverbal Messages 9 Unavoidable Holds different meanings for different people Varies between and within cultures Intentional or unintentional Can contradict a verbal message Receives more attention Provides clues about the sender’s background and motives Influenced by the surrounding circumstances Beneficial or harmful BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Listening as a Communication Skill 10 BCOM7|CH2 Purpose For social interactions To receive information To solve problems To share feelings Styles Casual listening Listening for information Intensive listening Empathetic listening Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Bad Listening Habits 11 Faking attention Allowing disruptions Overlistening Stereotyping Dismissing subjects as uninteresting Failing to observe nonverbal aids BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Group Communication 12 Increasing focus on groups Flat organizational structures Individual takes up an expanded role which involves power and authority that surpasses his or her status Heightened focus on cooperation through: Open communication and information Reward systems BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Group Communication 13 Characteristics of effective groups Common goals Role perception Longevity Size Status Group norms Leadership Group roles - Positive and negative BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Group Communication 14 Strategies to organize workers into teams Task force Quality assurance team Cross-functional team Product development team Team development stages Forming Storming Norming Performing BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Meeting Management - Face-to-Face Meetings 15 BCOM7|CH2 Advantages Provide rich, nonverbal cues Preferred when dealing with sensitive issues Beneficial when participants do not know one another Used when participants are same place at the same time Establish group rapport Disadvantages Pose logistical issues of schedules and distance May be dominated by aggressively vocal and high- status members Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Meeting Management - Electronic Meetings 16 BCOM7|CH2 Advantages Facilitate geographically dispersed groups Speed up follow-up activities through electronically recording decisions and action items Disadvantages Fail to replace face-to-face contact Make consensus harder to reach Dependent upon keyboarding skills of all the participants Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Suggestions for Effective Meetings 17 Limit meeting length and frequency Make satisfactory arrangements Distribute the agenda in advance Encourage participation Maintain order Manage conflict Seek consensus Prepare thorough minutes BCOM7|CH2 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

18 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Interpersonal intelligence Stroke Directive behavior Supportive behavior Total Quality Management Metacommunication Visual kinesic communication Vocal kinesic communication Casual listening Listening for information KEY TERMS Intensive listening Empathetic listening Role Status Norm Task force Quality assurance team Cross-functional team Product development team Forming Storming BCOM7|CH2

19 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Norming Performing Agenda Brainstorming Consensus KEY TERMS BCOM7|CH2

20 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. SUMMARY Knowledge from behavioral theories helps understand human needs Provides insights on how effective communication can be achieved in the workplace Nonverbal elements constitute a major part of the total meaning of a message Effective listening requires mental and emotional effort Characteristics of effective groups Common goals, role perception, and longevity BCOM7|CH2

21 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. SUMMARY Size, status, group norms, and leadership Aspects of effective meeting management includes: Limiting its length and frequency, and making proper arrangements Distributing the agenda in advance and encouraging participation Organizing, managing conflict, and seeking consensus Preparing thorough minutes BCOM7|CH2