Human Communication: The Basic Course Twelfth Edition PowerPoint™ Presentations prepared by: Naomi Young University of California, San Diego Joseph A. DeVito Hunter College of the City University of New York

Chapter Seven: Interpersonal Communication – Conversation This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Chapter Goals Learn About: How the process of conversation works How you can become a more satisfying and more effective conversationalist Learn To: Engage in conversation that is satisfying and mutually productive Apply the skills of interpersonal communication to a wide variety of situations Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. 3

The Conversation Process Occurs whether face-to-face or online Variations depend on specifics of Five steps or stages Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Opening Verbal or nonverbal greeting Reciprocated Opening Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Feedforward Focus of conversation Identify tone In e-mail the title is the feedforward Opening Feedforward Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Business Substance of conversation Exchange of roles No permanent record Opening Feedforward Business Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Feedback Signal end of business May backup to business if other not finished Opening Feedforward Business Feedback Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Closing Signals end of conversation Express pleasure in interaction Leave-Taking cues Opening Feedforward Business Feedback Closing Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Principles Of Conversations Turn-taking Speaker cues Listener cues Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listener Cues Turn requesting cues Turn denying cues Backchanneling cues agreement/ disagreement Involvement to pace speaker clarification Interruptions Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Principle of Dialogue Person is both sender and reciever Dialogue v. monologue Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

The Principle of Immediacy Self-disclose Refer to the other person’s good qualities Express your positive view of the other person and of your relationship Talk about commonalities Demonstrate your responsiveness Express psychological closeness and openness Maintain appropriate eye contact Smile and express your interest Focus on the other person’s remarks Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

The Principle of Flexibility Analyze specific conversational situation Consider available choices Estimate potential advantages and disadvantages Competently communicate your choice Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Everyday Conversations Making small talk Introducing other people or ourselves Excusing and apologizing Complimenting Offering advice Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Repairing Conversational Problems Excuses I didn’t do it It wasn’t so bad Yes, but… Motive for excuses Good and bad excuses Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

The Apology An expression of regret The do’s and don’ts for effective apologies Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Complimenting A message of praise, flattery, or congratulations Giving a compliment Receiving a compliment Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Advice Meta-advice Giving advice To explore options and choices Seek expert advice Delay decision Giving advice Listen Empathize Be tentative Ensure understanding Keep the interaction confidential Avoid should statements Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Responding to Advice Accept what the person says Resist retaliation or criticism of the advice-giver Interact with the advice Express your appreciation Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Knowledge to Action Feedback and feedforward are often the part of your message best remembered. How can you structure your messages to utilize this fact? Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.