Communication, Conflict, and Power Chapter 6 Communication, Conflict, and Power

Communication Communication: Interactive process uses symbols and gestures to send and receive messages Communication: A transaction A process Co-construction of meanings Uses symbols

Communication Communication - Evokes shared or common meaning in another person Interpersonal Communication - Communication between two or more people Communicator - Person originating message Receiver - Person receiving message Perceptual Screen - Window through which we interact with people that influences the quality, accuracy, and clarity of the communication 2

Communication Message - Thoughts and feelings the communicator is attempting to elicit in receiver Feedback Loop - Pathway that completes two-way communication Language- Words, pronunciation & methods of combining them understood by a group of people 4

Communication Process

Communication Process

Basic Interpersonal Communication Model Perceptual screens / Communicator Receiver Message Context Affect Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs 3

One-way vs. Two-way Communications 2-way Communication *Communicator & *Receiver interact * Good for problem solving One-Way Communication *Person sends message to another person *No questions, feedback, or interaction follow * Good for simple directions * Fast but often less accurate than 2-way communication 10

Cultural Context of Communication More likely to interact with similar people Social class Race Ethnic group Through shared words, gestures, or expressions

Cross-cultural Communication Body language: use of arms by the Dutch, compared to use of the whole upper part of body by the French The Dutch may perceive French as very emotional and excited since the Dutch only use gestures made by the French when they feel deeply emotional

Cross-cultural Communication Silence Western cultures: Silence marks pauses in a discourse. Eastern cultures: Silences are integral part of communication. Silences can indicate: Respectful agreement or disagreement Modesty (avoid improper use of words)

Conflict & Power: Defensive Communication Communication can be aggressive, attacking, & angry, or passive & withdrawing Leads to: injured feelings communication breakdown alienation retaliatory behaviors nonproductive efforts problem solving failures 13

Defensive Tactics Defensive Tactic Speaker Example Power Play Boss “Finish this report by month’s end or lose your promotion.” Put-Down “A capable manager would already be done with this report.” Labeling “You must be a slow learner. Your report is still not done!” Raising Doubts “How can I trust you, Chris, if you can’t finish an easy report?” 16

Defensive Tactics Defensive Tactic Speaker Example Misleading Information Employee “Bill has not gone over the information I need for the report.” [Bill left Chris a copy of the report.] Scapegoating “Bill did not give me input until just today.” Hostile Jokes “You can’t be serious! The report isn’t that important.” Deception “I gave it to the secretary. Did she lose it?” 16

Non defensive Communication Assertive, direct, & powerful Provides Basis for defense when attacked Restores order, balance, and effectiveness 14

Non defensive: Assertive

Assertiveness

Communication : Active Listening Attentive Good eye contact Good body language Encourage other to continue talking

10/ 23? Five-Stage Model of the Listening Process

This complex process needs to be divided to be understood Reflective Listening Reflective Listening - Skill of listening carefully to another person and repeating back the message to correct 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 6

Reflective Listening Emphasizes receiver’s role Helps receiver & communicator Clearly & fully understand the message Useful in problem solving 7

Reflective Listening: 4 Levels of Verbal Response Affirm contact Paraphrase the expressed Clarify the implicit Reflect “core” feelings 9

Barriers to Communication Communication Barriers - Block or significantly distort successful communication Physical separation Status differences Gender differences Cultural diversity Language 23 12 23

Channels of Communication Verbal Communication Spoken exchange of words to convey: Thoughts Feelings Information Non Verbal Communication Communication that does not involve words

Barriers to Understanding Verbal Communication Bypassing: Misunderstanding words that have multiple meanings. Lack of precision: Incorrect or unclear language Overgeneralizing: Sweeping generalizations not supported by evidence Static evaluation: Statements that do not allow for change. Polarization: Seeing the word in black and white Biased language: Reflect biases about race, ethnicity, sex, sexual orientation, religious faith, or other cultures

Nonverbal Communication Nonverbal Communication – Elements of communication that do not involve words Four basic types Proxemics - Perception & use of space Kinesics - Body movements, including posture Facial & Eye Behavior - Movements that add cues for receiver Paralanguage - Variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying 18

10/28 Proxemics: Territorial Space Bands of space extending outward from the body Differs from culture to culture 19

Proxemics: Culturally Variable

Kinesics - Body Movements http://www.youtube.com/watch?v=9i7Gu_qfruo

Facial & Eye Behavior

Paralanguage Twilight: Captioning the “gaspiest” movie ever http://seanzdenek.com/2009/09/26/twilight-captioning-the-gaspiest-movie-in-the-world/ Harry Potter http://www.youtube.com/watch?v=0O3nPzuNIPo Body Language Secrets! - Drago De Silver http://www.youtube.com/watch?v=e8-9HSsL9HQ Lying http://www.youtube.com/watch?v=P_6vDLq64gE

Examples of Decoding Nonverbal Cues He’s unapproachable! He’s angry! I’ll stay out of his way! Boss breathes heavily & waves arms Boss fails to acknowledge employee’s greeting My opinion doesn’t count I wonder what he’s hiding? No eye contact while communicating Manager sighs deeply 21

New Technologies for Communication Informational databases Electronic mail Voice mail Cellular phone (smart) Texting 22

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 23

How Do New Technologies Affect Behavior? 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 (doing more than one thing at a time) 24

Tips for Effective Use of New Communication Technologies Provide social interaction opportunities Is the message really necessary? Regularly disconnect from the technology Provide social interaction opportunities Don’t assume immediate response Strive for message completeness Build in feedback opportunities 25