Chapter 8 Interpersonal Processes & Behavior Nelson & Quick

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

Basic Interpersonal Communication Model Event X Message Context Affect Perceptual screens Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback loop - the pathway that completes two- way communication

Communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people 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

Message Influences Factors that influence sent & received messages Age Gender Culture

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 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 - communication in which 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 - a form of communication in which 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 Physical separation Status differences Gender differences Cultural diversity Language 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 & effectiveness You are feeling really angry right now.

Two Defensiveness Patterns Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior Dominant Defensiveness - characterized by active, aggressive, attacking behavior

Defensive Tactics BossBoss EmployeeEmployee

Nondefensive Communication: A Powerful Tool Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Characterized by –assertiveness –control –informative approach –centered –realism –honesty PowerPower

Nonverbal Communication Nonverbal communication - all elements of communication that do not involve words Four basic types –Proxemics - an individual’s 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 b c d a = intimate <1.5’ b = personal 1.5-4’ c = social 4-12’ d = public >12’

Proxemics: Seating Dynamics Seating dynamics - seating people in certain positions according to the person’s purpose in communication Cooperation X O Non- Communication O X O Competition X O Communication X O

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

Computer-Mediated Communication Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

How Does CMC Affect Communication? 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 Does CMC Affect Communication? 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

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