Chapter 2 Focusing on Interpersonal and Group Communication

Maslow’s Hierarchy of Needs Stroking Johari Window McGregor’s Theory X and Y Hersey and Blanchard’s Situational Leadership Model Behavioral Theories Impact Communication

Maslow’s Hierarchy of Needs Chapter 2 Physiological needs To have food, shelter, and protection from the elements. Security and safety needs To be free from physical danger and to be secure in the feeling that physiological needs can be met. Social needs To be loved, appreciated, and belong. Ego needs To be heard, appreciated, and wanted. Self-actualization needs To achieve one’s fullest potential.

McGregor’s Management Styles Workers inherently dislike work Talent is narrowly distributed among only a few Workers will do as little work as they are required to do Workers like challenging work Talent is widely distributed throughout the workforce Workers can be motivated to work independently Chapter 2 Lecture Slide Theory X Traditional Traditional Theory Y Contemporary Contemporary

Hersey & Blanchard’s Situational Leadership Model Leadership style must be appropriate for the follower and the task to be performed. Directive behavior Detailed rules and instructions and close monitoring Chapter 2 Lecture Slide Supportive behavior Listening, communicating, recognizing, and encouraging

Trust Leads to Reciprocal Sharing Depicted in Expanded Open Area in Johari Window Chapter 2 Lecture Slide

Nonverbal What can you make of this? Signs of Lying

Metacommunication —Not expressed in words but accompanies a verbal message Visual — All types of body movements (gestures, eye contact, and facial expressions) — Attire and grooming Vocal — Tone and projection Nonverbal Communication Conveys Added Meaning Chapter 2 Lecture Slide

Metacommunication Message sent Message implied Message inferred by senders by receivers by senders by receivers Message sent Message implied Message inferred by senders by receivers by senders by receivers Chapter 2 “Be on time.” “An early start is the best one.” OR “You have a record of tardiness.” “She thinks I’m always late.” “Take more time with your work.” I want to help you improve.” OR We can’t afford any more foul-ups.” “He thinks I’m careless, and this comment is a warning.” “This work is better.” “Good solid revisions.” OR “You may finally show promise.” “Was my previous work bad?”

Kinesics Communication Visual  Gestures  Eye contact  Facial expressions  Attire  Grooming Vocal  Intonation  Projection  Resonance

Understanding Nonverbal Messages Extend the meaning of the message and sender’s background and motives Vary between people and cultures May be intentional or unintentional May contradict and receive more attention than the verbal message Can be beneficial or harmful Chapter 2 Lecture Slide

Cultural Differences Affect Nonverbal Messages Chapter 2 ConceptNorth AmericaOther Countries GreetingFirm handshakeRespectful bow; Japan Kisses on the cheek; some European and Middle Eastern cultures Eye contactShows confidence, trust Disrespectful; Japan StaringRude; aggressiveInterested; aware; France, Brazil PunctualityCourteous; time is money Doesn’t matter; Central America and Middle Eastern cultures Physical contactOkay to slap on the back or put friendly arm around someone No physical contact among business associates; Japan

Can you guess whether this smiling face shows genuine warmth or merely concealed irritation? Concealed irritation

Can you guess what the following gesture from Japan means? Angry

How Might Other Cultures React to These Nonverbal Messages? Nodding head up and down U.S.: Agreement Eastern Europe: Disagreement; side-to-side movement indicates agreement. Eye contact U.S.: Interested, involved Asian and others: Disrespectful Forefinger and thumb forming circle U.S.: Okay Japan: Money France: Zero Brazil: Vulgarity Personal space U.S.: 2–3 feet (casual); 4–12 feet (business) Other countries: Much closer Time U.S.: Time is money; punctuality expected. Mexico: Time not perceived to have value; frequently late for appointments. Sole of shoe visible U.S.: Unimportant Arab countries: Insulting because foot has touched unclean ground. Chapter 2 (Slide 2 of 2)

Types of Listening Casual Listening for information Intensive listening Empathetic listening Chapter 2

Casual Listening Listening for pleasure, recreation, amusement, and relaxation  Playing music  Provides relaxing breaks People are selective listeners  You listen to what you want to hear

Listening for Information Searching for data or material  In the classroom  Watch the speaker-usually exhibits mannerisms/gestures/vocal inflections  May indicate the degree of importance attached to portions of their presentation

Intensive Listening Listen to obtain information, solve problems, or persuade or dissuade (as in arguments) Involves greater use of analytical abilities to problems solve You should  Understand the problem  Recognized limitations  No the implications of possible solutions

Empathetic Listening When a person attempts to share another’s feelings or motions  When you take time to listen to another the courtesy is usually returned Barriers to empathetic listening  Talking too much  Nonverbal signals of disinterest Normally takes place in a one-to-one situation

Bad Listening Habits Chapter 2 Lecture Slide Faking attention Allowing disruptions Overlistening Stereotyping Dismissing subjects as uninteresting Failure to observe nonverbal aids

Effective Listeners... Minimize distractions Get in touch with the speaker Use knowledge of the speaker to advantage Indicate their active involvement Do not interrupt unnecessarily Ask reflective questions Send probing prompts to the speaker Use lag time wisely Chapter 2 Lecture Slide

Communication in Flat Organizations Horizontal communication is more important than vertical communication Much communication involves face-to- face meetings with team members rather than impersonal “hand-offs” Communication is open and more frequent Chapter 2

Characteristics of Effective Teams Common goals Role perception Longevity Size Status Group norms Leadership Chapter 2 Lecture Slide

Team Roles Isolate Dominator Free rider Detractor Digressor Airhead Socializer Facilitator Harmonizer Record keeper Reporter Leader Chapter 2 Lecture SlideNegativeNegativePositivePositive

Types of Teams Task force Single goal with limited time to achieve it Quality assurance teams (quality circle) Focuses on product or service quality Cross-functional team Joins employees from various departments to solve variety of problems such as productivity, contract estimates, planning, multidepartmental difficulties Product development Focuses on the development cycle of new products (also cross-functional) Chapter 2

Stages of Team Development Chapter 2 Lecture SlideForming Getting acquainted with each other and the task Productivity Storming Dealing with conflict, personalities, goals, and ideas Norming Developing strategies and activities that promote goal achievement Performing Reaching the optimal performance level

Team Behaviors Commitment Cooperation Communication Contribution Chapter 2 Lecture Slide

Is a normal part of group activity Does not signal that a meeting is disorderly or out of control Focuses on issues, not personalities Results from competing goals Can help to optimize outcomes Chapter 2Conflict

Problems with Groupthink Feel invulnerable Censor thoughts and reject ideas Pressure dissenters Hide disagreement Chapter 2

Face-to-Face Meetings Provide rich, nonverbal cues Are preferred when dealing with sensitive issues Are beneficial for establishing group rapport and relationships Pose logistical issues of time, place, and schedules May be dominated by overly vocal, quick-to-speak, and high status members Chapter 2 Lecture SlideAdvantagesAdvantagesLimitationsLimitations

Electronic Meetings Facilitate geographically dispersed groups Speed up meeting follow-up activities Place all participants on a more even level Cannot replace face- to-face contact for certain type meetings Can make consensus harder to reach Are dependent on participants having excellent keyboarding skills Chapter 2 Lecture SlideAdvantagesAdvantages LimitationsLimitations

Suggestions for Effective Meetings Limit meeting length and frequency Make satisfactory arrangements Distribute the agenda well in advance Encourage participation Maintain order Manage conflict and seek consensus Prepare thorough minutes Chapter 2 Lecture Slide

Security Unsecured is vulnerable to attack Secure protects the company, customer, and employee from potential attacks ─ Prevent spammers from stealing addresses ─ Prevents spam from clogging networks Stringent privacy and security laws are in place to safeguard citizens’ private electronic information Cost cannot be the only factor in implementing security measures ─ Litigation involving stolen information can be more costly than implementing security measures ─ security systems must be easy to implement and user friendly Chapter 2 — Electronic Cafe