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Chapter 6
Enhancing Group and Team Communication Skills
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2. Verbal dynamics: barriers
Bypassing: two people assign different meanings to words
Allness: simple and untrue generalizations or stereotypes
Fact-inference: not fact, but conclusion drawn
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Types of listening
Hearing message sent
Analyzing determining purpose of speaker
Empathizing requires concentration & sensitivity
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4. Barriers to Effective Listening
Prejudging communicator
Prejudging communication
Rehearsing response
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Active listening
Stop
Look
Listen
Ask questions
Paraphrase content
Paraphrase feelings
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6. Nonverbal communication
Behavior that does not rely on written or spoken words
Includes body posture & movement, eye contact, facial expression, seating arrangement, spatial relationship, personal appearance, use of time & tone of voice
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7. Importance to groups & teams
More time spent communicating nonverbally than verbally
Nonverbal cues more credible than verbal messages
Emotions & feelings expressed nonverbally
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8. Ekman &Friesen categories
Emblems-replace spoken word
Illustrators- accompany verbal message
Affect displays-display emotion
Regulators-control flow
Adaptors- satisfy personal needs
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Eye contact functions
Cognitive - cues about thought process
Monitoring- seek feedback from others
Regulatory- control flow of conversation
Expressive-reveal emotions, feelings, attitudes
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Facial expressions
Facial primacy: most important for revealing emotions
20,000 expressions
Six primary emotions: happiness, anger, surprise, sadness, disgust, & fear
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Vocal cues
Paralanguage is pitch, rate, volume, & voice quality
Help make inferences about competence, personality & emotional states
Include pronunciation & articulation & filled & unfilled pauses
Should be evaluated in context of other behaviors
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Territoriality
Personal space-stake out and defend areas
Small group ecology- consistent way people arrange themselves
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Personal appearance
Dress
Hairstyle
Weight
Height
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14. Attractive individuals perceived to be...
More effective in changing attitudes
More credible
Happier
More popular
More sociable
More successful
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15. Other nonverbal factors...
Communication environment
clean, well-lighted place
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Deception indicators
Longer response time to questions
Reduced eye contact
Increased shifts in position
More hand/ shrug emblems
More adaptors
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17. Deception (continued)
Unfilled pauses
Less smiling
Slower speech
Higher pitch
Deliberate pronunciation & articulation
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Interpreting clues
Consider context
Look for clusters of clues
Consider idiosyncrasies
Consider cultural & gender differences
Learn from past experiences
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19. Look for clues that communicate:
Immediacy-liking & disliking
Power-influence & status
Responsiveness-interest & attention
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