1. Learning Outcomes © 2009 Cengage Learning. All rights reserved. Chapter 8 Communication Learning Outcomes 1 Describe the interpersonal communication process and the role of listening in the process. 2 Describe the five communication skills of effective supervisors. 3 Explain five communication barriers and gateways through them. 4 Distinguish between defensive and nondefensive communication. 5 Explain the impact of nonverbal communication. 6 Explain positive, healthy communication. 7 Identify communication technologies and how they affect the communication process.

2. © 2009 Cengage Learning. All rights reserved. Learning Outcome Describe the interpersonal communication process and the role of listening in the process. 1

3. © 2009 Cengage Learning. All rights reserved. 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

4. © 2009 Cengage Learning. All rights reserved. Communication Message – the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback Loop – the pathway that completes two-way communication Language – the words, their pronunciation, and the methods of combining them used and understood by a group of people

5. © 2009 Cengage Learning. All rights reserved. Communication 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

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

7. © 2009 Cengage Learning. All rights reserved. Information Richness & Data Capacity SOURCE: E. A. Gerloff in Research in Organizational Behavior 6 1984: 191-233. “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc. MEDIA

8. 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 What I heard you say was we will understand the process better if we break it into steps This complex process needs to be divided to be understood

9. © 2009 Cengage Learning. All rights reserved. Reflective Listening Emphasizes receiver’s role Helps the receiver and communicator clearly and fully understand the message sent Useful in problem solving

10. © 2009 Cengage Learning. All rights reserved. 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

11. © 2009 Cengage Learning. All rights reserved. REFLECTIVE LISTENING Affirm Contact Communicates attentiveness Provides reassurance in expressing thoughts and feelings Paraphrase Reflects back to speaker what has been heard; assures accuracy Builds empathy, openness, acceptance Clarify the Implicit Bring out unspoken (but evident) thoughts and feelings Builds greater awareness Reflect “core” feelings Restate important thoughts and feelings Exercise caution; danger of overreaching VERBAL

12. © 2009 Cengage Learning. All rights reserved. REFLECTIVE LISTENING Silence Listener: Sort out thoughts and feelings Identify and isolate personal responses Speaker: Useful for thinking Determine how to express difficult ideas or feelings Eye Contact Useful to open a relationship Improves communication Be aware of cultural differences Use moderate eye contact Use times of no eye contact for privacy and control NONVERBAL

13. © 2009 Cengage Learning. All rights reserved. Evaluate yourself: Which of these items do you most need to work on? Think of specific times you had a difficult communication with a coworker or peer. Jennifer Grau, communication skills instructor: “Sometimes the hardest part of listening is the mental part of getting yourself willing.” Ways to improve your reflective listening skills: Stop talking Put the speaker at ease Show the speaker you want to listen Remove distractions Empathize with the speaker Be patient Hold your temper Go easy on criticism Ask questions, paraphrase, and clarify Stop talking! Be sure the speaker has finished before you talk. Beyond the Book: Listen Up!

14. © 2009 Cengage Learning. All rights reserved. One-way vs. Two-way Communication Two-Way Communication – the communicator and receiver interact Good for problem solving One-Way Communication – 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 two-way communication

15. © 2009 Cengage Learning. All rights reserved. Learning Outcome Describe the five communication skills of effective supervisors. 2

16. © 2009 Cengage Learning. All rights reserved. Five Keys to Effective Supervisory Communication Expressive speaking Empathetic listening Persuasive leadership Sensitivity to feelings Informative management

17. © 2009 Cengage Learning. All rights reserved. Learning Outcome Explain five communication barriers and gateways through them. 3

18. Physical separation Status differences Gender differences Cultural diversity Language Barriers to Communication Communication Barriers – factors that block or significantly distort successful communication Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved

19. © 2009 Cengage Learning. All rights reserved. Physical separation gateways –Periodic face-to-face interactions –Regular meetings for interrelated units Status differences gateways –Effective supervisory skills –Feelings of security for employees –Informational technology communication methods Gateways to Communication f Communication Gateways – factors that are antidotes to communication problems

20. © 2009 Cengage Learning. All rights reserved. [ Gender differences gateways ] – Awareness of gender-specific differences in communication [ Cultural diversity gateways ] – Increased awareness and sensitivity [ Language gateways ] – Simple, direct, declarative language – Use brief sentences – Speak in the language of the listener – Avoid jargon or technical language Gateways to Communication

21. © 2009 Cengage Learning. All rights reserved. Learning Outcome Distinguish between defensive and nondefensive communication 4

22. © 2009 Cengage Learning. All rights reserved. Defensive Communication communication that can be aggressive, attacking and angry, or passive and withdrawing

23. © 2009 Cengage Learning. All rights reserved. Defensive Communication [ Leads to ] –injured feelings –communication breakdowns –alienation –retaliatory behaviors –nonproductive efforts –problem solving failures

24. © 2009 Cengage Learning. All rights reserved. Nondefensive Communication communication that is assertive, direct, and powerful

25. © 2009 Cengage Learning. All rights reserved. Nondefensive Communication [ Provides ] –basis for defense when attacked –restores order, balance, and effectiveness

26. © 2009 Cengage Learning. All rights reserved. Two Defensiveness Patterns Dominant Defensiveness – Dominant Defensiveness – characterized by active, aggressive, attacking behavior Subordinate Defensiveness – Subordinate Defensiveness – characterized by passive, submissive, withdrawing behavior

27. © 2009 Cengage Learning. All rights reserved. Defensive Tactics: Boss Defensive TacticExample Power Play“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?”

28. © 2009 Cengage Learning. All rights reserved. Defensive Tactics: Employee Defensive Tactic Example Misleading Information “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] Scapegoating“Morgan 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?”

29. © 2009 Cengage Learning. All rights reserved. Nondefensive Communication: A Powerful Tool Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control and self possession Enhances relationship building Listener feels accepted rather than rejected

30. © 2009 Cengage Learning. All rights reserved. Learning Outcome Explain the impact of nonverbal communication. 5

31. © 2009 Cengage Learning. All rights reserved. Nonverbal Communication all elements of communication that do not involve words

32. © 2009 Cengage Learning. All rights reserved. Types of Nonverbal Communication –Proxemics – an individual’s perception and use of space –Kinesics – study of body movements, including posture –Facial and Eye Behavior – movements that add cues for the receiver –Paralanguage – variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, and crying

33. © 2009 Cengage Learning. All rights reserved. c c = social 4-12’ b b = personal 1.5-4’ Proxemics: Territorial Space Territorial Space – bands of space extending outward from the body; territorial space differs from culture to culture a a = intimate <1.5’ d d = public >12’

34. © 2009 Cengage Learning. All rights reserved. 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 X Communication O

35. © 2009 Cengage Learning. All rights reserved. Paralanguage Variations in speech send messages What message is sent by –High-pitched, breathy voice –Rapid, loud speech –Interruptions –Tongue clucking

36. Examples of DECODING NONVERBAL CUES No eye contact while communicating Manager sighs deeply Boss breathes heavily and waves arms Boss fails to acknowledge employee’s greeting He’s unapproachable! My opinion doesn’t count I wonder what he’s hiding? He’s angry! I’ll stay out of his way! SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.

37. © 2009 Cengage Learning. All rights reserved. Learning Outcome Explain positive, healthy communication. 6

38. © 2009 Cengage Learning. All rights reserved. Communicative Disease the absence of heartfelt communication in human relationships leading to loneliness and social isolation

39. © 2009 Cengage Learning. All rights reserved. Positive, Healthy Communication Emotional Competence Personal Integrity Head-to- Heart Dialogue

40. © 2009 Cengage Learning. All rights reserved. Learning Outcome Identify communication technologies and how they affect the communication process. 7

41. © 2009 Cengage Learning. All rights reserved. Information Communication Technology (ICT) Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

42. © 2009 Cengage Learning. All rights reserved. Characteristics of ICT Instant exchange of information across geographic boundaries and time zones Schedules and office hours become irrelevant Normal considerations of time and distance less important

43. © 2009 Cengage Learning. All rights reserved. How ITC Affects Behavior Impersonal— interaction with a machine Flaming, rude, or obscene outbursts Bluntness Intimacy Uninhibitedness Interpersonal skills—tact and graciousness Nonverbal cues— emotional element Clues to power, organizational position, departmental membership

44. © 2009 Cengage Learning. All rights reserved. Other Ways ICT Affect Behavior Alters group interaction –Equalize participation –Less influence from dominant people Information overload Overwhelmed feelings Can’t get away from work Multi-tasking Increases impatience with face-to-face communication

45. © 2009 Cengage Learning. All rights reserved. Strive for message completenessBuild in opportunities for feedbackDo not anticipate immediate response“Is the communication really necessary?”“Disconnect” from technologyProvide workplace social interactions EFFECTIVE USE OF ITC TIPS FOR