1. Interpersonal Communication
Chapter 8
Interpersonal Communication

2. Objectives Understand the transactional model of communication
List common sources of distortion in communication
Identify gender differences in communication
Identify cultural differences in communication
Describe and identify the five response styles
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
8 -1

3. …Objectives
Explain how to create a non-defensive communication climate
Recognize assertive communication and utilize I-statements
Improve your active listening skills
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
8 -2

4. Communication - Defined
Communication is the process by which information is exchanged between communicators with the goal of achieving mutual understanding
Organizational Behavior: An Experiential Approach 8/E
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5. Transactional Model of Communication
A’s Field of Experience
Communicator A
Shared Field of Experience
and Symbolic Interactions over Time
Noise
Communicator B
B’s Field of Experience
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6. Noise is anything that interferes with the intended communication
Noise - Defined
Noise is anything that interferes with the intended communication
Three types of noise:
Environmental
Physiological
Emotional
Noise
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
8 -5

7. Arc of Distortion What A communicates but does not intend
What A intends to communicate B
Sender
Receiver
Organizational Behavior: An Experiential Approach 8/E
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8. Sources of Distortion - Barriers to Communication
Poor relationships
Lack of clarity
Individual differences in encoding/decoding
Gender
Perception
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
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9. …Sources of Distortion - Barriers to Communication
Culture
Misinterpretation of nonverbal communication
Defensiveness
Lack of feedback and clarification
Poor listening skills
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
8 -8

10. Meaning Lies in People not Words
People are unique so they encode and decode messages differently
Only 7% of meaning comes from words – 55% comes from facial expressions and posture and 38% from vocal intonation and inflection
Words have different connotations for different groups
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
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11. Gender Differences in Communication
Women
Concern: connect
Maintain relationships
Seek and give confirmation and support
Aim for consensus
When arguing, ask more questions and agree more; challenge less
Men
Concern: status
Being one up/not one down
Aim for dominance
Ch. 7 If you wanted to slap a woman on the left side and a man on the right, that might work here. Up to you.
Gender
Role
Stereotypes
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
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12. Gender Differences and Power
Men and people of high status talk more than women and people of low status
In formal meetings, men are more likely to:
gain and keep the floor for more time, regardless of status
interrupt others
control the topic
redefine what women say
But some women
in powerful positions
also interrupt
others
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
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13. Women Are More Likely To...
Be interrupted when they speak
Use qualifiers (maybe, perhaps, sort of)
Use disclaimers (I’m not really sure…)
Phrase orders politely
Frame orders as questions
Use intensifiers
Organizational Behavior: An Experiential Approach 8/E
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8 -12

14. Cultural Communication Styles
Low versus high context
Direct versus indirect
Self-enhancement versus self-effacement
Use of silence and nonverbal gestures
Organizational Behavior: An Experiential Approach 8/E
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15. Low Vs. High Context Low-Context Relies on explicit verbal messages
Onus on sender to craft and transmit a clear message
Found in individualistic cultures
High-Context
Relies on information in the physical context or internalized in the person
Onus on listener to “read” meaning into message
Found in collectivist cultures
Organizational Behavior: An Experiential Approach 8/E
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16. Direct Vs. Indirect Indirect Direct Implicit/camouflaged messages
Explicit messages
Forthright tone of voice
Indirect
Implicit/camouflaged messages
Verbal statements hide speaker’s meaning
Organizational Behavior: An Experiential Approach 8/E
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17. Self-enhancement Vs. Self-effacement
Boast about accomplishments and abilities
Self-effacement
Emphasize humility
Modest talk
Verbal restraints
Hesitations
Self-deprecation
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18. Silence and Nonverbal Gesture
Interpreted differently across cultures:
Silence
Respect
Disapproval
Harmony
Lack of understanding
Nonverbal gestures
Body movements
Facial expressions
Tone of voice
Organizational Behavior: An Experiential Approach 8/E
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19. Response Styles Evaluative Interpretive Supportive Probing
Understanding
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20. Defensive/Non-defensive Communication Climates
Defensive Climates
Evaluation
Control
Strategy
Neutrality
Superiority
Certainty
Supportive Climates
Description
Problem orientation
Spontaneity
Empathy
Equality
Provisionalism
Organizational Behavior: An Experiential Approach 8/E
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21. Assertiveness Defined
The ability to communicate clearly and
directly what you need or want
Organizational Behavior: An Experiential Approach 8/E
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22. I-Statements Behavior Effect Feeling 8 -21
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23. I-Statements When you come late to class, it
disrupts what’s going on and we have to
stop to orient you and figure out what
group you should join –
and that’s annoying
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24. Congruent Communication
Thoughts
Feelings
Feelings
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25. Active Listening Being non-evaluative Paraphrasing
Reflecting implications
Reflecting underlying feelings
Inviting further contributions
Using nonverbal response
Organizational Behavior: An Experiential Approach 8/E
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26. Communication Channels
Rich communication (multiple channels):
Verbal
Visual
Nonverbal
Emotional
e.g., face-to-face
Lean communication (limited channels):
Language alone
e.g., , emoticons
Organizational Behavior: An Experiential Approach 8/E
Joyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner
8 -25