1. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 1 ©2001 by Prentice Hall, Inc. Chapter 7

2. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 2 ©2001 by Prentice Hall, Inc. Objectives Understand the transactional model of communication List common sources of distortion in communication Identify gender differences in communication Describe and identify the five response styles

3. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 3 ©2001 by Prentice Hall, Inc....Objectives Explain how to create a nondefensive communication climate Recognize assertive communication and utilize I-statements Improve your active listening skills

4. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 4 ©2001 by Prentice Hall, Inc. Transactional Model of Communication A’s Field of Experience B’s Field of Experience Shared Field of Experience & Symbolic Interactions Over Time Communicator B Communicator A Noise

5. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 5 ©2001 by Prentice Hall, Inc. Arc of Distortion What A communicates but does not intend Arc of distortion What A intends to communicate Receiver B A Sender

6. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 6 ©2001 by Prentice Hall, Inc. Sources of Distortion Encoding and decoding errors Personal differences Perception Gender differences

7. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 7 ©2001 by Prentice Hall, Inc. …Sources of Distortion Noise (environmental, physiological, emotional) Absence of feedback Poor listening skills Defensiveness

8. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 8 ©2001 by Prentice Hall, Inc. Women Relationships/equality Self-deprecating Humble More questions Ritual apologies Gender Differences in Communication Men Being one up/not one down Take credit Confident Fewer questions Fewer apologies

9. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 9 ©2001 by Prentice Hall, Inc....Gender Differences in Communication Ritualistic fighting Ritualistic compliments MenWomen Minimize doubts Downplay certainty Blunt feedback Mix criticism with praise

10. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 10 ©2001 by Prentice Hall, Inc. Women Are More Likely To... Be interrupted when they speak Have their statements redefined by men Use qualifiers Use disclaimers Be polite Frame orders as questions Use intensifiers

11. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 11 ©2001 by Prentice Hall, Inc. Meaning Lies in People Not Words People are unique so they encode and decode messages differently Only 7% of meaning comes from words Words have different connotations for different groups.

12. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 12 ©2001 by Prentice Hall, Inc. Response Styles Evaluative Interpretive Supportive Probing Understanding

13. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 13 ©2001 by Prentice Hall, Inc. Defensive/Nondefensive Communication Climates

14. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 14 ©2001 by Prentice Hall, Inc. Assertiveness is the ability to communicate clearly and directly what you need or want

15. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 15 ©2001 by Prentice Hall, Inc. I-Statements Effect Feeling Behavior

16. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 16 ©2001 by Prentice Hall, Inc. 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. I-Statements

17. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 17 ©2001 by Prentice Hall, Inc. Congruent Communication Thoughts Feelings

18. Organizational Behavior: An Experiential Approach 7/E Joyce S. Osland, David A. Kolb, and Irwin M. Rubin 18 ©2001 by Prentice Hall, Inc. Active Listening Being nonevaluative Paraphrasing Reflecting implications Reflecting underlying feelings Inviting further contributions Using nonverbal responses