1. Lecture 7: Conversation and Conflict Introduction to Communication

2. Conversation 1.Opening – Can be verbal and non-verbal but mostly both 2.Feed –forward – Open the channels of communication (Phatic communication) – Altercasting – a statement that placing the receiver in a specific role and requesting that the receiver respond in terms of this assumed As an advertising manager what would you do? – Disclaimer – a statement to persuade listener to hear your message Don’t say anything until you hear my side

3. Conversation (Con’t) 3.Business – Turn-taking = Face to face conversation that participants exchange role of the speaker and listener frequently through interaction – Leave-taking cues = signal that the other person wants to end the conversation or the e-mail relationship – Monologue Vs Dialogue (may creates ambiguity)

4. Conversation (Con’t) 4.Feedback – Negative Vs Positive (critical and supportive) 5.Closing – “the good bye” – non verbal might be same as opening – Don’t want prolong and won’t impolite, How? NRN Hope this helps FYI End it with Thank you in advance, and start it with help or please

5. Reflection on the Model of Conversation Not all conversations divide neatly into those five steps – Opening and Feedforward often are combined E.g., “Hey, listen to this” – Culture respect otherwise may interpret violations and damage entire conversations Wow, You’ve gained few pounds Conducting business “Well what’s wrong”

6. Effective Conversation General Conversational Skills Specific Conversational Skills

7. General Conversational Skills – Mindfulness – thinking or behaving – Flexibility – situation – Cultural sensitivity – aware of cultural differences – Metacommunication – communication refers to other communication

8. How to increases? – Mindfulness – thinking or behaving Relying on first impression Create categories Open new information – Flexibility – situation Realise that no two situations people are exactly alike Realise that different situation offer different options

9. How to increases? (con’t) – Metacommunication – communication refers to other communication Explain the feelings Paraphrase complex message Use metacommunication when to clarify communication patterns between yourself and another person – (I’d like to talk about the way you talk about me to you friends – Cultural sensitivity – aware of cultural differences Recognise differences Conscious – resist to assume that works in your culture will work to other culture

10. Specific Conversational Skills Openness - willingness to self disclose Empathy – an ability to feel what another person feels from perspective on you Positiveness - “ I feel good when you are asking me questions” Immediacy – joining speaker and listener (togetherness) to convey sense of interest and attention

11. Specific Conversational Skills Interaction management – regulate and carry interpersonal interaction Expressiveness – communicating with genuine involvement (expression) Other-orientation – attentiveness and interest in what other person says

12. How to increases? Openness – Self disclose when appropriate – Respond to others Empathy – Avoid evaluating or judging but try to understand – Focus on concentration – Self-disclose to communicate your understanding

13. How to increases? Positiveness – Positive thinking – Express satisfaction Immediacy – Use the other person’s name rater than “you” – Eye contact and physical closeness Expressiveness – Use appropriate gestures

14. How to increases? Other-orientation – Show consideration and respect – Focus on message and attention