1. Presentation Prepared by: Nader H. Chaaban, Ph.D. Montgomery College Rockville, Maryland McGraw-Hill/Irwin © 2012 McGraw-Hill Companies. All Rights Reserved.

2. 2-2 CHAPTER 2 COMMUNICATION PROCESSES

3. 2-3 COMMUNICATION PROCESSES Communication Language Behavior Self-Disclosure Interaction Roles Review of the Systems Approach

4. 2-4 COMMUNICATION Emotional Intelligence (EI)  Daniel Goleman states that leaders must build consensus, see things from the perspectives of others, and promote cooperation, while avoiding conflicts (Odell, 2003).  EI is a combination of intrapersonal communication (personal competence) and interpersonal communication (social competence).

5. 2-5 COMMUNICATION Communication Defined  O ’ Hair, Friedrich, and Shaver (1998) identify six key components of effective communication skills: 1.Creative insight 2.Sensitivity 3.Vision 4.Versatility 5.Focus 6.Patience

6. 2-6 COMMUNICATION Intentional-Unintentional Communication  Intentional messages have a purpose  to get our point across;  to persuade another;  to prompt action;  or simply to have fun  Unintentional messages are not purposeful, but may be transmitted by action as well as by words.  Like the intended message, feedback also has content and relationship levels.

7. 2-7 COMMUNICATION Intentional-Unintentional Communication  The arc of distortion is the gap between what we intend to communicate and what is actually received  Effective feedback should (1) be clear and understandable, (2) come from a trusted person, and (3) be as immediate as possible.

8. 2-8 COMMUNICATION Verbal-Nonverbal Communication  Visual cues  Facial expression  Eye contact  Body positioning  Hand gestures  Style of dress  Physical appearance  Body movements

9. 2-9 COMMUNICATION Verbal-Nonverbal Communication  Vocal Cues  Vocal cues include regional dialects, methods of pronunciation, and the five major factors:  Volume  Rate and fluency  Pitch  Quality  Inflection

10. 2-10 COMMUNICATION Defensive-Supportive Communication Supportive ClimatesDefensive Climates DescriptionEvaluation Problem orientationControl SpontaneityStrategy EmpathyNeutrality EqualitySuperiority ProvisionalismCertainty

11. 2-11 COMMUNICATION Content and Process of Communication  One rather difficult distinction to make about group discussion is the difference between the content of the discussion and the process.

12. 2-12 COMMUNICATION Listening  When we can make the other person feel really understood, we are often seen as effective communicators.

13. 2-13 COMMUNICATION Listening  Improving listening skills: 1. Pay attention to differences in thinking styles. 2. Listen for the subtext 3. Suspend judgment when hearing something new. 4. Explain things in the other person ’ s thinking pattern, not always your own. 5. Remember that ‘ truth ’ is relative to the individual brain-mind system in which it arises, and to the language system used to construct it. 6. To change the way you ’ re feeling, change what you ’ re doing.

14. 2-14 LANGUAGE BEHAVIOR General semantics is the study of the interaction between verbal symbols and the thought patterns associated with them.

15. 2-15 LANGUAGE BARRIERS Bypassing  In group discussions, the entire focus of the discussion may be diverted by a difference in interpretation of a given word.

16. 2-16 LANGUAGE BEHAVIOR Inference Making  Inferences involve going beyond the facts.  It is wise to recognize that analyses often involve inferences that go beyond what we have observed and involve some probability for error.

17. 2-17 LANGUAGE BEHAVIOR Polarizing  Polarizing is defined as “ the process that causes people who had been staying neutral to take sides in a conflict ” (The University of Colorado Conflict Research Consortium).  When people polarize, they perceive things to be at the ends of the continuum, such as terrible-fantastic, huge-miniscule, and so on.

18. 2-18 THE END