Chapter 8 Communication

Transcription

1 Chapter 8 Communication s Learnin ng Outcome 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 the 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. 1 Learning Outcome Describe the interpersonal communication process and the role of listening in the process. 1

2 Terms to Know 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 sending the message Receiver the person receiving a message Terms to Know Perceptual Screen windows through which we interact; allows the message to transmit smoothly, or they can cause distinction Message the thoughts and feelings that the communicator intends to evoke in the receiver Feedback occurs when information is fed back to the sender that completes two-way communication Language the words, their pronunciation, and the methods of combining them used and understood by a group of people 2

3 Terms to Know Data uninterpreted and unanalyzed elements of a message Information data with meaning to the person who interprets or analyzes them Richness the ability of a medium to convey meaning to a receiver Basic Interpersonal Communication Model 3

4 Information Richness & Data Capacity Reflective Listening the skill of listening carefully to another person and repeating it back to the speaker This complex process needs to be divided to be understood What I heard you say was we will understand the process better if we break it into steps 4

5 Reflective Listening Helps communicator clarify intended d message and correct misunderstandings Emphasizes role of the receiver Especially useful in problem solving. Emphases of Reflective Listening The personal elements of the communication process The feelings communicated in the message Rational and considerate response 5

6 VER RBAL 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 ERBAL NONV REFLECTIVE LISTENING Silence Speaker: Useful for thinking Determine how to express difficult ideas or feelings Listener: Sort out thoughts and feelings Identify and isolate personal responses 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 6

7 Beyond the Book: Listen Up! 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. 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 Cengage Learning. All rights reserved. One-way vs. Two-way Communication One-Way Communication a person sends a message to another and no questions, feedback, or interaction follow Good for giving simple directions Efficient, but often less accurate Two-Way Communication an exchange of thoughts and/or feelings, through which shared meaning often occurs. Good for problem solving 7

8 2 Learning Outcome Describe the five communication skills of effective supervisors. Five Keys to Effective Supervisory Communication Expressiveness Empathy Sensitivity Persuasion Informative 8

9 3 Learning Outcome Explain five communication barriers and gateways through them. Barriers to Communication Factors that distort, disrupt or even halt successful communication Physical separation Status differences Gender differences Cultural diversity Language 9

10 Gateways to Communication Openings that break down communication barriers Requires awareness and recognition Gateways to Communication [Gender differences gateways] Awareness of gender-specific differences in communication [Cultural diversity gateways] Increased awareness and sensitivity Acquiring a guide for for understanding and interacting with members of other cultures [Language gateways] Speak in the native language of the listener Avoid jargon or technical language 10

11 4 Learning Outcome Distinguish between defensive and nondefensive communication Defensive Communication aggressive, malevolent messages as well as passive, withdrawn messages 11

12 Defensive Communication [Leads to] injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures Nondefensive Communication communication that is assertive, direct, and powerful 12

13 Nondefensive Communication [Provides] positive and productive basis for asserting and defending oneself against aggression. restores order, balance, and effectiveness to working relationships Two Defensiveness Patterns Subordinate Defensiveness characterized by passive, submissive behavior You are right, I am wrong. Dominant Defensiveness Dominant Defensiveness characterized by overtly aggressive and domineering behavior. I am right. 13

14 Defensive Tactics Defensive Tactic Power Play Labeling Misleading Information Hostile Jokes Example Finish this report by month s end or lose your promotion. You must be a slow learner. Your report is still not done? He didn t finish the report because he was out drinking last night. Can you finish the report, or are you too stupid? Nondefensive Communication: A Powerful Tool An alternative to defensive communication. Centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control and selfpossession. Speaker exhibits self-control and self possession Enhances relationship building Listener feels accepted rather than rejected 14

15 5 Learning Outcome Explain the impact of nonverbal communication. Nonverbal Communication all elements of communication that do not involve words 15

16 Types of Nonverbal Communication Proxemics Kinesics Facial and Eye Behavior Paralanguage Proxemics Territorial Space bands of space extending outward from the body; territorial space differs from culture to culture Zone a: intimate space: significant others, spouses, family members. Zone b: personal distance: friendships Zone c: social distance: business associates and acquaintances. Zone d: public distance: strangers 2011 Cengage Learning. All rights reserved. 16

17 Proxemics Seating dynamics seating people in certain positions according to the person s purpose in communication 2011 Cengage Learning. All rights reserved. Kinesics Different gestures mean different things in different cultures Cengage Learning. All rights reserved. 17

18 Facial and Eye Behavior Facial expression and eye behavior are used to communicate an emotional state, reveal behavioral intentions, cue the receiver or give unintended clues 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 18

19 6 Learning Outcome Explain positive, healthy communication. Communicative Disease the absence of heartfelt communication in human relationships leading to loneliness and social isolation 19

20 Positive, Healthy Communication Head-to-Heart Dialogue Emotional Competence Personal Integrity 7 Learning Outcome Identify communication technologies and how they affect the communication process. 20

21 Information Communication Technology (ICT) Information databases Voice mail Smartphones Video conferencing 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 21

22 How ICT Affects Behavior Impersonal in nature Decrease in interpersonal skills Eliminates non-verbal cues Alters social context of exchange Equalizes participation Increases potential for overload Encourage multi-tasking May make people less patient with face-to-face communication 1. This chapter defines communication as creating a shared or common meaning in another person. Do you perceive Coach Gaines as having reached that communication goal? Why or why not? Friday Night Lights 2. The chapter described an Interpersonal Communication Model. What are examples from this film sequence of each part of the model? 3. Assess the effectiveness of this communication event. How do you expect team members and the assistant coaches to react in the second half of the game? 22