1. PowerPoint™ Presentations prepared by: Naomi Young University of California, San Diego Human Communication: The Basic Course Twelfth Edition Joseph A. DeVito Hunter College of the City University of New York

2. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Chapter Seven: Interpersonal Communication – Conversation

3. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. 3 Chapter Goals Learn About:   How the process of conversation works   How you can become a more satisfying and more effective conversationalist Learn To:   Engage in conversation that is satisfying and mutually productive   Apply the skills of interpersonal communication to a wide variety of situations Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

4.  Occurs whether face-to-face or online  Variations depend on specifics of  Five steps or stages The Conversation Process

5. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Verbal or nonverbal greeting  Reciprocated Opening Opening

6. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Focus of conversation  Identify tone  In e-mail the title is the feedforward Opening Feedforward Feedforward

7. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Substance of conversation  Exchange of roles  No permanent record Opening Feedforward Business Business

8. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Signal end of business  May backup to business if other not finished Opening Feedforward Business Feedback Feedback

9. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Signals end of conversation  Express pleasure in interaction  Leave-Taking cues Opening Feedforward Business Feedback Closing Closing

10. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Turn-taking  Speaker cues  Listener cues Principles Of Conversations

11. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Listener Cues  Turn requesting cues  Turn denying cues  Backchanneling cues –agreement/ disagreement –Involvement –to pace speaker –clarification  Interruptions

12. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Person is both sender and reciever  Dialogue v. monologue Principle of Dialogue

13. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. The Principle of Immediacy –Self-disclose –Refer to the other person’s good qualities –Express your positive view of the other person –and of your relationship –Talk about commonalities –Demonstrate your responsiveness –Express psychological closeness and openness –Maintain appropriate eye contact –Smile and express your interest –Focus on the other person’s remarks

14. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. The Principle of Flexibility  Analyze specific conversational situation  Consider available choices  Estimate potential advantages and disadvantages  Competently communicate your choice

15. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Everyday Conversations  Making small talk  Introducing other people or ourselves ourselves  Excusing and apologizing  Complimenting  Offering advice

16. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.  Excuses –I didn’t do it –It wasn’t so bad –Yes, but…  Motive for excuses  Good and bad excuses Repairing Conversational Problems

17. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. The Apology  An expression of regret  The do’s and don’ts for effective apologies

18. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Complimenting  A message of praise, flattery, or congratulations  Giving a compliment  Receiving a compliment

19. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Advice  Meta-advice –To explore options and choices –Seek expert advice –Delay decision  Giving advice –Listen –Empathize –Be tentative –Ensure understanding –Keep the interaction confidential –Avoid should statements

20. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Responding to Advice  Accept what the person says  Resist retaliation or criticism of the advice-giver  Interact with the advice  Express your appreciation

21. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Knowledge to Action Feedback and feedforward are often the part of your message best remembered. How can you structure your messages to utilize this fact?