1. Chapter 8 Nelson & Quick
Communication

2. Communication
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 originating the message
Receiver - the person receiving a message
Perceptual Screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication 2

3. The Communication Process
16.2
The Communication Process
Receiver provides verbal and nonverbal responses to sender
Sender
has idea
Sender
encodes
idea into message
Message channels
and
Noise
Receiver perceives
& decodes
message
Sender's response to feedback may trigger additional feedback to receiver
Adapted from Figure 16.1

4. Information Richness of Channels
16.6
Information Richness of Channels
Information Channel
Information Richness
Face-to-face discussion
Highest
Telephone conversations
High
Written letters/memos (individually addressed)
Moderate
Formal written documents (unaddressed bulletins or )
Low
Formal numeric documents (printouts, budget reports)
Lowest
Adapted from Figure 16.4

5. This complex process needs to be divided to be understood
Reflective Listening
Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
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 6

6. Reflective Listening Emphasizes receiver’s role
Helps the receiver & communicator clearly & fully understand the message sent
Useful in problem solving 7

7. Reflective Listening Reflective listening emphasizes
the personal elements of the communication process
the feelings communicated in the message
responding to the communicator, not leading the communicator
the role or receiver or audience
understanding people by reducing perceptual distortions and interpersonal barriers 8

8. Reflective Listening: 4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings 9

9. One-way vs. Two-way Communications
One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow
Good for giving simple directions
Fast but often less accurate than 2-way communication
Two-Way Communication - the communicator & receiver interact
Good for problem solving 10

10. Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management 11

11. Barriers to Communication
Communication Barriers -
factors that block or significantly distort successful communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language 23 12 23

12. Defensive Communication
Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing
Leads to
injured feelings
communication breakdowns
alienation
retaliatory behaviors
nonproductive efforts
problem solving failures 13

13. Nondefensive Communication
Nondefensive Communication - communication that is assertive, direct, & powerful
Provides
basis for defense when attacked
restores order, balance, and effectiveness 14

14. Two Defensiveness Patterns
Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
Dominant Defensiveness - characterized by active, aggressive, attacking behavior 15

15. Defensive Tactics Defensive Tactic Speaker Example Power Play Boss
“Finish this report by month’s end or lose your promotion.”
Put-Down
“A capable manager would already be done with this report.”
Labeling
“You must be a slow learner. Your report is still not done?”
Raising Doubts
“How can I trust you, Chris, if you can’t finish an easy report?” 16

16. Defensive Tactics Defensive Tactic Speaker Example
Misleading Information
Employee
“Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.]
Scapegoating
“Morgan did not give me input until just today.”
Hostile Jokes
“You can’t be serious! The report isn’t that important.”
Deception
“I gave it to the secretary. Did she lose it?” 16

17. Nondefensive Communication: A Powerful Tool
Speaker seen as centered, assertive, controlled, informative, realistic, and honest
Speaker exhibits self-control & self possession
Listener feels accepted rather than rejected
Catherine Crier’s rules to nondefensive communication
Define the situation
Clarify the person’s position
Acknowledge the person’s feelings
Bring the focus back to the facts 17

18. Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words
Four basic types
Proxemics - an individual’s perception & use of space
Kinesics - study of body movements, including posture
Facial & Eye Behavior - movements that add cues for the receiver
Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying 18

19. Proxemics: Territorial Space
Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture c
c = social 4-12’ a
a = intimate <1.5’ b
b = personal 1.5-4’ d
d = public >12’ 19

20. Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain positions according to the person’s purpose in communication
Cooperation
X O X
Communication O
Competition X O
Non-
Communication
O X O 20

21. Examples of Decoding Nonverbal Cues
He’s
unapproachable!
He’s angry! I’ll
stay out of his way!
Boss breathes heavily & waves arms
Boss fails to acknowledge employee’s greeting
My opinion
doesn’t count
I wonder what
he’s hiding?
No eye contact while communicating
Manager sighs deeply
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February Reprinted with permission, Personnel Journal, all rights reserved. 21

22. New Technologies for Communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems 22

23. How Do New Technologies Affect Behavior?
Fast, immediate access to information
Immediate access to people in power
Instant information exchange across distance
Makes schedules & office hours irrelevant
May equalize group power
May equalize group participation 23

24. How Do New Technologies Affect Behavior?
Communication can become more impersonal--interaction with a machine
Interpersonal skills may diminish--less tact, less graciousness
Non-verbal cues lacking
Alters social context
Easy to become overwhelmed with information
Encourages polyphasic activity 24