C hapter Eighteen Psychology at Work in the Global Economy © 2012 John Wiley & Sons, Inc. All rights reserved.

COMMUNICATION © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication Interdependent process of sending, receiving, and understanding messages What are examples of communication? Why do we communicate? © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication Key Elements in the Communication Process Senders Receivers Messagepersonal, impersonal Encodingput ideas into meaningful symbols Decodinginterpretation Channelssensory, environmental; three directions of flow; formal, informal Noiseinternal, external Contextphysical setting, relationship issues, psychological climate © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Nonverbal Communication Process of sending and receiving messages through means other than words Includes many things, such as: Eye contact Clothing Physical appearance Facial expressions Kinesics Proxemics Paralanguage © 2012 John Wiley & Sons, Inc. All rights reserved.

Nonverbal Communication Kinesics A form of nonverbal communication using gestures and body language; some culture specific, some universal © 2012 John Wiley & Sons, Inc. All rights reserved.

Nonverbal Communication Proxemics A form of nonverbal communication involving physical and personal space © 2012 John Wiley & Sons, Inc. All rights reserved.

Nonverbal Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Nonverbal Communication Paralanguage Form of nonverbal communication that includes the pace, pitch, and volume at which words are spoken, and the tone of voice and inflections used by the speaker © 2012 John Wiley & Sons, Inc. All rights reserved.

Communication Blocks © 2012 John Wiley & Sons, Inc. All rights reserved.

Promoting Good Communication Audience Analysis Know your audience Must be ready, willing, and able to listen Active and Empathic Listening Requires full attention and taking anothers point of view Effective Feedback Know if message was received and understood © 2012 John Wiley & Sons, Inc. All rights reserved.

Tips for Effective Feedback Be constructive, not destructive Emphasize specific, changeable behaviors Focus on current behavior, not the past Avoid the four dirty wordsshould, ought, always, never Consider set and setting © 2012 John Wiley & Sons, Inc. All rights reserved.

PERSUASION © 2012 John Wiley & Sons, Inc. All rights reserved.

Persuasion Communication intended to change attitudes © 2012 John Wiley & Sons, Inc. All rights reserved.

Elements of Persuasion © 2012 John Wiley & Sons, Inc. All rights reserved.

Elements of Persuasion Who/The Source Trustworthiness, credibility, attractiveness, fast talk What/The Message Two-sided arguments, emotional appeals, logic/reason Whom/The Audience Audience analysis © 2012 John Wiley & Sons, Inc. All rights reserved. ANIMATION Classical Conditioning Tutorial

Elements of Persuasion How/The Channel Repeated Exposureincreased familiarity Classical Conditioningpair with pleasant stimuli Foot-in-the-Door Techniquea first, small request is used as a setup for a later, larger request © 2012 John Wiley & Sons, Inc. All rights reserved. WILEY VIDEO Learning from Babies

Elements of Persuasion How/The Channel Door-in-the-Face Techniquebeginning with a very large, intrusive request followed by a smaller request Lowball Techniquegetting someone to commit to an attractive proposal before revealing the hidden costs Bait-and-Switch Techniqueoffering an attractive proposal, then making it unavailable or unappealing and offering a more costly alternative © 2012 John Wiley & Sons, Inc. All rights reserved.

Routes of Persuasion Central Route Method of persuasion in which a highly involved, motivated, and attentive audience is convinced on the basis of logic and careful analysis of the arguments Need for Cognition personality trait reflecting the extent to which people engage in and enjoy effortful cognitive activities Peripheral Route Method of persuasion in which an uninvolved, unmotivated, and inattentive audience is convinced on the basis of irrelevant or extraneous factors © 2012 John Wiley & Sons, Inc. All rights reserved.

Routes of Persuasion © 2012 John Wiley & Sons, Inc. All rights reserved.

CONFLICT © 2012 John Wiley & Sons, Inc. All rights reserved.

Conflict Forced choice between two or more incompatible goals or impulses Can be dysfunctional or functional © 2012 John Wiley & Sons, Inc. All rights reserved.

Conflict Intrapersonal Approach-approach Approach-avoidance Avoidance-avoidance Interpersonal Substantive conflict disagreement between individuals or organizations over the goals to be pursued or the means for their accomplishment Emotional conflictdifficulties between individuals or organizations that arise over feelings of anger, mistrust, dislike, fear, and the like © 2012 John Wiley & Sons, Inc. All rights reserved.

Sources of Conflict © 2012 John Wiley & Sons, Inc. All rights reserved.

Conflict Resolution Possible Approaches Avoidance Accommodation focus on agreement, downplay conflict Compromise Authoritative command outside authority imposes a solution Collaboration problem solving © 2012 John Wiley & Sons, Inc. All rights reserved.

Gender and Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Gender and Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Culture and Commun ication Differing expectations and norms Tips for success in dealing with cultural clashes: Examine our thought processes Adjust our behavior to match the other culture Recognize that culture clashes are emotionally stressful © 2012 John Wiley & Sons, Inc. All rights reserved.

Culture and Communication © 2012 John Wiley & Sons, Inc. All rights reserved.

Strength of Behaviors Passive Failing to stand up for your rights even when you are fully justified in doing so Aggressive Standing up for your rights, disregarding potential harm to others Assertive Standing up for your rights without infringing on those of others © 2012 John Wiley & Sons, Inc. All rights reserved.

How to Say No Be assertive nonverbally Use strong verbal skills Be strong Just say no © 2012 John Wiley & Sons, Inc. All rights reserved.