4e Nelson/Quick ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 8 Communication

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Outcomes  Describe the interpersonal communication process and the role of listening in the process  Describe the five communication skills of effective supervisors  Explain five communication barriers and the gateways through them  Distinguish between civility and incivility, and defensive and nondefensive communication 2

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Outcomes  Explain the impact of nonverbal communication  Explain positive, healthy communication  Identify communication technologies and how they affect the communication process 3

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Figure A Basic Interpersonal Communication Model 4

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Table Communication Media: Information Richness and Data Capacity SOURCE: Adapted from E. A. Gerloff, “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Daft and R. H. Lengel in Research in Organizational Behavior 6 (1984): 191–233. Reprinted by permission of JAI Press Inc. 5

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Reflective Listening: Levels of Verbal Response Affirming contact Provides reassurance to a speaker in expressing thoughts and feelings Paraphrasing the expressed Assures accuracy of the communication process Clarifying the implicit Enables identify unspoken thoughts and feelings Reflecting core feelings Restate the speaker’s important thoughts and feelings 6

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Responses of Reflective Listening  Silence  Speaker’s perspective - Helps expres difficult ideas or feelings  Listener’s perspective - Helps sort out thoughts and feelings  Eye contact  Moderate direct eye contact communicates openness and affirmation without causing either speaker or listener to feel intimidated 7

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. One-Way vs. Two-Way Communication Two-way communication Interactive form of communication in which there is an exchange of thoughts, feelings, or both Good for problem solving One-way communication Communication in which a person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Efficient, but often less accurate 8

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Keys to Effective Supervisory Communication Expressiveness Empathy and sensitivity Persuasiveness Informative managing style 9

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Gateways to Communication BarriersGateways Gender differences Awareness of gender-specific differences in communication Cultural diversity Increased awareness and sensitivity Acquiring a guide for understanding and interacting with members of other cultures Language Speak in the native language of the listener Avoid jargon or technical language 10

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Civility and Incivility Civility: Communication and behavior that respect the integrity and dignity of the individual Advantages Preventing harm and damage in workplace relationships Well-being in the workplace Incivility: Discourteous communication and rude behavior that are disrespectful, hurtful, or injurious Consequences Decline in satisfaction with supervisors and coworkers Perceptions of unfair treatment followed by Depression 11

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Defensive and Nondefensive Communication Messages that are aggressive, malevolent, passive, or withdrawn Defensive communication Messages that are assertive, direct, and powerful Nondefensive communication 12

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication  All elements of communication that do not involve words or language  Proxemics: Study of an individual’s perception and use of space  Territorial space: Bands of concentric space radiating outward from the body  Kinesics: Study of body movement and posture 13

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication  Facial and eye behavior is used to communicate:  Emotional state and behavioral intentions  Cues to the receiver  Paralanguage - Variations in speech that communicates messages  Pitch, loudness, tempo, tone, duration, laughing, and crying 14

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Positive, Healthy Communication  Communicative disease: Loneliness and social isolation resulting from the absence of heartfelt communication in relationships  Balance between head and heart is achieved when a person:  Displays positive emotional competence  Can maintain a healthy internal conversation between his thoughts and emotions 15

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Written Communication  Manuals and reports  Policy manuals  Operations and procedures manuals  Annual company finance reports  Letters and memorandums  Forms 16

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Technologies Voice mail Instant messaging Facsimile (fax) machines Smartphone 17

©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Information Communication Technology (ICT)  Extensive category of new developments in interpersonal communication that allow fast, even immediate, access to information  Information databases   Voice mail  Smartphones  Video conferencing 18