1. Focusing on Interpersonal and Group Communication

2. Explain how behavioral theories about human needs, trust and disclosure, and motivation relate to business communication.
Describe the role of nonverbal messages in communication.
Identify aspects of effective listening.
Identify factors affecting group and team communication.
Discuss aspects of effective meeting management.

3. Behavioral Theories Impact Communication
Maslow’s Hierarchy of Needs
Stroking
Johari Window
McGregor’s Theory X and Y
Hersey and Blanchard’s Situational Leadership Model

4. Maslow’s Hierarchy of Needs
Self-
actualizing
needs
Ego needs
Social needs
Security and safety needs
Physiological needs

5. Johari Window: Trust Leads to Reciprocal Sharing

6. McGregor’s Management Styles
Theory X
Workers inherently _______ work
Talent is _________ distributed among only a few
Workers will do as ______ _____ as they are required to do
Theory Y
Workers like ___________ work
Talent is _______ distributed throughout the workforce
Workers can be motivated to work _______________
challenging
dislike
narrowly
widely
little work
independently

7. Hersey and Blanchard’s Situational Leadership Model
Detailed rules and instructions with close monitoring
Directive behavior
Listening, communicating, recognizing, and encouraging
Supportive behavior
vs.
Leadership style must be appropriate for follower and task being performed.

8. Social Constructionist
Leadership co-constructed emerging from employee interaction

9. Nonverbal Communication Adds Meaning
Not expressed in words but accompanies a verbal message
Metacommunication
All types of body movements (gestures, eye contact, and facial expressions)
Visual
Tone, projection, and emphasis
Vocal

10. Message Implied by Senders Message Inferred by Receivers
Metacommunication
Message Sent
Message Implied by Senders
Message Inferred by Receivers
“Be on time.”
“An early start is the best one.” OR
“You are often late.”
“She thinks I’m always late.”
“Take more time with your work.”
I want to help you improve” or “We can’t afford any more foul-ups.”
“He thinks I’m careless, and this comment is a warning.”
“This work is better.”
“Good solid revisions.”
“Your work finally shows promise.”
“Was my previous work bad?”

11. Kinesic Communication
Gestures, winks, smiles, frowns, sighs, attire, grooming, and other body movements
Visual
Intonation, projection, and resonance
Vocal

12. Understanding Kinesic Messages
Action
Possible Message
Wink or light chuckle after statement
“Don’t believe what I just said.”
A supervisor lightly puts his arm around an employee’s shoulders
“Everything is fine. Let me help you.” OR sexual harassment
A job applicant submits a résumé with errors
““My spelling and grammar skills are deficient.” OR
“I don’t care to do my best.”
A group leader does not sit at the head of the table
“I want to demonstrate my equality with other members.”

13. Understanding Nonverbal Messages
avoided
Cannot be _______
Vary between ______ and cultures
May be ____________ or unintentional, _________ or harmful
May be ____________ and receive more attention than the verbal message
people
contradictory
beneficial
intentional

14. Effective Listeners . . . Minimize distractions
Get in touch with the speaker
Show active involvement; do not interrupt
Ask reflective questions
Send probing prompts to the speaker
Use lag time wisely

15. Bad Listening Habits Faking attention Allowing disruptions
Overlistening
Stereotyping
Dismissing subjects as uninteresting
Failing to observe nonverbal aids

16. Characteristics of Effective Groups
Common goals
Role perception
Longevity
Size
Status
Group norms
Leadership
Too many slides here!

17. Group Roles Negative Isolate Dominator Free rider Detractor Digresser
Airhead
Socializer
Positive
Facilitator
Harmonizer
Record keeper
Reporter
Leader 17

18. Quality assurance team (quality circle) Cross-functional team
Types of Teams
Achieve a single goal in limited time
Task Force
Focus on product or service quality
Quality assurance team (quality circle)
Join employees from various departments to solve problems
Cross-functional team
Focus on the development cycle of new products
Product development

19. Stages of Team Development

20. Suggestions for Effective Meetings
length
frequency
Limit meeting ______ and _________
Make ___________ arrangements
Distribute _______ in advance
Encourage ___________
Maintain _____
Manage _______ and seek consensus
Prepare thorough _______
satisfactory
agenda
participation
order
conflict
minutes