1. Communication, Conflict, and Power
Chapter 6
Communication,
Conflict, and Power

2. Communication
Communication: Interactive process uses symbols and gestures to send and receive messages
Communication:
A transaction
A process
Co-construction of meanings
Uses symbols

3. Communication
Communication - Evokes shared or common meaning in another person Interpersonal Communication - Communication between two or more people Communicator - Person originating message Receiver - Person receiving message Perceptual Screen - Window through which we interact with people that influences the quality, accuracy, and clarity of the communication 2

4. Communication
Message - Thoughts and feelings the communicator is attempting to elicit in receiver Feedback Loop - Pathway that completes two-way communication Language- Words, pronunciation & methods of combining them understood by a group of people 4

5. Communication Process

6. Communication Process

7. Basic Interpersonal Communication Model
Perceptual screens /
Communicator
Receiver
Message
Context
Affect
Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs 3

8. One-way vs. Two-way Communications
2-way Communication *Communicator &
*Receiver interact
* Good for problem solving
One-Way Communication *Person sends message to another person
*No questions, feedback, or interaction follow
* Good for simple directions
* Fast but often less accurate than 2-way communication 10

9. Cultural Context of Communication
More likely to interact with similar people
Social class
Race
Ethnic group
Through shared words, gestures, or expressions

12. Cross-cultural Communication
Body language:
use of arms by the Dutch, compared to
use of the whole upper part of body by the French
The Dutch may perceive French as very emotional and excited since the Dutch only use gestures made by the French when they feel deeply emotional

13. Cross-cultural Communication
Silence
Western cultures: Silence marks pauses in a discourse.
Eastern cultures: Silences are integral part of communication.
Silences can indicate:
Respectful agreement or disagreement
Modesty (avoid improper use of words)

14. Conflict & Power: Defensive Communication
Communication can be aggressive, attacking, & angry, or passive & withdrawing
Leads to:
injured feelings
communication breakdown
alienation
retaliatory behaviors
nonproductive efforts
problem solving failures 13

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
“Bill has not gone over the information I need for the report.” [Bill left Chris a copy of the report.]
Scapegoating
“Bill 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. Non defensive Communication
Assertive, direct, & powerful
Provides
Basis for defense when attacked
Restores order, balance, and effectiveness 14

18. Non defensive: Assertive

19. Assertiveness

20. Communication : Active Listening
Attentive
Good eye contact
Good body language
Encourage other to continue talking

21. 10/ 23? Five-Stage Model of the Listening Process

22. This complex process needs to be divided to be understood
Reflective Listening
Reflective Listening - Skill of listening carefully to another person and repeating back the message to correct 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

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

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

25. Barriers to Communication
Communication Barriers - Block or significantly distort successful communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language 23 12 23

26. Channels of Communication
Verbal Communication
Spoken exchange of words to convey:
Thoughts
Feelings
Information
Non Verbal Communication
Communication that does not involve words

27. Barriers to Understanding Verbal Communication
Bypassing: Misunderstanding words that have multiple meanings.
Lack of precision: Incorrect or unclear language
Overgeneralizing: Sweeping generalizations not supported by evidence
Static evaluation: Statements that do not allow for change.
Polarization: Seeing the word in black and white
Biased language: Reflect biases about race, ethnicity, sex, sexual orientation, religious faith, or other cultures

28. Nonverbal Communication
Nonverbal Communication – Elements of communication that do not involve words
Four basic types
Proxemics - Perception & use of space
Kinesics - Body movements, including posture
Facial & Eye Behavior - Movements that add cues for receiver
Paralanguage - Variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying 18

29. 10/28 Proxemics: Territorial Space
Bands of space extending outward from the body
Differs from culture to culture 19

30. Proxemics: Culturally Variable

31. Kinesics - Body Movements

32. Facial & Eye Behavior

33. Paralanguage Twilight: Captioning the “gaspiest” movie ever
Harry Potter
Body Language Secrets! - Drago De Silver
Lying

34. 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 21

35. New Technologies for Communication
Informational databases
Electronic mail
Voice mail
Cellular phone (smart)
Texting 22

36. 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

37. 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 (doing more than one thing at a time) 24

38. Tips for Effective Use of New Communication Technologies
Provide
social
interaction
opportunities
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Provide
social
interaction
opportunities
Don’t
assume
immediate
response
Strive for
message
completeness
Build in
feedback
opportunities 25