1. Chapter 8 Communication
1 Describe the interpersonal communication process and the role of listening in the process.
2 Describe the five communication skills of effective supervisors.
3 Explain five communication barriers and gateways through them.
4 Distinguish between defensive and nondefensive communication.
5 Explain the impact of nonverbal communication.
6 Explain positive, healthy communication.
7 Identify communication technologies and how they affect the
communication process.
Learning Outcomes
© 2009 Cengage Learning. All rights reserved.

2. © 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved. 2

3. © 2009 Cengage Learning. All rights reserved.
Communication
Message – the thoughts and feelings that the communicator is attempting to elicit in the receiver
Feedback Loop – the pathway that completes two-way communication
Language – the words, their pronunciation, and the methods of combining them used and understood by a group of people
© 2009 Cengage Learning. All rights reserved. 4

4. © 2009 Cengage Learning. All rights reserved.
Communication
Data – uninterpreted and unanalyzed facts
Information – data that have been interpreted, analyzed, & and have meaning to some user
Richness – the ability of a medium or channel to elicit or evoke meaning in the receiver
© 2009 Cengage Learning. All rights reserved. 4

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

6. Information Richness & Data Capacity
MEDIA
SOURCE: E. A. Gerloff in Research in Organizational Behavior : “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc.
© 2009 Cengage Learning. All rights reserved.

7. This complex process needs to be divided to be understood
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

8. © 2009 Cengage Learning. All rights reserved.
Reflective Listening
Emphasizes receiver’s role
Helps the receiver and communicator clearly and fully understand the message sent
Useful in problem solving
© 2009 Cengage Learning. All rights reserved. 7

9. © 2009 Cengage Learning. All rights reserved.
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
© 2009 Cengage Learning. All rights reserved. 8

10. One-way vs. Two-way Communication
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 two-way communication
Two-Way Communication – the communicator and receiver interact
Good for problem solving
© 2009 Cengage Learning. All rights reserved. 10

11. Barriers to Communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
Communication Barriers –
factors that block or significantly distort successful communication
Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 23 23 12

12. Nonverbal Communication
all elements of communication that do not involve words
© 2009 Cengage Learning. All rights reserved. 18

13. Types of Nonverbal Communication
Proxemics – an individual’s perception and use of space
Kinesics – study of body movements, including posture
Facial and Eye Behavior – movements that add cues for the receiver
Paralanguage – variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, and crying
© 2009 Cengage Learning. All rights reserved.

14. 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’
© 2009 Cengage Learning. All rights reserved. 19

15. 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
O X O
Non-
Communication
© 2009 Cengage Learning. All rights reserved. 20

16. © 2009 Cengage Learning. All rights reserved.
Paralanguage
Variations in speech send messages
What message is sent by
High-pitched, breathy voice
Rapid, loud speech
Interruptions
Tongue clucking ?
© 2009 Cengage Learning. All rights reserved.

17. Examples of DECODING NONVERBAL CUES
He’s
unapproachable!
He’s angry! I’ll
stay out of his way!
Boss fails to acknowledge employee’s greeting
Boss breathes heavily and waves arms
I wonder what
he’s hiding?
My opinion
doesn’t count
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

18. Information Communication Technology (ICT)
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems
© 2009 Cengage Learning. All rights reserved. 22

19. Characteristics of ICT
Instant exchange of information across geographic boundaries and time zones
Schedules and office hours become irrelevant
Normal considerations of time and distance less important
© 2009 Cengage Learning. All rights reserved.

20. How ITC Affects Behavior
Interpersonal skills—tact and graciousness
Nonverbal cues—emotional element
Clues to power, organizational position, departmental membership
Impersonal—interaction with a machine
Flaming, rude, or obscene outbursts
Bluntness
Intimacy
Uninhibitedness
© 2009 Cengage Learning. All rights reserved.

21. Other Ways ICT Affect Behavior
Alters group interaction
Equalize participation
Less influence from dominant people Information overload
Overwhelmed feelings
Can’t get away from work
Multi-tasking
Increases impatience with face-to-face communication
© 2009 Cengage Learning. All rights reserved. 23

22. © 2009 Cengage Learning. All rights reserved.
EFFECTIVE USE OF ITC
TIPS FOR
Strive for message completeness
Build in opportunities for feedback
Do not anticipate immediate response
“Is the communication really necessary?”
“Disconnect” from technology
Provide workplace social interactions
© 2009 Cengage Learning. All rights reserved.