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

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Chapter EighteenPsychology at Work in the Global Economy

COMMUNICATION

Communication

Interdependent process of sending, receiving, and understanding messages

What are examples of communication?

Why do we communicate?

Communication

Key Elements in the Communication Process• Senders• Receivers• Message—personal, impersonal• Encoding—put ideas into meaningful symbols• Decoding—interpretation• Channels—sensory, environmental; three directions of flow;

formal, informal• Noise—internal, external• Context—physical setting, relationship issues, psychological

climate

Communication

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

Kinesics A form of nonverbal communication using gestures and body language; some culture specific, some universal

ProxemicsA form of nonverbal communication involving

physical and personal space

ParalanguageForm 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

Communication Blocks

Promoting Good Communication

Audience AnalysisKnow your audienceMust be ready, willing, and able to listenActive and Empathic ListeningRequires full attention and taking another’s

point of viewEffective FeedbackKnow if message was received and understood

Tips for Effective Feedback

• Be constructive, not destructive• Emphasize specific, changeable behaviors• Focus on current behavior, not the past• Avoid the four dirty words—should, ought,

always, never• Consider “set and setting”

PERSUASION

Persuasion

Communication intended to change attitudes

Elements of Persuasion

Who/The SourceTrustworthiness, credibility, attractiveness, fast

talkWhat/The MessageTwo-sided arguments, emotional appeals,

logic/reasonWhom/The AudienceAudience analysis

ANIMATIONClassical

Conditioning Tutorial

How/The ChannelRepeated Exposure—increased familiarityClassical Conditioning—pair with pleasant

stimuliFoot-in-the-Door Technique—a first, small

request is used as a setup for a later, larger request

WILEY VIDEOLearning

from Babies

How/The ChannelDoor-in-the-Face Technique—beginning with a very

large, intrusive request followed by a smaller requestLowball Technique—getting someone to commit to an

attractive proposal before revealing the hidden costsBait-and-Switch Technique—offering an attractive

proposal, then making it unavailable or unappealing and offering a more costly alternative

Routes of Persuasion

Central RouteMethod 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 RouteMethod of persuasion in which

an uninvolved, unmotivated, and inattentive audience is convinced on the basis of irrelevant or extraneous factors

Routes of Persuasion

CONFLICT

Conflict

Forced choice between two or more incompatible goals or impulses

Can be dysfunctional or functional

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 conflict—difficulties between individuals or organizations that arise over feelings of anger, mistrust, dislike, fear, and the like

Sources of Conflict

Conflict Resolution

Possible ApproachesAvoidanceAccommodation—focus on

agreement, downplay conflictCompromise Authoritative command—

outside authority imposes a solution

Collaboration—problem solving

Gender and Communication

Culture and Communication

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

Culture and Communication

Strength of Behaviors

PassiveFailing to stand up for your rights even when you

are fully justified in doing soAggressiveStanding up for your rights, disregarding

potential harm to othersAssertiveStanding up for your rights without infringing on

those of others

How to Say “No”

• Be assertive nonverbally• Use strong verbal skills• Be strong• Just say no

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

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