Lecture and Resource SlidesBCOM 3e, Lehman & DuFrene

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Chapter 2

Focusing on Interpersonal and Group Communication

Learning Objectives

1. Explain how behavioral theories about human needs, trust and disclosure, and motivation relate to business communication.

2. Describe the role of nonverbal messages in communication.

3. Identify aspects of effective listening.

4. Identify factors affecting group and team communication.

5. Discuss aspects of effective meeting management.

Learning Objective 1

Explain how behavioral theories about human needs, trust and disclosure, and motivation relate to business communication.

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Behavioral TheoriesImpact Communication

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Maslow’s Hierarchy of Needs

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Johari Window: Trust Leads to Reciprocal Sharing

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McGregor’s Management Styles

dislikenarrowly

little work

challenging

widely

independently

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Hersey and Blanchard’s Situational Leadership Model

Leadership style must be appropriate for follower and task being performed.

vs.

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Organizational Development and Small Group Effectiveness

• Recognizes that group members need mutual trust

• Involves emotional and task-oriented communication

• Uses encounter sessions to promote open communication

What behavioral/management theory fits with organizational development?

Learning Objective 2

Describe the role of nonverbal messages in communication.

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Nonverbal Communication Adds Meaning

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MetacommunicationMessage Sent Message Implied by

SendersMessage 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.”OR“Your work finally shows promise.”

“Was my previous work bad?”

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Kinesic Communication

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Understanding Kinesic MessagesAction 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.”

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Understanding Nonverbal Messages

• Cannot be _______

• Vary between ______ and cultures

• May be ____________ or unintentional, _________or harmful

• May be __________ and receive more attention than the verbal message

avoided

people

intentional

beneficial contradictory

Learning Objective 3

Identify aspects of effective listening.

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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

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Bad Listening Habits

• Faking attention• Allowing disruptions• Overlistening• Stereotyping• Dismissing subjects as uninteresting• Failing to observe nonverbal aids

Learning Objective 4

Identify factors affecting group and team communication.

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Communication in Flat Organizations• __________ communication is

more important than _______ communication

• Much communication involves __________ meetings with team members rather than impersonal “hand-offs”

• Communication is _____ and more _______

Horizontalvertical

face-to-face

openfrequent

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Characteristics of Effective Groups

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Group Roles

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Types of Teams

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Stages of Team Development

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Team Behaviors

mission

purpose

information

skillsabilities

Learning Objective 5

Discuss aspects of effective meeting management.

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Face-to-Face Meetings

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Electronic Meetings

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Suggestions for Effective Meetings

• Limit meeting ______and _________ • Make ___________ arrangements • Distribute _______ in advance• Encourage ___________ • Maintain _____• Manage _______and seek consensus• Prepare thorough _______

length frequencysatisfactory

agendaparticipation

orderconflict

minutes