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Communication
Communication -the evoking of a shared or commonmeaning in another person
Interpersonal Communication -communicationbetween 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 weinteract with people that influences the quality,accuracy, and clarity of the communication
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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
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Basic Interpersonal
Communication Model
Event
XMessage
Context
Affect
Perceptual screensPerceptual screens
Communicator Receiver
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
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Reflective Listening
Reflective Listening -the skill of listening carefully to
another person and repeating back to the speaker the
heard message to correct any inaccuracies ormisunderstandings
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
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Reflective Listening
Emphasizes receivers role
Helps the receiver & communicator clearly &
fully understand the message sent
Useful in problem solving
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Reflective Listening
Reflective listening emphasizes
the personal elements of the communication
process the feelings communicated in the message
responding to the communicator, not leading thecommunicator
the role or receiver or audience
understanding people by reducing perceptualdistortions and interpersonal barriers
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Reflective Listening:4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect core feelings
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One-way vs. Two-wayCommunications
One-WayCommunication -a
person sends a messageto another person and noquestions, feedback, orinteraction follow
Good for givingsimple directions
Fast but often lessaccurate than 2-way
communication
Two-WayCommunication -the
communicator & receiverinteract
Good for problemsolving
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Five Keys to EffectiveSupervisory Communication
Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management
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Barriers to Communication
Physical separation
Status differences
Gender differences
Cultural diversity Language
CommunicationBarriers -
factors that block
or significantly
distort successfulcommunication
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Nondefensive Communication
Nondefensive Communication -
communication that is assertive, direct,
& powerfulProvides
basis for defense when attacked
restores order, balance, andeffectiveness
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Two Defensiveness Patterns
Dominant Defensiveness -
characterized by active,
aggressive, attacking behavior
Subordinate Defensiveness -
characterized by passive,
submissive, withdrawing
behavior
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Defensive Tactics
Defensive Tactic Speaker Example
Power Play Boss Finish this report by months
end or lose your promotion.Put-Down Boss A capable manager would
already be done with this report.
Labeling Boss You must be a slow learner.
Your report is still not done?
Raising Doubts Boss How can I trust you, Chris, if
you cant finish an easy report?
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Defensive Tactics
Defensive Tactic Speaker Example
Misleading
Information
Employee Morgan has not gone over with
me the information I need for
the report. [Morgan left Chris
with a copy of the report.]
Scapegoating Employee Morgan did not give me input
until just today.
Hostile Jokes Employee You cant be serious! The
report isnt that important.
Deception Employee I gave it to the secretary. Did
she lose it?
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Nondefensive Communication:A Powerful Tool
Speaker seen as centered, assertive, controlled,informative, realistic, and honest
Speaker exhibits self-control & self possession Listener feels accepted rather than rejected
Catherine Criers rules to nondefensivecommunication
1. Define the situation2. Clarify the persons position
3. Acknowledge the persons feelings
4.
Bring the focus back to the facts
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Nonverbal Communication
Nonverbal Communication -all elements of communication
that do not involve words
Four basic types
Proxemics -an individuals perception & use of space
Kinesics -study of body movements, including posture
Facial & Eye Behavior - movements that add cues for the
receiver Paralanguage -variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
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c
c = social 4-12b
b = personal 1.5-4
Proxemics: Territorial Space
Territorial Space -bands of space extending
outward from the body; territorial space differs
from culture to culture
a
a = intimate 12
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Proxemics: Seating Dynamics
Seating Dynamics -seating people in certain
positions according to the persons purpose in
communication
Cooperation
X O
Non-
Communication
O X O
Competition
X
O
X
CommunicationO
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Examples ofDecoding Nonverbal Cues
Boss fails to acknowledge
employees greeting
No eye contact
while
communicatingManager sighs deeply
Boss breathes
heavily &
waves arms
Hesunapproachable!
My opinion
doesnt countI wonder whathes hiding?
Hes angry! Ill
stay out of
his way!
SOURCE: Adapted from Steps to Better Listening by C. Hamilton and B. H. Kleiner. Copyright February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
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New Technologiesfor Communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems
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How Do New TechnologiesAffect 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
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Strive formessage
completeness
Tips for Effective Use of NewCommunication Technologies
Build infeedback
opportunities
Providesocial
interactionopportunities
Dontassume
immediateresponse
Is themessage
reallynecessary?
Regularlydisconnect
from thetechnology
Providesocial
interactionopportunities