Chapter 8 Interpersonal Processes & Behavior

Nelson & Quick

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

Basic Interpersonal Communication Model

Event XMessage• Context• Affect

Perceptual screens

Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver

Feedback loop - the pathway that completes two-way communication

Communication

Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people

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

Message Influences

Factors thatinfluencesent & receivedmessages

Age

Gender

Culture

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 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

Reflective Listening

• Helps the receiver & communicator clearly & fully understand the message sent

• Useful in problem solving

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

Reflective Listening: 4 Levels of Verbal Response

Affirm contactAffirm contact

Paraphrase the expressedParaphrase the expressed

Clarify the implicitClarify the implicit

Reflect “core” feelingsReflect “core” feelings

One-way vs. Two-way Communications

One-way communication - communication in which 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 2-way communication

Two-way communication - a form of communication in which the communicator & receiver interact– good for problem solving

Five Keys to Effective Supervisory Communication

• Expressive speaking• Empathetic listening• Persuasive

leadership• Sensitivity to

feelings• Informative

management

Barriers to Communication

• Physical separation• Status differences• Status differences• Gender differences• Cultural diversity• Language

Communication Communication Barriers - Barriers - factors that block or significantly distort successful communication

Defensive Communication

Defensive Communication - communication that can be aggressive, attacking & angry,

or passive & withdrawing

Leads to– injured feelings– communication breakdowns– alienation– retaliatory behaviors– nonproductive efforts– problem solving failures

Nondefensive Communication

Nondefensive communication - communication that is assertive, direct, & powerful

Provides– basis for defense when attacked– restores order, balance & effectiveness

You are feeling really angry right

now.

Two Defensiveness Patterns

Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior

Dominant Defensiveness - characterized by active, aggressive, attacking behavior

Defensive Tactics

Boss

Employee

Nondefensive Communication: A Powerful Tool

• Speaker exhibits self-control & self possession• Listener feels accepted rather than rejected• Characterized by

– assertiveness– control– informative approach– centered– realism– honesty

Po

we

r

Nonverbal Communication

Nonverbal communication - all elements of communication that do not involve words

Four basic types– Proxemics - an individual’s 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

Proxemics: Territorial Space

Territorial space - bands of space extending outward from the body; territorial space differs from culture to culture

ab

cd

a = intimate <1.5’

b = personal 1.5-4’

c = social 4-12’

d = public >12’

Proxemics: Seating Dynamics

Seating dynamics - seating people in certain positions according to the person’s purpose in communication

Cooperation

X O

Non-Communication

O X O

Competition

X

O

Communication

XO

Decoding Non-verbal Cues

Boss fails to acknowledge employee’s greeting

He’s unapproachable!

Manager sighs deeply

He’s angry! I’llstay out of his way!

No eye contact while

communicating

I wonder whathe’s hiding?

My opinion doesn’t count

Boss breathes heavily & waves

arms

Computer-Mediated Communication

• Informational databases• Electronic mail systems• Voice mail systems• Fax machine systems• Cellular phone systems

How Does CMC Affect Communication?

• 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

How Does CMC Affect Communication?

• 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

Tips for Effective Use of CMC

Strive for message

completeness

Build infeedback

opportunities

Don’t assume

immediateresponse

Is themessage

reallynecessary?

Regularlydisconnect

from thetechnology

Providesocial

interactionopportunities