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Communicating Effectively
Chapter 7:
Human AdjustmentJohn W. Santrock
McGraw-Hill © 2006 by The McGraw-Hill Companies, Inc. All rights reserved.
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-2
Chapter Outline
Exploring Interpersonal Communication
Verbal Interpersonal Communication
Nonverbal Interpersonal Communication
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-3
Learning Goals
1. Describe the basic aspects of interpersonal communication.
2. Explain the keys to effective verbal interpersonal communication.
3. Describe the elements of nonverbal interpersonal communication.
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-4EXPLORING INTERPERSONAL COMMUNICATION
Messages
The Transactional Aspect of Communication
Context
Defining Interpersonal Communication
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
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Messages
Encoding - act of producing messages Decoding - act of understanding messages
Noise - environmental, physiological, and psychological factors that decrease likelihood a message will accurately be encoded or decoded
Message = information being delivered from sender to receiver
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-6The Transactional Aspect of Communication
Communication includes both context and relationship dimension
Communication is transactional - ongoing process between sender and receiver
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7-7
Context
Context - environment in which messages are sent and received– context influences form and content of social
communication
– context especially important in cross-cultural communication
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-8
Defining Interpersonal Communication
Interpersonal communication - ongoing transactional process that involves at least two individuals, each of whom acts as both sender and receiver
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-9Figure 7.1 Some Important Components of Interpersonal Communication
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-10
Review - Learning Goal 1
–What are key aspects of messages?
–Why is interpersonal communication described as transactional?
–How does context influence communication?
–How can interpersonal communication be defined?
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-11VERBAL INTERPERSONAL
COMMUNICATION
Speaking Skills
Listening Skills
Self-Disclosure
Conflict and Assertiveness
Gender and Verbal Communication
Barriers to Effective Verbal Communication
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7-12
Speaking Skills
To communicate effectively, speakers need to consider background, needs, and abilities of listeners
Denotation - objective meaning of words Connotation - subjective meaning of words
–Speakers must consider connotative meanings of words for listeners
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7-13
Speaking Skills
Messages conveyed more effectively when spoken in simple, concrete, and specific way
Good speakers make verbal and nonverbal messages consistent
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
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Listening Skills
Hearing - physiological sensory process in which auditory sensations are received by the ears and transmitted to the brain
Listening - psychological process of interpreting and understanding what someone says
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-15Figure 7.2 Percentage of Time Spent by College
Students in Different Communication Activities
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-16Adjustment Strategies
for Becoming a Better Listener
1. Don’t hog the conversation
2. Pay careful attention to person talking
3. Use reflective listening and paraphrasing
4. Actively synthesize themes and patterns you hear
5. Give feedback in competent manner
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7-17
Self-Disclosure
Self-disclosure = communication of intimate details about ourselves
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-18
The Johari Window
Johari Window divided into four areas:–open self (known to you and others)–hidden self (known to you but not to others)–blind self (known to others but not to you)–unknown self (not known to you or others)
Johari Window = model of self-disclosure that helps us understand proportion of information about ourselves that we and others are aware of
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-19
Self-Disclosure in Relationships
Self-disclosure can deepen relationships–Deep relationships require risky self-disclosures which leave
you vulnerable
–Disclosing psychologically painful information requires that we trust the listener
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Figure 7.4 Some Self-Disclosure Risks
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-21Adjustment Strategies
for Increasing Self-Disclosure
1. Proceed gradually
2. Recognize that people have different levels of intimacy needs
3. Begin with facts
4. When comfortable, include thoughts, feelings and needs
5. Try here-and-now communication
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7-22
Conflict and Assertiveness
People deal with conflict in one of four ways:–aggressive (often angry, being insensitive to others’
feelings)
–manipulative (make others feel sorry or guilty)
–passive (submissive, nonassertive; don’t express themselves)
–assertive (act in own best interest by standing up for legitimate rights and expressing views)
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7-23Adjustment Strategies
for Becoming More Assertive
1. Evaluate your rights
2. Designate a time for discussing what you want
3. State problem in terms of how it might affect you
4. Describe the problem objectively
5. Express your feelings about the situation
6. Ask for what you want
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7-24
Gender and Verbal Communication
Women - less assertive in communication Men - more aggressive in communication
Women - more rapport talk (conversation aimed at establishing connections and negotiating relationships)
Men - more report talk (talk designed to provide information)
Women - rely on self-disclosure more than men Men - interrupt conversations more than women
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7-25
Barriers to Effective Verbal Communication
Judging may take the form of:– criticizing
–name-calling and labeling
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Barriers to Effective Verbal Communication
Proposing solutions may take the form of:–advice
–questioning
–order
– threat
–moralizing
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Barriers to Effective Verbal Communication
Avoiding the others’ concerns may take the form of:–diverting
–one-upping
– logical argument
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-28Adjustment Strategies
for Effective Verbal Expression
1. Make your message direct
2. Deliver your message immediately
3. Make your message clear
4. Deliver a straight message
5. Make your message supportive
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-29
Review - Learning Goal 2
–What are some important aspects of speaking skills?
–What are some important aspects of listening skills?
–What role does self-disclosure play in interpersonal communication?
–What are four ways of dealing with conflict in communication?
–Do men and women communicate differently?
–What are some barriers to effective verbal communication?
McGraw-Hill ©2006 by the McGraw-Hill Companies, Inc. All rights reserved.
7-30NONVERBAL INTERPERSONAL
COMMUNICATION
Dimensions of Nonverbal Communication
Body Communication
Spatial Communication
Silence and Paralanguage
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Dimensions of Nonverbal Communication
Nonverbal communication includes:–body communication (gestures, facial expression, touch)
– spatial communication
–paralanguage (voice)
Nonverbal communication = messages that are transmitted from one person to another by other than linguistic means
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7-32Characteristics of Nonverbal
Communication Nonverbal leakage - communication of true emotions
through nonverbal channels even when person tries to conceal the truth verbally
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Detecting Deception
Liars tend to:–Blink more and have dilated pupils
–Show more self-manipulating gestures
–Give shorter, negative, generalized responses
–Speak in distancing way
–Speak in higher pitch
–Take more time to plan what to say
People are not very good at detecting deception
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Gender and Nonverbal Communication
Women tend to be better at reading people’s emotional cues
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Body Communication
Gestures - a motion of the limbs or body made to convey a message to someone else
Gestures are not universal
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Body Communication
Facial expressions can communicate important messages
Some facial expressions appear to be universal, but they can also vary among cultures
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Eye Communication
In the United States, eye contact serves four functions:–monitor feedback
– signal a turn in the conversation
– signal the nature of a relationship
– compensate for physical distance
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Touch Communication
Touch plays important role in nonverbal communication
Touch expresses:–Sexuality
–Consolation
–Dominance
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Spatial Communication
Hall (1969) identified four zones in which we interact:– intimate distance
–personal distance
–social distance
–public distance
Proxemics = study of communicative function of space
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Silence and Paralanguage
By being silent, a good listener can:–attend to the other person through body posture
–observe the other by watching speaker’s eyes, posture, gestures
– think about what other person is communicating
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Paralanguage
Paralanguage includes aspects such as:– rapidity of speech
– volume of speech
–pitch of speech
Paralanguage = the nonlinguistic aspects of verbal communication