Chapter 4
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Interpersonal Communication
The Communication Process
Noise
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Receiver
Channel
Message
Noise
Feedback
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Relationship Building
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Communication is a vehicle for
building relationships
Sorenson, DeBord, and Ramirez say
we establish relationships along two
primary dimensions
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Dominate-subordinate (control)
Cold-warm
Communication Dimensions of
Establishing a Relationship
Dominant
Personal
Impersonal
Warm
Cold
Accepting
Supportive
Subordinate
Nonverbal Communication
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The transmission of messages
through means other than words
Nonverbal messages sometimes
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Accompany verbal messages
Stand alone
How We Communicate a Message
Modes of Transmission
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Environment – setting; furniture
Interpersonal Distance
Modes of Transmission
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Posture
Hand Gestures
Facial Expressions and Eye Contact
Voice Quality
Personal Appearance
Attention Paid to the Other Person
Improve Nonverbal Communication
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Get some feedback on your body
language
Learn to relax when communicating
Use gestures, but don’t overdo it
Avoid using the same gesture
indiscriminately
Practice role-playing
Use mirroring to establish rapport
Mirroring
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Subtly imitating someone
Imitate breathing pattern
 Adopt voice speed
 Imitate gestures
 Adopt style of dress
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Communication Barriers
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Barriers occur when message is
Complex
 Emotionally arousing
 Conflicting with receiver’s mental set
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Overcoming Communication Problems
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Understand the receiver
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Develop empathy
Recognize what motivates the receiver
Understand the other persons frame of
reference
Overcoming Communication Problems
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Minimize defensive communication
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Blaming
Denial
Overcoming Communication Problems
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Use multiple channels
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In-person
E-mail
Phone call
Letter
Overcoming Communication Problems
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Get and give both verbal and
nonverbal feedback
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Ask for feedback so a dialogue takes
place; it builds trust
Give feedback to provide reinforcement
to the sender
Overcoming Communication Problems
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Display a positive attitude
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You will appear more credible and
trustworthy
Overcoming Communication Problems
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Use persuasive communication
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Ten suggestions in your book on pages
75-77.
Overcoming Communication Problems
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Listen actively
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Empathize
Summarize
Use supportive body language
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See figure 4-5 on page 78.
Listening Traps
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Do Self-Assessment Quiz 4-2 on p.
79
Prepare for Stressful Conversations
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Rehearse how you will share bad
news
Practice temperate phrasing (tact)
Be clear about what you mean
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Example: We can’t use your product
because it lacks three features that we
need.
Overcoming Communication Problems
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Metacommunicate!
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Communicate about your
communication
Overcoming Communication Problems
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Recognize gender differences in
communication style
Gender Differences
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Women use conversation to build rapport
Men prefer to talk to preserve
independence by showing knowledge and
skill
Women want empathy, not solutions
Men prefer to work out problems alone,
while women like to talk out solutions
with another person
Women are more likely to compliment a
coworker
Men are more likely to criticize a coworker
Gender Differences
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Men tend to be more directive and
women more polite
Women tend to give in to maintain
a relationship
Men are more interested than
women in calling attention to their
accomplishments
Men tend to dominate discussions
during meetings
A Challenge for You
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Be more aware of how you
communicate at work
Watch others and see if you can
discern some patterns
Men-try being more empathetic
Women-try being more direct