CHAPTER 15
HUMAN PERFORMANCE IN A
GLOBAL ECOMONY
CHAPTER RESOURCES
Page
Chapter Outline
452
Expanded Learning Outcomes
453
Chapter Summary/Lecture Organizer
454
Teaching Resources
457
Key Terms
458
Web Sites
460
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Outline
Module 15.1 Communication
The Nature of Communication
Nonverbal Communication
Male/Female Differences in Communication
Module 15.2 Leadership
Trait Perspective
Situational Approach
Functional Perspective
Leadership and Power
Module 15.3 Persuasion
Elements of Persuasion
Routes to Persuasion
Module 15.4 Conflict
Identifying Conflict
Causes of Conflict
Module 15.5 Living Psychology –Using Psychology to Cope with Conflict
Communication Skills
Conflict Resolution Skills
Applying Psychology to Everyday Life: Are You Passive, Aggressive, or Assertive?
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Expanded Learning Outcomes
Upon completion of CHAPTER 15, the student will be able to:
Textbook Core LO: What are the major elements of communication and nonverbal
communication?
1. Define communication and describe the seven elements important in the communication
process (pp. 583-586).
2. Define nonverbal communication and describe the importance of gestures, body language,
proxemics, paralanguage, and gender differences in this form of communication (pp. 587591).
Textbook Core LO: What are the essentials of good leadership?
3. Define leadership and explain the trait perspective regarding great leaders (pp. 592-595).
4. Describe the situation approach to great leadership, and compare the three major styles of
leaders (pp. 595-596).
5. Describe the functional perspective regarding leadership, and compare task- versus
relationship-oriented leadership (pp. 596-597).
6. Describe the five bases/sources of power among leaders (pp. 597-598).
Textbook Core LO: How are people persuaded, and how can I become more persuasive?
7. Describe the four major elements of persuasion (pp. 600-604).
8. Contrast the central and peripheral routes to persuasion (pp. 605-606).
Textbook Core LO: What is conflict? Is it ever good?
9. Define conflict and compare dysfunctional and functional types of conflict (p. 607-608).
10. Describe cultural conflicts and three ways to minimize the effects of cultural differences (pp. 608609).
11. Differentiate between intra- and interpersonal conflict and describe how this can affect persons and
organizations (pp. 609-610).
12. Describe five causes of conflict (pp. 610-612).
Textbook Core LO: How can I improve my communication and conflict resolution skills?
13. Describe six blocks to good communication (pp. 613-615).
14. Describe three strategies and skills for improving communication, including the five
components related to effective feedback (pp. 615-616).
15. Describe five ways to resolve conflict (pp. 617-618).
16. Contrast passive, aggressive, and assertive behaviors; state six of the rights listed in the Assertiveness
Bill of Rights; and describe four tips for saying no (pp. 618-620).
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Chapter Summary/Lecture Organizer
MODULE 15.1 COMMUNICATION
A. The Nature of Communication – Communication is a two-way process of sending, receiving,
and understanding messages. There are seven important elements in all communication: senders,
receivers, encoding, decoding, channels, noise, and context. Senders initiate a message and a
receiver is the target of the message. The message refers to the information or meaning sent
between the sender and receiver. Encoding refers to putting the information into meaningful
symbols that another person a can understand and decoding involves interpreting the meaning of
the information. The channel is the means by which the information is communicated. Noise in a
communication consists of internal interference (physical and psychological factors in the
receiver) and external noise (environmental factors). Context is the environmental conditions
surrounding communication and include the physical setting, relationship issues, psychological
climate, and sociocultural factors.
B. Nonverbal Communication – Nonverbal communication is the process of sending and receiving
messages through means other than words and includes eye contact, clothing, physical
appearance, facial expressions, kinesics (gesturing and body language, proxemics (the use of
physical and personal space in communicating, and paralanguage (the pace, pitch, and volume of
speech). Each of these are further explored including types of personal space – intimate distance,
personal distance, social distance and public distance.
C. Male/Female Differences in Communication – Recent views of men using speech to convey
information, exert control and status, and preserve independence are compared with views that
women use speech to achieve and share intimacy, promote closeness and maintain relationships.
Stereotypes in male and female conversational styles appear to be exaggerated and both genders
are encouraged to work to better understand the other gender’s style of communication.
MODULE 15.2 LEADERSHIP – Leadership may be viewed as the use of interpersonal influence to
inspire or persuade others to support the goals and perform the tasks desired by the leader. Leaders can be
informal or formal and three major leadership styles include: trait, situational, and functional.
A. The trait perspective views leaders as born, not made and holds that leadership traits are inherited.
The great person theory argues that traits, such as extroversion and charisma are inherited.
Others view charismatic-type leaders as possessing additional traits involving a compelling vision
using excellent communication, coupled with a stirring personal style.
B. In contrast, situational theorists believe the environment produces leaders depending upon their
skills, knowledge, and personal traits most valued in that situation and at that point in time or
great times make great leaders. Three major types of leaders are theorized to emerge from the
situational view: autocratic (authoritarian), democratic (participative), and laissez-faire leaders.
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C. The functional perspective suggests leaders are produced because they contribute to group
needs or functioning or great leaders get the work done. Groups generally need two types
of leaders: task-oriented and relationship-oriented leaders.
D. Leadership and Bases of Power. Researchers have identified five important source’s of a
leader’s power: legitimate, expert, referent, reward, and coercive. Legitimate power comes
with a job title or position. Expert power comes from experience and expertise because of
their knowledge in their fields. Referent power is derived from one’s feelings of
identification with another and provides direction and leadership. Reward power is the ability to
give rewards for complying with desired behavior. Coercive power is based on the ability to use
punishment or threat for failure to comply with a desired behavior. Students are given an
opportunity to explore their own need for power and influence in a self-assessment.
MODULE 15.3 PERSUASION - Persuasion is any form of communication designed to change the
attitudes of the recipient and includes three components: cognitive, affective and behavioral.
A. Elements of Persuasion- Four major elements of persuasion include: “Who”-the source (who is
doing the persuading), “What-the message (what is being said), “Whom”- the audience (who is
being persuaded), and “How”-the channel (the means by which the message is transmitted).
B. Routes to Persuasion – Knowledge of the audience’s degree of involvement, motivation, and
elements, they will consider issues that are presented logically and with careful analysis of the
arguments (central route to persuasion). If the audience is uninvolved, unmotivated, or inattentive,
they will be influenced by factors irrelevant or extraneous to the issue (peripheral route to
persuasion). Students are given an opportunity to determine their own style of persuasion with
various scenarios.
MODULE 15.4 CONFLICT
A. Identifying Conflict – Conflict occurs when individuals or groups have to choose between two
or more competing and incompatible goals. Conflict that damages personal and work
relationships is dysfunctional or destructive, while functional or constructive conflict can bring
important problems to the surface and offer opportunities to improve relations and performance.
In addition, conflict can occur within the individual (intrapersonal) or between two ore more
people in opposition to each other (interpersonal). Three forms of intrapersonal conflict are
discussed: approach-approach, approach-avoidance, avoidance-avoidance. Two forms of
interpersonal conflict – substantive and emotional conflict are further discussed.
B. Causes of Conflict – Researchers have identified seven causes of conflict: (1) limited resources,
(2) role conflict, (3) personal style, (4)value differences, (5) goal differences, (6) discrimination,
and (7) harassment.
MODULE 15.5 LIVING PSYCHOLOGY-IMPROVING COMMUNICATION AND COPING
WITH CONFLICT
A. Communication – Effective communication can be improved by becoming aware of the major
blocks and facilitators of good communication. Six specific physical, emotional, and
psychological barriers that block communication goals include physical distractions, perceptual
set, semantic problems, mixed messages, status differences, and communication overload. Good
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communication can be promoted by several communication strategies: audience analysis,
active/empathic listening, and feedback. Effective feedback is essential for successful
communications including: (1) be constructive, (2) focus on specific, changeable behaviors, (3)
focus on current, not the past, (4) avoid should, ought, always and never, and (5) consider set and
setting.
B. Conflict Resolution Skills –Five conflict resolution strategies and skills are examined.
Researchers have identified five possible approaches: avoidance, accommodation, compromise,
authoritative command and collaboration.
C. Applying Psychology to Everyday Life: Are You Passive, Aggressive, or Assertive? –The
differences between passive, aggressive, or assertive responses to conflict are explored and
students are given an opportunity to assess their level of assertiveness with the
Rathus Assertiveness Schedule. Assertive verbal and nonverbal tips are offered for
saying “no”.
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Teaching Resources
MODULE 15.1 COMMUNICATION
Expanded Learning Outcomes #’s 1-2
MODULE 15.2 LEADERSHIP
Expanded Learning Outcomes #’s 3-6
MODULE 15.3 PERSUASION
Expanded Learning Outcomes #’s 7-8
MODULE 15.4 CONFLICT
Expanded Learning Outcomes #’s 9-12
MODULE 15.5 LIVING PSYCHOLOGY
Expanded Learning Outcomes #’s 13-16
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Key Terms
Key terms are also included in the running glossary of each chapter.
MODULE 15.1 COMMUNICATION
communication (p. 628)
kinesics (p. 633)
nonverbal communication (p. 633)
paralanguage (p. 635)
proxemics (p. 634)
MODULE 15.2 LEADERSHIP
autocratic (authoritarian) leaders (p. 611)
charismatic leaders (p. 610)
coercive power (p. 616)
democratic (participative) leader (p. 611)
expert power (p. 614)
great person theory (p. 609)
laissez-faire leader (p. 612)
leadership (p. 608)
legitimate power (p. 614)
referent power (p. 614)
relationship-oriented leader (p. 612)
reward power (p. 614)
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task-oriented leader (p. 612)
MODULE 15.3 PERSUASION
bait-and-switch technique (p. 646)
central route to persuasion (p. 647)
door-in-the-face technique (p. 645)
foot-in-the-door technique (p. 645)
lowball technique (p. 646)
peripheral route to persuasion (p. 647)
persuasion (p. 642)
MODULE 15.4 CONFLICT
conflict (p. 649)
emotional conflict (p. 652)
substantive conflict (p. 652)
MODULE 15.5 LIVING PSYCHOLOGY
assertiveness (p. 618)
mixed message (p. 614)
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Web Sites
Huffman Book Companion Site
http://www.wiley.com/college/huffman
This site is loaded with free Interactive Self-Tests, Internet Exercises, Glossary and Flashcards for key
terms, Web links, Handbook for Non-Native Speakers, and other activities designed to improve your
mastery of the material in this chapter.
Improving Cultural Awareness and Global Communication in Your Business
http://www.communicaid.com/cultural_overview.htm
Sponsored by The Communicaid Group, this for profit Web site offers language training, cultural
briefings, and accommodations for business travelers to several international destinations.
Global Intercultural Communication, Inc.
http://www.global-intercultural-communication.com/
Another for profit Web site, works with managers to develop globalization strategies and improve
intercultural skills of their organizations.
Intercultural Communication
http://www.questia.com/Index.jsp?CRID=intercultural_communication&OFFID=se1
This site offers over 400,000 books, journals, and articles on this and other important topics in the
humanities and social sciences. Although full access requires a paid subscription to Questia, this is a
good place to start your search and the savings in time and energy may be worth the price.
Persuasion Techniques
http://www.influenceatwork.com/
This is a commercial Web site for the Influence at Work consulting services group. Robert Cialdini, a
renown expert on influence, is the president of this organization. You’ll find interesting links describing
their training and services.
Problems with Persuasion
http://www.crimes-of-persuasion.com/
As stated on the opening page, the mission of this Web site is “to inform the public, along with law
enforcement personnel, justice officials, and victim support groups on the workings and scope of
telemarketing and investment fraud so that efforts can effectively be taken to minimize the impact on its
victims and ensure that adequate penalties are in place to deter the perpetrators.”
Conflict Resolution
http://www.acresolution.org/
This richly layered home page of the Association for Conflict Resolution (ACR) contains numerous links
to frequently asked questions, calendar of events, conference information, Internet resources, member
information, and more.
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