4e
Nelson/Quick
Chapter 8
Communication
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Learning Outcomes
 Describe the interpersonal communication process
and the role of listening in the process
 Describe the five communication skills of effective
supervisors
 Explain five communication barriers and the
gateways through them
 Distinguish between civility and incivility, and
defensive and nondefensive communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcomes
 Explain the impact of nonverbal communication
 Explain positive, healthy communication
 Identify communication technologies and how they
affect the communication process
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Describe the interpersonal communication process
and the role of listening in the process
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Interpersonal Communication
 Communication: Evoking of a shared or common
meaning in another person
 Interpersonal communication: Communication
between two or more people in an organization
 Perceptual Screen: A window through which one
interacts with others
 Influences the quality, accuracy, and clarity of the
communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Interpersonal Communication
 Communicator: Person sending the message
 Receiver: Person accepting a message
 Perceptual screen: Window through which one
interacts with others
 Influences the quality, accuracy, and clarity of the
communication
 Data: Uninterpreted and unanalyzed elements of a
message
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Interpersonal Communication
 Feedback: Information fed back that completes
two-way communication
 Information: Data that have been interpreted,
analyzed, and have meaning to some user
 Richness: Ability of a medium to convey meaning to
a receiver
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Figure 8.1 - A Basic Interpersonal
Communication Model
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Table 8.1 - Communication Media:
Information Richness and Data Capacity
SOURCE: Adapted from E. A. Gerloff, “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by
Richard L. Daft and R. H. Lengel in Research in Organizational Behavior 6 (1984): 191–233. Reprinted by permission of JAI Press Inc.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Reflective Listening
 Carefully listening to a message and immediately
repeating it back to the speaker
 Helps communicator:
 Clarify intended message
 Correct misunderstandings
 Emphasizes role of the receiver
 Enables problem solving
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Reflective Listening: Levels of Verbal
Response
Affirming contact
• Provides reassurance to a speaker in expressing thoughts and
feelings
Paraphrasing the expressed
• Assures accuracy of the communication process
Clarifying the implicit
• Enables identify unspoken thoughts and feelings
Reflecting core feelings
• Restate the speaker’s important thoughts and feelings
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Nonverbal Responses of Reflective
Listening
 Silence
 Speaker’s perspective - Helps expres difficult ideas or
feelings
 Listener’s perspective - Helps sort out thoughts and
feelings
 Eye contact
 Moderate direct eye contact communicates
openness and affirmation without causing either
speaker or listener to feel intimidated
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Beyond the Book:
Listen Up!
 Ways to improve your reflective listening skills:
 Stop talking
 Put the speaker at ease
 Show the speaker you want to listen
 Remove distractions
 Empathize with the speaker
 Be patient
 Hold your temper
 Go easy on criticism
 Ask questions, paraphrase, and clarify
 Stop talking! Be sure the speaker has finished before you talk
 Evaluate yourself: Which of these items do you most need to work on? Think
of specific times you had a difficult communication with a coworker or peer.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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One-Way vs. Two-Way
Communication
Two-way communication
One-way communication
• Interactive form of
communication in which
there is an exchange of
thoughts, feelings, or both
• Good for problem solving
• Communication in which a
person sends a message to
another person and no
questions, feedback, or
interaction follow
• Good for giving simple
directions
• Efficient, but often less
accurate
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Learning Outcome
Describe the five communication skills of effective
supervisors
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Keys to Effective
Supervisory Communication
Expressiveness
Empathy and sensitivity
Persuasiveness
Informative managing style
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Explain five communication barriers and gateways
through them
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Barriers and Gateways to
Communication
Barriers to communication
• Factors that distort, disrupt, or even halt
successful communication
Gateways to communication
• Openings that break down communication
barriers
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Gateways to Communication
Barriers
Gateways
Gender
differences
• Awareness of gender-specific differences in
communication
Cultural diversity • Increased awareness and sensitivity
• Acquiring a guide for understanding and
interacting with members of other cultures
Language
• Speak in the native language of the listener
• Avoid jargon or technical language
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Distinguish between civility and incivility, and
defensive and nondefensive communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Civility and Incivility
Civility: Communication and behavior that respect the integrity
and dignity of the individual
• Advantages
• Preventing harm and damage in workplace relationships
• Well-being in the workplace
Incivility: Discourteous communication and rude behavior that
are disrespectful, hurtful, or injurious
• Consequences
• Decline in satisfaction with supervisors and coworkers
• Perceptions of unfair treatment followed by Depression
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Defensive and Nondefensive
Communication
Defensive communication
• Messages that are aggressive, malevolent,
passive, or withdrawn
Nondefensive communication
• Messages that are assertive, direct, and
powerful
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Outcomes of Defensive and
Nondefensive Communication
Defensive
communication
Nondefensive
communication
• Injured feelings
• Communication
breakdowns
• Alienation
• Retaliatory behaviors
• Nonproductive efforts
• Problem solving failures
• Positive and productive
basis for asserting and
defending oneself
against aggression
• Restores order, balance,
and effectiveness to
working relationships
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Defensiveness Patterns
 Subordinate defensiveness
 Characterized by passive, submissive behavior
 Dominant defensiveness
 Characterized by overtly aggressive and domineering
behavior
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Defensive Tactics
Power plays
• Used to control and manipulate others
Labeling
• Used to portray another person as abnormal or deficient
Disseminating misleading information
• Intentional, selective presentation of information
Hostile jokes
• Passive-aggressive defensive tactic
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Advantages of Nondefensive
Communication
 Enables individuals to be centered, assertive,
controlled, informative, realistic, and honest
 Powerful because speaker exhibits self-control and
self-possession without rejecting the listener
 Enhances relationship building and reduces adverse
responses
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Explain the impact of nonverbal communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Nonverbal Communication
 All elements of communication that do not involve
words or language
 Proxemics: Study of an individual’s perception and
use of space
 Territorial space: Bands of concentric space radiating
outward from the body
 Kinesics: Study of body movement and posture
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Figure 8.2 - Zones of Territorial Space
in U.S. Culture
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Figure 8.3 - Seating Dynamics
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Nonverbal Communication
 Facial and eye behavior is used to communicate:
 Emotional state and behavioral intentions
 Cues to the receiver
 Paralanguage - Variations in speech that
communicates messages
 Pitch, loudness, tempo, tone, duration, laughing, and
crying
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Explain positive, healthy communication
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Positive, Healthy Communication
 Communicative disease: Loneliness and social
isolation resulting from the absence of heartfelt
communication in relationships
 Balance between head and heart is achieved when
a person:
 Displays positive emotional competence
 Can maintain a healthy internal conversation
between his thoughts and emotions
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Learning Outcome
Identify communication technologies and how
they affect the communication process
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Communicating through New
Technologies and Social Media
 Drawbacks
 Challenges the ability to maintain that trust
 Adversely impact rich interpersonal communication
and relationships
 Benefits
 Used to do background checks
 Spot trends and communicate with customers and
employees
 Encourage or discourage moral dialogue
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Written Communication
 Manuals and reports
 Policy manuals
 Operations and procedures manuals
 Annual company finance reports
 Letters and memorandums
 Forms
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Communication Technologies
E-mail
Voice mail
Facsimile (fax)
machines
Instant
messaging
Smartphone
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Information Communication
Technology (ICT)
 Extensive category of new developments in
interpersonal communication that allow fast, even
immediate, access to information
 Information databases
 E-mail
 Voice mail
 Smartphones
 Video conferencing
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Characteristics of ICT
 Instant exchange of information across geographic
boundaries and time zones
 Schedules and office hours become irrelevant
 Normal considerations of time and distance become
less important
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How ICT Affects Behavior
 Depreciates the richness of personal interaction
 Decreases interpersonal skills
 Eliminates non-verbal cues
 Alters social context of exchange
 Equalizes participation and encourages multitasking
 Increases potential for overload
 Makes people less patient with face-to-face
communication
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Friday Night Lights
 This chapter defines communication as creating “a
shared or common meaning in another person.” Do you
perceive Coach Gaines as having reached that
communication goal? Why or why not?
 The chapter described an Interpersonal Communication
Model. What are examples from this film sequence of
each part of the model?
 Assess the effectiveness of this communication event.
How do you expect team members and the assistant
coaches to react in the second half of the game?
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Plant Fantasies
 Using the concept of information richness, explain why
leaders at Plant Fantasies place a high value on face-toface communication.
 What impact might gender have on the communication
styles of Teresa Carleo and Steve Martucci? Give
examples.
 Although leaders at Plant Fantasies prefer face-to-face
interaction, they use digital communication
technologies in some situations. Which situations at
Plant Fantasies require digital communication
technology and why?
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