Chapter 7

Nelson & Quick

Communication
Copyright 2005 by South-Western, a division of Thomson Learning. All rights reserved.

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
Communication
Message - the thoughts and feelings that the
communicator is attempting to elicit in the
receiver
Feedback Loop - the pathway that
completes two-way communication
Language - the words, their pronunciation,
and the methods of combining them used
& understood by a group of people
Communication
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
Basic Interpersonal
Communication Model
Event
X
Message
Context
Affect
Perceptual screens
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Perceptual screens
Communicator Receiver
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
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
Emphasizes receivers role

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 contact
Paraphrase the expressed
Clarify the implicit
Reflect core feelings
One-way vs. Two-way
Communications
One-Way
Communication - 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 - 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
Gender differences
Cultural diversity
Language
Communication
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, and
effectiveness
Two Defensiveness Patterns
Dominant Defensiveness -
characterized by active,
aggressive, attacking behavior
Subordinate Defensiveness -
characterized by passive,
submissive, withdrawing
behavior
Defensive Tactics
Defensive Tactic Speaker Example
Power Play Boss Finish this report by months
end or lose your promotion.
Put-Down Boss A capable manager would
already be done with this report.
Labeling Boss You must be a slow learner.
Your report is still not done?
Raising Doubts Boss How can I trust you, Chris, if
you cant finish an easy report?
Defensive Tactics
Defensive Tactic Speaker Example
Misleading
Information
Employee Morgan has not gone over with
me the information I need for
the report. [Morgan left Chris
with a copy of the report.]
Scapegoating Employee Morgan did not give me input
until just today.
Hostile Jokes Employee You cant be serious! The
report isnt that important.
Deception Employee I gave it to the secretary. Did
she lose it?
Nondefensive Communication:
A Powerful Tool
Speaker seen as centered, assertive, controlled,
informative, realistic, and honest
Speaker exhibits self-control & self possession
Listener feels accepted rather than rejected
Catherine Criers rules to nondefensive
communication
1. Define the situation
2. Clarify the persons position
3. Acknowledge the persons feelings
4. Bring the focus back to the facts
Nonverbal Communication
Nonverbal Communication - all elements of communication
that do not involve words
Four basic types
Proxemics - an individuals 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
c
c = social 4-12
b
b = personal 1.5-4
Proxemics: Territorial Space
Territorial Space - bands of space extending
outward from the body; territorial space differs
from culture to culture

a
a = intimate <1.5
d
d = public >12
Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain
positions according to the persons purpose in
communication
Cooperation
X O
Non-
Communication
O X O
Competition
X
O
X
Communication
O
Examples of
Decoding Nonverbal Cues
Boss fails to acknowledge
employees greeting
No eye contact
while
communicating
Manager sighs deeply
Boss breathes
heavily &
waves arms
Hes
unapproachable!
My opinion
doesnt count
I wonder what
hes hiding?
Hes angry! Ill
stay out of
his way!
SOURCE: Adapted from Steps to Better Listening by C. Hamilton and B. H. Kleiner. Copyright February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
New Technologies
for Communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems
How Do New Technologies
Affect Behavior?
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
Communication can become more impersonal
interaction with a machine
Interpersonal skills may diminishless tact, less
graciousness
Non-verbal cues lacking
Alters social context
Easy to become overwhelmed with information
Encourages polyphasic activity
How Do New Technologies
Affect Behavior?
Strive for
message
completeness
Tips for Effective Use of New
Communication Technologies
Build in
feedback
opportunities
Provide
social
interaction
opportunities
Dont
assume
immediate
response
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Provide
social
interaction
opportunities