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Chapter 7 Nelson & Quick Communication Copyright ©2005 by South-Western, a division of

Thomson Learning. All rights reserved. 

2  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 

3  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 

4  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 

5  Basic Interpersonal Communication Model Event X Message Context Affect Perceptual

screens ////////////////// ////////////////// ////////////////// ////////////////// CommunicatorReceiver Influence message
quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs 

6  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 

7  Reflective Listening  Emphasizes receiver’s role  Helps the receiver & communicator clearly &
fully understand the message sent  Useful in problem solving 

8  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 

9  Reflective Listening: 4 Levels of Verbal Response Affirm contact Paraphrase the expressed
Clarify the implicit Reflect “core” feelings 

10  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 

11  Five Keys to Effective Supervisory Communication  Expressive speaking  Empathetic

listening  Persuasive leadership  Sensitivity to feelings  Informative management 
12  Barriers to Communication  Physical separation  Status differences  Gender differences 
Cultural diversity  Language Communication Barriers - factors that block or significantly distort
successful communication 

13  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 

14  Nondefensive Communication Nondefensive Communication - communication that is assertive,

direct, & powerful Provides basis for defense when attacked restores order, balance, and
effectiveness 

15  Two Defensiveness Patterns Dominant Defensiveness - characterized by active, aggressive,

attacking behavior Subordinate Defensiveness - characterized by passive, submissive, withdrawing
behavior 

16  Defensive Tactics Defensive TacticSpeakerExample Power PlayBoss“Finish this report by

month’s end or lose your promotion.” Put-DownBoss“A capable manager would already be done
with this report.” LabelingBoss“You must be a slow learner. Your report is still not done?” Raising
DoubtsBoss“How can I trust you, Chris, if you can’t finish an easy report?” 

17  Defensive Tactics Defensive TacticSpeakerExample 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.] ScapegoatingEmployee“Morgan did not give me input until just today.” Hostile
JokesEmployee“You can’t be serious! The report isn’t that important.” DeceptionEmployee“I gave it
to the secretary. Did she lose it?” 

18  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 Crier’s rules to nondefensive
communication 1. Define the situation 2. Clarify the person’s position 3. Acknowledge the person’s
feelings 4. Bring the focus back to the facts 

19  Nonverbal Communication Nonverbal Communication - all elements of communication that do

not involve words Four basic types Proxemics - an individual’s 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 

20  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’ 

21  Proxemics: Seating Dynamics Seating Dynamics - seating people in certain positions according
to the person’s purpose in communication Cooperation X O Non- Communication O X O
Competition X O X Communication O 

22  Examples of Decoding Nonverbal Cues Boss fails to acknowledge employee’s greeting No eye
contact while communicating Manager sighs deeply Boss breathes heavily & waves arms He’s
unapproachable! My opinion doesn’t count I wonder what he’s hiding? He’s angry! I’ll 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. 

23  New Technologies for Communication  Informational databases  Electronic mail systems 

Voice mail systems  Fax machine systems  Cellular phone systems 

24  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 

25   Communication can become more impersonal— interaction with a machine  Interpersonal

skills may diminish—less 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? 

26  Strive for message completeness Tips for Effective Use of New Communication Technologies
Build in feedback opportunities Provide social interaction opportunities Don’t assume immediate
response Is the message really necessary? Regularly disconnect from the technology Provide social
interaction opportunities