U n d e r s ta n d in g

H u m a n C o m m u n ic a tio n
ELEVENTH EDITION

R o n a ld B . A d le r G eorge R odm an
Santa Barbara City College Brooklyn College, City University of New York

with C a r r ie C r o p le y H u tc h in s o n
Santa Barbara City College

NEW YORK I OXFORD

OXFORD UNIVERSITY PRESS
 Preface xv

About the Authors xxi

Part One: Fundamentals of Human Communication

Chapter 1 Human Communication: W hat and W hy 3

Chapter 2 The Changing W orld of Communication 29

Chapter 3 The Self, Perception, and Communication 59

Part Two: Communication Elements

Chapter 4 Language 97

Chapter 5 Listening 131

Chapter 6 Nonverbal Communication 165

Part Three: Interpersonal Communication

Chapter 7 Understanding Interpersonal Relationships 195

Chapter 8 Improving Interpersonal Relationships 235

Part Four: Communication in Groups

Chapter 9 Communicating in Groups 267

Chapter 10 Solving Problems in Groups 301

Part Five: Public Communication

Chapter 11 Preparing Speeches 327

Chapter 12 Organization and Support 353

Chapter 13 Informative Speaking 379

Chapter 14 Persuasive Speaking 403

Appendix: Communicating for Career Success A-1

Notes N-1 Also Available:

Optional Chapters
Glossary G-1
Mediated Communication
Credits C-1
Communication and
Index 1-1 Service Learning
PREFACE xv
ABOUT THE AUTHORS xxi

PART O N E F u n d a m e n ta ls o f H u m a n C o m m u n ic a tio n
CHAPTER 1 H u m a n C o m m u n ic a tio n : W hat and W hy 3

Communication Defined 4 Communication Competence Defined 16

Communication Is a Process 6 Characteristics of Competent Communicators 18
Communication Is Symbolic 6
Clarifying Misconceptions About
Types of Communication 7 Communication 21
Intrapersonal Communication 7 Communication Does Not Always Require Complete
Understanding 21
Dyadic/Interpersonal Communication 7
Communication Will Not Solve All Problems 22
Small Group Communication 8
Communication Isn't Always a Good Thing 22
Public Communication 8
Meanings Rest in People, Not Words 23
Mass Communication 8
Communication Is Not Simple 23
Functions of Communication 9 More Communication Isn't Always Better 23
Physical Needs 9
Summary 24 • Key Terms 25 • Case Study Questions 25
Identity Needs 10 Activities 26 • For Further Exploration 27 • Media Room 27
Social Needs 11
INVITATION TO INSIGHT The Many Meanings of
Practical Needs 11 Communication 5
UNDERSTANDING COMMUNICATION TECHNOLOGY Social
Modeling Communication 12
Media Meet Communication Needs 10
A Linear Model 12 UNDERSTANDING DIVERSITY Call Centers and Culture 19
A Transactional Model 13 @woRk When More Communication Isn't Better: Declaring
E-mail Bankruptcy 24
Communication Competence: What Makes an
Effective Communicator? 16

CHAPTER 2 T h e C h a n g in g W o r ld o f C o m m u n ic a tio n 29

Understanding Change 30 Social Media in a Changing World 43

Changing Technology 31 Mediated Versus Face-to-Face Communication 45
Changing Discipline 32 Mediated Communication in Society 46
Changing Demographics 33 Communicating Competently with Social Media 48

Communicating in a Diverse World 34 Summary 54 • Key Terms 54 • Case Study Questions 54

Activities 55 • For Further Exploration 55 • Media Room 56
Intercultural and Intergroup Communication 34
Cultural Values and Norms 36 @WORK Can You Be Too Connected? 46

Developing Intercultural Communication INVITATION TO INSIGHT "Sexting" Surprise: Teens Face Child
Porn Charges 50
Competence 39
UNDERSTANDING COMMUNICATION TECHNOLOGY The
Etiquette of Internet "Stalking" 52
CHAPTER 3 T h e S e lf, P e r c e p tio n , a n d C o m m u n ic a tio n 59

Communication and the Self 61 Empathy, Perception, and Communication 78

Self-Concept Defined 61
Communication and Identity Management 81
Communication and Development of the Self 62
Public and Private Selves 81
Culture and the Self-Concept 64
Characteristics of Identity Management 82
The Self-Concept and Communication with
Why Manage Identities? 86
Others 65
Identity Management in Mediated Communication 87
The Self-Fulfilling Prophecy and Communication 66
Identity Management and Honesty 88
Perceiving Others 68
Summary 90 • Key Terms 90 • Case Study Questions 91
Steps in the Perception Process 69 Activities 91 • For Further Exploration 92 • Media Room 93
Narratives, Perception, and Communication 71
UNDERSTANDING DIVERSITY Managing Identity and Coming
Common Perceptual Tendencies 72 Out 84
Perception in Mediated Communication 76 @WORK Identity Management in the Workplace 86
Perception and Culture 76

PART T W O C o m m u n ic a tio n E le m e n ts
CHAPTER 4 L anguage 97

The Nature of Language 98 Content 118

Language Is Symbolic 99 Reasons for Communicating 118
Meanings Are in People, Not Words 99 Conversational Style 119
Language Is Rule Governed 100 Nongender Variables 120

The Power of Language 102 Culture and Language 122

Language Shapes Attitudes 102 Verbal Communication Styles 122
Language Reflects Attitudes 106 Language and Worldview 124

Troublesome Language 109 Summary 126 • Key Terms 126 • Case Study Questions 127
Activities 127 • For Further Exploration 128 • Media Room 129
The Language of Misunderstandings 110
INVITATION TO INSIGHT What the *@#$!? 102
Disruptive Language 114
@WORK What's in a Name? 103
Evasive Language 116
UNDERSTANDING DIVERSITY Lost in Translation 122
Gender and Language 118

CHAPTER 5 L is te n in g 131

Misconceptions About Listening 133 People-Oriented 142

Listening and Hearing Are Not the Same Thing 133 Action-Oriented 142
Listening Is Not a Natural Process 135 Time-Oriented 142
All Listeners Do Not Receive the Same Message 135
Informational Listening 143
Overcoming Challenges to Effective Don't Argue or Judge Prematurely 143
Listening 135 Separate the Message from the Speaker 144
Mindful Listening Requires Effort 136 Search for Value 144
Faulty Listening Behaviors 136 Look for Key Ideas 145
Reasons for Poor Listening 137 Ask Questions 145
Paraphrase 146
Personal Listening Styles 141
Take Notes 148
Content-Oriented 141
 CONTENTS

Critical Listening 148 Types of Supportive Responses 152

Listen for Information Before Evaluating 149 When and How to Help 158

Evaluate the Speaker's Credibility 149 Summary 160 • Key Terms 160 • Case Study Questions 161
Examine the Speaker's Evidence and Reasoning 149 Activities 161 • For Further Exploration 163 • Media Room 163

Examine Emotional Appeals 150 @ W ORK Multitasking: A Recipe for Inattention 137
INVITATION TO INSIGHT What Good Is Free Speech if No One
Listening as Social Support 150
Listens? 141
Social Support and Mediated Communication 151
UNDERSTANDING DIVERSITY Council: Reviving the Art of
Gender and Social Support 151 Listening 143

CHAPTER 6 N o n v e r b a l C o m m u n ic a tio n 165

Characteristics of Nonverbal Contradicting 175

Communication 167 Deceiving 176
Nonverbal Behavior Has Communicative Value 167
Types of Nonverbal Communication 177
Nonverbal Communication Is Primarily Relational 168
Body Movements 177
Nonverbal Communication Is Ambiguous 169
Voice 179
Nonverbal Communication Is Different
Appearance 180
from Verbal Communication 170
Touch 182
Nonverbal Skills Are Important 170
Space 183
Influences on Nonverbal Communication 170
Environment 185
Culture 170
Time 186
Gender 172
Summary 187 • Key Terms 188 • Case Study Questions 188
Functions of Nonverbal Communication 173 Activities 188 • For Further Exploration 190 • Media Room 191

Repeating 174 UNDERSTANDING DIVERSITY Nonverbal Learning

Substituting 174 Disorder 172
UNDERSTANDING COMMUNICATION
Complementing 175
TECHNOLOGY Expressiveness in Online Communication 174
Accenting 175
@ W ORK Touch and Career Success 183
Regulating 175
UNDERSTANDING DIVERSITY Doing Business Across
Cultures 186

PART T H R E E In te r p e r s o n a l C o m m u n ic a tio n
CHAPTER 7 U n d e r s ta n d in g I n te r p e r s o n a l R e la tio n s h ip s 195

Why We Form Relationships 197 Proximity 199

Appearance 197 Rewards 199

Similarity 197
Characteristics of Interpersonal
Com"plementarity 197 Communication 200
Reciprocal Attraction 198 What Makes Communication Interpersonal? 200
Competence 198 Interpersonal Communication in Mediated
Disclosure 198 Relationships 200
 Content and Relational Messages 202 Models of Self-Disclosure 216
Metacommunication 203 Characteristics of Effective Self-Disclosure 219
Guidelines for Appropriate Self-Disclosure 221
C o m m u n ic a tio n o v e r th e R e la tio n a l L ife
Span 204 Alternatives to Self-Disclosure 223

A Developmental Perspective 204 Summary 229 • Key Terms 229 • Case Study Questions 230
A Dialectical Perspective 209 Activities 230 • For Further Exploration 232 • Media Room 233
U N D E R S T A N D IN G
C O M M U N IC A T IO N TECHNOLOGY To End
In tim a c y in In te rp e rs o n a l R e la tio n s h ip s 212 a Romance, Just Press "Send": Instant Messaging Altering the
Dimensions of Intimacy 212 Way We Love 208

Male and Female Intimacy Styles 213 IN V IT A T IO N T O IN S IG H T Is It Ever Right to Lie? 224

Cultural Influences on Intimacy 215 @ W ORK Social Capital: Personal Relationships and Career
Advancement 227
S e lf-D is c lo s u re in In te rp e rs o n a l
R e la tio n s h ip s 215

CHAPTER 8 Im p ro v in g In te rp e rs o n a L R e L a tio n s h ip s 235

C o m m u n ic a tio n C lim a te s in In te rp e rs o n a l Cultural Influences on Conflict 252

R e la tio n s h ip s 236 Methods for Conflict Resolution 254
Confirming and Disconfirming Messages 237 Steps in Win-Win Problem Solving 256
How Communication Climates Develop 239
Summary 260 • Key Terms 260 • Case Study Questions 261
Creating Positive Communication Climates 240 Activities 261 • For Further Exploration 262 • Media Room 263

M a n a g in g In te rp e rs o n a l C o n flic t 243 U N D E R S T A N D IN G C O M M U N IC A T IO N TECHNOLOGY Can

You Hear Me Now? 238
The Nature of Conflict 244
IN V IT A T IO N TO IN S IG H T A Comparison of Dialogue and
Styles of Expressing Conflict 245 Debate 243
Characteristics of an Assertive Message 248 @ W ORK Dealing with Sexual Harassment 247
Gender and Conflict Style 250
Conflict in Mediated Communication 252

PART FOUR C o m m u n ic a tio n in G r o u p s

CHAPTER 9 C o m m u n ic a tin g in G ro u p s 267

T h e N a tu re o f G ro u p s 269 Power Distance 285

What Is a Group? 269 Uncertainty Avoidance 286
Virtual and Face-to-Face Groups 271 Task Versus Social Orientation 287
Short- Versus Long-Term Orientation 287
G o a ls o f G ro u p s a n d T h e ir M e m b e rs 271
Individual Goals 272 L e a d e rs h ip a n d P o w e r in G ro u p s 288
Group Goals 272 Power in Groups 288
What Makes Leaders Effective? 290
C h a ra c te ris tic s o f G ro u p s 274
Rules and Norms 274 Summary 296 • Key Terms 296 • Case Study Questions 297
Activities 298 • For Further Exploration 299 • Media Room 299
Roles 276
Patterns of Interaction 280 IN V IT A T IO N T O IN S IG H T The Power of Small Groups 269
@ W ORK What Makes a Group a Team? 273
Decision-Making Methods 282
U N D E R S T A N D IN G D IV E R S IT Y Baseball in Japan and the
Cultural Influences o n G ro u p USA 284
C o m m u n ic a tio n 284
Individualism Versus Collectivism 285
 CONTENTS

CHAPTER 10 S o L v in g P ro b L e m s in G ro u p s 301

P ro b le m S o lv in g in G ro u p s : W h e n a n d W h y 302 M a in ta in in g P o s itiv e R e la tio n s h ip s 315

Advantages of Group Problem Solving 303 Basic Skills 315
When to Use Groups for Problem Solving 304 Building Cohesiveness 315

G ro u p P ro b le m -S o lv in g S tra te g ie s a n d O v e rc o m in g D a n g e rs in G ro u p D is c u s s io n 318
F o rm a ts 305 Information Underload and Overload 318
Problem-Solving Formats 305 Unequal Participation 318
Solving Problems in Virtual Groups 307 Pressure to Conform 320

A p p ro a c h e s a n d S ta g e s in P ro b le m S o lv in g 308 Summary 321 • Key Terms 322 • Case Study Questions 322
Activities 322 • For Further Exploration 323 • Media Room 323
A Structured Problem-Solving Approach 308
Developmental Stages in Problem-Solving IN V IT A T IO N TO IN S IG H T Once Upon a September Day 303
Groups 314 @ W ORK Setting Up a Virtual Group 307

P A R T F IV E P u b lic C o m m u n ic a tio n
CHAPTER 11 P re p a rin g S p e e c h e s 327

G e ttin g S ta rte d 328 Overcoming Debilitative Communication

Apprehension 340
Choosing Your Topic 329
Defining Your Purpose 329 C h o o s in g a T y p e o f D e liv e ry 341
Writing a Purpose Statement 329 Extemporaneous 341
Stating Your Thesis 330 Impromptu 341
Manuscript 341
A n a ly z in g th e S p e a k in g S itu a tio n 330
Memorized 341
The Listener: Audience Analysis 330
The Occasion 334 P ra c tic in g th e S p e e c h 342

G a th e rin g In fo rm a tio n 335 G u id e lin e s fo r D e liv e ry 342

Web Research 336 Visual Aspects of Delivery 342
Library Research 336 Auditory Aspects of Delivery 344
Interviewing 337
S a m p le S p e e c h 346
Survey Research 338
Summary 348 • Key Terms 349 • Case Study Questions 349
M a n a g in g C o m m u n ic a tio n A p p re h e n s io n 338 Activities 350 • For Further Exploration 351 • Media Room 351
Facilitative and Debilitative Communication @ W ORK Sample Analysis of a Speaking Situation 335
Apprehension 338
U N D E R S T A N D IN G D IV E R S IT Y A Compendium of American
Sources of Debilitative Communication Dialects 345
Apprehension 339

CHAPTER 12 O rg a n iz a tio n a n d S u p p o rt 353

S tru c tu rin g Y o u r S p e e c h 354 The Rule of Division 358

Your Working Outline 355 The Rule of Parallel Wording 358

Your Formal Outline 355

O rg a n iz in g Y o u r O u tlin e in to a L o g ic a l
Your Speaking Notes 355 P a tte rn 359

P rin c ip le s o f O u tlin in g 355 Time Patterns 359

Standard Symbols 356 Space Patterns 359

Standard Format 358 Topic Patterns 360

 CONTENTS

Problem-Solution Patterns 361 S a m p le S p e e c h 372

Cause-Effect Patterns 361 Introduction 373

Body 373
U s in g T ra n s itio n s 362
Conclusion 374
B e g in n in g a n d E n d in g th e S p e e c h 362
Summary 375 • Key Terms 375 • Case Study Questions 376
The Introduction 362
Activities 376 • For Further Exploration 376 • Media Room 377
The Conclusion 365
U N D E R S T A N D IN G D IV E R S IT Y Nontraditional Patterns of
S u p p o rtin g M a te ria l 367 Organization 360
@ W ORK Organizing Business Presentations 366
Functions of Supporting Material 367
U N D E R S T A N D IN G C O M M U N IC A T IO N
Types of Supporting Material 368
TECHNOLOGY Plagiarism in a Digital Age 371
Styles of Support: Narration and Citation 371

CHAPTER 13 In fo rm a tiv e S p e a k in g 379

T y p e s o f In fo rm a tiv e S p e a k in g 381 Use Supporting Material Effectively 387

By Content 381 Emphasize Important Points 387

By Purpose 381 Generate Audience Involvement 388

In fo rm a tiv e V e rs u s P e rs u a s iv e T o p ic s 382 U s in g V is u a l A id s 390

An Informative Topic Tends to Be Types of Visual Aids 390

Noncontroversial 382 Media for the Presentation of Visual Aids 392
The Informative Speaker Does Not Intend to Change Rules for Using Visual Aids 393
Audience Attitudes 383
Using PowerPoint 393
T e c h n iq u e s o f In fo rm a tiv e S p e a k in g 383
S a m p le S p e e c h 395
Create Information Hunger 383
Summary 399 • Key Terms 400 • Case Study Questions 400
Make It Easy to Listen 384
Activities 400 • For Further Exploration 401 • Media Room 401
Use Clear, Simple Language 384
U N D E R S T A N D IN G D IV E R S IT Y How Culture Affects
Define a Specific Informative Purpose 385
Information 382
Use a Clear Organization and Structure 386 @ W ORK The Pros and Cons of PowerPoint 394

CHAPTER 14 P e rs u a s iv e S p e a k in g 403

C h a ra c te ris tic s o f P e rs u a s io n 404 A d a p tin g to th e A u d ie n c e 417

Persuasion Is Not Coercive 404 Establish Common Ground 418

Persuasion Is Usually Incremental 405 Organize According to the Expected Response 418

Persuasion Is Interactive 406 Neutralize Potential Hostility 418

Persuasion Can Be Ethical 406
B u ild in g C re d ib ility a s a S p e a k e r 419
C a te g o riz in g T y p e s o f P e rs u a s io n 408 Competence 420
By Types of Proposition 408 Character 420
By Desired Outcome 409 Charisma 420
By Directness of Approach 410
S a m p le S p e e c h 421
C re a tin g th e P e rs u a s iv e M e s s a g e 411 Summary 425 • Key Terms 426 • Case Study Questions 426
Set a Clear, Persuasive Purpose 411 Activities 426 • For Further Exploration 428 • Media Room 428
Structure the Message Carefully 412 U N D E R S T A N D IN G D IV E R S IT Y Cultural Differences in
Use Solid Evidence 414 Persuasion 41 7

Avoid Fallacies 415 @ W ORK Persuasion Skills in the World of Sales 421
 CONTENTS

APPENDIX Communicating for Career Success A-1

Employment Strategies A-2

The Selection Interview A-7
Communicating for Career Advancement A-17

Summary A-21 • Key Terms A-21

NOTES N-1
GLOSSARY G-1
CREDITS C-1
INDEX 1-1

ALSO AVAILABLE: OPTIONAL CHAPTERS

Mediated Communication

Types of Mediated Communication Manifestation of Effects

Mass Communication
Cultural Studies
Mediated Interpersonal Communication
Gender Analysis
Converging Communication Media
Political Economic Analysis
Theories of Media Effects
How We Use the Media
Flow Theories
Media Consumers as Active Agents
Social Learning Theory
Types of Uses and Gratifications
Individual Differences
Cultivation Theory Different Theories, Different Observations
Agenda Setting
Cumulative Effects Theory

Communication and Service Learning

Service Learning: What and Why Communication Strategies for Successful

Service Learning
Elements of Service Learning
Communication Behaviors to Avoid
Connection to a Field of Study
Communication Behaviors to Practice
Shared Control
Collaboration Finding and Creating Service Learning
Reciprocity Opportunities
Reflection Finding Opportunities
Creating Opportunities
Benefits and Risks of Service Learning
Benefits of Service Learning
Risks of Service Learning
Managing Risks