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
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Communicator

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Perceptual screens

Message
Context
Affect

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Receiver

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Perceptual screens

Influence message quality, accuracy, clarity

Include age, gender, values, beliefs, culture,
experiences, needs

Event
X

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

Communication
Barriers factors that block
or significantly
distort successful
communication

Physical separation
Status differences
Gender differences
Cultural diversity
Language

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

Subordinate Defensiveness characterized by passive,
submissive, withdrawing
behavior

Dominant Defensiveness characterized by active,

aggressive, attacking 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

Proxemics: Territorial Space

Territorial Space - bands of space extending
outward from the body; territorial space differs
from culture to culture
a = intimate <1.5
b = personal 1.5-4
c = social 4-12
d = public >12

c
d

Proxemics: Seating Dynamics

Seating Dynamics - seating people in certain
positions according to the persons purpose in
communication
X O
Cooperation

O Communication

O X O

Competition

NonCommunication

Examples of
Decoding Nonverbal Cues
Hes
unapproachable!

Boss fails to acknowledge

employees greeting
I wonder what
hes hiding?
No eye contact
while
communicating

Hes angry! Ill

stay out of
his way!

Boss breathes
heavily &
waves arms
My opinion
doesnt count

Manager sighs deeply

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

How Do New Technologies

Affect Behavior?
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

Tips for Effective Use of New

Communication Technologies
Provide
social
interaction
opportunities
Is the
message
really
necessary?

Regularly
disconnect
from the
technology

Strive for
Build in
message
feedback
completeness opportunities

Provide
Dont
assume
social
immediate
interaction
opportunities
response