Key ingredients in the communication (ancient Greece):

Ethos, or the character of the speaker Pathos, connecting with the emotions and Logos - the factual content of a message

Dimensions of communication (now):

Content (information itself) Form (the way it is presented: verbal/non-verbal) Destination or target (the receiving end)

COMMUNICATIONENG 100B

Communication

Verbal

Language

7-11%Nonverbal

Facial Expressions

Eye Contact

Gestures

Postures

Kinesics(Body language)

Paralanguage

Voice tone, volume, etc.

Proxemics

Use of space

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benjaminmales.com/.../proxemics_small.jpg

Proxemics

Use of space

Saudi Arabia

Netherlands

US

Nonverbal…

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Gestures

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Postures play: mismatch and agree; match and disagree.

Postures

Command respect by standing tall…

Height of the average American male: 5'9”Height of the average Fortune 500 corporate CEO: 6'Percentage of Fortune 500 CEOs 6'2” or taller: 30Percentage of all American men 6'2” or taller: 3.9  Source: Gladwell, Malcolm. Blink: The Power of Thinking Without Thinking. New York: Little, Brown & Company, 2005.

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Eye Contact

Arab cultures

South Asian; African

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more

less

sender receiver

FeedbackBarrier

Encode

Barrier

Decode

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message

NOISE

Transparency overestimation

the belief that our goals and motives are more clearly recognized by the others than it is

actually true.

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The Johari Window

Joe Luft and Harry Ingham, 1955, 1984, modified by De Zan

I knowabout Me

You know about Me

Unknown area

FACADE

BLIND SPOT

ARENADisclosure

Feedback

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By Ji Lee, Creative Director for Google Creative Lab

Vagueness

Croesus, King of Lydia, consulted the Oracle at Delphi. The Oracle, a priestess of Apollo, told him that a great nation would fall if he crossed the Persian border. Assuming that the great nation was Persia, he crossed and was defeated. It turned out the great nation that fell was his own. Of course, if he had won, the oracle could also have claimed to be correct.

http://www.truthpizza.org/logic/vague.htm

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Six facets of effective listening, by Thomas N. Ingram, 1992

encourage to talk make no

assumptions

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Important steps:

1. Suspend your agenda (temporarily);

2. Attend to the speaker;

3. Clarify;

4. Reflect: - on emotions; on content.

Tips for Effective Listening

1. Make eye contact2. Use head nods and appropriate facial expressions 3. Avoid distracting actions or gestures 4. Ask questions 5. Paraphrase 6. Avoid interrupting the speaker 7. Don't over talk 8. Make smooth transitions between

role of speaker and listener

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Clarifying question•What do you mean?•Which effect have you observed? •When is the problem occurring, when not? •Do you have an idea why this is so?

Scaling question• If you where asked to give a grade, which would it

be? •On a scale 0-100, how is the personal benefit for you? •Which weighs more....?

Hypothetic question

•What would be necessary to happen so that...?•Assume, you would do... what could happen? •What would be necessary to make it better/worse?• Imaging the problem is not existent anymore, what

would be different?

Suggestive question Be careful!

•Don’t you agree...?•Don’t you think that this should be done?•Don’t you want to ...?

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Read: Nameless + Harmless = Blameless: When Seemingly Irrelevant Factors Influence Judgment of (Un)ethical Behaviorhttp://www.hbs.edu/research/pdf/09-020.pdf

Next Class: Influence. Ethics & Values.

Presentation: Ethics & Values.