Behave Comm

8/8/2019 Behave Comm

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Communication and its types

Communication


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Communication

Communication - the evoking of a shared or commonmeaning in another person

Interpersonal Communication - communicationbetween 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 weinteract with people that influences the quality,accuracy, and clarity of the communication


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Communication

Message - the thoughts and feelings that the

communicator is attempting to elicit in thereceiver

Feedback Loop - the pathway that

completes two-way communication


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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


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Basic Interpersonal

Communication Model

EventXMessage

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


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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 ormisunderstandings

This complex

process needs

to be divided to

be understood

What I heard you

say was we willunderstand the

process better if we

break it into steps


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Reflective Listening

Emphasizes receivers role

Helps the receiver & communicator clearly and

fully understand the message sent

Useful in problem solving


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R

eflective Listening

Reflective listening emphasizes

the personal elements of the communicationprocess

the feelings communicated in the message

responding to the communicator, not leading thecommunicator

the role or receiver or audience

understanding people by reducing perceptualdistortions and interpersonal barriers


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Reflective Listening:

4 Levels of Verbal Response

Affirm contact

Paraphrase the expressed

Clarify the implicit

Reflect core feelings


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One-way vs. Two-way

Communications

One-WayCommunication - a

person sends a messageto another person and noquestions, feedback, orinteraction follow

Good for givingsimple directions

Fast but often lessaccurate than 2-way

communication

Two-WayCommunication - the

communicator & receiverinteract

Good for problemsolving


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Five Keys to Effective

Supervisory Communication

Expressive speaking

Empathetic listening

Persuasive leadership

Sensitivity to feelings

Informative management


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Barriers to Communication

Physical separation

Status differences

Gender differences

Cultural diversity

Language

CommunicationBarriers -

factors that block

or significantly

distort successfulcommunication


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D

efensive Communication

Defensive Communication - communication thatcan be aggressive, attacking & angry, or passive

& withdrawingLeads to

injured feelings

communication breakdowns

alienation

retaliatory behaviors

nonproductive efforts

problem solving failures


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Nondefensive Communication

Nondefensive Communication -

communication that is assertive, direct,

& powerful

Provides

basis for defense when attacked

restores order, balance, andeffectiveness


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Two Defensiveness Patterns

Dominant Defensiveness -

characterized by active,

aggressive, attacking behavior

Subordinate Defensiveness -

characterized by passive,

submissive, withdrawingbehavior


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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?


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Defensive Tactics

Defensive Tactic Speaker Example

Misleading

Information

Employee Morgan has not gone over with

me the information I need forthe 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?


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Non defensive 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

CatherineCriers rules to non defensivecommunication

1. Define the situation2. Clarify the persons position

3. Acknowledge the persons feelings

4. Bring the focus back to the facts


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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


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c

c = social 4-12b

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 12


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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

CommunicationO


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Examples ofDecoding Nonverbal Cues

Boss fails to acknowledge

employees greeting

No eye contact

while

communicatingManager sighs deeply

Boss breathes

heavily &

waves arms

Hes

unapproachable!

My opiniondoesnt countI wonder whathes hiding?

Hes angry! Ill

stay out of

his way!


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New Technologies

for Communication

Informational databases

Electronic mail systems

Voice mail systems

Fax machine systems

Cellular phone systems


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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


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Communication can become more impersonal--interaction with a machine

Interpersonal skills may diminish--less tact, lessgraciousness

Non-verbal cues lacking

Alters social context

Easy to become overwhelmed with information

Encourages polyphasic (multitasking) activity

How Do New Technologies

Affect Behavior?

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