behavioural science pp t
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AMITY BUSINESS SCHOOL
MBA
BEHAVIOURAL SCIENCES
DR TARANJEET DUGGAL
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Name of InstitutionObjectives of the programs
To encourage the participants to
understand communication, human
communication and interpersonal
communication.
To establish inter personal
communications the core of our existence
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Name of InstitutionOBJECTIVES
To define communication andunderstand the communication process
in detail
To help personnel use communication
as a tool for improving interpersonal
relations.
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Name of InstitutionCOMMU!C"T!O
Communication is the process of managingmessage for the purpose of creating
meaning.
Communication can be said to be the
passing of information from one person to
another and understanding it.
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Message
Managing
Meaning.
Three #e$ elements of
communication process %
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Name of InstitutionCOMMUNICATION
MESSAGE
Messages are the &ords sounds, actions and gestures that people
express to one another &hen the$ interact.
MANAGING
Managing refers to the handling or supervising of people or some
process or material.
MEANING
Meaning refers to the interpretation people assign to a message ' ho&
it is recogni(ed or understood.
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Name of InstitutionThe Communication )rocess
" T*O *"+ )OC-
-ncoding Channel /ecoding eceiver
Message Message Message Message
0eedbac
Source
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0"CTO O0
COMMU!C"T!O
-/- O T"M!TT-
)U)O-
-CO/!2
T"M!!O
/-CO/!2
0--/3"C#
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3-4"5!OU"6
COMMU!C"T!O
7 " problem &ell stated is alread$ half solved8
COMMUNICATE COMMUNICARE
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Name of InstitutionCOMMUNICATION AS PERSUASION
Communication as persuasion involvesinfluencing others in order to achieve $our o&n
goals.
)ersuasion is the use of communication toreinforce change or modif$ an audience
attitude, value, belief or actions.
uccessful communication is measured b$
$our abilit$ to persuade others and move them
in the direction $ou choose.
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9 C:s O0 COMMU!C"T!O
Completeness
Conciseness
Considerateness
Concreteness
Clarit$
Courtes$
Correctness
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Name of InstitutionT4- 0OU :s
hortness
implicit$
trength
incerit$
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Name of InstitutionCOM)O-T O0 3O/+
6"2U"2-KINESICSKINESICS
0acial -xpressions-$e Contact
2estures
"ppearance
4ead and )osture
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)""6"2U"2-
!ts components are%
5oice
)itch 5ariation
peaing peed
)ause
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Name of Institution4o& to !mprove verbal
communication Thin and prepare before $ou spea.
3e brief and to the point.
a$ the most important things first, to helpthe person remember them.
Using positive &ords to challenge limiting
belief. "sing the right Auestions.
cont..
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"l&a$s give the person the opportunit$ to
as clarif$ing Auestions. !f the$ don:t
understand &hat $ou are asing, the$
can:t give $ou accurate information.
educe $our usage of verbal pauses.
"void careless language.
3e explicit, /onBt raise irrelevant points.
4o& to !mprove verbal
communication
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Name of Institution*hat is inter personal
communication !nterpersonal communication is a special form of
human communication that occurs &hen &e
interact simultaneousl$ &ith another person and
mutuall$ influence each other.
imultaneous interaction means that the
communication partners are both acting upon
the same information at the same time.
Mutual influence means that both partners are
affected b$ the interaction
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Name of InstitutionCOMPARING KEY DEFINITIONS
Term
Communication
4uman Communication
!nterpersonalCommunication
/efinition
The process of acting upon
information
The process of maing senseout of the &orld and sharing that
sense &ith others.
The process of interacting
simultaneousl$ and sharingmutual influence &ith another
person.
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Name of Institution4uman Communication% " t&o &a$
process
RXTX
COMMUNICATION
FEEDBACK
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Name of InstitutionCommunication as sharing
meaningTwo models of sa!in" #ommuni#ation a!e$
!nteractive Model
Transactional Model
!nteractive model% use communication assharing meaning and adds off feedbacloop that lins the receiver to the source
Transactional model% maintains that peopleare senders and receiver of messagessimultaneousl$.
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THREE GOALS FOR INTERPERSONAL
COMMUNICATION
Mae sure $our message is understood
Mae sure $our message has the effect $ou
intended.
Mae sure $our message is ethical.
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Name of InstitutionC(ARACTERISTICS O& INTERPERSONA%
RE%ATIONS(IPS
!nterpersonal relationships..
ange from impersonal to interpersonal
-mphasi(e content and emotions
Ma$ be complementar$ or s$mmetrical
"re governed b$ rules
-volve in stages.
ange from self;oriented to other;oriented.
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Name of Institution%ISTENING AN) (EARING
%ISTENING
6istening is a learned communication sill so it
emplo$s much more than hearing.
(EARING
4earing is an automatic process that involves
the ps$chological repetition of sound.
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%ISTENING PROCESS
%e*ellin"
Sa!'enin"
Assimilation
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Name of Institution*4"T ! 6!T-!2D
ensing
!nterpreting
-valuating
emembering
esponding
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Name of InstitutionM+T4 = -"6!T!- O0
COMMU!C"T!O M+T4' *e Communicate
Consciousl$ "nd
/eliberatel$
' *e Communicate
)rimaril$ Through*ords
' *ords *e pea
mean The ame To
-ver$one
' Communication !s "
One ided )rocess
' Message ent =
eceived "re !dentical
-"6!T!-
' *e Communicate
UnConciousl$ "t "ll Times
on;5erball$
' *e Communicate Most
Through on 5erbal, igns,-tc.
' Meaning Of The poen
*ords 6ies More !n The
)erception Of The 6istener
' !t !s -ssentiall$ " T&o *a$
)rocess
' Transmission and eception
Of Message Can ever 3e
!dentical
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7!t reall$ boils do&n to thisE that
all life is interrelated. *e are
caught in an inescapablenet&or of mutualit$.8
Martin 6uther #ing Fr. 1GH9
IG
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Name of Institution/efining !nterpersonal
Communicationo far &e:ve seen that interpersonal
communication is a primar$ &a$ to meet a
range of human needs. *e no& &ant to
clarif$ &hat interpersonal communication is
so that &e have shared understanding of
&hat it includes and means.
?J
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Name of Institution*hat distinguish interpersonal
communicationD*hat distinguishes interpersonal
communication is the particular Aualit$ or
character, of interaction. This emphasi(es
&hat happen bet&een people, not &here
the$ are or ho& man$ are present. 0or
starters, then, &e can sa$ that interpersonalcommunication is a distinct t$pe of
interaction bet&een people.
?1
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Name of InstitutionThe Communication Continuum
!mpersonal !nterpersonal!t +ou Thou
These distinctions are captured in poetic
terms b$ philosopher Martin 3uber K1G9JL
&ho distinguishes bet&een three levels ofcommunication% !; !t, !; +ou and !; Thou
?I
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Name of Institution!;!t Communication
!n an !;!t relationship, &e treat others ver$impersonall$, almost as objects.
!n !;!t communication &e do not
acno&ledge the humanit$ of other peopleE&e ma$ not even affirm their existence.
alespeople, severs in restaurants and
clerical staff often are treated not aspeople but as instruments to tae orders
and deliver &hat &e &ant.
??
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Name of Institution!;$ou Communication
!;+ou communication, &hich accounts forthe majorit$ of our interactions. )eople
acno&ledge one another as more than
objects.
The$ don:t full$ engage each other as
uniAue individuals. 0or example% suppose
$ou go shopping and sales cler ass, 7Ma$
! help $ouD8 Chances are $ou &on:t have adeep conversation &ith the cler, but might
treat him or her as more than it.
?
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!;+ou relationship ma$ also be more
personal than interactions &ith salesclers. 0or instance, &e tal &ith others in
our classes and on our sports teams in
&a$s that are some&hat personal. !n the &orplace the majorit$ our
relationships are !;+ou.
*e interact &ith peers, superiors andsubordinates &ithin our job roles.
?>
! Th C i i
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Name of Institution!;Thou Communication
The rarest ind of relationship involves !;Thou
Communication. 3uber regarded this is as thehighest form of human dialogue because each
person affirms the other as cherished and uniAue.
*hen &e interact on an !;Thou level, &e meet
other in their &holeness and individualit$. !nstead of dealing &ith them as occupants of
social roles, &e see them as uniAue human
beings &hom &e no& and accept in their totalit$.
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"lso, in !;Thou communication &e don:t
mas ourselves% instead, &e openourselves full$, trusting others to accept us
as &e are &ith virtues and vices, hopes
and fears, strengths and &eanesses. 3uber believed that onl$ in !;Thou
relationship do &e become full$ human,
&hich for him meant &e discard the guise&e use most of the time and allo&
ourselves to be completel$ genuine in
interaction.?9
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!n !;Thou relationships, ho&ever, &e
engage in Nbeing: through &hich &e reveal&ho &e reall$ are and ho& &e reall$ feel.
0or 3uber, onl$ !;Thou communication is
full$ interpersonal because onl$ in !;Thou
encounters do &e met each other as
&hole existential people.
?@
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Name of InstitutionModels of !nterpersonal
Communication To gain that, &e:ll examine three models of
interpersonal communication to see ho&
thining about interpersonal
communication has progressed over the$ears.
Models are attempts to represent &hat
something is and ho& it &ors.
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Name of Institution1. 6inear Model
!n 1G@ 4arold 6as&ell developed an
initial model of communication.
"ccording to 6as&ell:s model,
communication is a linear, or one;&a$,
process in &hich one person acts on
another person.
6as&ell didn:t use a visual diagram to
represent his vie& of communication.
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!nstead, he provided a verbal model that
consisted of five Auestions describing a
seAuence of acts that mae up
communication%
;*hoD
;a$s *hatD
;!n *hat ChannelD
;To *homD
;*ith *hat -ffectD
1
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Name of Institution6inear Model of Communication
0ig1.? hannon = *eaver:s Model
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"lthough earl$ models, such as those b$
6as&ell and hannon and *eaver areuseful starting points in thining about
&hat interpersonal communication is and
ho& it &ors. These linear models havethree serious shortcomings.
0irstl$, the$ portra$ communication as
flo&ing in the onl$ one direction fromsender to receiver.
This suggests that listeners onl$ listenE
the$ never send messages.?
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"lso, it suggests that speaers onl$ spea%
the$ never listen or receive messages fromlisteners.
The second &eaness of linear models is
that listeners passivel$ absorb sender:smessages and don:t respond.
The third deficienc$ of listen model is that
the$ represent communication as aseAuential set of actions in &hich
stepKlisteningL follo&s an earlier
stepKtaling.L
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Name of Institution!nteractive Model of
Communication
>
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Name of Institution?. Transactional Model To overcome the &eaness of interactive
models, &e need a model that emphasi(es thed$namism of interpersonal communication and
the multiple roles assume during the process.
"n accurate model &ould include the factor oftime and &ould depict other aspects of
communication; such as messages, noise and
fields of experience; as var$ing over time
rather than as constant.
H
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Name of InstitutionTransactional Model of
Communication
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Name of Institution/efinition of !nterpersonal
Communication
!nterpersonal communication is a
selective, s$stematic, uniAue and ongoing
process of interaction bet&een people
&ho reflect and build personal no&ledge
of one another and create shared
meanings.
@
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Name of Institution *e:ll discuss e$ terms in this definition so that &e
have a common understanding of interpersonal
communication.;elective
;$stematic
;UniAue
;Ongoing process
;!nteraction
;!ndividuals
;)ersonal #no&ledge;Meanings
G
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Name of Institution)rinciples of !nterpersonal
Communication
The definition of interpersonal
communication and our discussion of
reasons &e communicate suggest eight
basic principles. Understanding these &ill
help $ou communicate more effectivel$ in a
variet$ of contexts.
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*e cannot not communicate
Communication is irreversible
!nterpersonal communication involves ethical choices
Meanings are constructed in interpersonal communication Meta communication affects meanings
!nterpersonal communication develops and sustains
relationships
!nterpersonal communication is not a panacea !nterpersonal communication effectiveness can be learned
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Name of Institution2uidelines for !nterpersonal
Communication Competence0ive sills are closel$ tied to competence in
interpersonal communication%
/evelop a range of sills
"dapt communication appropriatel$
-ngage in dual perspective
Monitor $our communicationCommit to effective and ethical
interpersonal communication
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INTERPERSONA% COMMUNICATION
ST+%ES
"ssertiveness
on;assertiveness
"ggressiveness
"ssertiveness is standing up for oneself one:s
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g p
rights in such a &a$ that the other person:s right
are not violated.
on;assertiveness is to fail to stand up for oneself
and one:s rights effectivel$ and also is an
expression of po&erlessness.
"ggression is a form of negative personal po&er.
!t is concerned &ith standing up for oneself and
one:s rights in such a &a$ that the right:s of othersare violated.
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Name of InstitutionSEE-SAW OF BEHAVIOURS
SELFOTHERS
AGGRESIVE
ASSERTIVE
NON-ASSERTIVE
Inflate ones ego
Incapacitate
Self
Epo!e" Self
F#el ot$e"s
Hig$ $an%e%ness
t %o!n
Ot$e"s
Epo!e"
Ot$e"s
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!nterpersonal
elationship !s "ffected3$ !nterpersonal
Communication
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Name of Institution,at is Inte!'e!sonal
Relationsi' -IR./
)efinition
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Inte!'e!sonal !elations dete!mine te wa0 a 'e!son 1ea*es wit ote!s
It is te inte"!ation of 'eo'le into wo!2 situations tat moti*ates tem to
wo!2 to"ete! '!odu#ti*el0 and #oo'e!ati*el0 fo! '!o*idin" e#onomi#3
's0#olo"i#al and so#ial satisfa#tion
Inte!'e!sonal !elations e*ol*e o*e! a se!ies of t!ansa#tions and
instan#es 1etween two o! mo!e indi*iduals4
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Name of InstitutionConcept
Te #on#e't of inte!'e!sonal !elations #omes
f!om unde!standin" ote!s feelin"s and
attitude3 te!e10 de*elo'in" mo!e !es'e#t fo!
'eo'le and a##e'tin" tem as indi*iduals
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Name of Institution2oals Of !nterpersonal
elations
To gain better understanding of one:s self
To broaden and sharpen sensitivit$ to the
feelings of others
To develop respect for others and
create a conducive environment
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!nterpersonal elationships
so#ial asso#iations
#onne#tions
affiliations
1etween two o! mo!e 'eo'le
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Name of Institution/!M-!O O0 !T-)-O"6
-6"T!O4!)
TRUST The degree to &hich &e are comfortable disclosing personal
information about ourselves to another.
INTIMAC+ The degree to &hich individuals depend upon each other for
acceptance and confirmation of their self;image.PO,ER The abilit$ to influence another person in a desired direction.
lf -ffi
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Name of Institutionelf -fficac$
elf -fficac$ is N! can : belief .
elf -fficac$ is defined as people:s beliefsabout their capabilities to produce
designated levels of performance thatexercise influence over events.
" strong sense of efficac$ enhances human
accomplishment and personal ℓbeing. uccess builds a robust belief in one:s
personal efficac$.
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) l -ffi K ! C 3 li fL
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Name of Institution)ersonal -fficac$ K ! Can 3eliefL
and ole -fficac$
)ersonal -fficac$ is a generalised notion
&hile self efficac$ is a subset and refers to
specific sill sets and competencies. ole -fficac$ is ho& confident a person
feels in approaching a role.
-ff t f -ffi
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Name of Institution-ffects of -fficac$
!nfluences the choices people mae
Course of action people pursue
/etermines ho& much effort people expend !nfluences the amount of stress and anxiet$
individuals experience.
The level of accomplishment the$ realise.
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St!on" effi#a#0 1eliefs #!eate feelin"of #e!taint0 in a''!oa#in" diffi#ult
tas2s4
,ea2 self effi#a#0 foste!s st!ess 3
de'!ession3 and a na!!ow *ision ofow 1est to sol*e a '!o1lem4
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Identif0 te a!ea of i" andlow effi#a#0 in 0ou! wo!2
-P!ofessional . situation
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SE%& )ISC%SOURE$ A KE+ TO
INTIMATE -Com'lete
A##e'tan#e .RE%ATIONS(IPS
Self )is#losu!e % A )an#e
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Name of InstitutionSelf )is#losu!e % A )an#e
"s per )aul !nsel Nelf /isclosure has
been described as a )an#e:
Must be reciprocated at a mutuall$regulated pace.
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Info!mation a1out Self
Self
)es#!i'tion
%ow Ris27ualit0 - su# as
a"e3 fa*ou!ite
food.
Self )is#losu!e
(i" Ris2 7ualit0
-ones fea!s 3 t!aumaset#4.
SE%& )ISC%OSURE AN) RECIPROCIT+
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Name of InstitutionSE%& )ISC%OSURE AN) RECIPROCIT+
Re#i'!o#it0 is te st!on"est no!m ofdis#losu!e4
T!ou" !e#i'!o#al dis#losu!e 3 one #an#onfi!m ote! 'e!son8s self #on#e't and
also a*e one8s self #on#e't #onfi!med4
T!ou" !e#i'!o#it03 we "ain info!mation
and !edu#e un#e!taint0 a1out te ote!
'e!son4
S lf )i l A f l f
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Name of InstitutionSelf )is#losu!e $ A fuel of
Intimate Relationsi's
A##o!din" to )e!ele"a3 it 'la0s a ma5o!
!ole in intimate !elationsi's4
Intimate Relationsi' im'liesun#onditional 'ositi*e !e"a!d4
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Jou!a!d3 foundin" fate! of
self dis#losu!e teo!0 and
!esea!# $
P!ima!0 "oal ismaintenan#e of one8s
mental ealt4
Goals of self dis#losu!e
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To gain no&ledge about the other person
as &ell as about oneself.
ense of support and confirmation of self
&orth.
"cceptance of one:s Ntrue self:.
)eople become free, open and trusting ofothers.
Benefits of Self )is#losu!e
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!ncreased accurac$ in communication )eople need to report both 0acts and
feelings.
eduction of stress
elationships built on Nless than honest$are built on sand,:
-xcellent method of repairing a damagedrelationship.
Ris2s of dis#losu!e
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Name of InstitutionRis2s of dis#losu!e
(i" de"!ee of *ulne!a1ilit04
9T!ue self8 ma0 1e !e5e#ted4
Too mu# o! too little dis#losu!e#an dama"e a !elationsi'
-'!o#ess of dis#losu!e is #onfusin"
and diffi#ult .
(ow mu# )is#losu!e is
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Name of Institution(ow mu# )is#losu!e is
a''!o'!iate /
Unde!)is#lose! %
*ants to remain
in control
O*e!)is#lose! %
*ants someone
to tae charge of
one:s o&n life.
Golden Rule $ See2 a Balan#e
Com'lete
Con#ealment Com'lete O'enness
T&o Models of elf "&areness
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Name of InstitutionT&o Models of elf "&areness
ocial )enetration Model K !r&in "ltman
and /almas Ta$lor L
Fohari *indo& K Foseph 6uft and 4arr$
!ngham L
SOCIA% PENETRATION MO)E%S
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+our Nelf: &ith all its various dimensions. The pies represent
the breadth of $our Nself: , and the rings represent the depth.
A
SOCIA% PENETRATION MO)E%S
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Name of Institution
"n intimate relationship. /isclosure is complete. The inner
most circle is an individual:s sense of self or the real self . !t is
disclosed in an intimate relationship.
)
FO4"! *!/O* KF h 6 ft d 4 ! h L
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Name of InstitutionFO4"! *!/O* KFoseph 6uft and 4arr$ !nghamL
#no&n to self ot no&n to self
#no&n
to
Other
o
t
#n
o&n
to
Other
OPEN B%IN)
UNKNO,N(I))EN
(O, )ISC%OSURE (E%PS
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Name of Institution(O, )ISC%OSURE (E%PS 64
SE%& )ISC%OSURE
Awa!eness of self and
Awa!eness of ote!s
(i"e! Self
A##e'tan#e
%A+S T(E &OUN)ATION &OR (ONEST RE%ATIONS(IPS
fInte! Pe!sonal Relationsi'
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Name of InstitutionInte! Pe!sonal Relationsi'
A state of Relatedness o!
Conne#tedness 1etween
'eo'le - es'e#iall0 anemotional #onne#tion .
N f I tit tiInte! Pe!sonal Relationsi'
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Name of InstitutionInte! Pe!sonal Relationsi'
el's to.
To gain better understanding of one:s
self. To broaden and sharpen one:s
sensitivit$ to the feelings of others.
To create a conducive &oringenvironment.
N f I tit ti
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Name of Institution
RELATIONAL
DEVELOPMENT
INTE
RPER
SONAL
COM
MUNI
CATION
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N f I tit ti
Model of !elationsi' de*elo'ment
.
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Name of Institution
-Es#alation.tagetage 0eatures0eatures
P!e:P!e:Inte!a#tionInte!a#tionAwa!enessAwa!eness
-silent-silent
E;amination.E;amination.
;Passi*e St!ate"0Passi*e St!ate"0
A#
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Name of Institution
Intensifi#atioIntensifi#atio
n sta"en sta"e
Be"innin" of de'enden#eBe"innin" of de'enden#e
on ote! fo! self:on ote! fo! self:#onfi!mation4#onfi!mation4
Intima#0Intima#0sta"esta"e
Pa!tne!s see2Pa!tne!s see2#onfi!mation and#onfi!mation anda##e'tan#e of one8s self:a##e'tan#e of one8s self:#on#e't#on#e't
Name of InstitutionRelational )e:es#alation
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Name of Institution
Tu!moil=Tu!moil=
Sta"nationSta"nation
Mutual A##e'tan#e de#linesMutual A##e'tan#e de#lines
)e:)e:intensifi#atiintensifi#ati
on sta"eon sta"e
)e#!ease te de'enden#e)e#!ease te de'enden#eon te ote! fo! self:on te ote! fo! self:
#onfi!mation4#onfi!mation4
Name of InstitutionRelational )e:es#alation
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Name of Institution
Indi*iduali>Indi*iduali>ation Sta"eation Sta"e
Get to te!ms wit !ealit0Get to te!ms wit !ealit0
Se'a!ationSe'a!ation
Sta"eSta"e
Intentional de#ision toIntentional de#ision to
eliminate fu!te! inte!a#tion4eliminate fu!te! inte!a#tion4
Name of InstitutionRelational )e:es#alation
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Name of InstitutionRelational )e:es#alation
Post:Post:Inte!a#tionInte!a#tion
Effo!ts ma0 1e needed toEffo!ts ma0 1e needed to!e5u*enate one8s sense of!e5u*enate one8s sense ofself4self4
Name of InstitutionEs#alatin" Relationsi'
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Name of InstitutionEs#alatin" Relationsi'
"s relationship escalates
*e become more trusting
/isclosure increase
elationship becomes
!ntimate K Complete "cceptance L
Name of InstitutionMaintainin" Relationsi's
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Name of InstitutionMaintainin" Relationsi's
:As 'e! !esea!#e! Ste*e )u#23 te 1esttool to sustain a !elationsi' is TA%K4
; A1le to *e!if0 and #onfi!m tei!CONNECTE)NESS4
Name of InstitutionRelational )e:es#alation
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Name of InstitutionRelational )e es#alation
; eduction in intimac$.
; eduction in self;disclosure.
; elationship ma$ descend throughvarious stages before reaching
termination.
; Termination is not inherentl$ bad.
Name of Institution
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Name of Institution
The primar$ goal of self disclosure is tobuild strong and health$ interpersonal
relations.
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