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Focusing on Interpersonal Communication

Chapter 2Lecture Slides

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Successful Communication

• The contested The contested nature of reality and our interpretation of it.

• That reaching understanding may take more time and effort.

• That others’ views and perceptions may be as valid as our own.

Requires recognition ofRequires recognition of

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Requires OpennessRequires Openness

•To others’ views and opinions.

•To the perceptions of others.

Every Two-person CommunicationEvery Two-person Communication = = Six PersonsSix Persons

11 © 2009 Cengage Learning. All rights reserved.

1.1. How you view yourself.How you view yourself.

2.2. How you view the other How you view the other person.person.

3.3. How you believe the other How you believe the other person views you.person views you.

4.4. How the other person How the other person views himself or herself.views himself or herself.

5.5. How the other person How the other person views you.views you.

6.6. How the other person How the other person believes you view him or believes you view him or her.her.

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The 5 Dimensions of Emotional Intelligence

• Self awareness: The ability to be aware

of what you are feeling.

• Self-management: The ability to manage

one’s emotions and impulses.

• Self-motivation: The ability to persist in

the face of setbacks and failures.

• Empathy: The ability to sense how

others are feeling.

• Social skills: The ability to handle the

emotions of others.11

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Learning Objective 2

Describe the different communication styles.

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3 Styles of Communication Avoidance: a conscious attempt to avoid

engaging with people in the dominant group.Aggressive: sabotage supportive relationships by

creating defensiveness and alienating others. Assertiveness: self-enhancing, expressive

communication that takes into account both self and others’ needs.

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Communicating Assertively

Describe how you view the situation

Disclose your feelings

Identify effects

Wait for a response

Paraphrase the other’ response

Ask for or suggest a solution

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Active Listening

Active listeners make the speaker feel valued, important, and free to

speak their mind.

Listening is a learned skill.

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Learning Objective 3

Define the different types of influence in interpersonal communication.

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Influence and Compliance

• Attempts made by communicator to influence another

• Occurs when favors are requested

• Involves series of attempts

• Reward or benefits increase success of compliance

• Refusal to comply with influence attempts

• Resisters offer reasons or evidence to support refusal

• Sensitive, adaptive people engage in more influence attempts

• Address initial obstacles and offer counterarguments

Compliance-GainingCompliance-Gaining Compliance-resistingCompliance-resisting

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Interpersonal Influence

Persuasiveness and poise

Conversational control and Panache

Interpersonal Influence

Self-Assurance

Task focus

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Rational Explanation

Influence that includes some sort of formal presentation, analysis, or proposal.– Subordinate must learn to tailor his or

her approach to the audience he or she is attempting to influence and the objective that is sought.

– The most frequently used type of influence that subordinates use on superiors.

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Learning Objective 4

Describe the role of nonverbal messages in communication.

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• Metacommunication

• Kinesic Messages– Visual

– Vocal

Nonverbal Communication Conveys Added Meaning

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Remember This!

Metacommunication: a message that, although not expressed in words, accompanies a message that is expressed in words.

“Your solution is perfect”

may convey

“You are efficient,”

or “I like your work”.

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MetacommunicationMessage sent Message implied Message inferred by senders by receivers

“Be on time.”““An early start is the best one.”OR“You are often late.”

“She thinks I’m always late.”

“Take more time with your work.”

I want to help you improve.”ORWe can’t afford any more foul-ups.”

“He thinks I’m careless, and this comment is a warning.”

“This work is better.”

“Good solid revisions.”OR“Your work finally shows promise.”

“Was my previous work bad?”

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Remember This!

Kinesic Communication: an idea expressed through nonverbal behavior that receivers gain additional meaning from • Visual—gestures, winks, smiles, frowns,

sighs, attire, grooming, and all kinds of body movements.

• Vocal—intonation, projection, and resonance of the voice.

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Understanding Nonverbal Messages

• Cannot be avoided

• Vary between people and cultures

• May be intentional or unintentional, beneficial or harmful

• May contradict and receive more attention than the verbal message

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Understanding Nonverbal Messages

• May receive more attention than verbal messages

• Provide clues about sender’s background and motives

• Influenced by circumstances surrounding communication

• May be beneficial or harmful

• May vary depending upon person’s gender

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Cultural Differences in Nonverbal Communication

ActionU.S.

interpretationOther interpretations

Thumbs up “Good job!” Islamic countries: obscenity; Bangladesh: taunting

Eye contact “I am interested.” OR “I trust you.”

Japan: disrespect (esp. in women)

Slapping a co-worker on the back

“I enjoy working with you!”

Japan: aggressive

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Communication Styles of Men and Women

• Men are more likely to _______ discussion

• Women ____ less and assume more __________ roles

• Both may use exclusionary ________ that reinforces stereotypes

• Women may show verbal _______________ while men use vocal cues to ________ the group

control

talksupportive

language

submissivenesscontrol

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Learning Objective 5

Identify aspects of effective listening.

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What type of listening are you engaged in at this time?

1. Casual listening

2. Listening for information

3. Intensive listening

4. Empathetic listening

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Poor Listening Habits

• Faking attention

• Allowing disruptions

• Overlistening

• Stereotyping

• Dismissing subjects as uninteresting

• Failure to observe nonverbal aids

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Effective Listeners . . .

• Minimize distractions

• Get in touch with the speaker

• Show active involvement; do not interrupt

• Ask reflective questions

• Are aware of biases and filters that prevent effective listening

• Use lag time wisely

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