CHAPTER 6

Communication,

Conflict, and Power

Communication

• Communication: Interactive process uses symbols and gestures to send and receive messages• Communication:

• A transaction• A process• Co-construction of meanings• Uses symbols

Communication

Communication - Evokes shared or common meaning in another person

Interpersonal Communication - Communication between two or more people

Communicator - Person originating message

Receiver - Person receiving message

Perceptual Screen - Window through which we interact with people that influences the quality, accuracy, and clarity of the communication

Communication

Message - Thoughts and feelings the communicator is attempting to elicit in receiver

Feedback Loop - Pathway that completes two-way communication

Language- Words, pronunciation & methods of combining them understood by a group of people

Communication Process

Communication Process

Basic Interpersonal Communication Model

Message• Context• Affect

Perceptual screens

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Perceptual screens

Communicator Receiver

Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture,

experiences, needs

One-way vs. Two-way CommunicationsOne-Way Communication *Person sends message to another person*No questions, feedback, or interaction follow

* Good for simple directions* Fast but often less accurate than 2-way communication

2-way Communication *Communicator & *Receiver interact

* Good for problem solving

Cultural Context of Communication

•More likely to interact with similar people •Social class•Race•Ethnic group

•Through shared words, gestures, or expressions

Cross-cultural Communication

• Body language: – use of arms by the Dutch, compared to– use of the whole upper part of body by

the French– The Dutch may perceive French as very

emotional and excited since the Dutch only use gestures made by the French when they feel deeply emotional

Cross-cultural Communication

• Silence – Western cultures: Silence marks pauses

in a discourse. – Eastern cultures: Silences are integral

part of communication. – Silences can indicate:

• Respectful agreement or disagreement • Modesty (avoid improper use of words)

Conflict & Power: Defensive Communication

Communication can be aggressive, attacking, & angry, or passive & withdrawing

Leads to:• injured feelings• communication breakdown• alienation• retaliatory behaviors• nonproductive efforts• problem solving failures

Defensive Tactics

Defensive Tactic Speaker Example

Power Play Boss “Finish this report by month’s 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 can’t finish an easy report?”

Defensive Tactics

Defensive Tactic Speaker Example

Misleading Information

Employee “Bill has not gone over the information I need for the report.” [Bill left Chris a copy of the report.]

Scapegoating Employee “Bill did not give me input until just today.”

Hostile Jokes Employee “You can’t be serious! The report isn’t that important.”

Deception Employee “I gave it to the secretary. Did she lose it?”

Non defensive Communication

Non defensive Communication •Assertive, direct, & powerful

Provides•Basis for defense when attacked•Restores order, balance, and effectiveness

Non defensive: Assertive

Assertiveness

Communication : Active Listening

• Attentive • Good eye contact• Good body language• Encourage other to continue

talking

10/ 23? Five-Stage Model of the Listening Process

Reflective Listening

Reflective Listening - Skill of listening carefully to another person and repeating back the message to correct 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 receiver’s role

• Helps receiver & communicator• Clearly & fully understand the message

• Useful in problem solving

Reflective Listening: 4 Levels of Verbal Response

Affirm contact

Paraphrase the expressed

Clarify the implicit

Reflect “core” feelings

Barriers to Communication

• Physical separation• Status differences• Gender differences• Cultural diversity• Language

Communication Barriers - Block or significantly distort successful communication

Channels of Communication

• Verbal Communication • Spoken exchange of words to convey:• Thoughts• Feelings• Information

• Non Verbal Communication• Communication that does not involve words

Barriers to Understanding Verbal Communication

• Bypassing: Misunderstanding words that have multiple meanings.

• Lack of precision: Incorrect or unclear language

• Overgeneralizing: Sweeping generalizations not supported by evidence

• Static evaluation: Statements that do not allow for change.

• Polarization: Seeing the word in black and white

• Biased language: Reflect biases about race, ethnicity, sex, sexual orientation, religious faith, or other cultures

Nonverbal CommunicationNonverbal Communication – Elements of communication that do not involve words

Four basic types

• Proxemics - Perception & use of space

• Kinesics - Body movements, including posture• Facial & Eye Behavior - Movements that add cues for receiver

• Paralanguage - Variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

10/28 Proxemics: Territorial Space

Bands of space extending outward from the body Differs from culture to culture

Proxemics: Culturally Variable

Kinesics - Body Movements

http://www.youtube.com/watch?v=9i7Gu_qfruo

Facial & Eye Behavior

Paralanguage• Twilight: Captioning the “gaspiest” movie ever

http://seanzdenek.com/2009/09/26/twilight-captioning-the-gaspiest-movie-in-the-world/

Harry Potterhttp://www.youtube.com/watch?v=0O3nPzuNIPo

Body Language Secrets! - Drago De Silver http://www.youtube.com/watch?v=e8-9HSsL9HQ

Lyinghttp://www.youtube.com/watch?v=P_6vDLq64gE

Examples of Decoding Nonverbal Cues

Boss fails to acknowledge employee’s greeting

No eye contact while communicating

Manager sighs deeply

Boss breathes heavily &

waves arms

He’s unapproachable!

My opinion doesn’t count

I wonder whathe’s hiding?

He’s angry! I’llstay out of

his way!

New Technologies for Communication

• Informational databases• Electronic mail• Voice mail• Cellular phone (smart)• Texting

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 diminish—less tact, less graciousness

• Non-verbal cues lacking• Alters social context• Easy to become overwhelmed with information

• Encourages polyphasic activity (doing more than one thing at a time)

Strive for message

completeness

Tips for Effective Use of New Communication Technologies

Build infeedback

opportunities

Providesocial

interactionopportunities

Don’t assume

immediateresponse

Is themessage

reallynecessary?

Regularlydisconnect

from thetechnology

Providesocial

interactionopportunities