chapter 8 interpersonal communication. understand the transactional model of communication list...

Chapter 8

Interpersonal Communication

Understand the transactional model of communication

List common sources of distortion in communication

Identify gender differences in communicationIdentify cultural differences in communicationDescribe and identify the five response styles

Objectives

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

8 -1

Explain how to create a non-defensive communication climate

Recognize assertive communication and utilize I-statements

Improve your active listening skills

…Objectives


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Communication - Defined

Communication is the process by which information is exchanged between

communicators with the goal of achieving mutual understanding


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Transactional Model of Communication

A’s Field of Experience

B’s Field of Experience

Shared Field of Experienceand Symbolic Interactions over Time Communicator B

Communicator A

Noise


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Noise - Defined

Noise is anything that interferes with the intended communication

Three types of noise:EnvironmentalPhysiologicalEmotional

Noise


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Arc of Distortion

What A communicates but does not in

tend

Arc of distortion

What A intends to communicateReceiver

BASender


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Sources of Distortion -Barriers to Communication

Poor relationshipsLack of clarityIndividual differences in

encoding/decodingGenderPerception


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…Sources of Distortion -Barriers to Communication

CultureMisinterpretation of nonverbal

communicationDefensivenessLack of feedback and clarificationPoor listening skills


8 -8

Meaning Lies in People not Words

People are unique so they encode and decode messages differently

Only 7% of meaning comes from words – 55% comes from facial expressions and posture and 38% from vocal intonation and inflection

Words have different connotations for different groups


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Women Concern: connect Maintain relationships Seek and give

confirmation and support Aim for consensus When arguing, ask more

questions and agree more; challenge less

Gender Differences in Communication

Men Concern: status Being one up/not

one down Aim for dominance

GenderRole

StereotypesOrganizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

8 -10

Gender Differences and PowerMen and people of high status talk more than

women and people of low status

In formal meetings, men are more likely to: gain and keep the floor for more time, regardless

of status interrupt others control the topic redefine what women say

But some women in powerful positions

also interrupt others


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Women Are More Likely To...

Be interrupted when they speak Use qualifiers (maybe, perhaps, sort of) Use disclaimers (I’m not really sure…) Phrase orders politely Frame orders as questions Use intensifiers


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Cultural Communication Styles

Low versus high context

Direct versus indirect

Self-enhancement versus self-effacement

Use of silence and nonverbal gestures


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Low Vs. High Context

Low-Context Relies on explicit verbal

messages

Onus on sender to craft and transmit a clear message

Found in individualistic cultures

High-ContextRelies on information

in the physical context or internalized in the person

Onus on listener to “read” meaning into message

Found in collectivist cultures


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Direct Vs. Indirect

DirectExplicit messagesForthright tone of

voice

IndirectImplicit/camouflaged

messagesVerbal statements

hide speaker’s meaning


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Self-enhancement Vs. Self-effacement

Self-enhancementBoast about

accomplishments and abilities

Self-effacementEmphasize humility

Modest talk Verbal restraints Hesitations

Self-deprecation


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Silence and NonverbalGesture

Interpreted differently across cultures:Silence

Respect Disapproval Harmony Lack of understanding

Nonverbal gestures Body movements Facial expressions Tone of voice


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Response Styles

EvaluativeInterpretiveSupportiveProbingUnderstanding


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Defensive/Non-defensive Communication Climates

Defensive Climates Evaluation Control Strategy Neutrality Superiority Certainty

Supportive Climates Description Problem orientation Spontaneity Empathy Equality Provisionalism


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Assertiveness Defined

Nonassertive----Assertive----Aggressive (No influence) (Positive (Negative influence) influence)

The ability to communicate clearly and directly what you need or want


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I-Statements

Effect

Feeling

Behavior


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When you come late to class, it disrupts what’s going on and we have to

stop to orient you and figure out what group you should join –

and that’s annoying

I-Statements


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Congruent Communication

Thoughts FeelingsFeelings


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Active Listening

Being non-evaluative Paraphrasing Reflecting implications Reflecting underlying feelings Inviting further contributions Using nonverbal response


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Communication Channels

Rich communication (multiple channels): Verbal Visual Nonverbal Emotional

e.g., face-to-face

Lean communication (limited channels): Language alone

e.g., e-mail, emoticons


8 -25

chapter 8 interpersonal communication. understand the transactional model of communication list...

Documents

experiential approach

e joyce

assertive communication

intended communication

skills organizational

sender organizational

communication men concern

gender differences