Introduction to Communication

Lecture_2Introduction to Communication

Non-verbal communication (NVC)We make and receive non-verbal signs whenever we are with others.These non-verbal signs can be placed under three main headings: (a) body language; (b) paralanguage; (c) dress.Body languageThis tells us a lot about peoples feelings, attitudes and intentions.Body language includes five main elements, as follows:Gesture: the way we use our arms and hands.Expression: the way that we signal with our faces.Body posture: the way that we hold our bodies.Body space and body proximity: how near to others we stand or sit. Varies from one culture to anotherEx: http://www.youtube.com/watch?v=NGVSIkEi3mM

Touch: is about who we touch, when, where and how.ParalanguageThis tells us a lot about how to interpret the meanings of words during a conversation. It describes the non-verbal signs which accompany speech.There are those signs which are separate from the words themselves. They are often about immediate reactions and emotions. We may whistle or gasp in surprise.People making public speeches are fond of er and um, which is really a sign forHold on, Im thinking up the next bit. We may scream with fright or groan with pain.The 3 Parts of CommunicationVerbalVocalVisual88Verbal Communication & Understanding7% Ability to understand comes from the particular words you say.

99Vocal Communication & Understanding38% Ability to understand comes from the way you say the words or excitement in your voice.https://www.youtube.com/watch?v=Kc2yRqat7q8

1010Vocal ExamplesMonotone and flat

Slow Speed and Low PitchHigh Pitched and EmpathicIm bored and not interested in what you are saying.Im depressed and want to be left alone.Im enthusiastic about the subject.1111Vocal ExamplesAbrupt Speed and Very Loud

High Pitched and Slow SpeedIm angry and not open to input.

I dont believe what Im hearing.1212Picture Your way to Effective CommunicationPitch

High or low; speech experts say low is desirable because it projects and is more pleasant to the employee.1313Picture Your way to Effective CommunicationPitchInflectionAvoid speaking in a monotone use feelings to express an idea or mood. Emphasize key words.1414Picture Your way to Effective CommunicationPitchInflectionCourtesyYour employees expect it.1515Picture Your way to Effective CommunicationPitchInflectionCourtesyToneIts not what you say, but how you say it. Your voice can reflect sincerity, interest, understanding, and sarcasm.1616Picture Your way to Effective CommunicationPitchInflectionCourtesyToneUnderstandingAdjust your language to your employee, no codes, no jargon.1717Picture Your way to Effective CommunicationPitchInflectionCourtesyToneUnderstandingRateThe basic rate is 120 words per minute.1818Test Your Rate 120 Words per Minute?!1919DressThe third kind of non-verbal communication that we use is to do with dress, hair, jewellery and make-up.personality, role, job and status.In addition, attitudes most often associated with clothing relate to :A desire to conform A desire for self-expression A desire for aesthetic satisfactionPrestige valuesThe desire for social participationPhysical comfort, and economy

Clothing also affects self-confidence. In one early investigation (Hurlock, 1929) all of the men studied believed that their estimate of a person was affected by his clothing, and 97% of all subjects reported feelings of increased self-confidence when they were well dressed.

SpeechSpoken words are sound signs.Speech is a code of signs, ruled by conventions.We expect words to appear in a certain order (called syntax)to be combined in a certain way to produce proper called grammarUtterance is the formal term used to describe a collection of words which express an idea. Ex: terrible weather yesterday is an utterance, even though it is not a sentence with a verb.DialectAccent should not be confused with dialect. Certain accents may go with certain regional codes, but accent is part of the sign system of paralanguage.Received pronunciation (RP) is a phrase used to describe one accent which is associated with the correct pronunciation of words.Register: Upper & LowerUpper register is simply a rather more careful kind of language with a wide vocabulary and formal syntax, which we would use when we want to be careful about what we say for example, if we were giving evidence in court.Speech uses idiom and colloquialisms:Colloquialisms are the characteristics of everyday, casual speech. They appear in lower-register use. Simple examples are wont and cant for will not and cannot.Idiom refers to some of the slangy and non-literal ways in which we use everyday speechSpeech is part of culture:Eskimos have many different words for different kinds of snow. They need them in a land where their lifestyle and their very survival depend on different kinds of snow.Speech contributes to our social identitiesHow we talk gives us and others a sense of who we are. This is most obvious when we speak in some kind of role.Speech gives social recognition

Speech creates social meanings

Whenever you observe or give meaning to behavior, communication is taking place.

Many kinds of Communication

Intrapersonal Communication when you think or talk to yourself requires only one communicatorInterpersonal communication ongoing, ever changing process that occurs when you interact with another Forms a DYAD 2 people communicating with one anotherInterpersonal Communication 2014 SAGE Publications, Inc.

Interpersonal Communication: It is about RelationshipsIt is common to use digital media to get message across: blogging texting tweeting instant messaging emailingposting in social networking site (Facebook)

Digital MediaWithout a second person, Interpersonal Communication is impossible:At least two people are needed, but groups of three or more can, also, form dyads.GOAL: treat one another as PEOPLE and respond as unique individualsDyad = existing relationship = interpersonal communicationContinuum measures quality of relationship, from impersonal communication to intimate communicationInterpersonal CommunicationTakes TwoThe more personal a relationship, the more interdependent the individuals becomeLives become interconnectedRewardsIntrinsic: emotionally, intellectually, perhaps spiritually rewardingExtrinsic: impersonal, professional working relationships; help us reach our goals

RelationshipsCan be destructive if we use ineffective communication, causing emotional or physical pain

Dependent upon our professional and personal well being; if relationships are positive, our well being is positiveRelationshipsEffectiveness of relationships depends on our effort in those relationshipsMust learn effective interpersonal skills; we are not born with themSkills will change over time, with different situations Skills will change depending onGenderEnvironmentGoalsCultureLifelong ProjectDoes not take others for grantedDoes not repeat scenarios or scripts that are doomed to failDoes not follow stereotypes

Instead, the effective communicator is guided by skill and knowledge, working through problems to enhance self-worthThe Effective Interpersonal CommunicatorThe ability to communicate effectivelyThis increases by observing ourselves and othersBy assessing what we observePracticing specific behaviorsPredicting and evaluating outcomes

The GOAL is to improve our communication skills

Interpersonal CompetenceWhat factors impact HOW you are perceived when you communicate with someone?

The people involvedThe message(s) that each person sends or receivesThe channel (s) usedAmount of noise presentCommunication contextFeedback sent in responseThe acts effect(s) on individuals involvedInterpretation of CommunicationRemember the continuum of communicationranges from impersonal to intimateImpersonal limited knowledge of other person and/or situationIntimate (more personal) more knowledge of other person and/or situation

Your past experience with people affects how you communicate and interact with others

People InvolvedInterpersonal communication is - the act of SENDING and RECEIVING messagesIt is TRANSACTIONAL sending and receiving occur simultaneously and source and receiver continually influence one anotherWe are BOTH a sender and receiver constantly. This is known as ROLE DUALITYFor example, if you do not respond when someone says hello, you are still sending a message, and the person who said hello is still receiving a message (from your lack of response)People InvolvedVERBAL or NONVERBALWho we speak to or what we do as we interactWords we useFacial expressionsPostureTouchSmell

Everything we do as a sender or receiver has potential message value . We use our five senses constantly.

MessagesChannel: how messages travel..medium that connects sender and receiverInterpersonal communication uses multi-channeled interaction (using five senses) to convey verbal and nonverbal messagesCapable communicators use many channels at once: face to face, instant messages, textsNoise - anything that interferes with or impedes our ability to send or receive a messageInternal sources (personal thoughts and feelings, hunger, shyness, etc)External sources (radio or television playing, color of room, basketball game outside, etc)

Channel and NoiseFeedback information we receive in response to message sentPositive feedback: enhances behaviorNegative feedback: stops behaviorInternal feedback: you give yourself as you self-assessExternal feedback: you receive from other personLow-monitored feedback: total honestyHigh-monitored feedback: carefully crafted responseImmediate or delayed feedbackFeedforward: share message to followPhatic communication: preface, introduction

FeedbackEnvironmental context: physical location of interactionSituational/Cultural context: life space or cultural background of parties in the dyadEffect how one is influenced by interaction; can be emotional, physical, cognitive, or a combination

Context and EffectLinear (unidirectional) communication only goes in one direction. (example: giving someone instructions to complete a task)

Interaction back and forth process, presence and effect of both feedback and context

Transactional idea of a give and take communication, where exchanges involves source and receiver responding simultaneously to one another

Models of CommunicationIt fulfills psychological functionsIt fulfills social functions (affection, inclusion, control)It fulfills information functions It fulfills influence functions

Interpersonal Communication Enhances our LivesKey characteristics:Interpersonal Communication Is a Dynamic ProcessInterpersonal Communication is UnrepeatableInterpersonal Communication is IrreversibleInterpersonal Communication is LearnedInterpersonal Communication is Characterized by Wholeness and NonsummativityPatterns: reasoned sense making retrospective sense makingInterpersonal ContactYou cannot not communicate

Every interaction has a content and relationship dimension

Every interaction is defined by how it is punctuated

Messages consist of verbal symbols and nonverbal cues

Interactions are either symmetrical or complementaryFive Communication AxiomsDevelop cultural awarenessIndividual and collective orientationHigh-context and low-context communicationhttps://www.youtube.com/watch?v=fa_GCK-Czqs

GenderSocial creation that imposes a sense of social orderCulture shapes gender, and gender shapes communicationhttps://www.youtube.com/watch?v=I2xvKKGe6sM

Diversity, Culture, and GenderDimensions of CultureHofstedes value dimensions of culture are based on research conducted in 40 countries with more than 100,000 IBM employeeshttp://geert-hofstede.com/countries.htmlhttps://www.youtube.com/watch?v=mNntW_DA0x0Hofstedes four dimensions:Individualism versus CollectivismMasculinity versus FemininityPower DistanceUncertainty AvoidanceHofstede and Bond identified a fifth value:Long-Term versus Short-Term Life Orientation 2012, SAGE Publications, IncIndividualism vs. CollectivismHow people define themselves and their relationships to others

Individualist cultures are where the interests of the individual prevail over the group; people look after themselves and their immediate family; loosely integrated; direct style of communication (e.g., United States, Australia, Great Britain, Canada)Collectivist cultures are where group interests prevail; tightly integrated; indirect style of communication (e.g.,Guatemala, Ecuador, Panama)

2012, SAGE Publications, IncHofstedes Cultural DimensionsIndividualism: People look after selves and immediate family onlyHigh individualism countries: wealthier, protestant work ethic, greater individual initiative, promotions based on market value (e.g., U.S., Canada, Sweden)High collectivism countries: poorer, less support of Protestant work ethic, less individual initiative, promotions based on seniority (e.g., Indonesia, Pakistan)Masculinity vs. FemininityHofstede found that womens social role varied less from culture to culture than mens.Masculine cultures strive for maximum distinction between what men and women are expected to do.Masculine cultures stress assertiveness, competition, and material success in men and women; e.g., Japan, Austria, Venezuela, ItalyFeminine cultures stress quality of life, interpersonal relationships, and concern for the weak in men and women; e.g., Sweden, Norway, the Netherlands, Denmark

2012, SAGE Publications, IncHofstedes Cultural DimensionsMasculinity: dominant social values are success, money, and thingsHigh masculine countries: stress earnings, recognition, advancement, challenge, wealth; high job stress (e.g., Germanic countries)High feminine countries: emphasize caring for others and quality of life; cooperation, friendly atmosphere., employment security, group decision making; low job stress (e.g., Norway)Power DistanceThe way a culture deals with inequalitiesHofstede believes this is learned in familiesHigh power distance countries are where children are expected to be obedient; people display respect to those of higher status; e.g., Malaysia, Guatemala, Panama, PhilippinesTwo indicators of power distance are wealth and income with extreme concentrations of wealth in high power distance countries Low power distance examples: Austria, Israel, Denmark, New Zealandhttps://www.youtube.com/watch?v=vAv_EjY_u28

2012, SAGE Publications, IncHofstedes Cultural DimensionsPower distance: Less powerful members accept that power is distributed unequallyHigh power distance countries: people blindly obey superiors; centralized, tall structures (e.g., Mexico, South Korea, India)Low power distance countries: flatter, decentralized structures, smaller ratio of supervisor to employee (e.g., Austria, Finland, Ireland)http://www.youtube.com/watch?v=JZqX0z3g5bEUncertainty AvoidanceThe extent to which people in a culture feel threatened by uncertain or unknown situations

Cultures strong in uncertainty avoidance are active, aggressive, emotional, compulsive, security seeking, and intolerant; teachers should have all the answers. Cultures weak in uncertainly avoidance are contemplative, less aggressive, unemotional, relaxed, accepting of personal risks, and relatively tolerant.

Religion and history play a major role in this orientation 2012, SAGE Publications, IncHofstedes Cultural DimensionsUncertainty avoidance: people feel threatened by ambiguous situations; create beliefs/institutions to avoid such situations

High uncertainty avoidance countries: high need for security, strong belief in experts and their knowledge; structure organizational activities, more written rules, less managerial risk taking (e.g., Germany, Japan, Spain) Low uncertainty avoidance countries: people more willing to accept risks of the unknown, less structured organizational activities, fewer written rules, more managerial risk taking, higher employee turnover, more ambitious employees (e.g., Denmark and Great Britain)https://www.youtube.com/watch?v=6gJzRS0I7tACommunication differs with different forms of media or technology

Face to face interaction, print, cell phone, texting, video, etc.

All convey different messages which is most effective? Which works for you?

Media and TechnologyAdd to your storehouse of knowledge about interpersonal communicationRecognize how your relationships affect youAnalyze your optionsInteract ethically, respect diversity, and think critically about person-to-person contactsPractice and apply skills to improve interpersonal performance

Gaining Communication Competence58http://www.youtube.com/watch?v=nhe0KSGoUgc&feature=relatedhttps://www.youtube.com/watch?v=9T3X0hRbTek&index=13&list=RDnhe0KSGoUgchttp://link.brightcove.com/services/player/bcpid1852117250001?bckey=AQ~~,AAAAPmbRRLk~,C5G7jhYNtie3VgHp0hyIHgajHJh_wcv-&bctid=2081796980001Videos: non effective communication1. Interpersonal communication is inescapable:

We can't not communicate. The very attempt not to communicate communicates something. Through not only words, but through tone of voice and through gesture, posture, facial expression, etc., we constantly communicate to those around us. Through these channels, we constantly receive communication from others. Even when you sleep, you communicate. Remember a basic principle of communication in general: people are not mind readers. Another way to put this is: people judge you by your behavior, not your intent.

Four Principles of Interpersonal Communication

60You can't really take back something once it has been said. The effect must inevitably remain. Despite the instructions from a judge to a jury to "disregard that last statement the witness made," the lawyer knows that it can't help but make an impression on the jury. A Russian proverb says, "Once a word goes out of your mouth, you can never swallow it again."2. Interpersonal communication is irreversible

61No form of communication is simple. Because of the number of variables involved, even simple requests are extremely complex. Theorists note that whenever we communicate there are really at least six "people" involved: 1) who you think you are; 2) who you think the other person is; 3) who you think the other person thinks you are; 4) who the other person thinks /she is; 5) who the other person thinks you are; and 6) who the other person thinks you think s/he is.3. Interpersonal communication is complicated

62Osmo Wiio gives us some communication maxims similar to Murphy's law:If communication can fail, it will. If a message can be understood in different ways, it will be understood in just that way which does the most harm. There is always somebody who knows better than you what you meant by your message. The more communication there is, the more difficult it is for communication to succeed. http://www.cs.tut.fi/~jkorpela/wiio.html 63Visit and observe both a fast-food and a sit down restaurant. Consider how is the space used in each setting. For example, how much space there is between tables? How comfortable is the seating? What kind of lighting and sounds are featured? What are the dominant colors in the space? What generalizations can you draw about how and why the fast-food and sit down restaurant are different?Homework