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Interpersonal Communication
A Perceptual Model of Communication Noise Sender Receiver decodes Receiver creates meaning Transmitted on medium Message Encoding Encoding Message Transmitted on medium Source decodes
Sources of Distortion in Upward Communication Situational Antecedents Patterns of Distortion in Upward Communication ,[object Object],Low High Increased distortion because employees send more favorable information and withhold useful information. Low High 2.  Supervisor’s power Increased distortion because employees screen out information detrimental to their welfare. Low High 3.  Subordinate’s aspiration for upward mobility Less accuracy because employees tend to pass along information that helps their cause. Low High 4.  Subordinate’s trust in the supervisor Considerable distortion because employees do not pass up all information they receive.
Communication Styles Assertive Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others. Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding. Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements. Communication   Nonverbal Behavior  Verbal Behavior Style  Description  Pattern  Pattern
Communication Styles (continued) Communication   Nonverbal Behavior  Verbal Behavior Style  Description  Pattern  Pattern Aggressive Taking advantage of others; Expressive and self-enhancing at others’ expense. Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
Communication Styles (continued) Communication   Nonverbal Behavior  Verbal Behavior Style  Description  Pattern  Pattern Nonassertive Encouraging others to take advantage of us; Inhibited; Self-denying. Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
Communication is more than just verbal… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Categories of Non-Verbal Messages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Skills and Best Practices: Advice to Improve Nonverbal Communication Skills ,[object Object],[object Object],[object Object],[object Object],[object Object],Positive  Nonverbal Actions Include:
Advice to Improve Nonverbal Communication Skills (cont) ,[object Object],[object Object],[object Object],[object Object],[object Object],Negative  Nonverbal Actions Include:
Listening Styles Results-style:   Interested in the bottom line or result of a message. Reasons-style:   Interested in hearing the rationale behind a message. Process-style:   Likes to discuss issues in detail.
The Keys to Effective Listening Keys to Effective Listening The Bad Listener The Good Listener 1.  Capitalize on thought  speed Tends to daydream Stays with the speaker, mentally summarizes the  speaker, weighs evidence, and listens between the lines 2.  Listen for ideas Listens for facts Listens for central or overall ideas 3.  Find an area of interest Tunes out dry speakers or subjects Listens for any useful information 4.  Judge content, not  delivery Tunes out dry monotone speakers Assesses content by listening to entire message before making judgments 5.  Hold your fire Gets too emotional or worked up by something said by the speaker and enters into an argument Withholds judgment until comprehension is complete
The Keys to Effective Listening (cont) Keys to Effective Listening The Bad Listener The Good Listener 6.  Work at listening Does not expend energy on listening Gives the speaker full attention 7.  Resist Distractions Is easily distracted Fights distractions and concentrates on the speaker 8.  Hear what is said Shuts our or denies unfavorable information Listens to both favorable and unfavorable information 9.  Challenge yourself Resists listening to presentations of difficult subject manner Treats complex presentations as exercises for the mind 10.  Use handouts, overheads,  or other visual aids Does not take notes or pay attention to visual aids Takes notes as required and uses visual aids to enhance understanding of the presentation
Barriers to Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object]
Gender Differences ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Gender Differences ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Interpersonal Communication

  • 2. A Perceptual Model of Communication Noise Sender Receiver decodes Receiver creates meaning Transmitted on medium Message Encoding Encoding Message Transmitted on medium Source decodes
  • 3.
  • 4. Communication Styles Assertive Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others. Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding. Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements. Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern
  • 5. Communication Styles (continued) Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Aggressive Taking advantage of others; Expressive and self-enhancing at others’ expense. Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
  • 6. Communication Styles (continued) Communication Nonverbal Behavior Verbal Behavior Style Description Pattern Pattern Nonassertive Encouraging others to take advantage of us; Inhibited; Self-denying. Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. Listening Styles Results-style: Interested in the bottom line or result of a message. Reasons-style: Interested in hearing the rationale behind a message. Process-style: Likes to discuss issues in detail.
  • 12. The Keys to Effective Listening Keys to Effective Listening The Bad Listener The Good Listener 1. Capitalize on thought speed Tends to daydream Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines 2. Listen for ideas Listens for facts Listens for central or overall ideas 3. Find an area of interest Tunes out dry speakers or subjects Listens for any useful information 4. Judge content, not delivery Tunes out dry monotone speakers Assesses content by listening to entire message before making judgments 5. Hold your fire Gets too emotional or worked up by something said by the speaker and enters into an argument Withholds judgment until comprehension is complete
  • 13. The Keys to Effective Listening (cont) Keys to Effective Listening The Bad Listener The Good Listener 6. Work at listening Does not expend energy on listening Gives the speaker full attention 7. Resist Distractions Is easily distracted Fights distractions and concentrates on the speaker 8. Hear what is said Shuts our or denies unfavorable information Listens to both favorable and unfavorable information 9. Challenge yourself Resists listening to presentations of difficult subject manner Treats complex presentations as exercises for the mind 10. Use handouts, overheads, or other visual aids Does not take notes or pay attention to visual aids Takes notes as required and uses visual aids to enhance understanding of the presentation
  • 14.
  • 15.
  • 16.
  • 17.