MODULE 4 - INTERPERSONAL COMMUNICATION

Communication

The evoking of a shared or common

meaning in another person

Interpersonal Communication

Communication between two or more people in an organization

Communicator

The person originating the message

Receiver

The person receiving a message

Perceptual Screen

A window through which we

interact with people that influences the quality, accuracy, and clarity of the communication

Message

The thoughts and feelings that the

communicator is attempting to elicit in the

receiver

Feedback Loop

The pathway that completes two-way communication

Language

The words, their pronunciation, and the methods of combining them used & understood by a group of people

Data

Uninterpreted and unanalyzed facts

Information

Data that have been interpreted,

analyzed, & and have meaning to some user

Reflective Listening

The skill of listening carefully to

another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings

Reflective Listening

Helps the receiver & communicator clearly & fully understand the message sent

1. Personal Elements

2. Feeling

3. Responding to the communicator, not leading to the Communicator

4. Understand people

Reflective listening emphasizes:

1. Affirm Contact

2. Paraphrase the expressed

3. Clarify the implicit

4. Reflect "core" feelings

4 Levels of Verbal Response of Reflective Listening:

One-Way Communication

A person sends a message to another person and no questions, feedback, or interaction follow

Good for giving simple directions

Two-Way Communication

The communicator & receiver interact

Good for problem solving

Communication Barriers

Factors that block or significantly distort successful communication

Defensive Communication

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

Leads to

◼ injured feelings

◼ communication breakdowns

◼nonproductive efforts

Nondefensive Communication

Communication that is assertive, direct, & powerful

Provides:

◼ basis for defense when attacked

◼ restores order, balance, and

effectiveness

1. Subordinate Defensiveness

2. Dominant Defensiveness

What are the Two Defensiveness Patterns:

Subordinate Defensiveness

Characterized by passive, submissive, withdrawing behavior

Dominant Defensiveness

Characterized by active, aggressive, attacking behavior

1. Power Play

2. Put-Down

3. Labeling

4. Raising Doubts

5. Misleading Information

6. Scapegoating

7. Hostile Jokes

8. Deception

What are the Defensive Tactics:

Power Play

"Finish this report by month's end or lose your promotion."

Put-Down

"A capable manager would already be done with this report."

Labeling

"You must be a slow learner. Your report is still not done?"

Raising Doubts

"How can I trust you, Chris, if you can't finish an easy report?"

Misleading Information

"Morgan has not gone over with me the information I need for the report." [Morgan left Chris with a copy of the report.]

Scapegoating

"Morgan did not give me input until just today."

Hostile Jokes

"You can't be serious! The report isn't that important."

Deception

"I gave it to the secretary. Did she lose it?"

Nonverbal Communication

All elements of communication that do not involve words

1. Proxemics

2. Kinesics

3. Facial & Eye Behavior

4. Paralanguage

Four basic types of Nonverbal Communication

Proxemics

An individual's perception & use of space

Kinesics

Study of body movements, including posture

Facial & Eye Behavior

Movements that add cues for the receiver

Paralanguage

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

Territorial Space

Bands of space extending outward from the body; territorial space differs from culture to culture

Intimate

< 1.5 meters

Personal

1.5-4 meters

Social

4-12 meters

Public

>12 meters

Seating Dynamics

Seating people in certain positions according to the person's purpose in communication

1. Electronic mail systems

2. Voice mail systems

3. Fax machine systems

What are the New Technologies for Communication?