MANA Chapter 8

Verbal Communication

Components of Communication

• Communicator and Receiver

• Perceptual Screens

• Message and Parts of a Message (Thoughts and Feelings)

• Language, Data, Information, and Richness

Barriers to Communication

• Barriers

• Gateways

Reflective Listening

carefully listening to a message and repeating it back to speaker, helps communicator clarify intended message & correct misunderstandings, emphasizes role of receiver (verbal vs nonverbal)

Defensive vs Non-Defensive Communication

• Defensive: aggressive malevolent, passive, or withdraw messages

• Non-Defensive: assertive, direct, powerful messages without being hurtful

One-Way vs. Two-Way Communication

• One-way: non-interactive, communicator sends a message and NO FEEDBACK, questions or interactions from receiver follows

• Two-Way: interactive communicator sends messages = an EXCAHNG of thought/feelings, and shared meaning occurs

Civility vs. Incivility

• Civility: communication & behavior that respects the integrity and dignity of the individual (gateway)

• Incivility: Discourteous communications & rude behavior that are disrespectful, hurtful, or injurious (creates barriers)

Negative Communication

• Direct vs. Indirect Strategies (and their components)

  • bad news, reason, pleasant close vs. buffer, reasons , bad news, pleasant close

• Individual Apologies: conflict communication, apologizing, owning it

• Organizational Apology

  • 1. Was there a violation, whether real or perceived? (did we do something wrong)

  • 2. Was the violation core vs non-core? (does it violate our mission)

  • 3. How might the public react if we own it?

  • 4. Are we willing to commit to change?

Nonverbal Communications

• Proxemics: use of physical space

• Silence: communicator’s perspective helps express difficult ideas/feelings, receiver’s help sort out thought/feeling

• Kinesics: body movement and posture

• Facial & Eye Behavior: expression and eye contact

• MicroExpressions: subtlety in change of expression that creates a bigger picture of display of interna; feelings

• Artifacts: energy drink, coffee vs. slush communicate about your energy

• Attractiveness: positively related to employment opportunities, wages, and performance evaluations