Chapter 10: Communication

EXSS 181

What are some traits of communication (why do we do this?)

A fundamentally human, prediction-making activity to reduce uncertainty

What is communication?

Communication can be described as a prediction-making activity, where one observes & learns behavior patterns common among humans, within cultures/contexts and that are specific to individuals

What is the goal of communication?

To achieve understanding of one another -> to be able to infer cause & effect interactions

Who are two examples of great communicators that emphasize the importance of communication (from the lecture slides)

John Thompson & Pat Summett

Communication keys

process oriented, socially oriented

Process oriented communication

Persuasion, evaluation, information, motivation & problem-solving

Socially oriented communication

Relationship formation & maintenance

What are the 3 types of communication?

Interpersonal communication

Intrapersonal communication

Nonverbal communication

Interpersonal communication

Communication between 2+ people

The ability to talk to people & make them feel comfortable

Intrapersonal communication

The way you talk to yourself

Nonverbal communcation

Communicating through body language/cues (not using words) to tell the sincerity of your words

What are some strategies for improving communication?

Convey rationale

Express empathy, not sympathy

Use a communication style that is comfortable for you

Use a positive approach

make a sincere open-door policy

be consistent in administering discipline

What is majority of communication done through (what kind of communication)?

Nonverbal communication

How can we send messages effecively?

Clarity/brevity/timing

Establishing trust & rapport

Consider nonverbal presentation

Be consistent with your nonverbal messages

Reinforce w/ repetition

Be supportive

Make messages appropriate to the receiver's frame of reference

Look for feedback that your message was accurately interpreted

Characteristics of active listening

Paraphrase

Attend to main ideas

Acknowledge & respond

Give appropriate feedback

Pay attention to speakers total communication

Mentally prepare to listen

Don't mistake hearing for listening

Characteristics of support listening

Ask questions

Empathy

Open-mindedness

Convey understanding & acknowledgement

Characteristics of aware listening

Realize that people react individually or differently to the way you communicate

Be flexible

Be alert for barriers & breakdowns in communication

Characteristics of empathy

Gather information, avoid biases, maintain empathy (when appropriate)

What are the 4 strategies to receive messages effectively?

Active listening, supportive listening, aware listening & empathy

When can there be breakdowns in communication?

Through sender failures or receiver failures

Sender failures

Poorly transmitted messages

Receiver failures

Failure to listen carefully

What are some barriers to effective communication?

Receiver not paying attention to the sender

Lack of trust between the individuals attempting to communicate

Differences in socialization & heredity -> cause misinterpretations

Differences in the mental set/perception between people

Embarrassment (creates interference)

Tendency to tell people what they hear

Difficulties in expression/reluctance to communicate

belief that silence is after

Inconsistency between actions & words

Confrontation

A face-to-face discussion among people in conflict

T/F: confrontation is often seen as negative, but when used properly it is a part of effective communication

True!

____ _____ can increase one's effectiveness in confrontation

Communication training

When & how should you use confrontation?

Avoid confronting someone when you're angry

Attempt to confront someone when you feel like you are in control, can express your feelings constructively, and have well-thought-out reason for the confrontation

Convey that you value your relationship with the person

Go slowly & think about what you want to communicate
Attempt to understand the other person's position

Listen carefully to what the other person is trying to communicate

How should you NOT confront someone?

Don't communicate the solution, instead focus on the problem

Don't use put-downs

Don't rely on nonverbal hints to communicate your thoughts

What is one approach at using constructive criticism?

The sandwich approach

The sandwich approach

1. opening positive statement

2. future-oriented instruction

3. compliment