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MBA 635 chapter 8
1.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8 ©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication
2.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Objectives ©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1 Understand the roles of the communicator, the receiver, perceptual screens, and the message in interpersonal communication. 2 Practice good reflective listening skills. 3 Describe the five communication keys of effective supervisors. 4 Explain five communication barriers and gateways through them. 2
3.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Objectives continued ©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5 Distinguish between civility and incivility, defensive and nondefensive communication. 6 Explain positive, healthy communication. 7 Describe Information Communication Technology (ICT) used by managers. 3
4.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Communication Defined Communication: the evoking of a shared or common meaning in another person Interpersonal communication: communication between two or more people in an organization 4
5.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 5
6.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Elements of the Communication Model Communicator – the person originating the message Receiver – the person receiving a message Perceptual Screen – windows through which we interact with people that influence the quality, accuracy, and clarity of the communication Message – the thoughts and feelings that the communicator is attempting to elicit in the receiver 6
7.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Elements of the Communication Model Feedback – information fed back that completes two- way communication Language – the words, their pronunciation, and the methods of combining them used and understood by a group of people Data – uninterrupted and unanalyzed facts Information – data that have been interpreted, analyzed, and have meaning to some user Richness – the ability of a medium or channel to elicit or evoke meaning in the receiver 7
8.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 8
9.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Reflective Listening • The skill of carefully listening to another person and repeating back to the speaker the message heard to correct inaccuracies or misunderstandings • Personal • Feeling-oriented • Responsive 9
10.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Levels of Verbal Response Affirming contact Paraphrasing expressed thoughts and feelings Clarifying implicit thoughts and feelings Reflecting core feelings not fully expressed 10
11.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Levels of Verbal Response 11 Affirm contact • Communicates attentiveness • Provides reassurance in expressing thoughts and feelings Paraphrase • Reflects back to speaker what has been heard; assures accuracy • Builds empathy, openness, acceptance Clarify the implicit • Bring out unspoken (but evident) thoughts and feelings • Builds greater awareness Reflect “core” feelings • Restate important thoughts and feelings • Exercise caution; danger of overreaching
12.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Nonverbal Elements in Reflective Listening • Silence can help both speaker and listener in reflective listening • Eye contact may open up a relationship and improve communication 12
13.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ One-Way versus Two-Way • Reflective listening encourages two-way communication • Two-way communication: an interactive form of communication in which thoughts, feelings, or both are exchanged and through which shared meaning often occurs • Problem solving • Decision making • One-way communication: a communication situation in which a message is not followed by feedback, questions, or interaction • Instructions • Directions 13
14.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Five Keys to Effective Supervisory Communication Good supervisors are • Expressive speakers • Empathetic listeners • Persuasive leaders • Sensitive to employees’ feelings • Informative managers 14
15.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Barriers to Communication Barriers to communication—factors that block or distort successful communication • Physical separation • Status differences • Gender differences • Cultural diversity • Language 15
16.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Gateways to Communication Pathways through communication barriers 16 Physical separation Face-to-face communication Regular meetings Status differences Supervisory skills Employee security Gender differences Awareness of differences Clarify meaning Cultural diversity Increase awareness Cultural metaphors
17.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Civility and Incivility • Civility: communication and behavior that respects the integrity and dignity of the individual • Nondefensive communication—assertive, controlled, informative, realistic, honest • Incivility: discourteous communication and rude behavior that is disrespectful, hurtful, or injurious • Defensive communication—aggressive, attacking, angry, passive, withdrawing 17
18.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Steps in Nondefensive Communication 18 Define the situation Clarify the person’s position Acknowledge the person’s feelings Bring the focus back to the facts
19.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Defensive Communication at Work Dominant defensiveness •Active, aggressive, attacking, offensive Subordinate defensiveness •Passive, submissive, withdrawing 19
20.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 20
21.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Nonverbal Communication Nonverbal communication: all elements of communication, such as gestures and the use of space, that do not involve words or language 21 Nonverbal Proxemics Kinesics Facial and eye Paralanguage
22.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Types of Nonverbal Communication • Proxemics: the perception and use of space, including territorial space • Kinesics: body movements, including posture • Facial and eye behavior: add cues for the receiver; communicate emotional state and reveal behavioral intentions • Paralanguage: variations in speech, such as pitch, loudness, tone, duration, laughing, and crying 22
23.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 23
24.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 24
25.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 25
26.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Positive, Healthy Communication • Communicative disease: the absence of heartfelt communication in human relationships, leading to loneliness and social isolation • Healthy communication involves • Positive emotional competence • Healthy internal dialogue between thoughts, feelings, ideas, and emotions • Trust and truthfulness 26
27.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ Information Communication Technology • ICT accelerates the exchange of information across geographic boundaries and time zones • Impersonal nature may diminish interpersonal skills • Absence of nonverbal cues makes it difficult to assess emotional element • Equalizes participation in groups • Increases potential for overload • Leads to impatience in face-to-face communication • May result in unmet social needs 27
28.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ 28
29.
©2013 Cengage Learning.
All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ^ ^ ^ Chapter 8: Reflect & Discuss Friday Night Lights Video Clip • This chapter defines communication as creating “a shared or common meaning in another person.” Do you perceive Coach Gaines as having reached that communication goal? Why or why not? • This chapter described an Interpersonal Communication Model. What are examples from this film sequence of each part of the model? • Assess the effectiveness of this communication event. How do you expect team members and the assistant coaches to react in the second half of the game? 29