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