This document discusses communication in an organizational context. It defines communication and interpersonal communication. It outlines learning objectives related to understanding communication roles and models, practicing reflective listening, describing effective supervisor communication, explaining communication barriers and gateways, and distinguishing between civil and uncivil communication. The document also defines elements of the communication model like communicators, receivers, messages, and feedback. It provides details on reflective listening, barriers to communication like status differences, and steps for nondefensive communication. The overall purpose is to cover fundamental concepts important for understanding communication within an organization.

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©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

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Learning Objectives
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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.
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Learning Objectives continued
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5 Distinguish between civility and incivility,
defensive and nondefensive
communication.
6 Explain positive, healthy communication.
7 Describe Information Communication
Technology (ICT) used by managers.
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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
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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
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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
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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
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Levels of Verbal Response
Affirming contact
Paraphrasing expressed
thoughts and feelings
Clarifying implicit thoughts and
feelings
Reflecting core feelings not fully
expressed
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Levels of Verbal Response
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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

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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
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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
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Five Keys to Effective Supervisory Communication
Good supervisors are
• Expressive speakers
• Empathetic listeners
• Persuasive leaders
• Sensitive to employees’ feelings
• Informative managers
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Barriers to Communication
Barriers to communication—factors that block
or distort successful communication
• Physical separation
• Status differences
• Gender differences
• Cultural diversity
• Language
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Gateways to Communication
Pathways through communication barriers
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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

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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
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Steps in Nondefensive Communication
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Define the situation
Clarify the person’s position
Acknowledge the person’s
feelings
Bring the focus back to the facts

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Defensive Communication at Work
Dominant
defensiveness
•Active,
aggressive,
attacking,
offensive
Subordinate
defensiveness
•Passive,
submissive,
withdrawing
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Nonverbal Communication
Nonverbal communication: all elements of
communication, such as gestures and the use
of space, that do not involve words or
language
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Nonverbal
Proxemics
Kinesics
Facial and
eye
Paralanguage

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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
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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
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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
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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?
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