Communication PPT

Stewart L. Tubbs

McGraw-Hill © 2007 The McGraw-Hill Companies, Inc. All rights reserved.

1C H A P T E RC H A P T E R

2C H A P T E R

Communication Processes

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Slide 2

Communication Processes

• Communication

• Language Behavior

• Self-Disclosure

• Interaction Roles

• Review of the Systems Approach

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Slide 3

Communication

• Emotional Intelligence– Daniel Goleman states that leaders must have strengths

in “building consensus, being able to see things from the perspectives of others…and promoting cooperation, while avoiding conflicts (Odell, 2003).

– A combination of intrapersonal communication (personal competence) and interpersonal communication (social competence).

– The process of creating meanings in the minds of others.

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Slide 4

Communication

• Emotional Intelligence (continued)

• The concept of Emotional Intelligence (EQ) was developed to supplement concepts like the Intelligence Quotient (IQ).

• To further develop the self-awareness concepts of emotional intelligence and leadership in the business setting, the concept of Business Intelligence (BQ) has evolved

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Slide 5

Communication

• Communication Defined– O’Hair, Friedrich, and Shaver (1998) identify

six key components of effective communication skills:

1. Creative insight

2. Sensitivity

3. Vision

4. Versatility

5. Focus

6. Patience

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Slide 6

Communication

• Intentional-Unintentional Communication– Intentional messages are communication with a

purpose: to get our point across; to persuade another; to prompt action; or simply to have fun

– Unintentional messages may be transmitted by action as well as by words.

– Like the intended message, feedback also has content and relationship levels.

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Slide 7

Communication

• Intentional-Unintentional Communication– Groups are one context in which we get

feedback on behaviors that help us eliminate unintentional cues.

• The gap between what we intend to communicate and what is actually received is called the arc of distortion.

• Most experts agree that effective feedback should (1) be clear and understandable, (2) come from a trusted person, and (3) be as immediate as possible.

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Slide 8

Communication

• Verbal-Nonverbal Communication– Visual cues

• Facial expression

• Eye contact

• Body positioning

• Hand gestures

• Style of dress

• Physical appearance

• Body movements

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Slide 9

Communication

• Verbal-Nonverbal Communication– Vocal Cues

• Vocal cues include regional dialects, methods of pronunciation, and the five major factors:

– Volume

– Rate and fluency

– Pitch

– Quality

– Inflection

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Slide 10

Communication

• Verbal-Nonverbal Communication– All verbal and nonverbal cues are perceived as a

whole.– Nonverbal communication takes a different

form at the organizational level.

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Slide 11

Communication

• Defensive-Supportive Communication– Gibb (1961) described defensive and supportive

communication climates that Whetton and Cameron (2002) have refined:

Supportive Climates Defensive ClimatesDescription EvaluationProblem orientation ControlSpontaneity StrategyEmpathy NeutralityEquality SuperiorityProvisionalism Certainty

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Slide 12

Communication

• Content and Process of Communications– One rather difficult distinction to make about

group discussion is the difference between the content of the discussion and the process.

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Slide 13

Communication

• Listening– When we can make the other person feel really

understood, we are often seen as effective communicators.

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Slide 14

Communication

• Listening– Improving listening skills:

1. Pay attention to differences in thinking styles.2. Listen for the subtext3. Suspend judgment when hearing something new.4. Explain things in the other person’s thinking pattern,

not always your own.5. Remember that ‘truth’ is relative to the individual

brain-mind system in which it arises, and to the language system used to construct it.

6. To change the way you’re feeling, change what you’re doing.

Source: Adapted from Gregory, 1999.

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Slide 15

Language Behavior

• The study of the interaction between verbal symbols and the thought patterns associated with them is referred to as general semantics.

• Bypassing– In group discussions, the entire focus of the

discussion may be diverted by a difference in interpretation of a given word.

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Slide 16

Language Behavior

• Inference Making– Inferences are used to surmise and suggest

causes that relate to the observations themselves and they generally include more investigation to prove or disprove the assumptions (Glencoe.com 2004)

– In attempting to analyze behaviors, it is wise to recognize that analyses often involve inferences that go beyond what we have observed and involve some probability for error.

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Slide 17

Language Behavior

• Polarizing Polarizing is defined as “the process that causes

people who had been staying neutral to take sides in a conflict.” (The University of Colorado Conflict Research Consortium)

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Slide 18

Language Behavior

• PolarizingThe three distinct characteristics of Polarization:

1. The statements get more intense emotionally.

2. The statements go from being specific to being more general.

3. The statements tend to move away from the topic at hand to other issues.

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Slide 19

Language Behavior

• The Relationship Between an Object and the Symbol for the Object

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Slide 20

Language Behavior

• The Same Object May Be Represented by More than One Symbol

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Slide 21

Language Behavior

• Inferences versus Observations

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Slide 22

Language Behavior

• Surface and Hidden Agendas Compared

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Slide 23

Language Behavior

• Signal Reactions– Signal Reactions are learned responses to certain

stimuli.

– A study that directly tested emotional reactions to verbal symbols proved that strong physiological reactions to symbols are typical rather than pathological.

– In group discussions, certain phrases—referred to as idea killers or communication stoppers—are likely to produce signal reactions that are counterproductive (Tubbs and Moss, 2003).

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Slide 24

Self-Disclosure

• Perhaps one of the greatest dilemmas facing a group member is the choice between openly expressing his or her thoughts and feelings and concealing or distorting inner feelings, thoughts, or perceptions.

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Slide 25

Self-Disclosure

• The Johari Window– The Johari window classifies an individual’s

relating to others according to four quadrants (or windowpanes).

• Quadrant 1, the open quadrant

• Quadrant 2, the blind quadrant

• Quadrant 3, the hidden area

• Quadrant 4, the area of the unknown

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Slide 26

Self-Disclosure

• The Johari Window– Luft advocates changing the shape of the

window so that quadrant 1 enlarges while all the others become smaller.

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Slide 27

Self-Disclosure

• The Johari Window

Source: Joseph Luft. Group Processes: An Introduction to Group Dynamics, by permission

of Mayfield Publishing Company. Copyright © 1963, 1970 by Joseph Luft.

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Slide 28

Self-Disclosure

• When Is Self-Disclosure Appropriate?– Luft (1969) proposes the following guidelines:

1. When it is a function of the ongoing relationship.

2. When it occurs reciprocally.

3. When it is timed to fit what is happening.

4. When it concerns what is going on within and between persons in the present.

5. When it moves by relatively small increments.

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Slide 29

Self-Disclosure

• When Is Self-Disclosure Appropriate?– Luft (1969) . . . (continued)

6. When it is confirmable by the other person.

7. When account is taken of the effect disclosure has on the other person(s).

8. When it creates a reasonable risk.

9. When it is speeded up in a crisis.

10. When the context is mutually shared.

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Slide 30

Interaction Roles

• Group Task Roles– Initiating-contributing– Information seeking– Opinion seeking– Information giving– Opinion giving– Elaborating

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Slide 31

Interaction Roles

• Group Task Roles . . . (continued)– Coordinating– Orienting– Evaluating– Energizing– Assisting on procedure– Recording

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Slide 32

Interaction Roles

• Group-Building and Maintenance Roles– Encouraging– Harmonizing– Compromising– Gatekeeping and expediting– Setting standards or ideals– Observing– Following

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Slide 33

Interaction Roles

• Individual Roles– Aggressing– Blocking– Recognition seeking– Self-confessing– Acting the playboy– Dominating– Help seeking– Special-interest pleading

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Slide 34

Interaction Roles

• Individual Roles

–New technologies have emerged that facilitate small group communication across the globe.

–With the explosion of virtual meeting environments comes a new type of communication and etiquette.

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Slide 35

Review of the Systems Approach

• Many authors stress that the participants in any communication event are highly dependent on one another.

• The type of group and the personalities, genders, body shapes, and ability levels all interact to produce the outcome.

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Slide 36

The Systems Approach

• Four problems related to language behavior—bypassing, inference making, polarizing, and signal reactions—are related to both the background factors of the individuals and the eventual consequences of group discussion.

• Appropriate self-disclosure will vary considerably from group to group.

• Group task and group maintenance roles contribute the group’s needs.