Chapter 3

Interpersonal Communication

A Perceptual Model of Communication

Encoding Message Transmitted on medium Receiver decodes

Sender

Noise

Receiver creates meaning

Source decodes

Transmitted on medium

Message

Encoding

Sources of Distortion in Upward Communication

Situational Antecedents
1. Supervisors upward influence

Patterns of Distortion in Upward Communication

Low High
Increased distortion because employees send more favorable information and withhold useful information. Increased distortion because employees screen out information detrimental to their welfare. Less accuracy because employees tend to pass along information that helps their cause. Considerable distortion because employees do not pass up all information they receive.

2. Supervisors power

Low

High

3. Subordinates aspiration for upward mobility

Low

High

4. Subordinates trust in the supervisor

Low

High

Communication Style

Communication Styles
Description
Pushing hard without attacking; permits others to influence outcome; expressive and selfenhancing without intruding on others.

Nonverbal Behavior Pattern

Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.

Verbal Behavior Pattern

Direct and unambiguous language; No attributions or evaluations of others behavior; Use of I statements and cooperative we statements.

Assertive

Communication Styles (continued)

Communication Style Description
Taking advantage of others; Expressive and selfenhancing at others expense.

Nonverbal Behavior Pattern

Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.

Verbal Behavior Pattern

Swear words and abusive language; Attributions and evaluations of others behavior; Sexist or racists terms; Explicit threats or put-downs.

Aggressive

Communication Style

Communication Styles (continued)

Nonverbal Behavior Pattern
Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.

Verbal Behavior Pattern

Description
Encouraging others to take advantage of us; Inhibited; Self-denying.

Nonassertive

Qualifiers (maybe, kind of ); Fillers (uh, you know, well); Negaters (its really not that important, Im not sure).

Communication is more than just verbal

Nonverbal communication

Words account for only 7% of emotional impact of a message Voice tones- 38% Facial Expressions- 55% High context vs. Low Context Cultures

Categories of Non-Verbal Messages

Environment Interpersonal Distance Posture Gestures Facial Expressions Voice Quality Personal Appearance

Skills and Best Practices: Advice to Improve Nonverbal Communication Skills

Positive Nonverbal Actions Include:
Maintain eye contact. Nod your head to convey that you are listening or that you agree. Smile and show interest. Lean forward to show the speaker you are interested. Use a tone of voice that matches your message

Advice to Improve Nonverbal Communication Skills (cont)

Negative Nonverbal Actions Include:
Avoiding eye contact and looking away from the speaker.
Closing your eyes or tensing your facial muscles. Excessive yawning. Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice) Speaking too fast or too slow.

Listening Styles
Results-style:
Interested in the bottom line or result of a message.

Reasons-style:

Interested in hearing the rationale behind a message.

Process-style:
issues in detail.

Likes to discuss

The Keys to Effective Listening

Keys to Effective Listening
1. Capitalize on thought speed

The Bad Listener

Tends to daydream

The Good Listener

Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines Listens for central or overall ideas Listens for any useful information Assesses content by listening to entire message before making judgments Withholds judgment until comprehension is complete

2. Listen for ideas

Listens for facts

3. Find an area of interest

Tunes out dry speakers or subjects Tunes out dry monotone speakers

4. Judge content, not delivery

5. Hold your fire

Gets too emotional or worked up by something said by the speaker and enters into an argument

The Keys to Effective Listening (cont)

Keys to Effective Listening
6. Work at listening

The Bad Listener

Does not expend energy on listening

The Good Listener

Gives the speaker full attention

7. Resist Distractions

Is easily distracted

Fights distractions and concentrates on the speaker

8. Hear what is said

Shuts our or denies unfavorable information

Listens to both favorable and unfavorable information

9. Challenge yourself

Resists listening to presentations of difficult subject manner

Does not take notes or pay attention to visual aids

Treats complex presentations as exercises for the mind

Takes notes as required and uses visual aids to enhance understanding of the presentation

10. Use handouts, overheads, or other visual aids

Barriers to Effective Communication

Process Barriers: involve all components of the

perceptual model of communication Personal Barriers: involve components of an individuals communication competence and interpersonal dynamics between people communicating Physical Barriers: pertain to the physical distance between people communicating Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate For class discussion: Which of the barriers to effective communication is the most difficult to deal with? Explain.

Metacommunication

Communicating about ones communication style/barriers to communication, etc.

Gender Differences

Women

Prefer conversation for rapport building Want empathy, not solutions Are more likely to compliment Emphasize politeness More conciliatory

Gender Differences

Men

Talk as a means to preserve independence and status by displaying knowledge and skill Work out problems on an individualized basis Are more directive in conversation Are more intimidating Call attention to their accomplishments Tend to dominate discussions during meetings