Human Communication
the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages
Communication
essential process and skill that helps people make sense of things in both personal and professional contexts
Communication Bravado
behavior where people perceive their communication as effective, while those around them perceive it as ineffective
Critical Functions of Communication
sending and receiving messages, offering feedback, and identifying the role of different communicators
Role-Taking
tailoring their message/assuming a specific role depending on the individual needs of the receiver and what verbal and nonverbal cues the receiving is sending based on the message (feedback)
Previous Communication Experiences
depending on whether an experience positive or negative, it helps form the basis for how you communicate in similar transactions in the future. Therefore, from a business standpoint, your initial communication impression is of critical importance.
channels of communication
Mediums used to transfer message from 1 party to another. Includes print media, internet, phones, broadcast media, etc.
Cultural influences on communication
Culture is an ongoing social institution that has its own set of behavioral rules. ex. Board meeting/interview vs hanging out with friends
Relationship influences on communication
you communicate different with your significant other than you would with your boss
Senders ______ messages with verbal and nonverbal cues to help others understand what you mean.
encode
Receivers_____ messages. Your message is not always successfully transferred.
decode
Message
the information sent/said by the speaker
Feedback
The receiver's response to a message
Channel
the method by which you send your message
Context
the location, time, and occasion where communication occurs.
Noise
anything that interferes with, distorts, or slows down the transmission of information; external or internal (losing ability to focus on a message)
Communication Apprehension
the fear or anxiety associated with real or anticipated communication with another or others
trait communication apprehension
means that one possesses a "shy trait
context-based communication apprehension
Describes a fear of communicating in certain contexts, for example, a fear of public speaking
audience-based communication apprehension
a person's fear of speaking to certain people or groups
situational communication apprehension
A short-lived anxiety that occurs during a specific encounter. Examples include interviews, speaking to a professor about an assignment, or speaking to a significant other about a situation.
Causes of Communication Apprehension
novelty, formality, subordinate status, peer evaluation, dissimilarity, conspicuousness, lack of attention, prior history
Novelty
apprehension towards a new task
Formality
apprehension while preparing/organizing something to be in the spotlight
subordinate status
apprehension when someone in charge evaluating you
peer evaluation
apprehension when peers are evaluating you
dissimilarity
apprehension when you have nothing in common with the audience
conspicuousness
apprehension when you are in the spotlight
lack of attention
apprehension when the audience is bored/uniterested
Prior history
apprehension when you re-encounter an experience that was negative the first go around
ethics
the general term for the discussion, determination, and deliberation processes that attempt to decide what is right or wrong, what others should or should not do, and what is considered appropriate in our individual, communal, and professional lives
Ethical Considerations
the variety of factors important for us to consider in any scenario in which we're making a decision, conducting an evaluation, or making a selection
ethical dilemmas
situations that do not have a clear right or wrong answer
values
moral principles or rules that determine ethical behaviors
organizational values
specific principles or guidelines such as safety, teamwork, integrity, or ownership that are typically outlined in support of any given organizational mission or goal.
verbal communication
communication that spoken words and verbal fillers; created through language
communication rules
shared understanding of what communication means and what constitutes appropriate communication given the context
regulative rules
specify when, how, where, and with whom to talk about certain things; appropriateness
constitutive rules
define what communication means by prompting us to count certain kinds of communication
nonverbal communication
communication without the use of words; Your "walk, stance, posture, and footsteps, What you wear and how you look, move, and gesture, as well as the facial and eye expressions
purposes of nonverbal communication
to express emotion, to convey interpersonal attitudes, to present one's personality, such as character, disposition, or temperament, and to accompany verbal communication.
nonverbal communication can
accent or moderate parts of verbal message
Codes of nonverbal communication
-appearance
-body movement, gestures, and posture
-eye contact
-facial expressions
-touch
-voice
-physical environment, space, and territory
-vocal expression
Vocal expression (vocalics)
how people use their voices to communicate and express themselves
Space (Proxemics)
study of how people move around in and use space to communicate
environment
The constructed or natural surroundings that influence your communicative decisions, attitude, and mood
physical appearance
the way our bodies and overall appearance nonverbally communicate to others and impact our view of ourselves in everyday life
artifacts
Clothing and other appearance aspects that send nonverbal messages and help others form perceptions of us, both good and bad
body movements
kinesics
Kinesics
general term for the study of human movement, gestures, and posture
emblems
specific, widely understood meanings in a given culture that can actually substitute for a word or phrase.
illustrators
gestures that complement, enhance, or substitute for the verbal message.
affect displays
facial expressions and gestures that display emotion.
Regulators
gestures used to control the turn-taking in conversations.
adapters
gestures we use to release tension.
facial expressions (oculesics)
critical codes that have been studied by nonverbal communication scholars
neutralization
The process of using facial expressions to erase how we really feel
masking
hiding an expression connected to a felt emotion and replacing it with an expression more appropriate to the situation
intensification
If we use an expression that exaggerates how we feel about something,
Deintensification
if we reduce the intensity of our facial expression connected to a certain emotion
touch (haptics)
is the most powerful form of nonverbal communication; it's also the most misunderstood and has the potential for severely negative consequences if not enacted appropriately
functional/professional touch
These touches typically take place within the context of a professional relationship and are low in intimacy
social/polite touch
connected to cultural norms, such as hugs or pats on the back; convey relatively low intimacy within a relationship
friendships/warmth touch
type people use to show their platonic affection toward each other
love/intimacy touch
highly personal and intimate. People communicate strong feelings of affection toward each other with these kinds of touches
sexual arousal
touches are extremely intimate
content layer
information being explicitly discussed; descriptive information such as the time of a meeting, a project due date, or the names of the coworkers assigned to a team
relational layer
reveals how you feel about the other person; whether you like or dislike the other person, feel in control or subordinate, feel comfortable or anxious, and so on
customer service and sales
success in productivity and sales was linked to the distance between sales representatives and prospects, salesperson posture, handshake techniques, facial expressions, arm movements, hand movements, and placement of the legs and feet.
-rely primarily on
Journalism and Television Broadcasting
Those in the public eye must demonstrate effective nonverbal and verbal communication
public service
Individuals who work in environments such as libraries or government offices are sometimes viewed as distant and unhelpful.
-Individuals are trained in nonverbal communication can replace negative perceptions of themselves with positive ones
Hospitality Management
In restaurants, eye contact, facial expression, body position, and posture of the staff, including servers and cashiers, affect how customers rate the value of the service
medical professions
As physicians compete to attract and retain a strong client base, their services can be interpreted positively by potential patients through correct body language on the part of the physicians and their employees.
teaching professions
There is evidence that the nonverbal communication of teachers influences the evaluation direction (positive or negative) and level of performance they receive from their students
legal professions
A study has indicated that lawyers can project a favorable impression of themselves and their firms for prospective clients through sustained eye contact and other forms of body language, such as an erect but relaxed sitting position and close proximity t
Accounting and Finance
In the same vein as lawyers, accountants can benefit through the technique of maintained and appropriate eye contact, good posture, and close proximity to clients
management (private and public)
job evaluations of employees by their supervisors have been found to correlate with smiling, gaze, hand movement, and body orientation
Job-seeking process
1. exploring
2. researching
3. applying
4. interviewing
5. following up
6. negotiating
Career Exploration
Evaluate your strengths and weaknesses, explore careers interest you.
Shadowing/job shadowing
where students learn about a job by walking through the work day as a shadow to a competent worker
internship
A position in which a person receives training by working with people who are experienced in a particular field.
resume
illustrates how you fit this position and this organization and highlights the skills you possess relevant to the skills required by the position for which you are applying.
generic resume
starting point
customized resume
Make sure each resume fits each company and position. Do not just send out one resume to every organization.
chronological resume
emphasizes employment and/or experience history, listing elements in reverse chronological order
functional (skill based)
emphasizes skills and attributes that can be applied to a variety of employment situations
objective
a one- or two-sentence declarative statement about your career goals
summary
summary of skills and traits
references
should not be listed on your r�sum�
white space
there needs to be a balance because too much white space = lack of qualifications; too little, too much text = more difficult to read
cover letters
accompany your resume and serve to introduce you as a potential employee, highlight your resume, and demonstrate your writing skills
cover letter should:
Begin the cover letter by stating that you're interested in a specific position (state the exact position title). In the next paragraph or two, highlight why you are qualified for this position, making specific reference to the required skills and qualifi
Before the interview
prepare your message, anticipate the questions, script your answers, practice your answers, prepare your appearance, and reduce your nervousness
Preparing your message
have a clear understanding of the information you plan to present, Review the duties you'll be responsible for in this position, review your r�sum� and cover letter, and make a list based on important points you learned while doing your research
anticipating questions
practice both behavioral questions and traditional questions.
behavioral questions
explore how you have handled past situations and ask you to respond to hypothetical situations.
traditional questions
interview questions that seek factual information an applicant, such as educational background and work experience
scripting answers
-Answering interview questions using a three-part formula:
-Directly answer the question
-Back up the answer with a specific example
-Tie the answer back to this company and/or this position
during the interview
-try to monitor your nonverbal communication. Sit up straight, maintain eye contact, and avoid speaking too quickly or using vocal fillers
-be a good listener
-ask follow-up questions
-remain positive
illegal questions
Interview questions that violate the Civil Rights Act of 1964, Title VII, by asking questions regarding race, color, religion, sex, national origin, disability, or age when hiring or promoting employees
Following up after an interview
thank your interviewer verbally, formalize with thank you letter
negotiating
-once an offer is made, negotiate terms not just salary