Communication
the evoking of a shared or common meaning in another person
Interpersonal Communication
communication between two or more people in an organization
Communicator
the person sending the message
Receiver
the person receiving a message
Perceptual Screen
windows through which we interact; allows the message to transmit smoothly, or they can cause distinction
Message
the thoughts and feelings that the communicator intends to evoke in the receiver
Feedback
occurs when information is fed back to the sender 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
uninterpreted and unanalyzed elements of a message
Information
data with meaning to the person who interprets or analyzes them
Richness
the ability of a medium to convey meaning to a receiver
What is the highest and lowest information richness and capacity.
Information richness: Highest - face to face lowest - formal numerical report
data capacity - opposite of information richness
Reflective Listening
the skill of listening carefully to another
person and repeating it back to the speaker
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
What does eye contact do?
Useful to open a relationship
Improves communication
Be aware of cultural differences
Use moderate eye contact
Use times of no eye contact for privacy and control
What does silence do for reflective listening?
Listener:
Sort out thoughts and feelings
Identify and isolate personal responses
Speaker:
Useful for thinking
Determine how to express difficult ideas or feelings
What is one-way feedback good for?
Giving simple directions, very efficient, but less accurate.
What is good for two-way communcation?
good for problem solving
Name five keys to effective supervisor communication.
Expressiveness
Empathy
Sensitivity
Persuasion
Informative
Name some barriers to communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
Defensive Communication
aggressive, malevolent messages as well as passive, withdrawn messages
What does defensive communication lead to?
injured feelings
communication breakdowns
alienation
retaliatory behaviors
nonproductive efforts
problem solving failure
Nondefensive Communication
communication that is assertive, direct, and powerful
What does nondefensive communication provide?
positive and productive basis for asserting and defending oneself against aggression.
restores order, balance, and effectiveness to working relationships
Name two defensive patterns
Subordinate defensiveness, and Dominant defensiveness
Name 4 defensive tactics
Power play, labeling, misleading, hostile jokes
Name some ways nondefensive communication can be used as a power tool.
An alternative to defensive communication.
Centered, assertive, controlled, informative, realistic, and honest
Speaker exhibits self-control and self-possession.
Speaker exhibits self-control and self possession
Enhances relationship building
Listener fee
Nonverbal Communication
all elements of communication that do not involve words
Name some types of Nonverbal Communication
Proxemics (seating dynamics)
Kinesics (gestures)
Facial and Eye Behavior (communicates emotional state)
Paralanguage (variation in speech, loud, squeaky)
Information Communication Technology (ICT)
Information databases
E-mail
Voice mail
Smartphones
Video conferencing
Assertive Communication
The ability to communicate clearly and directly what you need or want from another person in a way that does not deny or infringe upon the other's rights.
Use I-statements rather than you-statements; produce dialogue rather than defensiveness.
Matter-of-f
I-statements: Three components
A specific and nonblaming description of the behavior exhibited by the other person
The concrete effects of that behavior
The speaker's feelings about the behavior
What else should you do to use assertive communication?
other then I statements use empathy, specify(focus on behavior), indicate (non threatening, if changes don't occur)