Chapter in Review 1A First Look at Interpersonal Communication

LO1

Instrumental goals Goals aimed at getting things done. (Page 6)

LO2

Linear communication model A characterization of communication as a one-way event in which a message flows from sender to receiver. (Page 6)Sender The creator of a message. (Page 6)Encode The process of putting thoughts into symbols, most commonly words. (Page 6)Message Information sent from a sender to a receiver. (Page 6)Channel The medium through which a message passes from sender to receiver. (Page 6)Receiver One who notices and attends to a message. (Page 6)Decode The process in which a receiver attaches meaning to a message. Synonymous with interpretation. (Page 6)Noise External, physiological, or psychological distractions that interfere with the accurate transmission and reception of a message. (Page 6)Transactional communication model A characterization of commu-nication as the simultaneous sending and receiving of messages in an ongoing, irreversible process. (Page 7)Environment The field of experiences that lead a person to make sense of another’s behaviour. (Page 7)Interpersonal communication A continuous transactional process involving participants who occupy different but overlapping environments and create relationships through the exchange of messages, many of which are affected by external, physiological, and psychological noise. (Page 9)

LO3

Content message A message that communicates information about the subject being discussed. (Page 10)Relational message A message that expresses the social relationship between two or more individuals. (Page 10)

LO4

Quantitative definition of interpersonal communication Impersonal communication, usually face to face, between two individuals. (Page 11)Dyad Two people interacting. (Page 11)Impersonal communication Behaviour that treats others as objects rather than as individuals. (Page 11)Qualitative definition of interpersonal communication Communication in which the parties consider one another as unique indi-viduals rather than as objects. Such communication is characterized by minimal use of stereotyped labels; by unique, idiosyncratic rules; and by a high degree of information exchange. (Page 12)

LO1 Assess the needs (physical, identity, social, and practical) that communicators are attempting to satisfy in a given situation or relationship.It turns out that interpersonal communication is more than haphazard interaction. We communicate to satisfy physical needs (e.g., touch is therapeutic and comforting). Communication also helps us discover what we’re like as individuals (our identity needs) and to attain the pleasure, affection, and relaxation that come when our social needs are met. Finally, communication helps us achieve instrumental goals such as getting a deal, meeting someone special, or finding the nearest Tim Horton’s.

LO2 Apply the transactional communication model to a specific situation.Before reading this chapter, you might have thought of inter-personal communication as two people sending messages back and forth (the linear model). But communication is more complicated than that. In transactional communication, communicators send and receive messages simultaneously, and their individual interpretations of messages are influ-enced by the degree to which they share an environment or by the external, physiological, or psychological noise they are experiencing.

LO3 Describe how the communication principles on pages 9–10 and misconceptions on pages 10–11 are evident in a specific situation.Regardless of our situation, several communication principles hold true: Communication can be intentional or unintentional; it is both irreversible and unrepeatable; we cannot stop com-municating because we continually send nonverbal cues; finally, all communication events have content and relational dimensions. Communication misconceptions are rampant: We tend to think that more communication is always better, that meanings are in words, that successful communication always involves shared understanding, that people or events cause our reactions, or that communication solves all problems.

LO4 Describe the degree to which communication is qualitatively impersonal or interpersonal, as well as the consequences of these levels of interaction.You can look at interpersonal communication from both a quantitative and a qualitative perspective. A quantitative definition involves two individuals (a dyad) in impersonal communication, like that between a clerk and a customer. A qualitative view entails much more. Communication is more personal, with the people involved treating one another as unique and irreplaceable. This view of communication is also characterized by interdependence (the other’s joy is our joy) and the disclosure of thoughts and feelings. Finally, individ-uals in qualitatively interpersonal relationships communicate for intrinsic rewards—that is, for the joy of it.

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LO5 Diagnose the effectiveness of various communication channels in a specific situation.Communicating through text messages, e-mails, tweets, or by using social networking sites such as Facebook can be as effective as face-to-face communication. New technologies allow us to connect with people with similar interests or to interact with individuals anywhere in the world. They also help us enhance our present relationships and to make new friends. But there are challenges: These messages are gen-erally leaner than face-to-face communication in that they lack nonverbal cues, often making them difficult to interpret. We also tend to send messages without considering the consequences (disinhibition) and to forget about the perma-nent nature of the Internet. Those weekend photos might not appeal to a potential employer.

LO6 Use the criteria on pages 16–20 to determine the level of communication competence in a specific instance or relationship.Just as you learn new computer applications, so too can you learn new communication skills. For instance, communica-tion competence depends on the situation and your relation-ship with the other person; thus, there’s no “proper” way to communicate. But competent communicators do share some similarities. They possess a wide range of behaviours and choose the most appropriate depending on the con-text, the goal, and the other person. They also demonstrate empathy, cognitive complexity, and self-monitoring and have an understanding of intercultural communication. These strengths allow them to fare well in the workplace.

Chapter 1 Quiz Questions1. What view of communication suggests that communicators simulta-

neously send and receive messages?a. linearb. transactionalc. qualitatived. quantitative

2. You explain something to your friend and find out later that she com-pletely misinterpreted your meaning. What does this suggest?a. meaning is not in wordsb. your friend is a low self-monitorc. communication is unintentionald. your friend demonstrates cognitive complexity

3. What view of communication suggests that interpersonal communica-tion is defined by the worth, value, and uniqueness of the individuals?a. linearb. transactionalc. qualitatived. quantitative

4. What is another term for “decoding”?a. cognitive complexityb. commitmentc. interpretationd. encoding

5. Caitlyn always seems to know what to say and how to act. She can walk into a room, and within minutes she knows how to behave. Which statement best describes Caitlyn?a. is a high self-monitorb. has the ability to choose the most appropriate behaviorc. demonstrates cognitive complexityd. demonstrates empathy

LO5

Mediated communication The use of computer based tools (e-mail, instant messaging, social networking sites, testing, etc.) for the purpose of human interaction. (Page 13)Disinhibition The tendency to transmit messages without considering their consequences. (Page 16)

LO6

Communication competence The ability to accomplish one’s personal goals in a manner that maintains or enhances the relationship in which it occurs. (Page 16)Cognitive complexity The ability to construct a variety of frameworks for viewing an issue. (Page 19)Empathy The ability to project oneself into another person’s point of view so as to experience the other’s thoughts and feelings. (Page 20)Self-monitoring The process of attending to your own behaviour and using these observations to shape the way you behave. (Page 20)

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10. Which statement best summarizes the chapter?a. While effective communication can help you get a job, it’s not so

important afterward.b. There’s no relationship between communication and employee

satisfaction.c. Engineers don’t have a need for effective communication because

of the nature of their work.d. Communicating on the job can be challenging these days because

four generations with four different value systems work side by side

Chapter 1 Questions for Thought and Discussion

1. Provide examples from your own life that explain how communication was used to satisfy your physical, identity, and social needs and to meet an instrumental goal.

2. Explain why the transactional model of interpersonal communication more accurately explains what happens when individuals communi-cate than does the linear model.

3. “Mediated communication is great for developing and maintaining relationships, but it is not so effective for communication.” Do you agree or disagree with this statement? Provide support for your answer.

4. Your two friends will be teaching English as a second language in Japan next semester. What advice would you give them about inter-cultural communication?

Answers

1. b; 2. a; 3. c; 4. c; 5. a; 6. d; 7. c; 8. c; 9. d; 10. d

6. You were checking out a classmate’s Facebook page, and she posts more information about herself than anyone you know. She talks about her sex life, her arguments with parents and co-workers, even how she shortchanges people at work. Which term best describes this type of communication?a. mediated communicationb. content messagesc. transactional communicationd. disinhibition

7. Kristen enjoys meeting and interacting with people from other cul-tures. She finds it entertaining when she does something “wrong” because the gesture, norm, or behaviour tends to mean something very different than it does in her culture. Which attribute of inter-cultural communication competence does this example best demon-strate?a. motivationb. tolerance for ambiguityc. open-mindednessd. knowledge and skill

8. Why is Maslow’s hierarchy of needs important to the study of inter-personal communication?a. We all have needs.b. We can’t understand our needs without communication.c. Communication can help us meet each need.d. The need for communication is the sixth, “hidden” need.

9. Which statement best describes how integrated communicators express themselves in skilful ways?a. their communication is a self-conscious actb. they have more experiencec. skills are basic to communicationd. they have internalized effective behaviour

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