chapter 4 interpersonal communication. the communication process noise environmentenvironment...
Post on 21-Dec-2015
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TRANSCRIPT
Chapter 4
Interpersonal Communication
The Communication Process
Noise
NoiseENVIRONMENT
ENVIRONMENT
Channel
Message
Sender Receiver
Feedback
Relationship Building
Communication is a vehicle for building relationships
Sorenson, DeBord, and Ramirez say we establish relationships along two primary dimensions Dominate-subordinate (control) Cold-warm
Communication Dimensions of Establishing a Relationship
Dominant
Warm Cold
Subordinate
Impersonal
AcceptingSupportive
Personal
Nonverbal Communication
The transmission of messages through means other than words
Nonverbal messages sometimes Accompany verbal messages Stand alone
How We Communicate a Message
Modes of Transmission
Environment – setting; furniture Interpersonal Distance
Modes of Transmission
Posture Hand Gestures Facial Expressions and Eye Contact Voice Quality Personal Appearance Attention Paid to the Other Person
Improve Nonverbal Communication
Get some feedback on your body language
Learn to relax when communicating Use gestures, but don’t overdo it Avoid using the same gesture
indiscriminately Practice role-playing Use mirroring to establish rapport
Mirroring
Subtly imitating someone
Imitate breathing pattern Adopt voice speed Imitate gestures Adopt style of dress
Communication Barriers
Barriers occur when message is
Complex Emotionally arousing Conflicting with receiver’s mental set
Overcoming Communication Problems
Understand the receiver
Develop empathy Recognize what motivates the receiver Understand the other persons frame of
reference
Overcoming Communication Problems
Minimize defensive communication
Blaming Denial
Overcoming Communication Problems
Use multiple channels
In-person E-mail Phone call Letter
Overcoming Communication Problems
Get and give both verbal and nonverbal feedback
Ask for feedback so a dialogue takes place; it builds trust
Give feedback to provide reinforcement to the sender
Overcoming Communication Problems
Display a positive attitude
You will appear more credible and trustworthy
Overcoming Communication Problems
Use persuasive communication
Ten suggestions in your book on pages 75-77.
Overcoming Communication Problems
Listen actively
Empathize Summarize Use supportive body language
See figure 4-5 on page 78.
Listening Traps
Do Self-Assessment Quiz 4-2 on p. 79
Prepare for Stressful Conversations
Rehearse how you will share bad news
Practice temperate phrasing (tact) Be clear about what you mean
Example: We can’t use your product because it lacks three features that we need.
Overcoming Communication Problems
Metacommunicate! Communicate about your
communication
Overcoming Communication Problems
Recognize gender differences in communication style
Gender Differences
Women use conversation to build rapport Men prefer to talk to preserve
independence by showing knowledge and skill
Women want empathy, not solutions Men prefer to work out problems alone,
while women like to talk out solutions with another person
Women are more likely to compliment a coworker
Men are more likely to criticize a coworker
Gender Differences
Men tend to be more directive and women more polite
Women tend to give in to maintain a relationship
Men are more interested than women in calling attention to their accomplishments
Men tend to dominate discussions during meetings
A Challenge for You
Be more aware of how you communicate at work
Watch others and see if you can discern some patterns
Men-try being more empathetic Women-try being more direct