chapter 2

Slide 1:

Communication Processes

Communication Processes:

Communication Processes Communication Language Behavior Self-Disclosure Interaction Roles Review of the Systems Approach

Communication:

Communication Emotional Intelligence (EI) Daniel Goleman states that leaders must build consensus, see things from the perspectives of others, and promote cooperation, while avoiding conflicts (Odell, 2003). EI is a combination of intrapersonal communication (personal competence) and interpersonal communication (social competence).

Communication:

Communication Communication Defined O’Hair, Friedrich, and Shaver (1998) identify six key components of effective communication skills: Creative insight Sensitivity Vision 4. Versatility 5. Focus 6. Patience

Communication:

Communication Intentional-Unintentional Communication Intentional messages have a purpose to get our point across; to persuade another; to prompt action; or simply to have fun Unintentional messages are not purposeful, but may be transmitted by action as well as by words. Like the intended message, feedback also has content and relationship levels.

Communication:

Communication Intentional-Unintentional Communication The arc of distortion is the gap between what we intend to communicate and what is actually received Effective feedback should (1) be clear and understandable, (2) come from a trusted person, and (3) be as immediate as possible.

Communication:

Communication Verbal-Nonverbal Communication Visual cues Facial expression Eye contact Body positioning Hand gestures Style of dress Physical appearance Body movements

Communication:

Communication Verbal-Nonverbal Communication Vocal Cues Vocal cues include regional dialects, methods of pronunciation, and the five major factors: Volume Rate and fluency Pitch Quality Inflection

Communication:

Communication Defensive-Supportive Communication Supportive Climates Defensive Climates Description Evaluation Problem orientation Control Spontaneity Strategy Empathy Neutrality Equality Superiority Provisionalism Certainty

Communication:

Communication Content and Process of Communication One rather difficult distinction to make about group discussion is the difference between the content of the discussion and the process.

Communication:

Communication Listening When we can make the other person feel really understood, we are often seen as effective communicators.

Communication:

Communication Listening Improving listening skills: 1. Pay attention to differences in thinking styles. 2. Listen for the subtext 3. Suspend judgment when hearing something new. 4. Explain things in the other person’s thinking pattern, not always your own. 5. Remember that ‘truth’ is relative to the individual brain-mind system in which it arises, and to the language system used to construct it. 6. To change the way you’re feeling, change what you’re doing. Source: Adapted from Gregory, 1999.

Language Behavior:

Language Behavior General semantics is the study of the interaction between verbal symbols and the thought patterns associated with them.

Language Barriers:

Language Barriers Bypassing In group discussions, the entire focus of the discussion may be diverted by a difference in interpretation of a given word.

Language Behavior:

Language Behavior Inference Making Inferences involve going beyond the facts. It is wise to recognize that analyses often involve inferences that go beyond what we have observed and involve some probability for error.

Language Behavior:

Language Behavior Polarizing Polarizing is defined as “ the process that causes people who had been staying neutral to take sides in a conflict” (The University of Colorado Conflict Research Consortium). When people polarize, they perceive things to be at the ends of the continuum, such as terrible-fantastic, huge-miniscule, and so on.

Language Behavior:

Language Behavior Polarizing The three distinct characteristics of Polarization: The statements get more intense emotionally. The statements go from being specific to being more general. The statements tend to move away from the topic at hand to other issues.

Language Behavior:

Language Behavior The Relationship Between an Object and the Symbol for the Object

Language Behavior:

Language Behavior The Same Object May Be Represented by More than One Symbol

Language Behavior:

Language Behavior Inferences versus Observations

Language Behavior:

Language Behavior Surface and Hidden Agendas Compared

Language Behavior:

Language Behavior Signal Reactions Signal Reactions are learned responses to certain stimuli. In group discussions, certain phrases—referred to as idea killers or communication stoppers—are likely to produce signal reactions that are counterproductive (Tubbs and Moss, 2003).

Self-Disclosure:

Self-Disclosure Group member must choose between openly expressing his/her thoughts and feelings and concealing or distorting inner feelings, thoughts, or perceptions.

Self-Disclosure:

Self-Disclosure The Johari Window The Johari window classifies an individual’s relating to others according to four quadrants (or windowpanes). Quadrant 1, the open quadrant Quadrant 2, the blind quadrant Quadrant 3, the hidden area Quadrant 4, the area of the unknown

Self-Disclosure:

Self-Disclosure The Johari Window Luft advocates changing the shape of the window so that quadrant 1 enlarges while all the others become smaller.

Self-Disclosure:

Self-Disclosure The Johari Window Source: Joseph Luft. Group Processes: An Introduction to Group Dynamics, by permission of Mayfield Publishing Company. Copyright © 1963, 1970 by Joseph Luft .

Self-Disclosure:

Self-Disclosure When Is Self-Disclosure Appropriate? Luft (1969) proposes the following guidelines: 1. When it is a function of the ongoing relationship. 2. When it occurs reciprocally. 3. When it is timed to fit what is happening. 4. When it concerns what is going on within and between persons in the present. 5. When it moves by relatively small increments.

Self-Disclosure:

Self-Disclosure When Is Self-Disclosure Appropriate? Luft (1969) . . . (continued) 6. When it is confirmable by the other person. 7. When account is taken of the effect disclosure has on the other person(s). 8. When it creates a reasonable risk. 9. When it is speeded up in a crisis. 10. When the context is mutually shared.

Interaction Roles:

Interaction Roles Group Task Roles Initiating-contributing Information seeking Opinion seeking Information giving Opinion giving Elaborating

Interaction Roles:

Interaction Roles Group Task Roles . . . (continued) Coordinating Orienting Evaluating Energizing Assisting on procedure Recording

Interaction Roles:

Interaction Roles Group-Building and Maintenance Roles Encouraging Harmonizing Compromising Gatekeeping and expediting Setting standards or ideals Observing Following

Interaction Roles:

Interaction Roles Individual Roles Aggressing Blocking Recognition seeking Self-confessing Acting the playboy Dominating Help seeking Special-interest pleading

Interaction Roles:

Interaction Roles Individual Roles –New technologies have emerged that facilitate small group communication across the globe. –With the explosion of virtual meeting environments comes a new type of communication and etiquette.

Review of the Systems Approach:

Review of the Systems Approach Many authors stress that the participants in any communication event are highly dependent on one another. The type of group and the personalities, genders, body shapes, and ability levels all interact to produce the outcome.

The Systems Approach:

The Systems Approach Four problems related to language behavior—bypassing, inference making, polarizing, and signal reactions—are related to both the background factors of the individuals and the eventual consequences of group discussion. Appropriate self-disclosure will vary considerably from group to group. Group task and group maintenance roles contribute the group’s needs.