Transcript Chapter 2 Communication Processes

Presentation Prepared by:
Nader H. Chaaban, Ph.D.
Montgomery College
Rockville, Maryland
McGraw-Hill/Irwin
© 2012 McGraw-Hill Companies. All Rights Reserved.
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COMMUNICATION PROCESSES
Communication
Language Behavior
Self-Disclosure
Interaction Roles
Review of the Systems Approach
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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).
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COMMUNICATION
Communication Defined
 O’Hair, Friedrich, and Shaver (1998) identify
six key components of effective communication
skills:
1. Creative insight
2. Sensitivity
3. Vision
4. Versatility
5. Focus
6. Patience
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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.
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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.
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COMMUNICATION
Verbal-Nonverbal Communication
Visual cues
Facial expression
Eye contact
Body positioning
Hand gestures
Style of dress
Physical appearance
Body movements
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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
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COMMUNICATION
Defensive-Supportive Communication
Supportive Climates Defensive Climates
Description
Evaluation
Problem orientation Control
Spontaneity
Strategy
Empathy
Neutrality
Equality
Superiority
Provisionalism
Certainty
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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.
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COMMUNICATION
Listening
When we can make the other person feel really
understood, we are often seen as effective
communicators.
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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.
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LANGUAGE BEHAVIOR
General semantics is the study of the interaction
between verbal symbols and the thought
patterns associated with them.
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LANGUAGE BARRIERS
Bypassing
In group discussions, the entire focus of the
discussion may be diverted by a difference in
interpretation of a given word.
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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.
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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.
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THE END
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