Transcript Focusing on Interpersonal and Group

CHAPTER 2
Focusing on
Interpersonal and
Group
Communication
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1.
Explain how behavioral theories about human needs, trust
and disclosure, and motivation relate to business
communication.
2.
Describe the role of nonverbal messages in communication.
3.
Identify aspects of effective listening.
4.
Identify factors affecting group and team communication.
5.
Discuss aspects of effective meeting management.
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Behavioral Theories
Impact Communication
Maslow’s
Hierarchy of Needs
Stroking
McGregor’s
Theory X and Y
Johari Window
Hersey and
Blanchard’s
Situational
Leadership Model
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Maslow’s Hierarchy of Needs
Selfactualizing
needs
Ego needs
Social needs
Security and safety needs
Physiological needs
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Johari Window: Trust Leads
to Reciprocal Sharing
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McGregor’s Management Styles
Theory X
• Workers inherently
dislike work
_______
narrowly
• Talent is _________
distributed among only a
few
• Workers will do as
______
little _____
work as they are
required to do
Theory Y
• Workers like challenging
___________
work
widely
• Talent is _______
distributed throughout
the workforce
• Workers can be motivated
independently
to work _______________
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Hersey and Blanchard’s
Situational Leadership Model
Directive
behavior
• Detailed rules and
instructions with close
monitoring
vs.
Supportive
behavior
• Listening, communicating,
recognizing, and
encouraging
Leadership style must be appropriate for
follower and task being performed.
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Nonverbal Communication
Adds Meaning
Metacommunication
• Not expressed in words but
accompanies a verbal message
Visual
• All types of body movements
(gestures, eye contact, and facial
expressions)
Vocal
• Tone, projection, and emphasis
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Metacommunication
Message Sent
Message Implied by
Senders
Message Inferred by
Receivers
“Be on time.”
“An early start is the best
one.”
OR
“You are often late.”
“She thinks I’m always
late.”
“Take more time with your
work.”
I want to help you
improve” or “We can’t
afford any more foul-ups.”
“He thinks I’m careless, and
this comment is a warning.”
“This work is better.”
“Good solid revisions.”
OR
“Your work finally shows
promise.”
“Was my previous work
bad?”
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Kinesic Communication
Visual
Vocal
• Gestures, winks, smiles,
frowns, sighs, attire, grooming,
and other body movements
• Intonation, projection, and
resonance
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Understanding Kinesic Messages
Action
Possible Message
Wink or light chuckle after statement
“Don’t believe what I just said.”
A supervisor lightly puts his arm around
an employee’s shoulders
“Everything is fine. Let me help you.” OR
sexual harassment
A job applicant submits a résumé with
errors
““My spelling and grammar skills are
deficient.” OR
“I don’t care to do my best.”
A group leader does not sit at the head of
the table
“I want to demonstrate my equality with
other members.”
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Effective Listeners . . .
● Minimize distractions
● Get in touch with the speaker
● Show active involvement; do not
interrupt
● Ask reflective questions
● Send probing prompts to the speaker
● Use lag time wisely
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Bad Listening Habits
•
Faking attention
•
Allowing disruptions
•
Overlistening
•
Stereotyping
•
Dismissing subjects as uninteresting
•
Failing to observe nonverbal aids
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Characteristics of Effective Groups
Common
goals
Size
Role
perception
Longevity
Status
Group
norms
Leadership
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Group Roles
Negative
• Isolate
• Dominator
• Free rider
• Detractor
• Digresser
• Airhead
• Socializer
Positive
• Facilitator
• Harmonizer
• Record keeper
• Reporter
• Leader
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Types of Teams
Task Force
• Achieve a single goal in limited time
Quality assurance
• Focus on product or service quality
team (quality circle)
Cross-functional
team
Product
development
• Join employees from various
departments to solve problems
• Focus on the development cycle of
new products
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Stages of Team Development
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