Transcript chap013 - McGraw Hill Higher Education

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©2007 by the McGraw-Hill Companies, Inc. All rights reserved.
13
Interpersonal
and
Collaborative
Messages
©2007 by the McGraw-Hill Companies, Inc. All rights reserved.
McGraw-Hill/Irwin
Communicating Interpersonally
 Interpersonal communication
◦ verbal, nonverbal, and listening interaction
between at least two people engaged in the
co-creation of a relationship
3
Relational Communication
• Interpersonal Communication and
Relationships
 Relationship
◦
dynamic system of interaction coordinated through
communication between two or more people
• Why Are Business Relationships
Important?
4
Relational Communication
• Types of Relationships
 Complementary relationship
◦
when communicators engage in contrasting
behavior in which one person controls and the
other relinquishes control
 Symmetrical relationship
◦
when the communicators mirror each other’s
behavior
5
Relational Communication
Some relationships are complementary in nature since one of the
communicators talks more while the other listens more.
© Royalty-Free/CORBIS
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Relational Communication
• How Do I Influence My Relationships?
• Practice Redesigning Relationships
 Talk about the relationship
 Negotiate new rules and structure
 Change the context
 Change your reaction pattern
7
Relational Communication
FIGURE 13.1 Endless Feedback Loop
When people
interact, they
repeatedly send
and receive
messages.
These messages
and reactions
continually move
around and
between the
communicators.
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Relational Communication
• What Are the Rules for Business
Relationships?
 Interactive rules
 Standard rules
 Role-related rules
• Breaking the Rules
• Cross-Cultural Rules
9
Communicating Nonverbally
 Nonverbal communication
◦ body movements or vocal variations that
communicate without words
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Communicating Nonverbally
What’s the Big Deal about Communicating
Nonverbally?
 happens continuously
 conveys 93 percent of our emotional meaning
 can occur unintentionally
 many cues are contextual
 often more reliable and believable than verbal
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Types of Nonverbal Communication
1.  Kinesic behaviors
◦ refers to body movements we use to
communicate
2.  Eye behavior
◦ refers to eye movements that communicate
emotions, facilitate and regulate conversation,
and monitor reactions
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Types of Nonverbal Communication
3.  Paralanguage
◦ vocal sounds other than words. It is how you say
something rather than what the words mean
 Vocal interferences
◦
paralinguistic sounds, such as “um,” “er,” and “uh,”
that fill dead air during speech
4.  Chronemics
◦ study of how people use and perceive time
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Types of Nonverbal Communication
5.  Proxemics
◦ study of how people use space and distance
 Intimate distance
 Personal distance
 Social distance
 Public distance
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Types of Nonverbal Communication
6.  Haptics
◦ involves
touching
behaviors
Nonverbal
touching can
communicate a
variety of
messages,
including a
formal greeting.
© Stockbyte/PunchStock
Images
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Types of Nonverbal Communication
Differences between men and women
Nonverbal Behavior
 Eye contact and gaze
 Facial expressions
 Gestures
 Posture
 Proxemic space
 Haptics (touch)
 Paralanguage
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Communicating in Small Groups
• What Is a Small Group?
 Small groups
◦
composed of two or more interdependent people
who are aware of their group membership and who
communicate to accomplish common goals
• What’s the Difference between SmallGroup and Interpersonal Communication?
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Communicating in Small Groups
• Purposes of Business
Groups and Teams
 Task force
 Quality circles
 Steering committee
 Management teams
 Project teams
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Communicating in Small Groups
• Purposes of Business
Groups and Teams (continued)
 Cross-functional teams
 Self-managing teams
 Problem-solving teams
 Virtual teams
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The Four C’s of Effective Small Groups
FIGURE 13.2 The 4 C’s of Small Groups
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The Four C’s of Effective Small Groups
•  Commitment
◦ members’ consistent participation on
grouprelated tasks, and dedication to
maintaining group values and achieving group
goals
•  Cohesion
◦ establishment of harmonious and compatible
working relationships
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The Four C’s of Effective Small Groups
•  Collaboration
◦ members of a team work together to
accomplish a task
• Conflict Modification Strategies
 Conflict strategies
◦
problem modification techniques that groups use to
resolve disputes
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Conformity
 Conformity
◦ acceptance of influence and adherence to
group rules
 Groupthink
◦ when members neglect relevant news or
information that contradicts what the group
already believes
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Leadership in Groups and Teams
 Leadership
◦ ability to influence people and share a vision
that moves projects or the organization forward
in a productive and creative way
• Leadership in Meetings
 Agendas
◦
guidelines for discussion topics and time frames for
goal accomplishment during meetings
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Leadership in Groups and Teams
• Leadership in Meetings (continued)
Task Leadership Skills
 Analyzing problems
 Evaluating criteria
 Decision making and analyzing solutions
 Developing group processing procedures
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Leadership in Groups and Teams
• Leadership in Meetings (continued)
Relational Leadership Skills
 Facilitating participation
 Stimulating discussion
 Coordinating group dialogue
 Modifying and managing conflict
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Leadership in Groups and Teams
• Gender Differences in Meetings
 interruptions
 take & hold floor
 state verbal points concretely & authoritatively
 confident about building arguments
 collaboration
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Technology for Groups and Teams
•  C-Commerce
◦ technology that allows companies to
collaborate with customers, suppliers, and
distributors to improve existing products and
services and to create new products
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Types of Nonverbal Communication
• Distance Business Meetings
1.  Teleconferencing
◦
most common type of distance meeting in which
participants communicate by phone from different
locations
2.  Videoconferencing
◦
combines both visual and verbal communication so
conference participants can see and hear each
other at the same time by using a video monitor
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Types of Nonverbal Communication
• Distance Business Meetings (continued)
3.  Web conferencing
◦
use of compact cameras and microphones
attached to personal or laptop computers to send
and receive audio and video messages transmitted
over the Internet
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Questions
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