6-1 Communication Chapter 6. 6-2 Communication Process Sender Credibility Boomerang effect...
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Transcript of 6-1 Communication Chapter 6. 6-2 Communication Process Sender Credibility Boomerang effect...
6-1
Communication
Chapter 6
6-2
Communication Process
SenderCredibility
Boomerang effect Important if issue is about objective facts
Attractiveness Physical, similar, high-status Important if issue is about subjective values or
preference
6-3
Communication Process
Receiver
Personality characteristics Intelligence influences wording Those with low self esteem are easier convinced
Jargon and miscommunication
Relationship to messages Range of acceptability
6-4
Communication Process
MessageVary in sophistication, emotion, aesthetics
Avoid jargon and one-sided messages
Rational arguments better with educated audience
Emotion and fear arousing messages are persuasive
6-5
Communication Process Communication Within Teams
Too brief of messages
Poor perspective taking
Positively distorted messages
Lack of full explanations
Clear communication in military Performance monitoring, feedback, closed-loop
communication, and backing-up behaviors
6-6
Flow of a Team’s Communications Communication Climates
Supportive Climate Open, inclusive, rewarding Messages are facts/opinions Focus on problem solving
Negative Climate Defensive behaviors Closed, alienating, blaming, discouraging, punishing
Climates develop in cycles
6-7
Flow of a Team’s Communications
Psychological SafetyEnvironment where people feel free to
express their thoughts and feelings
Interpersonal trust, mutual respect
Important when giving feedback
Leaders promote safety
6-8
Flow of a Team’s Communications
Processing Information Within the TeamFailure to combine unique knowledge
Biases hinder decision making
Solution: Leader should focus the team’s attention Problem solving approach Analyze alternatives Build trust
6-9
Building Trust Evolves from shared values, attitudes, and emotions
Based on social relationships
Requires being trusting and trustworthy Impacts on interpersonal communication,
cooperation, and teamwork Techniques to rebuild trust:
Emotional Intelligence Four Components
Self-awarenessEmpathyEmotional regulationRelationship management
Team emotional intelligence Enhances trust, cohesion, ability to work under
stressful situationsHigh EI teams have fewer and less intense
conflicts 6-10
Components of Team Emotional Intelligence
Insert Figure 6.1 (p. 109)
6-11
Emotional Intelligence
Improving Team Emotional IntelligenceTeam leaders model appropriate behaviorTeams can develop behavioral normsUse experiential group activities
6-12
Facilitating Team Meetings 5 main communication activities of the facilitator:
Maintain an open and collaborative climate Manage disruptive behaviors Manage differences Summarize important decisions Evaluate the group process
6-14
Communication Skills for Team Meetings
1. Ask Questions Open ended and follow up
2. Listen Actively Paraphrasing
3. Give Constructive Feedback Focus on future, specific behaviors, learning and problem solving
4. Manage Feelings Stay neutral Understand feelings rather than evaluating them Process feelings in the group
6-13
6-16
6-16
6-17
Activity Continued