Basics of Argumentation Victoria Nelson, Ph.D.. What is an argument? An interpersonal dispute.
Chapter 8 Interpersonal Processes & Behavior Nelson & Quick.
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Transcript of Chapter 8 Interpersonal Processes & Behavior Nelson & Quick.
Chapter 8 Interpersonal Processes & Behavior
Nelson & Quick
Communication
Communication - the evoking of a shared or common meaning in another person
Interpersonal communication - communication between two or more people in an organization
Communicator - the person originating the message
Receiver - the person receiving a message
Perceptual screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication
Basic Interpersonal Communication Model
Event XMessage• Context• Affect
Perceptual screens
Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver
Feedback loop - the pathway that completes two-way communication
Communication
Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people
Data - uninterpreted and unanalyzed facts
Information - data that have been interpreted, analyzed, & and have meaning to some user
Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver
Message Influences
Factors thatinfluencesent & receivedmessages
Age
Gender
Culture
Reflective Listening
Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
This complex process needs to be divided to be understood
What I heard you say was we will understand the
process better if we break it into steps
Reflective Listening
• Helps the receiver & communicator clearly & fully understand the message sent
• Useful in problem solving
Reflective Listening
Reflective listening emphasizes • the personal elements of the communication
process• the feelings communicated in the message• responding to the communicator, not leading
the communicator• the role or receiver or audience• understanding people by reducing perceptual
distortions and interpersonal barriers
Reflective Listening: 4 Levels of Verbal Response
Affirm contactAffirm contact
Paraphrase the expressedParaphrase the expressed
Clarify the implicitClarify the implicit
Reflect “core” feelingsReflect “core” feelings
One-way vs. Two-way Communications
One-way communication - communication in which a person sends a message to another person and no questions, feedback, or interaction follow– good for giving simple
directions– Fast but often less accurate
than 2-way communication
Two-way communication - a form of communication in which the communicator & receiver interact– good for problem solving
Five Keys to Effective Supervisory Communication
• Expressive speaking• Empathetic listening• Persuasive
leadership• Sensitivity to
feelings• Informative
management
Barriers to Communication
• Physical separation• Status differences• Status differences• Gender differences• Cultural diversity• Language
Communication Communication Barriers - Barriers - factors that block or significantly distort successful communication
Defensive Communication
Defensive Communication - communication that can be aggressive, attacking & angry,
or passive & withdrawing
Leads to– injured feelings– communication breakdowns– alienation– retaliatory behaviors– nonproductive efforts– problem solving failures
Nondefensive Communication
Nondefensive communication - communication that is assertive, direct, & powerful
Provides– basis for defense when attacked– restores order, balance & effectiveness
You are feeling really angry right
now.
Two Defensiveness Patterns
Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
Dominant Defensiveness - characterized by active, aggressive, attacking behavior
Defensive Tactics
Boss
Employee
Nondefensive Communication: A Powerful Tool
• Speaker exhibits self-control & self possession• Listener feels accepted rather than rejected• Characterized by
– assertiveness– control– informative approach– centered– realism– honesty
Po
we
r
Nonverbal Communication
Nonverbal communication - all elements of communication that do not involve words
Four basic types– Proxemics - an individual’s perception & use of space– Kinesics - study of body movements, including posture– Facial & eye behavior - movements that add cues for
the receiver– Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
Proxemics: Territorial Space
Territorial space - bands of space extending outward from the body; territorial space differs from culture to culture
ab
cd
a = intimate <1.5’
b = personal 1.5-4’
c = social 4-12’
d = public >12’
Proxemics: Seating Dynamics
Seating dynamics - seating people in certain positions according to the person’s purpose in communication
Cooperation
X O
Non-Communication
O X O
Competition
X
O
Communication
XO
Decoding Non-verbal Cues
Boss fails to acknowledge employee’s greeting
He’s unapproachable!
Manager sighs deeply
He’s angry! I’llstay out of his way!
No eye contact while
communicating
I wonder whathe’s hiding?
My opinion doesn’t count
Boss breathes heavily & waves
arms
Computer-Mediated Communication
• Informational databases• Electronic mail systems• Voice mail systems• Fax machine systems• Cellular phone systems
How Does CMC Affect Communication?
• Fast, immediate access to information• Immediate access to people in power• Instant information exchange across distance• Makes schedules & office hours irrelevant• May equalize group power • May equalize group participation
How Does CMC Affect Communication?
• Communication can become more impersonal--interaction with a machine
• Interpersonal skills may diminish--less tact, less graciousness
• Non-verbal cues lacking• Alters social context• Easy to become overwhelmed with information• Encourages polyphasic activity
Tips for Effective Use of CMC
Strive for message
completeness
Build infeedback
opportunities
Don’t assume
immediateresponse
Is themessage
reallynecessary?
Regularlydisconnect
from thetechnology
Providesocial
interactionopportunities