Chapter 8- interpersonal communication Flashcards
Communication is…
- a major portion of a manager’s job and an essential skill
- the process by which information is exchanged between communicators with the goal of achieving mutual understanding
Transactional Model of Communication…
consists of 2 communicators who participate equally from their own personal context or field of experience
Arc of Distortion…
the difference between what the sender intended to communicate and what the receiver understood the message to be
Barriers of Communication…
poor relationships, lack of clarity, individual differences in encoding & decoding, gender differences, perception, culture, misinterpretation of nonverbal communication, defensiveness, lack of feedback and clarification, and poor listening skills
Common style differences in intercultural communication…
*high-context vs. low-context
*direct vs. indirect
*self-enhancement vs. self-effacement
The most effective communicators are…
receiver-oriented, because they take the perspective of the receivers and customize messages for them
More meaning is taken from…
- facial expressions and posture
- vocal intonation and inflection than from words themselves
Defensiveness is a…
common communication barrier because the energy devoted to defending oneself prevents attention to the message
A non defensive climate is created when…
people are descriptive, egalitarian, focused on problem solving, spontaneous, empathetic & provisional
5 common response styles…
- evaluative most common
- interpretive
- supportive
- probing
- understanding
Assertiveness…
the ability to communicate clearly and directly what you need or want from another person in a way that does not deny or infringe upon the other’s rights
I-statements (behavior, effects, feelings)…
are an effective way to provide feedback to others
Communication channels…
*can be rich (multiple channels)
*or lean (limited channels)
The components of active listening…
- being non-evaluative
- paraphrasing the content
- reflecting implications
- reflecting underlying feelings
- inviting further contributions
- using nonverbal listening responses
