MIDTERM Flashcards
The evoking of a shared or common meaning in another person
Communicaation
Communication between two or more people in an organization
Interpersonal Communication
the person originating the message
Communicator
person receiving a message
Receiver
window through which we interact with people that influencers the quality, accuracy, aand clarity of the communication
Perceptual Screen
Communication Process
Sender has idea -> Sender encodes idea into message -> Message channels and Noise -> Receiver perceives & decodes message
Receiver perceives & decodes messages -> Receiver provides verbal and nonverbal responses to sender -> Sender has idea -> Sender’s response to feedback may trigger additional feedback to receiver
Information Richess of Channels: Information Richness is HIGHEST
Information channel is face-to-face discussion
Information Richess of Channels: Information Richness is HIGH
Information Channel is Telephone conversations
Information Richess of Channels: Information Richness is MODERATE
Information channel is Written letters/memos (individually addressed)
Information Richess of Channels: Information Richness is LOW
Information channel is Formal written documents (unaddressed bulletins or e-mail)
Information Richess of Channels: Information Richness is LOWEST
Information Channel is Formal numeric documents (printouts, budget reports)
What is Reflective Listening?
skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
Reflective reasoning does:
- Emphasizes receiver’s role
- Helps the receiver & communicator clearly and fully understand the message sent
- Useful in problem solving
- It emphasizes:
-Personal elements of the communication process
-Feelings communicated in the message
-Understanding people by reducing perceptual distortions and interpersonal barriers
Reflective Listening: 4 Levels of Verbal Response
- Affirm Contact
- Paraphrase the expressed
- Clarify the implicit
- Reflect “core” feelings
-use silence and eye contact
One way Communication
- 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
-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
Factors that block or significantly distort successful communicate
-Physical separation
-Status differences
-Gender differences
-Cultural diversity
-Language
communication that can be aggressive, attacking & angry, or passive & withdrawing
Defensive Communication
Defensive communication can lead to:
-injured feelings
-communication breakdowns
-alienation
-retaliatory behaviors
-nonproductive efforts
-problem-solving failures
Communication that is assertive, direct, & powerful
Nondefensive Communication
nondefensive communication provides
- basis for defense when attacked
- restores order, balance, and effectiveness
What are the 2 defensiveness patterns
Subordinate and Dominant Defensiveness
Subordinate Defensiveness
characterized by passive, submissive, withdrawing behavior
Dominant Defensiveness
characterized by active, aggressive, attacking behavior
Defensive Tactics (Boss)
Boss: Power play, put-down, labeling, raising doubts
Defensive Tactics (Employee)
(employee) Misleading information, scapegoating, hostile jokes and deception
Catherine Crier’s rules to nondefensive communication
- Define the situation
- Clarify the person’s position
- Acknowledge the person’s feelings
- Bring the focus back to the facts
all elements of communication that do not involve words
Nonverbal communication
Four basic types of Nonverbal communication
- 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
bands of space extending outward from the body; territorial space differs from culture to culture
Territorial space
Proxemics: Seating Dynamics
seating people in certain positions according to the person’s purpose in communication
Patterns of behaviors in communication
Resistance, Resentment, Revenge, Broken Agreement, average thinkinng, unrealistic/communicated his expectations
