Transcript Chapter 12: Fostering Interpersonal Communication

Presentation Slides
to Accompany
Organizational Behavior 10
th
Don Hellriegel and John W. Slocum, Jr.
Chapter 12—Fostering Interpersonal
Communication
Prepared by
Michael K. McCuddy
Valparaiso University
Edition
Learning Objectives for Fostering Interpersonal
Communication
 Describe the basic elements of interpersonal
communication
 Discuss
how interpersonal communication
networks affect relationships among employees
 Explain
the fabric of abilities that foster dialogue
 Describe
how nonverbal communication affects
dialogue
Chapter 12: Fostering Interpersonal
Communication
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Elements of Interpersonal Communication
Sender
Receiver
Transmitters
Channels
Receptors
Decoding
Encoding
•Interpersonal
Start
Barriers
Meaning
Meaning
•Cultural Barriers
Encoding
Decoding
Receptors
Channels
Transmitters
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Communication
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Examples of Media Richness
Fast
Face-to-face dialogue *
Videoconference *
Speed of
Personalized
Feedback
Telephone conversation *
* Voice mail
* E-mail
* Informal letters/memos
* Organization’s own videos
* Organization’s Web site
* Formal written documents
* Formal numerical documents
Slow
Single
Cues and Language
Multiple
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Communication
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Personality Barriers in
Interpersonal Communication
 Low
adjustment
 Low
sociability
 Low
conscientiousness
 Low
agreeableness
 Low
intellectual openness
 Introversion
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Communication
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Perceptual Barriers in
Interpersonal Communication
 Perceptual
defense
 Stereotyping
 Halo
effect
 Projection
 High
expectancy effects
 Fundamental
 Self-serving
attribution error
bias
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Communication
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Direct Barriers in
Interpersonal Communication
Noise
Semantics
Language routines
Lying and distortion
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Communication
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Cultural Barriers in
Interpersonal Communication
Cultural Context
High-context culture
Low-context culture
Body Language
Ethnocentrism
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Communication
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High
Context
German
Swiss
Scandinavian
North American
English
Italian
Spanish
Greek
Arab
Vietnamese
Japanese
Korean
Chinese
Examples of Cultures on the
Cultural Context Continuum
Low
Context
Source: Based on Hall, E. Understanding Cultural Differences. Yarmouth, ME.: Intercultural Press,
1989; Munter, M. Guide to Managerial Communication: Effective Business writing and Speaking,
5th ed. Englewood Cliffs, N.J.: Prentice-Hall, 1999.
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Communication
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Five Alternative Communication
Networks for a Five-Person Team
 Star
Y
network
network
 Chain
network
 Circle
network
 All-channel
network
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Communication
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Effects of Five
Communication Networks
TYPE OF COMMUNICATION NETWORK
FACTOR
STAR
Y
CHAIN
CIRCLE
ALLCHANNEL
Degree of
centralization
Very high
High
Moderate
Low
Very low
Leadership
predictability
Very high
High
Moderate
Low
Very low
Low
Low
Moderate
Moderate
High
Range in individual
member satisfaction High
High
Moderate
Low
Very low
Average group
satisfaction
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Communication
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Elements in Communication Openness
Closed
Guarded
Defensive
Low
Hidden
Concealed
Message Transmission
Is Linked to:
TRUST
AGENDAS
GOALS
Open
Candid
Supportive
High
Shared
Revealed
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Communication
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Contextual Factors in
Communication Openness
 History
of the relationship will affect trust
and risk taking
 Guarded
interpersonal communication is
understandable and rational:
In adversarial relationships but not in supportive
relationships
When someone else has control over your fate
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Communication
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Principles of Constructive
Feedback for Fostering Dialogue

Establish trust between sender and receiver

Make feedback specific rather than general

Give feedback when receiver is ready to accept it

Check validity of feedback with receiver

Provide feedback on behaviors the receiver can change

Don’t overwhelm receiver with feedback
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Communication
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Guidelines for Effective
Active Listening
 Have
a purpose for listening
 Suspend
judgment, at least initially
 Resist
distractions and focus on the sender
 Pause
before responding to the sender
 Rephrase
 Seek
 Use
the sender’s message
out important themes
the differential between rates of speech and
thought to reflect and search for meaning
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Communication
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Basic Types of Nonverbal Cues
TYPE OF CUE
EXPLANATION AND EXAMPLES
Body motion
Gestures, facial expressions, eye behavior, etc.
Personal physical
characteristics
Body shape, posture, body or breath odors,
hair color, skin color, etc.
Paralanguage
Voice qualities, speech habits, laughing, etc.
Use of space
Ways people use and perceive space
Physical
environment
Building and room design, furnishings, etc.
Time
Use of time, relationship of time and status, etc.
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Communication
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