Interpersonal Communication

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Chapter 8 Interpersonal Communication
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Objectives

• Understand the transactional model of
  communication
• List common sources of distortion in
  communication
• Identify gender differences in communication
• Identify cultural differences in communication
• Describe and identify the five response styles

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Rubin and Marlene E. Turner
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Objectives

• Explain how to create a non-defensive
  communication climate
• Recognize assertive communication and utilize
  I-statements
• Improve your active listening skills

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Communication - Defined

• Communication is the process by which information
  is exchanged between communicators with the goal
  of achieving mutual understanding

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Transactional Model of Communication
As Field of Experience
Communicator A
Shared Field of Experience and Symbolic
Interactions over Time
Noise
Communicator B
Bs Field of Experience
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Noise - Defined

• Noise is anything that interferes with the
  intended communication
• Three types of noise
• Environmental
• Physiological
• Emotional

Noise
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Arc of Distortion
What A communicates but does not intend
Arc of distortion
A
What A intends to communicate
B
Sender
Receiver
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Sources of Distortion -Barriers to Communication

• Poor relationships
• Lack of clarity
• Individual differences in encoding/decoding
• Gender
• Perception

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Sources of Distortion -Barriers to Communication

• Culture
• Misinterpretation of nonverbal communication
• Defensiveness
• Lack of feedback and clarification
• Poor listening skills

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Meaning Lies in People not Words

• People are unique so they encode and decode
  messages differently
• Only 7 of meaning comes from words 55 comes
  from facial expressions and posture and 38 from
  vocal intonation and inflection
• Words have different connotations for different
  groups

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Gender Differences in Communication

• Women
• Concern connect
• Maintain relationships
• Seek and give confirmation and support
• Aim for consensus
• When arguing, ask more questions and agree more
  challenge less

• Men
• Concern status
• Being one up/not one down
• Aim for dominance

Gender Role Stereotypes
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Gender Differences and Power

• Men and people of high status talk more than
  women and people of low status
• In formal meetings, men are more likely to
• gain and keep the floor for more time, regardless
  of status
• interrupt others
• control the topic
• redefine what women say

But some women in powerful positions also
interrupt others
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Women Are More Likely To...

• Be interrupted when they speak
• Use qualifiers (maybe, perhaps, sort of)
• Use disclaimers (Im not really sure)
• Phrase orders politely
• Frame orders as questions
• Use intensifiers

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Cultural Communication Styles

• Low versus high context
• Direct versus indirect
• Self-enhancement versus self-effacement
• Use of silence and nonverbal gestures

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Low Vs. High Context

• Low-Context
• Relies on explicit verbal messages
• Onus on sender to craft and transmit a clear
  message
• Found in individualistic cultures

• High-Context
• Relies on information in the physical context or
  internalized in the person
• Onus on listener to read meaning into message
• Found in collectivist cultures

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Direct Vs. Indirect

• Indirect
• Implicit/camouflaged messages
• Verbal statements hide speakers meaning

• Direct
• Explicit messages
• Forthright tone of voice

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Self-enhancement Vs. Self-effacement

• Self-enhancement
• Boast about accomplishments and abilities

• Self-effacement
• Emphasize humility
• Modest talk
• Verbal restraints
• Hesitations
• Self-deprecation

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Silence and NonverbalGesture

• Interpreted differently across cultures
• Silence
• Respect
• Disapproval
• Harmony
• Lack of understanding
• Nonverbal gestures
• Body movements
• Facial expressions
• Tone of voice

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Response Styles

• Evaluative
• Interpretive
• Supportive
• Probing
• Understanding

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Defensive/Non-defensive Communication Climates

• Defensive Climates
• Evaluation
• Control
• Strategy
• Neutrality
• Superiority
• Certainty

• Supportive Climates
• Description
• Problem orientation
• Spontaneity
• Empathy
• Equality
• Provisionalism

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Assertiveness Defined
The ability to communicate clearly and directly
what you need or want
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I-Statements
Behavior
Effect
Feeling
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I-Statements
When you come late to class, it disrupts whats
going on and we have to stop to orient you and
figure out what group you should join and
thats annoying
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Congruent Communication
Thoughts
Feelings
Feelings
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Active Listening

• Being non-evaluative
• Paraphrasing
• Reflecting implications
• Reflecting underlying feelings
• Inviting further contributions
• Using nonverbal response

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Communication Channels

• Rich communication (multiple channels)
• Verbal
• Visual
• Nonverbal
• Emotional
• e.g., face-to-face

• Lean communication (limited channels)
• Language alone
• e.g., e-mail, emoticons

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