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Chapter 2 - Communication processes. Chapter 2 focuses on four of the internal influences of the system''s Model of Small Group Interaction: communication, language behavior, self-disclosure, and interaction roles. This chapter concentrates on the important topic of communication. Because communication is one of the most important aspects of group interaction, a thorough discussion of it is necessary.
CCHH AAPP TT EE RR 21 Communication Processes Stewart L Tubbs McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide Communication Processes ã ã • • • • • • • McGrawHill Glossary Case Study Communication Case Study Language Behavior Case Study SelfDisclosure Interaction Roles The Systems Approach © 2004 The McGrawHill Companies, Inc. All rights reserved Slide Glossary • Appropriateness—includes several factors that help determine the timing and extent of selfdisclosure • Bypassing—a misunderstanding that occurs when the sender . . . and the receiver . . . miss each other with their meaning • ContentandProcesscontentofagroupdiscussion includescommentsaboutthetopicofthediscussion. Processisthemannerinwhichthediscussionisconducted McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide Glossary ã DefensiveSupportive Communication — defensive communication occurs when a psychological barrier is created, known as a defense mechanism. This barrier acts to reduce effective communication. Supportive communication minimizes these types of problems • Emotional Intelligence—personal and interpersonal skills that enable one to induce desired responses in others • GroupBuilding and Maintenance Roles— helptheinterpersonalfunctioningofthegroupandalterthe wayofworkingbystrengthening,regulating,and perpetuatingthegroup McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide Glossary ã Group Task Roles—identifiable behaviors that are • • • McGrawHill directed toward accomplishing the group’s objective Individual Roles—roles that are designed to satisfy an individual’s needs rather than to contribute to satisfying the needs of the group Inference Making—refers to going beyond observations and what we know. Inferences have only a low probability of coming true IntentionalUnintentional Communication— Intentional communication occurs when we communicate what we mean to. Unintentional communication occurs when we communicate something different from what we intend © 2004 The McGrawHill Companies, Inc. All rights reserved Slide Glossary • Polarizing—the exaggeration that occurs when people attempt to make a point • Signal Reactions—learned responses to certain stimuli, such as emotional reactions to offensive swear words or racial slurs • VerbalNonverbal Communication—verbal communication is the use of words to get across a message. Nonverbal communication is the use of physical actions, such as facial expression or tone of voice, to get across a message McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide Case Study The Departmental Email 1. What do you think would have been your reactions if you were Jones, Cameron, or Hotchkiss? 2. What would have been your reactions if you were one of the members of the department? McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide Communication • Emotional Intelligence – A combination of intrapersonal communication (personal competence) and interpersonal communication (social competence) • Communication Defined – The process of creating meanings in the minds of others McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide Communication • Communication Defined . . . (continued) – O’Hair, Friedrich, and Shaver (1998, pp. 45) identify six key components of effective communication skills: 1. Creative insight is the ability to ask the right questions 2. Sensitivity means [a person] practices the golden rule 3. Vision means being able to create the future 4. Versatility is the capacity for anticipating change 5. Focus is required to implement the change 6. Patience allows . . . people to live in the long term. McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 10 Communication • Communication Defined . . . (continued) – Communication among group members may depend on the nature of the group • IntentionalUnintentional Communication – Unintentional messages may be transmitted by action as well as by words – Like the intended message, feedback also has content and relationship levels McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 32 Language Behavior— Practical Tips • Idea Killer Phrases –“That’s ridiculous.” – “You can’t teach an old dog new tricks.” –“We tried that before.” –“That will never work.” – “We’ll be the laughingstock.” – “You’re absolutely wrong.” –“That’s crazy.” –“It’s too radical a change.” – “You don’t know what you’re talking about.” –“We’re too small for it.” – “It’s impossible.” –“It’s not practical.” –“Let’s get back to reality.” – “There’s no way it can be one.” McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 33 Language Behavior— Practical Tips • Igniter Phrases – “I agree.” – “That’s good!” – “I made a mistake. I’m sorry.” – “That’s a great idea.” – “I’m glad you brought that up.” – “You’re on the right track.” – “I know it will work.” McGrawHill – “We’re going to try something different today.” – “I never thought of that.” – “We can do a lot with that idea.” – “Real good, anyone else?” – “I like that!” – “That would be worth a try.” – “Why don’t we assume it would work and go from there.” © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 34 Case Study Niggardly Controversy (B) 1. What do you now think of Mr. Howard’s use of the word? 2. What do you now think of the mayor’s actions? 3. What lessons have you learned about language behavior from this case? McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 35 Self-Disclosure • Perhaps one of the greatest dilemmas facing a group member is the choice between openly expressing his or her thoughts and feelings and concealing or distorting inner feelings,thoughts,orperceptions McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide 36 Self-Disclosure ã TheJohariWindow The Johari window classifies an individual’s relating to others according to four quadrants (or windowpanes) • Quadrant 1, the open quadrant, represents our willingness to share with others our views on general topics • Quadrant 2, the blind quadrant, represents the things others may know about us that we do unintentionally andunknowingly McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide 37 Self-Disclosure ã TheJohariWindow The Johari window . . . (continued) • Quadrant 3, the hidden area, represents the feelings about ourselves that we know but are unwilling to reveal to others • Quadrant 4, the area of the unknown, includes almost anything outside our experience – Luft advocates changing the shape of the windowsothatquadrant1enlargeswhileallthe othersbecomesmaller McGrawưHill â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved Slide 38 Self-Disclosure ã TheJohariWindow McGrawưHill Source:JosephLuft.GroupProcesses:AnIntroductiontoGroupDynamics,bypermission â2004TheMcGrawưHillCompanies,Inc.Allrightsreserved ofMayfieldPublishingCompany.Copyrightâ1963,1970byJosephLuft. Slide 39 Self-Disclosure ã WhenIsSelfưDisclosureAppropriate? Luft (1969) proposes the following guidelines: 1. When it is a function of the ongoing relationship 2. When it occurs reciprocally 3. When it is timed to fit what is happening 4. When it concerns what is going on within and between persons in the present 5. When it moves by relatively small increments McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 40 Self-Disclosure • When Is SelfDisclosure Appropriate? – Luft (1969) . . . (continued) 6. When it is confirmable by the other person 7. When account is taken of the effect disclosure has on the other person(s) 8. When it creates a reasonable risk 9. When it is speeded up in a crisis 10. When the context is mutually shared McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 41 Interaction Roles • Group Task Roles – – – – – – McGrawHill Initiatingcontributing Information seeking Opinion seeking Information giving Opinion giving Coordinating © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 42 Interaction Roles • Group Task Roles . . . (continued) – – – – – – McGrawHill Elaborating Orienting Evaluating Energizing Assisting on procedure Recording © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 43 Interaction Roles • GroupBuilding and Maintenance Roles – – – – – – – McGrawHill Encouraging Harmonizing Compromising Gatekeeping and expediting Setting standards or ideals Observing Following © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 44 Interaction Roles • Individual Roles – – – – – – – – McGrawHill Aggressing Blocking Recognition seeking Selfconfessing Acting the playboy Dominating Help seeking Specialinterest pleading © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 45 The Systems Approach • Many authors stress that the participants in any communication event are highly dependent on one another • The type of group and the personalities, genders, body shapes, and ability levels all interact to produce the outcome McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved Slide 46 The Systems Approach • Four problems related to language behavior —bypassing, inference making, polarizing, and signal reactions—are related to both the background factors of the individuals and the eventual consequences of group discussion • Appropriate selfdisclosure will vary considerably from group to group • Group task and group maintenance roles contribute the group’s needs McGrawHill © 2004 The McGrawHill Companies, Inc. All rights reserved ... communicationistheuseofwordstogetacrossamessage. Nonverbalcommunicationistheuseofphysicalactions, suchasfacialexpressionortoneofvoice,togetacrossa message McGrawưHill ? ?20 04TheMcGrawưHillCompanies,Inc.Allrightsreserved... Polarizing—the exaggeration that occurs when people attempt? ?to? ?make? ?a? ?point • Signal Reactions—learned responses? ?to? ?certain stimuli, such as emotional reactions? ?to? ?offensive swear wordsorracialslurs ã VerbalưNonverbalCommunicationverbal communicationistheuseofwordstogetacrossamessage.... VerbalNonverbal Communication (cont’d) – All verbal and nonverbal cues are perceived as? ?a? ? whole – Nonverbal communication takes? ?a? ?different form at the organizational level • An openoffice layout, as opposed? ?to? ?the