Chapter 2: Focusing on Interpersonal and Group Communication PDF

PM ~ Chapterz ————— Focusing on Interpersonal and Group Communication Lecture and Resource Slides BCOM 3e, Lehman 81 DuFrene Learning Objectives 1. Explain how behavioral theories about human needs, trustand disclosure, and motivation relate to business communication. 2. Describe the role of...

PM ~ Chapterz ————— Focusing on Interpersonal and Group Communication Lecture and Resource Slides BCOM 3e, Lehman 81 DuFrene Learning Objectives 1. Explain how behavioral theories about human needs, trustand disclosure, and motivation relate to business communication. 2. Describe the role of nonverbal messages in communication. 3. Identify aspects of effective listening. Identify factors affecting group and team communication. 5. Discuss aspects of effective meeting management. Learning Objective 1 Explain how behavioral theories about human needs, trust and disclosure, and motivation relate to business communication. Behavioral Theories Impact Communication Maslow’s Hierarchyof Needs . Stroklng McGregor’s Theory X and Y . . Joharl Wlndow Herseyand Blanchard’s Situational Leadership Model w Maslow’s Hierarchy of Needs Selfactualizing needs Ego needs Social needs Security and safety needs Physiological needs Johéri Window: Trust Leads? to Reciprocal Sharing KNOWN T0 SELF KNOWN TO OTHERS NOT KNOWN T0 OTHERS NOT KNOWN T0 SELF I Frag or open area IV Unknown area McGregor’s Management Styles Theory X 0 Workers inherently dislike work - Talent is narrowly distributed among only a few - Workers will do as little work as they are required to do Theory Y - Workers like challenging work . Talent is widely distributed throughout the workforce - Workers can be motivated to work indegendently Hersey and Blanchard's Situational Leadership Model Dlrective bEhaVIOF 0 Detailed rules and instructions with close monitoring VS. , SUpporF'Ve behaVIOI’ - Listening, communicating, recognizing, and encouraging Leadership style must be appropriate for follower and task being performed. Organizational Development and Small Group Effectiveness - Recognizes that group members need mutual trust 0 Involves emotional and task-oriented communication - Uses encounter sessions to promote open communication \/ What behavioral/management theory fits with organizational development? Learning Objective 2 Describe the role of nonverbal messages in communication. Nonverbal Communication Adds Meaning Metacommunication 0 Not expressed in words but . accompanles a verbal message Visual - All types of body movements (gestures, eye contact, and facial expressions) Vocal - Tone, projection, and emphasis Metacommunication Message Sent "Be on time." Message Implied by Senders Message Inferred by Receivers ”An early start is the best ”She thinks I’m always one" late." OR "You are ofien late." ”Take more time with your work" “This work is better." ”He thinks I'm careless, I want to help yoil improve" or "We can't afford any more foul-ups! warning.” "Good solid revisions." ”Was my previous work OR ”Your work finally shows promise." bad?" and this Comment is a Kinesic Communication Vi s u a I vocal ~ Gestures, winks, smiles, frowns, sighs, attire, grooming, and other body movements - Intonation, projection, and resonance Understanding Kinesic Messages Action Possible Message Wink or light chuckle afier statement ”Don't believe what I just said.” A supervisor lightly puts his arm around an employee’s shoulders ”Everything is fine. Let me help you.” OR sexual harassment A job applicant submits a résumé ”"My spelling and grammar skills with errors are deficient" OR ”I don't care to do my best" A group leader does not sit at the head of the table ”I want to demonstrate my equality' with other members" Understanding Nonverbal Messages 0 Cannot be avoided - Vary between geogle and cultures 0 May be contradictory or unintentional, beneficial or harmful 0 May be intentional and receive more attention than the verbal message IXI Learning Objective 3 Identify aspects of effective listening. Effective Listeners . . . - Minimize distractions - Get in touch with the speaker - Show active involvement; do not interrupt - Ask reflective questions 0 Send probing prompts to the speaker - Use lag time wisely w Bad Listening Habits - Faking attention - Allowing disruptions - Overlistening - Stereotyping - Dismissing subjects as uninteresting - Failing to observe nonverbal aids Learning Objective 4 Identify factors affecting group and team communication. Communication in Flat Organizations 0 Horizontal communication is more important than vertical communication 0 Much communication involves face-to-face meetings with team members rather than impersonal ”hand-offs" - Communication is ogen and morefreguent Characteristics of Effective Groups Common goals Role . perceptlon . Longewty Size Status Group Leadership norms Group Roles Negative Positive - Isolate - Facilitator ' Dominator . Harmonizer - Free rider - Detractor - Record keeper - Reporter - Digresser - Leader - Airhead - Socializer Types of Teams Task Force 0 Achieve a single goal in limited time Quality assurance team (quality circle) - Focus on product or serV|ce quality Cross-functional team Product development - Join employees from various departments to solve problems 0 Focus on the development cycle of new products .- ..f.-|e‘!111 Stages of Team Development & 2012 Czngage lia‘mng A * 5 u wessm 3 a) bemflnna‘ sawed arilputated mpusked m 1pn‘a\.cl§';zcess|b!e\a517511: m Mama.» m pm Team Behaviors Commitment 0 Focus on mission values, goals, and expectations Cooperation - Share a sense of purpose Communication Contrlbutlon 0 Know that information must flow smoothly - Expect all members to share skills and abilities with the team Learning Objective 5 Discuss aspects of effective meeting management. Face-to-Face Meetings Advantages Disadvantages 0 Provide rich, nonverbal cues - Pose logistical issues of time, place, and . Are preferred when dealing with sensitive issues schedules . May be dominated by aggressive and high— - Are beneficial for rapport status members Electronic Meetings Advantages 0 Assist with geographically scattered groups 0 Speed up meeting follow-up activities 0 Place all participants on a more even level Disadvantages - Cannot replace faceto-face contact for some meetings 0 Can make consensus harder to reach 0 Are dependent upon keyboarding skills Suggestions for Effective Meetings - Limit meeting length and frequency - Make satisfactog arrangements 0 Distribute agenda in advance 0 Encourage garticigation - Maintainm 0 Manage conflict and seek consensus - Prepare thorough minutes