6-1

Communication

Chapter 6

6-2

Communication Process

SenderCredibility

Boomerang effect Important if issue is about objective facts

Attractiveness Physical, similar, high-status Important if issue is about subjective values or

preference

6-3

Communication Process

Receiver

Personality characteristics Intelligence influences wording Those with low self esteem are easier convinced

Jargon and miscommunication

Relationship to messages Range of acceptability

6-4

Communication Process

MessageVary in sophistication, emotion, aesthetics

Avoid jargon and one-sided messages

Rational arguments better with educated audience

Emotion and fear arousing messages are persuasive

6-5

Communication Process Communication Within Teams

Too brief of messages

Poor perspective taking

Positively distorted messages

Lack of full explanations

Clear communication in military Performance monitoring, feedback, closed-loop

communication, and backing-up behaviors

6-6

Flow of a Team’s Communications Communication Climates

Supportive Climate Open, inclusive, rewarding Messages are facts/opinions Focus on problem solving

Negative Climate Defensive behaviors Closed, alienating, blaming, discouraging, punishing

Climates develop in cycles

6-7

Flow of a Team’s Communications

Psychological SafetyEnvironment where people feel free to

express their thoughts and feelings

Interpersonal trust, mutual respect

Important when giving feedback

Leaders promote safety

6-8

Flow of a Team’s Communications

Processing Information Within the TeamFailure to combine unique knowledge

Biases hinder decision making

Solution: Leader should focus the team’s attention Problem solving approach Analyze alternatives Build trust

6-9

Building Trust Evolves from shared values, attitudes, and emotions

Based on social relationships

Requires being trusting and trustworthy Impacts on interpersonal communication,

cooperation, and teamwork Techniques to rebuild trust:

Emotional Intelligence Four Components

Self-awarenessEmpathyEmotional regulationRelationship management

Team emotional intelligence Enhances trust, cohesion, ability to work under

stressful situationsHigh EI teams have fewer and less intense

conflicts 6-10

Components of Team Emotional Intelligence

Insert Figure 6.1 (p. 109)

6-11

Emotional Intelligence

Improving Team Emotional IntelligenceTeam leaders model appropriate behaviorTeams can develop behavioral normsUse experiential group activities

6-12

Facilitating Team Meetings 5 main communication activities of the facilitator:

Maintain an open and collaborative climate Manage disruptive behaviors Manage differences Summarize important decisions Evaluate the group process

6-14

Communication Skills for Team Meetings

1. Ask Questions Open ended and follow up

2. Listen Actively Paraphrasing

3. Give Constructive Feedback Focus on future, specific behaviors, learning and problem solving

4. Manage Feelings Stay neutral Understand feelings rather than evaluating them Process feelings in the group

6-13

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6-17

Activity Continued