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© 2012 John Wiley & Sons, Inc. All rights reserved.
Chapter EighteenPsychology at Work in the Global Economy
© 2012 John Wiley & Sons, Inc. All rights reserved.
COMMUNICATION
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
Interdependent process of sending, receiving, and understanding messages
What are examples of communication?
Why do we communicate?
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
Key Elements in the Communication Process• Senders• Receivers• Message—personal, impersonal• Encoding—put ideas into meaningful symbols• Decoding—interpretation• Channels—sensory, environmental; three directions of flow;
formal, informal• Noise—internal, external• Context—physical setting, relationship issues, psychological
climate
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Nonverbal Communication
Process of sending and receiving messages through means other than words
Includes many things, such as: • Eye contact• Clothing• Physical appearance• Facial expressions• Kinesics• Proxemics• Paralanguage
© 2012 John Wiley & Sons, Inc. All rights reserved.
Nonverbal Communication
Kinesics A form of nonverbal communication using gestures and body language; some culture specific, some universal
© 2012 John Wiley & Sons, Inc. All rights reserved.
Nonverbal Communication
ProxemicsA form of nonverbal communication involving
physical and personal space
© 2012 John Wiley & Sons, Inc. All rights reserved.
Nonverbal Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Nonverbal Communication
ParalanguageForm of nonverbal communication that includes
the pace, pitch, and volume at which words are spoken, and the tone of voice and inflections used by the speaker
© 2012 John Wiley & Sons, Inc. All rights reserved.
Communication Blocks
© 2012 John Wiley & Sons, Inc. All rights reserved.
Promoting Good Communication
Audience AnalysisKnow your audienceMust be ready, willing, and able to listenActive and Empathic ListeningRequires full attention and taking another’s
point of viewEffective FeedbackKnow if message was received and understood
© 2012 John Wiley & Sons, Inc. All rights reserved.
Tips for Effective Feedback
• Be constructive, not destructive• Emphasize specific, changeable behaviors• Focus on current behavior, not the past• Avoid the four dirty words—should, ought,
always, never• Consider “set and setting”
© 2012 John Wiley & Sons, Inc. All rights reserved.
PERSUASION
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Persuasion
Communication intended to change attitudes
© 2012 John Wiley & Sons, Inc. All rights reserved.
Elements of Persuasion
© 2012 John Wiley & Sons, Inc. All rights reserved.
Elements of Persuasion
Who/The SourceTrustworthiness, credibility, attractiveness, fast
talkWhat/The MessageTwo-sided arguments, emotional appeals,
logic/reasonWhom/The AudienceAudience analysis
ANIMATIONClassical
Conditioning Tutorial
© 2012 John Wiley & Sons, Inc. All rights reserved.
Elements of Persuasion
How/The ChannelRepeated Exposure—increased familiarityClassical Conditioning—pair with pleasant
stimuliFoot-in-the-Door Technique—a first, small
request is used as a setup for a later, larger request
WILEY VIDEOLearning
from Babies
© 2012 John Wiley & Sons, Inc. All rights reserved.
Elements of Persuasion
How/The ChannelDoor-in-the-Face Technique—beginning with a very
large, intrusive request followed by a smaller requestLowball Technique—getting someone to commit to an
attractive proposal before revealing the hidden costsBait-and-Switch Technique—offering an attractive
proposal, then making it unavailable or unappealing and offering a more costly alternative
© 2012 John Wiley & Sons, Inc. All rights reserved.
Routes of Persuasion
Central RouteMethod of persuasion in which
a highly involved, motivated, and attentive audience is convinced on the basis of logic and careful analysis of the arguments
Need for Cognition—personality trait reflecting the extent to which people engage in and enjoy effortful cognitive activities
Peripheral RouteMethod of persuasion in which
an uninvolved, unmotivated, and inattentive audience is convinced on the basis of irrelevant or extraneous factors
© 2012 John Wiley & Sons, Inc. All rights reserved.
Routes of Persuasion
© 2012 John Wiley & Sons, Inc. All rights reserved.
CONFLICT
© 2012 John Wiley & Sons, Inc. All rights reserved.
Conflict
Forced choice between two or more incompatible goals or impulses
Can be dysfunctional or functional
© 2012 John Wiley & Sons, Inc. All rights reserved.
Conflict
Intrapersonal• Approach-approach• Approach-avoidance• Avoidance-avoidance
Interpersonal• Substantive conflict—
disagreement between individuals or organizations over the goals to be pursued or the means for their accomplishment
• Emotional conflict—difficulties between individuals or organizations that arise over feelings of anger, mistrust, dislike, fear, and the like
© 2012 John Wiley & Sons, Inc. All rights reserved.
Sources of Conflict
© 2012 John Wiley & Sons, Inc. All rights reserved.
Conflict Resolution
Possible ApproachesAvoidanceAccommodation—focus on
agreement, downplay conflictCompromise Authoritative command—
outside authority imposes a solution
Collaboration—problem solving
© 2012 John Wiley & Sons, Inc. All rights reserved.
Gender and Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Gender and Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Culture and Communication
Differing expectations and norms
Tips for success in dealing with cultural clashes:• Examine our thought processes• Adjust our behavior to match the other
culture• Recognize that culture clashes are emotionally
stressful
© 2012 John Wiley & Sons, Inc. All rights reserved.
Culture and Communication
© 2012 John Wiley & Sons, Inc. All rights reserved.
Strength of Behaviors
PassiveFailing to stand up for your rights even when you
are fully justified in doing soAggressiveStanding up for your rights, disregarding
potential harm to othersAssertiveStanding up for your rights without infringing on
those of others
How to Say “No”
• Be assertive nonverbally• Use strong verbal skills• Be strong• Just say no
© 2012 John Wiley & Sons, Inc. All rights reserved.