ELEVENTH EDITION

UnderstandingHuman Communication

Ronald B. Adler George RodmanBrooklyn College, City University of New YorkSanta Barbara City College

with Carrie Cropley HutchinsonSanta Barbara City College

NEW YORK I OXFORD

OXFORD UNIVERSITY PRESS

Preface xv

About the Authors xxi

Part One: Fundamentals of Human Communication

Chapter 1 Human Communication: What and Why 3

Chapter 2 The Changing World of Communication 29

Chapter 3 The Self, Perception, and Communication 59

Part Two: Communication Elements

Chapter 4 Language 97

Chapter 5 Listening 131

Chapter 6 Nonverbal Communication 165

Part Three: Interpersonal Communication

Chapter 7 Understanding Interpersonal Relationships 195

Chapter 8 Improving Interpersonal Relationships 235

Part Four: Communication in Groups

Chapter 9 Communicating in Groups 267

Chapter 10 Solving Problems in Groups 301

Part Five: Public Communication

Chapter 11 Preparing Speeches 327

Chapter 12 Organization and Support 353

Chapter 13 Informative Speaking 379

Chapter 14 Persuasive Speaking 403

Appendix: Communicating for Career Success A-1

Notes N-1

Glossary G-1

Credits C-1

Index 1-1

Also Available:Optional Chapters

Mediated CommunicationCommunication andService Learning

PREFACE xvABOUT THE AUTHORS xxi

PART ONE Fundamentals of Human CommunicationCHAPTER 1 Human Communication: What and Why 3

Communication Defined 4

Communication Is a Process 6Communication Is Symbolic 6

Types of Communication 7

Intrapersonal Communication 7Dyadic/Interpersonal Communication 7Small Group Communication 8Public Communication 8Mass Communication 8

Functions of Communication 9

Physical Needs 9Identity Needs 10

Social Needs 11Practical Needs 11

Modeling Communication 12A Linear Model 12A Transactional Model 13

Communication Competence: What Makes anEffective Communicator? 16

Communication Competence Defined 16Characteristics of Competent Communicators 18

Clarifying Misconceptions AboutCommunication 21

Communication Does Not Always Require CompleteUnderstanding 21

Communication Will Not Solve All Problems 22Communication Isn't Always a Good Thing 22Meanings Rest in People, Not Words 23Communication Is Not Simple 23More Communication Isn't Always Better 23

Summary 24 • Key Terms 25 • Case Study Questions 25Activities 26 • For Further Exploration 27 • Media Room 27

INVITATION TO INSIGHT The Many Meanings ofCommunication 5

UNDERSTANDING COMMUNICATION TECHNOLOGY SocialMedia Meet Communication Needs 10

UNDERSTANDING DIVERSITY Call Centers and Culture 19

@woRk When More Communication Isn't Better: DeclaringE-mail Bankruptcy 24

CHAPTER 2 The Changing World of Communication 29

Understanding Change 30Changing Technology 31Changing Discipline 32Changing Demographics 33

Communicating in a Diverse World 34Intercultural and Intergroup Communication 34Cultural Values and Norms 36Developing Intercultural Communication

Competence 39

Social Media in a Changing World 43Mediated Versus Face-to-Face Communication 45

Mediated Communication in Society 46

Communicating Competently with Social Media 48

Summary 54 • Key Terms 54 • Case Study Questions 54Activities 55 • For Further Exploration 55 • Media Room 56

@WORK Can You Be Too Connected? 46

INVITATION TO INSIGHT "Sexting" Surprise: Teens Face ChildPorn Charges 50

UNDERSTANDING COMMUNICATION TECHNOLOGY TheEtiquette of Internet "Stalking" 52

CHAPTER 3 The Self, Perception, and Communication 59

Communication and the Self 61Self-Concept Defined 61Communication and Development of the Self 62Culture and the Self-Concept 64The Self-Concept and Communication with

Others 65The Self-Fulfilling Prophecy and Communication 66

Perceiving Others 68Steps in the Perception Process 69Narratives, Perception, and Communication 71Common Perceptual Tendencies 72Perception in Mediated Communication 76Perception and Culture 76

Empathy, Perception, and Communication 78

Communication and Identity Management 81Public and Private Selves 81Characteristics of Identity Management 82Why Manage Identities? 86Identity Management in Mediated Communication 87Identity Management and Honesty 88

Summary 90 • Key Terms 90 • Case Study Questions 91Activities 91 • For Further Exploration 92 • Media Room 93

UNDERSTANDING DIVERSITY Managing Identity and ComingOut 84@WORK Identity Management in the Workplace 86

PART TWO Communication ElementsCHAPTER 4 Language 97

The Nature of Language 98Language Is Symbolic 99Meanings Are in People, Not Words 99Language Is Rule Governed 100

The Power of Language 102Language Shapes Attitudes 102Language Reflects Attitudes 106

Troublesome Language 109The Language of Misunderstandings 110Disruptive Language 114Evasive Language 116

Gender and Language 118

Content 118Reasons for Communicating 118Conversational Style 119Nongender Variables 120

Culture and Language 122Verbal Communication Styles 122Language and Worldview 124

Summary 126 • Key Terms 126 • Case Study Questions 127Activities 127 • For Further Exploration 128 • Media Room 129

INVITATION TO INSIGHT What the *@#$!? 102@WORK What's in a Name? 103UNDERSTANDING DIVERSITY Lost in Translation 122

CHAPTER 5 Listening 131

Misconceptions About Listening 133Listening and Hearing Are Not the Same Thing 133Listening Is Not a Natural Process 135All Listeners Do Not Receive the Same Message 135

Overcoming Challenges to EffectiveListening 135

Mindful Listening Requires Effort 136Faulty Listening Behaviors 136Reasons for Poor Listening 137

Personal Listening Styles 141Content-Oriented 141

People-Oriented 142Action-Oriented 142Time-Oriented 142

Informational Listening 143Don't Argue or Judge Prematurely 143Separate the Message from the Speaker 144Search for Value 144Look for Key Ideas 145Ask Questions 145Paraphrase 146Take Notes 148

CONTENTS

Critical Listening 148

Listen for Information Before Evaluating 149

Evaluate the Speaker's Credibility 149

Examine the Speaker's Evidence and Reasoning 149

Examine Emotional Appeals 150

Listening as Social Support 150

Social Support and Mediated Communication 151

Gender and Social Support 151

Types of Supportive Responses 152

When and How to Help 158

Summary 160 • Key Terms 160 • Case Study Questions 161Activities 161 • For Further Exploration 163 • Media Room 163

@WORK Multitasking: A Recipe for Inattention 137

INVITATION TO INSIGHT What Good Is Free Speech if No OneListens? 141

UNDERSTANDING DIVERSITY Council: Reviving the Art ofListening 143

CHAPTER 6 Nonverbal Communication 165

Characteristics of NonverbalCommunication 167

Nonverbal Behavior Has Communicative Value 167

Nonverbal Communication Is Primarily Relational 168

Nonverbal Communication Is Ambiguous 169

Nonverbal Communication Is Differentfrom Verbal Communication 170

Nonverbal Skills Are Important 170

Influences on Nonverbal Communication 170

Culture 170

Gender 172

Functions of Nonverbal Communication 173

Repeating 174

Substituting 174

Complementing 175

Accenting 175

Regulating 175

Contradicting 175

Deceiving 176

Types of Nonverbal Communication 177

Body Movements 177

Voice 179

Appearance 180

Touch 182

Space 183

Environment 185

Time 186

Summary 187 • Key Terms 188 • Case Study Questions 188Activities 188 • For Further Exploration 190 • Media Room 191

UNDERSTANDING DIVERSITY Nonverbal LearningDisorder 172

UNDERSTANDING COMMUNICATIONTECHNOLOGY Expressiveness in Online Communication 174

@WORK Touch and Career Success 183

UNDERSTANDING DIVERSITY Doing Business AcrossCultures 186

PART THREE Interpersonal CommunicationCHAPTER 7 Understanding Interpersonal Relationships 195

Why We Form Relationships 197

Appearance 197

Similarity 197

Com"plementarity 197

Reciprocal Attraction 198

Competence 198

Disclosure 198

Proximity 199

Rewards 199

Characteristics of InterpersonalCommunication 200

What Makes Communication Interpersonal? 200

Interpersonal Communication in MediatedRelationships 200

Content and Relational Messages 202Metacommunication 203

Communication over the Relational LifeSpan 204

A Developmental Perspective 204A Dialectical Perspective 209

Intimacy in Interpersonal Relationships 212Dimensions of Intimacy 212Male and Female Intimacy Styles 213Cultural Influences on Intimacy 215

Self-Disclosure in InterpersonalRelationships 215

Models of Self-Disclosure 216Characteristics of Effective Self-Disclosure 219Guidelines for Appropriate Self-Disclosure 221Alternatives to Self-Disclosure 223

Summary 229 • Key Terms 229 • Case Study Questions 230Activities 230 • For Further Exploration 232 • Media Room 233

UNDERSTANDING COMMUNICATION TECHNOLOGY To Enda Romance, Just Press "Send": Instant Messaging Altering theWay We Love 208INVITATION TO INSIGHT Is It Ever Right to Lie? 224@WORK Social Capital: Personal Relationships and CareerAdvancement 227

CHAPTER 8 Improving InterpersonaL ReLationships 235

Communication Climates in InterpersonalRelationships 236

Confirming and Disconfirming Messages 237How Communication Climates Develop 239Creating Positive Communication Climates 240

Managing Interpersonal Conflict 243The Nature of Conflict 244Styles of Expressing Conflict 245Characteristics of an Assertive Message 248Gender and Conflict Style 250Conflict in Mediated Communication 252

Cultural Influences on Conflict 252Methods for Conflict Resolution 254Steps in Win-Win Problem Solving 256

Summary 260 • Key Terms 260 • Case Study Questions 261Activities 261 • For Further Exploration 262 • Media Room 263

UNDERSTANDING COMMUNICATION TECHNOLOGY CanYou Hear Me Now? 238INVITATION TO INSIGHT A Comparison of Dialogue andDebate 243@WORK Dealing with Sexual Harassment 247

PART FOUR Communication in GroupsCHAPTER 9 Communicating in Groups 267

The Nature of Groups 269What Is a Group? 269Virtual and Face-to-Face Groups 271

Goals of Groups and Their Members 271Individual Goals 272Group Goals 272

Characteristics of Groups 274Rules and Norms 274Roles 276Patterns of Interaction 280Decision-Making Methods 282

Cultural Influences on GroupCommunication 284

Individualism Versus Collectivism 285

Power Distance 285Uncertainty Avoidance 286Task Versus Social Orientation 287Short- Versus Long-Term Orientation 287

Leadership and Power in Groups 288Power in Groups 288What Makes Leaders Effective? 290

Summary 296 • Key Terms 296 • Case Study Questions 297Activities 298 • For Further Exploration 299 • Media Room 299

INVITATION TO INSIGHT The Power of Small Groups 269@WORK What Makes a Group a Team? 273UNDERSTANDING DIVERSITY Baseball in Japan and theUSA 284

CONTENTS

CHAPTER 10 SoLving ProbLems in Groups 301

Problem Solving in Groups: When and Why 302

Advantages of Group Problem Solving 303

When to Use Groups for Problem Solving 304

Group Problem-Solving Strategies andFormats 305

Problem-Solving Formats 305

Solving Problems in Virtual Groups 307

Approaches and Stages in Problem Solving 308

A Structured Problem-Solving Approach 308

Developmental Stages in Problem-SolvingGroups 314

Maintaining Positive Relationships 315

Basic Skills 315

Building Cohesiveness 315

Overcoming Dangers in Group Discussion 318

Information Underload and Overload 318

Unequal Participation 318

Pressure to Conform 320

Summary 321 • Key Terms 322 • Case Study Questions 322Activities 322 • For Further Exploration 323 • Media Room 323

INVITATION TO INSIGHT Once Upon a September Day 303

@WORK Setting Up a Virtual Group 307

PART FIVE Public CommunicationCHAPTER 11 Preparing Speeches 327

Getting Started 328

Choosing Your Topic 329

Defining Your Purpose 329

Writing a Purpose Statement 329

Stating Your Thesis 330

Analyzing the Speaking Situation 330

The Listener: Audience Analysis 330

The Occasion 334

Gathering Information 335

Web Research 336

Library Research 336

Interviewing 337

Survey Research 338

Managing Communication Apprehension 338

Facilitative and Debilitative CommunicationApprehension 338

Sources of Debilitative CommunicationApprehension 339

Overcoming Debilitative CommunicationApprehension 340

Choosing a Type of Delivery 341

Extemporaneous 341

Impromptu 341

Manuscript 341

Memorized 341

Practicing the Speech 342

Guidelines for Delivery 342

Visual Aspects of Delivery 342

Auditory Aspects of Delivery 344

Sample Speech 346

Summary 348 • Key Terms 349 • Case Study Questions 349Activities 350 • For Further Exploration 351 • Media Room 351

@WORK Sample Analysis of a Speaking Situation 335

UNDERSTANDING DIVERSITY A Compendium of AmericanDialects 345

CHAPTER 12 Organization and Support 353

Structuring Your Speech 354

Your Working Outline 355

Your Formal Outline 355

Your Speaking Notes 355

Principles of Outlining 355

Standard Symbols 356

Standard Format 358

The Rule of Division 358

The Rule of Parallel Wording 358

Organizing Your Outline into a LogicalPattern 359

Time Patterns 359

Space Patterns 359

Topic Patterns 360

Problem-Solution Patterns 361

Cause-Effect Patterns 361

Using Transitions 362

Beginning and Ending the Speech 362

The Introduction 362

The Conclusion 365

Supporting Material 367

Functions of Supporting Material 367

Types of Supporting Material 368

Styles of Support: Narration and Citation 371

CONTENTS

Sample Speech 372

Introduction 373

Body 373

Conclusion 374

Summary 375 • Key Terms 375 • Case Study Questions 376Activities 376 • For Further Exploration 376 • Media Room 377

UNDERSTANDING DIVERSITY Nontraditional Patterns ofOrganization 360

@WORK Organizing Business Presentations 366

UNDERSTANDING COMMUNICATIONTECHNOLOGY Plagiarism in a Digital Age 371

CHAPTER 13 Informative Speaking 379

Types of Informative Speaking 381

By Content 381

By Purpose 381

Informative Versus Persuasive Topics 382

An Informative Topic Tends to BeNoncontroversial 382

The Informative Speaker Does Not Intend to ChangeAudience Attitudes 383

Techniques of Informative Speaking 383

Create Information Hunger 383

Make It Easy to Listen 384

Use Clear, Simple Language 384

Define a Specific Informative Purpose 385

Use a Clear Organization and Structure 386

Use Supporting Material Effectively 387

Emphasize Important Points 387

Generate Audience Involvement 388

Using Visual Aids 390

Types of Visual Aids 390

Media for the Presentation of Visual Aids 392

Rules for Using Visual Aids 393

Using PowerPoint 393

Sample Speech 395

Summary 399 • Key Terms 400 • Case Study Questions 400Activities 400 • For Further Exploration 401 • Media Room 401

UNDERSTANDING DIVERSITY How Culture AffectsInformation 382

@WORK The Pros and Cons of PowerPoint 394

CHAPTER 14 Persuasive Speaking 403

Characteristics of Persuasion 404

Persuasion Is Not Coercive 404

Persuasion Is Usually Incremental 405

Persuasion Is Interactive 406

Persuasion Can Be Ethical 406

Categorizing Types of Persuasion 408

By Types of Proposition 408

By Desired Outcome 409

By Directness of Approach 410

Creating the Persuasive Message 411

Set a Clear, Persuasive Purpose 411

Structure the Message Carefully 412

Use Solid Evidence 414

Avoid Fallacies 415

Adapting to the Audience 417

Establish Common Ground 418

Organize According to the Expected Response 418

Neutralize Potential Hostility 418

Building Credibility as a Speaker 419

Competence 420

Character 420

Charisma 420

Sample Speech 421

Summary 425 • Key Terms 426 • Case Study Questions 426Activities 426 • For Further Exploration 428 • Media Room 428

UNDERSTANDING DIVERSITY Cultural Differences inPersuasion 41 7

@WORK Persuasion Skills in the World of Sales 421

CONTENTS

APPENDIX Communicating for Career Success A-1

Employment Strategies A-2

The Selection Interview A-7

Communicating for Career Advancement A-17

Summary A-21 • Key Terms A-21

NOTES N-1

GLOSSARY G-1

CREDITS C-1INDEX 1-1

ALSO AVAILABLE: OPTIONAL CHAPTERS

Mediated Communication

Types of Mediated CommunicationMass CommunicationMediated Interpersonal CommunicationConverging Communication Media

Theories of Media EffectsFlow TheoriesSocial Learning TheoryIndividual DifferencesCultivation TheoryAgenda SettingCumulative Effects Theory

Communication and Service Learning

Service Learning: What and Why

Elements of Service LearningConnection to a Field of StudyShared ControlCollaborationReciprocityReflection

Benefits and Risks of Service LearningBenefits of Service LearningRisks of Service LearningManaging Risks

Manifestation of Effects

Cultural StudiesGender AnalysisPolitical Economic Analysis

How We Use the MediaMedia Consumers as Active AgentsTypes of Uses and Gratifications

Different Theories, Different Observations

Communication Strategies for SuccessfulService Learning

Communication Behaviors to AvoidCommunication Behaviors to Practice

Finding and Creating Service LearningOpportunities

Finding OpportunitiesCreating Opportunities