Chapter Seven:Chapter Seven:
Exploring Interpersonal CommunicationExploring Interpersonal Communication
H.L. GoodallH.L. Goodall
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Sandra GoodallSandra Goodall
Communicating in Communicating in ProfessionalProfessional Contexts ContextsCommunicating in Communicating in ProfessionalProfessional Contexts ContextsSkills, Ethics, and Technologies Skills, Ethics, and Technologies 2ed2ed
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Ch7: Exploring Interpersonal Communication
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Choosing: Strategies & Ethics for Choosing: Strategies & Ethics for Relational Development at WorkRelational Development at Work
First Impressions
Perception
Schemata
Person Prototypes
Personal Constructs
Scripts
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Ch7: Exploring Interpersonal Communication
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Guidelines for First EncountersGuidelines for First Encounters
Establish Eye Contact, Smile,
Firm Handshake
Speak Clearly, Avoid Nicknames
Listen Carefully to Person’s Name
Listen to What’s Being Said
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Ch7: Exploring Interpersonal Communication
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Guidelines for First Encounters Guidelines for First Encounters (cont’d)(cont’d)
Maintain Positive Attitude
Have Sense of Humor
Maintain Appropriate Distance
Exchange Business Cards
Leave When Conversation is Over
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Ch7: Exploring Interpersonal Communication
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Establishing Expectations Establishing Expectations and Boundariesand Boundaries
Peer Relationships
Information Peers
Collegial Peers
Social Peers
Cycle of Interpersonal CommunicationCycle of Interpersonal Communication
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Ch7: Exploring Interpersonal Communication
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Establishing Expectations Establishing Expectations and Boundariesand Boundaries
Organizational Relationships Limited by...
Rules
Policies
Cultures
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Ch7: Exploring Interpersonal Communication
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Behaving EthicallyBehaving Ethically
North American Organizational Values
Trust One Another
Treat Others with Respect
Recognize the Value of Each Individual
Keep Your Word
Tell the Truth
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Ch7: Exploring Interpersonal Communication
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Behaving Ethically Behaving Ethically (cont’d)(cont’d)
Act with Integrity
Be Open to Change
Risk Failing to Get Better
Learn; Try New Ideas
North American Organizational Values
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Do Face-to-Face Meetings Strengthen Work Relationships?http://mobileoffice.about.com/cs/telecommutingtips/i/virtuallife.htm
Do Face-to-Face Meetings Strengthen Work Relationships?http://mobileoffice.about.com/cs/telecommutingtips/i/virtuallife.htm
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Ch7: Exploring Interpersonal Communication
Copyright © 2006 Wadsworth
Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Equity: Principles of Everyday Exchange
People Work for Rewards
People Seek Equity
People become Stressed when Treated Unfairly
Stressed People Seek to Restore Equity
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Sources of Inequity in Workplace Relationships
Lying, Cheating, Stealing
Misrepresenting Self, Goals, Methods
Not Speaking Up for Wrongly Accused
Not Supporting Those who Support You
Not Offering to Pick up Lunch Check
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Self-Disclosure and Risk-Taking
SD and RT have Commodity Value
There is Expectation of Equal Exchange
Both can Be Risky in Business Relationships
RewardsRewards CostsCosts
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Monitoring Disclosure
Disclose only to Those You Trust
Stop and Think Before Disclosing
Never Disclose Information that Can
Be Used Against You
Never Disclose Reputation Damaging
Information
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Responding to Disclosure
Keep in Mind You are Not a Therapist
If Other Discloses Too Much, Stop Them
Self-Disclosure is Expected to Be Reciprocal
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Asking for and Giving Feedback
Own Your Message
Avoid Apologizing for Feelings
Make Message Specific and Behavioral
Verbal and Nonverbal Behavior Should
Complement Each Other
Avoid Evaluation and Interpretation
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Dialectics and Dialogue
Dialectics
Autonomy-Togetherness
Novelty-Predictability
Expressive-Protective
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Dialogue
Focus on Mutuality
Discover Rather than Disclose
Be More Interested in Access than Domination
Dialectics and Dialogue
Dialectics
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Typical Responses to Conflict
Withdrawing
Accommodating
Compromising
Avoiding or Postponing
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Ch7: Exploring Interpersonal Communication
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Creating: Messages that Creating: Messages that Reflect Self, Other, & ContextReflect Self, Other, & Context
Working Through Relational Conflict From Where does the Conflict Come? How is it Being Managed? How do Other People React to the Conflict? How Does it Affect Key Organizational
Functions? How Does it Manifest Systemically in Other
Organizational Practices?
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Ch7: Exploring Interpersonal Communication
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Coordinating: Making Relational Coordinating: Making Relational Communities WorkCommunities Work
Negotiation of Cultural Differences
Individualist Cultures
Collectivist Cultures
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Ch7: Exploring Interpersonal Communication
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Coordinating: Making Relational Coordinating: Making Relational Communities WorkCommunities Work
Negotiation of Gender Differences
Women use Rapport-Building Style
Men use Report-Making Style
Not all Women and Men Adhere to Stereotypes
Single Greatest Skill is Flexibility
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Ch7: Exploring Interpersonal Communication
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Delivering: Improving Delivering: Improving Relationships at WorkRelationships at Work Become More Conscious of
Own and Others’ Goals Recognized Communication
has Consequences Be Mindful of Workplace
Equity in Relationships Accept Responsibility for Own
Communication Be Open to Feedback
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Ch7: Exploring Interpersonal Communication
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Delivering: Improving Delivering: Improving Relationships at Work Relationships at Work (cont’d)(cont’d)
Accept Conflict as Natural
Treat Others with Respect and Honesty
Be Mindful of Cultural and Gender
Differences
Use Communication to Build Flexibility
and Freedom into Interactions
Be on Lookout for Ways to Improve