BUSN 20017 – Effective Business Communications Communication: Understanding the Process The Purpose • Understand the development of definitions of communication • Identify the main purposes of communication • Differentiate between the theories and models of communication • Understand the different types of communication contexts • Explore the relationship between verbal and nonverbal communication. • Recognise the role of different types of nonverbal communication. • Discuss the components of the listening process. • Appreciate the different reasons for listening. • Be able to engage in active listening. Communication: What Could go Wrong? https://www.youtube.com/watch?v=3FfaPhCKZew Defining Communication—Building a Definition (Littlejohn and Foss, 2008). Forms of communication Verbal (spoken or written words) Non-verbal communication (oral, written, graphics = ideas/relationships e.g. No Smoking signs) Types of communication Intrapersonal – thinking and feeling Interpersonal – between 2 people Public communication – from one source to a number of receivers – in-class presentation Mass communication – to the public - TV news • Level of observation • Intentionality • Normative judgment The Meaning of Communication Communication is any behaviour—verbal, nonverbal or graphic—that is perceived by another. Discuss this definition in terms of level of observation, intentionality and normative judgment. Communication • Communication is the negotiation of meanings by means of verbal or non-verbal messages Purpose of Communication • Identity goals • Social goals • Instrumental goals Business Communication • General Purpose—What do you want to achieve with your message? – To inform – To persuade – To entertain • Specific Purpose—what do you want your audience to do having received your message? – I would like inform my audience about….. – I would like to persuade my audience to….. – I would like to entertain my audience by….. Models of Communication Models of Communication Models of Communication Communication: Types of Models, Principles & Misconceptions Patricia Jenkinson https://www.youtube.com/watch?v=kkwAJmnS0Oo &ebc=ANyPxKopp_Z1mVBPTMbXwLFDFWOCMT HMhMoUfHxqSXb5PFYqe8un0MEUnK5fmoCfBU PMfeobgBO4rhNNnDXHggerRh0Du59zhQ Communication Levels • Intrapersonal • Interpersonal • Inter/Intra/Public organisational • Intercultural/cross cultural Being a Professional Person What are the qualities of a professional person? What obligations do professionals in your field have to their profession, their employers, their colleagues, their clients and society as a whole? How do professionals in your field communicate? Ethical Communication (Archee,2015) • Clear • Honest • Democratic • Respectful • Logical Non-Verbal Communication Defined • Non-verbal communication is the ―sharing of meaning between two or more parties without recourse to words‖ (Archee et al, 2013, p. 60) Mr. Bean This video illustrates how much information can be derived from non-verbal communication. https://www.youtube.com/watch?v=VW1tjCI4w7E The Relationship Between Verbal and Non-Verbal Communication (Ekman and Frieson (1969) • Repeating • Substituting • Complementing • Accenting • Regulating The Differences between Verbal and Non-Verbal Communication • Single versus multiple channel • Discrete versus continuous information • Conscious versus unconscious thought processes • Clarity versus ambiguity Proxemics (Hall, 1963; 1966) Distances Proxemics (see the work of Burgoon and Colleagues) • Non-verbal expectancy violation theory – Please watch the following YouTube clips about nonverbal expectancy violation theory Part 1: https://www.youtube.com/watch?v=Pc38aW0Rcco Part 2: https://www.youtube.com/watch?v=oHDsyLz7Xww Kinesics (Birdwhistell, 1952; 1970) Paralanguage (Trager, 1960, 1961) Non-verbal Messages (Adler and Towne, 2017). • Individual identity • Social relationships • Emotional predispositions Listening Defined • Listening is the ―voluntary act involving our higher mental processes to make meaning from sound and refers to the complex psychological procedure involving interpreting and understanding the significance of the sensory experience‖ (Archee at al., 2013, p. 190). The Listening Process • Receiving • Attending • Interpreting • Evaluating • Responding • Remembering Reasons For Listening (Adler and Towne, 20017). • Listening for information • Listening to evaluate • Listening to help • Listening to entertain Barriers to Listening Active Listening (Bolton, 1979) • Attending skills—focusing upon the other person • Following skills--Keeping the conversation going • Reflecting skills—Understanding what has been said Attending Skills • Posture • Body motion • Eye contact • No adaptors Following Skills • Door openers • Minimal encouragers • Questions • Silence Reflecting Skills • Paraphrase response • Reflected feeling response • Reflected meaning response • Summative response Everybody Loves Raymond—Active Listening https://www.youtube.com/watch?v=4VOubVB4CTU&ebc=ANyPxKrGAOf3C3uMG VS-7e6Dq9t42LRfdPABcfOOCcQsH2t1g6wT5chb0BdrclPB7n-6pVGnztE8Ml1s-BRhZVmpfng9OkIgQ Communication Competence (Spitzberg and Cupach, 1984) • Involves both knowledge and performance. • Is situational, appropriate for socio-cultural settings • Can be improved by: – accepting communication challenges. – being willing to reflect on your communication performances. – asking others for feedback on your communication abilities. Communication Competence Think of a person who you would characterise as ‗incompetent‘? Without using names, what does this person do that makes you think this? Think of a person who you would characterise as ‗competent‘. Get intro small groups and generate a list of competent and incompetent communication. Communication Competence Please visit these websites, print and fill out the measures. Be prepared to discuss you scores in terms of do you feel these measures have captured your interpersonal communication competence? If not why? What areas of communication do you feel you are competent/less competent? • http://www.austincc.edu/colangelo/1318/interpersonalc ommunicationcompetence.htm • http://www.austincc.edu/colangelo/1318/interpersonalc ommunicationcompetence.htm In Review • Course modules • Assessment items • Communication • Purposes of communication • Theories and models of communication • Types of communication • The relationship between verbal and nonverbal communication. • The role of different types of nonverbal communication. • The listening process. • The reasons for listening. • Active listening. References and Bibliography Adler, R. B., &Towne, R. F. (2017). Looking in Looking out. (15th ed.). Boston, MA: Cengage Learning. R, Archee, Gurney, M., Mohan, T. (2015). Communicating as professionals. South Melbourne: Victoria Cengage Learning Australia. Birdwhistell, R. L. (1952). Introduction to Kinesics: An Annotation System for Analysis of Body Motion and Gesture. Washington, DC: Department of State, Foreign Service Institute. Birdwhistell, R. (1970). Kinesics and Context. University of Pennsylvania Press, Philadelphia. Bolton, R. (1979). People Skills: How to Assert Yourself, Listen to Others, and Resolve Conflicts. NY: Simon & Schuster. Burgoon, J.K. and Hale, J.L. (1988). Nonverbal expectancy violations: Model elaboration and application to immediacy behaviors. Communication Monographs. 55, 58–79. Burgoon, J.K. and Jones, S.B. (1976). Toward a theory of personal space expectations and their violations. Human Communication Research, 2 (2): 131–146. Burgoon, J. K. (1978). A communication model of personal space violations: Explication and an initial test. Human Communication Research, 4 (2): 130–131. Burgoon, J. K. (1992). Applying a comparative approach to nonverbal expectancy violations theory. Sage. pp. 53–69. In J. Blumler, K. E. Rosengren, & J. M. McLeod (Eds.), Comparatively speaking: Communication and culture across space and time (pp. 53–69). Newbury Park, CA: Sage. Guerrero, L.K.,& Bachman, G.F. (2008). "Relational quality and relationships: An expectancy violations analysis. . Journal of Social and Personal Relationships, 23 (6): 943–963. Burgoon, J.K. (1983). Nonverbal violations of expectations. In J.M. Wiemann & R.R. Harrison. Nonverbal Interaction. Beverly Hills, CA: Sage. pp. 11–77. References and Bibliography Inch, E., & Warnick, B. (1998). Critical thinking and communication: The use of reason in argument. (3rd ed), Needham HeightsM.A., Allyn and Bacon. Jones, S. E. & Curtis D. LeBaron, D. D. (2001). Research on the relationship between verbal and nonverbal communication: emerging integrations. Journal of Communication, 499-521. Ekman, P., & Friesen, W. V. (1969). The repertoire of nonverbal behavior: Categories, origins, usage, and coding. Semiotica, 1, 49–98. Littlejohn, S.W., & Foss, K. A. (2008 ). Theories of Human Communication. (9th ed.). Belmont: CA: Thompson Wadworth. Spitzburg, B., and Cupach, W. R. (1984). Interpersonal communication competence. SAGE Publications, Incorporated. Trager, G. L. (1960). Taos III: Paralanguage. Anthropological Linguistics, 2, 24-30. Trager, G. L. (1961). The typology of paralanguage. Anthropological Linguistics, 3 (1), 17–21.