Module 1 Communications

Explain "I" statements and why they are more effective

"I statements" are messages that claim ownership of one's feelings. They are more effective than "you messages" because they do not blame the other person, which could lead to defensiveness in communication. They focus on the issue instead. When we focus on what the other person did to hurt/upset us, it often backfires. The other person may attack back or shut down, which ultimately prevents effective communication from taking place and achieving resolution. It is important to remember that language has impact, and upsetting or spiteful statements can cause major damage. Especially in heated or emotional exchanges, focusing one's words carefully without hurting the other person is a valuable skill. "I" statements is a helpful exercise to gain proficiency with this process. It may sound cumbersome at first, but it gets better with practice!

List and explain the three parts of a perception checking message.

1. A description of the behavior you are talking about 2. Some possible reasons for the behavior 3. A question for clarification or more information.

Intercultural communication barriers

1. Anxiety (feeling stressed and unsure when facing a different culture; this may lead us to avoid intercultural communication entirely) 2. Assuming similarity (not recognizing that cultures are unique and may have different beliefs and behaviors than our own) 3. 3. Stereotypes/Prejudice (having preconceived notions and generalizations about other cultures - these can be very offensive) 3. Ethnocentrism (believing our culture is superior/at the "center") 5. Nonverbal misinterpretations (inadvertently using nonverbal messages that mean something else in another culture, possibly causing major miscommunication) 6. Language (inability to communicate due do linguistic differences)

List and explain communication universals

1. Communication is inevitable: we can not avoid communicating. Even if we think we are not communicating, we are sending a message (such as silence). 2. Communication has content and relationship dimensions: all interactions include both what is being said, and who is saying it. You might say the same words to your boss and to your friend in two different communication styles because your relationship is different with each of them. 3.Communication is irreversible: once we say it, we can't take it back. 4. Communication is unrepeatable: we can never duplicate an interaction. Something will always be different (such as context, noise, etc.) 5. Communication is cultural: every culture has different communication rules, styles, approaches, and expectations.

Identify the elements in the communication model

1. Communicator is the person engaging in the interaction. A communicator is both a "sender" and a "receiver" of messages at the same time, since one sends messages while observing the reaction of the other person (thus listening to their verbal and/or nonverbal cues). 2. Message is the content of the interaction/what is being shared 3. Feedback is the verbal and nonverbal response that communicators give each other during an interaction. For example, you start telling your friend a story and she nods at you while you speak to show she is listening. 4.Medium (also known as the channel) is the way a message is sent (such as phone, face to face, email, etc.). 5.Noise is any type of interference. It includes physical noise (such as a loud sound); psychological noise (personal thoughts that prevent the listener from focusing on the speaker); physiological noise (such as an ear infection); and semantic noise (the speaker and listener have different interpretations of the message, which could make it difficult for the listener to understand). 6.Context is the place or environment where the interaction occurs. It could be the physical context (a classroom); or the larger social/cultural/historical context (country, time in history, etc.).

Identify the common pitfalls that prevent powerful language use

1. Hedges: expressions such as "kind of", "I guess", etc. convey inability to make a decision or take a stand. 2. Hesitations: expressions such as "uh", "uhm", etc. dilute the impact of your message by creating unnecessary vocalized pauses. 3. Tag questions: expressions such as "don't you think", "don't you agree", etc. stated at the end of a sentence convey lack of confidence in what you just said. 4. Disclaimers: statements such as "you are not going to believe this", "you might think I am crazy, but...", etc. stated at the beginning of a sentence set the wrong tone as they weaken the power of your message, and possibly create defensiveness in your listener(s).

Explain the many levels of communication

1. Intrapersonal communication is communication "within" (from the Latin "intra") internal dialogue (conversations in your head) 2.Interpersonal communication is communication "between" (from the Latin "inter") such as talking to a friend. It usually occurs between two people and is sometimes referred to as dyadic communication. 3. Small group - a small group of people who have to communicate like a team. 4. Public speaking - communication while delivering a message to an audience of 15 or more people. 5. Mass communication is something that reaches thousands or hundreds of thousands of people for example television broadcast

Explain the nature of language

1. Language is symbolic: We use words to represent a specific object, idea, event. Societies agree upon that symbol in order to facilitate communication without requiring additional, excessive explanation. For example, when we ask our room mate to close the "window", we don't have to elaborate beyond that word (such as "close the square glass enclosure inside the wall with a curtain over it..."). 2. Language is based on rules: Grammar and context provide structure, so when we put together sentences, we follow specific guidelines. For example, in the English language we put the adjective before the noun ("beautiful house"), but in other languages such as Italian, the adjective tends to follow the noun ("casa bella" or "house beautiful"). Therefore, different languages have different rules. 3. Language is subjective: Meaning is in people, not words, so it may change from person to person; word meanings may change as societies change; words are used in a specific context and their meaning is impacted by the relationship between participants; since people give meaning to words, they can be misunderstood.

List and explain the different ways that High Context and Low Context cultures use language

1. Low Context/Individualistic (such as the United States) Language is direct, with focus on word clarity Communicators state opinions openly Self-expression valued Verbal openness and speech clarity praised 2. High Context/Collectivistic (such as Japan) Language is indirect, with focus on context Communicators express opinions indirectly Relational harmony valued Verbal ambiguity and silence praised

Explain how to communicate in an ethical way

1. Provide empathy: try to see it from the other person's perspective. 2. Be honest: avoid deception in order to foster authentic relationships. Respect other people's opinions: even if you disagree, everyone is entitled to share their viewpoint. 3. Embrace diversity: recognize that everyone has a unique culture, perspective, experience. 4. Promote a supportive atmosphere: show concern, listen actively, and offer thoughtful feedback. 5. Use appropriate netiquette with online communication: be thoughtful and avoid saying things you wouldn't feel comfortable saying face-to-face.

List and explain the factors that affect each of the steps in the perception process

1. The collection of information is affected by the limitations of our senses. Environmental issues external noise for example. The current state of mind internal state or mood. The fact that you pay more attention to certain details and not others. 2. Attaching meaning is affected by Cultural norms, expectations of the situation, and your personality. 3. Your interpretation is affected by the Halo effect which is a piece of information that leads to an overall negative or positive interpretation about the whole person or situation. Stereotyping is another aspect that can affect your interpretation. And self-fulfilling prophecy so thinking something will happen therefore causing it to happen by your actions.

Ways to challenge intercultural communication barriers

1. Willingness to communicate - it starts with a desire to engage with another culture! 2. Tolerance for ambiguity - recognizing that we may not always know what to expect. It is a learning process for everyone involved. 3. Awareness - monitor our verbal and nonverbal communication choices and those of the other culture and accommodate accordingly. 4. Flexibility - make communication adjustments as needed; adapt. 5. Gain knowledge /experience - learn about the other culture; reduce uncertainty/anxiety by observing and asking questions/ practice effective intercultural communication skills whenever possible! 6.Respect for differences - recognize that we do not always share the same values/beliefs/attitudes/behaviors, and that is ok as long as we respect these differences. A non-judgmental, open approach is crucial. 7. Strive for cultural sensitivity and empathy - take the cultural sensitivity tests to assess your current intercultural competence and skill.

Explain the purpose of a perception checking message

A communication tool to be used in situations where it is important for you to be accurate in your perceptions The purpose of the message is to help you understand what is actually going on and to adjust your perceptions if needed.

Define linguistic relativism

A culture's worldview is shaped and reflected by its language. Cultures have specific words for their unique social contexts and belief systems. This can lead to communication barriers as many words do not have an English equivalent. In such cases, it is important to perception check!

Ways in which we experience intercultural communication

At work At school When pursuing a hobby When traveling In relationships When communicating online When moving to a different city, state or country ...the list goes on and on!

List some ways to speak effectively

Be Clear Be Accurate Be Appropriate Be Inclusive Be Ethical

Describe the nature of nonverbal communication

Can be deliberate (we choose to do it, such as hugging a friend) or unintentional (we are not aware we are doing it, such as fidgeting while speaking). Is culturally bound - nonverbal meanings vary across cultures. For example, crossing one's fingers in the US signifies good luck, but in China, it is the symbol for the number ten. Is more believable than verbal communication when the two contradict. Can be ambiguous - we may not know for sure what the other person means with their nonverbal message. For instance, silence can represent anger, pause to think, confusion or fear. Is continuous: even when we stop communicating verbally, when in someone else's presence, we are always communicating nonverbally...even without realizing it.

List ways to enhance your communication competence

Can be enhanced over time through knowledge and practice.

Define communication

Communication is a process by which people share meaning through symbolic messages such as language, rituals, etc. This process can occur verbally (with words, such as a conversation) and/or nonverbally (without words, such as a handshake).

Define and explain communication competence

Competence means being an effective communicator regardless of the setting.

Denotative vs. connotative meanings

Denotative is the dictionary definition; as such, it is merely descriptive. For example, if you had to define "cat", you might say, "four legged feline". Connotative is the emotional association we place on a word. If you stop a minute and think about the word "cat", depending on your own experience and perspective, different images and feelings may come up. Perhaps it's your furry friend at home; perhaps you dislike cats, and prefer dogs; perhaps you think of a Halloween costume; perhaps you are indifferent altogethe

List and define nonverbal channels

Emblems: gestures that are symbolic, such as the ok sign. Illustrators: gestures that help explain something, like opening our arms to describe a large building. Affect Displays: gestures that convey emotions, such as covering your mouth in shock. Regulators: gestures that help conversation, such as putting your hand in a stretched out position to ask your friend to stop sharing a story you don't want to hear. Adaptors: gestures that satisfy a need, such as scratching your head when it itches.

Explain the functions of eye contact

Eye Contact is looking at others to communicate we are listening; we care about the topic; we are focused. Not looking might communicate lack of interest; distraction; shyness; or apprehension.

Explain ways that touch communicates

Haptics are touch messages. These can show affection, such as holding our significant other's hand; complete a task, such as a nurse taking a patient's blood pressure; or accidental, such as inadvertently bumping into someone while waiting in line at the grocery store.

Explain nonverbal differences across cultures

However, there are also major differences in nonverbal communication displays across cultures. An awareness of these variations can help prevent intercultural barriers and communicate more effectively. While this list is by no means exhaustive, it provides some interesting examples: Paralanguage: People in the United States tend to speak louder than people from Thailand, who consider a softer tone much more socially acceptable. Proxemics: North Americans tend to keep a larger personal distance, whereas people form Mediterranean and Arab countries stand much closer when speaking to someone, even if a stranger. Artifacts/Personal Appearance: Wedding dresses tend to be white in North America and red in Chinese culture. Funeral attire is black in western cultures and white in Japan. Fijian men wear a skirt called the sulu and Scottish men the kilt. Kinesics: Forming a circle with your fingers means "ok" in the United States, but "worthless" in France, "coins" in Japan, and a very obscene gesture in Brazil. Eye contact: direct eye contact is considered respectful in North America; disrespectful in Asian countries such as Japan. Silence: in many western countries, silence indicates lack of participation or initiative. In China, silence means agreement and in India it means respect, harmony and cooperation. Chronemics: North Americans tend to plan the use of their time with schedules; Latin Americans have a more flexible approach where plans can change even last minute and there is less adherence to schedules. Haptics: in Thailand and Laos, it is considered rude to touch a child's head. People in France tend to touch more than people in the United States, and people in Britain touch the least. In Mediterranean cultures, it is common for same-sex friends to hold hands in public; in North America, the opposite it true. Olfactics: in Japan, room fragrance is widely used in the workplace to enhance efficiency and reduce stress among office workers; British stores use fragrance in their air conditioning systems to promote products. Some cultures mask body odors while others find fragrances distasteful and embrace a more natural approach.

Types of rules that govern words

I statements are messages that claim ownership of ones feeling while you statements blame the other person.

Define and give examples of the categories of kinesics

Kinesics is the non-verbal behaviour related to movement, either of any part of the body, or the body as a whole. In short all communicative body movements are generally classified as kinesic.

Define verbal communication

Langauge is verbal communication this is the communication that occurs through the use of words.

Define nonverbal communication

Nonverbal communication is communication without words. It is sometimes referred to as "body language" and includes the different channels we use to send messages to others such as gestures, movements, eye contact, etc. Nonverbal communication is powerful, as people tend to believe it more than verbal communication, especially when the two contradict each other. It is also heavily influenced by culture, so nonverbal messages may change depending on the particular context. We place a great deal of emphasis on nonverbal communication, and whether we realize it or not, we are always communicating through it...so to be more effective communicators, it helps to learn about it!

Define levels of distance

Proxemics is the physical distance we keep between ourselves and others, such as: Intimate distance: contact to 18 inches. Personal distance: 18 inches to 4 feet. Social distance: 4 feet to 12 feet. Public distance: 12 feet to beyond.

List and define the functions of nonverbal communication

Reinforce: it helps strengthen a message, such as shaking their hand while thanking the person after an interview. Regulate: helps manage an interaction, such as asking your sibling to speed up a story while gesturing with your hand. Substitute: it can be used instead of verbal communication, such as waving at someone across the hallway. Contradict: you tell your friend how much fun you are having while rolling your eyes. Manage impressions: you wear a dressy outfit on the first day of work. Deceive: you are having a horrible day but still smile to prevent other people from knowing what you are going through.

Explain nonverbal consistency across cultures

Some nonverbal messages are consistent across cultures. Regardless of context, people equally and correctly recognize facial expressions such as: Tension Sadness Joy Anger Disgust Happiness Fear Surprise These are innate emotions that people consistently express the same way. Therefore, they are easiest to identify and less likely to misunderstand when communicating with someone from a different culture.

List and define the steps in the perception process

Step 1 - collect information Step 2 - attach meaning Step 3 - make an interpretation

Difference between supportive and defensive communication

Supportive communication takes into consideration how the other person feels, it tries to remain neutral emphasizing the equality between you and the other person. It is non-confrontational. Defensive communication is not considering the other person's side of the story or how your words will make them feel but just pointing everything at them and making it all their fault without trying to understand where they could be coming from.

Define and explain territoriality

Territoriality is how we convey ownership of space. For example, we put our backpack on our desk in class to show we are sitting there.

Define selective perception

The fact that you pay more attention to some details than others.

List and explain ways to make our perception more accurate

Use your senses to make sure you are picking up on all information available. Explore all possible interpretations of that information. Consider which possible interpretations you have evidence to support. Use communication skills to confirm the accuracy of your observations and interpretations - a perception-checking message.

List ways to improve nonverbal communication skills

Ways to better interpret other people's nonverbal communication include: Recognizing that your judgment may be inaccurate. When in doubt, perception check. Look at the interaction in its entirety. One nonverbal message may not be enough to draw conclusions. Remember that nonverbal communication occurs in a cultural context, which may be very different than your own. Ways we can better communicate nonverbally include: Be mindful of your nonverbal choices. Realize their impact and power. Keep your verbal and nonverbal messages consistent. Avoid sending mixed messages. Monitor your nonverbal messages, and adjust them as needed to adapt to the situation.

Explain Expectancy Violation Theory

We have expectations of how nonverbal communication should occur in any given setting. When the expectations are violated, we change our perception of the person based on our attitude towards the person before the violation occurred (if we like the person, we might view the expectation in a more favorable light; if we dislike them, the opposite occurs). Ambiguous violations are interpreted based on the social context/reward vs. punishment. For example: your boss closes the office door during a meeting with you to discuss work related issues. Typically they keep the door open, so you are puzzled. If you like your boss to begin with, you might appreciate their tactful approach to your work-related meeting. If you dislike your boss, on the other hand, you might see this as unprofessional and resent their power. If you are unsure of what to make of it, the context and reward vs. punishment would play a role. You might see it as necessary for supervisors to promote confidentiality (context); you might feel that going along with it means you are viewed as a flexible team player (reward).

Explain the functions of language

We use language to: Communicate our thoughts and ideas Express our feelings Influence other people Help people form impressions about us Create and maintain social bonds

Explain the use of convergence

When communicating with someone from a different culture, we have the choice to... Converge, in order to gain approval with the other person/culture or, Convergence is often required to achieve effective intercultural communication because it leads to approval, positive social identity, and compliance. Convergence is a skill. It is accomplished by both mimicking the speech pattern and accommodating the vocal differences of the addressee. This is especially important in intercultural communication as we have to adapt to be effective. For example, we may bring a German language phrasebook when we travel to Germany and try to communicate with the locals in their language to create a positive interaction.

Define stereotyping

assuming that a person or event belongs in a certain category especially when based on one aspect.

Define and explain immediacy

immediacy is a quality of interpersonal effectiveness that helps people feel connected to you. Nonverbally, it is conveyed through eye contact, touch messages, space messages, and overall focusing on the other person through an engaged posture. When you display nonverbal immediacy appropriately, you promote a positive atmosphere with the person you are communicating with.

Define perception

is defined as the process of gathering and interpreting information about the environment. It is the process by which we create our reality.

Define halo effect

one piece of information about the person or situation can lead to an overall positive or negative interpretation about the whole person or situation

Define self-fulfilling prophecy

taking actions that lead a prediction to become true