Unit 5 - A helping hand
Let's Review!
This lesson showed you how verbal
and nonverbal cues can be used to manage the opening, maintaining, and closing
of a conversation. You saw the value that an expression or gesture can have in
signaling an exchange of information.
Feedforward
A function of this step of
conversation is to open the channels of communication. An example of this step
includes "Haven't we met before?"
Business
This step of conversation is the
focus and substance of the conversation. Most conversations in this step are
aimed at achieving some goal.
Feedback
In this step of conversation, you
reflect back on the conversation. An example of this includes "Wasn't that
the dullest meeting you ever went to?"
Closing
In this step of conversation, you
summarize the interaction to offer a conclusion to the conversation.
Conversational
turns
These cues enable the speaker and
listener to communicate about the communication in which they're currently
engaged; a form of meta-communication.
Speaker
cues
The way speakers regulate the
conversation through two major types of cues: turn-maintaining cues and
turn-yielding cues.
Turn-maintaining
cues
Making cues at the speaker to
signify you have something to say
Turn-yielding
cues
This cue tells the listener that the
speaker is finished and wishes to exchange the role of speaker for the role of
listener.
Listener
Cues
The ways listeners can regulate the
conversation by using three types of cues: Turn-requesting, turn-denying,
backchanneling, and interruptions.
Turn-requesting
cues
These cues let the speaker know that
you have something to say and take turn as the speaker.
Turn-denying
cues
These cues indicate your reluctance
to assume the role of speaker. Example, grunting "IDK."
Backchanneling
cues
these cues are used to communicate
various types of information back to the speaker without assuming the role of
the speaker. Example, utterances such as "Mhmm" &
"Uhhhuu."
Interruptions
These are not supportive and are
often discomforting. These are interpreted as attempts to change the topic to
one that a person knows more about to to emphasize authority.
Dialogue
Conversation in which there is
genuine two-way interaction.
Monologue
One person speaks and the other
listens - no real interaction between participants.
Monologic
communicator
One who is only focused on his or
her own goals and has no real concern for the listener's feelings or attitudes.
Immediacy
The creation of closeness, a sense
of togetherness, of oneness, between speaker and listener.
Interpersonal
attractiveness
The degree to which others like you
and respond positively toward you.
Small
talk
Used to pass the time more
pleasantly than you might in silence. It demonstrates that the normal rules of
politeness are operating.
Cute-flippant
openers
Humorors, indirect and ambiguous as
to whether or not the person opening the conversation wants to an extended
encounter. Example, "I bet I can out drink you."
Innocuous
openers
Highly ambiguous as to whether these
are simple comments that might be made to anyone or designed to initiate an
extended encounter. Example, "How do you like the band?"
Direct
openers
Demonstrate clearly the speaker's
interest in meeting the other person. Example, "Would you like to get a
drink after dinner?"
Excuses
Used when you say or are accused of
saying something that runs counter to what is expected or considered
"right" by the people in conversation with you.
Types
of excuses
I didn't do it...
It wasn't so bad...
Yes, but...
It wasn't so bad...
Yes, but...
Apology
An expression of regret for something
you did.
Gossip
Involves making social evaluations
about a person who is not present during the conversation.
Compliment
A message of praise, flattery, or
congratulations.
Meta-advice
Advice about advice
5
steps of conversation
opening, feedforward, business,
feedback, closing
maxim
a general truth or rule of conduct
Speakers
clued include
Turn-maintaining cues, Turn-yielding
cues, Turn-requesting cues, Turn-denying cues
Turn-maintaining
cues
express a desire to maintain control
of the conversation. For instance, we might touch a listener's shoulder or
breathe heavily while pausing between sentences to indicate that we are not
through talking.
Turn-yielding
cues
relinquish control of the
conversation. We might look at the listener more steadily or remain silent for
a noticeable period to indicate that we are finished making a point.
Turn-maintaining and turn-yielding may also be expressed explicitly.
Turn-requesting
cues
indicate a desire to speak.
Nonverbal behaviors that express a desire to speak include direct eye contact,
leaning forward, and vocalizations such as "I wondered that myself"
or "I understand what you mean."
Turn-denying
cues
deny control of the conversation.
For instance, a communication partner might decide to launch into a lengthy
description of a recent event. People who wish to discuss something else might
stare off into the distance or distance themselves from the communication
partner.
Back-channeling
cues
If a communication partner is
talking about something that interests the person, he or she might nod his or
her head in agreement or say "uhhuh" or "right."
Backchanneling cues encourage the speaker to continue speaking.
Context
references
-the least personal and direct of
the four reference types
-EX;"Wow. This museum is big," or "The sun is really bright," focus attention on the situation, not the individuals involved.
-EX;"Wow. This museum is big," or "The sun is really bright," focus attention on the situation, not the individuals involved.
Relational
references
-attempt to open a conversation by
focusing the listener's attention on an aspect of involvement
-EX;"May I join you?" and "Can I help you with that?"
-EX;"May I join you?" and "Can I help you with that?"
Other-references
-may test accessibility by focusing
attention on the listener.
-EX;"You look familiar."
-EX;"You look familiar."
Self-references
-focus the receiver's attention on
the speaker
-EX;"Hello. My name is Tom. I'm in accounting."
-EX;"Hello. My name is Tom. I'm in accounting."
maxim
of quantity
requires that a speaker give no more
or no less information than is necessary for understanding the intended message
maxim
of quality
that a speaker say what he believes
to be true
maxim
of relevance
that the speaker make only comments
that are relevant to the conversation
maxim
of manner
requires that the speaker
communicate his message in a brief and orderly manner without ambiguity.
During
a telephone call, voice quality accounts for _____ percent of the overall
impression
70%
Because
of the possibility for misinterpretation in e-mail, which of the following
should you do?
Be very clear.
Which
of the following should you do when receiving criticism?
the rule is to listen and think,
Selection
the person or thing chosen or
selected
information-gathering
- gather information in order to
achieve a goal.
-The most common forms is to interviews are surveys.
-The most common forms is to interviews are surveys.
problem-solving
the thought processes involved in
solving a problem
persuasive
interviewees to change behavior,
opinions, or beliefs
Similar
to conversations, interviews consist of three distinct parts
opening, body and closing
opening
The opening of an interview serves
to establish a proper tone and indicate the purpose of the interview. Most
meetings begin with some form of greeting.
body
The body deals with the substance of
the interview. It is the longest part and is the time during which the
interviewer asks questions that help him or her to accomplish the goal of the
interview.
closing
The purpose of the closing is to
review the results of the interview, indicate the need for a follow-up meeting,
and exchange pleasantries.
conducive
favorable; helpful
consensus
collective opinion; general
agreement of all members
facilitator
a person who makes group interaction
easier
feasible
achievable; possible
freewheeling
the freedom to suggest unusual or
unconventional ideas
relational
involving or expressing a
relationship
sampling
selection of a group of people or
products to be used as representative; a random sample
Social
groups
primarily focused on the social or
personal concerns of the members
Task
Groups.
major part of professional and civic
life. They are used to solve problems, generate ideas, share information, and
make decisions.
Brainstorming
groups
generate ideas.
Integrated
work teams
uses the expertise of each member to
accomplish a common goal
Focus
groups
gathers information about people's
opinions regarding a particular issue or product
learning
or educational groups
focus on increasing the knowledge or
skills of each member
Advisory
groups provide
provide information and advice on
policies or decisions
Problem-solving
groups
makes decisions and deals with
issues that arise
Quality
circles
consisting of three to twelve
members that make recommendations for improving the quality of an organization.
panel
discussion
small group format generally selects
members because they are experts on the issue being discussed?
symposium
small group format has very little
interaction between members
Parliamentary
Procedure
This highly formal means of
interaction facilitates the decision-making process by eliminating the
possibility of frivolous discussion.
group-think
the tendency of small groups to
render a decision without the proper evaluation of ideas
interdependent
mutual assistance, support, and
interaction
moderator
a person who presides over a group
discussion
norm
a standard of conduct or behavior
cohesion
working together to create a united
whole
audience
type
composed of individuals, each with a
distinct set of perceptions, attitudes, and goals.
demographics
may include age, gender,
organizational affiliation, and ethnicity.
occasion
A final aspect of audience and
situational analysis is the occasion. When preparing a speech, the occasion
should be analyzed from three aspects: audience expectation, the audience's
knowledge of the topic, the physical setting
Audience
Expectation.
Generally, the occasion and the
purpose of a speech form an audience's expectations
Audience
Knowledge
another factor surrounding the
occasion of a speech is the audience's knowledge of the topic
Physical
Setting
the speech—a conference room,
classroom, or park—can have an effect on the way a speech is received.
organized
audience
members agree with the speaker and
his message
concerted
audience
shares the goals and interests of
the speaker and is inclined to do what he asks or recommends
passive
audience
a group of people gathered together
to listen to a speech that they are not necessarily interested in hearing.
competent
capable; sufficient for the purpose
formulate
to devise or make up
Encyclopedias.
These resources provide information
on a variety of subjects. The most popular encyclopedia is the Encyclopedia
Britannica®
Dictionaries.
provide information on words and
their meaning.
histories and etymologies
histories and etymologies
Almanacs
The Old Farmer's Almanac® and The
World Almanac and Book of Facts® provide statistical information on everything
from the movement of the stars to the chances of rain in July in Arizona.
Atlases.
These texts offer geographical
representations of regions and countries. In addition to maps, a typical atlas
usually includes an index of place-names and facts about the population and
natural resources.
Books
of quotations
The quotes from these books are
usually those of well-known personalities on a variety of popular subjects.
Periodicals
Most periodicals are printed monthly
and are an excellent source of current information because articles are usually
prepared two to six months in advance
Newspapers
the most current form of printed
information
Databases
like the National Newspaper Index®
mentioned previously, are computerized collections of information.
context
circumstances important to the
situation
clarify
to make clear
Statistics
the results of collecting,
organizing, and interpreting numerical data.
Testimonies
include expert opinions and literary
quotations. There are four guidelines for using testimonies: (1) identify
sources, (2) only cite authorities who are qualified to speak on a particular
topic, (3) cite authorities who are significant to the audience, and (4) be
accurate.
emotive
appealing to or expressing emotion
evasive
avoiding or escaping from difficulty
or danger especially enemy fire
irresponsible
showing lack of care for
consequences
empathic
showing empathy or ready
comprehension of others' states
critical
marked by a tendency to find and
call attention to errors and flaws
informational
Texts that provide facts about a
variety of topics (sports, animals, science, history, careers, travel, geography,
space, weather, etc.)
chronemics
the use of time
paralanguage
the use of manner of speaking to
communicate particular meanings
haptics
the study of the sense of touch
proxemics
study of personal space
overconfidence
the tendency to be more confident
than correct--to overestimate the accuracy of one's beliefs and judgments
information
overload
This occurs when the volume of
information a person receives exceeds his or her capacity to process it.
inaccurate
perceptions
Lack of communication between two
people that creates inaccurate perceptions. Includes misunderstandings and lack
of communication.
social
zone
Making rounds with a physician;
Sitting at the head of a conference table; Teaching a class for clients with
diabetes; Conducting a family support group (4-12 feet)
intimate
zone
Holding a crying baby; Performing
physical assessment; Bathing, grooming, dressing, feeding, and toileting a
client; Changing a client's dressing (0-18 inches)
public
zone
that physical space around a person
in which listening to speeches and interacting with passersby is comfortable
for that person (12 or more feet)
personal
zone
that physical space around a buyer
that is reserved for close friends and those who share special interests- (18
to 4 inches)
intensification
increase of the amount, quality, or
determination of an effort
neutralization
action intended to keep a country
politically neutral or exclude it from a possible war
masking
the blocking of one sensation resulting
from the presence of another sensation
deintensification
involves muting the expression of
one's emotion, as when the loser of a contest tries to look less distressed
than he really is
communicative
talkative, vocal
ambiguous
having more than one possible
meaning
relational
A term that refers to a person's
interactions with other individuals.
multi-channeled
communication that uses both
nonverbal and verbal channels to communicate ideas
culturally
influenced
modern world: light bulbs, shift
work, social diversions
phenomenon
an observable event or occurrence
Chronological
Pattern
also called a time pattern)
organizes the main points in relation to time
Topical
Pattern
arranges the subtopics into
categories
Spatial
Pattern
orders the main points according to
physical location or direction
Cause-and-Effect
Pattern
may first discuss the causes of a
phenomenon and then its effects, or it may reverse the order by discussing the
effects and then the causes.
Problem-and-Solution
Pattern
may be addressed in either order.
feedback
verbal or nonverbal responses to a
message
interaction
acting upon each other
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