OUTLINE FOR THE LECTURE
Verbal vs. non-verbal communication
Communication enhancement
Listening
Expression yourself
PSYCHOLOGY OF LIFE & WORK: Self-disclosure
LECTURE 8 COMMUNICATION Assertiveness & Conflict Management
Assist. Prof. Kullaya Pisitsungkagarn
1 Ph.D. & DPsych. 3
COMMUNICATION:
COMPONENTS & IMPACT
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INTERPERSONAL COMMUNICATION COMMUNICATION: COMPONENTS COMMUNICATION: COMPONENTS
Interpersonal Six components of communication:
communication: An 1. The sender: A person who initiates
interaction process in which communication
people exchange messages 2. The receiver: A person to whom
between each other. communication is targeted
Communication involves: 3. The message: The information transmitted
At least two people.
A series of actions.
A “two-way,” not “one-way”
interaction.
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COMMUNICATION: COMPONENTS COMMUNICATION: COMPONENTS COMMUNICATION: COMPONENTS
Six components of communication: Jack and Jill were working on their PLW report Six components of communication:
4. The channel: The means through which the at Starbucks. Jack tried to convince Jill to 1. The sender: .………………………………………..
message reaches the receiver change the character for their report to a
2. The receiver: .………………………………………..
famous thinker in his field. Jill was confused,
5. The noise: Any stimulus that interferes with not only because a superstar had entered the 3. The message: .………………………………………..
the communication 4. The channel: .………………………………………..
café and people were talking loudly about him
but also because she had no clue who that 5. The noise: …….…………………………………..
6. The context: The environment in which
communication takes place thinker was. 6. The context: ……………..…………………………..
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NON-VERBAL COMMUNICATION
• Non-verbal communication: The
transmission of meanings from one
person to another through the channels
or symbols other than words
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NON-VERBAL
COMMUNICATION
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NON-VERBAL COMMUNICATION CHANNELS OF NON-VERBAL
COMMUNICATION
Common features NON-VERBAL COMMUNICATION 1. Personal space
Multi-channels • Personal space: A space surrounding a
Common features person that is felt to ‘belong’ to that person
Can be ambiguous and implies his/her comfort with the other
party
May contradict verbal
communication • Preference in the amount of personal space
depends on
Can be influenced by • Culture
culture • Status of the individuals involved
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• How well you know the person 14
CHANNELS OF NON-VERBAL CHANNELS OF NON-VERBAL
COMMUNICATION CHANNELS OF NON-VERBAL COMMUNICATION
COMMUNICATION
2. Facial expression
• Basic emotions are commonly experienced
worldwide.
• Culture-specific norms, or display rules, govern
emotional expressions within each culture.
• Subculture factors (e.g., gender) also play role in
emotional expression.
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CHANNELS OF NON-VERBAL CHANNELS OF NON-VERBAL
CHANNELS OF NON-VERBAL
COMMUNICATION COMMUNICATION
COMMUNICATION
3. Eye contact 3. Eye contact
• Duration of eye contact is the most meaningful • Eye contact also conveys the intensity of
aspect of this channel of nonverbal feelings.
communication. In a positive context (e.g., romantic partners),
• Among European Americans, high frequencies of long gazes signal loving feelings.
eye contact are associated with effective social In a negative context (e.g., road rage), long
skills and credibility. gazes are interpreted as attempts to make
• However, eye contact is judged as offensive by others feel uncomfortable.
some other cultures (e.g., Native American • Eye contact is affected by status and gender.
tribes, Asian cultures).
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CHANNELS OF NON-VERBAL CHANNELS OF NON-VERBAL CHANNELS OF NON-VERBAL
COMMUNICATION COMMUNICATION COMMUNICATION
4. Body language 5. Touch
• An “open” posture (i.e., arms uncrossed and Where and whom we touch conveys a variety of
down at sides) conveys a relaxed state. meanings, especially status and power.
• A “closed” posture (i.e., arms crossed) conveys There are strong norms that govern the
defensiveness or tension. touching.
Female-female pairs touch more often than do
male-male pairs.
Cross-gender touch is interpreted as emotional
support by females, but as power dominance or
sexual interest by males.
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CHANNELS OF NON-VERBAL
COMMUNICATION NON-VERBAL COMMUNICATION
6. Paralanguage Using non-verbal cues for detecting
• Paralanguage: Includes all vocal cues deception
other than the content of the verbal Non-verbal cues that actually indicate deception
are often different from those which most people
message itself (e.g., vocal emphasis,
believe to indicate deception.
speeds, intonations, pitches, hesitations).
• Liars often say less, not more.
• Variations in vocal emphasis can give different
meanings to the same words. • Liars are not necessarily good “storytellers”
and include less unusual content in stories.
• Variations in speeds also convey emotions
(e.g., rapid speech indicates anxiety or • Liars are more tense and make a more
excitement). negative impression on the listeners.
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NON-VERBAL COMMUNICATION LISTENING & EXPRESSING
ENHANCEMENT YOURSELF
Non-verbal sensitivity : Gender differences are Both listening and
reported in the ability to accurately convey and expressing yourself are
understand non-verbal cues. crucial in your
Females tend to be better decoders and encoders
than males.
communication.
However, the sensitivity also depends on the
motivation.
Based on their socialization, females are more
oriented toward social relationships than males,
which might enhance their nonverbal sensitivity.
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Non-verbal skills can be improved. VERBAL COMMUNICATION
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ACTIVE LISTENING
Signal your interest in the speaker by using ACTIVE LISTENING
non-verbal cues: Pay attention to the other
S quarely facing the speaker person’s non-verbal cues.
O pen gesture
Hear the other person out
L ean toward him or her. before you respond.
COMMUNICATION E ye contact
Engage in “active listening” by
R elaxed
ENHANCEMENT:
Questioning/asking for
clarification if the information is
ACTIVE LISTENING ambiguous.
Paraphrasing the key points to
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ensure you have interpreted the
31 message correctly. 32
ACTIVE LISTENING EXPRESSING YOURSELF
Disclosing yourself (self-disclosure)
Tips for “Questioning”?
Open-ended questions (e.g.,
Maintaining your space (assertiveness)
allowing responders more space to & conflict management
answer) generally make the
responders feel more comfortable
than close-ended (i.e., Yes/No
questions)
Be mindful of possible negative
COMMUNICATION
connotations (i.e., ENHANCEMENT:
challenging/questioning the
EXPRESSING YOURSELF
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rationales) conveyed by “why”
questions? 33 35
SELF-DISCLOSURE SELF-DISCLOSURE SELF-DISCLOSURE
Self-disclosure: The act of sharing information about
yourself with another person Despite the benefits Individual differences could be noted in the
Self-disclosure is important to adjustment. of self-disclosure, comfort level of the disclosure as well.
Emotional self-disclosures lead to the feelings of various factors
closeness. contribute our Sharing with a
friend about
Comfort
Level
Listening to a friend
sharing about
Comfort
Level
Self-disclosure in romantic relationships is comfort levels in (0-10) his/her (0-10)
associated with relationship satisfaction.
disclosing ourselves.
Sharing problems with others plays a key role in Personal Personal
mental health. Culture achievement achievement
Gender Family problems Family problems
Levels of intimacy
Personal problems Personal problems
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Health problems Health problems 38
ASSERTIVENESS & CONFLICT
SELF-DISCLOSURE ASSERTIVENESS MANAGEMENT
Assertiveness: Acting in
Reducing the complications Assertiveness helps with managing
your own best interests to
of self-disclosure relationship conflicts.
protect your rights by
Disclose information to The skill helps enhance the use of collaborative
others gradually. expressing your thoughts
conflict management.
Don’t disclose more than the
and feelings directly and
extent to which others are honestly
willing to disclose or listen. Assertiveness is more
Watch for non-verbal “stop” adaptive than either
cues from others. submissiveness, giving in to
Be aware of the risks others, or aggressiveness,
associated with online getting what you want at the
disclosures. 39 expense of others. 40 41
ASSERTIVENESS ASSERTIVENESS
ASSERTIVENESS
Assertiveness can be Assertiveness can be developed:
Assertiveness can be developed: developed: Using the I-statement:
Monitor your assertive Acknowledging the other person’s concern
Keep in mind the goal of collaboration.
communication. Expressed your own concern
Adopt assertive non-verbal cues. Observe a model’s assertive
Indicate your wish/action
communication. An assertive communication when your
Modify your communication, roommate keeps the light on, and you cannot
fall asleep:
if necessary, and practice
E.g., I understand that you need to keep the
assertive communication. light on to revise for your exam, but I could not
sleep at all with it. Could you limit the study
time to 10 pm and turn off the light then
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ASSERTIVENESS: EXERCISE ASSERTIVENESS: EXERCISE ASSERTIVENESS: EXERCISE
How could you engage in assertive An example of assertive An example of assertive
communication when: communication in communication in
Expressing your concerns when your friend does “expressing your concerns “declining your partner’s
not do a fair share in groupwork. when your friend does not do invitation for a romantic
Declining your partner’s invitation for a a fair share in groupwork”. dinner because you have an
romantic dinner because you have an upcoming upcoming exam”.
………………………………
exam. …………………………………
………………………………
…………………………………
……………………………… …………………………………
……………………………… …………………………………
……………………………… …………………………………
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