Preface p. xiv
Understanding Interpersonal Communication
An Orientation to Interpersonal Communication p. 2
Interpersonal Communication Defined p. 5
The Functions of Interpersonal Communication p. 6
The Interpersonal Communication Process p. 8
Participants p. 8
Context p. 9
Messages p. 11
Channels p. 12
Noise p. 13
Feedback p. 13
Interrelationship of the Elements p. 13
Interpersonal Communication Principles p. 15
Interpersonal Communication Is Relational p. 15
Interpersonal Communication Is Learned p. 16
Interpersonal Communication Is Purposeful p. 17
Interpersonal Communication Messages Vary in Conscious Encoding p. 17
Interpersonal Communication Is Continuous p. 18
Interpersonal Communication Ethics p. 18
Interpersonal Communication and Diversity p. 22
Becoming a Competent Interpersonal Communicator p. 23
Diverse Voices: Paul Laurence Dunbar, We Wear the Mask p. 24
Understanding the Concepts and Developing the Skills That Lead to Competence p. 25
Spotlight on Scholars: Brian Spitzberg on Interpersonal Communication Competence p. 26
Writing Communication Improvement Goal Statements p. 28
Communication Improvement Plan: Goal Statement p. 30
Summary p. 30
Chapter Resources p. 32
Inter-Act with Media p. 32
Forming and Using Social Perceptions p. 34
Perception p. 37
Attention and Selection p. 37
Organization of Stimuli p. 39
Interpretation of Stimuli p. 40
Sensory Perception and Communication p. 40
Social Perception of Self: Self-Concept and Self-Esteem p. 42
Forming and Maintaining a Self-Concept p. 42
Developing and Maintaining Self-Esteem p. 45
Accuracy of Self-Concept and Self-Esteem p. 46
Presenting Ourselves p. 49
Spotlight on Scholars: Michael Hecht on Interethnic Communication and Ethnic Identity p. 50
Communication, Self-Concept, and Self-Esteem p. 51
Cultural and Gender Differences p. 53
Perception of Others p. 54
Physical Characteristics and Social Behaviors p. 54
Stereotyping p. 56
Diverse Voices: Arturo Madrid, Social Perception p. 59
Emotional States p. 61
Cultural and Gender Differences p. 62
Improving Social Perception p. 63
Summary p. 66
What Would You Do? A Question of Ethics p. 67
Chapter Resources p. 68
Communication Improvement Plan: Perception p. 68
Inter-Act with Media p. 68
Communicating in Relationships: Basic Concepts p. 70
The Nature of Relationships p. 72
Acquaintances p. 73
Friends p. 73
Close Friends or Intimates p. 74
Examining Disclosure and Feedback Ratios in Close Relationships p. 75
Theoretical Perspectives on Relationships p. 78
Interpersonal Needs Theory p. 78
Exchange Theory p. 80
Communication in the Life Cycle of Relationships p. 82
Communication in Starting or Building Relationships p. 83
Spotlight on Scholars: Steven Duck on Personal Relationships p. 84
Diverse Voices: Dawn O. Braithwaite, Communication Between Ablebodied Persons and Persons with Disabilities p. 88
Communication in Stabilizing Relationships p. 89
Relationship Disintegration p. 95
Summary p. 98
What Would You Do? A Question of Ethics p. 99
Chapter Resources p. 100
Communication Improvement Plan: Relationships p. 100
Inter-Act with Media p. 100
Using Language to Construct Messages p. 102
The Nature and Use of Language p. 105
Language and Meaning p. 106
The Denotative and Connotative Meaning of Words p. 107
Meaning Across Subgroups in the Language Community p. 109
Diverse Voices: Wen-Shu Lee, That's Greek to Me p. 110
Increasing Message Clarity p. 111
Specificity, Concreteness, and Precision in Language Use p. 112
Developing the Ability to Be Specific and Precise p. 115
Dating Information p. 118
Indexing Generalizations p. 120
Cultural Differences and Verbal Communication p. 121
Gender Differences and Verbal Messages p. 124
Speaking Appropriately p. 125
Formality of Language p. 125
Jargon and Slang p. 126
Profanity and Vulgar Expressions p. 126
Sensitivity p. 127
Causes and Effects of Insensitive Language p. 130
What Would You Do? A Question of Ethics p. 131
Spotlight on Scholars: Molefi Kete Asante on the Language of Prejudice and Racism p. 132
Summary p. 133
Chapter Resources p. 134
Communication Improvement Plan: Verbal Communication p. 134
Inter-Act with Media p. 134
Communicating Through Nonverbal Behaviors p. 136
The Nature of Nonverbal Communication Behavior p. 139
Body Motions p. 139
Types of Body Motions p. 140
Use of Body Motions p. 142
Cultural Variations p. 144
Gender Variations p. 144
Paralanguage p. 145
Vocal Characteristics p. 145
Vocal Interferences p. 146
Increasing the Accuracy of Nonverbal Communication p. 148
Self-Presentation p. 149
Clothing and Personal Grooming p. 149
Poise p. 150
Touch p. 150
Time p. 151
Cultural Variations in Self-Presentation p. 152
Communication Through Management of Your Environment p. 153
Space p. 153
Spotlight on Scholars: Judee K. Burgoon on Nonverbal Expectancy Violation Theory p. 157
Temperature, Lighting, and Color p. 159
Cultural Variations in Management of the Environment p. 160
Summary p. 160
Diverse Voices: Elizabeth Lozano, Latin American and Anglo American Use of Personal Space in Public Places p. 161
What Would You Do? A Question of Ethics p. 163
Chapter Resources p. 164
Communication Improvement Plan: Nonverbal Communication p. 164
Inter-Act with Media p. 164
Developing Interpersonal: Communication Skills
Holding Effective Conversations p. 166
Characteristics of Conversation p. 169
Types and Structures of Conversation p. 170
The Structure of Casual Social Conversation p. 170
The Structure of Pragmatic Problem-Consideration Conversations p. 171
Rules of Conversation p. 173
Characteristics of Rules p. 174
Phrasing of Rules p. 174
The Cooperative Principle p. 175
Skills of Effective Conversationalists p. 176
Diverse Voices: Gwendolyn Gong, When Mississippi Chinese Talk p. 177
Present Quality Information p. 178
Provide Free Information to Enable Others to Talk p. 179
Ask Questions That Are Likely to Motivate Responses p. 180
Credit Sources p. 181
Balance Speaking and Listening p. 182
Maintain Conversational Coherence p. 184
Practice Politeness p. 185
Engage in Ethical Dialogue p. 188
Be Aware of Cultural Variations p. 190
What Would You Do? A Question of Ethics p. 191
Summary p. 191
Chapter Resources p. 192
Communication Improvement Plan: Conversation p. 192
Inter-Act with Media p. 192
Listening Effectively p. 194
Attending: Focusing Attention p. 198
Understanding: Listening Actively p. 202
Determine the Organization p. 203
Attend to Nonverbal Cues p. 203
Ask Questions p. 204
Silently Paraphrase p. 205
Remembering: Retaining Information p. 206
Repeat Information p. 206
Spotlight on Scholars: Robert Bostrom on Listening p. 207
Construct Mnemonics p. 208
Take Notes p. 208
Evaluating: Listening Critically p. 209
Separate Factual Statements from Inferences p. 211
Evaluate Inferences p. 212
Summary p. 216
What Would You Do? A Question of Ethics p. 217
Chapter Resources p. 218
Communication Improvement Plan: Listening p. 218
Inter-Act with Media p. 218
Responding with Empathy and Understanding p. 220
Inappropriate Responses p. 223
Irrelevant Responses p. 223
Tangential Responses p. 224
Incongruous Responses p. 224
Interrupting Responses p. 224
Empathy p. 225
Approaches to Empathy p. 225
Increasing Our Ability to Empathize p. 226
Diverse Voices: Linda Howard, Black and White p. 227
Responses That Clarify Meaning p. 230
Questioning p. 231
Paraphrasing p. 234
Responses That Provide Emotional Comfort p. 237
Supporting p. 237
Spotlight on Scholars: Brant Burleson on Comforting p. 238
Interpreting (Framing) p. 242
Gender Differences in Comforting Behavior p. 244
What Would You Do? A Question of Ethics p. 245
Summary p. 245
Chapter Resources p. 246
Communication Improvement Plan: Responding p. 246
Inter-Act with Media p. 246
Sharing Personal Information: Self-Disclosure and Feedback p. 248
Self-Disclosure p. 251
Guidelines for Appropriate Self-Disclosure p. 252
Cultural and Gender Differences p. 253
Disclosing Feelings p. 255
Withholding or Masking Feelings p. 255
Displaying Feelings p. 256
Describing Feelings p. 257
Spotlight on Scholars: Teresa Chandler Sabourin on Communication in Abusive Relationships p. 258
Diverse Voices: Sucheng Chan, You're Short, Besides! p. 263
Owning Feelings and Opinions p. 265
Giving Personal Feedback p. 267
Praising p. 268
Giving Constructive Criticism p. 270
Asking for Criticism p. 272
What Would You Do? A Question of Ethics p. 274
Summary p. 274
Chapter Resources p. 275
Communication Improvement Plan: Sharing Personal Information p. 275
Inter-Act with Media p. 275
Using Interpersonal Influence Ethically p. 278
Influence as Persuasion p. 281
Giving Good Reasons p. 282
Being Credible p. 284
Spotlight on Scholars: Richard Petty on Attitude Change p. 285
Triggering Emotion p. 289
Influence as Compliance Gaining p. 290
Types of Compliance-Gaining Strategies p. 290
Choosing a Strategy p. 292
Assertiveness p. 293
Contrasting Methods of Expressing Needs and Rights p. 293
Examples of Passive, Aggressive, and Assertive Responses p. 294
Characteristics of Assertive Behavior p. 296
Cultural Variations p. 298
Failure to Assert Ourselves p. 299
Perception of Coercive Power p. 300
Perception of Reward Power p. 300
Perception of Legitimate Power p. 300
Perception of Expert Power p. 301
Perception of Referent Power p. 301
What Would You Do? A Question of Ethics p. 302
Summary p. 302
Chapter Resources p. 303
Communication Improvement Plan: Influencing Ethically p. 303
Inter-Act with Media p. 303
Managing Conflict p. 306
Types of Interpersonal Conflict p. 309
Pseudoconflict p. 309
Fact Conflict p. 310
Value Conflict p. 310
Policy Conflict p. 312
Ego Conflict p. 312
Styles of Managing Conflict p. 315
Withdrawing p. 315
Accommodating p. 316
Diverse Voices: Bruce A. Jacobs, Conversing About Racism p. 317
Forcing p. 319
Compromising p. 320
Collaborating p. 320
Communication Skills That Promote Successful Conflict Management p. 323
Spotlight on Scholars: Daniel J. Canary on Conflict Management p. 324
Initiating Conflict Using Basic Communication Skills p. 325
Responding to Conflict Using Basic Communication Skills p. 328
Mediating Conflict Using Basic Communication Skills p. 332
Learning From Conflict-Management Failures p. 334
What Would You Do? A Question of Ethics p. 335
Summary p. 335
Chapter Resources p. 336
Communication Improvement Plan: Conflict Management p. 336
Inter-Act with Media p. 336
Using Communication Skills: to Improve Relationships
Communicating in Intimate Relationships: Friends, Spouses, and Family p. 338
Characteristics of Intimate Relationships p. 340
Warmth and Affection p. 341
Trust p. 341
Self-Disclosure p. 341
Commitment p. 342
Formalized Through Symbols and Rituals p. 342
Types of Intimate Relationships and Relational Styles p. 343
Male Relationships p. 343
Female Relationships p. 344
Gender Differences in Intimacy p. 345
Male-Female Relationships p. 346
Spousal Relationships p. 347
Spotlight on Scholars: Mary Anne Fitzpatrick on Couple Types and Communication p. 350
Family Relationships p. 351
Diverse Voices: Elisa Martinez, Having the Choice of Who to Be p. 354
Improving Family Communication p. 356
Problem Areas in Intimate Relationships p. 360
Jealousy p. 360
Sex-Role Stereotyping p. 361
What Would You Do? A Question of Ethics p. 362
Summary p. 363
Chapter Resources p. 364
Communication Improvement Plan: Intimate Relationships p. 364
Inter-Act with Media p. 364
Communicating in the Workplace p. 366
Interpersonal Skills in Getting a Job p. 369
Getting the Interview p. 369
Preparing for the Interview p. 373
Interpersonal Skills in Interviewing Others p. 375
Opening the Interview p. 375
Using Questions in the Body of the Interview p. 376
Closing the Interview p. 377
Interpersonal Communication with Colleagues at Work p. 377
Communicating with Supervisors and Subordinates p. 377
Communicating with Co-workers p. 379
Communicating in Self-Managed Work Teams p. 380
Communicating with Customers and Clients p. 381
Leadership in Work Relations p. 383
Leadership Traits p. 383
Leadership Styles p. 383
Preparing for Leadership p. 384
Spotlight on Scholars: Gail T. Fairhurst on Leadership in Work Organizations p. 385
Coaching Others at Work p. 386
Counseling Others at Work p. 388
Leading Group Discussion and Decision Making p. 389
What Would You Do? A Question of Ethics p. 392
Summary p. 392
Chapter Resources p. 394
Communication Improvement Plan: Work p. 394
Inter-Act with Media p. 394
Electronically Mediated Interpersonal Communication p. 396
The Internet p. 399
Accessing the Internet p. 399
Understanding Internet Terminology p. 400
Types of Electronically Mediated Interpersonal Communication p. 402
E-mail p. 402
Newsgroups and Bulletin Boards p. 406
Internet Chat p. 408
Cellular and Digital Telephones and Pagers p. 408
The Role of Electronic Communication in Building Relationships p. 411
Development of Online Relationships p. 411
From Online to In-Person Relationships p. 413
The Dark Side of Online Relationships p. 413
Application of Interpersonal Communication Skills Online p. 415
Sender Skills p. 415
Receiver Skills p. 417
What Would You Do? A Question of Ethics p. 419
Summary p. 419
Chapter Resources p. 420
Communication Improvement Plan: Communicating Electronically p. 420
Inter-Act with Media p. 420
References p. 422
Glossary p. 430
Index p. 436
Photo Credits p. 444