CASE STUDY The Departmental E-Mail | 42 |
Communication | 42 |
Emotional Intelligence | 42 |
Communication Defined | 43 |
Intentional-Unintentional Communication | 44 |
Verbal-Nonverbal Communication | 46 |
Defensive-Supportive Communication | 52 |
PRACTICAL TIPS | 55 |
Content and Process of Communication | 57 |
Listening | 58 |
CASE STUDY Niggardly Controversy (A) | 59 |
Language Behavior | 60 |
Bypassing | 60 |
PRACTICAL TIPS | 62 |
Inference Making | 62 |
Polarizing | 64 |
Signal Reactions | 65 |
PRACTICAL TIPS | 67 |
CASE STUDY Niggardly Controversy (B) | 68 |
Self-Disclosure | 69 |
The Johari Window | 70 |
When Is Self-Disclosure Appropriate? | 71 |
Interaction Roles | 73 |
Group Task Roles | 73 |
Group-Building and Maintenance Roles | 74 |
Individual Roles | 75 |
THE SYSTEMS APPROACH | 76 |
EXERCISES | 78 |
1. Case Study Discussion | 78 |
2. Self-Disclosure Exercise | 79 |
3. Member Roles Exercise | 79 |
READINGS: Overview | 79 |
Reading 2.1 Communication, John McCain, United States Senator | 79 |
Reading 2.2 Team Talk, Anne E. Donnellon | 82 |