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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