KIN 464 1st EditionFinal Study Guide Lectures: 13-15Lecture 13 – Interpersonal CommunicationInterpersonal communication: The act or action of imparting or transmitting ideas, information, facts or feeling to a secondary party.- Involves the sending, receiving and interpretation of messages. Effective Communication: occurs when the receiver understands the message as in tended by the sender**Communication is ALWAYS a two-way sender to receiver and backManagement functions: Planning & Decision-makingAuthoritarian Decision Making: tell someone what to do and sell them on the benefitsParticipative Decision Making: consult and joinIdea Generation: The source of planned communication; here it is important that the sender carefully considers ideas before developing a message.The Message: Formalization of the ideas which the sender wishes to convey (verbal and non-verbal); here it is important that the sender carefully frames the message to minimize misunderstanding.- Sender: writes, talks and acts- Receiver: reads and responds, listens and responds, watches and respondsChannel selection: **The KEY to effective communication- Common channels: writing speaking, electronic media and nonverbal physical actionsEncoding: are they going to interpret it the way I meant it? ; Refers to the symbols or gestures a sender selects to transmit a message through the desired channel so that the receiver decodes it properly. (Not just WHAT you say but HOW you say it)Body language: 90% of messages are communicated non-verbally, 58% of a first impression is based on appearance, 38% is based on a way we sound, 7% is based on what we actually have to say.Transmission: Physical activity of giving messageReceiverDecoding: When the receiver translates the sender’s symbols and gestures into meaningful thought.Feedback: An acknowledgement that the message was receivedEmpathy: being sensitive or aware of the feelings, thoughts and experiences of others- The key to becoming a better listener lies in developing empathy- 5 tips:o pay attention to who is talkingo listen to both the content and emotiono ask questions for additional insighto demonstrate your understandingo concluding as show you are on the same page6 barriers to effective communication:Semantics barrier: problems about word meanings Resistance to change: people resist new ideas, new ways, or changes to the status quo (sell them on the benefits to breakdown resistance)Perception differences: receiver’s perception of message different from that of the sender (perception is reality) Listening barrier: receiver fails to listen, concentrate, and be alert to the message transmittedCredibility barrier: occurs when the sender is not trustedNoise barrier: refers to any factor that causes confusion, distortion, or disturbs communication (poor lighting, hand writing, etc.)Communication effectiveness: receiver responds as sender wishes to messageThe philosophy of higher management: Openness “open door policy”The corporate culture: Behavior, un-written norms, interactions, values, feelings, etc.Centralized Organization Structure: vertical organization with smaller spans of control; scalar chain observedDecentralized Organizational Structure: horizontal structure; communications tend to flow morefreely upwardThe communication networks: flow of info; Down & UpLaterally- violates scalar principle (Fayol’s Gangplank or bridge-cross communicating btw departments)The Grapevine: The communication system of the informal organizationExternal communication: Method of relating to public (media/public relation, sport info/communication departments) EX: direct mailing, advertising, press releases, media guides, social mediaLecture 14 – Who Moved My Cheese? & NegligenceSniff: can smell change in the airScurry: goes into action immediatelyHem: does not want change and doesn’t accept it – “it’s not fair”Haw: startled by change but then moves on and enjoys new cheese.“The more important cheese is to you the more you want to hold onto it”“What would you do if you weren’t Afraid?”“When you move beyond your fear you feel free”“Smell the cheese often so you know when it is getting old”“When you change what you believe you change what you do”-the quicker you let go of old cheese the sooner you find new cheese.-it is safer to search in the maze than to remain in a “cheese-less” situationNegligence: is an unintentional tort that injures a person. Tort: a civil wrong Tortfeasor: wrongdoerPlantiff: injured personDuty: A special relationship exists between the service provider (defendant) and the injured person (plaintiff).Loco parentis: in the place of the parent; charged with the parents’ rights, duties and responsibilities.The Act: What the service provider did (commission) or did not do (omission) to protect the individual was not in accord with the standard of care a prudent professional should provideProximate Cause: The breach of the standard of care was the reason for the injury.Damages: The individual received physical or emotional injury. The Corporate Entity: The governing body of the organization; e.g. county school board, the university board of regents Gross Negligence: Very great negligence or the want of even slight or scant care. . . failure to exercise even that care that a careless person would use. e.g. Failure to inspect facilities and equipment when the professional knows that unsafe conditions exist. Willful, Reckless, and Wanton Misconduct: An intentional act of unreasonable character in totaldisregard of human safety. (Restatement of Law/Torts, 1965) e.g. Knowledge of an impending danger and failure to give care to event.Contributory Negligence: exists when the conduct of the plaintiff in any way helps to cause or aggravate the plaintiff's injury.- Children over the age of fourteen are capable of negligence and children under seven are incapable of negligence. - Those between seven and fourteen are judged capable of negligence in certain circumstances.Comparative Negligence: compares the fault of each party and generally allocates a fault by percentage. - not a true defense against negligence. - Pure Comparative Negligence: The award to the plaintiff is reduced by the percentage of fault assigned to the plaintiff.o For example, suppose the award is $100,000 and the fault is apportioned 75% to the plaintiff and 25% to the defendant.Modified Comparative Negligence: Operates on the theory that the plaintiff is not