Preface
PART I: UNDERSTANDING INTERPERSONAL COMMUNICATION
CHAPTER 1. AN ORIENTATION TO INTERPERSONAL COMMUNICATION
Interpersonal Communication Defined
The Functions of Interpersonal Communication
The Interpersonal Communication Process
Participants
Context
Messages
Channels
Noise
Feedback
Interrelationship of the Elements
Interpersonal Communication Principles
Interpersonal Communication Is Relational
Interpersonal Communication Is Learned
Interpersonal Communication Is Purposeful
Interpersonal Communication Messages Vary in Conscious Encoding
Interpersonal Communication Is Continuous
Interpersonal Communication Ethics
Interpersonal Communication and Diversity
Becoming a Competent Interpersonal Communicator
Diverse Voices: Paul Laurence Dunbar, We Wear the Mask
Understanding the Concepts and Developing the Skills that Lead to Competence
Spotlight on Scholars: Brian Spitzberg on Interpersonal Communication Competence
Writing Communication Improvement Goal Statements
Communication Improvement Plan: Goal Statement
CHAPTER 2. FORMING AND USING SOCIAL PERCEPTIONS
Perception
Attention and Selection
Organization of Stimuli
Interpretation of Stimuli
Sensory Perception and Communication
Social Perception of Self: Self-Concept and Self-Esteem
Forming and Maintaining a Self-Concept
Developing and Maintaining Self-Esteem
Accuracy of Self-Concept and Self-Esteem
Presenting Ourselves
Spotlight on Scholars: Michael Hecht on Interethnic Communication and Ethnic Identity
Communication, Self-Concept, and Self-Esteem
Cultural and Gender Differences
Perception of Others
Physical Characteristics and Social Behaviors
Stereotyping
Diverse Voices: Arturo Madrid, Social Perception
Emotional States
Cultural and Gender Differences
Improving Social Perception
CHAPTER 3. COMMUNICATING IN RELATIONSHIPS: BASIC CONCEPTS
The Nature of Relationships
Acquaintances
Friends
Close Friends or Intimates
Examining Disclosure and Feedback Ratios in Close Relationships
Theoretical Perspectives on Relationships
Interpersonal Needs Theory
Exchange Theory
Communication in the Life Cycle of Relationships
Communication in Starting or Building Relationships
Spotlight on Scholars: Steven Duck on Personal Relationships
Diverse Voices: Dawn O. Braithwaite, Communication between Ablebodied Persons and Persons with Disabilities
Communication in Stabilizing Relationships
Relationship Disintegration
CHAPTER 4. USING LANGUAGE TO CONSTRUCT MESSAGES
The Nature and Use of Language
Language and Meaning
The Denotative and Connotative Meaning of Words
Meaning Across Subgroups in the Language Community
Diverse Voices: Wen-Shu Lee, That's Greek to Me
Increasing Message Clarity
Specificity, Concreteness, and Precision in Language Use
Developing the Ability to Be Specific and Precise
Dating Information
Indexing Generalizations
Cultural Differences and Verbal Communication
Gender Differences and Verbal Messages
Speaking Appropriately
Formality in Language
Jargon and Slang
Profanity and Vulgar Expressions
Sensitivity
Causes and Effects of Insensitive Language
Spotlight on Scholars: Molefi Kete Asante on the Language of Prejudice and Racism
CHAPTER 5. COMMUNICATING THROUGH NONVERBAL BEHAVIORS
The Nature of Nonverbal Communication Behavior
Body Motions
Types of Body Motions
Use of Body Motions
Cultural Variations
Gender Variations
Paralanguage
Vocal Characteristics
Vocal Interferences
Increasing the Accuracy of Nonverbal Communication
Self-Presentation
Clothing and Personal Grooming
Poise
Touch
Time
Cultural Variations in Self-Presentation
Communication Through Management of Your Environment
Space
Spotlight on Scholars: Judee K. Burgoon on Nonverbal Expectancy Violation Theory
Temperature, Lighting, and Color
Cultural Variations in Management of the Environment
Diverse Voices: Elizabeth Lozano, Latin American and Anglo American Use of Personal Space in Public Places
PART II: DEVELOPING INTERPERSONAL COMMUNICATION SKILLS
CHAPTER 6. HOLDING EFFECTIVE CONVERSATIONS
Characteristics of Conversation
Types and Structures of Conversation
The Structure of Casual Social Conversation
The Structure of Pragmatic Problem-Consideration Conversations
Rules of Conversation
Characteristics of Rules
Phrasing of Rules
The Cooperative Principle
Skills of Effective Conversationalists
Diverse Voices: Gwendolyn Gong, When Mississippi Chinese Talk
Present Quality Information
Provide Free Information to Enable Others to Talk
Ask Questions That Are Likely to Motivate Responses
Credit Sources
Balance Speaking and Listening
Maintain Conversational Coherence
Practice Politeness
Engage in Ethical Dialogue
Be Aware of Cultural Variations
CHAPTER 7. LISTENING EFFECTIVELY
Attending: Focusing Attention
Understanding: Listening Actively
Determine the Organization
Attend to Nonverbal Cues
Ask Questions
Silently Paraphrase
Remembering: Retaining Information
Repeat Information
Spotlight on Scholars: Robert Bostrom on Listening
Construct Mnemonics
Take Notes
Evaluating: Listening Carefully
Separate Factual Statements from Inferences
Evaluate Inferences
CHAPTER 8. RESPONDING WITH EMPATHY AND UNDERSTANDING
Inappropriate Responses
Irrelevant Responses
Tangential Responses
Incongruous Responses
Interrupting Responses
Empathy
Approaches to Empathy
Increasing Our Ability to Empathize
Diverse Voices: Linda Howard, Black and White
Responses That Clarify Meaning
Questioning
Paraphrasing
Responses That Provide Emotional Comfort
Supporting
Spotlight on Scholars: Brant Burleson on Comforting
Interpreting (Framing)
Gender Differences in Comforting Behavior
CHAPTER 9. SHARING PERSONAL INFORMATION: SELF-DISCLOSURE AND FEEDBACK
Self-Disclosure
Guidelines for Appropriate Self-Disclosure
Cultural and Gender Differences
Disclosing Feelings
Withholding or Masking Feelings
Displaying Feelings
Describing Feelings
Spotlight on Scholars: Teresa Chandler Sabourin on Communication in Abusive Relationships
Diverse Voices: Sucheng Chan, You're Short, Besides!
Owning Feelings and Opinions
Giving Personal Feedback
Praising
Giving Constructive Criticism
Asking for Criticism
CHAPTER 10. USING INTERPERSONAL INFLUENCE ETHICALLY
Influence as Persuasion
Giving Good Reasons
Being Credible
Spotlight on Scholars: Richard Petty on Attitude Change
Triggering Emotion
Influence as Compliance Gaining
Types of Compliance-Gaining Strategies
Choosing a Strategy
Assertiveness
Contrasting Methods of Expressing Needs and Rights
Examples of Passive, Aggressive, and Assertive Responses
Characteristics of Assertive Behavior
Cultural Variations
Failure to Assert Ourselves
Perception of Coercive Power
Perception of Reward Power
Perception of Legitimate Power
Perception of Expert Power
Perception of Reference Power
CHAPTER 11. MANAGING CONFLICT
Types of Interpersonal Conflict
Pseudoconflict
Fact Conflict
Value Conflict
Policy Conflict
Ego Conflict
Styles of Managing Conflict
Withdrawing
Accommodating
Diverse Voices: Bruce A. Jacobs, Conversing About Racism
Forcing
Compromising
Collaborating
Communication Skills That Promote Successful Conflict Management
Spotlight on Scholars: Daniel J. Canary on Conflict Management
Initiating Conflict Using Basic Communication Skills
Responding to Conflict Using Basic Communication Skills
Mediating Conflict Using Basic Communication Skills
Learning from Conflict-Management Failures
PART III: USING COMMUNICATION SKILLS TO IMPROVE RELATIONSHIPS
CHAPTER 12. COMMUNICATING IN INTIMATE RELATIONSHIPS: FRIENDS, SPOUSES, AND FAMILY
Characteristics of Intimate Relationships
Warmth and Affection
Trust
Self-Disclosure
Commitment
Formalized through Symbols and Rituals
Types of Intimate Relationships and Relational Styles
Male Relationships
Female Relationships
Gender Differences in Intimacy
Male-Female Relationships
Spousal Relationships
Spotlight on Scholars: Mary Anne Fitzpatrick on Couple Types and Communication
Family Relationships
Diverse Voices: Elisa Martinez, Having the Choice of Who to Be
Improving Family Communication
Problem Areas in Intimate Relationships
Jealousy
Sex-Role Stereotyping
CHAPTER 13. COMMUNICATING IN THE WORKPLACE
Interpersonal Skills in Getting a Job
Getting the Interview
Preparing for the Interview
Interpersonal Skills in Interviewing Others
Opening the Interview
Using Questions in the Body of the Interview
Closing the Interview
Interpersonal Communication with Colleagues at Work
Communicating with Supervisors and Subordinates
Communicating with Co-workers
Communicating in Self-Managed Work Teams
Communicating with Customers and Clients
Leadership in Work Relations
Leadership Traits
Leadership Styles
Preparing for Leadership
Spotlight on Scholars: Gail T. Fairhurst on Leadership in Work Organizations
Coaching Others at Work
Counseling Others at Work
Leading Group Discussion and Decision Making
CHAPTER 14. ELECTRONICALLY MEDIATED INTERPERSONAL COMMUNICATION
The Internet
Accessing the Internet
Understanding Internet Terminology
Types of Electronically Mediated Interpersonal Communication
E-mail
Newsgroups with Bulletin Boards
Internet Chat
Cellular and Digital Telephones and Pagers
The Role of Electronic Communication in Building Relationships
Development of Online Relationships
From Online to In-Person Relationships
The Dark Side of Online Relationships
Application of Interpersonal Communication Skills Online
Sender Skills
Receiver Skills
References
Glossary
Index
Photo Credits
Each chapter includes a Summary, a section called "What Would You Do? A Question of Ethics," and Chapter Resources, which include a Communication Improvement Plan focused on the chapter content and a section called "Inter-Act with Media."