Chapter Nine: Messages and Conversation The Interpersonal Communication Book 11th Ed. Joseph A. DeVito Chapter Nine: Messages and Conversation This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program.

The Conversation Process Conversational Management Conversational Disclosure Organizational Conversation Conversational Problems : Prevention & Repair Copyright © 2007 Allyn and Bacon

Conversation should be pleasant without scurrility, witty without affectation, free without indecency, learned without conceitedness, novel without falsehood. William Shakespeare Copyright © 2007 Allyn and Bacon

The way you talk depends not only on the goal you hope to achieve, but on who you are and who you think the other person Copyright © 2007 Allyn and Bacon

The Conversation Process—Opening Phatic Communion Greeting Reciprocated Consistent with Rest of Conversation Copyright © 2007 Allyn and Bacon

Copyright © 2007 Allyn and Bacon

Opening up channel of communication Greeting are kind of feedforward & serve various functions (Knapp & Vengelisti,2009) Opening up channel of communication Reveal important information about the relationships Help maintain relationships Copyright © 2007 Allyn and Bacon

The Conversation process Pesan yg memantapkan hubungan antara 2 org & membuka saluran agar interaksi lebih bermakna Pesan yg membuka saluran komunikasi dan bukan mengkomunikasikan informasi Bisa verbal &non verbal Greeting hal yg lazim, kurang diperhatikan Konsisten dalam nada suara Phatic penting utk memprakarsai interaksi Opening : phatic communication It’s message that establishes a connection between two people and opens up the channels for more meaningfull interaction Copyright © 2007 Allyn and Bacon

Function of feed forward To open channels communication: phatic communication To preview the message To disclaim To altercast Copyright © 2007 Allyn and Bacon

(2) mengantar pesan yg akan datang (1) Membuka saluran komunikasi, mengacu pd komunikasi fatik Informasi yg memberitahukan anda ttg aturan interaksi yg normal, diharapkan, diterima & diberlakukan Memberitahukan bhw org lain ingin berkomunikasi Membuka saluran komunikasi & bukan mengkomunikasikan informasi (2) mengantar pesan yg akan datang Pentingnya pesan Informasi kualitas -/+ Copyright © 2007 Allyn and Bacon

(3) memastikan pesan 2 dipahami & tdk akan berakibat negatif menggunakan pemastian ketika kita berfikir bhw apa yg dikatakan akan menemukan perlawanan (4) penentuan peran Digunakan utk menempatkan penerima dlm peran tertentu, meminta penerima menanggapi sesuai peran yg ditentukan meminta pendapat dr sudut pandang ttt Copyright © 2007 Allyn and Bacon

Pesan pembuka: informasi yg diberikan sebelum pesan pokok disampaikan Mengatakan kepada kita sesuatu ttg pesan yang akan datang Metta message Pemusatan gagasan yg umum, tidak terperinci- gunakan pesan pembuka secara hemat Gunakan feedfirward utk memperkirakan kemampuan penerimaan orang, untuk apa anda mengatakan, gunakan utk mengetes. Copyright © 2007 Allyn and Bacon

The Conversation Process—Business The substance or focus of the conversation Substance of Conversation The term business is used to emphasize that most conversation are goal directed Longest Part of Conversation Copyright © 2007 Allyn and Bacon

Bisnis : fokus pada percakapan Digunakan utk menekankan sbg besar percakapan diarahkan pd tujuan ( to learn, relate, influence, play, help) Mempersatukan berbagai macam interaksi Budaya memiliki hal tabu utk dibicarakan Topik & bahasa tertentu hrs dihindarkan khususnya bagi orang luar  bicara pertunjukan matador, politik/agama - timbul masalah Percakapan diatur melalui pertukaran peran pendengar & penerima Memberi keterangan terperinci dan memuaskan percakapan Copyright © 2007 Allyn and Bacon

The Conversation Process—Feedback Reflect Back On Conversation Signal Business is Completed Can Go Back to Business Copyright © 2007 Allyn and Bacon

Merefleksikan kembali percakapan Isyarat percakapan dilengkapi Feedback bisa -/+, memberi pesan atau kritik Fokus pd orang/pesan High/low monitoring - hati2 membentuk respon yg dirancang utk tujuan ttt Copyright © 2007 Allyn and Bacon

Positive –negative feedback person focused-message focused Immediate –delayed Low monitoring – high monitoring. Copyright © 2007 Allyn and Bacon

The Conversation Process—Closing The Goodbye Reveals Satisfaction Schedule Future Conversations Copyright © 2007 Allyn and Bacon

Digunakan menjadwal percakapan yad Penutup  kalimat ucapan menunjukkan kepuasan orang2 dlm percakapan - i hope you will can soon Digunakan menjadwal percakapan yad Ketika percakapan tidak jelas  percakapan menjadi kaku - anda tidak cukup yakin utk mengatakan “say goodbye” Copyright © 2007 Allyn and Bacon

Initiating Conversations Self-References : say something about yourself Other-References : say something about another person or ask a question Relational References : say something about the two of you Context References : say something about the pysical,social –psychological, cultural or temporal context. Microsoft Image Copyright © 2007 Allyn and Bacon

Manajemen percakapan Memprakarsai percakapan Referensi diri : mengatakan sesuatu ttg diri anda Referensi lain : mengatakan sesuatu ttg org lain/ mengajukan pertanyaan bukan utk mengomentari, orientasi pada perasaan suka/ emosi yg dialami - nice to meet you Referensi hubungan: may i join you Referensi konteks : menyatakan sesuatu ttg konteks ( fisik, psikologis, budaya & temporal) Copyright © 2007 Allyn and Bacon

Opening Lines Cute-flippant Innocuous Direct Microsoft Image Copyright © 2007 Allyn and Bacon

Cerdik –tidak serius : penuh humor, tidak langsung - membuka percakapan utk memperluas pertemuan  is that really your hair Pesan pembuka tidak membahayakan/merusak -- what do you think of ......... Pembuka langsung : menunjukkan secara jelas ketertarikan pembicara dalam pertemuan dengan orang lain - saya sedikit malu tapi sy senang bertemu anda Copyright © 2007 Allyn and Bacon

Maintaining Conversations Cooperation Maxim of Quantity Be As Informative As Necessary to communicate the intended meaning Information that makes the meaning clear Peole violate this maxim when they try to relate an incident & digress to give unnecessary information Maxim of Quality Say What You Know Is True,& do not say what you know to be false Violate the quality maxim by : lying, exaggerating, minimizing major problems Microsoft Image Copyright © 2007 Allyn and Bacon

Dalam percakapan hrs mengikuti prinsip kerjasama & aturan Memberi keterangan penting, sbgmana pentingnya mengkomunikasikan makna yg direncanakan - kejelasan informasi & makna Maxim of quantity dilanggar ketika terkait dng peristiwa tt, mrk menyimpang dr pokok masalah, mberi inf tdk penting. Inf penting dilupakan Maxim of quality : mengatakan apa yg anda tahu adalah benar, tdk mengataka apa yg anda tahu salah Berbohong, membesar – besarka persoalan, meremehkan masalah utama, menyangsikan apa yg dikatakan Copyright © 2007 Allyn and Bacon

Maintaining Conversations Cooperation Maxim of Relation Talk About What is Relevant to the conversation Violate : Digress widely, frequently interject irrelevant comment Maxim of Manner Be Clear, Avoid Ambiguities,brief,organize your thoughts a meaningfull sequence Use terms that listener understand Clarify terms Microsoft Image Copyright © 2007 Allyn and Bacon

Membicaraka apa yg relevan dengan percakapan Digunakan oleh org yg menyimpang dr pokok pembicaraan, menyelipkan komentar yg tidak relevan Maxim manner : jelas, hindari kerancuan, penerangan secara rinci, sistematis, urutan logis, gunakan istilah yg mudah dipahami, menjelaskan istilah yg tdk dipahami Maxim bervariasi dari satu budaya ke budaya lain  Jepang tdk pantas memperdebatkan & menunjukkan secara langsung kesalahan org lain - buruk, kehilangan muka, rasa malu Cina  mencemarkan diri sendiri, jika menunjukkan penghargaan diri sendiri/ reputasi yg baik - merendahkan diri - bentuk kesopanan Copyright © 2007 Allyn and Bacon

The Principle of Dialogue Monologue One Person Speaks, Other Listens No Real Interaction Dialogue Two-Way Interaction Concern for Other and Relationship Copyright © 2007 Allyn and Bacon

Maintaining Conversations Turn-Taking Speaker Cues Turn Maintaining Turn Yielding Listener Cues Turn Requesting Turn Denying Back-Channeling Copyright © 2007 Allyn and Bacon

Turn yielding : memberitahu pendengar bhw anda tlh menyelesaikan & berharap mempertukarkan peran sbg pembicara/pendengar Paralingustik, dropping intonation, kebungkaman yg lama , kontak mata langsung. Turn maintaining : membantu menjaga stabilitas peran anda sbg pembicara, memilih berbagai macam isyarat : dapat didengar, menarik nafas menunjukan bhw anda ingin berkata lebih, memelihara pola intonasi, makna bhw anda bermaksud mengatakan lebih Copyright © 2007 Allyn and Bacon

Listener cues : mengatur percakapan Turn requesting: membiarkan pembicara tahu bhw anda bertujuan sbg pembicara - sy ingin mengatakan sesuatu Turn denying : enggan mengambil alih peran pembicara, bicara sepintas lalu - sy tdk tahu Back-channeling: mengomunikasikan berbagai tipe informasi balik ke pembicara tanpa pernyataan tanda - ujaran: mm, uh, yeah Suportive, menegaskan, terlibat & mendengar dlm interaksi Indikasi setuju/tdk : senyum, komentar, vokal Indikasi tingkat keterlibatan Klarifikasi : kata seru langsung : when, what,dll Copyright © 2007 Allyn and Bacon

Conversational Management Closing Reflect Back State Desire to End Conversation Refer to Future Interaction Ask for Closure State that You Enjoyed the Conversation Microsoft Image Copyright © 2007 Allyn and Bacon

Closing Mengacu pada percakapan sebelumnya dan merangkum secara ringkas Keinginan mengakhiri percakapan & mendapat sesuatu yg lain - sy ingin melanjutkan percakapan tapi..... Berbicara ttg interaksi yad - kenapa kita tdk bersama mg depan utk melanjutkan diskusi Meminta penutup : menjelaskan apa yg ingin anda ketahui Nyatakan bhw anda menikmati percakapan. Copyright © 2007 Allyn and Bacon

Organizational communications Formal Communication Up ward communication : consist of message sent from the lower levels of hierarcy to the upper levels From line worker to manager Job-related activities & problem,ideas for change & suggestions for improvement; feeling about organizations, etc Down ward communication: consist of messages from the higher levels to the lower levels of the hierarchy Explanations of procedures, goal of procedures, changes, appraisal of workers Copyright © 2007 Allyn and Bacon

INFORMAL CONVERSATION The Grapevine: formal organization messages, concern job-related issues---the grapevine addresses topics that you wan discusses in interpersonal setting Estimates of accurate ranging from: 75 – 95 % More accurete than management’s formal messages. Copyright © 2007 Allyn and Bacon

Gossip and Grapevine Gossip The Grapevine Talk About Third Party Not Present Cultural Rules The Grapevine Grows as Organization Grows Most Likely Important Subjects Part of Effective Business Communication Copyright © 2007 Allyn and Bacon

Conversational Problems Prevention The Disclaimer Hedging Credentialing Sin Licenses Cognitive Disclaimer Suspension of Judgment Microsoft Image Copyright © 2007 Allyn and Bacon

Conversational Problems Repair The Excuse Motives for Excuses Types of Excuses Good and Bad Excuses Microsoft Image Copyright © 2007 Allyn and Bacon

Interpersonal Communication The Interpersonal Communication Book 11th Ed.