ELEVENTH EDITION
UnderstandingHuman Communication
Ronald B. Adler George RodmanBrooklyn College, City University of New YorkSanta Barbara City College
with Carrie Cropley HutchinsonSanta Barbara City College
NEW YORK I OXFORD
OXFORD UNIVERSITY PRESS
Preface xv
About the Authors xxi
Part One: Fundamentals of Human Communication
Chapter 1 Human Communication: What and Why 3
Chapter 2 The Changing World of Communication 29
Chapter 3 The Self, Perception, and Communication 59
Part Two: Communication Elements
Chapter 4 Language 97
Chapter 5 Listening 131
Chapter 6 Nonverbal Communication 165
Part Three: Interpersonal Communication
Chapter 7 Understanding Interpersonal Relationships 195
Chapter 8 Improving Interpersonal Relationships 235
Part Four: Communication in Groups
Chapter 9 Communicating in Groups 267
Chapter 10 Solving Problems in Groups 301
Part Five: Public Communication
Chapter 11 Preparing Speeches 327
Chapter 12 Organization and Support 353
Chapter 13 Informative Speaking 379
Chapter 14 Persuasive Speaking 403
Appendix: Communicating for Career Success A-1
Notes N-1
Glossary G-1
Credits C-1
Index 1-1
Also Available:Optional Chapters
Mediated CommunicationCommunication andService Learning
PREFACE xvABOUT THE AUTHORS xxi
PART ONE Fundamentals of Human CommunicationCHAPTER 1 Human Communication: What and Why 3
Communication Defined 4
Communication Is a Process 6Communication Is Symbolic 6
Types of Communication 7
Intrapersonal Communication 7Dyadic/Interpersonal Communication 7Small Group Communication 8Public Communication 8Mass Communication 8
Functions of Communication 9
Physical Needs 9Identity Needs 10
Social Needs 11Practical Needs 11
Modeling Communication 12A Linear Model 12A Transactional Model 13
Communication Competence: What Makes anEffective Communicator? 16
Communication Competence Defined 16Characteristics of Competent Communicators 18
Clarifying Misconceptions AboutCommunication 21
Communication Does Not Always Require CompleteUnderstanding 21
Communication Will Not Solve All Problems 22Communication Isn't Always a Good Thing 22Meanings Rest in People, Not Words 23Communication Is Not Simple 23More Communication Isn't Always Better 23
Summary 24 • Key Terms 25 • Case Study Questions 25Activities 26 • For Further Exploration 27 • Media Room 27
INVITATION TO INSIGHT The Many Meanings ofCommunication 5
UNDERSTANDING COMMUNICATION TECHNOLOGY SocialMedia Meet Communication Needs 10
UNDERSTANDING DIVERSITY Call Centers and Culture 19
@woRk When More Communication Isn't Better: DeclaringE-mail Bankruptcy 24
CHAPTER 2 The Changing World of Communication 29
Understanding Change 30Changing Technology 31Changing Discipline 32Changing Demographics 33
Communicating in a Diverse World 34Intercultural and Intergroup Communication 34Cultural Values and Norms 36Developing Intercultural Communication
Competence 39
Social Media in a Changing World 43Mediated Versus Face-to-Face Communication 45
Mediated Communication in Society 46
Communicating Competently with Social Media 48
Summary 54 • Key Terms 54 • Case Study Questions 54Activities 55 • For Further Exploration 55 • Media Room 56
@WORK Can You Be Too Connected? 46
INVITATION TO INSIGHT "Sexting" Surprise: Teens Face ChildPorn Charges 50
UNDERSTANDING COMMUNICATION TECHNOLOGY TheEtiquette of Internet "Stalking" 52
CHAPTER 3 The Self, Perception, and Communication 59
Communication and the Self 61Self-Concept Defined 61Communication and Development of the Self 62Culture and the Self-Concept 64The Self-Concept and Communication with
Others 65The Self-Fulfilling Prophecy and Communication 66
Perceiving Others 68Steps in the Perception Process 69Narratives, Perception, and Communication 71Common Perceptual Tendencies 72Perception in Mediated Communication 76Perception and Culture 76
Empathy, Perception, and Communication 78
Communication and Identity Management 81Public and Private Selves 81Characteristics of Identity Management 82Why Manage Identities? 86Identity Management in Mediated Communication 87Identity Management and Honesty 88
Summary 90 • Key Terms 90 • Case Study Questions 91Activities 91 • For Further Exploration 92 • Media Room 93
UNDERSTANDING DIVERSITY Managing Identity and ComingOut 84@WORK Identity Management in the Workplace 86
PART TWO Communication ElementsCHAPTER 4 Language 97
The Nature of Language 98Language Is Symbolic 99Meanings Are in People, Not Words 99Language Is Rule Governed 100
The Power of Language 102Language Shapes Attitudes 102Language Reflects Attitudes 106
Troublesome Language 109The Language of Misunderstandings 110Disruptive Language 114Evasive Language 116
Gender and Language 118
Content 118Reasons for Communicating 118Conversational Style 119Nongender Variables 120
Culture and Language 122Verbal Communication Styles 122Language and Worldview 124
Summary 126 • Key Terms 126 • Case Study Questions 127Activities 127 • For Further Exploration 128 • Media Room 129
INVITATION TO INSIGHT What the *@#$!? 102@WORK What's in a Name? 103UNDERSTANDING DIVERSITY Lost in Translation 122
CHAPTER 5 Listening 131
Misconceptions About Listening 133Listening and Hearing Are Not the Same Thing 133Listening Is Not a Natural Process 135All Listeners Do Not Receive the Same Message 135
Overcoming Challenges to EffectiveListening 135
Mindful Listening Requires Effort 136Faulty Listening Behaviors 136Reasons for Poor Listening 137
Personal Listening Styles 141Content-Oriented 141
People-Oriented 142Action-Oriented 142Time-Oriented 142
Informational Listening 143Don't Argue or Judge Prematurely 143Separate the Message from the Speaker 144Search for Value 144Look for Key Ideas 145Ask Questions 145Paraphrase 146Take Notes 148
CONTENTS
Critical Listening 148
Listen for Information Before Evaluating 149
Evaluate the Speaker's Credibility 149
Examine the Speaker's Evidence and Reasoning 149
Examine Emotional Appeals 150
Listening as Social Support 150
Social Support and Mediated Communication 151
Gender and Social Support 151
Types of Supportive Responses 152
When and How to Help 158
Summary 160 • Key Terms 160 • Case Study Questions 161Activities 161 • For Further Exploration 163 • Media Room 163
@WORK Multitasking: A Recipe for Inattention 137
INVITATION TO INSIGHT What Good Is Free Speech if No OneListens? 141
UNDERSTANDING DIVERSITY Council: Reviving the Art ofListening 143
CHAPTER 6 Nonverbal Communication 165
Characteristics of NonverbalCommunication 167
Nonverbal Behavior Has Communicative Value 167
Nonverbal Communication Is Primarily Relational 168
Nonverbal Communication Is Ambiguous 169
Nonverbal Communication Is Differentfrom Verbal Communication 170
Nonverbal Skills Are Important 170
Influences on Nonverbal Communication 170
Culture 170
Gender 172
Functions of Nonverbal Communication 173
Repeating 174
Substituting 174
Complementing 175
Accenting 175
Regulating 175
Contradicting 175
Deceiving 176
Types of Nonverbal Communication 177
Body Movements 177
Voice 179
Appearance 180
Touch 182
Space 183
Environment 185
Time 186
Summary 187 • Key Terms 188 • Case Study Questions 188Activities 188 • For Further Exploration 190 • Media Room 191
UNDERSTANDING DIVERSITY Nonverbal LearningDisorder 172
UNDERSTANDING COMMUNICATIONTECHNOLOGY Expressiveness in Online Communication 174
@WORK Touch and Career Success 183
UNDERSTANDING DIVERSITY Doing Business AcrossCultures 186
PART THREE Interpersonal CommunicationCHAPTER 7 Understanding Interpersonal Relationships 195
Why We Form Relationships 197
Appearance 197
Similarity 197
Com"plementarity 197
Reciprocal Attraction 198
Competence 198
Disclosure 198
Proximity 199
Rewards 199
Characteristics of InterpersonalCommunication 200
What Makes Communication Interpersonal? 200
Interpersonal Communication in MediatedRelationships 200
Content and Relational Messages 202Metacommunication 203
Communication over the Relational LifeSpan 204
A Developmental Perspective 204A Dialectical Perspective 209
Intimacy in Interpersonal Relationships 212Dimensions of Intimacy 212Male and Female Intimacy Styles 213Cultural Influences on Intimacy 215
Self-Disclosure in InterpersonalRelationships 215
Models of Self-Disclosure 216Characteristics of Effective Self-Disclosure 219Guidelines for Appropriate Self-Disclosure 221Alternatives to Self-Disclosure 223
Summary 229 • Key Terms 229 • Case Study Questions 230Activities 230 • For Further Exploration 232 • Media Room 233
UNDERSTANDING COMMUNICATION TECHNOLOGY To Enda Romance, Just Press "Send": Instant Messaging Altering theWay We Love 208INVITATION TO INSIGHT Is It Ever Right to Lie? 224@WORK Social Capital: Personal Relationships and CareerAdvancement 227
CHAPTER 8 Improving InterpersonaL ReLationships 235
Communication Climates in InterpersonalRelationships 236
Confirming and Disconfirming Messages 237How Communication Climates Develop 239Creating Positive Communication Climates 240
Managing Interpersonal Conflict 243The Nature of Conflict 244Styles of Expressing Conflict 245Characteristics of an Assertive Message 248Gender and Conflict Style 250Conflict in Mediated Communication 252
Cultural Influences on Conflict 252Methods for Conflict Resolution 254Steps in Win-Win Problem Solving 256
Summary 260 • Key Terms 260 • Case Study Questions 261Activities 261 • For Further Exploration 262 • Media Room 263
UNDERSTANDING COMMUNICATION TECHNOLOGY CanYou Hear Me Now? 238INVITATION TO INSIGHT A Comparison of Dialogue andDebate 243@WORK Dealing with Sexual Harassment 247
PART FOUR Communication in GroupsCHAPTER 9 Communicating in Groups 267
The Nature of Groups 269What Is a Group? 269Virtual and Face-to-Face Groups 271
Goals of Groups and Their Members 271Individual Goals 272Group Goals 272
Characteristics of Groups 274Rules and Norms 274Roles 276Patterns of Interaction 280Decision-Making Methods 282
Cultural Influences on GroupCommunication 284
Individualism Versus Collectivism 285
Power Distance 285Uncertainty Avoidance 286Task Versus Social Orientation 287Short- Versus Long-Term Orientation 287
Leadership and Power in Groups 288Power in Groups 288What Makes Leaders Effective? 290
Summary 296 • Key Terms 296 • Case Study Questions 297Activities 298 • For Further Exploration 299 • Media Room 299
INVITATION TO INSIGHT The Power of Small Groups 269@WORK What Makes a Group a Team? 273UNDERSTANDING DIVERSITY Baseball in Japan and theUSA 284
CONTENTS
CHAPTER 10 SoLving ProbLems in Groups 301
Problem Solving in Groups: When and Why 302
Advantages of Group Problem Solving 303
When to Use Groups for Problem Solving 304
Group Problem-Solving Strategies andFormats 305
Problem-Solving Formats 305
Solving Problems in Virtual Groups 307
Approaches and Stages in Problem Solving 308
A Structured Problem-Solving Approach 308
Developmental Stages in Problem-SolvingGroups 314
Maintaining Positive Relationships 315
Basic Skills 315
Building Cohesiveness 315
Overcoming Dangers in Group Discussion 318
Information Underload and Overload 318
Unequal Participation 318
Pressure to Conform 320
Summary 321 • Key Terms 322 • Case Study Questions 322Activities 322 • For Further Exploration 323 • Media Room 323
INVITATION TO INSIGHT Once Upon a September Day 303
@WORK Setting Up a Virtual Group 307
PART FIVE Public CommunicationCHAPTER 11 Preparing Speeches 327
Getting Started 328
Choosing Your Topic 329
Defining Your Purpose 329
Writing a Purpose Statement 329
Stating Your Thesis 330
Analyzing the Speaking Situation 330
The Listener: Audience Analysis 330
The Occasion 334
Gathering Information 335
Web Research 336
Library Research 336
Interviewing 337
Survey Research 338
Managing Communication Apprehension 338
Facilitative and Debilitative CommunicationApprehension 338
Sources of Debilitative CommunicationApprehension 339
Overcoming Debilitative CommunicationApprehension 340
Choosing a Type of Delivery 341
Extemporaneous 341
Impromptu 341
Manuscript 341
Memorized 341
Practicing the Speech 342
Guidelines for Delivery 342
Visual Aspects of Delivery 342
Auditory Aspects of Delivery 344
Sample Speech 346
Summary 348 • Key Terms 349 • Case Study Questions 349Activities 350 • For Further Exploration 351 • Media Room 351
@WORK Sample Analysis of a Speaking Situation 335
UNDERSTANDING DIVERSITY A Compendium of AmericanDialects 345
CHAPTER 12 Organization and Support 353
Structuring Your Speech 354
Your Working Outline 355
Your Formal Outline 355
Your Speaking Notes 355
Principles of Outlining 355
Standard Symbols 356
Standard Format 358
The Rule of Division 358
The Rule of Parallel Wording 358
Organizing Your Outline into a LogicalPattern 359
Time Patterns 359
Space Patterns 359
Topic Patterns 360
Problem-Solution Patterns 361
Cause-Effect Patterns 361
Using Transitions 362
Beginning and Ending the Speech 362
The Introduction 362
The Conclusion 365
Supporting Material 367
Functions of Supporting Material 367
Types of Supporting Material 368
Styles of Support: Narration and Citation 371
CONTENTS
Sample Speech 372
Introduction 373
Body 373
Conclusion 374
Summary 375 • Key Terms 375 • Case Study Questions 376Activities 376 • For Further Exploration 376 • Media Room 377
UNDERSTANDING DIVERSITY Nontraditional Patterns ofOrganization 360
@WORK Organizing Business Presentations 366
UNDERSTANDING COMMUNICATIONTECHNOLOGY Plagiarism in a Digital Age 371
CHAPTER 13 Informative Speaking 379
Types of Informative Speaking 381
By Content 381
By Purpose 381
Informative Versus Persuasive Topics 382
An Informative Topic Tends to BeNoncontroversial 382
The Informative Speaker Does Not Intend to ChangeAudience Attitudes 383
Techniques of Informative Speaking 383
Create Information Hunger 383
Make It Easy to Listen 384
Use Clear, Simple Language 384
Define a Specific Informative Purpose 385
Use a Clear Organization and Structure 386
Use Supporting Material Effectively 387
Emphasize Important Points 387
Generate Audience Involvement 388
Using Visual Aids 390
Types of Visual Aids 390
Media for the Presentation of Visual Aids 392
Rules for Using Visual Aids 393
Using PowerPoint 393
Sample Speech 395
Summary 399 • Key Terms 400 • Case Study Questions 400Activities 400 • For Further Exploration 401 • Media Room 401
UNDERSTANDING DIVERSITY How Culture AffectsInformation 382
@WORK The Pros and Cons of PowerPoint 394
CHAPTER 14 Persuasive Speaking 403
Characteristics of Persuasion 404
Persuasion Is Not Coercive 404
Persuasion Is Usually Incremental 405
Persuasion Is Interactive 406
Persuasion Can Be Ethical 406
Categorizing Types of Persuasion 408
By Types of Proposition 408
By Desired Outcome 409
By Directness of Approach 410
Creating the Persuasive Message 411
Set a Clear, Persuasive Purpose 411
Structure the Message Carefully 412
Use Solid Evidence 414
Avoid Fallacies 415
Adapting to the Audience 417
Establish Common Ground 418
Organize According to the Expected Response 418
Neutralize Potential Hostility 418
Building Credibility as a Speaker 419
Competence 420
Character 420
Charisma 420
Sample Speech 421
Summary 425 • Key Terms 426 • Case Study Questions 426Activities 426 • For Further Exploration 428 • Media Room 428
UNDERSTANDING DIVERSITY Cultural Differences inPersuasion 41 7
@WORK Persuasion Skills in the World of Sales 421
CONTENTS
APPENDIX Communicating for Career Success A-1
Employment Strategies A-2
The Selection Interview A-7
Communicating for Career Advancement A-17
Summary A-21 • Key Terms A-21
NOTES N-1
GLOSSARY G-1
CREDITS C-1INDEX 1-1
ALSO AVAILABLE: OPTIONAL CHAPTERS
Mediated Communication
Types of Mediated CommunicationMass CommunicationMediated Interpersonal CommunicationConverging Communication Media
Theories of Media EffectsFlow TheoriesSocial Learning TheoryIndividual DifferencesCultivation TheoryAgenda SettingCumulative Effects Theory
Communication and Service Learning
Service Learning: What and Why
Elements of Service LearningConnection to a Field of StudyShared ControlCollaborationReciprocityReflection
Benefits and Risks of Service LearningBenefits of Service LearningRisks of Service LearningManaging Risks
Manifestation of Effects
Cultural StudiesGender AnalysisPolitical Economic Analysis
How We Use the MediaMedia Consumers as Active AgentsTypes of Uses and Gratifications
Different Theories, Different Observations
Communication Strategies for SuccessfulService Learning
Communication Behaviors to AvoidCommunication Behaviors to Practice
Finding and Creating Service LearningOpportunities
Finding OpportunitiesCreating Opportunities
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