1
Psychology of Business
Communication
Summary literature
Table of contents
Psychology of Business Communication.................................................................................................1
Session 2. Biases in communication: introduction.........................................................................5
1. Pronin, E., Puccio, C., & Ross, L. (2002). Understanding Misunderstanding: Social Psychological
Perspectives. In T. Gilovich, D. Griffin & D. Kahneman (Eds.), Heuristics and biases: The
psychology of intuitive judgment. (pp. 636 - 665): Cambridge University Press.
https://doi.org/10.1017/CBO9780511808098.038 (30 pages).......................................................5
Session 3. Emotion in communication: introduction....................................................................10
2. Campbell, T., O'Brien, E., Van Boven, L., Schwarz, N., & Ubel, P. (2014). Too much experience:
A desensitization bias in emotional perspective taking. Journal of Personality and Social
Psychology, 106(2), 272. https://doi.org/10.1037/a0035148 (14 pages).....................................10
3. Beukeboom, C. J., & Semin, G. R. (2006). How mood turns on language. Journal of
Experimental Social Psychology, 42(5), 553-566. https://doi.org/10.1016/j.jesp.2005.09.005 (14
pages)...........................................................................................................................................13
Session 4. Stereotypes.................................................................................................................16
4. Burgers, C., & Beukeboom, C. J. (2020). How language contributes to stereotype formation:
Combined effects of label types and negation use in behavior descriptions. Journal of Language
and Social Psychology, 39(4), 438-456. https://doi.org/10.1177/0261927X20933320 (14 pages)
......................................................................................................................................................16
5. Lev-Ari, S., & Keysar, B. (2010). Why don't we believe non-native speakers? The influence of
accent on credibility. Journal of Experimental Social Psychology, 46(6), 1093-1096.
https://doi.org/10.1016/j.jesp.2010.05.025 (3 pages).................................................................18
Session 5. Emotion in professional settings..................................................................................20
6. Forgas, J. P., & George, J. M. (2001). Affective influences on judgments and behavior in
organizations: An information processing perspective. Organizational behavior and human
decision processes, 86(1), 3-34. https://doi.org/10.1006/obhd.2001.2971 (32 pages)................20
7. Halperin, E., Porat, R., Tamir, M., & Gross, J. J. (2013). Can emotion regulation change political
attitudes in intractable conflicts? From the laboratory to the field. Psychological Science, 24,
106-11. https://doi.org/10.1177%2F0956797612452572 (6 pages).............................................27
Session 6. Persuasion...................................................................................................................29
8. Forgas, J. P. (2019). Happy believers and sad skeptics? Affective influences on gullibility.
Current Directions in Psychological Science, 28(3), 306-313.
https://doi.org/10.1177/0963721419834543 (7 pages)...............................................................29
, 2
9. Roghanizad, M. M., & Bohns, V. K. (2021). Should I Ask Over Zoom, Phone, Email, or In-
Person? Communication Channel and Predicted Versus Actual Compliance. Social Psychological
and Personality Science, 19485506211063259. https://doi.org/10.1177/19485506211063259
(10 pages).....................................................................................................................................31
Session 7. Emotion and Bias in Leadership...................................................................................33
10. Rajah, R., Song, Z., & Arvey, R. D. (2011). Emotionality and leadership: Taking stock of the
past decade of research. The Leadership Quarterly, 22(6), 1107-1119.
http://dx.doi.org/10.1016/j.leaqua.2011.09.006 (10 pages)........................................................33
11. See, K. E., Morrison, E. W., Rothman, N. B., & Soll, J. B. (2011). The detrimental effects of
power on confidence, advice taking, and accuracy. Organizational Behavior and Human Decision
Processes, 116(2), 272-285. https://doi.org/10.1016/j.obhdp.2011.07.006 (12 pages)...............35
Session 9. Emotions in CMC.........................................................................................................38
13. Byron, K. (2008). Carrying too heavy a load? The communication and miscommunication of
emotion by email. Academy of Management Review, 33(2), 309.
https://doi.org/10.5465/amr.2008.31193163 (16 pages)............................................................38
14. Kingsbury, M., & Coplan, R. J. (2016). RU mad@ me? Social anxiety and interpretation of
ambiguous text messages. Computers in Human Behavior, 54, 368-379.
https://doi.org/10.1016/j.chb.2015.08.032 (12 pages)................................................................42
Session 10. Negotiation...............................................................................................................45
15. Chambers, J. R., & De Dreu, C. K. W. (2014). Egocentrism drives misunderstanding in conflict
and negotiation. Journal of Experimental Social Psychology, 51(0), 15-26.
https://doi.org/10.1016/j.jesp.2013.11.001 (11 pages)...............................................................45
16. Galinsky, A. D., Maddux, W. W., Gilin, D., & White, J. B. (2008). Why it pays to get inside the
head of your opponent: The differential effects of perspective taking and empathy in
negotiations. Psychological science, 19(4), 378-384. https://doi.org/10.1111/j.1467-
9280.2008.02096.x (7 pages)........................................................................................................48
Session 11. Communication bad news.........................................................................................50
17. Seifart, C., Hofmann, M., Bär, T., Riera Knorrenschild, J., Seifart, U., & Rief, W. (2014).
Breaking bad news–what patients want and what they get: evaluating the SPIKES protocol in
Germany. Annals of Oncology, 25(3), 707-711. https://doi.org/10.1093/annonc/mdt582 (5
pages)...........................................................................................................................................50
18. Sussman, S. W., & Sproull, L. (1999). Straight talk: Delivering bad news through electronic
communication. Information Systems Research, 10(2), 150-166.
http://dx.doi.org/10.1287/isre.10.2.150 (15 pages).....................................................................52
Session 12. Miscommunication in CMC........................................................................................56
19. Kruger, J., Epley, N., Parker, J., & Ng, Z. W. (2005). Egocentrism over e-mail: Can we
communicate as well as we think? Journal of Personality and Social Psychology, 89(6), 925-936.
https://doi.org/10.1037/0022-3514.89.6.925 (10 pages).............................................................56
20. Roos, C. A., Koudenburg, N., & Postmes, T. (2020). Online social regulation: when everyday
diplomatic skills for harmonious disagreement break down. Journal of Computer-Mediated
Communication, 25(6), 382-401. https://doi.org/10.1093/jcmc/zmaa011 (20 pages).................60
Session 2. Biases in communication: introduction.........................................................................2
, 3
1. Pronin, E., Puccio, C., & Ross, L. (2002). Understanding Misunderstanding: Social Psychological
Perspectives. In T. Gilovich, D. Griffin & D. Kahneman (Eds.), Heuristics and biases: The
psychology of intuitive judgment. (pp. 636 - 665): Cambridge University Press.
https://doi.org/10.1017/CBO9780511808098.038 (30 pages).......................................................2
Session 3. Emotion in communication: introduction......................................................................7
2. Campbell, T., O'Brien, E., Van Boven, L., Schwarz, N., & Ubel, P. (2014). Too much experience:
A desensitization bias in emotional perspective taking. Journal of Personality and Social
Psychology, 106(2), 272. https://doi.org/10.1037/a0035148 (14 pages).......................................7
3. Beukeboom, C. J., & Semin, G. R. (2006). How mood turns on language. Journal of
Experimental Social Psychology, 42(5), 553-566. https://doi.org/10.1016/j.jesp.2005.09.005 (14
pages)...........................................................................................................................................10
Session 4. Stereotypes.................................................................................................................13
4. Burgers, C., & Beukeboom, C. J. (2020). How language contributes to stereotype formation:
Combined effects of label types and negation use in behavior descriptions. Journal of Language
and Social Psychology, 39(4), 438-456. https://doi.org/10.1177/0261927X20933320 (14 pages)
.....................................................................................................................................................13
5. Lev-Ari, S., & Keysar, B. (2010). Why don't we believe non-native speakers? The influence of
accent on credibility. Journal of Experimental Social Psychology, 46(6), 1093-1096.
https://doi.org/10.1016/j.jesp.2010.05.025 (3 pages).................................................................15
Session 5. Emotion in professional settings.................................................................................17
6. Forgas, J. P., & George, J. M. (2001). Affective influences on judgments and behavior in
organizations: An information processing perspective. Organizational behavior and human
decision processes, 86(1), 3-34. https://doi.org/10.1006/obhd.2001.2971 (32 pages)...............17
7. Halperin, E., Porat, R., Tamir, M., & Gross, J. J. (2013). Can emotion regulation change political
attitudes in intractable conflicts? From the laboratory to the field. Psychological Science, 24,
106-11. https://doi.org/10.1177%2F0956797612452572 (6 pages).............................................23
Session 6. Persuasion...................................................................................................................25
8. Forgas, J. P. (2019). Happy believers and sad skeptics? Affective influences on gullibility.
Current Directions in Psychological Science, 28(3), 306-313.
https://doi.org/10.1177/0963721419834543 (7 pages)...............................................................25
9. Roghanizad, M. M., & Bohns, V. K. (2021). Should I Ask Over Zoom, Phone, Email, or In-
Person? Communication Channel and Predicted Versus Actual Compliance. Social Psychological
and Personality Science, 19485506211063259. https://doi.org/10.1177/19485506211063259
(10 pages).....................................................................................................................................27
Session 7. Emotion and Bias in Leadership..................................................................................29
10. Rajah, R., Song, Z., & Arvey, R. D. (2011). Emotionality and leadership: Taking stock of the
past decade of research. The Leadership Quarterly, 22(6), 1107-1119.
http://dx.doi.org/10.1016/j.leaqua.2011.09.006 (10 pages)........................................................29
11. See, K. E., Morrison, E. W., Rothman, N. B., & Soll, J. B. (2011). The detrimental effects of
power on confidence, advice taking, and accuracy. Organizational Behavior and Human Decision
Processes, 116(2), 272-285. https://doi.org/10.1016/j.obhdp.2011.07.006 (12 pages)...............31
Session 9. Emotions in CMC.........................................................................................................34
, 4
13. Byron, K. (2008). Carrying too heavy a load? The communication and miscommunication of
emotion by email. Academy of Management Review, 33(2), 309.
https://doi.org/10.5465/amr.2008.31193163 (16 pages)............................................................34
14. Kingsbury, M., & Coplan, R. J. (2016). RU mad@ me? Social anxiety and interpretation of
ambiguous text messages. Computers in Human Behavior, 54, 368-379.
https://doi.org/10.1016/j.chb.2015.08.032 (12 pages)................................................................38
Session 10. Negotiation...............................................................................................................41
15. Chambers, J. R., & De Dreu, C. K. W. (2014). Egocentrism drives misunderstanding in conflict
and negotiation. Journal of Experimental Social Psychology, 51(0), 15-26.
https://doi.org/10.1016/j.jesp.2013.11.001 (11 pages)...............................................................41
16. Galinsky, A. D., Maddux, W. W., Gilin, D., & White, J. B. (2008). Why it pays to get inside the
head of your opponent: The differential effects of perspective taking and empathy in
negotiations. Psychological science, 19(4), 378-384. https://doi.org/10.1111/j.1467-
9280.2008.02096.x (7 pages).......................................................................................................44
Session 11. Communication bad news.........................................................................................46
17. Seifart, C., Hofmann, M., Bär, T., Riera Knorrenschild, J., Seifart, U., & Rief, W. (2014).
Breaking bad news–what patients want and what they get: evaluating the SPIKES protocol in
Germany. Annals of Oncology, 25(3), 707-711. https://doi.org/10.1093/annonc/mdt582 (5
pages)...........................................................................................................................................46
18. Sussman, S. W., & Sproull, L. (1999). Straight talk: Delivering bad news through electronic
communication. Information Systems Research, 10(2), 150-166.
http://dx.doi.org/10.1287/isre.10.2.150 (15 pages).....................................................................48
Session 12. Miscommunication in CMC.......................................................................................52
19. Kruger, J., Epley, N., Parker, J., & Ng, Z. W. (2005). Egocentrism over e-mail: Can we
communicate as well as we think? Journal of Personality and Social Psychology, 89(6), 925-936.
https://doi.org/10.1037/0022-3514.89.6.925 (10 pages)............................................................52
20. Roos, C. A., Koudenburg, N., & Postmes, T. (2020). Online social regulation: when everyday
diplomatic skills for harmonious disagreement break down. Journal of Computer-Mediated
Communication, 25(6), 382-401. https://doi.org/10.1093/jcmc/zmaa011 (20 pages).................56
, 5
Session 2. Biases in communication: introduction
1. Pronin, E., Puccio, C., & Ross, L. (2002). Understanding Misunderstanding:
Social Psychological Perspectives. In T. Gilovich, D. Griffin & D. Kahneman (Eds.),
Heuristics and biases: The psychology of intuitive judgment. (pp. 636 - 665):
Cambridge University Press. https://doi.org/10.1017/CBO9780511808098.038 (30
pages)
Biases that distort human judgment. This article: explore some of the consequences of such biases.
Biases contribute to conflict 1. People think and feel differently about issues (frustration). 2.
Interpret and misinterpret each other’s words and deeds.
Noting some cognitive and motivational biases:
From intrapersonal biases to interpersonal conflict
Inter: involve interaction and relationships between people. Intra: describe things that relate to an
individual's self or that occur within a person's mind
Even when people attend to the facts and arguments of the ‘other side’, their opinions become even
more polarized. people accept arguments/ evidence within their interests and beliefs, while
critical about arguments that threaten those beliefs.
But intergroup enmity can also arise from availability and representativeness biases.
Our media-based notions of what a person (e.g. homophobe) looks and acts like, helps determine
which claims about a particular group member we find credible and noncredible.
Dissonance research highlighted the barriers to rational judgment and ‘ geschillenbeslechtiging’
that are created by prior commitment, personal sacrifice, and perseverance.
people readily recognize biases in others that they do not recognize in themselves, and as a
result, they make overly negative attributions about others whose views and self-interested
motives seem ‘ conveniently’ congruent.
Psychological reactance also a bias. Particular reactive devaluation whereby potential
compromise offers become less attractive as a consequence of the fact that they have been offered
(by someone, at a specific time, etc.) (e.g. peace proposals where purported (beweerde) authorship
mattered more than the actual authorship and content).
Prospect Theory deals with suspect (verdachte) decisions and preference choices, that arise from
the way people deal with potential gains versus losses. Important in negotiation. (for some
individuals, the pain from losing $1,000 could only be compensated by the pleasure of earning
$2,000) loss and gain perspectives in an asymmetric manner.
In conflicts reluctance to trade concessions + willingness to take foolish risks in order to avoid
certain losses + refusal to take sensible risks in order to achieve prospective gains.
And, the adversaries in question are inclined to defend their own prudence (voorzichtigheid) even
while making harsh attributions about their adversaries’ intransigence (onverzettelijkheid).
