Communication in Organizations summary
Henk T. Van der Molen and Yvonne H. Gramsbergen-Hoogland (2nd
edition)
Collegejaar 2021-2022
Radboud University
Chapter 1 – Regulating Skills
Regulating skills = protect the order and clarity of the conversation
Goal evaluation: we assume that conversations are based on a goal
- Goal evaluating questions: refer to the goal that was set, what happened in
the meantime, and what needs to be discussed now? At the end: summarize
arrangements
Closing the conversation: make time available known at beginning of conversation
Chapter 2 – Listening skills
Non-selective listening skills: you unconsciously select what you think is important
- Nonverbal behavior
o Facial expression
o Eye contact
o Body posture
o Encouraging gestures: nodding, making supportive gestures
- Minimal encourages
Selective listening skills: to find out and select certain aspects that he finds
important
- Asking questions
- Paraphrasing of content
- Reflection of feelings
- Concreteness
- Summarizing
Listening = the forgotten skill
let your partner know that he’s being listened to: stimulating for partner + avoid
problems
Verbal following = the comments you make should be in line with what the
speaker is saying and that you do not start any new subjects
Minimal encourages = short verbal reactions intended to stimulate the
speaker to talk by showing him that he is being listened to
Selective listening skills
o You give certain aspects of the speaker’s conversation more attention
than others
o Immediate reaction and choice of subthemes
Asking questions = problem clarification
o Open-ended questions
o Closed (directing) questions: yes or no + suggestive (stem from
preconceived ideas), but useful when you want to look for
factual/specific info
o Why question: can be threatening when placed at the beginning of
convo (speakers feel that they have to justify their actions to the
listener
When to ask open-ended or closed questions
, depends on the goal you have in mind
- Open-ended when: you want to give speakers space to express their views in
their own way
- Closed-questions when: you want to find out something specific or more in-
depth info
Paraphrasing of content
briefly stating in your own words what the speaker has said
- Check if you understood everything correctly
- Speaker experiences understanding
- Don’t confuse your own opinions
- Phrase in a questioning way
Reflection of feelings
statements in the interviewer’s own words that encapsulate and re-present the
essence of the interviewee’s previous message
1. Notice their feelings
2. Controlling (if you have estimated the feelings of the speaker correctly)
3. Recognition of feelings and sensitivity to moods be on the same
wavelength
a. Single feelings: positive or negative
b. Complex feelings: confusing, arise during emotional situations
Concreteness
let speakers tell their story as concretely and precisely as possible
Summarizing
give structure to the conversation by order the main points
- First parts lies on the contents (cognitive)
- Second part lies with aspects of feeling
- Summarizing covers a longer time span in the conversation
- Voice should go up at the end (in statement your voice goes down)
- Check if you understood speaker
- Order different subthemes and vocalize them
Chapter 3
Regulating skills = guard the useful progress of the conversation
Listening skills = let the other person know as crearly as possible that you’re
listening
Sender skills: initiative
- Giving information
o Structure: clarity and orderliness of an amount of info
o Simplicity of style: short sentences, known words, clear wording, calm
tempo
o Conciseness: thoroughness, conclusiveness, succinctness
o Attractiveness: ways to enliven the content of conversation & ways to
strengthen the relationship between speaker and partner
- Making requests and giving instructions
o Difficulties: lack of courage, negative expectations, lack of skill
o Consider in advance what request you want to make
o Choose a good moment
o Know that you want to ask something and express your request
Subassertive: timid, shy, self-concious
Aggressive: standing up for yourself, but in an irritating way
Henk T. Van der Molen and Yvonne H. Gramsbergen-Hoogland (2nd
edition)
Collegejaar 2021-2022
Radboud University
Chapter 1 – Regulating Skills
Regulating skills = protect the order and clarity of the conversation
Goal evaluation: we assume that conversations are based on a goal
- Goal evaluating questions: refer to the goal that was set, what happened in
the meantime, and what needs to be discussed now? At the end: summarize
arrangements
Closing the conversation: make time available known at beginning of conversation
Chapter 2 – Listening skills
Non-selective listening skills: you unconsciously select what you think is important
- Nonverbal behavior
o Facial expression
o Eye contact
o Body posture
o Encouraging gestures: nodding, making supportive gestures
- Minimal encourages
Selective listening skills: to find out and select certain aspects that he finds
important
- Asking questions
- Paraphrasing of content
- Reflection of feelings
- Concreteness
- Summarizing
Listening = the forgotten skill
let your partner know that he’s being listened to: stimulating for partner + avoid
problems
Verbal following = the comments you make should be in line with what the
speaker is saying and that you do not start any new subjects
Minimal encourages = short verbal reactions intended to stimulate the
speaker to talk by showing him that he is being listened to
Selective listening skills
o You give certain aspects of the speaker’s conversation more attention
than others
o Immediate reaction and choice of subthemes
Asking questions = problem clarification
o Open-ended questions
o Closed (directing) questions: yes or no + suggestive (stem from
preconceived ideas), but useful when you want to look for
factual/specific info
o Why question: can be threatening when placed at the beginning of
convo (speakers feel that they have to justify their actions to the
listener
When to ask open-ended or closed questions
, depends on the goal you have in mind
- Open-ended when: you want to give speakers space to express their views in
their own way
- Closed-questions when: you want to find out something specific or more in-
depth info
Paraphrasing of content
briefly stating in your own words what the speaker has said
- Check if you understood everything correctly
- Speaker experiences understanding
- Don’t confuse your own opinions
- Phrase in a questioning way
Reflection of feelings
statements in the interviewer’s own words that encapsulate and re-present the
essence of the interviewee’s previous message
1. Notice their feelings
2. Controlling (if you have estimated the feelings of the speaker correctly)
3. Recognition of feelings and sensitivity to moods be on the same
wavelength
a. Single feelings: positive or negative
b. Complex feelings: confusing, arise during emotional situations
Concreteness
let speakers tell their story as concretely and precisely as possible
Summarizing
give structure to the conversation by order the main points
- First parts lies on the contents (cognitive)
- Second part lies with aspects of feeling
- Summarizing covers a longer time span in the conversation
- Voice should go up at the end (in statement your voice goes down)
- Check if you understood speaker
- Order different subthemes and vocalize them
Chapter 3
Regulating skills = guard the useful progress of the conversation
Listening skills = let the other person know as crearly as possible that you’re
listening
Sender skills: initiative
- Giving information
o Structure: clarity and orderliness of an amount of info
o Simplicity of style: short sentences, known words, clear wording, calm
tempo
o Conciseness: thoroughness, conclusiveness, succinctness
o Attractiveness: ways to enliven the content of conversation & ways to
strengthen the relationship between speaker and partner
- Making requests and giving instructions
o Difficulties: lack of courage, negative expectations, lack of skill
o Consider in advance what request you want to make
o Choose a good moment
o Know that you want to ask something and express your request
Subassertive: timid, shy, self-concious
Aggressive: standing up for yourself, but in an irritating way
