Communication Skills for Community College Students

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Learning Objectives

At the end of this chapter, you should be able to meet the following objectives:

1.   Understand the importance of communication.

2.   Explain the elements that make up the communication process.

3.   Explain how noise can interfere with effective communication.

4.   Describe how five communication principles influence interpersonal relationships.

5.   Recognize the impact of technology on communication.

Communication—the human connection—is the key to personal and career success.

Paul J. Meyer

Communication Is Important

Bridget had recently graduated from a community college as a veterinary technician and was working in a local animal hospital. Although Bridget’s technical skills were on a par with her coworkers, the hospital’s administrator noticed something special about Bridget. She was both warm and friendly, greeting customers and their pets with a welcoming smile. After escorting patients and owners to one of the exam rooms, she stated that the doctor would be in soon. In the meantime, she explained the need to ask some questions of the owners about their pets while she typed the information into the computer. She then weighed the animals and reassured their owners that their pets would receive the best care possible. In situations where owners were particularly distressed about their pets’ conditions, Bridget was an empathic listener, responding with support and understanding. It was not uncommon for owners to commend Bridget on her ability to make both them and their pets comfortable. As you can see, Bridget’s technical abilities are just a part of what makes her a competent employee. Perhaps equally important are her strong interpersonal skills that enable her to connect and establish rapport with those she serves.

In the career for which you are preparing, you will likely find your ability to communicate effectively with customers, coworkers, bosses and subordinates to be the determining factor in your success and satisfaction in the workplace. However, your communication skills can offer a variety of other benefits as well. Among those are the ones discussed by Rose Johnson in her article, What Are the Benefits of Effective Communication in the Workplace? Johnson identifies four areas in which workplace communication is important: diversity, global business, team building, and morale.

Regarding diversity, Johnson points out that good communication minimizes barriers that result from language and cultural differences, causing productivity to increase, errors to decrease, and operations to run smoother. Johnson explains that with global business on a continual rise, Companies that prepare workers to excel with verbal and nonverbal communication skills find it easier to enter into global marketplaces than companies that do not prepare their employees. Effective communication is important for businesses looking to expand beyond their domestic borders. (Johnson, 2013, p. 1)

Figure 1.1 Workplace Team Building

1.1 Image courtesy of Ambro at FreeDigitalPhotos.net #10066535

Since teamwork is essential in workplace operations, Johnson states, Effective communication in the workplace helps employees and managers form highly efficient teams. Employees are able to trust each other and management. Effective communication reduces unnecessary competition within departments and helps employees work together harmoniously. The result of a team that works together is high productivity, integrity, and responsibility. Employees know their roles on the team and know they are valued. Managers are able to correct employees’ mistakes without creating a hostile work environment. A manager who openly communicates with subordinates can foster positive relationships that benefit the company as a whole. (Johnson, 2013, p. 1)

Finally, when employees experience open lines of communication among one another, morale is improved. Individuals are able to build trust, resolve conflicts effectively, voice opinions openly and freely, and enjoy a sense of connection that improves productivity.

You can also explore specific careers, such as law enforcement, to discover the importance of effective communication skills. According to the National Coalition Building Institute, an international and non-profit leadership training organization based in Washington, DC, Most situations in protective services are resolved with voluntary compliance. Communication skills are one of the officer’s most important weapons on the street. While many hours of instruction are provided on firearms, most officers will use their firearms infrequently throughout their careers. In contrast, effective communication skills are essential on a daily basis. (NCBI, n.d., p. 2)

Nursing is another field that places emphasis on the importance of effective communication. Randy, an intensive care unit nurse, recently got a chance to use his communication skills when Jose, a hospital patient, was transferred to the ICU unit following complications after a routine surgery. Maria, Jose’s wife, was extremely anxious about Jose’s condition and did not understand much of what was going on in the unit. Finally, Maria had an opportunity to speak with Randy about her questions, concerns, and fears. Randy sat with Maria for some time, patiently listening as she spoke through tears. Randy was able to provide clearer information about Jose’s care, answer Maria’s questions, and offer a supportive touch that seemed to affirm that everything would be all right.

It is safe to assume that these skills required in nursing and law enforcement are also demanded in other occupational areas. The significance of these skills is discussed in an article entitled Behavior Matters: Communication Research on Human Connections. The article states that communication is what needs improvement when relationships go poorly, when organizations struggle, or when nations are at an impasse. It is suspect when bad decisions are made, whether communication processes are faulty or not (NCA, n.d., p. 3). On the other hand, the ability to communicate enhances your development, strengthens your self-concept, and increases your ability to influence others. Effective communication makes employment possible, builds stronger relationships with coworkers from diverse backgrounds, and enhances your problem-solving skills.

Development of the skills required for effective communication is what this text is all about. As you read the material that follows, both in this chapter and in upcoming chapters, you will discover information and strategies that will enhance your communication with others. These skills offer you opportunities for enjoying greater career satisfaction and rewarding personal relationships.

Communication Defined

What is communication? This is the first question to consider before you undertake the study of it. Obviously, communication means different things to different people. To a student in class, it is a means of learning new concepts and skills. To an employee, it is a way of making sure that the job gets done. To those who love us, it is a way of maintaining those relationships. To friends and coworkers, it is the tool that helps us to get along.

If communication is defined as the process of sending and receiving messages, misunderstandings can occur. For example, when a customer explains a problem to an automotive service technician about the exhaust system of a car, a message has been sent and presumably received. What if the language used, however, is not clear? Suppose the customer says, Every time I’m driving, my car makes funny noises, and smoke comes pouring out of the back end. A message has been sent, and the technician has received it. Communication, as defined above, has taken place. However, the technician still does not know what is wrong with the car or how the customer wants the problem fixed.

This situation suggests that more has to happen for communication to be effective. For one thing, the customer needs to be more specific in describing the problem. The technician needs to listen carefully and ask clarifying questions. The goal of effective communication is to achieve shared understanding. Consequently, a more accurate definition of communication might be as follows: Communication is the process of creating a shared understanding between the sender and the receiver.

In addition, this process of communication involves more than just understanding the information. It involves the shared understanding of the feelings, thoughts, wants, needs, and intentions of the communicators, which may not be expressed openly in words. Note that shared understanding and receiving the message are different. For example, you may get the message that your boss wants customer accounts recorded a particular way, but you may not share her understanding of why or how important this procedure is in the office. When you share her understanding of the message, you sense her meaning and the feelings she has about the message.

Communication Process Model

One way to see how communication works is to examine a process model. A process model for communication is much like an assembly drawing for a mechanism. They both show the internal workings of a complex process in a simplified way. A communication process model breaks down communication into its separate parts and puts it onto a two-dimensional surface for inspection. An interpersonal model of effective communication might look like figure 1.3.

Figure 1.2 Communication Process Model

Source: Authors

Sender/Receiver: For communication to occur, both a sender and a receiver are required. The sender is the source of the message, and the receiver is the listener who acquires the message. It is also important to keep in mind that you send and receive messages simultaneously. For example, while you are speaking to someone, you also are receiving nonverbal feedback.

Encoding: Encoding occurs when the sender changes thoughts and feelings into symbols. These symbols can be verbal as well as nonverbal.

Decoding: The receiver, who is the destination of the communication message, must assign meaning to the symbols in order to understand the message. This process of assigning meaning to symbols is called decoding. Like encoding, decoding happens so fast, you rarely are aware of its occurrence. As you read and listen, you simply assume you understand what the symbols mean. Each person, sender and receiver, is influenced by personal experiences, feelings, gender, occupation, religion, values, mood, and so on. As a result, encoding and decoding are unique for each person. For instance, you could tell a coworker that your new programming job has great benefits and mean you are satisfied because you get a three-week paid vacation. Your coworker may think that you mean you have family insurance coverage.

Message: The message contains the information to be communicated, including thoughts and feelings. Sometimes the message is clear and direct, such as, Please help me download that file. Other times the message is unclear, as when a job interviewer says, We’ll keep your application on file. Does this comment mean you will be called for the next vacancy, or is this remark a polite way of saying you are not qualified, and you will never hear from the employer again? In addition, you are sending several messages simultaneously. Along with the actual content of a message, nonverbally you may be sharing a feeling or defining how you see your relationship with the other person.

Channel: The channel is the medium through which the message travels from sender to receiver. In face-to-face communication, messages are carried by sound and light waves. Though you use sound and light primarily, people can and do use any sensory channel. How a person smells communicates, as does how firmly a person shakes hands. In addition, communication technology requires you to communicate in a variety of ways. Emailing, texting, and social networking are all channels that help you stay connected.

Feedback: Feedback is the receiver’s response to the message and indicates how the message is seen, heard and understood, and often how the receiver feels about the message and/or the sender. In the case of oral communication, effective feedback comes after careful listening. Most students and employees spend more time listening than reading, writing, or speaking. Communication experts, in general, estimate that you spend close to fifty percent of your day listening.

Part of a listener’s responsibility is to provide feedback, making communication a two-person affair. Equally important, senders must seek out and attend to the feedback that is offered by their receivers. In interpersonal relationships where understanding is the goal, you will want to solicit and use as much feedback as possible. In short, feedback is the primary means of increasing personal awareness and establishing a shared understanding.

On the surface, the communication process may seem simple and straightforward. You need a sender, a message, a channel, and a receiver. However, this process can be affected by a number of factors that make understanding difficult, if not seemingly impossible. Internal, external, and semantic noise can contribute to communication breakdowns.

Internal Noise: While you may think of noise as an environmental distraction, it can also occur inside of both the sender and the receiver. Stop and think for a moment about your own personal barriers. The beliefs you hold, the values you cherish, and the assumptions you make influence how you send and receive messages. Let’s say, for example, that you believe in gender equality in the workplace and that your supervisor has a different point of view. Chances are you may have a hard time convincing this supervisor that both genders are equally capable of performing their tasks well. It may even be that one gender or the other is denied advancement opportunities because of the supervisor’s position.

Consider a conversation over lunch in which a coworker expresses his or her values about gay rights. If your values are unlike the coworker’s, you could have a hard time even hearing the coworker out. Faulty assumptions can also be the basis for misunderstandings. An abrupt comment from your boss might be interpreted to mean he or she is upset with you. A significant other who breaks a date at the last minute might have you wondering if the relationship is in trouble. While making these assumptions is perfectly normal, believing them to be true can result in unnecessary concern or anxiety.

In addition, when your beliefs and values are in conflict with those of others or when you make faulty assumptions, emotions can surface and present another form of internal noise. When listening to a powerful motivational speaker or a skillful persuader, for example, audience members may become overly enthusiastic. Such reactions can short-circuit reasoning and prevent the listeners from receiving the information objectively.

On the other hand, hostile or defensive responses can occur when speakers present disagreeable or offensive topics. As a result, listeners may block out incoming messages, plan a response to the attack, or distort what is being said. In addition, trigger words or hot buttons can evoke strong emotional responses in the listener, although reactions to these words vary from person to person. Emotional words for some may include political labels, profanities, ethnic slurs, or stereotypes. Being aware of terms, phrases, or topics that create an emotional response in both you and the people with whom you interact is a necessary first step in overcoming this barrier. Recognize that people have different views of the world and that these differences can enrich relationships. Adopting a curiosity about other viewpoints and why they exist will also be helpful.

Figure 1.3 Internal Noise

1.3 Image courtesy of Stuart Miles at FreeDigitalPhotos.net #10054898

Another type of internal noise can occur in the form of defensiveness. The tendency to misinterpret another’s comments as a personal attack when that was not the intention is typical of defensiveness. For example, to make conversation, you might ask if a coworker has heard about the missing equipment in the storage room; the coworker might assume that you are making an accusation of theft and react defensively. As another example, an employer might mention that some employees are not working to their full capacity. Some of the employees may assume that the employer is talking about them. Defensiveness can be minimized by developing an accurate self-concept, by checking possible interpretations with the speaker, and by sharing thoughts and feelings honestly.

External Noise: External noise occurs outside of both sender and receiver. Maybe you work in a busy retail setting where background music and talkative customers compete for your attention while you’re answering the phone. Sitting in a classroom lecture when construction work is taking place right outside the window could make it hard for you to hear. Trying to talk to your date at a wedding reception where a few hundred people are conversing at nearby tables might make it difficult to understand one another. Unlike internal noise, external noise may be easier to control by moving to a quieter location or closing a window. However, in other instances, you may be required to speak and listen as best you can in spite of the distractions. Technology also gives rise to various forms of external noise. When the battery is running low on your mobile device, for instance, you may experience difficulty completing a conversation with a friend; network problems might bring a halt to a video conference; a mechanical error in your car’s CD player could make it impossible for you to listen to your favorite recording artist. Examples such as these often require professional assistance and patience on your part while you wait for the problems to be resolved.

Semantic Noise: Semantic noise, the third type of noise, occurs when the receiver of a message doesn’t understand a word or gesture used by the sender or has a different meaning for the word or gesture. This type of barrier can be particularly apparent when you converse with people from diverse cultures. When an East Indian coworker, for example, talks about garden eggs and blowers, would you have any clue that this worker was referring to eggplants and windbreaker jackets? Also, be careful with the gestures you choose when communicating in a cross-cultural setting. To you, the V sign may signal victory, but someone from a different culture may see it as a symbol of profanity.

Semantic noise is also evident when technicians use jargon with laypersons.

Information systems personnel may use acronyms like OLAP (online analytical processing) or NTFS (new technology file system) that leave unfamiliar listeners totally clueless. In addition, when a supervisor tells you to complete the semi-annual inventory report ASAP, does the supervisor mean drop whatever you’re doing, or make this report next in line?

Describing the kinds of noise that interrupt communication is one thing; figuring out what to do about these noises is more difficult. One strategy for reducing internal noise is to stay focused on the message by increasing your concentration. In addition, being aware of the topics and words that arouse strong emotions is another important step. With external noise, you need to eliminate distractions by tuning them out, asking others to speak up, or changing locations. Finally, to reduce semantic noise, you must be aware that people often have different meanings for the same words. Ask questions and paraphrase to clarify meanings and confirm understanding.

Communication Principles

If you think about the career for which you are preparing, you will probably agree that most careers operate on the basis of certain fundamental principles. Accountants, for instance, balance books, prepare tax documents, and compute payroll by following established accounting principles. Engineers design products and processes, troubleshoot systems, and test new materials using scientific principles. Nurses adhere to ethical principles by treating patients with dignity and respect, being honest and trustworthy in their professional relationships, and maintaining patient confidentiality. Since communication skills are an integral part of your career, these skills are based upon a set of principles as well. Let’s examine some of them.

Communication occurs within a context. Stop and think for a moment about when, where, why, and with whom you communicate. These factors form the context of your communication with others. Picture this scenario: It is eight o’clock in the morning, and you’ve had barely four hours of sleep due to a second-shift job (when). You’re sitting in a hot, stuffy classroom (where) listening to an economics lecture on supply and demand (why) delivered by an instructor (who) with a monotone delivery that makes it difficult for you to keep your eyes open. Your experience in this instance is likely to be much different than if it were lunch time (when) in the campus cafeteria (where), and you were having a lively discussion about an upcoming Super Bowl (why) with a group of close friends (who).

Based upon this comparison, you can see how the time of day, the location and purpose of the interaction, and the nature of the relationship all influence the kind of communication that occurs. Being tired, uncomfortable, and bored in the economics classroom, you may not feel inclined to be an active participant. Talking with your friends, on the other hand, in a laid-back setting about a favorite topic will probably stimulate an engaging conversation. These two examples reveal that your communication with others is influenced by the following contexts:

Chronological Context: This context represents the time at which communication occurs. The examples above referred to time of day, but other chronological frameworks can be just as significant. Consider the days of the week, the seasons of the year, and the sequence of events. These factors can also exert a powerful influence on your interaction with others.

Physical Context: This context refers to the location or setting of your communication. In addition, the location influences the way you send and receive messages. For example, your communication will be different if you are in a classroom, an office cubicle, a posh restaurant, or a neighborhood bar.

Figure 1.4 Physical Context

1.4 Image courtesy of Sura Nualpradid at FreeDigitalPhotos.net #10053682

Functional Context: This context reflects the purpose of the communication. You communicate to fulfill practical needs such as securing a job, renting an apartment, and maintaining your health and safety. You also communicate to satisfy social needs. As a human being, you desire to establish connections with others. Building these ties contributes to your sense of belonging and well-being. Finally, you communicate to facilitate decision-making. Generally, the more information you receive, the better decisions you make. These decisions can range from deciding how to dress for the weather to what job to take, where to live, and whom to marry.

Figure 1.5 Relational Context

1.5 Image courtesy of africa at FreeDigitalPhotos.net #10035766

Relational Context: This context is determined by the person or persons with whom you are communicating and the type of relationship you have with these individuals. Obviously, what you say and how you say it will change depending upon whether you are talking to your spouse, a total stranger, your boss, or a prospective date.

Cultural Context: Finally, this context reflects diversity factors that influence interpersonal relationships. They include race, ethnicity, gender, age, sexual preference, disabilities and so on. As an example, imagine that you are communicating with someone from a different culture. This individual may prefer to stand closer and establish more eye contact than you find comfortable. Maybe your coworker is more relaxed about time, a perspective that you find annoying when there is work to be done. In addition, cultural context can include corporate culture—the way employees view their place of employment. In some companies, for instance, employees may feel comfortable approaching their supervisor who has an open door policy. These employees may be encouraged to contribute new ideas, participate in decision-making, and further their education. In contrast, other companies may discourage involvement, preferring that employees punch in, do their jobs, and punch out. Obviously corporate culture is a significant influence in determining productivity, morale, and personal satisfaction.

Figure 1.6 Cultural Context

1.6 Image courtesy of Ambro at FreeDigitalPhotos.net # 10066542

Communication is unavoidable. Try to stop communicating. What would you do? Leave? Sleep? Go into a corner with your mobile communication device? If nothing else, you would communicate a desire not to communicate. Although you may associate communication with the spoken word, nonverbal cues can be just as powerful when it comes to sending and receiving information.

John Francis, Ph.D., and author of the books Planetwalker: 22 Years of Walking; 17 Years of Silence and The Ragged Edge of Silence: Finding Peace in a Noisy World, is a testimony to the power of unspoken communication in your relationships. A social activist, particularly concerned about the environment, Francis began walking as his primary means of transportation and later took a vow of silence that lasted seventeen years. Both of his decisions were forms of protest against pollution. His silence lasted seventeen years during which time he earned both a masters and doctorate degree. During this period, he used sign language, notes, and a banjo to communicate.

Figure 1.7 John Francis, Ph.D.

1.7 Google Images with permission from John Francis

Communication occurs at different levels. Stop and think for a moment about the ways you talk to those with whom you live, work, and socialize. A bit of reflection will probably convince you that the nature and depth of your communication occurs on a variety of levels. The intimate sharing of feelings, hopes, and fears that you may do with family members and close friends is likely to be very different from the conversations you have with fellow-employees or casual acquaintances.

It is important to remember that because no two of your relationships with others is exactly alike, the levels at which you communicate are going to be different as well. Below are four levels that you may have experienced in your communication.

Small Talk: This level of conversation enables you to establish contact with others and build rapport. Greeting a fellow-classmate in the hall, talking with an acquaintance about the weather, or introducing yourself to someone you don’t know at a party can all be considered small talk. The content is not as important as the interpersonal contact this type of conversation provides. In some cases, your communication with others will never go beyond this level. In other instances, small talk serves as an ice-breaker, leading to more substantive content as the relationship develops.

Information Talk: This level of conversation occurs after you have gotten to know someone and feel more comfortable sharing information. The type of information shared can include hobbies and interests, likes and dislikes, personal preferences and so on. In a workplace setting, coworkers use information to get their jobs done. Whether an automotive service writer explains to a technician what repairs need to be performed on a vehicle or a team of marketing assistants strategize an ad campaign, both are using information to accomplish their objective.

Opinion Talk: This level of communication is somewhat riskier than the other two levels already described. At this point, you are willing to let others know what you think about various subjects.

Coworkers voicing political viewpoints over lunch, classmates telling each other the perspectives they have on school grading policies, and friends critiquing the latest release of a new interactive video game are all engaging in opinion talk. Whenever you share your opinions, you open yourself to criticism from others. In addition, the disagreement that arises from differences of opinion can escalate into conflicts. Quite often the basis of those conflicts involves attempts to convince someone that your viewpoint is the right one. If you recognize that opinions simply represent personal perspectives, all of which are subject to error, you may be less inclined to engage in pointless argumentation.

Figure 1.8 The Blind Men and the Elephant

1.8 Image courtesy of bplanet at FreeDigitalPhotos.net # 100127434

An ancient parable from India called The Blind Men and the Elephant illustrates the limitations of personal perspectives or viewpoints. According to this parable, six blind men are feeling an elephant from different vantage points. One man is feeling the trunk; another is feeling the tail, and so on. As you can imagine, the men describe the appearance of the elephant in very different ways. However, all of these men are seeing only the parts and not the whole. As a result, none of the men has an accurate perception of the elephant. To read the parable in full, you can go to the following web site: http://wordinfo.info/Blind-Men-and-Elephant-crop.htm.

Feelings Talk: This level of communication is frequently the most challenging of all because when you share feelings with others, you expose parts of your innermost selves. Such exposure can make you feel vulnerable or subject to hurt, criticism, and ridicule. Think of the difficulty you may experience when you risk expressing any of the following: I’m angry about that; I love you; I’m feeling afraid." However, taking the risk to share your feelings has some significant benefits as well. Sharing feelings with family and friends promotes understanding, empathy, and acceptance. In addition, researchers have documented a variety of health benefits as well, including stress reduction and lower blood pressure.

Failure to express feelings, on the other hand, can have serious consequences. An article published by Bringham Young University-Idaho cites James Pennebaker from his book Opening Up: The Healing Power of Expressing Emotions (2012). Pennebaker states, Actively holding back our emotions is hard work and taxes the body’s defenses. This may negatively affect the functioning of the immune system, the heart and vascular systems, and even the brain and nervous systems. This translates into greater risk for disease. (Expressing feelings, 2012, p. 1)

Pennebaker continues, On the other hand, both short-and long-term health benefits may derive from confronting and expressing our deepest thoughts and feelings. In addition to health benefits, expressing our feelings can have a positive influence on our values, our thoughts, and the way we feel about ourselves. Opening up occurs more naturally when we have a relationship in which we feel safe to talk. Talking to others about the things that upset us helps us to express our emotions. In the process, we gain insight into our life experiences and learn more about ourselves. This knowledge helps us to put difficult experiences behind us. (Expressing feelings, 2012. p. 1)

Communication requires ethical choices. Of all of the freedoms you possess as Americans, perhaps one that you value most is the right to free speech. You only need to turn on the radio or television, at any time of the day or night, to discover an endless variety of talk shows ranging from the latest Hollywood gossip to projections about the state of the economy. However, from an ethical standpoint, freedom of speech does not mean that you have the right to say anything you please. Certainly, what you say can nurture others, resolve misunderstandings, and create intimacy. On the other hand, your words can strain relationships, destroy trust, or land you in jail. In other words, your communication choices carry with them a certain responsibility. Consider, for example, companies that falsely advertise about their products.

The Huffington Post cited 24/7Wall St. as reporting some of the most misleading product claims. Diamond Foods, for one, was sued after it claimed its walnuts have heart benefits without having supporting evidence. General Mills’ Fruit Roll-Ups had pictures of strawberries and other fruits on the box, yet the product is made with pear concentrate, and with no strawberries of any kind. (Sauter, Weigley, Hess, 2013, p. 1)

Another example includes the Environmental Protection Agency publicly claiming, that Hyundai and Kia, sister South Korean automakers, misrepresented the fuel efficiency of several of their models and required the company to change its advertising (Sauter, Weigley, Hess, 2013, p. 1).

Figure 1.9 False Advertising

1.9 Image courtesy of Stuart Miles at FreeDigitalPhotos.net #100207210

In addition, you need only read the daily newspaper or listen to the nightly news to learn about political figures who lose credibility with their constituents all because of a thoughtless remark. Even formal apologies fail to repair the damage that has already been done.

On a smaller scale, you can find incidents of plagiarism on college campuses when students neglect to give credit to authoritative sources used for class assignments. Penalties for such careless use of speech can range from failing a course to being expelled from school.

In the workplace, unethical communication can occur when employees falsify records, make inaccurate claims about products or services, withhold information that jeopardizes safety, or engage in some form of harassment.

Communication has its limitations. This final principle acknowledges that communication cannot solve all of your interpersonal problems. While becoming an effective communicator can greatly enhance your relationships with family, friends, and coworkers, the complexity of human nature demands many other skills to make relationships work. These skills require you to be committed, flexible, open to change, willing to adjust, forgiving, and the list could go on and on.

In addition, factors such as day-to-day stresses, psychological problems, substance abuse, or financial strains can threaten the stability of your relationships at home, work, or school. Many times these problems cannot be resolved only by talking them out. They may call for major behavioral and attitudinal shifts, along with professional intervention. Aside from communication, successful relationships are based on love, respect, acceptance, and commitment to weather the ups and downs that are part of any ongoing relationship.

Figure 1.10 Conflict

1.10 Image courtesy of artur84 at FreeDigitalPhotos.net #100160815

Apart from your personal life, relationships in the workplace can be just as demanding. Working with a difficult boss, coworker, or customer can create stresses that require you to develop a host of coping skills that do not solely include communication. For example, you may work with individuals who have argumentative personalities, critical natures, or unpleasant dispositions. While you can use your most effective communication skills, you may also need to accept these individuals just as they are. In addition, you may opt to avoid contact with those you find difficult, if that is possible, or change your own attitudes when you are with those persons.

On a larger scale, you need only look at the problems faced by nations who are attempting to live in harmony with one another in the global community. Peace summits, cease-fire talks, and international accords seem never-ending, and yet unrest and hostility still exist among nations. Communication alone is not likely to resolve deeply ingrained differences that are the result of religion, values, or idealistic views.

Communication and Technology

You don’t have to look very far to recognize how commonplace the use of technology is when individuals want to connect with one another. You can observe people at the health club texting between sets during their workouts, shoppers in supermarkets talking on their iPhones while they push their grocery carts, and gamers spending hours in front of a device whenever they have a free moment. Apart from these scenarios, education provides fertile ground for digital use among college students. Educational technologies open up classroom instruction in interesting ways that traditional books and pencils can’t. College students today have grown up using tech tools like mobile phones and spend their free time playing video games or Skyping with friends. Modern instructional technology meets students where they’re at by introducing these same technologies into the classroom to augment instruction and strengthen student engagement. (Nallion, 2013, p. 2)

"Learning in virtual worlds like Linden Lab’s Second Life (secondlife.com) represents one of the most interesting and innovative ways that instructors use technology in the classroom. Depending upon how an instructor sets up a class, part or all of the class will center around instruction that takes place in the virtual world. For example, in Second Life, users create virtual reality avatars of themselves. They then can use their online counterparts to interact with people around the world, buy items and