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Interpersonal Communication & Emotion

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Huda Biuk

on 27 May 2014

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Transcript of Interpersonal Communication & Emotion

Interpersonal Communication & Emotion
Group 2 - Chao, Huda, Yanyan, Yuan

Organizational researchers have increasingly paid attention to the experience and expression of
in the workplace.
Research Overview
Caregivers, are responsible for providing for the physical and psychological needs of their patients.
Caregivers are required to be adept at highly specialized communication skills.
Caregivers are expected to:
understand clients through listening, interpreting & reflecting clients' thoughts/feelings
provide support and crisis intervention
assist clients in problem solving, decision-making
Caregiver emotions are treated as a commodity to be
human-service caregivers perform '
emotion work
' - - where they experience genuine emotions, both positive and negative, that arise from long-term relationships with clients.
(Miller 2002, 2007; Miller & Koesten 2008)
Empirical Study
'Extending the Empathic Communication Model of Burnout'
(Snyder, J. L, 2012)
(ECM) Empathic Communication Model
(Miller, Stiff, & Ellis 1988)
argues that a caregiver's inability to appropriately respond to client distress can lead to the experience of job burnout.
The research's main aim was to asses a number of variables from the ECM, as well as additional, individual differences in order to develop a cohesive measurement of caregiver communicative responsiveness in the workplace.
* Job Burnout
: a form of stress that is experienced when employees fail to meet the demands of their jobs over a long period

(Golembiewski, Munzenrider & Stevenson, 1986; Marin & Ramirez, 2005)
THREE dimensions of burnout
1)emotional exhaustion
2) depersonalization
3) Reduced personal accomplishment
1. Self-Monitoring
* the ability to regulate the presentation of the self
Two Types of information that people process
- info derived from situation and interpersonal cues
- one own internal states, attitudes dispositions
(AMSP) Dimension:
measures ability to modify/control expressive behavior
2. Emotional Intelligence
* ability to perceive accurately, appraise, and express emotion
job performance
quality of social interaction
Mood Management/Optimism Dimension:
measures regulation of emotion
Conducted research in a private non-profit human services organization

Out-reach programs:
individual, family, group & couples therapy; substance abuse treatment; psychological testing; psychiatric assessment; and residential care, among others.

caregivers who spent the majority of the workday with clients.
Study took 5-6 weeks
159 completed Surveys
Emotional Intelligence linked to:
81% Female
74% Caucasian
11% Black
5% Multiracial
1% Asian
81% AA degree/+
The survey measured the following variables on a 5-point Likert scale
Critical Critique
1st study to incorporate
individual differences
Enhances the ECM
Participation was
Aimed at helping to
highlight & develop
productive interpersonal
caregiver-patient relationships
Qualitative data
not collected
Nonverbal behavior neglected
Experience not considered as predictor
Interpersonal Communication
* the process by which information, meanings and feelings are shared by persons through the exchange of verbal and nonverbal messages
(Brooks & Heath 1993)
Participants bring considerable personal baggage to social encounters including:
Three ways emotion can be involved in
the communication Process
(Dillard, 1998)
2. Emotion-manifesting
- insights into underlying emotion

Empathic Concern
- assesses emotional reactions of sympathy/concern in others
Contagion of negative affect
- measures emotional response to
others' displayed emotions
Communicative responsiveness
- assesses perceived ability to listen and respond to the distressed client
Job Burnout
- captures one's self-worth on the job

Individual Variables
* Self Monitoring
- measured one's ability to control own expressive behavior
* Emotional Intelligence -
measures mood management/optimism

significant predictor of

perception of communicative
Mood Management/Optimism
perception of communicative responsiveness
Mood Management =
related to
personal accomplishment
related to
empathic concern
related to
communicative responsiveness
related to

feelings of
personal accomplishment
Brooks, W. D. and R. W. Heath (1993). Speech Communication, William C. Brown.

Dillard, J. P. (1998). The role of affect in communication, biology, and social relationship. Handbook of Communication and Emotion: Research, Theory, Applications, and Contexts P. A. Andersen and L. K. Guerrero. San Diego, CA, Academic Press.

Maslach, C. (1982). Burnout: The cost of caring. Englewood Cliffs, NJ: Prentice Hall.

Miller, K. (2002). The experience of emotion in the workplace: Professing in the midst of tragedy. Management Communication Quarterly, 15, 571–600.

Miller, K. (2007). Compassionate communication in the workplace: Exploring processes of noticing,connecting, and responding. Journal of Applied Communication Research, 35, 223–245.

Miller, K., Stiff, J. B., & Ellis, B. H. (1988). Communication and empathy as precursors to burnout among human service workers. Communication Monographs, 55, 250–265.

Miller, K., & Koesten, J. (2008). Financial feeling: An investigation of emotion and communication in the workplace. Journal of Applied Communication Research, 36, 8–32.

Snyder, J. L. (2012). "Extending the Empathic Communication Model of Burnout: Incorporating Individual Differences to Learn More about Workplace Emotion, Communicative Responsiveness, and Burnout." Communication Quarterly 60(1): 122-142.

1. Emotion-motivated
- caused by underlying emotion
3. Emotion-inducing
-trigger emotions in others
Conceptualizing Important Terms
Research Overview
Empirical Data

(Maslach, 1982)
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