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Interpersonal Communication & Emotion
Transcript of Interpersonal Communication & Emotion
Group 2 - Chao, Huda, Yanyan, Yuan
Organizational researchers have increasingly paid attention to the experience and expression of
in the workplace.
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 '
' - - where they experience genuine emotions, both positive and negative, that arise from long-term relationships with clients.
(Miller 2002, 2007; Miller & Koesten 2008)
'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
3) Reduced personal accomplishment
* 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
measures ability to modify/control expressive behavior
2. Emotional Intelligence
* ability to perceive accurately, appraise, and express emotion
quality of social interaction
Mood Management/Optimism Dimension:
measures regulation of emotion
Conducted research in a private non-profit human services organization
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% AA degree/+
The survey measured the following variables on a 5-point Likert scale
1st study to incorporate
Enhances the ECM
Aimed at helping to
highlight & develop
Nonverbal behavior neglected
Experience not considered as predictor
* 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
- insights into underlying emotion
- assesses emotional reactions of sympathy/concern in others
Contagion of negative affect
- measures emotional response to
others' displayed emotions
- assesses perceived ability to listen and respond to the distressed client
- captures one's self-worth on the job
* Self Monitoring
- measured one's ability to control own expressive behavior
* Emotional Intelligence -
measures mood management/optimism
significant predictor of
perception of communicative
perception of communicative responsiveness
Mood Management =
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.
- caused by underlying emotion
-trigger emotions in others
Conceptualizing Important Terms