ABSTRACT
This chapter introduces a simple 2-by-2 framework (message production versus message processing; verbal versus nonverbal message features) for organizing a discussion of terms relevant to issues of communication skill. With respect to the production of verbal message features, sample topics include “knowledge of social rules and conventions”, “compliance-gaining strategies”, “conflict management strategies,” and “providing comfort and support.” The section on production of nonverbal message features includes discussion of speech fluency (e.g., silent pausing, speech rate), types and functions of gestures, and various terms relevant to eye behavior (e.g., “other-directed gaze,” “eye contact”). Social conventions regarding distance, touching, and facial expression (including “display rules”) are also discussed. The section on processing (i.e., decoding, interpreting) verbal message features introduces a definition of “listening,” and the discussion of processing nonverbal message features provides a definition of “interpersonal sensitivity.” Two final points of emphasis are that the verbal and nonverbal message systems are intertwined and that skillful communicators demonstrate proficiency in all four quadrants of the 2-by-2 framework.
