Improving emotive communication: verbal, prosodic and kinesic conflictavoidance techniques

Horst Arndt, Richard W. Janney

Abstract


Industrial language programme developers who wish to improve emotive communication
and reduce supervisor-worker conflicts can profit from recent research by interactional
psychologists, social psychologists and investigators of nonverbal communication. Three
emotive aspects of speech are central to conflict-avoidance: levels of assertiveness,
interpersonal involvement and emotional intensity. In face-to-face speech these are
signalled by various verbal, vocal and kinesic activities. Conflict-avoidance is largely a
matter of impression management. A supervisor who wishes to avoid unnecessary
conflicts actively maintains a supportive communicative environment. When delivering
positive messages he is assertive, interpersonally involved, and more emotional than
usual. When delivering negative messages he is relatively nonassertive, impersonal and
unemotional. Multimodal techniques for avoiding conflicts in various industrial settings
are discussed in the paper.
Die samestellers van industriele taalprogramme wat daarna mik om emotiewe kommunikasie
te verbeter en om opsiener/werker-konflik te verminder, sal baat vind by resente
navorsing deur interaksie-psigoloe, sosiale psigoloe en ondersoekers na nie-verbale
kommunikasie. Drie emotiewe aspekte van spraak staan sentraal in die vermyding van
konflik: vlakke van selfgelding, interpersoonlike betrokkenheid en emosionele intensiteit.
In gesprekke van aangesig tot aangesig word hierdie aspekte oorgedra deur verskeie
verbale, vokale en kinestetiese aktiwiteite. Om konflik te vermy hang in 'n groot mate
saam met die skep van 'n positiewe indruk. 'n Opsiener wat graag onnodige konflik wil
vermy, skep op aktiewe wyse 'n ondersteunende kommunikatiewe omgewing. Wanneer
hy positiewe boodskappe oordra, doen hy dit met gesag, hy is interpersoonlik betrokke en
meer emosioneel as gewoonlilc Met die oordra van negatiewe boodskappe is hy relatief
onaanmatigend, onpersoonlik en onemosioneel. Multi-modale tegnieke vir die vermyding
van konflik in verskeie industriele opsette word in hierdie artikel bespreek.

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DOI: https://doi.org/10.5785/1-1-513

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ISSN 2224-0012 (online); ISSN 0259-2312 (print)

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