| CASE STUDY The Departmental E-Mail | 42 |
| Communication | 42 |
| Emotional Intelligence | 42 |
| Communication Defined | 43 |
| Intentional-Unintentional Communication | 44 |
| Verbal-Nonverbal Communication | 46 |
| Defensive-Supportive Communication | 52 |
| PRACTICAL TIPS | 55 |
| Content and Process of Communication | 57 |
| Listening | 58 |
| CASE STUDY Niggardly Controversy (A) | 59 |
| Language Behavior | 60 |
| Bypassing | 60 |
| PRACTICAL TIPS | 62 |
| Inference Making | 62 |
| Polarizing | 64 |
| Signal Reactions | 65 |
| PRACTICAL TIPS | 67 |
| CASE STUDY Niggardly Controversy (B) | 68 |
| Self-Disclosure | 69 |
| The Johari Window | 70 |
| When Is Self-Disclosure Appropriate? | 71 |
| Interaction Roles | 73 |
| Group Task Roles | 73 |
| Group-Building and Maintenance Roles | 74 |
| Individual Roles | 75 |
| THE SYSTEMS APPROACH | 76 |
| EXERCISES | 78 |
| 1. Case Study Discussion | 78 |
| 2. Self-Disclosure Exercise | 79 |
| 3. Member Roles Exercise | 79 |
| READINGS: Overview | 79 |
| Reading 2.1 Communication, John McCain, United States Senator | 79 |
| Reading 2.2 Team Talk, Anne E. Donnellon | 82 |
