18 Part 1 Basic Communication Processes
Communication skills are behavioral abilities based on social under-
standings that are used to achieve particular goals (such as asking for a raise,
maintaining a relationship, or working on a team). Some of us may instinc-
tively be better at communication than others, but all of us can benefit from
experience and practice at developing our skills to find the best choice of
words or the most appropriate tone of voice to use with our relational partners
or work teams.
People who are judged as incompetent in some situations often don’t know
that they are unskilled; their inflated image of themselves seems to block their
awareness (Dunning & Kruger, 1999). For example, suppose you see yourself
as a great team player. During the evaluation at the end of a class project, you’re
surprised to learn that your teammates see you as “bossy.” This feedback suggests
that while you may be good at leading a team, you’re less adept at working along-
side others as an equal. The lesson? You may need to master some new com-
munication skills to be a competent group member. In fact, having a number of
skills increases your behavioral options, thereby boosting your odds of success in
communicating with others.Competent Communication Involves
Using TechnologyCommunicating competently in face-to-face situations is complex. Adding tech-
nology to the mix can present even more challenges (Cupach & Spitzberg, 2011;
Wright et al., 2013). So, can you measure the effectiveness and appropriateness
of communication when you are on the phone or using a social networking site
in the same way as when you are face to face? Research indicates that the answer
is yes... and no.
As we’ve seen, competent communication must meet the goals of the com-
municators and be effective and appropriate for the situation. But our goals can
sometimes be enhanced by the simultaneous use of more than one technology.
For example, while chatting online or on the phone, many people locate info on
the Web to share with a communication partner or to back up their own argu-
ments (Walther, Van Der Heide, Tong, Carr, & Atkin, 2010; Lipinski-Harten &
Tafarodi, 2012). If they were talking face to face with someone, using the Web at
the same time might be considered rude.
The technology channels you use can also change others’ perceptions of your
communication competence. Texting a “thank you” might be an appropriate way
to thank a friend for a compliment, but it probably won’t impress your great-
uncle Fred after he gives you a generous graduation gift. He’ll likely be expecting
a low-tech, handwritten thank-you note.
Finally, research shows that if you are comfortable with a particular technol-
ogy, you will see yourself as more competent with that technology and use it to
accomplish your goals more often (Keaten & Kelly, 2008). For example, you
may feel comfortable applying for jobs online; you are familiar with the technol-
ogies involved and are willing to wait for an electronic response. You would likely
describe yourself as competent with these technologies (Bakke, 2010), whereas
your parents or grandparents may question your use of them for job hunting if
they are less familiar with them.