The Foundation
The Definition
Human communication is the process of making sense out of the world and sharing that sense with others by creating meaning through verbal and nonverbal messages.
During a first meeting with a classmate, Jayla shares several deeply personal details about a recent family conflict. The classmate seems uncomfortable and changes the subject. What property of self disclosure is this level of disclosure violating?
Appropriateness - be sensitive when you choose what & when to disclose (consider the other person).
Sam texts their group project partner, “Fine, do whatever you want.” Sam intends to communicate that they are frustrated but willing to let their partner decide. The partner interprets the message as permission to make the decision and doesn't realize Sam is upset. Which communication principle is most relevant to this misunderstanding, and how could Sam communicate more effectively?
Effectively use and interpret verbal messages. Sam could use clearer, more specific language to explain their frustration and preferences instead of relying on a vague text that could be interpreted in multiple ways.
Two roommates argue because one keeps leaving dirty dishes in the sink. Instead of discussing the dishes, they start calling each other lazy and inconsiderate. Which PUGSS step should they focus on first to address the conflict constructively?
Describe the Problem. They should identify the specific issue without attacking each other personally.
The Models
Communication as Interaction
Communication as Transaction
Maya and Alex meet in class and initially talk about surface-level topics, like their favorite music and campus activities. As their friendship grows, they begin sharing more personal information, including family challenges and personal fears. What theory of self disclosure does this demonstrate, and how does their relationship illustrate this theory?
Theory of Social Penetration - As they grow closer their relationship goes from the superficial level into the more intimate and personal level as they grow more comfortable with one another
During a conversation with their classmates, Mary notices that they keep interrupting others and redirecting the conversation back to their own experiences. When one classmate becomes quiet, Mary assumes they have nothing else to contribute and continues talking. What principle should Mary place an emphasis on for the classmate and why?
Be aware of how you and others communicate. Alex should recognize their own communication habits, pay attention to others’ reactions, and create opportunities for everyone to contribute to the conversation.
A student is angry because their group partner has missed two meetings. Before confronting the partner, the student learns that the partner's work schedule recently changed and conflicts with the meeting time. Which PUGSS step is being applied, and what additional information could the student gather before moving forward?
Understand the Problem. The student could ask about the partner's availability, understand the reasons for the missed meetings, and clarify how the absences have affected the group.
The Principles
Adapt, Aware, Verbal Messages, Nonverbal Messages, Listen and Respond
In one family, saying “I’ll think about it” is a polite way to decline an invitation. In another family, the same phrase means the person is genuinely considering the invitation and may say yes later. What concept of verbal messages does this scenario demonstrate? Why?
Words Are Culture Bound
Jeffery tells their friend Daya that they are struggling to balance school and work. Daya immediately begins listing solutions and explaining how Jeffery should organize their schedule. Jeffery responds, “I just wanted someone to hear me out.” What style of listening is Daya demonstrating, and what could Daya do to respond more thoughtfully?
Task- Oriented Listening - Focusing on accomplishing goals, developing a course of action, and utilizing clear and succinct language . Daya could first ask if Jeffery wants advice or just someone to listen.
A student organization has a limited budget for a campus event. Some members want to hire a DJ, while others want to provide free food. The group has not agreed on what matters most for the event. Which PUGSS step should the group complete before brainstorming solutions?
Identify Goals. Possible goals include increasing student attendance, creating an inclusive event, staying within budget, and encouraging student participation.
The Characteristics
Irreversible, Inescapable, Complicated, Governed by Rules, Content and Relationship Oriented
During a group project meeting, a student asks their groupmate, Haven, if Haven can take responsibility for creating the presentation slides. Haven looks at their overflowing planner, then shrugs and shakes their head “no” without saying a word. The groupmate understands that Haven cannot take on the task. What nonverbal function is Haven using and how does it work in this scenario?
Haven uses a nonverbal behavior (shaking their head), to replace a verbal message of ("Sorry I can't take on any more tasks right now") entirely.
During a group presentation, Morgan says, “I feel really confident about our research,” but avoids eye contact, fidgets with their hands, and speaks in a shaky voice. Afterward, a group member assumes Morgan was unprepared because of these nonverbal behaviors. Morgan feels frustrated because they knew the material well but were nervous about presenting. How does this scenario demonstrate the role of nonverbal communication, and which communication principle could help the group member interpret Morgan’s behavior more effectively?
Morgan’s eye contact, kinesics (hand movements), and vocalics (shaky voice) are nonverbal cues that influence how others interpret the message. The group member could apply Principle 3: Effectively use and interpret nonverbal messages by recognizing that nervous nonverbal behaviors do not necessarily mean someone is unprepared or lacks knowledge.
A group project team agrees to divide the work equally among all members. A week later, they discover that two members have overlapping responsibilities while another important section has not been assigned to anyone. The group is frustrated and begins arguing about whose fault it is. Which part of the PUGSS process should the group revisit, and what should it do next? Explain why simply blaming members will not resolve the problem.
The group should revisit its goals and solutions, especially the brainstorming and selection steps. It should clarify what needs to be completed, develop alternatives such as assigning tasks by strengths or creating a responsibility chart, and select a workable plan. Blame does not address the underlying coordination problem.
The Components
Source - Encoding
Receiver - Decoding
Channel - The 5 senses
Message - Verbal, Nonverbal
Noise - Literal, Psychological
Context - Physical, Historical, and Psychological Environment
Two college students from different cultural backgrounds receive a $500 scholarship refund. Alex wants to save most of the money for future expenses, even though it means skipping some fun activities now. Meanwhile, Halo wants to use the money to celebrate with friends and enjoy experiences while they have the opportunity. Halo also feels that maintaining family traditions, such as contributing to an upcoming family celebration, is important. What cultural value is Halo representing and why?
Short- Term Orientation: Valuing spending rather than saving, tradition, and saving face for their own perception of a "higher quality" life experience.
During a group project meeting, Alex shares that they are overwhelmed by personal responsibilities and asks the group for some understanding about a missed deadline. Ricky immediately begins suggesting ways to reorganize the project, while Jamie stays quiet because they believe disagreements should be handled privately rather than discussed in front of everyone. Another group member, Casey, assumes Jamie's silence means they agree with the group’s decision. Identify three communication concepts we have covered so far this semester that could explain the misunderstandings in this scenario. Explain how each concept applies.
Self-disclosure: Alex shares personal information to explain their situation. How appropriate and effective that disclosure is may depend on the relationship, context, and trust within the group.
Listening styles: Ricky may be demonstrating an action-oriented listening style by focusing immediately on solutions instead of first exploring Alex’s concerns.
High-context and low-context communication: Jamie may prefer a less direct approach to disagreement, while other group members expect explicit verbal responses. However, silence alone does not establish someone's cultural communication style.
Awareness: Casey assumes Jamie agrees without checking what Jamie actually thinks.
A group must decide how to handle a teammate who repeatedly misses deadlines. After discussing the problem, learning about the teammate's circumstances, and identifying the goal of completing the project fairly and on time, the group considers three solutions: -
Option A: Let another member complete the missing work.
Option B: Create smaller deadlines and schedule progress check-ins.
Option C: Immediately ask the instructor to intervene. The group prefers Option A because it seems fastest. However, the anonymous devil's advocate argues that it could create resentment, reward missed deadlines, and leave the underlying problem unresolved. Using the PUGSS model, explain how the group should evaluate the three options before making its final decision. Identify at least two criteria the group should use and recommend the strongest solution, with justification.
Select the Best Solution. The group should compare each option against its goals, feasibility, fairness, likely consequences, and ability to address the underlying problem. Option B may be the strongest initial response because it establishes accountability while giving the teammate a chance to improve. Option C may be appropriate if the problem continues, while Option A risks unfairly burdening another member.