職業的実践におけるコミュニケーション能力 : 「対人関係的意味」の誤解とその対応
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概要
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While performing their roles, many professionals, such as doctors, teachers, sales clerks, waiters, counselors and others, must have had an experience in which their client suddenly stiffened his/her attitudes and became uncooperative. While the problem may be solved, the client may harbor some dissatisfaction with the overall outcome. What causes this communication breakdown or client dissatisfaction? This paper tries to answer this question by giving special reference to misunderstanding of interpersonal meaning of an utterance and proposes an aspect of communicative competence the professional should acquire in order to deal with these communication bre akdowns. Since language has at least two communicative functions, descriptive and interpersonal, every utterance conveys both the content of its message and interpersonal meaning. And it is the interpersonal meaning of an utterance that people react to emotionally. Interpersonal meaning includes the meaning or notion of how the speaker perceives their social relationship with the hearer: which of the two is higher on a vertical axis of power or authority and how distant are they on a horizontal axis of closeness? As the hearer always interprets the interpersonal meaning, as well as the content meaning of an utterance upon hearing it, even a simple question such as "Did you not hesitate to sign the contract so quickly?" could imply that the hearer is not deliberate enough to sign such an expensive contract without due consideration and therefore the speaker places the hearer at a lower position on the vertical axis in terms of the degree of judiciousness. Since in any communication between the professional and the client they communicate assuming certain role relations in which one is higher than the other on a power axis, the client is sensitive to how the professional perceives their social relationship. The professional should be aware of this and should always keep in mind how their utterances serve to reveal their either conscious or unconscious perception of power relation over the client. This paper proposes that this awareness partly constitutes communicative competence the professional should have along with another competence of "reflection in action" proposed by Donald Schon (1983, 1987).
- 北海道東海大学の論文
- 2006-03-25
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