interpersonal Communication
Canadian Edition
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interpersonal Communication
Canadian Edition
Isa N. Engleberg
Prince George’s Community College
Dianna R. Wynn
Nash Community College
Maria Roberts
Centennial College
Toronto
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Editor-in-Chief: Michelle Sartor
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Credits and acknowledgments for material borrowed from other sources and reproduced, with permission, in this textbook
appear on the appropriate page within the text or on page 313.
Original edition published by Pearson Education, Inc., Upper Saddle River, New Jersey, USA. Copyright © 2013 Pearson
Education, Inc. This edition is authorized for sale only in Canada.
If you purchased this book outside the United States or Canada, you should be aware that it has been imported without the
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Copyright © 2015 Pearson Canada Inc. All rights reserved. Manufactured in the United States of America. This publication is
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10 9 8 7 6 5 4 3 2 1 WC
Library and Archives Canada Cataloguing in Publication
Engleberg, Isa N., author
Think interpersonal communication / Isa N. Engleberg, Prince
George’s Community College, Dianna R. Wynn, Nash Community
College, Maria Roberts, Centennial College.
Includes bibliographical references and index.
ISBN 978-0-205-20897-5 (pbk.)
1. Interpersonal communication—Textbooks. I. Wynn, Dianna, author
II. Roberts, Maria (Professor), author III. Title. IV. Title: Interpersonal
communication.
HM1166.E55 2014
302
C2014-900039-1
ISBN 13: 978-0-205-20897-5
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brief Contents
1
2
3
4
THINK COMMUNICATION
THINK INTERPERSONAL COMMUNICATION
THINK GROUP COMMUNICATION THINK PRESENTATIONAL COMMUNICATION
on the cover:
▼
Canadian Edition
5
6
7
8
9
10
11
12
13
14
Human Communication 2
Understanding Your self 20
Adapting to Canada’s Changing Faces 40
Listening, Critical Thinking, and Reflective
Practice 60
Verbal Communication 82
Nonverbal Communication 102
Understanding Interpersonal Relationships 122
Exploring Emotional Intelligence 138
Professional Relationships 154
Working in Groups 174
Group Decision Making, Problem Solving,
and Conflict 194
Communicating in a Digital World 214
Creating Captivating Presentations 230
Language and Delivery 260
Interpersonal
CommunICatIon
engleberg • Wynn • roberts
Are You a
Connected
Communicator?
Canada is a
world leader!
Social
Media…
Online
Etiquette
Do you know
how others
view you online?
Presenting…
More than
just Words
Chapter 14
Language and Delivery
Do you know
how to be
unforgettable?
Culture,
Diversity,
Values, and
Acceptance
Communication
Can Lead the Way
Chapter 3
Adapting to Canada’s
Changing Faces
ISBN 978-0-205-20897-5
9
780205 208975
www.thethinkspot.ca
Chapter 12
Communicating in a Digital World
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ConTEnts
acknowledgments xiii | about the authors xiv
PART one: Think
Communication
1
2
Human Communication 2
Understanding Your Self 20
1.1 COMMUNICATION IN YOUR LIFE 4
2.1 WHO ARE YOU? 22
Know Thy Self Do You Have the Right Stuff for the Job? 4
Sources of Self-Concept 22 • Assessing Yourself 24
Communication in Action Creating, Deceiving, and
Revealing Yourself Online 25
1.2 COMMUNICATION PRINCIPLES 5
Know Thy Self 6 • Connect with Others 6
Communication & Culture Does Everyone Communicate
the Same Way? 6
Determine Your Purpose 6 • Adapt to the Context 8 •
Select Appropriate Content 8
Think About Theory Media Richness Theory 9
Structure Your Message 9 • Practise Skilful Expression 10
Communication in Action The Trouble with Twitter 11
1.3 COMMUNICATION MODELS 11
Early Communication Models 11 • Transactional
Communication Models 12
Stop & Think How Noisy Can It Get? 13
1.4 COMMUNICATION THEORIES, STRATEGIES,
AND SKILLS 14
Learn About Theories 14 • Choose Appropriate
Strategies 14 • Develop Effective Skills 14
1.5 COMMUNICATING ETHICALLY 16
Ethical Communication The National Communication
Association Credo for Ethical Communication 16
Communication Assessment Are You an Effective
Communicator? 17
Summary 18
Test Your Knowledge 19
Key Terms 19
2.2 BUILDING SELF-ESTEEM 26
Beware of Self-Fulfilling Prophecies 26
Know Thy Self Assess Your Self-Esteem 27
Stop & Think Practise Positive Self-Talk 28
2.3 PERCEPTION in Interpersonal
Communication 28
Selection 29
Communication in Action Making Sense of Our Senses 29
Organization 30 • Information Principles 30
Communication & Culture West Is West and East Is East 31
Interpretation 33 • Perception Checking 33
Ethical Communication The Golden Rule May Not
Apply 33
2.4 COMMUNICATING WITH CONFIDENCE 33
Communication Apprehension 33
Think About Theory Communication Apprehension 34
Strategies for Becoming a Confident Communicator 34
Know Thy Self Work Toward Calm Through Systematic
Desensitization 36
Communication Assessment Personal Report of
Communication Apprehension 37
Summary 38
Test Your Knowledge 39
Key Terms 39
vi
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3
Adapting to Canada’s Changing
Faces 40
3.1 OUR FACES 42
Defining Culture 42
Know Thy Self What Do You Believe Is Culturally
“Normal”? 43
3.2 BARRIERS TO UNDERSTANDING EACH
OTHER 43
4
Listening, Critical Thinking, and
Reflective Practice 60
4.1 THE NATURE OF LISTENING 62
How Well Do You Listen? 62 • Assess Your Listening Habits 63
Know Thy Self Do You Have Poor Listening Habits? 63
4.2 THE LISTENING PROCESS 64
Ethnocentrism 43 • Stereotyping 44 • Prejudice 44
Communication in Action How Does Language Shape
Stereotypes? 44
Stop & Think Is There Such a Thing as Race? 45
Ethical Communication Acknowledge Unconscious
Biases 45
Discrimination 46 • Racism 46
Listening to Hear 64 • Listening to Understand 65 •
Listening to Remember 65
Think About Theory Listening and Working Memory 66
Communication in Action Remembering Names 67
Listening to Interpret 67 • Listening to Evaluate 67
Ethical Communication Best Practices When Listening 68
Listening to Respond 68
Stop & Think Paraphrase This 69
3.3 UNDERSTANDING CULTURAL DIVERSITY 46
4.3 LISTENING STRATEGIES AND SKILLS 69
Understanding Your Culture 46
Know Thy Self Questions of Faith 47
Understanding Other Cultures 48
Thinking Faster Than Speaking: How to Use Your Extra
Thought Speed 70 • Listen to Feedback 70 • Listen to
Nonverbal Behaviour 70 • Listen Before You Leap 70 •
Minimize Distractions 71
Think About Theory The Personal Listening Styles Controversy 71
Take Notes That Matter 72
Individualism/Collectivism 49 • Power Distance 49 •
Masculine/Feminine Values 50 • High/Low Context 50
Think About Theory Muted Group Theory 51
Monochronic/Polychronic Time 52
3.5 INTERCULTURAL COMMUNICATION
STRATEGIES 53
Be Mindful 53
Communication & Culture Why Don’t Hungry Hindus Eat
Sacred Cows? 54
Adapt to Others 55 • Actively Engage Others 55
Communication Assessment Developmental Model of
Intercultural Sensitivity (DMIS) 56
Summary 58
Test Your Knowledge 59
Key Terms 59
4.4 LISTENING TO GENDER AND CULTURE 72
Gender and Listening 73 • Culture and Listening 73
Communication in Action How Men and Women Listen to
Each Other 73
Communication & Culture The Art of Exceptional Listening 74
4.5 The Nature of CRITICAL THINKING 74
Critical Thinking About Claims 74 • Critical Thinking About Facts
and Inference 75 • Critical Thinking About Fallacies 75
Stop & Think Can You Tell a Fact from an Inference? 76
Stop & Think Do Emotions Matter in Critical Thinking? 77
4.6 THE NATURE OF REFLECTIVE PRACTICE 78
Communication Assessment Student Listening Inventory 79
Summary 80
Test Your Knowledge 81
Key Terms 81
contents
3.4 THE DIMENSIONS OF CULTURE 48
vii
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“Did you see
the brown girl
over there?”
“STUPID
QUEER!”
“That’s a
retarded
thing to say!”
5
You would look so much
better if you wore clothes
that fit your body type.
“Dress like a
Canadian!!
Lose the veil.”
“Go back to
your own
country!!”
What is
that smell?
Do you people
really EAT
that stuff?
6
Verbal Communication 82
Nonverbal Communication 102
5.1 HUMAN LANGUAGE 84
5.2 LANGUAGE AND MEANING 85
6.1 COMMUNICATING WITHOUT WORDS 104
Signs and Symbols 85 • Denotative and Connotative
Meaning 86
Stop & Think What’s in a Name? 86
Concrete and Abstract Words 87
Functions of Nonverbal Communication 104
Stop & Think Can You Detect a Lie? 105
Communication in Action Is Your Teenage Brain to
Blame? 107
5.3 LANGUAGE AND CULTURE 88
6.2 LINKING VERBAL AND NONVERBAL
COMMUNICATION 107
Pronouns 88
Think About Theory The Whorf Hypothesis 89
Verbal Directness 89
Repeat 107 • Complement 107 • Accent 107 •
Regulate 107 • Substitute 108 • Contradict 108
Think About Theory Expectancy Violation Theory 108
5.4 LANGUAGE AND GENDER 90
Communication & Culture Do Women Talk More
Than Men? 91
5.5 LANGUAGE AND CONTEXT 91
5.6 OVERCOMING COMMON LANGUAGE
BARRIERS 92
Bypassing 92
Communication in Action Tiptoeing Around Words 92
Know Thy Self What Slanguage Do You Speak? 93
Exclusionary Language 93 • Offensive Language and
Swearing 94
Ethical Communication Sticks and Stones May Break Your
Bones, but Words Can Hurt Forever 94
Idioms 95
Stop & Think How’s Your Netspeak, Netlingo, and leet
(133t)? 95
5.7 IMPROVING YOUR WAY WITH WORDS 96
Physical Appearance 109
Communication in Action Can Tattooing and Body
Piercing Hurt Your Image? 110
Body Movement and Gestures 111
Communication & Culture Is the OK Sign
Always OK? 112
Touch 112
Know Thy Self Are You Touchy? 112
Facial Expression 113 • Eye Behaviour 114 •
Vocal Expressiveness 115 • Silence 115 • Space and
Distance 115
Ethical Communication The Dark Side of Nonverbal
Behaviour 115
Time 116 • Environment 117
6.4 IMPROVING NONVERBAL SKILLS 117
Be Other Oriented 117 • Use Immediacy Strategies 117
Stop & Think How Immediate Are Your Teachers? 118
Communication Assessment Role Plays to Assess Your
Nonverbal Skills 119
Summary 120
Test Your Knowledge 121
Key Terms 121
contents
Expand Your Vocabulary 96 • Use Oral Language 96 •
Use Active Language 96
Know Thy Self How Broad Is Your Vocabulary? 96
Use I and You Language Wisely 97
Communication in Action Gobbling Gobbledygook 98
Use Grammatical Language 98
Communication Assessment Writing Apprehension
Test (WAT) 99
Summary 100
Test Your Knowledge 101
viii
Key Terms 101
6.3 TYPES OF NONVERBAL COMMUNICATION 109
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PART two: Think
Interpersonal
Communication
s
7
8
Understanding Interpersonal
Relationships 122
Exploring Emotional
Intelligence 138
7.1 INTERPERSONAL COMMUNICATION AND
RELATIONSHIPS 124
8.1 Emotions: Types and Functions 140
Think About Theory Schutz’s Interpersonal Needs
Theory 125
7.2 DEVELOPING INTERPERSONAL
RELATIONSHIPS 126
Impression Management 126 • Effective
Conversations 127
7.3 STRENGTHENING PERSONAL RELATIONSHIPS 128
Communication & Culture Girl-Friends and Boy-Friends
Differ 128
Friendship 129 • Being Mindful 129
7.4 SHARING YOUR SELF WITH OTHERS 130
The Johari Window Model 130
7.5 EXPRESSING YOUR SELF APPROPRIATELY 131
Think About Theory Social Penetration Theory 132
Effective Self-Disclosure 133 • Effective Feedback 133 •
Defensive and Supportive Communication 133
7.6 Developing Assertiveness 134
8.2 Shaping Your Emotional Responses 142
The Function of Emotions 142 • The Potential Impact of
Culture on Emotional Expression 142
Communication in Action Recognize Emotional
Cues 142
Think About Theory Cultural Theory and Emotions 143
8.3 Emotional Intelligence 143
Emotional Intelligence 143
8.4 Emotional and Social Competence 146
Emotional Intelligence in the Workplace 146
Stop & Think How Can You Become an Emotionally
Intelligent Leader? 147
8.5 Supportive Interpersonal
Communication 147
Constructing Emotionally Supportive Messages 147
Ethical Communication The Ethics of Caring 148
The Importance of Empathy 148 • Encouraging Coping
Through Storytelling 149
Communication & Culture Storytelling 149
Communication Assessment How Emotionally Intelligent
Are You? 150
Summary 151
Test Your Knowledge 152
Key Terms 153
contents
Passivity and Aggression 134 • Assertiveness Skills 134
Communication in Action Just Say No. 135
Summary 136
Test Your Knowledge 137
Key Terms 137
The Basic Emotions 140 Know Thy SELF Important Functions of Emotions 142
ix
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PART THREE: Think
Group Communication
9
Professional Relationships 154
9.1 THE NATURE OF PROFESSIONAL
RELATIONSHIPS 156
Types of Professional Relationships 156
Communication in Action Difficult Behaviour at Work 157
Stop & Think Is the Customer Always Right? 158
Think About Theory Organizational Culture Theory 159
9.2 PROFESSIONAL COMMUNICATION
CHALLENGES 160
Office Rumours and Gossip 160
Stop & Think Are You Twittering the Hours Away at
Work? 161
Sexual Harassment 162
Communication & Culture Differing Views on Sexual
Harassment 162
Workplace Friendships 163 • Leaving a Job 163
9.3 WORKPLACE AND JOB INTERVIEWS 164
contents
Workplace Interviews 164 • Before the Job Interview 164 •
During the Job Interview 166
Ethical Communication Never Lie During a Job
Interview 167
Stop & Think How Would You Handle Inappropriate
Questions? 169
After the Job Interview 170
Communication Assessment Evaluating Your Job Interview
Performance 171
Summary 172
Test Your Knowledge 173
Key Terms 173
10
Working in Groups 174
10.1 THE CHALLENGES OF WORKING IN
GROUPS 176
The Nature of Group Communication 176 • Advantages
and Disadvantages of Working in Groups 177
Ethical Communication Making Good Group
Decisions 177
Types of Groups 178
10.2 BALANCING INDIVIDUAL AND GROUP
GOALS 179
Primary Tension 179 • Hidden Agendas 180 • Group
Membership 180
Think About Theory Tuckman’s Group Development
Model 181
10.3 BALANCING CONFLICT AND COHESION 182
Secondary Tension 182 • Group Cohesion 182
10.4 BALANCING CONFORMITY AND
NONCONFORMITY 183
Group Norms 183
Stop & Think Can You Name Your Norms? 184
10.5 BALANCING TASK AND MAINTENANCE
ROLES 185
Group Task and Maintenance Roles 186 • Self-Centred
Roles 186
Know Thy Self Do You Disrupt Group Work? 187
10.6 DEVELOPING GROUP LEADERSHIP 187
Three Approaches to Leadership 188
Communication in Action How to Become a Leader 189
10.7 The 5-M Model of Effective
Leadership 190
Model Leadership Behaviour 190 • Motivate Members 190 •
Manage Group Processes 190 • Make Decisions 190 •
Mentor Members 191
Communication & Culture Diversity and Leadership 191
Summary 192
Test Your Knowledge 193
Key Terms 193
x
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PART FOUR: Think
Presentational
Communication
11
12
Group Decision Making, ­Problem
Solving, and Conflict 194
Communicating in a Digital
World 214
11.1 Prerequisites for Group Decision
Making and Problem Solving 196
12.1 The Nature OF Digital Communication 216
A Clear Goal 196 • Quality Content 196
Communication in Action Can You Identify the Question
Type? 197
Structured Procedures 197
Moving Beyond Tasks 216 • Technology Becomes
the Medium 216 • The Importance of Social Media in
Communication 217
Stop & Think Social Networking 218
11.2 EFFECTIVE GROUP DECISION MAKING 197
12.2 Understanding Digital Citizens and
Citizenship 218
Decision-Making Methods 197
Think About Theory Groupthink 198
Stop & Think Is There Consensus About Consensus? 200
Decision-Making Styles 200
Ethical Communication Ethical Group Decision
Making 200
Know Thy SELF What Is Your Decision-Making Style? 201 12.3 Ethics and Digital Communication 221
11.3 Resolving Interpersonal Conflict 202
Conflict Styles 202 • Conflict Resolution Strategies 204
Stop & Think Should You Apologize? 205
11.4 EFFECTIVE GROUP MEETINGS 206
Ethical Communication and Canadian Law 221 • Digital
Code of Ethics 222
Ethical Communication A Framework for Addressing Ethics
in a Digital Age 222 12.4 ONLINE Communication Tools 222
Exploring Some Popular Social Media Tools 222 •
Collaborating, Meeting, Presenting, Curating, and
Sharing 222
Communication Assessment Are You a Digital Native or a
Digital Immigrant? 226 Summary 228
Test Your Knowledge 229
Key Terms 229
contents
Brainstorming 206 • Decreasing Options Technique 207 •
The Standard Agenda 208
Communication & Culture Motivating Culturally Diverse
Group Members 209
Planning the Meeting 209 • Preparing the Agenda 209 •
Taking Minutes 210 • Chairing a Meeting 211
Communication Assessment Group Problem-Solving
Competencies 211
Summary 212
Test Your Knowledge 213
Key Terms 213
Digital Natives and Digital Immigrants 218 • Are You
Sharing Too Much? 219
Know Thy SELF How Much Online Sharing Is Too
Much? 219 Digital Citizenship 220
Communication in Action Etiquette for Cellphone
Conversations and Texting 221
xi
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13
14
Creating Captivating Presentations 230
Language and Delivery 260
13.1 Beginning with the plan 232
14.1 THE CORE LANGUAGE STYLES 262
Presentation Goals 232 • Narrow Your Topic 232 • Develop
a Purpose Statement 233 • Know Your Audience 233 • Adapt
to Your Audience 233 • Adapt to Cultural Differences 234
Clear Style 262 • Oral Style 262 • Rhetorical Style 262 •
Eloquent Style 263
14.2 MODES OF DELIVERY 263
Know Thy SELF Do You Honour the Audience’s Bill of Rights? 234
Impromptu 264 • Extemporaneous 264 •
Manuscript 265 • Memorized 265 • Mix and Match
Communication & Culture Adapt to Non-native Speakers
Modes of Delivery 265 • Speaking Notes 266
of English 235
14.3 CONFIDENT DELIVERY 266
Speaker Credibility 235
Are You More Nervous Than Most People? 266
Think About Theory Aristotle’s Ethos 236
Know Thy Self Will the Audience Know I’m Nervous? 267
Ethical Communication The Perils of Plagiarism 236 Will Reading About Speaking Anxiety Make You More
13.2 Organizing Your Presentation 238
Nervous? 267
Gathering Supporting Material 238 • Documenting Your
14.4 VOCAL DELIVERY 268
Sources 239 • Evaluating Your Supporting Material 239
Breathing 268 • Volume 268 • Rate 268 • Pitch 268 •
Communication in Action Evaluating Internet Information 239
Fluency 268
Communication & Culture Linear Versus Spiral Thinking 240
Communication in Action Master the Microphone 269
The Importance of Organization 240 • Identifying Your
Articulation 270 • Pronunciation 270
Central Idea 240 • Determining Your Key Points 240 •
Communication & Culture Adapt Your Gestures to Cultural
Outlining a Presentation 241
Differences 270
Know Thy SELF How Creative Are You? 243
13.3 BEGINNING AND ENDING YOUR PRESENTATION 243
The Primacy and Recency Effects 243 • Concluding Your
Presentation 244
13.4 Inform ME! 245
Involve the Audience 245
Communication in Action Focus on What’s Valuable to Your
Audience 245
Strategies That Inform 246 • Report New Information 246 13.5 persuade ME! 247
14.5 PHYSICAL DELIVERY 271
Eye Contact 271 • Facial Expression 271 • Gestures 272 •
Posture and Movement 272
Stop & Think What Should You Do with Your Hands? 272
14.6 PRESENTATION AIDS 273
Functions and Types of Presentation Aids 273 • Choosing
the Media 273 • Using Design Principles 273 • Handling
Presentation Aids 275
Ethical Communication Plagiarism Plagues Presentation
Aids 276
Persuading Others 247 • Classifying Audience Attitudes 247 •
Persuading Audience Members Who Agree with You 248 •
Persuading Indecisive Audience Members 249 •Toulmin
Model of an Argument 249
Stop & Think Can You Find Common Ground? 250
Think About Theory Psychological Reactance Theory 250
Choosing Persuasive Claims 251 • Choosing Persuasive Proof 251
Know Thy SELF Do Fear Appeals Scare You? 251
Communication in Action Watch Out for Heuristics 252
14.7 Practising YOUR PRESENTATION 277
13.6 Engage ME! 253
glossary 282 | notes 293 | credits 313 | think
communication features 315 | index 317 | answers to test
your knowledge questions 330
contents
Tell Stories 253 • Use Humour 253 • Involve the Audience 254
Think About Theory Narrative Theory 255
Communication Assessment What’s Your Preparation Plan? 256
Summary 258
xii Test Your Knowledge 259
Key Terms 259
A01_ENGL0384_02_SE_FM_pp00i-xix.indd 12
Know Thy Self Do You Practise Your Presentations? 277
Communication Assessment What Message Are You Giving
Your Audience? 279
Summary 280
Test Your Knowledge 281
Key Terms 281
24/01/14 1:57 AM
acknowledgments
I
appreciate the sound text provided by the original authors, Isa Engleberg
and Dianna Wynn. It made a solid base for the adaption of the Canadian
edition. Thanks also goes to David S. Le Gallais, acquisitions editor, and to
Pearson Canada for this opportunity to adapt Think Communication for the
Canadian college student.
I appreciate the confidence shown to me as I worked through the process of adapting an already important communication text. Throughout this
process, Katherine Goodes has supported me, answered my questions, and
most significantly guided me as a first-time author. I am truly grateful for her
expertise and kindness. The manuscript benefited greatly from the help
of the developmental editor, Katherine Goodes; project manager, Susan
McIntyre; and copy editor, Tara Tovell.
My husband, Tom, has always encouraged me to reach beyond my comfort zone to accomplish my dreams, and for this I thank him. My daughters,
strong remarkable women, Christine and Alison, continue to inspire me to
keep learning and growing. My colleagues at Centennial College energize
me every day with their commitment to providing excellent learning opportunities for all students.
F inally, I want to thank all of the amazing college learners I have met over
the many years of teaching. Their diversity, questions, and challenges have all
helped me to become a better listener and communicator, and each semester they assist me in refining my own teaching practice.
xiii
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about the Authors
ISA ENGLEBERG, Professor
­Emerita at Prince George’s Community College in Largo, Maryland,
served as president of the National
Communication Association (NCA) in
2003 and chaired the NCA Research
Board from 1995 to 1998. She has
written six college textbooks in communication studies, published more
than three dozen articles in academic journals, and made hundreds
of convention and seminar presentations. Dr. Engleberg received the
Outstanding Community College Educator Award from the NCA and
the President’s Medal from Prince George’s Community College for
outstanding teaching, scholarship, and service. She has focused her
professional career on improving both the content and teaching of
basic communication courses at all levels of higher education as well
as teaching and consulting internationally.
DIANNA WYNN is a professor at
Nash Community College in Rocky
Mount, North Carolina. Previously
she taught at Midland College in
Texas and Prince George’s Community College in Maryland, where
she was chosen by students as the
Outstanding Teacher of the Year.
She has coauthored two communication textbooks and has written
articles in academic journals. She
served as an officer in the Community College Section and a member
of the Legislative Assembly of the
National Communication Association and has participated in dozens
of convention programs. In addition to teaching and college service,
she has many years of experience as a trial consultant, assisting attorneys in developing effective communication strategies for the
courtroom.
xiv
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about the authors
MARIA ROBERTS has served on
the faculty at Centennial College
in the Early Childhood Education
program for nine years. During this
time she has also assisted in the
development of the post diploma
online courses. She has presented
many workshops for early childhood
education professionals on a variety
of topics including team building,
facilitation, motivation, and conflict
resolution. She has also spent 30 years
working as part of multi-disciplinary
teams in college and community settings. Her committee work includes the Centre for Students and Their Families (Centennial College)
and the Scarborough Special Needs Committee for Children. Maria is
a certified early childhood educator and resource teacher and has a
certificate in volunteer management from Conestoga College. She is
currently completing her bachelor of arts in adult education at Brock
University.
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Dedicated to Violet, Hannah, Wyatt, Sophia, Ella, and Lena.
They will be the leaders of tomorrow and they will communicate
in ways we can’t even imagine today.
Maria Roberts
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interpersonal Communication
Canadian Edition
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