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  1. Last 7 days
    1. During this step, solutions can be critically evaluated based on their credibility, completeness, and worth.

      I had to critically evaluate several solutions recently when I was upgrading my custom gaming PC. Before choosing a new processor and my new graphics card, I spent hours analyzing benchmark tests and hardware reviews to ensure the components were worth the high price tag. If I had just bought the first parts I saw without verifying their credibility, I could have ended up with a severely bottlenecked system. Taking the time to properly assess all your options is just as important in solo projects as it is in group problem-solving.

    1. The monopolizer is a group member who makes excessive verbal contributions, preventing equal participation by other group members.

      While working at the help desk, I occasionally encounter a monopolizer during staff meetings. Sometimes, a technician will spend twenty minutes explaining a very minor software fix, completely talking over anyone else who tries to chime in. This excessive talking prevents the rest of the team from sharing their own updates or discussing more pressing network issues. It shows how one person's lack of self-awareness can easily hijack an entire group's time.

    1. Participative leaders work to include group members in the decision-making process by soliciting and considering their opinions and suggestions.

      During my time in the Navy, the most respected supervisors I worked under always used a participative leadership style. Instead of just barking orders when we had a massive equipment overhaul, they would ask the junior sailors for our suggestions on the most efficient way to tackle the maintenance. Because they actively considered our input, we felt highly valued and took much more pride in the completed job. It showed me firsthand that involving the entire team in the decision-making process usually yields far better operational results.

    2. Expert power comes from knowledge, skill, or expertise that a group member possesses and other group members do not.

      During my time an ISSO with the Navy, I frequently relied on expert power. Because I had specialized knowledge regarding network vulnerabilities and security protocols, senior leaders deferred to my judgment when making critical decisions. Even though I did not always have the highest formal rank in the room, my technical expertise gave me significant influence over the group's actions. It is highly rewarding when your specific skills allow you to naturally step up and guide a team.

    1. Symbolic convergence refers to the sense of community or group consciousness that develops in a group through non-task-related communication such as stories and jokes.

      Before jumping into a serious online gaming session, my squad usually spends time in the lobby just joking around and sharing stories about previous gaming disasters. None of this chatter helps us win the upcoming fight, but it significantly boosts our team morale. Creating that shared group consciousness makes the actual gameplay much more enjoyable. It is easy to see how these lighthearted conversations build a strong foundation of social cohesion.

    1. The adjourning stage of group development occurs when a group dissolves because it has completed its purpose or goal

      I experience the adjourning stage frequently during group assignments in my online English/Rhetoric course. After few days of collaborating on a shared document and peer-reviewing each other's writing, submitting the final essay abruptly ends the group's purpose. We usually exchange a few quick messages of congratulations before completely dissolving the team. It is a very brief but necessary closure to a strictly task-oriented relationship.

    2. During the forming stage, group members begin to reduce uncertainty associated with new relationships and/or new tasks through initial interactions that lay the foundation for later group dynamics.

      During my six and a half years in the Navy, I went through this forming stage repeatedly whenever I was assigned to a new unit or deployment. Initially, everyone is polite and cautious as we try to figure out each other's work habits and personalities. Those first few interactions are crucial for establishing a baseline of trust before the high-pressure tasks begin. Breaking the ice quickly always made the transition to actual operational work much smoother.

    1. Small groups exhibit interdependence, meaning they share a common purpose and a common fate.

      This concept perfectly describes how my Dungeons & Dragons group operates during our weekly sessions on Roll20. If my character, Ty'ruul, misses a critical spell or makes a tactical error, the rest of the party immediately suffers the consequences. We all share a common purpose of surviving the campaign, meaning our individual actions directly impact everyone else at the virtual table. Realizing this high level of interdependence makes me much more careful about my choices during combat.

    2. Virtual groups take advantage of new technologies and meet exclusively or primarily online to achieve their purpose or goal.

      I participate in a highly active virtual group every time I log in to some of the online video games I enjoy. This allows me to coordinate gameplay with other players without ever interacting face-to-face. We rely entirely on voice communications and our digital environment to complete our objectives. It is amazing how much task cohesion we can build entirely through virtual channels.

  2. Jul 2026
    1. Information peers communicate about work-related topics only, and there is a low level of self-disclosure and trust.

      In my role as a student worker, I interact with many staff members across different departments who function strictly as information peers. Our conversations are entirely focused on resolving their immediate hardware issues or fixing network drops. We do not share anything about our personal lives or weekend plans during these brief interactions. Even though the communication is highly transactional, these relationships are absolutely essential for keeping the everything running smoothly.

    1. Similarity in preferences for fun activities and hobbies like attending sports and cultural events, relaxation, television and movie tastes, and socializing were correlated to more loving and well-maintained relationships.

      My wife and I definitely benefit from having similar preferences when it comes to how we spend our downtime. Whether we are hanging out at home taking or planning a weekend project, sharing some core interests makes our day-to-day life much smoother. Our shared baseline for relaxation helps us stay connected. It is interesting to see how simple, shared hobbies directly correlate to the overall health of a romantic relationship.

    1. Patterned family interactions are the most frequent rituals and do not have the degree of formality of traditions or celebrations.

      My wife and I have established a strong patterned interaction around walking our dogs every evening. It is not a formal event that requires planning, but it serves as a reliable daily routine for us to catch up on each other's day. Even when my schedule gets chaotic. This simple habit keeps us grounded. Recognizing this as a relationship ritual shows how important mundane routines are for maintaining a household.

    1. Associative friendships are mutually pleasurable relationships between acquaintances or associates that, although positive, lack the commitment of reciprocal friendships.

      During my current classes at CWI, I have formed several associative friendships with other students in my cybersecurity program. We always chat before lectures and help each other study for difficult exams, making the coursework much more enjoyable. However, outside of the campus environment, we rarely communicate or make plans to hang out. It is helpful to understand that these connections are still valuable even if they only exist out of convenience.

    1. Social relationships are relationships that occasionally meet our needs and lack the closeness and interdependence of personal relationships. Examples of social relationships include coworkers, distant relatives, and acquaintances.

      Working at the CWI IT help desk, I interact with a lot of people that I would classify under social relationships. While we chat about campus events or classes while I troubleshoot their connection issues, we lack the deep closeness found in my personal relationships. I don’t usually see these students or staff members outside of work, yet these interactions still fulfill a basic need for daily social engagement. It is helpful to recognize that not every connection needs to be deeply intimate to be valuable.

    1. Superficial self-disclosure, often in the form of “small talk,” is key in initiating relationships that then move onto more personal levels of self-disclosure.

      When I first joined my current D&D group, the initial sessions were filled with this kind of superficial self-disclosure. We mostly stuck to basic small talk about our character builds, and general gaming preferences before the campaign officially kicked off. Over the past few months of playing, however, those surface-level conversations naturally transitioned into sharing deeper personal stories and life updates while we wait for everyone to log on. It really highlights how those basic, low-risk interactions lay the necessary groundwork for building genuine friendships.

    2. Social penetration theory states that as we get to know someone, we engage in a reciprocal process of self-disclosure that changes in breadth and depth and affects how a relationship develops.

      During my time in the Navy, I experienced this rapid shift in self-disclosure firsthand when deploying with new shipmates. Because we were living and working in such close quarters for months on end, the breadth and depth of our conversations escalated much faster than they would in a normal civilian setting. We went from basic small talk to sharing deep personal fears and life goals in a matter of weeks. The unique, high-pressure environment essentially forced us to peel back those layers much quicker to build necessary trust.

    1. We should also be aware that our expressions of emotion are infectious due to emotional contagion, or the spreading of emotion from one person to another

      This concept is incredibly obvious during some multiplayer tactical games I play. If one squad member starts panicking over the voice comms., that anxiety immediately spreads, causing the rest of the team to make rushed, poor decisions. Conversely, when the squad leader maintains a calm, measured tone, everyone else stays grounded and focused on the objective. It is wild to see how quickly one person's emotional state dictates the performance of an entire group

    1. Cumulative annoyance is a building of frustration or anger that occurs over time, eventually resulting in a conflict interaction.

      I frequently see cumulative annoyance play out at the IT help desk when students or staff face recurring hardware issues. Instead of reporting a slow computer or a glitchy network connection right away, they often wait until the system completely crashes weeks later, at which point they are extremely frustrated. This pent-up irritation usually makes the troubleshooting process much more tense than it needed to be. If they communicated the problem early on, we could easily prevent that explosive buildup of stress.

    1. relationship routines are communicative acts that create a sense of predictability in a relationship that is comforting.

      My wife and I have developed a solid daily routine centered around taking our two Shiba Inus for an evening walk. Even when our schedules get incredibly busy with my coursework and her daily tasks, this consistent habit forces us to disconnect from our screens and catch up on each other's day. Having that predictable window of time together brings a lot of stability to our week. It is a perfect example of how a simple, repeated action can serve a much deeper relational purpose.

  3. Jun 2026
    1. Environmental factors such as lighting, temperature, and furniture affect our ability to listen. A room that is too dark can make us sleepy, just as a room that is too warm or cool can raise awareness of our physical discomfort to a point that it is distracting.

      When working in a busy Help Desk, the office environment can have a significant effect on my ability to hear what the user is saying. When the office AC is having trouble, and the room is too hot, I automatically have to bring my awareness back to the student's technology problem and not my own. Likewise, if the fluorescent overhead lights are too bright, it can lead to an inability to focus on the discussion, resulting in a low-level headache. Having an understanding of these environmental factors can help me understand when I may not be able to concentrate on a ticket, and thus change my workspace so that I can give the user my attention.

    2. While people speak at a rate of 125 to 175 words per minute, we can process between 400 and 800 words per minute (Hargie, 2011). This gap between speech rate and thought rate gives us an opportunity to side-process any number of thoughts that can be distracting from a more important message

      This gap in processing is a huge obstacle in shorter lectures or when I am sitting through longer lectures for my cyber security degree. My brain processes information faster than the professor can talk, so I easily get distracted. For instance, I'll start thinking about how I am going to set up Bazzite on my gaming rig later. I have to make a conscious effort to think about bracketing my mind and taking notes to keep it on track with the course and not wandering off into other thoughts.

    1. The way we visually process written communication is different from the way we process orally delivered and aurally received language. Aside from processing written and spoken messages differently, we also speak and write differently.

      It's very apparent when we write IT documentation compared to when we explain it to a user over the phone. When I attempt to read a technical manual word-for-word, the student fails to understand the message, the technical jargon often does not transfer well from written to oral. If I'm going to offer assistance to a stressed user, I need to rephrase my troubleshooting steps to shorter, more active sentences, so they don't get lost in the weeds. This ultimately helps me close the ticket faster while making sure the student feels supported rather than confused.

    1. Listening to our relational partners and being listened to in return is part of the give-and-take of any interpersonal relationship. Our thoughts and experiences “back up” inside of us, and getting them out helps us maintain a positive balance (Nelson, Jones, 2006)

      This is a key aspect of keeping a marriage strong. After a long day at work, when I come home to my wife, or when we're planning for activities like our backyard landscaping project, it's important that I take time to actively listen to her. It indicates that I appreciate her opinion and that we are in a partnership of support. If those thoughts and experiences can't "back up," then there will be no unnecessary arguments later.

    1. Action-oriented listeners focus on what action needs to take place in regards to a received message and try to formulate an organized way to initiate that action.

      I have found myself in this "action" listening style as an IT Work Study tech at the CWI Help Desk. When I see a pupil bring in a broken laptop, I'm always tempted to ignore the feeling of frustration and just see what steps I can take to fix the problem. This is good for me to get to the root of the issue and close tickets quickly, but I need to keep in mind that sometimes users just want to be heard before we dive into the troubleshooting. If you strike a balance between that and some empathy, you'll have a better user experience.

    1. The false dilemma fallacy occurs when a speaker rhetorically backs his or her audience into a corner, presenting them with only two options and arguing that they must choose either one or the other. This is also known as the “either/or” fallacy. Critical thinkers know that the world can’t be simplified to black and white, good and bad, or right and wrong.

      A "false dilemma" is a common mistake in the area of cybersecurity and system administration when making recommendations to stakeholders. Many times, non-technical leadership will expect a straightforward "do it or don't do it" response, but when it comes to security, there's a lot of greys to consider, including operational impact, cost, and risk tolerance. Understanding this fallacy helps me to not be trapped into a binary decision, but instead be able to find the middle way and solutions that are necessary. Rather than a false dilemma, I can couch my arguments to illustrate a range of mitigation options and thus show more understanding of the complexity of this system and create greater credibility in the long term.

    2. To use causal reasoning effectively and ethically, speakers should avoid claiming a direct relationship between a cause and an effect when such a connection cannot be proven. Instead of arguing that “x caused y,” it is more accurate for a speaker to say “x influenced y.”

      When it comes to cybersecurity and network management, there is a fine line between taking a step back and taking a massive step backward, because one tends to lead to another. It is also important to understand that a number of factors may affect the result of a system anomaly or potential breach investigation, and to not make an assumption of a single untested conclusion. Assuming that a single event is the cause of a vulnerability when there is no comprehensive evidence, may lead to the omission of the real cause. By avoiding the 'x caused y' trap, I am applying the chapter's warning about ethical reasoning, ensuring my security reports reflect the complex, multi-factor reality of IT systems rather than jumping to an unsubstantiated conclusion.

    1. People who work in technical fields, like engineers and information technology professionals, often think they will be spared the task of public speaking. This is not the case, however, and there is actually a branch of communication studies that addresses public speaking matters for “techies.” The field of technical communication focuses on how messages can be translated from expert to lay audiences.

      You need this type of translation every hour on the job at a college help desk. Pupils will often bring in problems that are complicated with regards to the device or network and will not necessarily be familiar with the technical jargon involved. You need to step through all the trouble shooting steps in a logical, bite-sized manner that they can easily digest without getting overwhelmed. The common mistake by the techs is to start throwing terms such as DNS flush or IP config.The typical mistake by techs is to just start throwing in terms such as DNS flush or IP config. It's much faster to solve the ticket and improves the user experience if they can see this technical information in their language. This practice directly relates to the chapter's focus on translating complex data for lay audiences, as my primary goal is to ensure the user feels empowered rather than belittled by the technology they are using.

    1. When audience members disagree with your proposition, you should focus on changing their minds. To effectively persuade, you must be seen as a credible speaker. When an audience is hostile to your proposition, establishing credibility is even more important

      The idea is really fitting to the approach you'd take when you're trying to get an hesitant old-school Windows PC gamer to switch to a Linux distribution for its improved performance. A skeptical friend is the same as a hostile audience, except that he or she will oppose the change if he doesn't perceive the speaker as a believable, knowledgeable source. To gain that trust, they need to substantiate existing issues with lag in their current system before recommending the new one. But if they don't build that trust and common history, the technical advantages of the new OS will simply be overlooked.

    1. Some frequently used strategies to resolve cognitive dissonance include discrediting the speaker or source of information, viewing yourself as an exception, seeking selective information that supports your originally held belief, or intentionally avoiding or ignoring sources of cognitive dissonance

      This form of psychological resistance is common when encouraging users to follow new standardized procedures for troubleshooting or security. Instead of accepting the more efficient or secure new process, people will often hang on to the old process by saying that the new process doesn't apply to them. They may just choose to ignore some of the advantages of the new system in a way to prevent the discomfort of learning something new. This takes time and repeated patient communication, which is to be expected but also requires a degree of gentleness and non-aggression.

    1. Secondary territories don’t belong to us and aren’t exclusively under our control, but they are associated with us, which may lead us to assume that the space will be open and available to us when we need it without us taking any further steps to reserve it.

      During my in-person classes, I tend to sit at the exact same workstation near the back of the lab every single week. Even though the instructor does not use a seating chart, I have subconsciously claimed that specific computer as my own personal territory for the semester. If I walk into the room and see another student sitting there, I instantly feel a mild sense of annoyance and displacement.

    2. Illustrators are the most common type of gesture and are used to illustrate the verbal message they accompany.

      When discussing our recent backyard landscaping project with my wife, I realized I constantly use illustrators to help explain my ideas. As we talked about where to install the new irrigation lines and how to grade the soil, I kept using my hands to demonstrate the slope of the yard and the layout of the sprinklers. Without these hand movements, it would have been much harder to clearly communicate the physical dimensions of our plan. It makes perfect sense that we naturally rely on these subconscious gestures to visually support our words.

    1. In professional contexts, managers and mentors with nonverbal decoding skills can exhibit sensitivity to others’ nonverbal behavior and better relate to employees and mentees.

      When I was tasked with training a newer coworker on our IT ticketing system, I had to pay close attention to his body language. Even when he verbally told me he understood the software, his hesitant clicking and tense shoulders showed he was actually pretty confused. Because I picked up on those nonverbal cues, I was able to slow down and explain the steps in a different way without embarrassing him. It really proved to me how important it is to read between the lines when teaching someone a new technical skill.

    1. Mirroring sends implicit messages to others that say, “Look! I’m just like you.”

      When my wife and I sit down to discuss our household financial planning, I have noticed that we often start mirroring each other's posture. If she leans forward over our budget, I usually find myself leaning in right alongside her without even thinking about it. Reading this section helped me realize that this subconscious body language is likely a way we naturally signal mutual agreement and teamwork. It makes perfect sense that matching nonverbal cues helps us feel more connected and on the same page during important conversations.

    1. Aside from our physical body, artifacts, which are the objects and possessions that surround us, also communicate our identities.

      This concept of artifacts perfectly describes my computer desk setup at home. Between my custom built PC the various networking tools I keep nearby, anyone visiting would immediately know I am passionate about technology. Even without me saying a single word about my college major or my job at the IT help desk, these possessions clearly communicate my identity. It makes me realize that our personal spaces are constantly sending out nonverbal messages to everyone who sees them.

    1. We often interpret a lack of eye contact to mean that someone is not credible or not competent, and as a public speaker, you don’t want your audience thinking either of those things.

      At the IT help desk, I used to stare at my monitor the entire time I was explaining a software fix to a colleague. Reading this section made me realize that failing to look up probably made me seem disconnected or like I was unsure of my own troubleshooting steps. Now, even if I am typing a command or waiting for a diagnostic to run, I make sure to pause and look the person in the eyes when answering their questions. Making this small adjustment has helped me build better rapport and appear much more credible in my technical support role.

    1. If you speak too fast, your audience will not be able to absorb the information you present.

      Spending so much time in my cybersecurity and computer science classes, it is easy to forget that not everyone understands IT terminology. When I first started assisting people with their hardware, my habit was to speed-talk through the troubleshooting steps to get the job done quickly. I soon learned that rushing causes the person I am helping to get lost, leading to more frustration. I now make a conscious effort to slow my speaking rate down, which makes the technical information much easier for others to process.

    2. Verbal fillers are words that speakers use to fill in a gap between what they were saying and what they’re saying next.

      While working at the CWI's IT help desk, I used to rely heavily on verbal fillers like "um" or "uh" while looking up a technical solution. I realized that filling the dead air with these words actually made me sound unsure of my own skills to the person calling in. Now, I try to just embrace a brief, silent pause while my computer loads or I check a manual. Eliminating those fillers makes me sound much more confident and professional when communicating with staff and students.

    1. When using impromptu delivery, a speaker has little to no time to prepare for a speech.

      I actually use impromptu delivery almost every day without realizing it, especially when my manager asks me for a quick project update at work. Because I do not have time to prepare notes, I sometimes feel a sudden spike of anxiety when put on the spot. However, since I already know the topic well, I can usually organize my thoughts quickly and answer confidently. Reading this section helped me realize that everyday conversations and answering unexpected questions are great ways to practice my public speaking skills.

    1. Communication-orientation modification therapy (COM therapy) is a type of cognitive restructuring that encourages people to think of public speaking as a conversation rather than a performance (Motley, 2009).

      I used to view every presentation as a strict performance, which put a massive amount of pressure on me to be absolutely perfect. Whenever I forgot a specific word or lost my place, I felt like my entire presentation was ruined. However, applying the idea of treating public speaking like a regular conversation completely shifted my mindset. Now, I try to talk to the audience just like I would explain a topic to a group of friends. This simple change in perspective makes me feel much more relaxed and helps me sound far more natural when I am at the front of the room.

    1. Slang refers to new or adapted words that are specific to a group, context, and/or time period; regarded as less formal; and representative of people’s creative play with language.

      This is exactly like playing Arma Reforger online with my friends. We make up random tactical words that change all the time depending on the situation. If you are new to the server you probably wont understand anything we say. Its just a fast way for us to talk during the game.

    2. Communicating emotions using “I language” may also facilitate emotion sharing by not making our conversational partner feel at fault or defensive.

      Group projects can facilitate this kind of stuff. If I tell someone they never help they more than likely get mad and do even less. If I say I am feeling stressed about the work and I could use the help they usually step up.

    1. One feature of communicative incivility is polarizing language, which refers to language that presents people, ideas, or situations as polar opposites. Such language exaggerates differences and overgeneralizes.

      You see this everywhere on Facebook. People act like everything is completely black or white and they pick a side. Seems the focus is to create division and no one actually listens to each other. It basically just shuts down the whole conversation and wastes time. This has lead to me ridding my phone of the app. Except for marketplace nothing better then looking at cool stuff I cannot afford.

    1. code-switching refers to changes in accent, dialect, or language (Martin & Nakayama, 2010). There are many reasons that people might code-switch. Regarding accents, some people hire vocal coaches or speech-language pathologists to help them alter their accent

      I do this at my IT help desk job on campus all the time. I talk totally normal to other students when they come in for help. But when my boss or a teacher comes in I switch up and sound super professional.

    1. The triangle of meaning is a model of communication that indicates the relationship among a thought, symbol, and referent and highlights the indirect relationship between the symbol and referent

      This makes sense when I think about talking with my wife about house stuff. We use the same word but picture completely different things in our heads. It usually leads to a dumb argument over nothing.

    1. If you found a source in the library, you could be assured of its credibility because a librarian had subscribed to or purchased that content. When you use Internet resources like Google or Wikipedia, you have no guarantees

      This really highlights the shift in responsibility for us today. Back then, the librarian acted as the filter. Now, we’re essentially our own 'librarians' every time we use Google, and that makes being critical of our sources a skill we have to actively maintain.

    2. Our challenge now is not accessing information but discerning what information is credible and relevant.

      This is very topical, particularly regarding technical fields like cybersecurity. When preparing a speech or a technical report, locating data is the easy part. The real challenge much like evaluating open-source software or troubleshooting through forums is discerning the credibility of the source.

    1. Think of your outline as a living document that grows and takes form throughout your speech-making process.

      This is a solid way to look at it. I usually think of outlines as a finished product you build at the end, but treating it like a living document makes way more sense. It's just like the technical documentation I use to manage while serving. You have to let the structure evolve as you refine the details, otherwise, the whole thing ends up feeling disjointed.

    1. There are several ways you can organize your main points, and some patterns correspond well to a particular subject area or speech type.

      The selection of an appropriate organizational structure is very important. Chronological program is best used for technical demonstrations, such as establishing a secure home network. In persuasion, the problem-solution structure is crucial, not only to demonstrate a vulnerability but how it can be eliminated.

    1. Many people do not approach speech preparation in an informed and systematic way, which results in many poorly planned or executed speeches

      this is an excellent testament to the need for proper scoping. Attempting to broadly cover all aspects of computer optimization would be overwhelming and result in poor information delivery. Systematically narrowing the focus allows for a much stronger presentation.