BUS210: Business Communication

Paul Watzlawick's theory of communication, popularly known as the "Interactional View", interprets relational patterns of interaction in the context of five "axioms". The theory draws on the cybernetic tradition. Watzlawick, his mentor Gregory Bateson and the members of the Mental Research Institute in Palo Alto were known as the Palo Alto Group. Their work was highly influential in laying the groundwork for family therapy and the study of relationships.

Ubiquitous communication

The theory states that a person's presence alone results in them, consciously or not, expressing things about themselves and their relationships with others (i.e., communicating). A person cannot avoid interacting, and even if they do, their avoidance may be read as a statement by others. This ubiquitous interaction leads to the establishment of "expectations" and "patterns" which are used to determine and explain relationship types.

Expectations

Individuals enter communication with others having established expectations for their own behavior as well as the behavior of those they are communicating with. During the interaction these expectations may be reinforced, or new expectations may be established that will be used in future interactions. New expectations are created by new patterns of interaction, while reinforcement results from the continuation of established patterns of interaction.

Patterns of interaction

Established patterns of interaction are created when a trend occurs regarding how two people interact with each other. There are two patterns of particular importance to the theory. In symmetrical relationships, the pattern of interaction is defined by two people responding to one another in the same way. This is a common pattern of interaction within power struggles. In complementary relationships, the participants respond to one another in opposing ways. An example of such a relationship would be when one person is argumentative while the other is quiet.

Relational control

Relational control refers to who is in control within a relationship. The pattern of behavior between partners over time, not any individual's behavior, defines the control within a relationship. Patterns of behavior involve individuals' responses to others' assertions.

There are three kinds of responses:

• One-down responses are submissive to, or accepting of, another's assertions.
• One-up responses are in opposition to, or counter, another's assertions.
• One-across responses are neutral in nature.

Complementary exchanges

A complementary exchange occurs when a partner asserts a one-up message which the other partner responds to with a one-down response. If complementary exchanges are frequent within a relationship it is likely that the relationship itself is complementary.

Symmetrical exchanges

Symmetrical exchanges occur when one partner's assertion is countered with a reflective response: a one-up assertion is met with a one-up response, or a one-down assertion is met with a one-down response. If symmetrical exchanges are frequent within a relationship it is likely that the relationship is also symmetrical.

Applications of relational control include analysis of family interactions, and also the analysis of interactions such as those between teachers and students.