Managerial communication

stimulation, motivation, frame of reference, person a, person b, encoding, decoding, codes, channel (medium), feedback, environment, noise

• can be either external or internal 
• external i.e. calendar reminder
• internal i.e. memory is jogged

reason for communicating 

where a person comes from and how it affects thier point of view i.e. background, age, gender, education, personality, attitudes, relationships

selecting codes to relay & express our meaning

using codes to interpret meaning

• words: oral or written
• 7% of meaning

• volume, rate, pitch, emphasis
• 38% of meaning

• posture, facial expressions, eye contact, space, touch, appearance
• 55% of meaning

• 1 on 1
• face to face
• group 
• presentations
• video conference
• telephone

• email
• texting
• twitter
• letters
• memos
• reports

organizational culture, climate and phyiscal environment

what makes an organization unique and gives it personality

• supportive atmosphere
• defensive atmosphere

heat, light, comfort, noisefree, age of building, etc

• anything that is going to interfere with communication
• -internally
• -channel

process of people exchaning ideas and feelings in a commonly understood way

purpose, fact/inference confusion, gender, and culture

as a result of this communication, my audience will...know, do, feel, etc

• made only after observation
• limited to what has been observed
• only made by the observer
• only about the past or present
• approach certainty
• subject to verifiable standards

• made at anytime
• go beyond what was observed
• made by anyone
• about anytime, past, present, future
• involve varying degrees of probability
• not subject to verifiable statements

• misinterpretation on codes
• ethnocentrism
• stereotypes
• denial of differences

• relies on not only words but context surrounding words
• i.e. china & japan

• relies on language to convey a message
• i.e. united states

• value individual acheivements, ideas, etc
• i.e. united states

• value putting the good of the group first
• i.e. china

• formal and hierarchical organizations
• i.e. united states

• social equality more relaxed toward title and status
• i.e. canada

• rituals, rules, codes of conduct
• i.e. japan & china

• flexible work environment, risk taking, etc.
• i.e. united states

• value punctuality & efficiency
• i.e. united states

• relaxed about time & punctuality
• i.e. asian, european, middle eastern countries

involuntary physical response to the environment

process that includes hearing, attending to, understanding, evaluating and responding to spoken and nonverbal messages

• identify objectives
• know your listening style
• build motivation
• generate energy (getting sleep, eating, etc)

• Simple message
• Checklist of items to share
• Short time to deliver
• Concrete message
• Listener understands
• You have credibility or authority
• Clear channel

• Rich meaning 
• Abstract/vague
• Listener not trained/experienced
• Listener not engaged
• Listener cynical
• You don’t have high credibility
• Cluttered, noisy channel

something that represents something else naturally linked with it

a sign with no direct link to the thing it represents

• “Let the evidence speak for itself”  (Gil Grissom, CSI)
• Presenting hard data
• Concrete object and sign attached to it
• Nike Swoosh,  McDonald’s arches, your high school logo
• Accurate and easy to remember

• Inaccurate and easily forgotten
• Meaning varies from person to person
• Excellent meal
• Mother
• Imprecise
• Senders
• – need to be aware of impact on listeners
• Meaning varies among listeners
• Meaning varies from time to time

• Gestures
• Body Movements
• Facial Expressions
• Eye Contact

• Tone and pitch – how the voice sounds
• Volume– how loud the voice is
• Speed– how fast someone is talking
• Characterizations– laughing, crying
• Fillers