Chpt. 14 Communication

Exchange of information between a sender and receiver and the inference (perception) of meaning between the individuals involved

• 1)Sender encodes message, selects medium
• 2)Message is transmitted though medium (text)
• 3)Receiver decodes message+decides that feedback is needed
• 4)Receiver sends feedback through a medium

Person wanting to communicate information-the message

Person, group, or organization for whom the message is intended

Translates thoughts into code or language that can be understood by others

Depends on the nature of the message, its intended purpose, the audience, proximity to the audience, time constraints, and personal skills and preferences

• -Occurs when receivers receive a message.
• -Process of interpreting and making sense of a message

The sender gets a reaction from the receiver

Anything that interferes with the transmission and understanding of a message

• 1)Sender Barrier (forget/fear to sendmessge)
• 2)Encoding Barrier (poor word choice)
• 3)Medium Barrier (battery failure, busysignal)
• 4)Decoding Barrier (poor language skills)
• 5)Receiver Barrier (no message rec.)
• 6)Feedback Barrier (blank stare)

• 1)Personal Barriers
• 2)Physical Barriers
• 3)Semantic Barriers

• 1)Variable skills in communicating effectively
• 2)Variations in how info is processed+interpreted
• 3)Variations in interpersonal trust
• 4)Stereotypes+Prejudices
• 5)Big egos
• 6)Poor listening skills
• 7)Natural tendency to evaluate others messages
• 8)Inability to listen with understanding
• 9)Nonverbal Communication

• 1)Time zone differences
• 2)Telephone-line static
• 3)Distance from others
• 4)Crashed computers
• 5)Office Design

Study of words

• -Problems with language in communication
• -Fueled by the growing trend to outsource customer service operations to foreign countries like India

Represents language or terminology that is specific to a particular profession, group, or company

The ability to communicate effectively in specific situations

• 1) Assertive
• 2) Aggressive
• 3)Non-assertive

Pushing hard w/o attacking; permits others to influence outcome; expressive and self enhancing w/o intruding on others

Taking advantage of others; expressive and self-enhancing at others expense

Encouraging others to take advantage of us; inhibited; self-denying

• -Any message, sent or received independent of the written or spoken word
• -Includes factors as use of time and space, distance between persons when conversing, use of color, dress, walking behavior, standing, positioning, seating arrangement, office locations and furnishings

• 1)Body Movement and Gesturs
• 2)Touch
• 3)Facial Expressions
• 4)Eye Contact

• -Process of actively decoding and interpreting verbal messages
• -Requires cognitive attention and information processing

Listens for pleasure, entertainment, or inspiration

Interprets messages by focusing on emotions and body language

Organizes specific thoughts and actions and integrates this information by focusing on relationships among ideas

Attempt to understand the main message and determine important points

Listen analytically and continually formulate arguments and challenges to what is being said

Involves communicating with someone at a higher organizational level

Occurs when someone at a higher level in the organization conveys information or a message downward to one or more others

Flows among co-workers and between different work units, and its main purpose is coordination

2 way flow of information between employees and a variety of stakeholders outside the organization

Do not follow the chain of command or organizational structure

Unofficial communication system of the informal organization

Those who consistently pass along grapevine information to others

Those who use the grapevine to enhance their power and status

• -Involves the capacity of a given communication medium to convey information and promote understanding
• -Based on feedback, channel, type of communication, and language source

• 1)Overload Zone:medium provides more information than necessary
• 2)Zone of Effective Communication
• 3)Oversimplification Zone (medium does not provide necessary information)

• 1)Impersonal Static Media:newsletter, bulletin board, computer report, financial statements, general email.
• 2)Personal Static Media:memos, letters, personal email, voice mail.
• 3)Interactive Media:telephone, video conference