week 10 mgt

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Chapter  Fourteen  

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Learning  Objec4ves  

LO.1 Explain the perceptual process model of communication, and describe the barriers to effective communication.

LO.2 Specify two major impacts of social media that are changing the general communication landscape.

LO.3 Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness.

LO.4 Discuss the primary sources of nonverbal communication.

LO.5 Review the five dominant listening styles and 10 keys to effective listening.

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Learning  Objec4ves  (cont.)  

LO.6 Describe how linguistic styles vary for women and men and what can be done to improve everyone’s communication effectiveness.

LO.7 Discuss the formal and informal communication channels.

LO.8 Explain the contingency approach to media selection. LO.9 Describe the Internet generation, and discuss the pros

and cons of teleworking. LO.10 Specify practical tips for more effective e-mail and cell

phone etiquette, and discuss policies for using social media Web sites in the workplace.

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Basic  Dimensions  of  the     Communica4on  Process  

!  Communication 9  the exchange of information between a sender

and receiver and the inference (perception) of meaning between the individuals involved

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Communica4on  Process  in  Ac4on  

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A  Perceptual  Model  of   Communica4on  

!  Sender 9  person wanting to communicate information-the

message !  Receiver

9  person, group, or organization for whom the message is intended

!  Encoding 9  translates thoughts into code or language that

can be understood by others

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A  Perceptual  Model  of   Communica4on  

!  Selecting a Medium 9  depends on the nature of the message, its

intended purpose, the audience, proximity to the audience, time constraints, and personal skills and preferences.

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A  Perceptual  Model  of   Communica4on  

!  Decoding 9  occurs when receivers receive a message 9  process of interpreting and making sense of a

message !  Feedback

9  the sender gets a reaction from the receiver

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A  Perceptual  Model  of   Communica4on  

!  Noise 9  anything that

interferes with the transmission and understanding of a message

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Poten4al  Breakdowns  in  the   Communica4on  Process  Itself  

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Barriers  to  Effec4ve   Communica4on  

1. Personal barriers 9  any individual attribute that hinders

communication 2. Physical barriers 3. Semantic barriers

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Personal  Barriers  

1. Variable skills in communicating effectively 2. Variations in how information is processed

and interpreted 3. Variations in interpersonal trust 4. Stereotypes and prejudices 5. Big egos

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Personal  Barriers  (cont.)  

6. Poor listening skills 7. Natural tendency to evaluate other’s

messages 8. Inability to listen with understanding 9. Nonverbal communication

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Physical  Barriers  

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Barriers  to  Effec4ve   Communica4on  

!  Semantics 9  study of words

!  Semantic barriers 9  problems with language in communication 9  fueled by the growing trend to outsource

customer service operations to foreign countries like India

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Barriers  to  Effec4ve   Communica4on  

!  Jargon 9  represents language or terminology that is

specific to a particular profession, group, or company

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Interpersonal  Communica4on  

!  Communication competence 9  the ability to

communicate effectively in specific situations

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Communica4on  Styles  

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Tips  for  Saying  No  

!  Don’t feel like you have to provide a yes or no answer on the spot.

!  Be honest, and start your response with the word no.

!  Use nonverbal assertive behaviors to reinforce your words.

!  Use verbal assertive behaviors.

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Nonverbal  Communica4on  

!  Nonverbal Communication 9  any message, sent or received independent of

the written or spoken word 9  includes such 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.

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Sources  of  Nonverbal   Communica4on  

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Ac4ve  Listening  

!  Listening 9  Process of actively decoding and interpreting

verbal messages. 9  requires cognitive attention and information

processing

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Listening  Styles  

!  Appreciative 9  listens for pleasure, entertainment, or

inspiration !  Empathetic

9  interprets messages by focusing on emotions and body language

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Listening  Styles  

!  Comprehensive 9  organizes specific thoughts and actions and

integrates this information by focusing on relationships among ideas

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Listening  Styles  

!  Discerning 9  attempt to understand the main message and

determine important points !  Evaluative

9  listen analytically and continually formulate arguments and challenges to what is being said

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The  Keys  to  Effec4ve  Listening  

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Communica4on  Differences  between   Women  and  Men  

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Formal  Communica4on  Channels  

!  Upward communication 9  involves communicating with someone at a

higher organizational level !  Downward communication

9  occurs when someone at a higher level in the organization conveys information or a message downward to one or more others.

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Formal  Communica4on  Channels  

!  Horizontal communication 9  flows among

coworkers and between different work units, and its main purpose is coordination

!  External communication 9  two-way flow of

information between employees and a variety of stakeholders outside the organization

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Informal  Communica4on  Channels  

!  Informal communication channels 9  Do not follow the chain of command or

organizational structure. !  Grapevine

9  Unofficial communication system of the informal organization.

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Informal  Communica4on  Channels  

!  Liaison individuals 9  Those who

consistently pass along grapevine information to others.

!  Organizational moles 9  Those who use the

grapevine to enhance their power and status.

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Media  Richness  

!  Media richness 9  involves the capacity of a given communication

medium to convey information and promote understanding

9  based on feedback, channel, type of communication, and language source

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A  Con4ngency  Model  for  Selec4ng   Communica4on  Media  

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Protec4ng  against  Security  and  Privacy   Breaches  on  the  Internet