Chapter 10: Communication Flashcards
Communication
Process by which info is exchanged between a sender and a receiver
Encoding and Decoding
Encoding: preparing message to be sent
Decoding: interpreting the message
Face-to-face communication
Exchange of info and meaning when two or more individuals are physically present and where communication occurs without the aid of mediating technology
Verbal communication
Messages are sent and recieved using written and spoken language
Nonverbal communication
Form of info exchange that doesn’t involve spoken or written words
- body language
Functions about nonverbal cures in face-to-face interactions
- convey info about who we are
- communicate dominance and establish hierarchy
- facilitate working together
- foster high quality relationships
- display emotional states
Computer-mediated communication
Exchange of info and meaning using an electronic digital medium
E.g. email, videoconferencing, corporate wikis
Informal, messages can be difficult to interpret, info overload
Videoconfrencing
- permits real-time, interaction
- option for those unable to travel
- works well for routine decisions, simple info exchanges, cooperative problem-solving
- prevents eye contact and awareness of social dynamics in group
Corporate Wikis
- allow people to quickly exchange verbal info and collaboratively solve problems, learn and create knowledge
- allow anyone to edit or delete content
- risk exposing incompetence or looking foolish to peers
Potential issues in communication process
- Communicator competence - ability
- Noise
- Info richness
- Gender differences
- Privacy
Communicator competence
Ability of communicators to encode and interpret messages
Noise
Disturbing or distracting stimuli that block or interfere with transmission of message
Info Richness
Amount and depth of info transmitted in message
Gender differences
Different ways that men and women tend to process/interpret info and communicate with others
Men: want to maintain status, power, independence
Women: want to build/strengthen relationships
Privacy
State in which individuals can express themselves freely without being observed, recorded or distributed by other, unauthorized individuals or groups
Communication Networks
Formal: officially sanctioned by management
Informal: spontaneous and emergent patterns of communication that result from the choices individuals make on their own
Downward Communication
Purpose: provide instructions to employees, increase consistency via written policies
Concerns: filtering required, communication is slow
Upward communication
Purposes: inform managers about activities happening
Concerns: risky sending messages to manager, can be politically motivated
Horizontal communication
Purpose: coordinate effort, solve problems, share info, resolve conflicts, build rapport
Concerns:
All-channel network structure
- any member can send and recieve messages from any other
- all info is shares
- members can verify the accuracy of messages received
Circle network structure
- members send and receive info from those immediately adjacent to them
- distorted messages may be passed (telephone)
- does not permit verification from non-adjacent members
Chain network structure
- info passed from member to member from one end of chain to another
- typical in hierarchical organizations and exemplifies downward communication
Y network structure
- one member controls the flow of info between one set of members
- highly centralized
Wheel network strcuture
- all communication between members controlled by a single member
- highly centralized
- little or no direct formal communication between spokes
Informal communication networks
- tend to be rooted in personal friendships, physical proximity and shared interests
- info travels very fast
- content of messages can confirm, contradict and elaborate upon info in formal channels
Grapevine
Primary informal communication network within organization
- word of mouth
Rumours
Messages that travel along the grapevine that lack evidence as to their truth or validity
Gossip
Rumours about other people
Interviewing
Structured interviews: involve standardized, job-relevant questions with scoring keys
Behaviour description interviews
Involve reflecting on past work experience
Situational interviews
Involve thinking about hypothetical, future situations
