Chapter 7 Flashcards
Communication
Transfer and understanding of a message between two or more people
Sender
establishes a message, encodes the message and choose the channel to send it
Receiver
decodes the message and provides feedback to the sender
Formal Channels
traditionally follow the authority chain w/in the organization
transmit messages related to the professional activities of members
Informal Channels
personal or social messages which are spontaneous and emerge as a response to the individual choices
Encoding
converting a message to symbolic form
decoding
interpreting a senders message
message
what is communicated
channel
the medium though which a message travels
Noise
communication barriers that distort the clarity of the message
feedback
checks how successfully we have been in transferring our messages as originally intended
communication apprehension
undue tension and anxiety about
Channel Richness
the amount of information that can be transmitted during a communication episode
Low vs High Richness channels
low: bulletin boards, memos, letters
medium: voice mails, online discussion groups
high: video conference, face-to-face conversations
Rich Channels
handle multiple cues simultaneously
facilitate rapid feedback
very personal
Barriers to Effective Communication
filtering selective perception defensiveness emotions information overload language silence non verbal communication proxemics
Filtering
the sender manipulates information so that it will be seen more favourably by the reciever
selective perception
the receiver selectively sees/hears based on their needs, motivations, experiences and background
defensiveness
when individuals interpret a message as threatening they often respond in ways that retard effective communication`
information overload
when the information we have to work w exceeds our processing capability
nonverbal communication
the distance between sender and receiver
2 important messages:
extent which and individual likes another individual
relative perceived status (how emotionally close they are)
Directions of Communication
downward- flows from one level of a group to another
upward: communications that flow to a higher level of a group
lateral: communication among members of the same work group,
Formal Networks
task-related communications that follow the authority chain (typically vertical)
The Grapevine
informal network
communications that flow along social and relational lines
not controlled by mngment
most employees perceive it as more believable/reliable than formal communication
largely used to serve the self interests of those w/in it
Formal Networks (types 3)
chain
wheel
all channel
Issues w/ Email
misinterpreting the message communicating negative messages time-consuming nature of email email emotions privacy concerns
Cultural Barriers to Communication (4)
Semantics (words mean different things to people)
word connotations (hai in Japanese)
Tone Difference
Differences in tolerance for resolving conflict and methods for resolving conflict
High Context vs Low Context Cultures
high: non verbal, use subtle situational cues
low: rely heavily on words to convey meaning
