Chapter 7: Communication Flashcards
Communication
Transfer and understanding of a message between two or more people
Communication is vague definition to capture all forms of communication. What are some examples or forms of communication
conversation, sign language, email, pictures, movies, signs drawings
Process of Communication: Encoding
Converting message to symbolic form
Process of Communication:
Decoding
Interpreting a sender’s message
Process of Communication: Message
What is communicated
Process of Communication: Channels and 2 types
Medium through which message travels, formal and informal channels
Formal Channels
and examples
follow the authority chain within the organization and transmit messages depending on professional roles. Etc memos, documents
Informal Channels and examples
transmit personal or social messages which are spontaneous, responses for individuals etc instagram, text, commenting
Feedback
Checks how successful we have been in transferring our messages. Has an understanding been achieved
Sender
Party who establishes a message, encodes it, and chooses the channel to send it
Receiver
Party who decodes and provides feedback to the sender
Noise and 2 examples
Communication barriers that distort the clarity of the message
etc perceptual errors and information overload
Communicate Effectively 2 components
Right Channel and no Noise
Rich Channel (3 benefits)
- handle multiple cues simultaneously
- facilitate rapid feedback
- very personal
How to choose the correct channel?
made based on the type of the message you need to send
- When to choose Rich Channel (2)
- Flaws of Rich Channel
Always should choose as simply better to transmit a message.
Reserved for situation that require transmitting non-routine complicated messages
Rich channels costly so impractical to use continuously
Does Routine messages use rich channel?
No, they use fewer rich channels as straightforward and low level of ambiguity
Noise
Communication Barriers that distort clarity of message
Can we fully eliminate noise?
no impossible as product of information processing. Must reduce to minimize impact
Filtering and when is it more common
Sender manipulates information so that it is seen more favourable by receiver
more common in vertical levels in organization hierarchy
Selective Perception
Receivers selectively see and hear based on their needs, motivation, experience, background and other personal characteristics
Information Overload
Info we have to work with exceeds our processing capacity etc emails, calls, meeting, memos.
Effects of Information Overload (2)
How to avoid (1)
- People who suffer from this tend to select, ignore, pass over, or forget
- May lead to issues with work-life balance
- Avoid by connecting technology less frequently
Emotions
People interpret same message differently when they are angry or distraught than when they are happy
People in 1.negative moods 2. positive: do what with message?
- scrutinize messages in greater detail
- tend to accept communication at face value
Language 3 flaws
- words can be ambiguous
- people speak different languages
- age and context of message
- Silence
- What if silence is ignored?
- Absence of speech or noise, appears to be inaction but not necessarily inaction
- problems in the workplace, employees experience psychological stress
What does Silence Convey (3)
- Thinking or contemplating a response to a question
- Anxiety about speaking
- Agreement, dissent, frustration, or anger
Nonverbal Communication and two important messages it conveys
Body movements, facial expressions, physical distance of sender and receiver
- individual likes or interested
- emotional connection between sender and receiver
Lying and cues
Out right misrepresentation of information. People better at this over phone than in person
Averting gaze, pausing, shifting posture, changing story
Formal Channels
Task related communication channels that follow the authority chain within the organization. (Vertical and up through hierarchy)
Formal Channel Chain:
speed
accuracy
leader
satisfaction
moderate speed, high accuracy, moderate emergence of a leader, moderate member satisfaction
Formal Channel Wheel:
speed
accuracy
leader
satisfaction
fast speed, high accuracy, high emergence of a leader, low member satisfaction
Formal Channel All-Channel:
speed
accuracy
leader
satisfaction
fast speed, moderate accuracy, no emergence of leader, high member satisfaction
Informal Channel:
Channels that transmit personal/relational/social messages which are spontaneous. Communication that flows along social and relational lines
Informal Channels and Work (3)
Employees see if more believable than formal channels, serve self interest of people, no management control
Electronic Communication, Email Problems (3-5)
- Prone to misinterpretation
- Not suitable for communicating negative messages
- Tend to be time-consuming, especially for communicating complex messages
- Emotions cannot be transmitted efficiently though email
- Prone to security breaches
Instant Messaging (IM) and Text Messaging (TM) in organizations
gaining popularity in organizations as they are fast, and inexpensive for managers to stay in touch with employees and peers with each other. Short and Simple messages
Why IM and TM likely to not replace email (2)
Email is better for long messages and grouping participants, can be saved
Additional security concerns for IM/TM
