Chapter 9- Comminication Flashcards
A communication practice in which executives get out of their offices and learn from others in the organization through face-to-face dialogue.
Management by walking around (MBWA)
A unstructured and formal communication network founded on social relationships rather than organizational charts or job descriptions.
Grapevine
Collaboration web spaces where anyone in a group can write, edit or remove material from the website.
Wikis
A condition in which the volume of information received exceeds the person’s capacity to process it.
Information overload
The use of facts logical arguments, and emotional appeals to change another person’s belief and attitudes, usually for the purpose of changing the person’s behaviour.
Persuasion
A medium’s data-carrying capacity, that is, the volume and variety of information that can be transmitted during a specific time.
Media richness
The non-conscious of “catching” or sharing another person’s emotions by mimicking that person’s facial expressions and other nonverbal behaviour.
Emotional contagion
Refers to a process by which information is transmitted and understood between two or more people.
Communication
THE IMPORTANCE OF COMMUNICATION
- so people in an organization can work interdependently
- it plays a central role in organizational learning (distributing knowledge to employees)
- decision making, source of information to about decision context.
- changing behaviour, altering of ones belief, feeling, and behaviour toward the issue.
- support employee well being, helps employees to better mange their work environment.
Model of communication
> sender will form a message
encode the message
> receiver will receive the encoded message
decode the message
form a feedback
encode the feedback
> receive the encodes feedback
decode the feedback
“4 Factor Influence on effective encoding and decoding”
Sender and receiver rely on _____, which are dictionaries of symbols, language, gesture, idioms, and other tools used to convey information.
Similar codebooks
“4 Factor Influence on effective encoding and decoding”
Message Endcoding Proficiency
more experience communicating, the more proficient people are at using the codebook to convey message
“4 Factor Influence on effective encoding and decoding”
Communication Channel Motivation and Ability
effective communication improves when the sender and receiver are both motivated, and able to communicate using the same communication channel
“4 Factor Influence on effective encoding and decoding”
Shared Mental Model of the Communication Context
they have a common understanding of the environment regarding the information, less communication necessary to clarify info
Types of Communication
Verbal 35%
Communication uses words, so it includes spoken or written channels.
Types of Communication
Non-Verbal 65%
Any part of communication that does not use words. ie: facial expression, movement, eye contact, appearance, gesture, tone etc.
Communication Style
a style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others.
AGGRESSIVE COMMUNICATION
Communication Style
a style in which individuals clearly state their opinions and feelings, and firmly advocate for their rights and needs without violating the rights of others.
ASSERTIVE COMMUNICATION
Communication Style
a style in which individuals have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs.
PASSIVE COMMUNICATION
Communication Channel
Physical presence, the tone of the speaker’s voice and facial expressions help recipients of a message interpret that message as the speaker intends.
Face-to-Face Communication
Communication Channel
Use of social media, texting, email etc.
Internet based Communication
Problems with Emails
- Poor medium to communicate emotions
- Reduced Politeness and Respect
- Poor medium for ambiguous complex and novel situation
- Contributes to information overload
- (lack of non verbal communication, expression and emotion)
- (convey strong negative emotions to the receiver)
- (can be messy in regards of instruction)
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Communication Channel
Use when talking to a massive amount of peole
Social Media
Communication Channel
Communication which includes facial gesture, voice tone, physical distance, and even silence.
Non-Verbal Communication
Communication Barriers
Imperfect perceptual process of both sender and receiver
Receiver don’t listen as well as assume, and sender have difficulty stepping out of own perspective and steeping into perspective of others.
Communication Channel
Language Issues
Sender and receiver might not have the same “codebook”
Communication Channel
Ambiguity of Language
Purposively use of emotional obscure language to reflect the ambiguity of the topic or to avoid unwanted emotional response produced from more specific words.
Communication Channel
Jargon/semantics
Specialized words and phrases for specific occupation or groups, usually designed to improve communication efficiency.
Communication Channel
Filtering of message
tendency to filter messages. Filtering may involve deleting or delaying negative information or using less harsh words so the message sounds more favourable
Improving Communication
(Getting Your Message Across)
To get your message across to the other person,
- empathize with the receiver, (sensitive to words that may be ambiguous or trigger the wrong emotional response)
- be sure that you repeat the message, such as by rephrasing the key points a couple of times.
- your message competes with other messages and noise, so find a time when the receiver is less likely to be distracted
- if you are communicating bad news or criticism, focus on the problem, not the person.
To get your message across to the other person,
- empathize with the receiver, (sensitive to words that may be ambiguous or trigger the wrong emotional response)
- be sure that you repeat the message, such as by rephrasing the key points a couple of times.
- your message competes with other messages and noise, so find a time when the receiver is less likely to be distracted
- if you are communicating bad news or criticism, focus on the problem, not the person.
Improving Communication
(Active Listening-Receiver)
process of actively sensing the sender’s signals, evaluating them accurately, and responding appropriately.
- three components of listening, sensing, evaluating, and responding
process of actively sensing the sender’s signals, evaluating them accurately, and responding appropriately.
- three components of listening, sensing, evaluating, and responding
