Chapter 9 - Communication in Teams & Organisations Flashcards
Definition of Communication and its 6 Step Process
Communication is when information is transmitted and understood between two or more people.
- Form message
- Encode
- Transmit
- Decode
- Understand
- Feedback
4 Influences of Communication Effectiveness
- Similar encoding/decoding codebooks
- Encoding/decoding proficiency
- Communication channel
- Shared mental models
Pro’s and Con’s of Emai
Highly efficient and good media richness but low social presence. Contributes to information overload, reduces politeness and increases likelihood of email ‘flaming’; and poor communication channel for ambiguous, complex and novel situations.
2 examples of attempting to increase social presence in email
- Use of adjectives “wonderful work!”
2. Emoticons :)
What is the “Parallel Conversation”, its 4 main components and an example
Non verbal communication 1. Gestures 2. Body language 3. Voice inotation 4. Physical distance Eg: Western culture views maintaining eye contact as respectful whereas Asian / ATSI cultures consider it disrespectful
Why do businesses struggle to adopt social media platforms
Perception of being unprofessional
Lack understanding
Increases bullying/harassment
Privacy concerns with monitoring
2 factors which determine appropriateness of communication channel
- Media richness
2. Social acceptance
3 factors of social acceptance
- Individual and group preference
- Norms
- Symbolic means (impersonal/cool/professional etc)
Describe Media Richness Theory
The higher the complexity, ambiguity or non-routine the communication; the higher data capacity and media richness which is required
3 reasons face to face communication is better for persuasion
- Verbal and Non-Verbal communication
- Immediate and high quality feedback
- High social presence
Describe the 3 stages of the listening model
- Sense
- Evaluate
- Respond
7 traits of active listening
- Postpone evaluation
- Maintain interest/focus
- Avoid interruptions
- Emphasize with sender
- Organise information
- Clarify message
- Show interest
Describe social presence effect
Awareness and sensitivity to the presence of other participants and their status and self-presentation. Overly sensitive about ones looks that their attention is diverted away from the message
Describe information overload
When the volume of incoming information is greater than the capacity to receive/process
Contrast men and women’s talking style (5 points)
- Men are more dominating / Women flexible
- Men are more direct with advice / Women indirect
- Men are less sensitive to non-verbal cues / Women more sensitive
- Men use Report talk / Women use Rapport talk
- Men apologise less / Women apologise more
Memory aid:- Email from a woman.
Hi. How are you? (Rapport talk)
Perhaps we could try a new approach with the project. (Flexible and Indirect advice)
Apologies but I also noticed you seemed uncomfortable about X. Shall we catch up over coffee? (Apologizing and Non verbal cues)
