Communication Flashcards
What is communication? And why its important
-Process by which information is transmitted and understood between people
Better decision making
organizational learning
employee well being
coordinating work activities
changing others behaviour
Communication process model
and what makes it more effective:
Sender: forms message and the encodes message, and then transmits it
Receiver: receives messages, decode message, form feedback, encode feedback, transmit back
Sender: receives encoded message, decode it
Sender/receiver have similar codebooks
Sender is experienced encoding that message
Sender/receiver are motivated and able to use the selected channel
Sender/receiver have shared mental models of the communication context
Communication channels:
Verbal: uses words, so it includes spoken or written channels.
Written(the big one emails. It’s the preferred channel for coordinating work, it tends to increase communication volume and alters the communication flow while minorly reducing status differences)
(It does have some negatives such as emotions are poorly communicated, politeness is reduced, not great for complex stuff, and increases info overload)
Non-verbal: any part of communication that does not use words. It includes facial gestures, voice intonation, physical distance, and even silence.
What is emotional contagion and its three purposes:
The automatic process of sharing another person’s emotions by mimicking their facial expressions and other nonverbal behavior
Serves three purposes:
Provides continuous feedback to speaker
Increases emotional understanding
Communicates a collective sentiment
What are the four factors affecting communication channel decisions:
1-Synchronicity (The extent that the channel requires/allows sender and receiver to communicate at the same time (synchronous) or at different times (asynchronous).
)[Depends on urgency, complexity, cost, if time needed to reflect]
2-Social Presence (Extent that the channel creates psychological closeness to others, awareness of their humanness, and appreciation of the interpersonal relationship.)
3-Social Acceptance (Do others support use of that communication channel for that purpose)
4-Media Richness (the channel’s data-carrying capacity needs to be aligned with the communication activity)[High richness when channel:
Conveys multiple cues
Allows timely feedback
Allows customized message
Permits complex symbols
Use rich communication media when the situation is nonroutine and ambiguous]
(Media richness does not apply well to electronic channels)
What is persuasive communication:
and five communication barriers:
Changing another person’s beliefs and attitudes.
-Spoken is more persuasive cause of nonverbal cues and immediate feedback, and high social presence
-Written can be persuasive because of more technical details
Perceptions
Information Overload
Language:Jargon:Ambiguity
Filtering
What is information overload and two solutions:
-Job’s information load exceeds person’s capacity to process it
Information gets overlooked or misinterpreted
Two sets of solutions:
Increase information processing capacity
Examples: Learn to read faster, remove distractions
Reduce information load
Examples: Buffering, omitting, summarizing
Key components of active listening:
+what is the active listening process:
Make eye contact, and be engaged-Put your own thoughts on hold-Provide feedback through
don’t interupt
Sensing(wait, avoid interrupting, be interested)- evaluating(empathize and organize feedback)- responding(Show interest, clarify)
What is happening due to organizational grapevine:
Benefits and limitations:
Transmits information rapidly in all directions
Follows a cluster chain pattern
More active in homogeneous groups
Transmits some degree of truth
- internet is shaping the grapevine
Benefits
Fills in missing information from formal sources
Strengthens corporate culture
Relieves anxiety
Associated with the drive to bond
Limitations
Distortions might escalate anxiety
Perceived lack of concern for employees when company info is slower than grapevine
