Communication Flashcards
Importance of Communication
Nature of communication is changing and ORGs don’t have the same power over information
Communication
Process of receiving and send symbols with a meaning attached to it
Process of communicating
- Information source/sender
- Encoding
- Communication channels
- Receiver (decoding)
- Feedback
- Noise
Nonverbal communication ($)
Through :
- Facial expression
- Body motions
- Eye contact
- Physical gesture
Presence
Art of speaking without using words
Interpersonal Barriers (3)
When interlocutor aren’t able to listen due to personality issues.
- Selective listening
- Filter
- Avoidance
Physical Barriers
Interruption of noise or other persons that could interfere with the communications
Semantic Barriers
Poor choice or use of words and mixed messages
- Encoding problems
Types of Communication channels (2)
- Formal Channel
- Informal Channel
Grapevine
Network of friendships and acquaintances
- quickly and efficiently
- rumors
- Fulfill needs of people involved in them
Channel richness (3)
- Face 2 face
- Telephones, videoconferences, text
- Email, reports and letters
Communications flow (3)
- Downward
- Lateral communication
- Upward communication
Status differences
Potential barriers between people of higher and lower ranks
Supportive Communication Principles (4)
- Focus on problem not person
- Be specific, not global
- Own rather than disown
- Be congruent ( words + body language)
Problem of interpersonal communication (2)
- Defensiveness
- Disconfirmation
Principles of active listening (4)
Listening with the purpose of helping the other think through
- Reflecting
- Probing
- Avising
- Deflecting
Reflecting
Paraphrasing back what the speaker said, summarizing what was said
Probing
Asking for additional information that helps elaborate
Deflecting
Shifting to another topic
Advising
Telling someone what to do
Developmental feedback
Giving feedback in a honest and constructive way
Technique to give feedback (6)
- Developmental
- Be timely
- Prepare ahead of time
- Be specific
- Do it in private
- Limit the focus
Type of Noise (6)
Physical distractions Semantic Error Mixed messages Cultural differentiations Absence of feedbacks Status effect
