Topic 7 - Communication Flashcards
which parts of the communication process model considers the sender?
- chooses a message
- encodes the message
- chooses the channel
which parts of the communication process model consider the receiver?
- decodes message
- provides feedback
starting at the sender, what are the steps of the communication process model?
- Sender
- Chooses a message
- Encodes a message
- Chooses the channel
- Noise
- Receiver
- Decodes Message
- Provides Feedback to Sender
What are communication channels?
the steps between a source and a receiver that result in the transfer and understanding of meaning
what are the two kinds of communication channels?
formal and informal
what are formal communication channels?
established by a organizations to transmit messages related to the professional activities of members
what are informal communication channels
created spontaneously and that emerge as responses to individual choices
which communication channels are low richness?
- formal reports, bulletins (least)
- memos, letters
- prerecorded speeches
which communication channels are high richness?
- face-to-face conversations (most)
- video conferences
- telephone conversations
- live speeches
What are some factors that may influence the sender encoding process?
Verbal = words Nonverbal = - paralanguage (pitch, tone, etc) - kinetics (gestures, posture) - proxemics (eye behaviour, facial expression, personal space, etc) - contact vs. non contact cultures
What are some factors that may influence the receiver decoding process?
Barriers:
- cultural differences
- perceptual screens
- language, ambiguity, jargon
- status
- gender
- defensive communication
Body language: arms crossed
- protecting themselves
- not sure
- in disagreement
Body language: fists-clenched, arms crossed
- hostile attitude
- not in agreement, but not showing it
Body language: double arm grip
- insecure
- not buying what you are selling
- thinking
Body language: arms at the back, one gripping the other
- frustrated
- angry
- thinking
- self-control
- different than having hands loosely together
Body language: the leg twine
- shy, timid
- trying to make self smaller
Body language: looking at eachother with arms and legs crossed
uncertain about eachother
Body language: looking at eachother openly
open and accepting
Body language: crotch display
used by tough people to intimidate
will a certain body language lead to the corresponding mental state?
LIKELY
What are the 9 barriers to effective communication?
- filtering
- selective perception
- information overload
- emotions
- language
- silence
- nonverbal communication
- lying
- cultural barriers
what is filtering?
sender’s manipulation of information so that it will be seen more favourably by the receiver
what is selective perception?
people’s selective interpretation of what they see based on their interests, background, etc.
what are the 5 cultural barriers to communication?
- semantics
- work connotations
- tone differences
- differences in conflict tolerance
- cultural context
How are semantics a cultural barrier to communication
non-translatable words
how are word connotations a cultural barrier to communication?
same words mean different things
what is cultural context?
the degree of relying on nonverbal and subtle situational cues when communicating
Examples of High context cultures
China, Japan, Korea
Examples of Low Context Cultures
Germany, Switzerland
Is Canada low or high context?
in the middle, but closer to LOW
high context cultures:
rely heavily on nonverbal and subtle situational cues in communication
low context cultures:
rely heavily on words to convey meaning in communication
What are some suggestions for communicating with people from other cultures?
- know yourself
- foster a climate of mutual respect, fairness, democracy
- learn the cultural context of each person
- listen
- state facts, not interpretations
- consider other person’s point of view
- proactively maintain the identity of the group
what are three strategies for communicating effectively?
- Active Listening
- Supportive communication (non-defensive)
- Effective feedback
How can we be active listeners?
- show interest
- paraphrase
- reflect back the speakers implicit thoughts/feelings
- ask sincere, open-ended questions
How to use supportive communication?
- be descriptive rather than evaluative
- use SPECIFIC communication, not global
- Own your statements and feelings (“I” not “we”)
- words and body language match thought and feelings
How to provide effective feedback?
- specific
- timely
- focus on problem, not person
- frequent
what are the three directions of organizational communication?
- downward
- lateral
- upward
