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CHAPTER 11 – COMMUNICATION
Functions of Communication
Communication Process = the steps between a source and a receiver that result in the
transference and understanding of meaning
1. The sender
2. Encoding
3. The message
4. The channel – the medium selected by the sender through which the message travels to
the receiver
Types :
a. Formal Channel – are established by the organization and transmit messages
that are related to the professional activities of members.
b. Informal Channel - used to transmit personal or social messages in the
organization. These informal channels are spontaneous and emerge as a
response to individual choices
5. Decoding
6. The receiver – the person(s) to whom the message is directed, who must translate the
symbols into understandable form
7. Noise – communication barriers that distort the clarity of the message, such as
perceptual problems, information overload, etc
8. Feedback – is the check on how seccesful we have been in transferring our messages
originally intended.
Direction of Communication
Interpersonal Communication
Oral Communication
Such as speeches, formal one-on-one and group discussion
- Advantages : Speed and feedback
Organizational Communication
The Grapevine
the informal communication network in a group or organization
Grapevine characteristics :
– Informal, not controlled by management.
– Perceived by most employees as being more believable and reliable than formal
communications.
– Largely used to serve the self-interests of those who use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
1. Provide information
2. Explain actions and decisions that may appear inconsistent, unfair, or secretive
3. Refrain from shooting the messenger – respond to them calmly, rationally and
respectfully
4. Maintain open communication channels
Electronic Communications
o Email
Advantages : quickly written, sent, and stored; low cost for distribution
Disadvantages: information overload, lack of emotional content, cold and
impersonal
o Instant Messaging and Text Messaging
Advantage : “real time” e-mail transmitted straight to the receiver’s
desktop.
Disadvantage : can be intrusive and distracting.
o Networking Software
Linked systems organically spread throughout the nation and world that
can be accessed by a PC
Includes:
Social networks like MySpace® and Facebook®
Professional networks like Zoominfo® and Ziggs®
Corporate networks such as IBM’s BluePages®
Key Points:
These are public spaces – anyone can see what you post
Managing information
1. Dealing with information overload – a condition in which information
2. Always on Call
3. Information security
1. Filtering
A sender’s manipulation of information so that it will be seen more favorably by the
receiver.
2. Selective Perception
People selectively interpret what they see on the basis of their interests, background,
experience, and attitudes.
3. Information Overload
A condition in which information inflow exceeds an individual’s processing capacity.
4. Emotions
How a receiver feels at the time a message is received will influence how the message is
interpreted.
5. Language
Words have different meanings to different people.
6. Silence
- Defined by the absence of information
- Silence is less likely where minority opinions are treated with respect, work
group identification is high, and high procedural justice prevails.
7. Communication Apprehension
Undue tension and anxiety about oral communication, written communication, or both
8. Gender Differences
Global Implications
A. Cultural Barriers
Caused by :
1. Semantics: some words aren’t translatable between cultures
2. Word Connotations: some words imply multiple meanings beyond their definitions
in different languages
3. Tone Differences: the acceptable level of formality of language. In some cultures,
language is formal, in others, it’s informal.
4. Differences in tolerance for conflict and methods for resolving conflicts: the
differences between people who tend to be individualist and collectivist in solving
the conflicts
B. Cultural Context
- The importance of social context to meaning
C. A Cultural Guide
To reduce your chance of making a faux pas in another culture, err on the side of
caution by:
a. Assuming differences until similarity is proven
b. Emphasizing description rather than interpretation or evaluation
c. Practicing empathy in communication
d. Treating your interpretations as working hypotheses