Transcript Kreitner2e_Ch08

 2007 McGraw-Hill Ryerson Ltd.
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Chapter 8
Communication
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Learning Outcomes
After reading the material in this chapter, you should
be able to:
1. Describe the perceptual process model of
communication.
2. Describe the process, personal, physical,
and semantic barriers to effective
communication.
3. Demonstrate your familiarity with four
causes of communication distortion
between managers and employees.
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Learning Outcomes
4. Discuss the primary sources of nonverbal
communication and 10 keys to active
listening.
5. Explain electronic communication using
email, videoconferencing, and
collaborative computing, and explain the
related use of telecommuting.
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BASIC DIMENSIONS OF THE
COMMUNICATION PROCESS
What is Communication?
“The exchange of information between
a sender and a receiver, and the
inference (perception) of meaning
between the individuals involved.”
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BARRIERS TO EFFECTIVE
COMMUNICATION
 Process Barriers - involve all components of the
perceptual model of communication
 Personal Barriers - involve components of an
individual’s communication competence and
interpersonal dynamics between people
communicating
 Physical Barriers - pertain to the physical
distance between people communicating
 Semantic Barriers - relate to the different
understanding and interpretations of the
words we use to communicate
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ORGANIZATIONAL
COMMUNICATION PATTERNS
• Hierarchical Communication
– exchange of information between managers and
employees
• Grapevine
– unofficial communication system of the informal
organization
• Communication Distortion
– purposely modifying the content of a message
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Causes of Communication
Distortion
• Situational causes of distortion in
upward communication:
– When supervisors have high upward
influence and/or power
– When employees aspire to move upward
– When employees do not trust their
supervisors
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Reducing Communication Distortion
1. Deemphasize power differences
2. Enhance trust
3. Encourage staff feedback
4. Establish performance goals that
encourage focus on problems rather than
personalities
5. Encourage dialogue between those with
opposing viewpoints
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INTERPERSONAL COMMUNICATION
• Assertiveness
– Expressive & self-enhancing, but
does not take advantage of others
• Aggressiveness
– Expressive & self-enhancing, but
takes unfair advantage of others
• Nonassertiveness
– Timid and self-denying behaviour
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Nonverbal Communication
Nonverbal Communication – messages sent
outside of the written or spoken word
Primary Sources of nonverbal communication:
 Body movements & gestures
 Touch
 Facial Expressions
 Eye Contact
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Active Listening
Listening – actively decoding & interpreting verbal
messages; requires cognitive attention & information
processing
Listening Styles:
 Results-style listeners
– want the bottom line or result of a message
 Reasons-style listeners
– interested in the rationale behind a message
 Process-style listeners
– likes to discuss issues in detail
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Gender Differences in Communication
Women more likely to:
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Share credit for success
Ask questions for clarification
Mitigate criticism with praise
Indirectly tell others what to do
Men more likely to:
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Boast about themselves
Bluntly give feedback
Withhold compliments
Withhold questions
Refuse to admit fault or weakness
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Men Vs. Women
• Men often complain women talk on and
on about their problems
• Women criticize men for not listening
Here is what is happening:
• Men hear a problem & assert their
desire for independence & control by
offering solutions.
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Men Vs. Women
• Women view telling a problem as a
means to promote closeness and
support, not to get advice.
• This creates a situation where men
(advice givers) appear more
knowledgeable, reasonable and in
control.
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Men Vs. Women
• Men tend to see the phrase “I’m sorry”,
as a weakness because they see it as
accepting blame.
• Women see “I’m sorry” to express
empathy
“I know you must feel bad about this. I probably
would in the same position”
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ELECTRONIC COMMUNICATION
 Email
 Videoconferencing
 Collaborative Computing
 Telecommuting
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Email
Benefits:
Drawbacks:
1. Reduces cost of
distributing info
2. Can be a tool for
increasing teamwork
3. Reduces cost & time
associated with print
duplication & paper
distribution
4. Fosters flexibility
1. Can lead to wasted
time & distract from
important job duties
2. Can cause information
overload
3. People may use email
to communicate when
another medium is
more appropriate
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Videoconferencing
Video Conferencing: uses video and
audio links to connect people at different
locations
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Collaborative Computing
Collaborative Computing - uses computer
software and hardware to link people across a room or
across the globe.
Collaborative applications include:
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messaging & email systems,
calendar management,
videoconferencing,
electronic whiteboards, and
computer aided decision-making systems.
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Telecommuting
Proposed benefits of telecommuting include:
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Reduction of capital costs
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Increased flexibility & autonomy for workers
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Competitive edge in recruitment
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Increased job satisfaction & lower turnover
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Increased productivity
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Tapping non-traditional labour pools
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