Transcript Communicating in the Internet Age

Chapter Twelve
Communicating in the
Digital Age
McGraw-Hill/Irwin
Copyright © 2010 The McGraw-Hill Companies, Inc. All rights reserved.
After reading the material in this chapter,
you should be able to:
• Describe the perceptual process model of
communication
• Describe the process, personal, physical, and
semantic barriers to effective communication
• Contrast the communication styles of
assertiveness, aggressiveness, and
nonassertiveness
• Discuss the primary sources of nonverbal
communication
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After reading the material in this chapter,
you should be able to:
• Review the five dominant listening styles and
10 keys to effective listening
• Explain the information technology of
Internet/intranet/extranet, e-mail, instant
messaging, handheld devices, blogs,
videoconferencing/telepresence, and group
support systems, and explain the related use
of teleworking
12-3
Basic Dimensions of the
Communication Process
• Communication
- the exchange of information between a sender
and receiver and the inference of meaning
between the individuals involved
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A Perceptual Model of Communication
Figure 12-1
12-5
A Perceptual Model of
Communication
• Sender
- person wanting to communicate informationthe message
• Receiver
- person, group, or organization for whom the
message is intended
• Encoding
- translates thoughts into code or language that
can be understood by others
12-6
Question?
Alexa is informing her subordinates that the
expense reimbursement policy for travel
has been significantly modified. Alexa
would be considered which of these?
A.
B.
C.
D.
Decoder
Medium
Sender
Noise
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A Perceptual Model of
Communication
• Selecting a Medium
- depends on the nature of the message, its
intended purpose, type of audience, proximity
to the audience, time horizon for
disseminating the message, personal
preferences, and the complexity of the
problem/situation at hand
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A Perceptual Model of Communication
• Decoding
- occurs when receivers receive a message
- process of interpreting and making sense of a
message
• Feedback
- receives expresses a reaction to the sender’s
message
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A Perceptual Model of
Communication
• Noise
- interference with
the transmission
and understanding
of a message
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Barriers to Effective Communication
1. Personal barriers
-
any individual attribute that hinders
communication
2. Physical barriers
3. Semantic barriers
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Personal Barriers
1. Variable skills in communicating
effectively
2. Variations in how information is
processed and interpreted
3. Variations in personal trust
4. Stereotypes and prejudices
5. Big egos
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Personal Barriers (cont.)
6. Poor listening skills
7. Natural tendency to evaluate other’s
messages
8. Inability to listen with understanding
9. Nonverbal communication
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Physical Barriers
1.
2.
3.
4.
5.
Time zone differences
Telephone-line static
Distance from others
Crashed computers
Office design
12-14
Question?
Laura works at an office with low-walled
cubicles. There is often a lot of background
noise and Laura has trouble hearing clients
on the phone. This is an example of a
________ barrier.
A.
B.
C.
D.
Process
Physical
Personal
Semantic
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Barriers to Effective Communication
• Semantics
- study of words
• Semantic barriers
- problems with language in communication
- fueled by the growing trend to outsource
customer service operations to foreign
countries like India
- jargon
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Interpersonal Communication
• Communication
competence
- ability to effectively
use communication
behaviors in a given
context
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Communication Competence Affects
Upward Mobility
Figure 12-2
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Assertiveness, Aggressiveness, and
Nonassertiveness
• Assertive style
- expressive and self-enhancing, but does not
take advantage of others.
• Aggressive style
- expressive and self-enhancing, but takes
advantage of others
• Nonassertive style
- timid and self-denying behavior.
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Question?
Sam has an expressive and self-enhancing
communication style, which is based on the
notion that it is not right or good to violate our
own or others' basic human rights. Sam can be
described as having which of these styles?
A.Aggressive
B.Nonassertive
C.Nonverbal
D.Assertive
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Communication Styles
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Sources of Nonverbal Communication
• Nonverbal Communication
- messages sent outside of the written and
spoken word
• Sources:
- Body movement and gestures
- Touch
- Facial expression
- Eye contact
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Question?
Travis was in a meeting with his supervisor
regarding sales analysis. Travis had his
arms folded and legs crossed. Travis's
nonverbal behavior communicated which of
these?
A.
B.
C.
D.
Semantics
Defensiveness
Aggressiveness
Immediacy
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Active Listening
• Listening
- actively decoding and interpreting verbal
messages.
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Listening Styles
• Appreciative
- listens for pleasure, entertainment, or
inspiration
• Empathetic
- interprets messages by focusing on emotions
and body language
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Question?
Dr. Philip interprets messages by focusing on
emotions and body language. His listening style
can be described as __________.
A. Appreciative
B. Empathetic
C. Discerning
D. Evaluative
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Listening Styles
• Comprehensive
- organizes specific thoughts and actions and
integrates this information by focusing on
relationships among ideas
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Listening Styles
• Discerning
- attempt to understand the main message and
determine important points
• Evaluative
- listen analytically and continually formulate
arguments and challenges to what is being
said
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The Keys to Effective Listening
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Women and Men Communicate
Differently
• Women are more likely to share credit for
success, ask questions, and tactfully give
feedback
• Men are more likely to boast, to bluntly give
feedback, and less likely to admit fault or
weakness
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Communication in the Computerized
Information Age
• Multicommunicating
- the use of technology to participate in several
interactions at the same time
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Internet/Intranet/Extranet
• Internet
- a global network of computer networks.
• Intranet
- an organization’s private internet.
• Extranet
- connects internal employees with selected
customers, suppliers, and strategic partners
12-32
Question?
Wal-Mart has established their computer
networking system as such that it connects
the stores and company individuals with
their suppliers and key strategic partners.
This can be described as a(n)
A.
B.
C.
D.
Telecommuting
Intranet
Extranet
Videoconferencing
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Benefits of E-mail
1. Reduced the cost of distributing
information
2. Increased teamwork
3. Reduced paper costs
4. Increased flexibility
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Drawbacks to E-mail
1. Wasted time and effort
2. Information overload
3. Increased costs to organize, store, and
monitor usage
4. Neglect of other media
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Videoconferencing/Telepresence
• Videoconferencing
- uses video and audio links along with
computers to enable people in different
locations to see,
hear, and talk with
one another
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Videoconferencing/Telepresence
• Telepresence
- advanced form of teleconferencing
- requires specially designed rooms with
multiple cameras, sound-damping equipment
and high-definition video screens
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Benefits of Videoconferencing and
Telepresence
• Systems can reduce an organization’s
travel expenses
• Allow people working across the world to
participate in the innovation process on an
as needed basis
• Allow employees to speed up the decision
making process
12-38
Group Support Systems
• Group support systems
- using computer software and hardware to help
people work better together
- have demonstrated increased productivity and
cost savings
12-39
Teleworking
• Teleworking
- a work practice in which an employee does
part of his job in a remote location using a
variety of information technologies
- Also called telecommuting
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Supplemental Slides
• Slides 42-46 contain extra non-text
examples to integrate and enhance
instructor lectures
-
Slide 42: Texting Etiquette
Slide 43: Off-Duty Blogging
Slide 44: Blogs
Slide 45-46: Video discussion slides
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Texting Etiquette
• When with someone, ask
permission to check or send
texts
• Set rules with family and
friends
• Don’t text anything you would
not want sent to someone else
• Follow school or workplace
rules for cell phone usage
• Don’t text about sex
Source: Text-Messaging etiquette? 4getit, Arizona Republic, 12/12/06, p. A1, A4 12-42
Off-Duty Blogging
• You have three employees….
- Greg blogs about his company’s
employment practices
- Sue blogs about sexually fantasies
- Diane blogs about her strong political views
• All three are excellent employees… your
CEO says you need to fire each of them.
Do you? Can you legally?
12-43
Blogs
• Blog
- online journal in which people comment on
any topic
Read an example of
BusinessWeek’s Blog
12-44
Video: A Week Without Technology:
Could You Do It?
• What business processes are affected by the presence or
lack of technology? Is it possible for a company to be
competitive today without technology?
• How is the perceptual model of communication different
when technology is used than if it were not? Which types
of communication barriers might be different?
• How are the non-verbal aspects of communication
affected by technology?
• How would you do in Dennis’s situation - could you have
lasted the full week?
12-45