Transcript Communication

Chapter 12 – Communication
BA 352
Kinicki & Kreitner and more
Chapter 15 - Key Focuses
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Communication competency (lecture)
Communication process (text 240–
242)
Communication distortion
Interpersonal communication
Active listening
Current issues
Communication competency
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“the ability and
willingness of an
individual to
participate
responsibly in a
transaction in such a
way as to maximize
the outcomes of
shared meanings”
Littlejohn & Jabusch, 1982
Communication Competency
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Process understanding
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Interpersonal sensitivity
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Communication skills
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Ethical responsibility
Communication Process
Source
Sends
Message
Receives
Intended Encodes
Meaning
Receiver
Decodes Perceived
Meaning
Feedback
Noise
Process barriers
Personal barriers
Physical barriers
Semantic barriers
Org. Communication
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the specific process through which
information moves and is exchanged
throughout an organization, and between
the organization and its environment.
Organizational
Communication
Downward Communication
Superior
To Influence:
Strategies
Objectives
Instructions
Policies
Feedback
Peer
Manager
Subordinates
Peer
To Inform:
Problems
Results
Suggestions
Questions
Needs
Upward Communication
Lateral Communication
To Coordinate:
Problems
Needs Advice
Feedback
Communication Barriers/Noise
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Process barriers
Personal barriers
Physical barriers
Semantic barriers
Cultural context concerns
LOW context
High context
Swiss
German
Scandinavians
United States
French
English
Italian
Spanish
Greek
Arab
Chinese
Japanese
Communication styles
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Assertive
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Aggressive
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Stick up for one’s need, clearly, directly,
respectfully
Stick up for one’s needs - ignoring or taking
advantage of others
Nonassertive
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Deny one’s needs - timid, inhibited
What would you do?
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A co-worker fails to get you the needed numbers for
your report.
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Avoid him/her and make up some numbers.
Tell everyone what a jerk s/he is.
Call and ask nicely again for the numbers - offer to help.
Call and tell him/her what an irresponsible jerk he is.
Do the numbers yourself.
Call and say “When you are late with the numbers, I get
frustrated (concerned) because it keeps me from getting
the report done.”
3-part assertive statements
Specific
behavior
When you call
me at work and
talk at length…
Disclosure of
feeling
I feel tense…
Tangible effect
Because I don’t
get my work
done on
schedule.
Bolton, R. (1979). People skills: How to assert yourself, listen to
others and resolve conflicts. New York: Touchstone Press. (153).
Active Listening
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Active listening
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the ability to help the source of a message say
what he or she really means
Takes empathy
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Attend to feelings and meanings as well as
content
Adopt communicator’s frame of reference, and
postpone evaluation
Check for defensiveness due to inaccurate
perceptions
Active Listening
From Bolton, 1979
Attending
Posture
Body motion
Eye contact
Environment
Active
Listening
Following
Door openers
Encouragers
Questions
Silence
Reflecting
Paraphrasing
Reflecting feelings
Reflecting meanings
Summarizing
Use Feedback to Test for Communication
Quality
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Feedback:
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The process through which a message recipient
communicates back with the sender
Tips
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Focus on specific behaviors (useful), not global
Keep feedback impersonal
Focus on goals
Make feedback timely
Ensure understanding and clarity
Direct negative feedback toward behavior that is
controllable by the recipient
Communication Technologies
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Advantages:
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Speed, flexibility
Availability, accessibility
Efficiency
Collaborative
Disadvantages
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Time consuming, distracting
Overload, spamming, flaming
Impersonal
Face-to-face
Telephone
Mail
Photocopier
Voice mail
Fax
E-mail
Video conferencing
Intranet,Internet,
Extranet
Collaborative
computing
Current issues
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Gender differences/linguistic styles
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Privacy
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Political Correctness
Effective Communication
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Effective Communication:
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Efficient Communication:
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This occurs when the intended meaning of the
source and the perceived meaning of the receiver
are virtually the same
Occurs at minimum cost in terms of resources
expended
Although some forms of communication are
efficient, they are not necessarily effective