Transcript Lecture # 17 & 18

Lecture # 18
Chapter 14 – Managerial
Communication
Types of Communication
Communication: exchange of messages between
people to achieve common meanings.
1. Verbal communication: written or oral use of
words to communicate.
2. Non-verbal communication: communication
done by means of elements and behaviors that
are not coded into words.
 Kinesic behavior: body movements such as
gestures, facial expressions, eye movements
and postures.
 Proxemics: influence of proximity and space
on communication.
 Paralanguage: vocal aspects of communication
that relate to how something is said rather than
to what is said.
 Object language: communicative use of
material things, including clothing, cosmetics,
furniture and architecture.
Components of Communication
Process
 Sender: initiator of the message
 Encode: process of translating an intended
message into words and gestures.
 Message:
encoding
process
outcome
consisting of verbal and non-verbal symbols
developed to convey meaning to the receiver.
 Medium: method used to convey the message
to the intended receiver.
 Receiver: person with whom the message is
exchanged.
 Decode: process of translating symbols into
the interpreted message.
 Noise: any factor in the communication
process creating disturbance.
 Feedback: receiver’s basic response to the
interpreted message.
 One-way
communication:
when
communication process does not allow for
feedback.
 Two-way
communication:
when
communication process allows for feedback.
Perceptual processes
Perception: is the process of acquiring and
making sense of information.
3 main stages:
I. Selecting: filtering stimuli so only some
information receives our attention.
II. Organizing: patterning of information from
the selection stage.
III. Interpreting: giving meaning to the selected
and organized information.
Distortions to managerial
communication
 Stereotyping:
tendency
to
attribute
charactertics to an individual on the basis of an
assessment of the group to which they belong.
 Halo effect: tendency to use a general
impression based on one or a few charactertics
of an individual to judge other charactertics of
that same individual.
 Projection: tendency of an individual to
assume others share your thoughts, feelings
and charactertics.
 Perceptual defense: tendency to block out or
distort information one finds threatening.
Attribution processes
Attribution theory: theory attempting to explain
how individuals make judgments about the
causes of other’s or their own behavior.
 Fundamental attribution error: tendency to
underestimate importance of situational
influences and overestimate the importance of
dispositional influences.
 Self-serving bias: tendency to perceive oneself
as responsible for successes and others as
responsible for failures.
Semantics
Semantics: study of meanings and word choices.
 Semantic net: network of words and word
meanings a given individual has available for
recall.
 Semantic blocks: blockages or communication
difficulties arising from word choices.
Cultural context
 High-context cultures: culture where the
emphasis is on establishing and strengthening
relationships in the course of exchanging
information.
 Low-context cultures: culture where the
emphasis is on exchanging information and is
focused on building relationships.
Communication skills
 Active listening: process in which a listener
actively participates in attempting to grasp
facts and feelings being expressed by the
speaker.
 Feedback
Group communication networks
 Communication
network:
pattern
of
information flow among task-group members.
 Centralized networks:
 Y network
 Wheel network
 Chain network
 Decentralized networks:
 Circle network
 All-channel network
Organizational communication
channels
 Communication
channels:
patterns
of
organizational flow representing potential
established passage through which managers
and other organization members can send and
receive information.
Vertical communication
Vertical
communication:
communication
involving a message exchange between two or
more levels of the organizational hierarchy.
 Downward
communication:
vertical
communication flowing from higher to lower
levels in the organization.
 Upward
communication:
vertical
communication flowing from lower to higher
levels in the organization.
Horizontal communication
Horizontal communication: lateral or diagonal
message
exchange
either
work-unit
boundaries, involving peers reporting to the
same supervisor, or across work-unit
boundaries, involving individuals who report
to different supervisors.
Formal Vs. Informal
 Formal communication: vertical and horizontal
communication which follows paths specified
by the official hierarchical organization
structure and related task requirements.
 Informal communication or grapevine: which
takes place without regard to hierarchical or
task requirements.
Electronic communication
 Electronic mail system: mail system allowing
high-speed exchange of written messages by
use of computerized text processing and
networks.
 Voice mail: recording system providing
senders with opportunity to leave messages for
receivers by telephone.
 Teleconferencing:
simultaneous
communication among a group of individuals
by telephone or via computer.
 Videoconferencing: holding meetings with
individuals in two or more locations by means
of closed-circuit television.