Chapter Ten

1
Chapter Ten
2
Perceptual Process Model of Communication
15-3a

• Model is based on notion that people create
  meaning in their own minds. Elements of model
  include
• Sender. Person, group, or organization that
  communicate with a receiver.
• Encoding. Sender translates thoughts into a code
  or language that can be understood by others.
• The Message. The output of encoding.
• Selecting a Medium. Method used to communicate.
  All media have advantages and disadvantages.

3
Perceptual Process Model of Communication(continu
ed)
15-3b

• Decoding. Receiver converts a message into a form
  that can be interpreted.
• Creating Meaning. Receivers interpret message by
  using components of social information
  processing.
• Feedback. Receivers response to a message.
• Noise. Anything that interferes with the
  transmission and understanding of a message.

4
A Contingency Model for Selecting Communication
Media
15-5Figure 15-4
High
Overload zone (medium provides more
information than necessary)
Face-to-face
Telephone
Personal written
Zone of effective communication
Richness of Communication Medium
Formal written
Oversimplification zone (medium does not provide
necessary information)
Formal numeric
Low
Low
High
Complexity of Problem/Situation
5
Communication Styles
15-7a Table 15-1a

• Communication Nonverbal VerbalStyle Descrip
  tion Behavior Pattern Behavior Pattern
• Assertive Pushing hard Good eye contact Direct
  and without Comfortable but unambiguous attacki
  ng firm posture language permits
  others Strong, steady, No attributions or to
  influence and audible voice evaluations
  of outcome Facial others
  behavior expressive and expressions Use of
  I self-enhancing matched to statements
  and without message cooperative
  we intruding on Appropriately statements oth
  ers serious tone Selective interruptions
  to ensure under- standing

6
Communication Styles (continued)
15-7b Table 15-1b

• Communication Nonverbal VerbalStyle Descrip
  tion Behavior Pattern Behavior Pattern
• Aggressive Taking advantage Glaring eye Swear
  words and of others contact abusive
  language expressive and Moving
  or Attributions and self-enhancing
  at leaning too close evaluations of others
  expense Threatening others behavior gesture
  s (pointed Sexist or racist finger
  clenched terms fist) Explicit threats
  or Loud voice put-downs Frequent inter
  ruptions

7
Communication Styles (continued)
15-7c Table 15-1c

• Communication Nonverbal VerbalStyle Descrip
  tion Behavior Pattern Behavior Pattern
• Nonassertive Encouraging Little eye
  contact Qualifiers others to take Downward (
  maybe kind advantage of glances of) us
  inhibited Slumped posture Fillers
  (uh, self-denying Constantly you
  know, shifting weight well) Wringing
  hands Negaters (Its Weak or whiny not
  really that voice important
  Im not sure)

8
Tips for Improving Nonverbal Communication Skills
15-8

• Maintain eye contact
• Occasionally nod your head in agreement
• Smile and show animation
• Lean toward the speaker
• Speak at a moderate rate
• Use an assuring tone

9
Listening Styles
15-10a

• Results-style listeners are interested in hearing
  the bottom line or final conclusion of a message
  before asking questions. They are- direct-
  action oriented- focused on the present-
  problem solvers- interested in clearly stated
  conclusions
• Reasons-style listeners are interested in hearing
  the rationale behind a message. They are-
  concerned with whether or not a solution is
  practical and reasonable- prone to weigh and
  balance all information- likely to argue, out
  loud or internally- intolerant of communications
  that are disorganized- interested in knowing
  why a sender believes in whatever he or she
  is communicating

10
Listening Styles (continued)
15-10b

• Process-style listeners like to discuss issues in
  detail and prefer to receive background
  information prior to discussing an issue. They
  are- people oriented- interested in all the
  background or supporting information associated
  with an issue- very interested in obtaining high
  quality solutions- future oriented- have
  ongoing conversations- indirect- concerned with
  how something will be accomplished and in
  identifying the benefits of proposed solutions

11
Communication Differences between Women and Men
15-11aTable 15-3a
LinguisticCharacteristic
Men
Women
TakingCredit
Greater use of I statements(e.g., I did this
and I didthat) more likely to boastabout
their achievements
Greater use of We statements (e.g., We did
this and We did that) less likely to boast
about their achievements
DisplayingConfidence
Less likely to indicate thatthey are uncertain
about anissue
More likely to indicate a lackof uncertainty
about anissue
12
Communication Differences between Women and Men
(continued)
15-11bTable 15-3b
LinguisticCharacteristic
Men
Women
Askingquestions
Less likely to ask questions(e.g., asking for
directions)
More likely to ask questions
ConversationRituals
Avoid making apologiesbecause it puts them in
aone-down position
More frequently say Imsorry
13
Communication Differences between Women and Men
(continued)
15-11cTable 15-3c
LinguisticCharacteristic
Men
Women
Givingfeedback
More direct and blunt
More tactful tend totemper criticism with praise
Giving compliments
Stingy with praise
Pay more complimentsthan men
Indirectness
Indirect when it comes toadmitting fault or when
theydont know something
Indirect when telling otherswhat to do
14
Hierarchical Communication
15-12

• Managers provide downward communication about-
  job instructions- job rationale- organizational
  procedures and practices- feedback about
  performance- indoctrination of goals
• Employees provide upward communication about-
  themselves- co-workers- organizational
  practices and policies- what needs to be done
  and how to do it
• Timely and accurate hierarchical communication
  promotes individual and organizational success

15
The Grapevine
15-13
The Grapevine represents the unofficial
communication system of the informal organization.

• The grapevine is- characterized most frequently
  as a cluster pattern in which one individual
  passes along information to other people, who
  in turn communicate the information to selected
  others- faster than formal channels- about 75
  percent accurate- used when people are insecure
  and faced with organizational change- used by
  employees to acquire the majority of their
  on-the-job information

16
Key Terms Associated with Information Technology
15-15a
Organizations are increasingly using information
technology to improve productivity and customer
satisfaction.

• Internet a global network of computer networks
• Intranet an organizations private internet that
  uses firewalls to block outside internet users
  from accessing confidential information
• Extranet an extended intranet that connects
  internal employees with customers, suppliers, and
  other strategic partners
• Electronic Mail uses the internet/intranet to
  send computer-generated text and documents
• Video Conferencing uses video and audio links to
  connect people at different locations

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Barriers to Effective Communication
15-16

• Process Barriers involve all components of the
  perceptual model of communication
• Personal Barriers involve components of an
  individuals 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
• For class discussion Which of the barriers to
  effective communication is the most difficult
  to deal with? Explain.