CHAPTER 10 COMMUNICATION

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CHAPTER 10COMMUNICATION

• MGT 3320
• Ms. Long
• CMSU

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AFTER STUDYING THIS CHAPTER,YOU SHOULD BE ABLE
TO

1. Describe the communication process.
2. Contrast the advantages and disadvantages of oral
   versus written communication.
3. Compare the effectiveness of the chain, wheel,
   and all-channel networks.
4. Identify the factors affecting the use of the
   grapevine.
5. Discuss how computer-aided technology is changing
   organizational communication.

L E A R N I N G O B J E C T I V E S
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AFTER STUDYING THIS CHAPTER,YOU SHOULD BE ABLE
TO

1. Explain the importance of channel richness to
   improving communication effectiveness.
2. Identify common barriers to effective
   communication.
3. List behaviors related to effective active
   listening.
4. Contrast the meaning of talk for men versus
   women.
5. Describe the potential problems in cross-cultural
   communication.

L E A R N I N G O B J E C T I V E S (contd)
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Functions of Communication

• Communication Functions
• Control member ________.
• Foster _______ for what is to be done.
• Provide a release for _________expression.
• Provide _________ needed to make decisions.

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Functions of Communication

• Communication Functions
• Control member behavior.
• Foster motivation for what is to be done.
• Provide a release for emotional expression.
• Provide information needed to make decisions.

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There Are 7 Parts In The Communication Process
Model
Communication Process The steps between a
_________ and a _______ that result in the
transference and understanding of meaning.
10-1
E X H I B I T
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There Are 7 Parts In The Communication Process
Model
10-1
E X H I B I T
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Direction of Communication
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Direction of Communication
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Interpersonal Communication

• _______ Communication
• Advantages Speed and feedback.
• Disadvantage Distortion of the message.
• _______ Communication
• Advantages Tangible and verifiable.
• Disadvantages Time consuming and lacks feedback.
• _______Communication
• Advantages Supports other communications and
  provides observable expression of emotions and
  feelings.
• Disadvantage Misperception of body language or
  gestures can influence receivers interpretation
  of message.

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Interpersonal Communication

• Oral Communication
• Advantages Speed and feedback.
• Disadvantage Distortion of the message.
• Written Communication
• Advantages Tangible and verifiable.
• Disadvantages Time consuming and lacks feedback.
• Nonverbal Communication
• Advantages Supports other communications and
  provides observable expression of emotions and
  feelings.
• Disadvantage Misperception of body language or
  gestures can influence receivers interpretation
  of message.

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Intonations Its the Way You Say It!
10-2
E X H I B I T
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Three Common _______ Small-Group Networks
10-3
E X H I B I T
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Three Common Formal Small-Group Networks
10-3
E X H I B I T
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Small-Group Networks and Effectiveness Criteria
10-4
E X H I B I T
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Grapevine

• Grapevine Characteristics
• Not controlled by ___________.
• Perceived by most employees as being more
  ________and ______ than formal communications.
• Largely used to serve the self-interests of those
  who use it.
• Results from
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety

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Grapevine

• Grapevine Characteristics
• Not controlled by ___________.
• Perceived by most employees as being more
  ________and ______ than formal communications.
• Largely used to serve the self-interests of those
  who use it.
• Results from
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety

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Suggestions for Reducing the Negative
Consequences of Rumors
10-5
E X H I B I T
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Computer-Aided Communication

• __________
• Advantages quickly written, sent, and stored
  low cost for distribution.
• Disadvantages information overload, lack of
  emotional content, cold and impersonal.
• ________
• A private organization-wide information network.
• ________
• An information network connecting employees with
  external suppliers, customers, and strategic
  partners.
• _______________
• An extension of an intranet or extranet that
  permits face-to-face virtual meetings via video
  links.

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Computer-Aided Communication

• __________
• Advantages quickly written, sent, and stored
  low cost for distribution.
• Disadvantages information overload, lack of
  emotional content, cold and impersonal.
• ________
• A private organization-wide information network.
• ________
• An information network connecting employees with
  external suppliers, customers, and strategic
  partners.
• _______________
• An extension of an intranet or extranet that
  permits face-to-face virtual meetings via video
  links.

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Emoticons Showing Emotion in E-Mail
10-6
E X H I B I T
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Choice of Communication Channel

• Characteristics of Rich Channels
• Handle ______ cues simultaneously.
• Facilitate ______feedback.
• Are very _______ in context.

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Choice of Communication Channel

• Characteristics of Rich Channels
• Handle multiple cues simultaneously.
• Facilitate rapid feedback.
• Are very personal in context.

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CHANNEL RICHNESS

• Research has found that channels differ in their
  capacity to convey information. Some are _____
  in that they have the ability to
• 1. Handle multiple cues simultaneously
• 2. Facilitate rapid feedback
• 3. Be very personal
• Others are _____ in that they score low in these
  three factors.

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CHANNEL RICHNESS

• Research has found that channels differ in their
  capacity to convey information. Some are rich in
  that they have the ability to
• 1. Handle multiple cues simultaneously
• 2. Facilitate rapid feedback
• 3. Be very personal
• Others are lean in that they score low in these
  three factors.

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Information Richness of Communication Channels
Low channel richness
High channel richness
Routine
Nonroutine
10-7
E X H I B I T
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Barriers to Effective Communication
___________________ is when people selectively
interpret what they see on the basis of their
interests, background, experience, and attitudes.
________ is a senders manipulation
of information so that it will be seen
more favorably by the receiver.
________________ is a condition in which
information inflow exceeds an an individuals
processing capacity.
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Barriers to Effective Communication
Selective perception is when people selectively
interpret what they see on the basis of their
interests, background, experience, and attitudes.
Filtering is a senders manipulation
of information so that it will be seen
more favorably by the receiver.
Information overload is a condition in which
information inflow exceeds an an individuals
processing capacity.
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Barriers to Effective Communication (contd)
Language Words have different meanings to
different people. ____, _______, and _____
______ are three of the more obvious variables
that influence the language a person uses and the
definitions he or she gives to words.
__________ is how a receiver feels at the time a
message is received will influence how the
message is interpreted.
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Barriers to Effective Communication (contd)
Language Words have different meanings to
different people. Age, education, and cultural
background are three of the more obvious
variables that influence the language a person
uses and the definitions he or she gives to words.
Emotions is how a receiver feels at the time a
message is received will influence how the
message is interpreted.
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Communication Barriers Between Men and Women

• ________ talk to
• Establish connection and intimacy.
• Criticize _____ for not listening.
• Speak of problems to promote closeness.
• Express regret and restore balance to a
  conversation.

• _______ talk to
• Emphasize status, power, and independence.
• Complain that _____ talk on and on.
• Offer solutions.
• To boast about their accomplishments.

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Communication Barriers Between Men and Women

• Women talk to
• Establish connection and intimacy.
• Criticize men for not listening.
• Speak of problems to promote closeness.
• Express regret and restore balance to a
  conversation.

• Men talk to
• Emphasize status, power, and independence.
• Complain that women talk on and on.
• Offer solutions.
• To boast about their accomplishments.

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THERE ARE 4 CULTURAL CROSS-CULTURAL BARRIERS TO
COMMUNICATION

• Cultural Barriers
• Barriers caused by _________
• Barriers caused by ______ ________
• Barriers caused by ______ ________
• Barriers caused by differences among __________

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Cross-Cultural Communication

• Cultural Barriers
• Barriers caused by semantics
• Barriers caused by word connotations
• Barriers caused by tone differences
• Barriers caused by differences among perceptions

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Hand Gestures Mean Different Things in Different
Countries
10-10a
E X H I B I T
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Hand Gestures Mean Different Things in Different
Countries (contd)
10-10b
E X H I B I T
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Communication Barriers and Cultural Context
____-_____ _________ are cultures that rely
heavily on nonverbal and subtle situational cues
in communication
_____-_____ ______ are cultures that rely
heavily on words to convey meaning in
communication
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Communication Barriers and Cultural Context
High-context cultures are cultures that rely
heavily on nonverbal and subtle situational cues
in communication
Low-context cultures are cultures that rely
heavily on words to convey meaning in
communication
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High-vs.Low-Context Cultures
E X H I B I T
10-11