Lecture Two Chapter Two

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Lecture TwoChapter Two

• The Managerial Communications Process
• Note this lecture contains material not covered
  in your text.

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COMMUNICATION MODEL
ENCODING Choose Best Symbol Words, Voice,
Gesture, Facial Expression, Action Meaning is in
Significance to Decoder
FEEDBACK Determines if communicating to or with
people
DECODE Perceived Selective Perception (What is
Pleasant Meaning - Words dont have meaning only
people do.
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SYMBOLS DEFINED

• Objects, acts, relationships, or linguistic
  formations that stand ambiguously for a
  multiplicity of meanings, evoke emotions, and
  impel men to actions. (Cohen, 1976)

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SYMBOLIC ACTS

• Actions that call forth a larger and usually
  more complex set of ideas than the basic meaning
  of the action, in which the intrinsic subject is
  primarily a vehicle for conveying a broader
  message. (Hinckley, 1990)
• Symbolic acts need to be dramatic and empty of
  realistic detail. (Edelman, 1964)

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CATEGORIES OF SYMBOLS (Vaughn, 1995)

• STORIES
• RITUALIZED EVENTS
• SPECIALIZED LANGUAGE
• MATERIAL MANIFESTATIONS
• METAPHORS
• ACTIONS

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WHY ONE-WAY COMMUNICATION

• FASTER
• SENDER MAY FEEL UNDER ATTACK
• NOISY AND DISORDERLY VERSUS APPEARANCE OF NEAT
  AND EFFICIENT

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INTERNAL PERSONALITY FACTORS

• MENTAL FILTERS
• KNOWLEDGE
• Seek Common Knowledge
• CULTURE
• Country and Company
• STATUS
• Power Issues
• ATTITUDES
• How do people see themselves, people and things.
  Prejudice
• EMOTIONS
• Whole Person
• COMMUNICATION SKILLS

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STRATEGIES

• ANALYSIS
• LAYER ONE
• CLIMATE (Trust, Open/Closed)
• CULTURE (Shared Values, Beliefs, Informal, Power
  Structures) Multicultural (Polycultural)
• LAYER TWO
• SENDER
• Comfort, Skill, Personality, Power, Knowledge
• DECODER
• Relationship, Status,Audience Interest, Emotional
  State, Skill
• PURPOSE
• Social, Present Information, Persuade, Gain
  Information, Defend Ones Self

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STRATEGIES/ANALYSIS(2)

• Third Layer
• SPECIFIC CONTENT
• Positive (Good News First), Negative (Buffer
  Message), Neutral
• Fact (Concrete Information) / Opinion
  (Assumption)
• Importance to Receiver
• Controversial
• Polarization (Either-or Alternative)
• CHANNELS
• Oral
• Written
• Both
• Visual

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STRATEGIC/ANALYSIS(3)

• Physical Environment
• Privacy (Public and Private Behavior)
• Formality (Status and Propriety - Dr. Mr. Dean)
• Physical Distance (Geographic/Time)
• Familiarity (Degree of Comfort)
• Time (Power, Status, Time is Money in USA)
• Feedback
• Affect on overall strategy
• Determine if strategy was effective

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Metacommunication

• Unworded messages cannot be avoided
• Unworded messages have different meaning
• Unworded messages may be intentional or
  unintentional
• Unworded messages may get more attention than
  worded message
• Unworded message may provide clues (Intent,
  background)
• Unworded messages are influenced by circumstances
• Unworded messages can contradict
• Unworded messages can be good or bad

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CRITICAL ERRORS IN COMMUNICATION

• ALLNESS ILLNESS (People who think it is possible
  to know an say everything about something.)
  (Intolerant of others viewpoints)
• ASSUMPTION-OBSERVATION ERROR (Acceptance as valid
  without requiring proof)
• FAILURE TO DISCRIMINATE (Hardening of Categories)
  Fix - Internalize premise that people, things, or
  situations are unique, Develop separate index for
  unique characteristic. Avoid either or view of
  the world. Avoid Frozen evaluation (been there
  done that)