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Four Functions of

Communication
• Knowledge management

• Decision making

• Coordinating work activities

• Fulfils relatedness needs


Communication Process Model
Sender Transmit Receiver
Message

Receive
Form Encode Decode
encoded
message message message
message

Noise

Decode Receive Encode Form


feedback feedback feedback feedback

Transmit
Feedback
Communication Barriers
• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information Overload
9-14

The HURIER Model:


Components of Effective Listening
Understanding
Hearing (comprehending Remembering
(paying careful the messages (being able to
attention to what being sent) recall the message
is being said) being sent)

Effective Listening

Responding Interpreting
(replying to the Evaluating (not reading anything
sender, letting (not immediately into the message the
him or her know passing judgment sender is communicating)
you are paying on the message
attention) being sent)
Information Overload
Episodes of
information
overload

Employee’s
information
processing
capacity

Information Load

Time
Overload: Problem Solved
Problem:
Message A
Overload
(too many messages Message B Person
reaching a person
at once) Message C

Solutions:

Use gatekeepers to Message A


control the number
of incoming Message B Gatekeeper Message C Person
messages received Message C

Use queuing to
present messages Message A Message B Message C Person
in order
Oral vs. Written Communication: 9-5

Preference for Media Depends on the


Oral media Message
are

Mean Percentage of Managers Preferring Media


preferred for
sending ambiguous Written media are
messages. preferred for sending
clear messages.
90
(88.3)
80
70 Oral Media
60 (67.9)
50
Written Media
40
30 (32.1)
20
10 (11.3)

Extremely Extremely
ambiguous clear
messages messages
Communicating Through E-mail

Advantages of E-mail
–Messages quickly formed, edited, sent, and stored
–Needs little coordination
–Random information access
–Fewer social status barriers

Problems with E-mail


–Information overload
–Flaming
–Interpreting emotions
–Lacks empathy or social support
Guessing E-Mail Emoticons
:-) Happy

:-} Smirk

<:-) Dumb question

:-X OOPS!

:-j Tongue in cheek

{} Hug
Nonverbal Communication
• Actions, gestures, facial expressions,
etc.
• Transmits most info in face-to-face
meetings
• Influences meaning of verbal and written
symbols
• Less rule bound than verbal
communication
• Important part of emotional labour
Hierarchy of Media Richness
Rich

Overloaded Face-to-face
Zone
Telephone
Media
Richness E-mail
Oversimplified
Newsletters Zone

Lean
Routine/ Nonroutine/
Situation Ambiguous
Clear
Communicating in Hierarchies
• Workspace design

• Employee surveys

• Newsletters and e-zines

• Management by walking
around
Grapevine Characteristics
• Transmits information very rapidly in all
directions
• Relatively accurate, but deletes details
and exaggerates key points
• More active in homogeneous groups who
easy communication access
• Most active when employees are anxious
• Usually follows a cluster chain pattern
Personal Communication Style
The Nobel
(someone who says
what’s on his or
her mind)
The Magistrate
(blend between
Noble and Socratic)

The Senator The Socratic


(someone who likes to
(sometimes Noble and argue his or her
sometimes Reflective) points fully)

The Candidate
(blend between
Socratic and Reflective)
The Reflective
(someone who would
rather say nothing
than to hurt someone
else’s feelings)
Internal vs. External
Communications:
More
Is There a Difference?
Threats were used more Opportunities were used
Statements than opportunities when more than threats when
communicating internally. communicating externally.
Relative Proportion of Statements

External
statements

Internal
statements
Fewer
Statements

Threats Opportunities
Focus of Statements
A MEMO THAT LEAVES YOU SCRATCHING YOUR HEAD:
WHAT DID HE SAY?

ORIGINAL MESSAGE:

“As per your subject memo; we are researching the history of Price Promotion #18B to
establish why the new price sheets were not received by the sales force in advance of
the effective date of the promotion. It is unclear from your memo how widespread the
problem was or if it was just isolated in certain geographies. Therefore, we will need
additional facts on where you think the problem occurred. As you know, we have
gotten complaints from sales people in the past that they did not receive the promotions
only to find out later that they had lost them due to their own disorganization.”

TRANSLATION:

“We screwed up but are not going to admit it.”

IMPROVED MESSAGE:

“Thanks for bringing the problem with this promotion to my attention. It looks like
we screwed up at this end in getting the proofs to the printer on schedule. My staff
and I feel badly about this and will take steps to provide better service.” 14
Cross-Cultural Communication
• Verbal differences
– Language
• Nonverbal differences
– Voice intonation
– Interpreting nonverbal meaning
– Importance of verbal versus nonverbal
– Silence and conversational overlaps
Gender Communication
Differences
Men Women
Report talk Rapport talk

Gives advice Gives advice


quickly and indirectly and
directly reluctantly
Avoids asking for Frequently asks for
information information

Less sensitive More sensitive to


to nonverbal nonverbal cues
cues
Gender Issues in Leadership
• Male and female leaders have similar
task- and people-oriented leadership.

• Participative leadership is used more


often by female leaders.

• Women rated less favourably than


equivalent male leaders due to
stereotyping.
Getting Your Message Across
• Empathize

• Repeat the message

• Use timing effectively

• Be descriptive
Active Listening Process and
Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest

ACTIVE
LISTENING

RESPONDING EVALUATING
• Show interest • Empathize
• Clarify the message • Organize information
Persuasive Communication

Communicator Audience
Characteristics Communication Medium Characteristics

• Expert • Self-esteem
• Credibility Message • Inoculated
• Attractive Content

• Present all sides


• Few arguments
• Emotional appeals
• Inoculation effect

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