Chapter 9: Communication

Communication

The transmission of information from one person to another

to create a shared understanding and feeling

communicare

to share or make common

Encoding

Converting a thought, idea, or fact into a message composed of symbols, pictures, or words

Message

The encoded information

Channel

The medium used to send the message

Decoding

Translating the message back into something that can be understood by the receiver

Feedback

A check on the success of the communication

The message receiver sends a new message back to the original sender, and the original sender assesses if the receiver understood the original message as intended.

Noise

Anything that blocks, distorts, or changes in any way the message the sender intended to communicate

Nonverbal Communications

Communications that are not spoken or written but

that have meaning to others

Body Language

A body movement such as a gesture or expression that conveys information to others

Verbal intonation

is the emphasis given to spoken words and phrases.

One-way communication

information flows in only one direction.

The sender communicates a message without expecting or getting any feedback from the receiver.

Two-way communication

Once a receiver provides feedback to a sender

Pooled interdependence

is when employees work independently and their output is combined into group output

Sequential interdependence

like in an assembly line, requires tasks to be performed in a certain order.

This increases the need for communication as individuals or groups are dependent on other individuals or groups for the resources they need to complete their own tasks.

Reciprocal interdependence

Requires constant communication and mutual adjustment for task completion, such as a cross-functional research and development team, or an event-planning team, and creates the highest potential for conflict.

this is the most interdependent way of doing work and has the highest communication needs.

Selective perception

occurs when we selectively interpret what we see based on our interests, expectations, experience, and attitudes rather than on how things really are.

Filtering

How we reduce the amount of information being received to a manageable amount

is essential to managers because it helps to reduce the amount of noise in the communication process.

It also amplifies relevant and accurate information and minimizes the rest

Information overload

When the amount of information available exceeds our ability to process it

Organizational barriers to communication

come from the hierarchical structure and culture of the organization

Higher-level executives, for example, typically focus on information related to bigger picture issues and business strategy, while lower-level employees focus on customer issues, production, and deadlines

Low-context cultures

rely on the words themselves to convey meaning

communication tends to be more direct and explicit.

High-context cultures

rely on nonverbal or situational cues or things other than words to convey meaning

Communicating Asian or Arab cultures requires more trust and a greater understanding of the culture

managers tend to make suggestions rather than give direct instructions.

Active listening

Becoming actively involved in the process of listening to what others are saying and clarifying messages' meaning

Give feedback in private

Request permission

Try to preface a negative statement with a positive one.

Be specific but not overly harsh or negative.

Suggest specific changes that would help

Tips on Giving and Receiving Feedback (5)

Listening Skills

Giving and Receiving Feedback

Writing Skills

Presentation Skills

Meeting Skills

Communication Skills (5)

Information pull

Occurs when someone receives requested information

Information push

Occurs when information is received that was not requested

Home-based telecommuting

includes people who work at home for some period on a regular basis, but not necessarily every day

Satellite offices

are offices situated to be more convenient for employees and/or customers. These offices are located away from what would normally be the main office location.

Neighborhood work centers

provide office space for the employees of more than one company in order to save commutes to central locations

Mobile work

refers to work completed by traveling employees who use technology to communicate with the office as necessary from places such as client offices, airports, cars, and hotels

Internet, collaboration software, intranet, oral communication

Communication Media

Collaboration Software

allow members of workgroups and teams to share information to improve their communication, efficiency, and performance.

Workflow automation systems

use technology to facilitate and speed up work processes

Decision support systems

are interactive, computer-based systems that help decision-making teams find solutions to unstructured problems that require judgment, evaluation, and insights

Intranet

is a type of centralized information clearinghouse. At its simplest, it is a website stored on a computer that is connected to other company computers by an internal network

Portals

are similar to intranets but tend to be more project-focused.

Users interact with them with a standard computer browser like Internet Explorer or Netscape, but instead of containing links to news and weather, the links lead you to sites on the company's private intranet.

Webcasts

are live or prerecorded video segments that are broadcast over a company's intranet and archived for employees to view later

help higher levels of management communicate with more employees and communicate messages more effectively because the executive is able to use voice and even video to express the message through intonation and body language

Wikis

are searchable, archivable websites that allow people to comment on and edit one another's work in real time.

Blogs

are individuals' chronicles of personal thoughts and interests.

Some function as online diaries.

combines text, images, and links to other blogs, webpages, and other media related to its topic

Organizational communication

is the exchange of information among two or more individuals or groups in an organization that creates a common basis of understanding and feeling.

Downward communication

occurs when higher-level employees communicate to those at lower levels in the organization—for example, from a manager to a subordinate.

provides directions

Upward communication

occurs when lower-level employees communicate with those at higher levels—for example, when a subordinate tells a manager about a problem employees are having meeting a customer's request.

provides feedback

Horizontal communication

occurs when someone in an organization communicates with others at the same organizational level.

Managers often depend on each other to help get the job done, and communication is necessary for them to coordinate resources and workflow

Diagonal communication

When individuals from different units and organizational levels communicate

related to task performance

Formal communications

are official, organization-sanctioned communications.

They can be upward, downward, horizontal, or diagonal.

Typically involve some sort of written communication that provides a permanent record of the exchange.

Usually interpreted accurately.

Informal communication

is anything that is not official.

include gossip and answering another employee's question about how to do something.

Grapevine

is an example of an informal communication channel.

can promote the spread of gossip or rumors, which can be destructive and interfere with the functioning of the company, particularly if they are untrue.

Social network

The set of relationships among people connected through friendship, family, work, or other ties

Formal ties

refer to relationships with coworkers, bosses, and others we know because of the roles we hold.

Employees have these with their bosses and subordinates

Informal ties

are relationships based on friendship and choice