Chapter 11 - Communication

• @@Communication@@: transfer and understanding of meaning.

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Functions of communication

• Communication serves four major functions within a group or organization:
  • Control
  • Motivation
  • Emotional expression
  • Information

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The communication process

• @@Communication process@@: steps between a source and a receiver that result in the transfer and understanding of meaning.
• @@Formal channels@@: communication channels established by an organization to transmit messages related to the professional activities of members.
• @@Informal channels@@: communication channels that are created spontaneously and that emerge as responses to individual choices.

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Direction of communication

• @@Downward communication@@: communication that flows from one level of a group/organization to a lower level.

• @@Upward communication@@ flows to a higher level in the group/organization. It’s used to provide feedback to higher-ups, inform them of progress towards goals, and relay current problems.

• @@Lateral communication@@: when communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent personnel.

  

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Organizational communication

• @@Grapevine@@: organization’s informal communication network.

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Modes of communication

• @@Oral communication@@: primary means of conveying messages.
  • Forms
  • Speeches
  • Formal one-on-one
  • Group discussions
  • Informal rumor mill or grapevine
  • Advantages
  • Speed
  • Feedback
  • Disadvantage
  • The more people a message must pass through, the greater the potential distortion.
• @@Written communication@@
  • Forms
  • Letters
  • Email
  • Instant messaging
  • Organizational periodicals
  • Any other method that conveys written words or symbols
• @@Non-verbal communication@@
  • Forms
  • Body movements
  • Intonations or emphasis we give to words
  • Facial expressions
  • Physical distance between the sender and receiver

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Choice of communication channel

• @@Channel richness@@: amount of information that can be transmitted during a communication episode.

  

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Persuasive communication

• @@Automatic processing@@: relatively superficial consideration of evidence and information making use of heuristics.
• @@Controlled processing@@: detailed consideration of evidence and information relying on facts, figures and logic.

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Barriers to effective communication

• @@Filtering@@: sender’s manipulation of information so that it will be seen more favorably by the receiver.
• Selective perception
• @@Information overload@@: condition in which information inflow exceeds an individual’s processing capacity.
• Emotions
• Language
• Silence
• @@Communication apprehension@@: undue tension and anxiety about oral communication, written communication or both.
• Lying

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Cross-cultural communication

• Cultural barriers
  • Barriers caused by semantics
  • Barriers caused by word connotations
  • Barriers caused by tone differences
  • Differences in tolerance for conflict and methods for resolving conflicts
• Cultural context
  • @@High-context cultures@@: cultures that rely heavily on nonverbal and subtle situational cues in communication.
  • @@Low-context cultures@@: cultures that rely heavily on words to convey meaning in communication.

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