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Chapter 11 - Communication
Communication: transfer and understanding of meaning.
Functions of communication
Communication serves four major functions within a group or organization:
Control
Motivation
Emotional expression
Information
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.
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.
Organizational communication
Grapevine: organization’s informal communication network.
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
Choice of communication channel
Channel richness: amount of information that can be transmitted during a communication episode.
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.
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
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.
Chapter 11 - Communication
Communication: transfer and understanding of meaning.
Functions of communication
Communication serves four major functions within a group or organization:
Control
Motivation
Emotional expression
Information
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.
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.
Organizational communication
Grapevine: organization’s informal communication network.
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
Choice of communication channel
Channel richness: amount of information that can be transmitted during a communication episode.
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.
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
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.