Four Functions of CommunicationKnowledge managementDecision making Coordinating work activitiesFulfils relatedness needs

Communication Process ModelReceiverSenderFormmessageTransmitMessageTransmitFeedback

Communication BarriersPerceptionsFilteringLanguageJargonAmbiguityInformation Overload

The HURIER Model:Components of Effective Listening9-14Hearing(paying carefulattention to whatis being said)Understanding(comprehendingthe messagesbeing sent)Remembering(being able torecall the messagebeing sent)Effective ListeningResponding(replying to thesender, lettinghim or her knowyou are payingattention)Evaluating(not immediatelypassing judgmenton the messagebeing sent)Interpreting(not reading anythinginto the message thesender is communicating)

Information OverloadEpisodes of information overloadEmployees information processing capacityTimeInformation Load

Overload: Problem SolvedGatekeeperMessage COverload(too many messagesreaching a personat once)Use gatekeepers tocontrol the numberof incomingmessages receivedUse queuing to present messages in orderProblem:Solutions:Message CMessage BMessage APersonMessage CMessage BMessage AMessage A Message B Message CPersonPerson

Oral vs. Written Communication: Preference for Media Depends on the Message9-5Mean Percentage of Managers Preferring MediaExtremelyambiguousmessagesExtremelyclearmessagesOral MediaWritten MediaOral media arepreferred forsending ambiguousmessages.Written media arepreferred for sendingclear messages.(88.3)(11.3)(32.1)(67.9)

Communicating Through E-mail Advantages of E-mailMessages quickly formed, edited, sent, and storedNeeds little coordinationRandom information accessFewer social status barriersProblems with E-mailInformation overloadFlamingInterpreting emotionsLacks empathy or social support

Guessing E-Mail EmoticonsHappySmirkDumb questionOOPS!Tongue in cheekHug:-):-}

Nonverbal CommunicationActions, gestures, facial expressions, etc.Transmits most info in face-to-face meetings Influences meaning of verbal and written symbolsLess rule bound than verbal communicationImportant part of emotional labour

Hierarchy of Media RichnessFace-to-faceTelephoneE-mailNewslettersOversimplifiedZoneOverloadedZoneRoutine/ClearNonroutine/AmbiguousRichLeanMediaRichnessSituation

Communicating in HierarchiesWorkspace designEmployee surveysNewsletters and e-zinesManagement by walking around

Grapevine CharacteristicsTransmits information very rapidly in all directionsRelatively accurate, but deletes details and exaggerates key pointsMore active in homogeneous groups who easy communication accessMost active when employees are anxiousUsually follows a cluster chain pattern

Personal Communication StyleThe Senator(sometimes Noble andsometimes Reflective)The Candidate(blend betweenSocratic and Reflective)The Magistrate(blend betweenNoble and Socratic)The Reflective(someone who wouldrather say nothingthan to hurt someoneelses feelings)The Socratic(someone who likes toargue his or herpoints fully)The Nobel(someone who sayswhats on his orher mind)

Internal vs. External Communications:Is There a Difference?MoreStatementsFewerStatementsRelative Proportion of StatementsThreats were used morethan opportunities whencommunicating internally.Opportunities were usedmore than threats whencommunicating externally.ThreatsOpportunitiesFocus of StatementsInternalstatementsExternalstatements

14A 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 ofthe effective date of the promotion. It is unclear from your memo how widespread theproblem was or if it was just isolated in certain geographies. Therefore, we will needadditional 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 promotionsonly 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 likewe screwed up at this end in getting the proofs to the printer on schedule. My staffand I feel badly about this and will take steps to provide better service.

Cross-Cultural CommunicationVerbal differencesLanguageNonverbal differencesVoice intonationInterpreting nonverbal meaningImportance of verbal versus nonverbalSilence and conversational overlaps

Gender Communication DifferencesMenWomen

Gender Issues in LeadershipMale 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 AcrossEmpathizeRepeat the messageUse timing effectivelyBe descriptive

Active Listening Process and StrategiesACTIVELISTENING

SENSINGPostpone evaluation Avoid interruptions Maintain interestEVALUATING

Empathize Organize informationRESPONDING

Show interest Clarify the message

Persuasive CommunicationAudienceCharacteristics

Self-esteem Inoculated

CommunicatorCharacteristics

Expert Credibility AttractiveCommunication Medium