Chapter Ten

1. Chapter Ten

2. 15-3a Perceptual Process Model of Communication Model is based on notion that people create meaning in their own minds. Elements of model include: • Sender. Person, group, or organization that communicate with a receiver. • Encoding. Sender translates thoughts into a code or language that can be understood by others. • The Message. The output of encoding. • Selecting a Medium. Method used to communicate. All media have advantages and disadvantages.

3. 15-3b Perceptual Process Model of Communication(continued) • Decoding. Receiver converts a message into a form that can be interpreted. • Creating Meaning. Receivers interpret message by using components of social information processing. • Feedback. Receivers response to a message. • Noise. Anything that interferes with the transmission and understanding of a message.

4. 15-5Figure 15-4 A Contingency Model for Selecting Communication Media High Overload zone (medium provides more information than necessary) Face-to-face Telephone Personal written Zone of effective communication Richness of Communication Medium Formal written Oversimplification zone (medium does not provide necessary information) Formal numeric Low Low High Complexity of Problem/Situation

5. 15-7a Table 15-1a Communication Styles Communication Nonverbal VerbalStyle Description Behavior Pattern Behavior Pattern Assertive Pushing hard Good eye contact Direct and without Comfortable but unambiguous attacking; firm posture language permits others Strong, steady, No attributions or to influence and audible voice evaluations of outcome; Facial other’s behavior expressive and expressions Use of “I” self-enhancing matched to statements and without message cooperative “we” intruding on Appropriately statements others serious tone Selective interruptions to ensure under- standing

6. 15-7b Table 15-1b Communication Styles (continued) Communication Nonverbal VerbalStyle Description Behavior Pattern Behavior Pattern Aggressive Taking advantage Glaring eye Swear words and of others; contact abusive language expressive and Moving or Attributions and self-enhancing at leaning too close evaluations of other’s expense Threatening other’s behavior gestures (pointed Sexist or racist finger; clenched terms fist) Explicit threats or Loud voice put-downs Frequent interruptions

7. 15-7c Table 15-1c Communication Styles (continued) Communication Nonverbal VerbalStyle Description Behavior Pattern Behavior Pattern Nonassertive Encouraging Little eye contact Qualifiers others to take Downward (“maybe”; “kind advantage of glances of”) us; inhibited; Slumped posture Fillers (“uh,” self-denying Constantly “you know,” shifting weight “well”) Wringing hands Negaters (“It’s Weak or whiny not really that voice important”; “I’m not sure”)

8. 15-8 Tips for Improving Nonverbal Communication Skills • Maintain eye contact • Occasionally nod your head in agreement • Smile and show animation • Lean toward the speaker • Speak at a moderate rate • Use an assuring tone

9. 15-10a Listening Styles • Results-style listeners are interested in hearing the bottom line or final conclusion of a message before asking questions. They are:- direct- action oriented- focused on the present- problem solvers- interested in clearly stated conclusions • Reasons-style listeners are interested in hearing the rationale behind a message. They are:- concerned with whether or not a solution is practical and reasonable- prone to weigh and balance all information- likely to argue, out loud or internally- intolerant of communications that are disorganized- interested in knowing “why” a sender believes in whatever he or she is communicating

10. 15-10b Listening Styles (continued) • Process-style listeners like to discuss issues in detail and prefer to receive background information prior to discussing an issue. They are:- people oriented- interested in all the background or supporting information associated with an issue- very interested in obtaining high quality solutions- future oriented- have ongoing conversations- indirect- concerned with “how” something will be accomplished and in identifying the benefits of proposed solutions

11. 15-11aTable 15-3a Communication Differences between Women and Men LinguisticCharacteristic Men Women TakingCredit Greater use of “I” statements(e.g., “I did this” and “I didthat”); more likely to boastabout their achievements Greater use of “We” statements (e.g., “We did this” and “We did that”); less likely to boast about their achievements DisplayingConfidence Less likely to indicate thatthey are uncertain about anissue More likely to indicate a lackof uncertainty about anissue

12. 15-11bTable 15-3b Communication Differences between Women and Men (continued) LinguisticCharacteristic Men Women Askingquestions Less likely to ask questions(e.g., asking for directions) More likely to ask questions ConversationRituals Avoid making apologiesbecause it puts them in aone-down position More frequently say “I’msorry”

13. 15-11cTable 15-3c Communication Differences between Women and Men (continued) LinguisticCharacteristic Men Women Givingfeedback More direct and blunt More tactful; tend totemper criticism with praise Giving compliments Stingy with praise Pay more complimentsthan men Indirectness Indirect when it comes toadmitting fault or when theydon’t know something Indirect when telling otherswhat to do

14. 15-12 Hierarchical Communication • Managers provide downward communication about- job instructions- job rationale- organizational procedures and practices- feedback about performance- indoctrination of goals • Employees provide upward communication about- themselves- co-workers- organizational practices and policies- what needs to be done and how to do it • Timely and accurate hierarchical communication promotes individual and organizational success

15. 15-13 The Grapevine The Grapevine: represents the unofficial communication system of the informal organization. • The grapevine is- characterized most frequently as a cluster pattern in which one individual passes along information to other people, who in turn communicate the information to selected others- faster than formal channels- about 75 percent accurate- used when people are insecure and faced with organizational change- used by employees to acquire the majority of their on-the-job information

16. 15-15a Key Terms Associated with Information Technology Organizations are increasingly using information technology to improve productivity and customer satisfaction. • Internet: a global network of computer networks • Intranet: an organization’s private internet that uses firewalls to block outside internet users from accessing confidential information • Extranet: an extended intranet that connects internal employees with customers, suppliers, and other strategic partners • Electronic Mail: uses the internet/intranet to send computer-generated text and documents • Video Conferencing: uses video and audio links to connect people at different locations

17. 15-16 Barriers to Effective Communication • Process Barriers: involve all components of the perceptual model of communication • Personal Barriers: involve components of an individual’s communication competence and interpersonal dynamics between people communicating • Physical Barriers: pertain to the physical distance between people communicating • Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate For class discussion: Which of the barriers to effective communication is the most difficult to deal with? Explain.