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Chapter 7

STUDY
PLAY
What percent of time do people spend their waking hours communicating—writing, reading, speaking, listening?
70 percent
Work Canada survey of 2039 Canadians in six industrial and service categories found
61 percent of senior executives believed that they did a good job of communicating with employees; Only 33 percent of managers and department heads believed that senior executives were effective communicators
What percents of hourly workers, clerical employees, and professional staff reported that senior executives did a good job of communicating with them?
22% hourly workers & professional staff, 27% clerical employees
Canadian vs. American report of less favourable perceptions about their perceptions of their company's communications
Canadians reported less favourable perceptions about their company's communications than did Americans.
Communication
The transfer and understanding of a message between two or more people.
Sender
Establishes a message, encodes the message, and chooses the channel to send it.
Receiver
Decodes the message and provides feedback to the sender.
Encoding
Converting a message to symbolic form.
Decoding
Interpreting a sender's message.
Message
What is communicated.
Channel
The medium through which a message travels.
Channels differ in their capacity to
convey information.
3 things rich channels have the ability to do
Handle multiple cues simultaneously; Facilitate rapid feedback; Be very personal.
Barriers to Effective Communication
Filtering; Selective Perception; Defensiveness; Information Overload; Language
Filtering
The sender manipulates information so that it will be seen more favourably by the receiver.
Selective Perception
The receivers selectively sees and hears based on their needs, motivations, experience, background, and other personal characteristics.
Defensiveness
When individuals interpret a message as threatening, they often respond in ways that retard effective communication.
Language
Words mean different things to different people.
Information Overload
Occurs when the information we have to work with exceeds our processing capacity.
Communicating Under Stress
Speak clearly; Be aware of the nonverbal part of communicating; Think carefully about how you state things.
Downward Direction of Communication
Communication that flows from one level of a group to a lower level; Managers to employees
Upward Direction of Communication
Communication that flows to a higher level of a group; employees to manager; Becoming increasingly difficult
Lateral Direction of Communication
Communication among members of the same work group, or individuals at the same level.
Networks
Connections by which information flow.
Formal Networks
Task-related communications that follow the authority chain
The Grapevine - Informal Networks
Communications that flow along social and relational lines
5 Significant Limitations of E-mail
Misinterpreting the message; Communicating negative messages; Overuse of e-mail; E-mail emotions; Privacy concerns
Instant Messaging (IM) and Text Messaging (TM)
Rapidly gaining popularity in business; Fast and inexpensive way for managers to stay in touch with employees and peers with each other; IM is better for short messages that will be quickly deleted.
Despite exponential growth in usage
IM and TM are not likely to replace email; Email is better for long messages that need to be saved.
Security and IM/TM
There are additional security fears in using IM/TM (More easily intercepted)
Nonverbal Communication
Messages conveyed through body movements, facial expressions, and the physical distance between the sender and the receiver
Kinesics
The study of body motions, such as gestures, facial configurations, and other movements of the body.
Proxemics
The study of physical space in interpersonal relationships.
Silence as Communication
Defined as an absence of speech or noise. Not necessarily inaction.
3 things silence can convey
Thinking or contemplating a response to a question; Anxiety about speaking; Agreement, dissent, frustration, or anger.
What should individuals be aware of in terms of silence?
Individuals should be aware of what silence might mean in any communication.
Communication Barriers Between Women and Men
Men use talk to emphasize status, women use it to create connection; Women and men tend to approach points of conflict differently; Men and women view directness and indirectness differently; Women interpret male directness as an assertion of status and one-upmanship; Men interpret female indirectness as covert, sneaky, and weak; Men criticize women for apologizing, but women say "I'm sorry" to express empathy.
Cross-Cultural Communication Difficulties (3 Sources of barriers)
Semantics; Word connotations; Tonal differences
Culture Contexts
Cultures differ in how much the context makes a difference in communication.
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.
Cross-Cultural Communications: 4 Helpful Rules
Assume differences until similarity is proven; Emphasize description rather than interpretation or evaluation; Practise empathy; Treat your interpretations as a working hypothesis.