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Communication
• Knowledge management
• Decision making
Receive
Form Encode Decode
encoded
message message message
message
Noise
Transmit
Feedback
Communication Barriers
• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information Overload
9-14
Effective Listening
Responding Interpreting
(replying to the Evaluating (not reading anything
sender, letting (not immediately into the message the
him or her know passing judgment sender is communicating)
you are paying on the message
attention) being sent)
Information Overload
Episodes of
information
overload
Employee’s
information
processing
capacity
Information Load
Time
Overload: Problem Solved
Problem:
Message A
Overload
(too many messages Message B Person
reaching a person
at once) Message C
Solutions:
Use queuing to
present messages Message A Message B Message C Person
in order
Oral vs. Written Communication: 9-5
Extremely Extremely
ambiguous clear
messages messages
Communicating Through E-mail
Advantages of E-mail
–Messages quickly formed, edited, sent, and stored
–Needs little coordination
–Random information access
–Fewer social status barriers
:-} Smirk
:-X OOPS!
{} Hug
Nonverbal Communication
• Actions, gestures, facial expressions,
etc.
• Transmits most info in face-to-face
meetings
• Influences meaning of verbal and written
symbols
• Less rule bound than verbal
communication
• Important part of emotional labour
Hierarchy of Media Richness
Rich
Overloaded Face-to-face
Zone
Telephone
Media
Richness E-mail
Oversimplified
Newsletters Zone
Lean
Routine/ Nonroutine/
Situation Ambiguous
Clear
Communicating in Hierarchies
• Workspace design
• Employee surveys
• Management by walking
around
Grapevine Characteristics
• Transmits information very rapidly in all
directions
• Relatively accurate, but deletes details
and exaggerates key points
• More active in homogeneous groups who
easy communication access
• Most active when employees are anxious
• Usually follows a cluster chain pattern
Personal Communication Style
The Nobel
(someone who says
what’s on his or
her mind)
The Magistrate
(blend between
Noble and Socratic)
The Candidate
(blend between
Socratic and Reflective)
The Reflective
(someone who would
rather say nothing
than to hurt someone
else’s feelings)
Internal vs. External
Communications:
More
Is There a Difference?
Threats were used more Opportunities were used
Statements than opportunities when more than threats when
communicating internally. communicating externally.
Relative Proportion of Statements
External
statements
Internal
statements
Fewer
Statements
Threats Opportunities
Focus of Statements
A 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 of
the effective date of the promotion. It is unclear from your memo how widespread the
problem was or if it was just isolated in certain geographies. Therefore, we will need
additional 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 promotions
only to find out later that they had lost them due to their own disorganization.”
TRANSLATION:
IMPROVED MESSAGE:
“Thanks for bringing the problem with this promotion to my attention. It looks like
we screwed up at this end in getting the proofs to the printer on schedule. My staff
and I feel badly about this and will take steps to provide better service.” 14
Cross-Cultural Communication
• Verbal differences
– Language
• Nonverbal differences
– Voice intonation
– Interpreting nonverbal meaning
– Importance of verbal versus nonverbal
– Silence and conversational overlaps
Gender Communication
Differences
Men Women
Report talk Rapport talk
• Be descriptive
Active Listening Process and
Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest
ACTIVE
LISTENING
RESPONDING EVALUATING
• Show interest • Empathize
• Clarify the message • Organize information
Persuasive Communication
Communicator Audience
Characteristics Communication Medium Characteristics
• Expert • Self-esteem
• Credibility Message • Inoculated
• Attractive Content