1. Communicating for Results Seventh Edition Cheryl Hamilton, Ph.D.

2. Copyright © 2005 Wadsworth 2 Chapter 1 - Communication Process 1 Opening Quotation

3. Copyright © 2005 Wadsworth 3 Chapter 1 - Communication Process Communication Defined “The process of people sharing thoughts, ideas, and feelings with each other in commonly understood ways.” Microsoft Image

4. Copyright © 2005 Wadsworth 4 Chapter 1 - Communication Process Communication Model Encoding Decoding Person A Person B Environment Frame of Reference (Code; channel) ( Feedback) External noise Internal noise Internal noise Noise (Code; channel) Frame of Reference Stimulus; Motivation

5. Copyright © 2005 Wadsworth 5 Chapter 1 - Communication Process Person A Communication Model Person B Person A / Person B...

6. Copyright © 2005 Wadsworth 6 Chapter 1 - Communication Process Person A Stimulus Communication Model Person B Stimulus (internal and external)...

7. Copyright © 2005 Wadsworth 7 Chapter 1 - Communication Process Person A Stimulus; Communication Model Person B Motivation... Motivation

8. Copyright © 2005 Wadsworth 8 Chapter 1 - Communication Process Person A Stimulus; Motivation Stimulus; Motivation Communication Model Person B Encoding... Encoding

9. Copyright © 2005 Wadsworth 9 Chapter 1 - Communication Process Encoding Person A Stimulus; Motivation Stimulus; Motivation Communication Model Encoding Person B Decoding... Decoding

10. Copyright © 2005 Wadsworth 10 Chapter 1 - Communication Process Encoding Decoding Person A Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B Frame of reference... Frame of Reference

11. Copyright © 2005 Wadsworth 11 Chapter 1 - Communication Process Frame of Reference: Frame of Reference: No identical frames of reference Communication fallacy Moving up & down, messages become: --Leveled --Condensed --Assimilated --Embellished Related principles... Microsoft Image

12. Copyright © 2005 Wadsworth 12 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

13. Copyright © 2005 Wadsworth 13 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

14. Copyright © 2005 Wadsworth 14 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

15. Copyright © 2005 Wadsworth 15 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

16. Copyright © 2005 Wadsworth 16 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

17. Copyright © 2005 Wadsworth 17 Chapter 1 - Communication Process Downward Communication Figure 1.2 Through five levels of management...

18. Copyright © 2005 Wadsworth 18 Chapter 1 - Communication Process Encoding Decoding Person A Frame of Reference Code Frame of Reference Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B Code... Code

19. Copyright © 2005 Wadsworth 19 Chapter 1 - Communication Process Communication Codes Communication Codes Include... Language (verbal) --tone, pitch, volume, etc. --eye contact, facial expressions, posture, etc. --spoken or written words. Paralanguage (vocal) Nonverbal (visual) Vocal & Visual Code 69% Verbal Code 31%

20. Copyright © 2005 Wadsworth 20 Chapter 1 - Communication Process Encoding Decoding Person A Frame of Reference (Code; channel) (Code; channel) Frame of Reference Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B Channel...

21. Copyright © 2005 Wadsworth 21 Chapter 1 - Communication Process Channel Selection: Channel Selection: Importance of message Needs and Abilities of receiver Feedback requirements Need for permanent record Cost Formality desired Consider...

22. Copyright © 2005 Wadsworth 22 Chapter 1 - Communication Process The Email Channel The Email Channel Emoticons used to add meaning and emotion to email...

23. Copyright © 2005 Wadsworth 23 Chapter 1 - Communication Process Encoding Decoding Person A Frame of Reference (Feedback) (Code; channel) (Code; channel) Frame of Reference Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B Feedback...

24. Copyright © 2005 Wadsworth 24 Chapter 1 - Communication Process Receiving Feedback Receiving Feedback Tell them you want it Identify feedback areas Watch for nonverbal responses Use silence to encourage it Set aside time for it When receiving feedback from others... Continued> Microsoft Image

25. Copyright © 2005 Wadsworth 25 Chapter 1 - Communication Process Receiving Feedback (cont.) Receiving Feedback (cont.) Ask questions Use encouraging statements Paraphrase Reward feedback Follow-up When receiving feedback from others... Microsoft Image

26. Copyright © 2005 Wadsworth 26 Chapter 1 - Communication Process Giving Feedback Giving Feedback Is directed toward behavior (not person) Uses descriptive language (not evaluative) Involves sharing (not giving advice) Includes limited information Is immediate & well-timed Allows for face-saving When giving feedback to others, make sure it... Microsoft Image

27. Copyright © 2005 Wadsworth 27 Chapter 1 - Communication Process Encoding Decoding Person A Environment Frame of Reference (Feedback) (Code; channel) (Code; channel) Frame of Reference Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B Environment...

28. Copyright © 2005 Wadsworth 28 Chapter 1 - Communication Process Encoding Decoding Person A Environment Frame of Reference (Feedback) (Code; channel) (Code; channel) Frame of Reference Stimulus; Motivation Stimulus; Motivation Communication Model Decoding Encoding Person B External noise Internal noise Internal noise Noise Noise (internal and external)...

29. Copyright © 2005 Wadsworth 29 Chapter 1 - Communication Process Awareness Check Awareness Check Communicator Quiz...... Check answers at back of book

30. Copyright © 2005 Wadsworth 30 Chapter 1 - Communication Process Ethics Defined “Ethics…are the standards by which behaviors are evaluated for their morality; their rightness or wrongness.” Microsoft Image

31. Copyright © 2005 Wadsworth 31 Chapter 1 - Communication Process Communication Ethics Communication Ethics Avoid intentional deception Avoid communication that harms others Avoid treating members unfairly Basic ethics principles... Winner

32. Copyright © 2005 Wadsworth 32 Chapter 1 - Communication Process Ethics Traps Ethics Traps Trap of necessity Trap of end justifies the means Trap of rationalization Trap of self-deception Trap of relative filth Which ones tempt you? Microsoft Image

33. Chapter Review: Chapter Review: Identify the communication elements (and their impact) in this CNN video...

34. Copyright © 2005 Wadsworth 34 Chapter 1 - Communication Process The End