1. Communication

2. Communication Terms Communication Sender Receiver
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.
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3. Basic Communication Orientations: Harris/Harris
Source:

4. Communication Terms Encoding Decoding Message Channel
Converting a message to symbolic form.
Decoding
Interpreting a sender’s message.
Message
What is communicated.
Channel
The medium through which a message travels.
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5. The Communication Process Model
Encodes the
message
Chooses the
channel
Chooses
a message
Provides
feedback
Decodes the
Sender
Receiver
Considers the receiver
Considers the sender
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6. The Communication Situation: Schultz v. Thun
Source:

7. Schultz’s von Thun Four “Tongues and Ears”
Self-revelation
Topic-content
Relationship
Plea

8. High vs. Low Communication Richness
Rich channels have the ability to:
Handle multiple cues simultaneously.
Facilitate rapid feedback.
Be very personal.
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9. Channel Information Richness
Source: Based on R. H. Lengel and R. L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of Management Executive, August 1988, pp ; and R. L. Daft and R. H. Lengel, “Organizational Information Requirements, Media Richness, and Structural Design,” Managerial Science, May 1996, pp Reproduced from R. L. Daft and R. A. Noe, Organizational Behavior (Forth Worth, TX: Harcourt, 2001), p. 311.
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10. Barriers to Effective Communication
Filtering
Refers to a sender manipulating information so that it will be seen more favourably by the receiver.
Selective Perception
Receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics.
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11. Barriers to Effective Communication
Defensiveness
When individuals interpret another’s message as threatening, they often respond in ways that retard effective communication.
Information Overload
When the information we have to work with exceeds our processing capacity.
Language
Words mean different things to different people.
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12. Effective Listening
If you want to improve your listening skills, look to these behaviours as guides
Make eye contact.
Exhibit affirmative head nods and appropriate facial expressions.
Avoid distracting actions or gestures.
Ask questions.
Paraphrase.
Avoid interrupting the speaker.
Don’t overtalk.
Make smooth transitions between the roles of speaker and listener.
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13. 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
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14. Networks and Their Effectiveness
All-Channel
Wheel
Chain
Moderate
High
Speed
Accuracy
Emergence of a leader
Member satisfaction
Fast
Low
None
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15. Grapevine Patterns © Pearsons Education Canada Single Strand
Each tells
one another A B C D Y
Gossip
One tells all E F K J H I G
Probability
Each randomly
tells others X
Cluster
Some tell
selected others
Source: K. Davis and J. W. Newstrom, Human Behavior at Work: Organizational Behavior, 7th ed. (New York: McGraw-Hill, 1985), p Reprinted by permission.
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16. Communication: 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.
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17. High- vs. Low-Context Cultures
Source: Based on the work of E. T. Hall. From R. E. Duleck, J. S. Fielden, and J. S. Hill, “International Communication: An Executive Primer,” Business Horizons, January-February 1991, p. 21.
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18. Cross-Cultural Communications
Assume differences until similarity is proven.
Emphasize description rather than interpretation or evaluation.
Practise empathy.
Treat your interpretations as a working hypothesis.
Engage in effective listening and paraphrasing.