1. Organizational Communication in the Internet Age
Chapter 15
Organizational Communication in the Internet Age
Basic Dimensions of the
Communication Process
Interpersonal
Communication
Organizational Communication
Communication in the Computerized
Information Age

2. Communication Exchange of information Transmission of information
Understanding of information

3. A Perceptual Model of Communication
15-2
Figure 15-1
A Perceptual Model of Communication
Sender
Receiver
Encodes Ideas or Thoughts
Encodes Ideas or Thoughts
Creates Message
Transmitted on medium
Creates Message
Noise
Decodes Message
Decodes Message
Creates Meaning
Transmitted on medium
Creates Meaning
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4. Process Barriers to Effective Communication
15-3
Process Barriers to Effective Communication
Sender barrier
Encoding barrier
Message barrier
Medium barrier
Decoding barrier
Receiving barrier
Feedback barrier
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5. Personal Barriers to Effective Communication
15-4
Personal Barriers to Effective Communication
Ability to effectively communicate
Way people process and interpret information
Level of interpersonal trust between people
Stereotypes and prejudice
Egos
Poor listening skills
Neutral tendency to evaluate or judge a sender’s message
Inability to listen with understanding
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6. Other Barriers to Effective Communication
15-5
Other Barriers to Effective Communication
Physical barriers the distance between employees can interfere with effective communication
Semantic barriers encoding and decoding errors—involve transmitting and receiving words and symbols—fueled by the use of jargon and unnecessary words
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7. Communication Styles 15-7 Verbal Behavior Pattern
Table 15-1
Communication Styles
Verbal Behavior Pattern
Nonverbal Behavior Pattern
Description
Communication Style
Assertive
Pushing hard without attacking; permits others to influence outcome: expressive and self-enhancing without intruding on others
Good eye
contact
Comfortable,
but firm posture
Strong, steady,
and audible
voice
Facial
expressions
matched to
message
Appropriately
serious tone
Selective
interruptions to
ensure
understanding
Direct and
unambiguous
language
No attributions
or evaluations of
other’s behavior
Use of “I”
statements and
cooperative
“we” statements
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8. Communication Styles 15-8 Verbal Behavior Pattern
Table 15-1 cont.
Communication Styles
Verbal Behavior Pattern
Nonverbal Behavior Pattern
Description
Communication Style
Aggressive
Taking advantage of others; expressive and self-enhancing at others’ expense
Glaring eye
contact
Moving or leaning
too close
Threatening
gestures
Loud voice
Frequent
interruptions
Swear words and
abusive language
Attributions and
evaluations of
others’ behavior
Sexist or racist terms
Explicit threats or
put-downs
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9. Communication Styles 15-9 Verbal Behavior Pattern
Table 15-1 cont.
Communication Styles
Verbal Behavior Pattern
Nonverbal Behavior Pattern
Description
Communication Style
Nonassertive
Encouraging others to take advantage of us; inhibited; self-denying
Little eye contact
Downward glances
Slumped posture
Constantly shifting
weight
Wringing hands
Weak or whiny
voice
Qualifiers
Fillers
Negaters
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10. Nonverbal Communication
15-10
Nonverbal Communication
Nonverbal Communication messages sent outside of written or spoken word
Experts estimate 65 to 90% of every conversation nonverbal
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11. Tips on Improving Nonverbal Communication Skills
15-11
Tips on Improving Nonverbal Communication Skills
Maintaining eye contact
Occasionally nodding the head in agreement
Smiling and showing animation
Leaning toward the speaker
Speaking at a moderate rate, in a quiet, assuring tone
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12. Nonverbal Actions to Avoid
15-12
Nonverbal Actions to Avoid
Looking away or turning away from the speaker
Closing your eyes
Using an unpleasant voice tone
Speaking too quickly or too slowly
Yawning excessively
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13. Active Listening Receiving all messages and paying attention to them
Understanding and remembering the message
Responding by showing interest and rephrasing

14. Gender Differences in Communication
15-15
Table 15-3
Gender Differences in Communication
Men less likely to ask for information or directions
In decision making, women are more likely to downplay their certainty; men are more likely to downplay their doubts
Women apologize even when they have done nothing wrong. Men avoid apologies as signs of weakness or concession
Women accept blame as a way of smoothing awkward situations. Men ignore blame and place it elsewhere
Women temper criticism with positive buffers. Men give criticism directly
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15. Gender Differences in Communication
15-16
Table 15-3 cont.
Gender Differences in Communication
Women insert unnecessary and unwarranted “thank-you’s” in conversations. Men avoid thanks altogether
Women ask “What do you think?” to build consensus. Men perceive that question as a sign of incompetence and lack of confidence
Women give directions in indirect ways
Men usurp (take) ideas stated by women and claim them as their own. Women allow this process to take place without protest
Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control
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16. Choosing the proper media
Information richness – potential information-carrying capacity of the medium
Determined by
Feedback – immediate to slow
Channel – combined visual/audio to limited visual
Type – personal or impersonal
Language source – body, natural, numeric
Media differ by
Information richness
Demands on sender’s and receiver’s time
Paper trail

17. Hierarchical Communication
15-18
Hierarchical Communication
Hierarchical Communication exchange of information between managers and employees
Managers provide five types of information through downward communication
Job instructions
Job rationale
Organizational procedures and practices
Feedback about performance
Indoctrination of goals
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18. Hierarchical Communication Cont.
15-19
Hierarchical Communication Cont.
Employees in turn communicate information about
Themselves
Co-workers
Problems
Organizational practices and policies
What needs to be done and how to do it
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19. Key Terms Associated with Information Technology
15-22
Key Terms Associated with Information Technology
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
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20. 15-23
Electronic Mail ( ) uses the internet/intranet to send computer-generated text and documents
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21. 15-24
Benefits of
Reduces the cost of distributing information to a large number of employees
Increases teamwork
Reduces the cost and time associated with print duplication and paper distribution
Fosters flexibility
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22. More Key Terms Associated with Information Technology
15-25
More Key Terms Associated with Information Technology
Video Conferencing uses video and audio links to connect people at different locations
Collaborative Computing uses computer software and hardware to link people across a room or across the globe
Telecommuting involves receiving and sending work from home to the office by using the phone and a computer link
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