1. Chapter 14 – Managerial Communication
Lecture # 18
Chapter 14 – Managerial Communication

2. Types of Communication
Communication: exchange of messages between people to achieve common meanings.
Verbal communication: written or oral use of words to communicate.
Non-verbal communication: communication done by means of elements and behaviors that are not coded into words.

3. Kinesic behavior: body movements such as gestures, facial expressions, eye movements and postures.
Proxemics: influence of proximity and space on communication.
Paralanguage: vocal aspects of communication that relate to how something is said rather than to what is said.
Object language: communicative use of material things, including clothing, cosmetics, furniture and architecture.

4. Components of Communication Process
Sender: initiator of the message
Encode: process of translating an intended message into words and gestures.
Message: encoding process outcome consisting of verbal and non-verbal symbols developed to convey meaning to the receiver.
Medium: method used to convey the message to the intended receiver.
Receiver: person with whom the message is exchanged.

5. Decode: process of translating symbols into the interpreted message.
Noise: any factor in the communication process creating disturbance.
Feedback: receiver’s basic response to the interpreted message.
One-way communication: when communication process does not allow for feedback.
Two-way communication: when communication process allows for feedback.

6. Perceptual processes
Perception: is the process of acquiring and making sense of information.
3 main stages:
Selecting: filtering stimuli so only some information receives our attention.
Organizing: patterning of information from the selection stage.
Interpreting: giving meaning to the selected and organized information.

7. Distortions to managerial communication
Stereotyping: tendency to attribute charactertics to an individual on the basis of an assessment of the group to which they belong.
Halo effect: tendency to use a general impression based on one or a few charactertics of an individual to judge other charactertics of that same individual.
Projection: tendency of an individual to assume others share your thoughts, feelings and charactertics.

8. Perceptual defense: tendency to block out or distort information one finds threatening.

9. Attribution processes
Attribution theory: theory attempting to explain how individuals make judgments about the causes of other’s or their own behavior.
Fundamental attribution error: tendency to underestimate importance of situational influences and overestimate the importance of dispositional influences.
Self-serving bias: tendency to perceive oneself as responsible for successes and others as responsible for failures.

10. Semantics Semantics: study of meanings and word choices.
Semantic net: network of words and word meanings a given individual has available for recall.
Semantic blocks: blockages or communication difficulties arising from word choices.

11. Cultural context
High-context cultures: culture where the emphasis is on establishing and strengthening relationships in the course of exchanging information.
Low-context cultures: culture where the emphasis is on exchanging information and is focused on building relationships.

12. Communication skills
Active listening: process in which a listener actively participates in attempting to grasp facts and feelings being expressed by the speaker.
Feedback

13. Group communication networks
Communication network: pattern of information flow among task-group members.
Centralized networks:
Y network
Wheel network
Chain network
Decentralized networks:
Circle network
All-channel network

14. Organizational communication channels
Communication channels: patterns of organizational flow representing potential established passage through which managers and other organization members can send and receive information.

15. Vertical communication
Vertical communication: communication involving a message exchange between two or more levels of the organizational hierarchy.
Downward communication: vertical communication flowing from higher to lower levels in the organization.
Upward communication: vertical communication flowing from lower to higher levels in the organization.

16. Horizontal communication
Horizontal communication: lateral or diagonal message exchange either work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors.

17. Formal Vs. Informal
Formal communication: vertical and horizontal communication which follows paths specified by the official hierarchical organization structure and related task requirements.
Informal communication or grapevine: which takes place without regard to hierarchical or task requirements.

18. Electronic communication
Electronic mail system: mail system allowing high-speed exchange of written messages by use of computerized text processing and networks.
Voice mail: recording system providing senders with opportunity to leave messages for receivers by telephone.
Teleconferencing: simultaneous communication among a group of individuals by telephone or via computer.

19. Videoconferencing: holding meetings with individuals in two or more locations by means of closed-circuit television.