1. © 2012 The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. Communicating in the Digital Age Chapter Twelve

2. 12-2 After reading the material in this chapter, you should be able to: LO12.1 Describe the perceptual process model of communication LO12.2 Describe the process, personal, Physical, and semantic barriers to effective communication LO12.3 Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness LO12.4 Discuss the primary sources of nonverbal communication

3. 12-3 After reading the material in this chapter, you should be able to: LO12.5 Review the five dominant listening styles and 10 keys to effective listening LO12.6 Discuss the impact of information communication technologies (ICT) on productivity LO12.7 Describe the challenges of managing teleworkers, and the advantages and concerns associated with social media at media

4. 12-4 Basic Dimensions of the Communication Process Communication  the exchange of information between a sender and receiver and the inference (perception) of meaning between the individuals involved

5. 12-5 Communication Process in Action

6. 12-6 A Perceptual Model of Communication Noise  interference with the transmission and understanding of a message

7. 12-7 Communication Barriers within the Communication Process

8. 12-8 Interpersonal Communication Communication competence  performance-based index of an individual’s abilities to effectively use communication behaviors in a given context

9. 12-9 Communication Competence Affects Upward Mobility

10. 12-10 Communication Styles

11. 12-11 Sources of Nonverbal Communication Nonverbal Communication  any message, sent or received independent of the written or spoken word  includes such factors as use of time and space, distance between persons when conversing, use of color, dress, walking behavior, standing, positioning, seating arrangement, office locations and furnishings.

12. 12-12 Active Listening Listening  Process of actively decoding and interpreting verbal messages.

13. 12-13 The Keys to Effective Listening

14. 12-14 Managing Teleworkers Teleworkers  People who fulfill some portion of typically office-based job responsibilities outside the office via ICT  also known as telecommuters and distributed workers

15. 12-15 E-Mail: Benefits, Drawbacks, and Suggestions for Managing It