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BUS 10
Chapter 15 Communication
Social Capital: The capacity to attract support and help from others in order to get things done.
Communication: The process of sending and receiving symbols with meanings attached.
The Communication Process
Sender message communication channel receiver interpretation feedback (reverses the process)
“Who?” (sender) “says what?” (message) “in what way?” (channel) “to whom?” (receiver) “with what result?” (interpreted meaning)
Effective communication: When the receiver fully understands the intended meaning (the intended meaning matches the received meaning).
Efficient communication: Occurs at a minimum cost to the sender.
Persuasive communication: Presents a message in a manner that causes others to accept and support it.
Credible communication: Earns trust, respect, and integrity in the eyes of others.
15.2
Noise: Anything that interferes with the communication process.
Examples of Noise:
Communication channel: The medium used to carry a message.
Channel richness: The capacity of a communication channel to effectively carry information.
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High Richness
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Face-to-face meetings, online conferences |
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Telephone, instant messaging |
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Email, blogs, podcasts, voice-mail |
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Memos, letters |
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Low Richness
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Postings, e-bulletins, reports |
Nonverbal communication: Takes place through gestures, expressions, posture, and even use of interpersonal space; 55% of a message’s impact comes through non-verbal communication.
Mixed message: Results when words communicate one message while actions, body language, or appearance communicates something else.
Filtering: The intentional distortion of information to make it more favorable to the recipient.
15.3
Active listening: Helps the source of a message say what he or she really means.
Tips for Active Listening:
Feedback: The process of telling someone else how you feel about something that person did or said.
Tips for Constructive Feedback:
Proxemics: The study of the way we use space.
Communication transparency: Involves being honest and openly sharing accurate and complete information.
Open-book management: Managers provide employees with essential financial information about their employers.
Electronic grapevine: Uses computer technologies to transmit information around informal networks inside and outside of organizations.
Ethnocentrism: The tendency to consider one’s culture superior to any and all others.
Cultural etiquette: The use of appropriate manners and behaviors in cross-cultural situations.
Non-verbal cultural variations: