ch. 15: interpersonal communication communication ◦ transmission of information and meaning from...
TRANSCRIPT
Ch. 15: Interpersonal Ch. 15: Interpersonal CommunicationCommunication
Communication ◦Transmission of information and meaning from one party to another through the use of shared symbols
Interpersonal Interpersonal CommunicationCommunication
Sender initiates process by conveying information to receiver —for whom the message is intended.
Sender has a meaning he/she wishes to communicate and encodes the meaning into symbols (words chosen for the message).
Sender transmits (sends) message through some channel, such as verbal or written medium.
Interpersonal Interpersonal CommunicationCommunication
Receiver decodes message (e.g., reads it) and attempts to interpret sender’s meaning.
Receiver may provide feedback to sender by encoding a message in response to sender’s message.
Interpersonal Interpersonal CommunicationCommunication
Noise◦ interference in
the system◦blocks perfect
understanding.
Examples of Noise◦ringing telephones◦thoughts about
other things◦simple fatigue or
stress.
One-Way versus Two-Way One-Way versus Two-Way CommunicationCommunication
One-way communication ◦A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.
One-Way versus Two-Way One-Way versus Two-Way CommunicationCommunication
Two-way communication ◦Process in which information flows in two directions
◦Receiver provides feedback◦Sender is receptive to the feedback.
Communication PitfallsCommunication Pitfalls
Perception◦The process of receiving and interpreting information
Filtering ◦Process of withholding, ignoring, or distorting information
Oral and Written Oral and Written ChannelsChannels
Oral communication ◦face-to-face
discussion, phone conversations, formal presentations and speeches, etc.
Written communication ◦e-mail,
memos, letters, reports, computer files, and other written documents
Oral CommunicationOral Communication
Advantages DisadvantagesQuestions can
be asked and answered
Feedback is immediate and direct
More persuasive
It can lead to spontaneous, ill-considered statements (and regret)
There is no permanent record of it
Written CommunicationWritten Communication
Advantages DisadvantagesMessage can be
revised several times
Permanent record that can be saved
Message stays the same even if relayed through many people
Receiver has more time to analyze the message
Sender has no control over where, when, or if the message is read
Sender does not receive immediate feedback
Receiver may not understand parts of the message
Advantages of Electronic Advantages of Electronic CommunicationCommunication
1. The sharing of more information
2. The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas
3. Can reduce time and expenses devoted to traveling, photocopying, and mailing
Disadvantages of Disadvantages of Electronic CommunicationElectronic Communication
1. Difficulty of solving complex problems that require more extended, face-to-face interaction
2. Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying
3. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended
Virtual OfficeVirtual Office
Mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.
Nonverbal SkillsNonverbal Skills
1. Use time appropriately2. Make your office
arrangement conducive to open communication
3. Monitor your body language
ListeningListening
Reflection◦Process by which a person states what he or she believes the other person is saying
Ten Keys to Effective Ten Keys to Effective ListeningListening
Find an area of interest
Judge content, not delivery
Hold your fireListen for ideasBe flexibleResist
distraction
Exercise your mind.
Keep your mind open
Capitalize on thought speed
Work at listening
Organizational Organizational CommunicationCommunication
Downward communication◦Information that flows from higher to lower levels in the organization’s hierarchy
Organizational Organizational CommunicationCommunication
Coaching◦Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.
Organizational Organizational CommunicationCommunication
Open-book management ◦Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only
Organizational Organizational CommunicationCommunication
Upward communication◦Information flows from lower to higher levels in organization’s hierarchy.
Informal Informal CommunicationCommunication
Grapevine ◦social network of
informal communications.
◦provides people with information
◦helps them solve problems
◦ teaches them how to do their work successfully
BoundarylessnessBoundarylessness
Boundaryless organization◦Organization with no barriers to information flow
◦Information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.