Chapter 15

Organizational Communication in the Internet Age

A Perceptual Model of Communication

Encodes Ideas or thoughts

Creates Message

Creates Meaning

Decodes Message

Encodes Ideas or thoughts

Creates Message

Creates Meaning

Decodes Message

Sender Receiver

Transmitted on medium

Transmitted on medium

Noise

Process Barriers

• Sender Barrier

• Encoding Barrier

• Message Barrier

• Medium Barrier

• Decoding Barrier

• Receiving Barrier

• Feedback Barrier

Communication Styles

• Nonassertive

• Assertive

• Aggressive

Keys to Effective Listening

• Listen for ideas

• Find an area of interest

• Judge content, not delivery

• Hold your fire

• Resist distractions

Selecting Communication Media

Low

LeanRic

hn

ess o

f C

om

mu

nic

ati

on

Med

iumRich

High

Zone of e

ffective co

mm

unicatio

n

Overload zone(medium providesmore informationthan necessary)

Oversimplification zone(medium does not provide necessaryinformation)

Impersonal static media

Personal static media

Interactive media

Face-to-face

Complexity of Problem/Situation

Key Terms Associated withInformation Technology

• InternetInternet a global network of computer networks

• IntranetIntranet an organization’s private internet that uses firewalls to block outside internet users from accessing confidential information

• Extranet Extranet an extended intranet that connects internal employees with customers, suppliers, and other strategic partners

More Terms Associated withInformation Technology

• Video ConferencingVideo Conferencing uses video and audio links to connect people at different locations

• Collaborative ComputingCollaborative Computing uses computer software and hardware to link people across a room or across the globe

• TelecommutingTelecommuting involves receiving and sending work from home to the office by using the phone and a computer link