Communicating in the Internet Age

Chapter Twelve

Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.

McGraw-Hill/IrwinOrganizational Behavior: Key Concepts, Skills & Best Practices, 3/e

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After reading the material in this chapter, you should be able to:

• Describe the perceptual process model of communication

• Describe the process, personal, physical, and semantic barriers to effective communication

• Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness

• Discuss the primary sources of nonverbal communication

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After reading the material in this chapter, you should be able to:

• Review the five dominant listening styles and 10 keys to effective listening

• Explain the information technology of Internet/intranet/extranet, e-mail, handheld devices, blogs, videoconferencing, and group support systems, and explain the related use of teleworking

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Basic Dimensions of the Communication Process

• Communication – interpersonal exchange of information and understanding

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A Perceptual Model of Communication

Figure 12-1

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Question?

What part of the communication process is the output of encoding?

A. SenderB. FeedbackC. Endless loopD. Message

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A Perceptual Model of Communication

• Sender – individual, group, or organization that desires or attempts to communicate with a particular receiver

• Encoding – translates mental thoughts into code or language that can be understood by others

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A Perceptual Model of Communication

• Message – output of encoding- May contain hidden agendas as well as trigger

affective or emotional reactions- Need to match the medium used to transmit

them

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A Perceptual Model of Communication

• Selecting a Medium – depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand

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A Perceptual Model of Communication

Potential Media:• Face-to-face conversations• Telephone calls• E-mail• Voice mail• Videoconferencing• Written memos or letters• Photographs or drawings

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A Perceptual Model of Communication

• Decoding – consists of translating verbal, oral, or visual aspects of a message into a form that can be interpreted

• Feedback – receives encodes a response and then transmits it to the original sender

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A Perceptual Model of Communication

• Noise – interference with the transmission and understanding of a message

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Barriers to Effective Communication

Process Barriers:• Sender barrier• Encoding barrier• Message barrier

• Medium barrier• Decoding barrier• Receiver barrier• Feedback barrier

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Barriers to Effective Communication

Personal Barriers:• Ability to effectively communicate• Way people process and interpret information

• Level of interpersonal trust between people• Stereotypes and prejudices

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Barriers to Effective Communication

Personal Barriers:• Egos• Poor listening skills• Natural tendency to evaluate or judge the sender’s message

• Inability to listen with understanding

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Barriers to Effective Communication

Physical Barriers:• Distance between employees• Time zone differences• Work and office noise• Quality of telephone lines• Crashed computers

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Barriers to Effective Communication

• Semantics – study of words• Semantic barriers – encoding and decoding errors that involve transmitting and receiving

- Fueled by the use of jargon and acronyms

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Interpersonal Communication

• Communication competence – ability to effectively use communication behaviors in a given context

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Communication Competence Affects Upward Mobility

Figure 12-2

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Assertiveness, Aggressiveness, and Nonassertiveness

• Assertive style - expressive and self-enhancing, but does not take advantage of others.

• Aggressive style - expressive and self-enhancing, but takes advantage of others

• Nonassertive style - timid and self-denying behavior.

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Communication Styles

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Sources of Nonverbal Communication

• Nonverbal Communication - messages sent outside of the written and spoken word

• Sources:• Body movement and gestures• Touch• Facial expression• Eye contact

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Advice to ImproveNonverbal Communication Skills

Positive nonverbal actions include the following:

• Maintain eye contact• Nod your head to convey that you are listening

or that you agree• Smile and show interest• Lean forward to show the speaker you are

interested• Use a tone of voice that matches your

message

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Advice to ImproveNonverbal Communication Skills

• Negative nonverbal actions include the following:

• Avoiding eye contact and looking away from the speaker

• Closing your eyes or tensing your facial muscles

• Excessive yawning• Using body language that conveys

indecisiveness or lack of confidence• Speaking too fast or too slow

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Active Listening

• Listening - actively decoding and interpreting verbal messages.

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Question?

Which listening style integrates information by focusing on relationships among ideas?

A. AppreciativeB. EmpatheticC. ComprehensiveD. Discerning

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Listening Styles

• Appreciative – listens for pleasure, entertainment, or inspiration

• Empathetic – interprets messages by focusing on emotions and body language

• Comprehensive – organizes specific thoughts and actions and integrates this information by focusing on relationships among ideas

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Listening Styles

• Discerning – attempt to understand the main message and determine important points

• Evaluative – listen analytically and continually formulate arguments and challenges to what is being said

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The Keys to Effective Listening

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Women and Men Communicate Differently

• Linguistic style – person’s characteristic speaking pattern

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Internet/Intranet/Extranet

• Internet - a global network of computer networks.

• Intranet - an organization’s private internet.

• Extranet - connects internal employees with selected customers, suppliers, and strategic partners

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Electronic Mail

• Electronic Mail - uses the Internet/Intranet to send computer-generated text and documents

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Benefits of E-mail

1. Reduces the cost of distributing information to a large number of employees

2. Tool for increasing teamwork3. Reduces the costs and time associated

with print duplication and paper distribution

4. Fosters flexibility

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Drawbacks to E-mail

1. Can lead to a lot of wasted time and effort

2. People overestimate their ability to effectively communicate via e-mail

3. Information overload4. People are using e-mail to communicate

when they should be using other media

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Additional Issues with E-mail

1. E-mail only works when the party you desire to communicate with also gets it

2. Speed of getting a response is dependent on how frequently the receiver examines his messages

3. Many companies do not have policies for using email

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Blogs

• Blog – online journal in which people comment on any topic

Read an example of BusinessWeek’s Blog

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Videoconferencing

• Videoconferencing – uses video and audio links along with computers to enable people in different locations to see, hear, and talk with one another

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Group Support Systems

• Group support systems – using computer software and hardware to help people work better together

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Teleworking

• Teleworking – (telecommuting) a work practice in which an employee does part of his job in a remote location using a variety of information technologies

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Benefits of Telework

1. Reduction of capital costs2. Increased flexibility and autonomy for

workers3. Competitive edge in recruitment4. Increased job satisfaction and lower

turnover5. Increased productivity6. Tapping nontraditional labor pools

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Video: Job Threat

Paul Solman reports on how technology is threatening traditional jobs. (8:24)