© 2006 thomson-wadsworth. learning objectives define communication. state why communication skills...
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© 2006 Thomson-Wadsworth
© 2006 Thomson-Wadsworth
Learning Objectives
• Define communication.• State why communication skills are
important ones for managers to develop.
• Discuss the roles of the senders and the receivers of messages.
• Differentiate between hearing and listening.
• Describe the components of a message.
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Learning Objectives
• Explain how channels, settings, and timing can influence the perception of the message by the receiver.
• Discuss the role of noise and feedback in communications.
• Differentiate between the verbal and nonverbal components of interpersonal communication.
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Learning Objectives
• Describe how the personal characteristics of the sender may contribute to the noise that distorts messages.
• Differentiate between essential and optional written communication.
• Discuss how organizational culture affects communication.
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Learning Objectives
• Outline how computers and other technologies are changing how we communicate.
• Identify differences between communicating with individuals and with groups.
• State how to minimize barriers to communication.
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Communication
• Communication – The interaction between two or more
individuals.
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Communication
• Sending and receiving– Sender - The person who creates and
transmits a message to another person or people.
– Encode - Create a message and determine how it is to be sent.
– Transmit - Send a message to one or more people (for example, in person, in print, or by using technologies like faxes, modems, phones, and so on).
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Communication
• Sending and receiving– Receiver - The person who gets the
message from the sender.– Decode - Decipher the message that
was received.– Interpret - Assign meaning to the
message based on personal experiences.
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Communication
• Listening/hearing– Hearing - A physical sense
that is involuntary and passive and often done automatically without paying attention.
– Listening - An active process that requires effort or attention from the listener; used to decode messages.
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Communication
• Components of messages– Message - The information that is
communicated by the sender to the receiver.
– Packaging - How the message is conveyed.
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Communication
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Communication
• Components of messages– Content– Language– Symbols– Delivery style– Complexity– Focus
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Communication
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Communication
• Packaging the message– Channels
•Channel - A communication pathway through which a message is transmitted.
•Direct Channel - A communication pathway in which the message sent is targeted to a specific group(s) or person(s).
• Indirect Channel - A communication pathway in which the receiver is not specified.
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Communication
• Packaging the message– Setting
• The physical environment in which communication takes place.
• ex: – A meeting room can be arranged in several
different ways, in order to best suit the meeting’s purpose.
– Furniture in a manager’s office may be arranged to communicate a message.
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• Transfer of information from person in authority to subordinates
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• Openness to 2-way communication
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• Equality among group members
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• (a) Manager has power over employee
• (b) or (c) Willingness to work together
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• (d) or (e) All work together as equals
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Communication
• Packaging the message– Timing
• A strategy for when communication will take place in relation to the present situation and the kind of message relayed.
– Noise • Interference factors that can affect a message
and distort it (for example, physical environment, external factors like illness, bad timing, and so on).
– Feedback • The process of responding to messages after
interpreting them.
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Communication
• Packaging the message– Personal characteristics
• Verbal characteristics– Accent– Speed of natural conversation– Tone– Pitch– Rhythm
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Communication
• Packaging the message– Personal characteristics
• Nonverbal characteristics
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Communication
• Packaging the message– Nonverbal characteristics
•Artifacts - Tangible items and their placement, which are a part of nonverbal communication that can convey an unintended message.
•Proxemics - A component of nonverbal communication that defines the spatial relationship between the sender and the receiver of a message.
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Communication
• Packaging the message– Nonverbal characteristics
• Body Language - A personal characteristic of nonverbal communication that includes the use and extent of facial expressions and gestures, and may have an impact on communication.
• Physical Characteristics - The physical appearance and shape of an individual, which may subtly affect communication.
• Grooming - The personal appearance, style, and attire of an individual, which has an impact on communication.
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Communication
• Packaging the message– Nonverbal characteristics
• Dress for Success - The idea that an appropriate appearance and grooming style will create the desired effect during communication.
• Touching Behavior - A characteristic of nonverbal communication that describes the extent and ways an individual extends physical contact to others and the kind of message that contact transmits.
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Written Communication
• Written communication– A type of communication that uses
written, typed, or printed words to convey the message (for example, e-mails, memos, letters, and so on).
– Supplementary Channel - A secondary pathway used to transmit a message in another way to reinforce the message.
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Written Communication
• Written communication– Websites - An Internet-based
medium that uses a type of electronic, written communication to convey information to many people.
– Legal Document - A written record that is required to serve as verifiable evidence that something has occurred.
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Written Communication
• Essential communications documents– Types of written communication that
are necessary (fundamental) to carrying out the business of an organization.
– Longevity of Documents - The length of time a specific type of written document must be kept.
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Written Communication
• Essential communications documents– Employee Handbooks - Written or online
documents produced by organizations to provide information to employees relating to the organization’s mission, policies, rules, benefits, and so on.
– Human Resource Policy and Procedure Manuals - Written or online documents used as a management tool to direct the actions of management relative to employee relations.
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Written Communication
• Essential communications documents– Departmental Policy and
Procedure Manuals - Written or online documents specific to a department that guide the activities and work processes of that department.
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Written Communication
• Optional communications documents– Any type of written document that is
not considered essential to the functioning of an organization.
– Newsletters - A type of optional communications document that relates useful information about or to employees.
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Written Communication
• Optional communications documents– Networking
• An optional and informal type of communication that can be either oral or written.
• It includes information exchange among colleagues and peers in related fields of interest.
– Listserv - An electronic mailing list that is used as a means of communication among a group of colleagues wishing to interact with one another in areas of mutual interest.
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Written Communication
• Organizational culture and written communication– Proprietary Information - Knowledge
about an organization that must be restricted to certain individuals within the organization or to members of that organization only
– For health care: Health Insurance Portability and Accountability Act of 1996 (HIPAA)
– Amount of information shared, and direction of flow
– Preferred channel(s)
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Written Communication
• Using computers to communicate– E-mail, e-mail, e-mail...– Proliferation of e-mail may interfere
with timely completion of work– “Junk e-mail” may waste time– E-mail has the potential to replace
interpersonal communication
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Communication to Groups
• More impersonal– Less tolerance for errors– Greater chance for distortion
• Larger audience = more sophisticated packaging
• Important to test technology, proofread printed materials, etc.
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Other Communication Barriers
• Regional language• Cultural variations:
– Language– Proxemics– Body language– Touching behavior– Customs
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Other Communication Barriers
• Gender• Generational differences
– Traditionalists– Baby Boomers– Generation Xers– Generation Yers
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Other Communication Barriers
• Politically correct terminology– Politically Correct - A designation
for terminology that is non-offensive or neutral to replace words or phrases in common usage that are disparaging, offensive, or insensitive.
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Conclusion
• The message sender encodes and packages the information to be communicated.
• The receiver is responsible for decoding the message.
• Listening is an activity that requires concentration and skill; hearing is passive.
• The message and its packaging should be consistent with each other and geared toward the intended receiver.
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Conclusion
• Feedback and noise are an inevitable part of interpersonal communication.
• Written communication is tangible, permanent, and verifiable.
• Communicating with groups requires significant attention to detail.
• It is important to avoid or minimize barriers to communication.
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Planned Ambiguity
• Precision is usually necessary for successful communication
• Ambiguity is part of the message in a purposefully-imprecise form of communication
• ex: ambiguous class assignment to write a report analyzing an herbal supplement