ob09chap012
TRANSCRIPT
![Page 1: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/1.jpg)
Communicating in the Digital Age
Chapter Twelve
Copyright © 2010 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin
![Page 2: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/2.jpg)
12-2
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
![Page 3: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/3.jpg)
12-3
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, instant messaging, handheld devices, blogs, videoconferencing/telepresence, and group support systems, and explain the related use of teleworking
![Page 4: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/4.jpg)
Basic Dimensions of the Communication Process
• Communication - the exchange of information between a sender
and receiver and the inference of meaning between the individuals involved
12-4
![Page 5: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/5.jpg)
12-5
A Perceptual Model of Communication
Figure 12-1
![Page 6: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/6.jpg)
A Perceptual Model of Communication
• Sender - person wanting to communicate information-
the message
• Receiver - person, group, or organization for whom the
message is intended
• Encoding - translates thoughts into code or language that
can be understood by others12-6
![Page 7: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/7.jpg)
12-7
Question?
Alexa is informing her subordinates that the expense reimbursement policy for travel has been significantly modified. Alexa would be considered which of these?
A.DecoderB.MediumC.SenderD.Noise
![Page 8: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/8.jpg)
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
12-8
![Page 9: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/9.jpg)
12-9
A Perceptual Model of Communication
• Decoding - occurs when receivers receive a message - process of interpreting and making sense of a
message
• Feedback - receives expresses a reaction to the sender’s
message
![Page 10: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/10.jpg)
A Perceptual Model of Communication
• Noise - interference with
the transmission and understanding of a message
12-10
![Page 11: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/11.jpg)
Barriers to Effective Communication
1. Personal barriers - any individual attribute that hinders
communication
2. Physical barriers3. Semantic barriers
12-11
![Page 12: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/12.jpg)
12-12
Personal Barriers
1. Variable skills in communicating effectively
2. Variations in how information is processed and interpreted
3. Variations in personal trust4. Stereotypes and prejudices5. Big egos
![Page 13: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/13.jpg)
12-13
Personal Barriers (cont.)
6. Poor listening skills7. Natural tendency to evaluate other’s
messages8. Inability to listen with understanding9. Nonverbal communication
![Page 14: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/14.jpg)
12-14
Physical Barriers
1. Time zone differences2. Telephone-line static3. Distance from others4. Crashed computers5. Office design
![Page 15: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/15.jpg)
Question?
Laura works at an office with low-walled cubicles. There is often a lot of background noise and Laura has trouble hearing clients on the phone. This is an example of a ________ barrier.
A.ProcessB.PhysicalC.PersonalD.Semantic
12-15
![Page 16: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/16.jpg)
12-16
Barriers to Effective Communication
• Semantics - study of words
• Semantic barriers - problems with language in communication- fueled by the growing trend to outsource
customer service operations to foreign countries like India
- jargon
![Page 17: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/17.jpg)
12-17
Interpersonal Communication
• Communication competence
- ability to effectively use communication behaviors in a given context
![Page 18: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/18.jpg)
12-18
Communication Competence Affects Upward Mobility
Figure 12-2
![Page 19: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/19.jpg)
12-19
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.
![Page 20: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/20.jpg)
12-20
Question?
Sam has an expressive and self-enhancing communication style, which is based on the notion that it is not right or good to violate our own or others' basic human rights. Sam can be described as having which of these styles?
A.AggressiveB.NonassertiveC.NonverbalD.Assertive
![Page 21: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/21.jpg)
12-21
Communication Styles
![Page 22: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/22.jpg)
12-22
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
![Page 23: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/23.jpg)
Question?
Travis was in a meeting with his supervisor regarding sales analysis. Travis had his arms folded and legs crossed. Travis's nonverbal behavior communicated which of these?
A.SemanticsB.DefensivenessC.AggressivenessD.Immediacy
12-23
![Page 24: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/24.jpg)
12-24
Active Listening
• Listening - actively decoding and interpreting verbal
messages.
![Page 25: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/25.jpg)
12-25
Listening Styles
• Appreciative - listens for pleasure, entertainment, or
inspiration
• Empathetic - interprets messages by focusing on emotions
and body language
![Page 26: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/26.jpg)
Question?
Dr. Philip interprets messages by focusing on emotions and body language. His listening style can be described as __________.
A.AppreciativeB.EmpatheticC.Discerning D.Evaluative
12-26
![Page 27: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/27.jpg)
Listening Styles
• Comprehensive - organizes specific thoughts and actions and
integrates this information by focusing on relationships among ideas
12-27
![Page 28: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/28.jpg)
12-28
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
![Page 29: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/29.jpg)
12-29
The Keys to Effective Listening
![Page 30: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/30.jpg)
Women and Men Communicate Differently
• Women are more likely to share credit for success, ask questions, and tactfully give feedback
• Men are more likely to boast, to bluntly give feedback, and less likely to admit fault or weakness
12-30
![Page 31: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/31.jpg)
Communication in the Computerized Information Age
• Multicommunicating - the use of technology to participate in several
interactions at the same time
12-31
![Page 32: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/32.jpg)
12-32
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
![Page 33: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/33.jpg)
Question?
Wal-Mart has established their computer networking system as such that it connects the stores and company individuals with their suppliers and key strategic partners. This can be described as a(n)
A.TelecommutingB.IntranetC.ExtranetD.Videoconferencing
12-33
![Page 34: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/34.jpg)
12-34
Benefits of E-mail
1. Reduced the cost of distributing information
2. Increased teamwork3. Reduced paper costs4. Increased flexibility
![Page 35: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/35.jpg)
12-35
Drawbacks to E-mail
1. Wasted time and effort2. Information overload3. Increased costs to organize, store, and
monitor usage4. Neglect of other media
![Page 36: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/36.jpg)
12-36
Videoconferencing/Telepresence
• Videoconferencing - uses video and audio links along with
computers to enable people in different locations to see, hear, and talk with one another
![Page 37: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/37.jpg)
Videoconferencing/Telepresence
• Telepresence - advanced form of teleconferencing - requires specially designed rooms with
multiple cameras, sound-damping equipment and high-definition video screens
12-37
![Page 38: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/38.jpg)
Benefits of Videoconferencing and Telepresence
• Systems can reduce an organization’s travel expenses
• Allow people working across the world to participate in the innovation process on an as needed basis
• Allow employees to speed up the decision making process
12-38
![Page 39: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/39.jpg)
12-39
Group Support Systems
• Group support systems - using computer software and hardware to help
people work better together- have demonstrated increased productivity and
cost savings
![Page 40: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/40.jpg)
12-40
Teleworking
• Teleworking - a work practice in which an employee does
part of his job in a remote location using a variety of information technologies
- Also called telecommuting
![Page 41: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/41.jpg)
Supplemental Slides
• Slides 42-46 contain extra non-text examples to integrate and enhance instructor lectures
- Slide 42: Texting Etiquette- Slide 43: Off-Duty Blogging- Slide 44: Blogs- Slide 45-46: Video discussion slides
12-41
![Page 42: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/42.jpg)
12-42
Texting Etiquette
• When with someone, ask permission to check or send texts
• Set rules with family and friends
• Don’t text anything you would not want sent to someone else
• Follow school or workplace rules for cell phone usage
• Don’t text about sex
Source: Text-Messaging etiquette? 4getit, Arizona Republic, 12/12/06, p. A1, A4
![Page 43: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/43.jpg)
12-43
Off-Duty Blogging
• You have three employees….- Greg blogs about his company’s
employment practices- Sue blogs about sexually fantasies- Diane blogs about her strong political views
• All three are excellent employees… your CEO says you need to fire each of them. Do you? Can you legally?
![Page 44: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/44.jpg)
12-44
Blogs
• Blog - online journal in which people comment on
any topic
Read an example of BusinessWeek’s Blog
![Page 45: ob09Chap012](https://reader036.vdocuments.us/reader036/viewer/2022062512/551e8f7d4a795970108b4bc7/html5/thumbnails/45.jpg)
Video: A Week Without Technology: Could You Do It?
• What business processes are affected by the presence or lack of technology? Is it possible for a company to be competitive today without technology?
• How is the perceptual model of communication different when technology is used than if it were not? Which types of communication barriers might be different?
• How are the non-verbal aspects of communication affected by technology?
• How would you do in Dennis’s situation - could you have lasted the full week?
12-45