Functions of Communication
-
Control behavior
- Motivation
- Emotional expression
- Information
A Perceptual Model of Communication
(1). Sender behavior
- Encoding: translates mental thoughts (meaning) into a code or language that can be understood
by others
Each culture has a vocabulary of language,
rituals, gestures, ceremonies, and routines in express meaning
Thought or conceptual component
Feeling, or emotional component
- Selecting a medium
- Face-to-face conversation
- Telephone
- Voice mail
- Electronic mail
- Photo graphs
- Letters
- Memos
- Bulletin and fliers
- Formal numerical report
(2) Receiver behavior
- Decoding: translates verbal, oral, or visual aspects of message into an understandable meaning.
Decoding by the receiver is subject to social values and cultural values that may not be understood
by the sender
A receiver creates the meaning of a message in his/her own mind => misunderstanding as the
norm, rather than exception
Failure of communication in corporate America:
- 64% don't believe what management says
- 61% Aren't well-informed of company plans
- 54% Don't get decisions explained well
Cross-cultural misunderstanding: the use of different cultural dictionaries.
Case 1: the use of lawyers between Italian and German negotiators
Case 2: intimate behavior by two Chinese males.
- Feedback
- Noise: anything that interferes with the transmission and understanding of a message, such
as a speech impairment, illegible handwriting, poor hearing, bad mood
A Contingent Model for Choosing Media
(1). Information richness of a media: the potential information-carrying capacity of a media
- Face-to-face conversation
- Voice mail
- Formal numerical report
- Electronic mail
- Photo graphs
- Telephone
- Letters and memos
- Bulletin and fliers
(2). Complexity of problem/situation
- Low complexity: routine, well-structure, clear, predictable, having clear objectives and standards
- High complexity: ambiguous, unpredictable, hard to analyze, and emotionally laden.
One-way vs. two-way communication
- One way communication: no feedback or interaction follow: giving instruction and direction
- Two-way communication: have feedback and interaction: discussion
Verbal vs. Nonverbal communication
Nonverbal communication: the transference and understanding of meaning without the
use of written or spoken words
Defensive vs. non-defensive communication
Effective interpersonal communication
Formal vs. informal networks in organizational communication
- Communication networks: channels by which information flow
- Formal networks: task-oriented communications that follow the authority chain
- Informal networks (grapevines): communications officially sanctioned by organizations.
- Not controlled by management
- Perceived as more believable and reliable
- Serve the self-interests of those involved
Formal small-group networks
Grapevine patterns and implications:
- It is faster than formal channels
- It is about 75% accurate
- People rely on it when they are insecure, threatened, or faced with organizational change
- Employees use the grapevine to acquire the majority of their on the job information
Directions of Organizational Information Flow
- Downward communication
- Upward communication
- Horizontal communication
Information Distortion in Organizational Communication
The Johari Window
Two dimensions:
- Known/unknown by self
- Know/unknown by others
Four areas:
- Open
- Blind
- Hidden
- Unknown
Two processes
- Disclosure: sharing with others what you know (feelings, experiences, information)
- Feedback: eliciting disclosure from others
Communication Barriers between Women and Men (Deborah Tannen)
Basic assumption: communication is a continual balancing effort of juggling the conflicting
needs for intimacy and independence
Women: speak and hear a language of connection and intimacy
Men: speak and hear a language of status and independence
