11: Chapter Communication and Information Technology Interpersonal Communication The communication process o Symbolic interaction Symbol representation of the object, experience, happening, concept or idea that's being communicated Advantages can be used to describe things to another person who may never have experienced an event Limitation misleading, incomplete or ambiguous messages can appear unintentionally through written or verbal communication Occur due to limitations of language and bad communication o The communication process Sender creator of messages to be communicated Message information, concepts, or ideas the sender is attempting to relay Encode changing the message into symbols such as words, electrical impulses, pictures or body language Channel means by which the message travels from a source to a receiver Receiver person message is intended for Decode extracting meaning of the message through translated symbols Feedback sent in response to the decoded message Noise anything disrupting or distorting a message (unclear wording, loud background noise) Persuasive Communication o Aristotle's Rhetoric: 3 basic components The Source Credibility expert knowledge and truthfulness in which a communicator processes o Not swaying to bias or having conflicting interests Identify with the audience The Message Persuade with logic, reason or emotion Increase effectiveness by pushing positive emotions through presentation, message content or surroundings Negative consequences are effective in fearful situations 2 sided arguments have a lasting effect when the audience is relatively informed on the topic Watch out for conflicting nonverbal cues Most effective communication is a combo of verbal and nonverbal o Videotaped messages
o Audio messages o Printed word The Audience Intelligence effects power of persuasion (average intelligence more easily swayed) Preconceived notions and opinions are factors in relating to your audience Latitude of acceptance degree to which another person's opinion is close to your own Deeply rooted beliefs are tough to break Supportive Communication o Supportive communication improves interpersonal relationships and/or reduce defensiveness in the subject o Defensiveness causes emotion, making individuals less likely to listen to others o 3 components of supportive communication Problemfocused don't focus on the individuals Descriptive constructive and focuses on a set of issues Flexible open to new ideas Listening Components o Empathy Empathy listening when people try to understand the content of the message and the speakers' implied thoughts or emotional impact Expressed level of empathy understanding facts of the message and restating a summary form back to the speaker to clarify meaning and prove they are listening Implied level of empathy the listener picks up emotional cues and tries to decipher the speakers insinuations o Effective Listening Skills Be responsive Don't get distracted Take detailed notes Look at new subject matter as being potentially interesting Do not judge until the end of the message Don't on focus delivery errors Listen carefully for overarching themes and ideas Embrace hardtounderstand and difficult material Assist the speaker Nonverbal Communication body language, posture, tone o Appearance hygiene and clothing
o Posture calmness, upright stature Kinesics study of posture, body positioning and body language o Physical distance Close proximity intimacy Distance formality, lack of trust Proxemics study of the distance between 2 communicators o Facial cues Facial expressions and eye contact o Vocal cues Tone, pitch, pacing, volume and tempo of speech Low status speak softly High status loud Low pitched slow tone of voice indicated disinterest Organizational Communication The effects of organizational structure o Let the right people get the correct information at a specific time o Focus on job relevant information Direction of communication flow o Downward communication when a message initiates at the higher echelons of a traditional organizational hierarchy and is passed down to lower ranks that will eventually implement the action Information generally is lost through levels o Upward communication lower levels give feedback directly to high levels in an organization Issues are lost in translation o Horizontal communication peers on the same organizational level communicate with one another Provides cohesion o Informal communication or grapevine nonofficial form of communicating through informal relationships Watch for distortion or malicious coworkers Communication Roles o Opinion leaders frame information for organization members (change implementation) o Gatekeeper prevent information overload (filtering and summarizing useful information and passing it on) Secretaries, receptionists
o Boundary spanners individuals representing the organization and interacting with the outside environment (high ranking execs or the public image) o Liaisons person who connects two different groups Improving Communication Increases feedback to clarify if directions are clear and accepted by subordinates o Regulating information flow Subordinates "need to know" Management status and policy changes o Reception Emotional stimulation Prevents misinterpretation o Simplifying language Easier to comprehend Effective timing Orderly and scheduled messages are more easily comprehended Barriers to Effective Communication o Filtering editing information and leaving it out or altering relevant information o Time pressures rushed communication o Value judgments building opinions prior to completion of the message o Selective listening hearing what you want to o Jargon not comprehending the entire message o Differing frames of reference not relating to each other o Information overload not processing relevant information Reactions to Communication Overload o Queuing priority list to view and evaluate later o Disregarding ignoring complex information o Approximating taking pieces of information as a sample o Multiple channels different departments and individuals evaluate and process different information differently o Filtering deciding on relevance or irrelevance o