BA324 Exam I Summaries
Identify changes in the workplace and the importance of communication skills.
The workplace has undergone profound changes,
such as the emergence of heightened global competition, flattened management hierarchies, expanded team–based management,
innovative communication technologies, new work environments, and an increasingly diverse workforce. In this dynamic workplace
you can expect to be a knowledge worker; that is, you will deal with words, figures, and data. The most important foundation skill for
knowledge workers is the ability to communicate. You can improve your skills by studying the principles, processes, and products of
communication provided in this book and in this course.
Describe the process of communication.
The sender encodes (selects) words or symbols to express an idea. The message is sent
verbally over a channel (such as a letter, e–mail message, or telephone call) or is expressed nonverbally, perhaps with gestures or body
language. "Noise"—such as loud sounds, misspelled words, or other distractions—may interfere with the transmission. The receiver
decodes (interprets) the message and attempts to make sense of it. The receiver responds with feedback, informing the sender of the
effectiveness of the message. The objective of communication is the transmission of meaning so that a receiver understands a message
as intended by the sender.
Discuss barriers to interpersonal communication and the means of overcoming those barriers.
miscommunication because people have different meanings for the words they use. One's
frame of reference
creates a filter through
which all ideas are screened, sometimes causing distortion and lack of objectivity.
Weak language skills as well as poor listening
impair communication efforts.
—joy, fear, anger, and so forth—hampers the sending and receiving of
—noisy surroundings, faulty acoustics, and so forth—can disrupt oral communication. You can reduce
or overcome many interpersonal communication barriers if you (a) realize that the communication process is imperfect, (b) adapt your
message to the receiver, (c) improve your language and listening skills, (d) question your preconceptions, and (e) plan for feedback.
Analyze the functions and procedures of communication in organizations.
Internal functions of communication include issuing
and clarifying procedures and policies, informing management of progress, persuading others to make changes or improvements, and
interacting with employees. External functions of communication include answering inquiries about products or services, persuading
customers to buy products or services, clarifying supplier specifications, and so forth. Oral, face–to–face communication is most
effective, but written communication is often more expedient. The volume of messages today is overwhelming many employees, who
must institute techniques to control information overload and productivity meltdown.