chapter 13
oral communication
advantages: usually easier and faster than written communication and it encourages feedback disadvantages: usually no record or such communication.
five typical response styles
advising diverting probing reassuring reflecting
stage 2: the sender transmits the message
after the sender encodes the message and selects the channel, he or she transmits the message through the channel to receiver
showing understanding
after you have listened to the message, give feedback on the message by doing two things: paraphrasing watching nonverbal behavior.
probing
asking the sender for more information about some aspect of the message
listening
crucial, and it is the process of giving a speaker your undivided attention
timely
current and available when you need it
information
data converted into a useful form that helps people of their jobs. useful when it is timely, relevant, understandable
understandable
easy to comprehend
grapevine comm
informal flow of info in any direction throughout an organization.
feedback
information that verifies a message is understood
The process of receiving messages
listening, analyzing, showing understanding
3 primary channels are
oral, nonverbal, written
two major types, or levels, of communication
organizational, interpersonal
reflecting
paraphrasing the message to indicate acceptance and understanding
communication barriers
perception information overload channel selection trust and credibility not listening emotions noise filtering
advising
providing evaluation, personal opinion, direction, or instructions
reassuring
responding to reduce the intensity of the emotions associated with the message
emotional intelligence
self awareness self management self motivation empathy social skills
relevant
suited to the situation, accurate and complete but concise
diverting
switching the focus of the communication to a new message
interpersonal communication
takes place among individuals in organizations
organizational communication
takes place among organizations and among their units or departments
interpersonal communication process
takes place between a sender who encodes a message and transmits it through a channel or medium to a receiver who decodes it and may give feedback.
information technology
technology used to store, process and distribute information
vertical comm
the flow of info both downwards and upward though the organizational chain of command
horizontal comm
the flow of information between colleagues and peers. formal communication
analyzing
the process of thinking about, decoding, and evaluating the message
communication
the process of transmitting information and meaning
interpersonal stage 1:
the sender encodes the message and selects the transmission channel. sender puts the message into a form that the receiver will understand.
data
unorganized facts and figures
stage 3:
The receiver decodes the message and decides if feedback is needed. is the receiver's process of translating a message into a meaningful form
stage 4: feedback:
a response or a new message may be transmitted. after the receiver decodes the message, he or she may give feedback to the sender.
nonverbal communication
(body language, facial expression, etc) every time you talk to someone face-to-face, you also use this communication. messages without words
written communication
(memos,letters, reports) advantages: proveds a record of what was communicated disadvantages: usually takes longer and it hinders feedback
the message sending process
1. develop rapport 2. state your communication objective 3. transmit your message 4. check the receiver's understanding 5. get a commitment and follow up
