Final Exam Information

factors of nonverbal communication

-body language -eye contact -facial expression -posture -touch -space

crucial conversations

-discussions in which: --the stakes high but --opinions vary --emotions run strong -require more planning, reflection, and skill

barriers to effective communication

-filtering -selective perception -information overload -emotional disconnects -lack of source familiarity or credibility -workplace gossip or grapevine -semantics and jargon -gender differences in communication -differences in meaning -biased language

communication flows

-frequent communication is related to better job performance ratings and organizational performance

active listening

-listen for message content -listen for feelings -respond to feelings -note all cues -paraphrase and restate

consequences of poor listening

-lower employee productivity -missed sales -dissatisfied customers -lowered morale -increased turnover -the receiver's ability to listen effectively is equally vital to effective communication -listening takes practice, skill, and concentration

the sender

-originates and encodes the message -translates the idea into words

the receiver

-the person who receives the message -decodes the message -assigns meaning to the words

Three main functions of communications

-transmission of information -coordination in effort -sharing emotions and feelings

How much time does a manager spend communicating?

50%-90% of the time

nonverbal communication

55% of communication

information richness

Information-rich channels convey more nonverbal information. Research shows that effective managers tend to use more information-rich communication channels than less effective managers.

noise

anything that interferes with or distorts the message being transformed

lack of source familiarity or credibility

can derail communications, especially when humor is involved.

stories

can help clarify key values and help demonstrate how things are done within an organization

emotional disconnects

happen when the Sender or the Receiver is upset, whether about the subject at hand or about some unrelated incident that may have happened earlier

semantics

is the study of meaning in communication.

information overload

occurring when the information processing demands on an individual's time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing

written business communication

often asynchronous and received by many ex: memos proposals emails letters

Communication

process by which information is exchanged between individuals through a common system of symbols, signs or behavior

selective perception

refers to filtering information to suit our own needs and often unconscious

what is in the process model of communication

sender -encoder medium receiver -decoder noise

filtering

the distortion or withholding of information to manage a person's reactions

jargon

the language of specialized terms used by a group or profession

verbal communication

the medium of the message is oral

the medium

the medium of this encoded message may be spoken words, written words, or signs