MNO Exam 3: Ch. 8 Communication

The following is an example of what kind of Barrier to Effective Communication? Ex: a manager's keeping a division's negative sales figures from a superior, in this case, the vice president.

Filtering

So, how can we communicate effectively?

The first step is to understand the communication process.

Semantics is?

The meaning of a word or phrase. -For example, companies often have their own acronyms and buzzwords (called business jargon) that are clear to them but impenetrable to outsiders.

Effective communication is?

an asset for organizations and individuals alike

Noise is?

anything that interferes with or distorts the message being transformed.

Research shows that when individuals are lying, they are more likely to?

blink more frequently, shift their weight, and shrug

Selective perception refers to?

filtering information to suit our own needs -often done unconsciously

Filtering prevents members of an organization from?

getting a complete picture of reality.

In other words, when communicating with others, we have a tendency to?

hear what we want to hear, or see what we want to see.

The channel, or medium, used to communicate a message affects?

how accurately the message will be received

Research also shows that 55% of in-person communication comes from?

nonverbal cues such as facial expressions, body stance, and tone of voice

Information-rich channels convey more?

nonverbal information.

One way to defuse the tendency to filter is to?

reward employees who clearly convey information, regardless of whether the news is good or bad.

When employees think their organizations do a good job of keeping them informed about matters that affect them and when they have access to the information they need to do their jobs, they are more?

satisfied with their employers

Poor communication is prevalent between?

senders and receivers

Filtering is?

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

Sharing emotions and feelings bonds teams and unites people in?

times of celebration and crisis

Experts note that information overload is:

"A symptom of the high-tech age, which is too much information for one human being to absorb in an expanding world of people and technology. The sources of information overload include TV, newspapers, and magazines as well as wanted and unwanted regular mail, e-mail, and faxes. It has been exacerbated enormously because of the formidable number of results obtained from Web search engines."

What are the 3 Types of Communication?

(1) verbal communication, in which you listen to a person to understand their meaning (2) written communication, in which you read their meaning (3) nonverbal communication, in which you observe a person and infer meaning

The Process Model of Communication:

-A Sender, such as a manager, coworker, or customer, originates the message with a thought. ex: "We need to complete this report this week. We took more time than we promised to the client." -The sender Encodes the message, translating the idea into words. ex: "James, I can't believe we are not done with this report already. Our relationship with the client is on the line. Please make sure that this gets done." -The Medium of this encoded message may be spoken words, written words, or signs. -The Receiver is the person who receives the message. -The receiver Decodes the message by assigning meaning to the words. ex: "I need to stay late and finish this report tonight. I need to let my sister know that I can't attend her birthday dinner tonight." -The meaning that the receiver assigns may not be the meaning that the sender intended, because of factors such as Noise

Other examples of filtering:

-A gatekeeper (the vice president's assistant, perhaps) who doesn't pass along a complete message -the vice president may delete the e-mail announcing the quarter's sales figures before reading it, blocking the message before it arrives.

Nonverbal cues that can support or detract from a sender's message:

-Body Language -Eye Contact -Facial Expressions -Posture -Touch -Space

Use Written Communication When:

-Conveying facts -message needs to become part of a permanent file -little time urgency -you do not need immediate feedback -the ideas are complicated

Examples of Medium Information Richness:

-Emails -Handheld devices -Blogs -Written letters and memos

Examples of High Information Richness:

-Face-to-face conversation -Video conferencing -Telephone converstation

Examples of Low Information Richness:

-Formal written documents -Spreadsheets

Tips for Reducing Miscommunication-by-Jargon:

-Know your audience. -Decode your acronyms -Limit your jargon use.

Use Verbal Communication When:

-conveying emotions and feelings -message does not need to be permanent -time urgency -need immediate feedback -ideas are simple

Benefits to Using Jargon:

-quicker way to send an effective communication -communicates expertise

Barriers to Effective Communication:

1. Filtering 2. Selective perception 3. Information overload 4. Emotional Disconnects 5. Semantics 6. Differences in meaning between the sender and the receive 7. Poor listening 8. Biased language

Here are some of the criteria that individuals may use when deciding whether to Filter a message or pass it on:

1. Past experience: Were previous senders rewarded for passing along news of this kind in the past, or were they criticized? 2. Knowledge and perception of the speaker: Has the receiver's direct superior made it clear that "no news is good news?" 3. Emotional state, involvement with the topic, and level of attention: Does the sender's fear of failure or criticism prevent the message from being conveyed? Is the topic within the sender's realm of expertise, increasing confidence in the ability to decode the message, or is the sender out of a personal comfort zone when it comes to evaluating the message's significance? Are personal concerns impacting the sender's ability to judge the message's value?

Communication fulfills 3 main functions within an organization:

1. coordination 2. transmission of information 3. sharing emotions and feelings -All these functions are vital to a successful organization.

Jargon is?

A specific set of acronyms or words unique to a specific group or profession. -Every profession, trade, and organization has its own specialized terms.

Communication is?

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

Noise can even occur within the sender:

The sender may be unwilling to take the time to convey an accurate message, or the words that are chosen can be ambiguous and prone to misinterpretation.

Information overload is?

What occurs 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.

Data suggest that deficient interpersonal communication was a causal factor in?

approximately 70% to 80% of all accidents over the last twenty years.

But, in some work arenas, like operating rooms and airplane cockpits, communication can?

be a matter of life and death

50% to 90% of a manager's time is spent?

communicating, and communication ability is related to a manager's performance

Noise can disrupt or distort?

communication.

In business, poor communication does what?

costs money and wastes time.

To maximize the possibility of sending and receiving effective communications, it's helpful to?

deliver a message in multiple ways and to seek information from multiple sources. In this way, the effect of any one person's filtering the message will be diminished.

Selective perception is a a necessary tool that provides?

efficiencies in a complex culture, but it can also lead to mistakes

Information overload shows that working in such a fragmented fashion has a significant negative effect on?

efficiency, creativity, and mental acuity.

Noise can be?

external in the environment (such as distractions) or it can be within the receiver. -For example, the receiver may be extremely nervous and unable to pay attention to the message.

Research shows that effective managers tend to use more?

information-rich communication channels than less effective managers.

In most work environments, a miscommunication is an annoyance—it can?

interrupt workflow by causing delays and interpersonal strife.

Effective communication skills, for example, are an asset for?

job seekers.

Poor communication can also lead to?

lawsuits. -For example, while malpractice suits are commonly filed against doctors based on the outcome of their treatments, a study of malpractice suits found that a primary influence on whether or not a doctor is sued is the doctor's communication style.

Good communication increases a company's?

market value

Communication is vital to?

organizations—it's how we coordinate actions and achieve goals.

A classic study on selective perception involved:

participants watching a particularly violent football game between Princeton and Dartmouth. Each side counted more infractions committed by the other side.

Effective communication helps?

people grasp issues, build rapport with coworkers, and achieve consensus

Multitasking refers to?

performing multiple tasks at the same time

One study found that 14% of each workweek is wasted on?

poor communication

Communicating through multiple media usually does not result in?

positive outcomes, because the individual is switching attention from one task to another in quick succession. -the effectiveness of the communication suffers

Good communication can help a company?

retain its star employees

In another study, when participants were multitasking by interacting with multiple partners over text messages and phone, their task performance?

suffered compared to participants who were focused on a single task

Paying attention to multiple communications media at the same time, such as texting while listening to a colleague, may best be characterized as?

the "illusion of multitasking."

To be effective communicators, body language, appearance, and tone need to be aligned with?

the words one is trying to communicate.

However, jargon can be an obstacle to effective communication, causing listeners to?

tune out or fostering ill feelings between partners in a conversation.

We believe in the nonverbal cues rather than?

what is actually being said

Research shows that nonverbal cues can also affect?

whether you get a job offer.

The coordination of effort within an organization helps people?

work toward the same goals

In one study, when mobile phones were used during negotiations, negotiators achieved?

worse outcomes and were perceived as less trustworthy.

Words can mean different things to different people, or they might not mean anything to another person. This is called?

Semantics