Chapter 1: the communication process

Nonverbal cues (visual code)

All intentional and unintentional means other than writing or speaking by which a person sends a message, including facial expressions, eye contact, gestures, appearance, posture, size and location of office, and arrival time at meetings.

Why are communication models helpful?

Allow us to pinpoint where in communication process misunderstandings occur so that we can correct them

What is climate referred to in communication?

An organization's social and work environment

Noise

Anything that interferes with communication by distorting or blocking the message

What is paraphrasing needed for?

As sender you need to be concerned with what your receiver thought you said, It is a good idea to check reception of your message by asking receivers to paraphrase what they think you meant

Two examples of channels that carry all three codes?

Business meeting and television

One-way model

Communication viewed as linear process going from Person A to Person B with No response or feedback

What does each person's frame of reference include?

Educational background Race Cultural values Gender Life experiences Attitudes Personality

Practical rule

Ethical decisions are easy to communicate "to people outside the company because the typical person" would find them acceptable-- thus, you feel good as well

Utilitarian rule

Ethical decisions create "the greatest good for the greatest number of people"

Moral rights rule

Ethical decisions protect people's "fundamental rights and privileges". in other words, do unto others as you would have them do unto you

Justice Rule

Ethical decisions provide fair and equal treatment for all individuals or groups involved

Frame of reference

Inaccurate encoding and decoding can be responsible for some of our major communication breakdowns. these breakdowns occur because we use our own background and experience- our Frame of reference- to encode and decode messages. Unless backgrounds and experiences of both sender and receiver are identical, messages may not be accurately encoded or decoded Only when our frames of reference overlap can we expect real understanding

What are the three basic communication codes?

Language, Paralanguage, and Nonverbal cues

What does the transaction model include?

Person A/Person B Stimulus and motivation Encoding and decoding Frames of reference Code Channel Feedback Environment Noise

Circular Model

Sender communicates message to receiver who interprets it and sends reply back to sender, Addition of frame of reference (individual experience and background)

Stimulated

Sender must be stimulated, Internal or external stimulus triggers thought, which triggers desire to communicate

Language (verbal code)

Spoken or written words used to communicate thoughts and emotions

How to choose a channel

The importance of the message The needs and abilities of the receiver The amount and speed of the feedback required The necessity of a permanent record The cost of the channel (time & energy) The formality or informality required

Paralanguage (vocal code)

The local elements that go along with spoken language, including tone of voice, pitch, rate, volume, and emphasis.

Motivation

The sender must be motivation in order to start a conversation

Sender

The source of the message

What are the traps that create unethical behavior?

The trap of necessity: "I really have no choice. If I suddenly stop charging as much, someone is sure to investigate" The trap of relative filth: "What im doing isn't as half as bad as what others have done" The trap of rationalization: "It's all right if I call in sick. If I don't use my sick days by January, I lose them" The trap of self-deception: "So what if I claim my experience is more varied that it really is. No one will ever find out The trap of the end justifying the means: "if I exaggerate the uses of this product just a bit, I will be able to increase. my sales and get a promotion"

What are the disadvantages of feedback?

can cause employees to feel psychologically attacked, they can become defensive when they receive negative feedback, feedback is time-consuming, it takes time to make sure that everyone understands and money to redo what should have been done correctly in the first place. It can also be difficult to elicit. People may be afraid of asking for feedback because they do not want to seem dumb for asking. Managers should ask WHAT they understand and make them paraphrase instead of asking IF they understand

What are the advantages of feedback?

improves tha accuracy and productivity of both individuals and groups, can save time and money since there won't be misunderstanding, and can increase employee satisfaction. People like to believe that their ideas and opinions are valued. When given the opportunity to ask questions or make suggestions, employees tend to feel more a part of the organization.

Transaction Model

in which communication is viewed as a simultaneous, transactional process between senders and receivers. Simultaneous: Persons involved may be sending and receiving at same time. Transactional: Both persons responsible for creating meaning and both influence and are influenced by the other Addition of environment and stimulus/motivation

External noise

includes distractions in the environment, such as the speaker's poor grammar, papers being shuffled, phones ringing, people talking, cold air in the room, and lights that are too dim

Internal noise

refers to conditions of the communicators (both speakers and listeners), such as a headache, daydreaming, lack of sleep, preoccupation with other problems, or lack of knowledge on the topic

What is channel richness?

the amount of information a channel can convey. The move codes a channel carries, the higher its level of richness

Environment

the effective communicator plans and controls the environment as much as possible

Channel

the medium selected to carry the message. Examples: face-to-face discussions, telephone calls, memos, emails, instant messages, blogs, newsletters, social networks, radio, and television.

What is communication?

the process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways

Encoding

the process of putting a message into the form in which it will be communicating

Decoding

the process the receiver goes through in trying to interpret the exact meaning of a message

What are the two categories for noise?

External and Internal

Receiver

The interpreter of the message

Code

the symbols that carry the message

When giving feedback to others

-Direct feedback toward behavior rather than the person -Use language that is descriptive instead of evaluative Descriptive feedback is tactfully honest and objective, whereas evaluative feedback is judgmental and accusatory -Recognize that feedback involves sharing ideas, not giving advice -Include only as much information as the person can handle at one time -Remember that effective feedback is immediate and well timed -Allow face-saving when possible

Effective use of feedback

-Tell people you want feedback -Identify the areas in which you want feedback -If you are a manager, set aside time for regularly scheduled feedback sessions -Select the proper channel -Use silence to encourage feedback -Watch for nonverbal responses -Ask questions -Paraphrase -Use statements that encourage feedback -Reward feedback -Follow up