Chapter 9: Communication in the digital age

decoding and creating meaning

- Decoding occurs when receivers receive a message. It is the process of interpreting and making sense of a message. -different people can interpret the same message differently

tips for managing e-mail?

-Prioritize 20% of e-mails and defer the other 80%. -Use folders and categories to organize your inbox. -Do not check e-mails at all hours. -set aside a specific time -make decisions and respond immediately to emails that require a brief response

the following result from employee access to social media?

-an increase in employee performance -a reduction in the amount of time spent retrieving needed information -an increase in job satisfaction and work-life balance

It is possible to improve communications between the sexes and generations by:

-avoiding assumptions based on sex or age -employing a variety of communication media -make sure people get credit for their ideas and not their gender -Clarify communication expectations and norms

The reasons that banning access to social media at work can damage employee morale and loyalty include:

-fairness to those who are expected to be available for work outside of regular hours -alienating younger employees who are used to being "plugged in" -lack of trust

two key actions of empathy

-mindfulness: placing our attention on the feelings and emotions being displayed both verbally and nonverbally by others -incorporating our understanding of another person's feelings and thoughts into our communications

source of noise

Any noise that occurs in or on an oscillating or vibrating object nonverbal communication a loud environment handwriting that is hard to read

What point should you keep in mind when dealing with nervousness in making a presentation?

Audience members expect you to be nervous.

What does the social role theory suggest about the differing linguistic styles of men and women?

Boys and girls are taught to communicate differently.

Nonverbal communication

Communication without words

tell your story

Describe how you've arrived where you are and what you'd like to see change and why

talk tentatively

Describe the impact that the facts have on you via your story.

Crucial conversations

Discussions in which the stakes are high, opinions vary, and emotions run strong.

Five step protocol to deliver with impact

Frame your story Plan your deliver Develop your stage presence plan your multimedia put it together

the following statements about videoconferencing are true

It provides enhanced communication over e-mail and texts. It has a code of conduct for participating in meetings

he biggest negative impact of social media use by employees at their workplaces?

Losing productivity

encourage testing

Make it safe for others to share their opposing views. Find a mutual purpose.

What are some examples of communication styles associated with men?

Men see conversations as negotiations to keep the upper hand. Men hide their emotions.

the following groups are more likely to communicate via digital devices?

Millennials Gen Xers

When delivering a presentation, which of the following are the most important things to know?

One should know how to transition from one topic to another. One should know the concepts behind each bullet point in the presentation.

the following types of behavior are exhibited when people believe that they are being attacked or threatened?

Passive-aggressive Defensive

What are some of the best practices for using slides in a presentation?

Provide commentary to the slides rather than reading them aloud. Make sure the font is large enough to see from the back of the room. Limit the number of words per slide.

What techniques can an individual use to communicate more effectively?

Remember that all communication is like a presentation. Look for ways the message can be misinterpreted. Avoid miscommunication due to gender and generational differences.

STATE: How to Be Effective When It's Crucial

Share your facts Tell your story Ask for others' facts and stories Talk tentatively Encourage testing

four factors affect communication richness

Speed of feedback channel type language source

share your facts

Start with the least controversial elements that support what you want for the relationship.

In which ways are stories better than reports for making presentations?

Stories offer personal and sometimes emotional information. Stories help the presenter connect with the audience.

ask for others' facts and stories

Talk with others, not at them. Create dialog. don't be accusatory. Use "I" instead of "you."

communication

The exchange of info between a sender and a receiver, and the inference (perception) of meaning between the individuals involved -circular and dynamic process in which people interpret and make sense of the info they exhange.

Encoding - communication process

The process of converting the sender's ideas into a message, which could be verbal, visual, or both.

Why do researchers estimate that typical listeners retain only 20-50 percent of what they hear?

Underutilized cognitive processes lead to daydreaming. People think faster than others speak. People may not be motivated to make the effort to listen.

sender

a person who transmits a message

Feedback

a reaction that the receiver gives to a message offered by the sender, back and forth until the sender and the receiver believe they have effectively communicated

the following can be a receiver

a team a company an individual

Four Styles of Listening

active, involved, passive, detached

Male communication styles are more ______, and they often hide their _____

aggressive; emotion

noise

anything that interferes with, distorts, or slows down the transmission of a message

Managing up includes:

asking for permission to provide coaching finding how best to deliver criticism learning your manager's view of coaching

During coaching conversations, what can employees do to discuss problems with their bosses?

be sensitive offer suggestions in a polite manner speak to specific behaviors and situations

What communication tendencies are men more likely to exhibit than women?

boasting about themselves giving blunt feedback

four key sources of nonverbal messages

body movements and gestures, touch, facial expressions, eye contact

How can managers avoid miscommunication and ensure that employees get the intended message?

by being aware of linguistic difference between women and men by paraphrasing and summarizing what others communicate by learning ways to handle crucial conversations

Social media can contribute to the productivity of companies of all sizes and industries by:

connecting sources of knowledge across organizations, offices, and time zones expanding to include outsiders in problem-solving connecting in real time and over distances with many stakeholders

the following are elements in framing a presentation

considering what the audience knows ending the presentation with a solution explaining why the subject matters

What are some examples of communication styles associated with women?

conversational skills offering support building relationships

Problems for employers resulting from social media can be prevented or reduced by developing a policy that:

describes the purposes for which social media can be used states the consequences for noncompliance of social media usage describes who, how, and when social media can be used

he following interpersonal communication differences between men and women are attributed to the Darwinian perspective

different drives, needs, and conflicts between men and women gender differences associated with reproductive strategies inherited biological differences between the sexes

The following are more clearly understood because of nonverbal communication.

emotions attitudes

What is the most important element of developing stage presence?

eye contact

True or false: Social media are all based on a single technology.

false

True or false: Feedback can only occur when the original receiver expresses a reaction to the sender's message.

false: The process of sending feedback back and forth occurs until the sender and receiver believe they have effectively communicated.

Before providing it, it is very important to learn your manager's receptiveness to receiving

feedback

When a receiver reacts to a sender's message, ______ is returned to the sender.

feedback

When conducting difficult or crucial conversations, you should show respect by doing which of the following?

focusing on mutual purpose, such as gains or benefits allowing others to share their ideas and feelings not interrupting, steamrolling, or intimidating others

the following should be included in a company's social media policy

guidelines on confidentiality an outline of consequences for violations appropriate ways to engage others online

Highly complex situations are

hard to analyze, and often emotionally charged. lacks clarity

What nonverbal message is expressed by having your palms up?

immediacy and openness

According to Deborah Tannen, linguistic style includes such features as:

jokes directness or indirectness word choice

serves as a message foundation

language

In the perceptual model of communication, a message's ______ is created by the receiver.

meaning

media richness

measure the capacity of a given communication medium to convey info and promote understanding.

What are the three basic ways to deliver a presentation?

memorizing and rehearsing the presentation using a bulleted list that outlines the presentation reading the presentation from a script

needed for listening to take place

mindful attention the processing of information

The problem with banning access to social media during work is that it can damage employee ______ and _____.

morale/trust ; loyalty

benefit of nonverbal communication?

more accurate interpretation of a message

Communication skills that impact communication competence include:

nondefensive communication nonverbal communication active listening

What is an effective mechanism to check on communication accuracy?

paraphrasing or restating what someone else has said or written

communication competence

performance-based index of an individual's abilities to effectively use communication behaviors in a given context

Although it is essential, if not managed effectively, e-mail can be a huge _____ drain.

productivity

the following concepts have shown that social media contribute to employee productivity?

providing more creativity and collaboration increasing job satisfaction improving performance and retention

What aspect of conversational skills and habits do women focus on?

rapport and relationships

linguistic style

refers to a person's characteristic speaking pattern

empathy

represents the ability to recognize and understand another person's feelings and thoughts -reflective technique that foster open communication

low-complexity situations are

routine and predictable

how the communication process works

sender, message, receiver, encoding, decoding, medium, feedback, noise

What communication tendencies are women more likely to exhibit than men?

sharing credit for success giving tactful feedback

To enhance productivity, which tool may be used to collaborate and communicate with colleagues and customers?

social media

Social media has eroded privacy and it is important to recognize that your reputation and your employer's can be damaged in the following ways:

social stigma legal action loss of employment or business

listening

the process of actively decoding and interpreting verbal messages

social media

the use of web-based and mobile tech to generate interactive dialogue with members of a network.

When people are empathetic, they acknowledge the _____ of others.

thoughts feelings

What is the main driving force behind the use of all forms of technology, including social media, at work?

to boost productivity

A person's linguistic style is used in which of the following ways?

to communicate intended meaning to assess other people to decipher the meaning of others' communication

Why should you use multimedia in a presentation?

to convey emotion to the audience

A useful way of framing a presentation is

to think of it as a journey

True or false: A manager's behavior is one of the most powerful means of influencing others.

true

True or false: Establishing a trusting relationship with your boss may make you the "go to" person to fill in when needed.

true

the following are reasons that people do not retain what they hear

underutilized cognitive processes noise

cyberloafing

using the internet at work for personal use