Functions of Communication

• Control
• Motivation
• Emotional Expression
• Information
 The Communication Process

Source Encoding Channel Decoding Receiver

Feedback
The Human Communication Process
Sources

Encoding

Message

Channel

Decoding

Feedback Receiver
 A general Model of the Communication Process for Promotions

Feedback

Model of the
communication Source Message Transmission Receiver Action
process

•Manufacturer Advertisemen • Media: TV, • Consumer • Consumer

Relevant ts magazines
Agents and • Promotion
manager • Sales • Direct mail: in-
stimuli promotions store
• Ad agency • In-home;
• Personal
• Salesperson selling telephone
• • Publicity • Newspaper
Spokesperson articles
 Communication Fundamentals

Direction:
• Downward
• Upward
• Crosswise

Networks:
• Formal vs. Informal
 Communication Networks

Chain Wheel All Channels

 Barriers to Effective Communication

• Filtering
• Selective Perception
• Emotions
• Language
 Key Communication Skills
• Listening Skills
• Feedback Skills
• Presentation skills
 Basic Communication Skills Profile

________________________________________________
Communication Order Learned Extent Used Extent Taught
____________________________________________

Listening First First Fourth

Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First
 Stages of the Listening Process

• Hearing
• Focusing on the message
• Comprehending and interpreting
• Analyzing and Evaluating
• Responding
• Remembering
 Barriers to Active Listening

• Environmental barriers
• Physiological barriers
• Psychological barriers
 Selective Listening
 Negative Listening Attitudes
 Personal Reactions
 Poor Motivation
 Communication Process Model
Sender Transmit Receiver
Message

Receive
Form Encode Decode
encoded
message message message
message

Noise

Decode Receive Encode Form

feedback feedback feedback feedback

Transmit
Feedback
 Communication Barriers
• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information Overload
 The HURIER Model:
Components of Effective Listening
Understanding
Hearing (comprehending Remembering
(paying careful the messages (being able to
attention to what being sent) recall the message
is being said) being sent)

Effective Listening

Responding Interpreting
(replying to the Evaluating (not reading anything
sender, letting (not immediately into the message the
him or her know passing judgment sender is communicating)
you are paying on the message
attention) being sent)
Information Overload
Episodes of
information
overload

Employee’s
information
processing
capacity

Information Load

Time
 Overload: Problem Solved
Problem:
Message A
Overload
(too many messages Message B Person
reaching a person
at once) Message C

Solutions:

Use gatekeepers to Message A

control the number
of incoming Message B Gatekeeper Message C Person
messages received Message C

Use queuing to
present messages Message A Message B Message C Person
in order
Oral vs. Written Communication: Preference for
Media Depends on the Message
Oral media are

Mean Percentage of Managers Preferring Media

preferred for
sending ambiguous Written media are
messages. preferred for sending
clear messages.

90 (88.3)
80
Oral Media
70 (67.9)
60
Written Media
50
40 (32.1)
30
20 (11.3)
10

Extremely Extremely
ambiguous clear
messages messages
 Communicating Through E-mail
Advantages of E-mail
– Messages quickly formed, edited, sent, and stored
– Needs little coordination
– Random information access
– Fewer social status barriers

Problems with E-mail

– Information overload
– Flaming
– Interpreting emotions
– Lacks empathy or social support
 Nonverbal Communication
• Actions, gestures, facial expressions, etc.
• Transmits most info in face-to-face
meetings
• Influences meaning of verbal and written
symbols
• Less rule bound than verbal communication
• Important part of emotional labour
 Hierarchy of Media Richness
Rich

Overloaded Face-to-face
Zone
Telephone
Media
Richness E-mail
Oversimplified
Newsletters Zone

Lean
Routine/ Nonroutine/
Situation Ambiguous
Clear
 Communicating in Hierarchies
• Workspace design

• Employee surveys

• Newsletters and e-zines

• Management by walking
around
 Grapevine Characteristics
• Transmits information very rapidly in all
directions
• Relatively accurate, but deletes details and
exaggerates key points
• More active in homogeneous groups who easy
communication access
• Most active when employees are anxious
• Usually follows a cluster chain pattern
 Personal Communication Style
The Nobel
(someone who says
what’s on his or
her mind)
The Magistrate
(blend between
Noble and Socratic)

The Senator The Socratic

(someone who likes to
(sometimes Noble and argue his or her
sometimes Reflective) points fully)

The Candidate
(blend between
Socratic and Reflective)
The Reflective
(someone who would
rather say nothing
than to hurt someone
else’s feelings)
 Internal vs. External Communications:
Is There a Difference?
More Threats were used more Opportunities were used
Statements than opportunities when more than threats when
communicating internally. communicating externally.
Relative Proportion of Statements

External
statements

Internal
statements
Fewer
Statements

Threats Opportunities
Focus of Statements
 Cross-Cultural Communication
• Verbal differences
– Language
• Nonverbal differences
– Voice intonation
– Interpreting nonverbal meaning
– Importance of verbal versus nonverbal
– Silence and conversational overlaps
 Gender Communication Differences
Men Women
Report talk Rapport talk

Gives advice quickly Gives advice indirectly

and directly and reluctantly

Avoids asking for Frequently asks for

information information

Less sensitive to More sensitive to

nonverbal cues nonverbal cues
 Gender Issues in Leadership
• Male and female leaders have similar task-
and people-oriented leadership.

• Participative leadership is used more often

by female leaders.

• Women rated less favourably than

equivalent male leaders due to
stereotyping.
 Getting Your Message Across
• Empathize

• Repeat the message

• Use timing effectively

• Be descriptive
 Active Listening Process and Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest

ACTIVE
LISTENING
RESPONDING EVALUATING
• Show interest • Empathize
• Clarify the message • Organize information
 Persuasive Communication

Communicator Audience
Characteristics Communication Medium Characteristics

• Expert • Self-esteem
• Credibility Message • Inoculated
• Attractive Content

• Present all sides

• Few arguments
• Emotional appeals
• Inoculation effect