Week 10

Communication

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Dan sesungguhnya telah Kami turunkan berturut-turut
perkataan ini (Al Qur'an) kepada mereka agar mereka
mendapat pelajaran. (Al-Qashash (28):51)

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• Dari Abi Hurairah RA, sesungguhnya
Rasulullah SAW bersabda: “Siapa yang
beriman pada Allah dan Hari Akhir
hendaknya dia berkata baik atau diam,
Siapa yang beriman pada Allah dan Hari
Akhir hendaknya menghormati tetangganya,
Siapa yang beriman pada Allah dan Hari
Akhir hendaknya memulyakan tamunya”. (HR
Bukhari Muslim)

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After reading this chapter, you should be able to:

1) Define communication and list its four

functions
2) Describe the communication process
3) Contrast the three common types of
small-group networks
4) Identify factors affecting the use of the
grapevine
5) Define knowledge management and
explain its importance
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After reading this chapter, you should be able to:

6) Describe common barriers to effective

communication
7) List four rules for improving cross-cultural
communication
8) Outline behaviors associated with
providing effective feedback
9) Identify the behaviors related to effective
active listening

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 Functions of Communication

• Control
• Motivation
• Emotional expression
• Information

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 The Communication Process

Message Message Message Message

Sender Encoding Channel Decoding Receiver

Feedback

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 Communication Channels

• Formal channels • Informal

are established channels are
by the spontaneous and
organization and emerge as a
transmit
messages that response to
are related to the individual choices
professional • Personal and
activities of social messages
members
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Communication Direction

• Downward
• Upward
• Lateral

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Interpersonal Communication

• Oral
• Written
• Non-verbal

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 Oral Communication

• Advantages
– Speed
– Feedback
• Disadvantages
– Potential for distorted
message
– Content at destination is
different from the original
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 Written Communication

Advantages Disadvantages
• Provide a tangible and • Time consuming
verifiable record • Lack of feedback
• Can be stored for an • No guarantee how
indefinite period of time reader will interpret it
• Physically available for
later reference
• Well thought-out,
logical, and clear

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 Non-verbal Communication

Two most important messages that body

language conveys are:
(1) the extent to which an individual likes
another and is interested in his views
(2) the relative perceived status between
a sender and receiver

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 Non-verbal Communication

• Intonations
• Facial expression
• Physical distance

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Formal Small-Group Networks

Chain Wheel All-Channel

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 Small-Group Networks and
Effectiveness Criteria

Networks
Criteria Chain Wheel All Channel
Speed Moderate Fast Fast
Accuracy High High Moderate
Emergence of a leader Moderate High None
Member satisfaction Moderate Low High

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 The Grapevine

• Not controlled by management

• Perceived as being more
believable and reliable
• Largely used to serve self-
interest

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Computer-aided Communication

• E-mail
• Instant messaging
• Intranet and Extranet links
• Video-conferencing
• Group Chat

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 Instant Messaging
• Fast and inexpensive
means for managers to
stay in touch with
employees
• No delay, no in-box
clutter of messages, and
no uncertainty as to
whether the message
was received

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 Knowledge Management

• Process of organizing and distributing

an organization’s collective wisdom
so the right information gets to the
right people at the right time

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 Knowledge Management

• Provides an organization with both

a competitive edge and improved
organizational performance

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 Knowledge Management
• Intellectual assets are now as
important as physical or financial
assets
• As baby boomers begin to leave the
workforce, there’s an increasing
awareness that they represent a
wealth of knowledge that will be lost if
there are no attempts to capture it
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Knowledge Management

• Well-designed KM system
will reduce redundancy and
make the organization more
efficient

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 Knowledge Management

• KM requires an organizational
culture that promotes values,
and rewards sharing
knowledge

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 Barriers to Effective
Communication
• Filtering
• Selective Perception
• Information Overload
• Gender Styles
• Emotions
• Language

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 Cultural Context

• High-context • Low-context
cultures - rely cultures - rely
heavily on nonverbal essentially on words
and subtle to convey meaning
situational cues
when
communicating with
others

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 A Cultural Guide
1) Assume differences until similarity is
proved
2) Emphasize description rather than
interpretation or evaluation
3) Practice empathy
4) Treat your interpretation as a working
hypothesis

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 Implications for Managers
1) Use Multiple Channels
2) Use Feedback
3) Simplify Language
4) Listen Actively
5) Constrain Emotions
6) Use the Grapevine

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 Summary

1) Defined communication and listed its

four functions
2) Described the communication process
3) Contrasted the three common types of
small-group networks
4) Identified factors affecting the use of
the grapevine
5) Defined knowledge management and
explain its importance
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 Summary
6) Described common barriers to effective
communication
7) Listed four rules for improving cross-
cultural communication
8) Outlined behaviors associated with
providing effective feedback
9) Identified the behaviors related to
effective active listening

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