MGMT10002 Lecture Notes - Lecture 9: Nonverbal Communication, Information Overload, Confirmation Bias
5 May 2018
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Lecture 9 - Communication in organisations
The process by which information is exchanged and understood by two or more people,
usually with the intent to motivate or influence behaviour
• Vital to:
▪ Share info to generate understanding
▪ Achieve coordinated action
▪ Express feelings and emotions: inspiring and conflict resolution
o A Model of the communication process
• Encode: select symbols to compose message
• Choose a channel/medium
• Decode: Translate the symbols use from purpose of interpreting its
meaning
• Feedback - two-way communication
▪ Messages not always understood due to
• Communication gaps
• Communication fidelity
▪ These are due to:
• Source withholding/filter information
• Encoding and decoding problems
• Receivers may be overloaded
• Insufficient feedback to verify fidelity
o Barriers to effective communication
▪ Filtering information by the senders: withholding and distorting info
▪ Selective perception/ interpretation: selective interpretations based on
interests
▪ Emotion
▪ Context (environment and type of place)
▪ Information overload
▪ Cultural differences (high context vs low context culture)
• High: non-verbal communication, implicit and indirect means to
engage
• low: verbal, explicit and direct communication with means to
exchange information
▪ Language / culture
▪ Gender differences
▪ Confirmation bias
o Formal vs Informal Channels
• Formal: systems designed by management to dictate. Organisational
purpose only
• Informal: based on shared interests . non-work and work
▪ Pros: quick uncontrolled informational flow, jump stalled
initiatives, mobilized actions to achieve difficult deadlines
▪ Cons: blocks, diverts, distorts communication. Mobilize
actions to oppose change, Politics
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o High vs Low context
High: relationship focused + nonverbal and implicit, indirect communication.
Low: task oriented
o Sender’s responsibility ( persuasive communication)
• Establish credibility: symbols of expertise
• Emphasise common ground and mutual benefits:
• Connect emotionally: anecdotes
• Use multiple media
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