BUS 272 Lecture Notes - Lecture 6: Instant Messaging, Harvard Business Review, Social Influence

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BUS 272 2/28/2017
The Communication Process
- Sender
o Choose message
o Encode Message
o Choose Channel
- Receiver
o Decodes message
o Provides feedback to sender
Information Richness of Channels
- Richness is based on 3 dimensions
o Multiple Cues: i.e. are you hearing words / seeing the person
o Feedback Possible: i.e. if we talk on the phone with someone we can
immediately gain feedback from them
o Persoal: i.e. If oure i the sae roo with a perso whe ou fire the its
more personal than an email.
- Contemporary Communication
o  Leels of Itia i Toda’s Couiatio
Talking remains the richest way of talking
Encode
message
Choose
channel
Choose
message
Provide
feedback
Decode
message
Receiver
Sender
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Nonverbal Communication
- Messages conveyed through body movements, intonations and emphasis, facial
expressions, and the physical distance between the sender and the receiver.
- Kinesics (body motions)
o Facial expressions
o Eye Contact
o Intonations (emphasis / tone)
- Proeis Phsial spae of ou ad the perso ou’re speakig to
o Physical distance
o (contact vs no contact)
Noise in Communication
Miscommunication (White House Communication Problem)
Barriers to Effective Communication
- Language
o Word mean different things to different people
o Even the same language can have differences across cultures, regions,
professions, organizations
o Examples: mouse, okay
Barriers to Effective Communication
- Filterig seder seds a essage ad leaes out ertai thigs the do’t at to
share)
o Sender selecting what is said (the message that is sent)
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o The sender manipulates information so that it will be seen more favorable by the
receiver
Barriers to Effective Communication
- Selective Perception (receiver only selects what he/she wants to take in)
o Receiver filtering what is received (the message you accept)
o The receivers selectively see and hear based on their needs, motivations,
experience, background, and other personal characteristics.
Barriers to Effective Communication
- Information Overload
o Receiving more information than one can process.
o When the information we have to work with exceeds our processing capacity,
we selet, igore or forget soe iforatio util its aageale
Barriers to Effective Communication
- Emotions
o Positive Mood: more likely to accept any message.
o Negative Mood: more likely to be more suspicious, critical, and pessimistic.
o Extreme emotions (excitement, sadness) hinder effective communication.
Silence
- Silence = Absence of Information
- Important information is being withheld
- Not necessarily inaction can convey:
o Thinking or contemplating a response to a question.
o Anxiety about speaking
o Agreement, dissent, frustration, or anger
- Prole is that ou dot kow what silee eas if other perso does ot eplai
silence
Lying
- Presenting information in a deceiving manner
- Withholding important information: i.e. marketing results
- Changing the facts
- People tell lies daily, usually innocent lies.
- It gets problematic when:
o Lies are frequent, lies result in taking the wrong actions or decisions.
Organizational Communication
Direction of Communication
- Downward
o Communication that flows to a lower level
Manager tells employees what to do
- Upward
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