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Lecture 9

BUS 272 Lecture Notes - Lecture 9: Jargon, Nonverbal Communication, Selective Perception

Business Administration
Course Code
BUS 272
Christopher Zatzick

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The Communication Process
Sender = person sending the message
Channel = the medium through which the message travels
o Formal channels = established by the organization and transmit msgs relation to the professional
Follow the authority chain within the organization
o Informal = spontaneous and emerge as a response to individual choices
Social and personal messages
o Depends on communication apprehension (anxiety) over oral/written communication or both
o Differ in their capacity to convey information
Leads to channel richness
o Choice also depends on whether the message is routine or non-routine
Routine = straightforward, minimum ambiguity
Non-routine = complication, might be misunderstood
Receiver = the person the message is directed at
o Must translate the symbols into understandable form
Deodig the essage
Noise = communication barriers that distort the clarity of the message
o Perceptual problems, information overload, semantic difficulties, cultural differences
Feedback =check on how successful we have been in transferring our messages as originally intended
o Final link in the communication process
Direction of communication
Downward = managers to employees
o Assign goals, provide instructions, inform employees of policies/procedures
o Must explain the reasons why a decisions was made
Increases employee commitment and support of decisions
Upward = employees to managers
o Provide feedback to higher-ups, inform them of profess toward goals, relay current problems
Lateral = amongst peers
o Saves times and eases coordination
o Can be good or bad
More efficient and accurate transfer of information
Dysfunctional conflicts when the formal vertical channels are breached, members go above or
around managers to get things done
Barriers to Effective Communication
Filtering = sender manipulates information so that the receiver will view it more favorably
o The more vertical levels in hierarchy, the more opportunity to filter
Selective perception = receivers only see and head based on their needs, motivations, experience, background,
other personal characteristics
o Iterpret hat is realit
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