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Chapter 9 on Communication in Teams and Organizations.docx

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Business Administration
BUS 272
Graeme Coetzer

Chapter 9 Communicating in Teams and Organizations Communication - The process by which information is transmitted and understood between two or more people - Effective communication: transmitting intended meaning (not just symbols) - Importance of communication o Coordinating work activities o Vehicle for organizational learning o Critical ingredient for decision making o Influencing others – changing their behavior o Employee well-being Communication Process Model Improving Communication Coding/Decoding - Both parties are motivated and able to communicate through the channel - Bother parties have similar codebooks - Both parties share similar mental models of the communication context - Sender is experienced at communicating the message topic How Email has Altered Communication - Now preferred medium for coordinating work - Tends to increase communication volume - Significantly alters communication flow - Reduces some selective attention biases Communicating Through Social Media - User-generated content o Users, not professionals, create the content o Usually interactive – viewer can respond o Includes social sites – Facebook, blogs, wikis, tweets - Serves diverse functions o Presenting individual’s identity, enabling conversations, sharing information, sensing others’ online presence, maintaining relationships, revealing status, supporting interest communities Nonverbal Communication - Influences meaning of verbal symbols - Less rule bound than verbal communication - Most is automatic and non-conscious Emotional Contagion - The automatic process of sharing another person’s emotions by mimicking their facial expressions and other nonverbal behavior - Serves three purposes: o Provides continuous feedback to speaker o Increases emotional understanding of the other person’s experience o Communicates a collective sentiment – sharing the experience as part of drive to bond Choosing Channels: Social Acceptance - Do others support use of that communication channel for that purpose? - Depends on: o Firm/team norms for using the channel o Individual preferences for using the channel o Symbolic meaning of the channel Choosing Channels: Media Richness - The channel’s data-carrying capacity needs to be aligned with the communication activity - High richness when channel: o Conveys multiple cues o Allows timely feedback o Allows customized message o Permits complex symbols - Use rich communication media when the situation is non-routine and ambiguous Hierarchy of Media Richness Computer-Mediated Exceptions to Media Richness - Media richness theory less applicable to computer-mediated media because: o Able to multi-communicate through lean channels o More varied proficiency levels o Lean channels have less social distraction than do media rich channels Persuasive Communication - Changing another person’s beliefs and attitudes - Spoken communication is more persuasive because: o A
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