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bus 272 chapter 7-11 notes.docx

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Simon Fraser University
Business Administration
BUS 272
Lieke Brummelhuis

Chapter 7THE COMMUNICATION PROCESSCommunication the transfer and understanding of a message between 2 or more people Formal channel established by the organization and transmit messages related to professional activities of membersoFollow the authority chain within the organizationInformal channels communication channels that are created spontaneously and that emerges as responses to individual choices Choosing a channel Channel the medium through which a message travelsCommunication apprehension undue tension and anxiety about oral communication written communication or both oPeople who dread speaking might turn to emailing or memos to relay their messagesChannel richness the amount of info that can be transmitted during a communication episode Nonverbal communicationMessages conveyed through body movements intonations and emphasis facial expressions and the physical distance between the sender and receiver Kinesics body motionoFacial expressionsoEye contactoIntonationemphasisProxemics physical spaceoPhysical distanceThe closer someone stands to someone while talkingmore interestedIf nonverbal communication is not in line with verbal communication nonverbal communication might be taken more seriously than verbal communicationWhen people are stressed it makes it much more difficult to communicate thus people shouldoSpeak clearlyBe direct about what you want to sayAvoid holding behind wordsoBe aware of the nonverbal part of communicatingTone facial expression and body languageoThink carefully about how you state thingsBe restrained so you dont offend othersBARRIERS TO EFFECTIVE COMMUNICATIONLanguageWords mean different things to different peopleEven the same language can have difference across cultures regions profession and organizationsFilteringThe sender selecting what is said The sender manipulates info so that it will be seen more favourably by the receiver Selective perceptionReceiver filtering what is received the message you acceptThe receiver selectively see and hear based on their needs motivations experience background and other personal characteristicsInformation overloadReceiving more info than one can processWhen the info we have to work with exceeds our processing capacity was selected out ignore or forget some info until its manageable DefensivenessWhen individuals feel that they are being threatened they tend to react in ways that reduce their ability to achieve mutual understandingDefend own perspective instead of listening to othersVerbal attacks sarcasm questioning judgmentalSilenceAbuse of speech or noiseoBarrier if important info is being withheldoNot necessarily inactioncan conveyThinking or contemplating a response to a questionAnxiety about speakingAgreement dissent frustration or angeroBe aware of what silence might mean in any communicationORGANIZATIONAL COMMUNICATIONDirection of communicationDownwardsoCommunication that flows from one level of a group to a lower leveloFrom manager to employeesUpwardoCommunication that flows to a higher level of a groupoFrom employees to managersLateralhorizontaloCommunication among members of the same work group or individuals at the same level
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