MSCI211 Lecture Notes - Problem Solving, Proxemics, Kinesics

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Chapter 6 – Communication, Conflict and Negotiation
Encoding: converting a message to symbolic form
Decoding: interpreting a sender’s message
Channels: the medium through which a message travels. Chosen by the sender. (ex. Email,
meetings)
Channel Richness: The amount of information that can be transmitted during a
communication episode. (face-to-face is more rich than email)
Feedback Loop: The final link in the communication process; it puts the message back into
the system as a check against misunderstandings.
BARRIERS TO COMMUNICATION
Filtering: A sender’s manipulation of information so that it will be seen more favourably
by the receiver.
Selective Perception: Receivers selectively hearing things based on their own motivators.
Defensiveness: Results in bad communication
Information Overload: With too much information you can ignore and pass over certain
things.
Language: Words can mean different things to different people.
Kinesics: The study of body motions, such as gestures, facial configurations, and other
movements of the body.
Proxemics: The study of physical space in interpersonal relationships.
CONFLICT RESOLUTION
Cognitive conflict: task oriented conflict related to a task
Affective conflict: conflict aimed at an individual not an issue
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