For unlimited access to Class Notes, a Class+ subscription is required.
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,
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
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.
Cognitive conflict: task oriented conflict related to a task
Affective conflict: conflict aimed at an individual not an issue