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Lecture 8

MSCI211 Lecture Notes - Lecture 8: Nonverbal Communication, Communication Apprehension, Msci

Management Sciences
Course Code
Clifford Blake

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MSCI 211; lecture 9
Chapter 6: Communication, Conflict and Negotiation
The communication process
oPeople spend nearly 70% of waking hours communicating: writing, reading,
speaking and listening
oCommunication is foundation for many things: motivating, providing information,
controlling behaviour to expressing emotion
oGood communication skills are very important to career success
Communication: the transfer and understanding of a message between two or more
Sender: establishes a message, encodes the message, and chooses channel to send it
Receiver: decodes message and provides feedback to sender
Encoding: converting message to symbolic form
Decoding: interpreting a sender’s message
Message: what is communicated
Channel: the medium through which a message travels
Noise: communication barriers that distort the clarity of the message
Feedback: checks how successful we have been in transferring our messages as originally
intended; has an understanding been achieved?
Communication channels:
oFormal channels: traditionally follow authority chain within organization and
transmit messages related to professional activities of members
oInformal channels: personal or social messages which are spontaneous and
emerge as a response to individual choices
Choosing a channel
oCommunication apprehension: undue tension and anxiety about oral
communication, written communication, or both
oChannel richness: the amount of information that can be transmitted during a
communication episode; ability to:
Handle multiple cues simultaneously
Facilitate rapid feedback
Be very personal
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