CHAPTER 10 – COMMUNICATION
1999 - How many days/year are wasted due to poor communication?
Answer: 7.8 weeks
Has this increased or decreased in the past 10 years?
• The communication process:
o Sender (source encodes)
In whose language should they send the message? In the receivers.
o Message (date/information)
o Channel (media)
Some are richer than others
o Noise (distorts messages)
o Receiver (decodes message)
In their own language, distortion can take place here
o Feedback (confirms understanding)
• Distortions of the process
o Selective perception
(which is more active: hearing or listening?)