Management and Organizational Studies 2181A/B Lecture Notes - Lecture 5: Nonverbal Communication, Centralisation, Job Performance
DepartmentManagement and Organizational Studies
Course CodeMOS 2181A/B
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William Xu MOS 2181A 31-10-2018
Lecture 6 – Notes
The Communication Process
• The process by which information is exchanged between a sender and a receiver.
• Information is taken by the sender, encoded into a message, decoded by the receiver, and
understood by the receiver.
o Encoding – Thinking about what you are going to say and saying it.
o Decoding – Thinking about the message you received and understanding it in a basic
way. The understanding stage requires thought at a deeper level.
Face to Face Communication
• High quality method of exchanging information.
• You can pick up on the verbal message and non-verbal cues.
• Managers appreciate it when employees communicate face to face as it improves productivity.
• Includes reading, writing, speaking, and listening.
• Written messages can convey what is important (mission statements), and why things get done
• Any form of communication that does not involve spoken or written words.
• 70%-90% of a message’s meaning is conveyed by body language.
• Most hiring decisions are made using nonverbal cues.
• Nonverbal cues are also seen as more trustworthy.
• The exchange of information using an electronic medium.
• Great at conveying verbal communication but lacks non-verbal communication.
• Email – Lacks information richness, messages can be difficult to interpret because you don’t
know how the sender is feeling, they can lead to information overload. Email displaces other
methods of communication.
• Video Conferencing – Allows you to get some of the non-verbal cues you don’t get with email.
You lack eye contact and awareness of social dynamics. Works well with routine matters but
does not work well for conflict resolution and getting to know people.
• Corporate Wikis – Allow anyone to edit or delete content (Wikipedia). Can be used to create
knowledge within the organisation, some people may feel like they might be exposing their
incompetence or look foolish if they post something on a wiki.
• Social Networks – Can be used to share files, tap expertise, recognise others, and collaborate.
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