BU288 Lecture Notes - Lecture 19: Active Listening, Maple Leaf Foods, Daniel Goleman
Document Summary
Communication the process by which information is exchanged between a sender and a receiver interpersonal communication: one-on-one exchange of information: effective communication occurs when the right people receive the right information in a timely manner. Exercise: always = 100, probably > 50, usually > 75% rarely < 25% Model of communication context internal interference: biases filtering/tuning out what you hear. Formal communication: chain of command: the lines of authority and formal reporting relationships in an organization, downward, upward i. e. reports, employee complaints, surveys, etc, horizontal i. e. cross-functional teams. Open door communication or top down interpersonal relationships first-name basis: outside work relationships, community, recreational, volunteer, etc, distance zones intimate, personal, social, public. Communication barriers: conflicting role demands need to balance tasks and relationship, mum effect avoid negative messages, especially when responsible. Jargon the verbal language of work refers to the specialized language used by job holders or members of particular occupations or organizations.
