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BUS 272 Study Guide - Final Guide: Facial Expression, The Sender, Nonverbal Communication

Business Administration
Course Code
BUS 272
Study Guide

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Chapter 7
The Communication Processes
The steps between a source and a receiver that result in the transfer and understanding
of meaning.
The key parts of this model are:
1. The sender: initiates a message by encoding a thought
2. Encoding: the message is physical product of the sender’s encoding
3. The message: includes speech, writing, gestures, and facial expressions
4. The channel: medium through which the message travels
- Formal channel: established by organization and transmit messages related to
the professional activities of members
- Informal channel: personal or social. Emerge as a response to individual choices
5. Decoding: translating symbols into understandable form
6. The receiver: person to whom the message is directed
7. Noise: communication barriers that distort the clarity of the message. Perceptual
problems, information overload, semantic difficulties, cultural differences
8. Feedback: check on how successful we have been in transferring our messages.
Non-verbal communication
Message conveyed through body movements, facial expressions, and the physical
distance between the sender and receiver.
Two most messages delivered by body language:
1. The extent to which an individual like another and is interested in his or her views
2. Relative perceived status between a sender and receiver
Complicated verbal communication
Facial expression, intonations, and physical distance also conveys meaning
Proxemics is the study of physical space in interpersonal relationships
Information richness of communication channels
Amount of information that can be transmitted
They are rich in that they have the ability to:
1. Handle multiple cues simultaneously
2. Facilitate rapid feedback
3. Be very personal
Face to face conversations score highest
Barriers to effective communication:
Sender’s purposely manipulating information so the receiver will see it more favourably.
Occur when there are status differences
Fear of conveying bad news and desire to please the boss; distorting upward
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