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Study Guide

COMM 292- Final Exam Guide - Comprehensive Notes for the exam ( 34 pages long!)


Department
Commerce
Course Code
COMM 292
Professor
Angela Kelleher
Study Guide
Final

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UBC
COMM 292
Final EXAM
STUDY GUIDE

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Communication Ch 7
THE COMMUNICATION PROCESS
- communication: transfer and understanding of a message between 2 or
more people
- foundation for what happens among groups and between coworkers
- poor communication -- significant source of interpersonal conflict
- Communication Process Model (pg 266)
- interactive and iterative process
ENCODING AND DECODING
- encoded: converting a message to symbolic form
- decoded: interpreting of the message by the receiver
Factors:
- skills (eg communication skills)
- attitudes (good or bad attitude when sending/interpreting)
- knowledge
- socio-cultural system (rank in any hierarchy affects ability to
communicate)
THE MESSAGE
- message: what is communicated
- eg when we speak, the message is the speech
- message is affected by the CODE (group of symbols) used to transfer
MEANING, as well as the CONTENT and how we arrange the
codes/content
- “lost in translation” -- when two parties (eg during a contract) do not have
the SAME understanding of terms
- collective agreement: written b/w management and unions (encoding of
their negotiations)
THE CHANNEL
- channel: medium through which a message travels
- formal channels -- established by the organization and transmit messages
related to job activities
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- informal channels -- personal/social messages
- a poor channel can DISTORT a message
- communication apprehension: undue tension and anxiety about oral or
written communication
- may rely on other channels (memos, emails, letters) over phone
call/face to face
Capacities of Channels (Exhibit 7-2 Pg 269)
1. handle multiple cues simultaneously
2. facilitate rapid feedback
3. be very personal
- channel richness: amount of info that can be transmitted during a
communication episode
- eg face-to-face is highest -- max amount of info transmitted
- offers multiple info cues, immediate feedback, personal touch of
“being there”
- high-performance managers better match channels and ambiguity of
messages
- routine messages: straightforward and have minimum of ambiguity --
lower in richness
- nonroutine messages: complicated and have potential for
MISUNDERSTANDING -- higher
THE FEEDBACK LOOP
- feedback loop: final link; a check whether message was understood
- to prevent miscommunication: receiver needs to give feedback, sender
needs to check for it
- responsibility is on the RECEIVER for the feedback
THE CONTEXT
- context: where communication takes place
- eg context of a workplace requires more FORMAL interaction, when
compared to context of a bus stop (informal)
BARRIERS TO EFFECTIVE COMMUNICATION
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