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Chapter 6

MHR405 - Organizational Behaviour and Interpersonal Skills - Chapter 6 Notes

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Ryerson University
Human Resources
MHR 405
Frank Miller

Interpersonal and Organization-Wide Communication Communication: The process by which information is exchanged between a sender and a receiver with the goal of reaching a mutual understanding. Message: The thoughts and feeling the communicator is attempting to elicit in the receiver Feedback: Any information that people receive about their behaviour or performance, its effect on others, or comparison to a standard or expectation. Nonverbal communication: All elements of communication that do not involve words  Words: 7%  Tones: 38%  Other non verbal cues: 55% Four Dimensions of Nonverbal Communication  Kinesics: Study of body movements  Facial and eye behaviour: Face is a rich source of nonverbal communication. Universal facial expressions (happiness, fear, sadness, surprise, anger, disgust.  Speech Variations (Paralanguage): Pitch, loudness, tone, duration, laughing, crying. People sometimes mistake bad things about people because of the way a person talks.  Interpersonal Space (Proxemics): A person’s perception and use of interpersonal space, including territorial space. Emotional Intelligence (EQ): The ability to recognize and manage emotion in one’s self and others Barriers to Communication: Factors that block significantly distort successful communication.  Perceptual Screens: A persons age. Gender, values, beliefs, past experiences, cultural influences effect a person’s perception of them.  Language, Ambiguity, and Jargon: The use of different words with same meaning to other words confuse employees  Status Differences and Filtering: A lower status employee doesn’t share his idea with a higher status person because they are afraid.  Gender Differences in Communication: Men and women have different ways of communicating.  Cultural Differences: When people from a different culture communicate the receiver may misinterpret it because of different culture.  Defensive communication Climate: They point fingers and use of controlling language. Low context Cultures: Cultures that use languages primarily to express thoughts, feelings an
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