Textbook Notes (368,432)
Canada (161,877)
BUS 272 (246)
Chapter 9

BUS 272 - Chapter 9.docx

5 Pages
Unlock Document

Business Administration
BUS 272
Graeme Coetzer

Chapter 9 – Communicating in Teams and Orgs  Communication – the process by which information is transmitted and understood b/w 2+ ppl  The Importance of Communication o Ppl can only work interdependently through communication → clarifying expectations/coordinate work, which allows them to achieve org objectives more efficiently and effectively o Effective communication minimizes silos of knowledge (where knowledge is cloistered rather than distributed to those who require info to make better decisions and perform jobs more effectively) o Also aids employee well-being → better coping when info to help manage situations is communicated  A Model of Communication o “conduit” metaphor for thinking about communications process o Communication flows through channels b/w sender and receiver  Sender forms msg, encodes it into words/gestures/voice intonations etc., msg is transmitted to intended receiver via transmission media, receiver senses incoming msg and decodes it into smt meaningful and provides feedback that’s decoded by the sender o Model recognizes that communication isn’t a free-flowing conduit; transmission is hampered by noise (psychological, social, structural barriers that distort and obscure sender’s intended msg) that may cause both parties to not have mutual understanding o Influences on effective encoding and decoding  4 factors that influence efficiency and effectiveness of comm process:  If both parties have similar “codebooks” – dictionaries of symbols, language, gestures, idioms etc. used to convey information o Allow for more accurate encoding and decoding due to similar meaning, and less need for redundancy and affirmation feedback  Extent to which both parties have similar mental models (internal representations of external world allowing us to visualize elements of a setting and relationships among those elements about context of info) – common understanding of context so less comm is necessary  Familiarity w/ msg topic – more efficient/colourful scripts to describe the subject  Proficiency w/ comm channel (e.g. email, telephone, etc.)  Communication Channels o Verbal communication – any spoken or written means of transmitting meaning through words  Face-to-face > written for transmitting emotions and persuading the receiver (allows for immediate feedback and adjustment of emotional tone)  Written > face-to-face for recording and presenting technical details (easier to follow) o Computer-mediated comm  E-mail is the most widely used computer-mediated comm medium b/c msgs are quickly written, edited and transmitted; asynchronous so no need to schedule comm session; software is efficient  Benefits: o Good for coordinating work and sending well-defined info for decision-making o Increases volume of comm and alters flow of that info w/in groups and throughout org: reduces face-to-face and telephone comm but increases comm w/ ppl further up the ladder  Differences less apparent than in face-to-face situations, although reliance on stereotypes may be increases  Problems: o Poor medium for communication emotions – lack of non-verbal cues to interpret emotional meaning of words o Reduces politeness and respect – less diplomatic than written letters, low social presence which can lead to “flaming” emails o Poor medium for ambiguous, complex and novel situations – requires comm channels that quickly send larger volumes of info and offer rapid feedback, while e-mail requires mutual understanding o Contributes to information overload  Social Networking Communication  Social Networking allows ppl to form communities around friendships, common interests, experience, etc. which results in closer interaction in comm experience  Some corporate leaders are resisting potential of Web 2.0, while others are proactive in leveraging the latter’s potential  Wikis – collaborative webspaces in which anyone in a group can write, edit or remove material from the website o Non-verbal communication – any part of communication that does not use words (e.g. facial gestures, voice intonation, physical distance, silence)  Necessary where noise or physical distance prevents effective verbal exchanges and need for immediate feedback precludes written comm  In face-to-face settings, most info is communicated non-verbally  Differences w/ verbal comm  Less rule-bound than verbal communication – more ambiguous, susceptible to misinterpretation, although some are hardwired and universal  Nonverbal comm is automatic and unconscious while verbal is conscious (i.e. planned)  Emotional contagion – the automatic and nonconscious tendency to mimic and synchronize one’s own nonverbal behaviours w/ those of other people  3 purposes o Mimicry provides continuous feedback, communicating that we understand and empathize w/ sender o A way of receiving meaning from those ppl o To fulfill the drive to bond - social solidary is built out of each member’s awareness of a collective sentiment; nonverbal expressions allow for sharing of emotions  Choosing the best comm medium o Social acceptance – how well the comm medium is approved and supported by the org, teams and individuals  Norms regarding use of specific comm channels  Individual preferences for specific comm channels  Symbolic meaning of channels (e.g. personal, professional, “cool”) o Media richness – the medium’s data-carrying capacity i.e. the volume and variety of info that can be transmitted during a specific time  High richness (e.g. face-to-face) – able to convey multiple cues, allow timely feedback , allows sender to customize msg to receiver, makes use of complex symbols  Rich media > lean media when comm situation is nonroutine and ambiguous, since there is little common experience, so need to transmit large volume of info w/ immediate feedback, require more comm to resolve any misinterpretations  Lean media good for routine situations since both parties have common expectations  Evaluating media richness theory – general research supports traditional channels, but mixed in computer-mediated co
More Less

Related notes for BUS 272

Log In


Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.