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Chapter 7

OB Ch.7 (c) Alyssa Leung

4 Pages

Course Code
COMM 292
Tracey Gurton

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Alyssa LeungOctober 12 2010CommunicationTHE COMMUNICATION PROCESScommunication transfer and understanding of a message between 2 or more peoplefoundation for what happens among groups and between coworkerspoor communicationsignificant source of interpersonal conflictCommunication Process Model pg 266interactive and iterative processENCODING AND DECODINGencoded converting a message to symbolic formdecoded interpreting of the message by the receiverFactorsskills eg communication skillsattitudes good or bad attitude when sendinginterpretingknowledge sociocultural system rank in any hierarchy affects ability to communicateTHE MESSAGEmessage what is communicatedeg when we speak the message is the speechmessage is affected by the CODE group of symbols used to transfer MEANING as well as the CONTENT and how we arrange the codescontentlost in translationwhen two parties eg during a contract do not have the SAME understanding of termscollective agreement written bw management and unions encoding of their negotiationsTHE CHANNELchannel medium through which a message travelsformal channelsestablished by the organization and transmit messages related to job activitiesinformal channelspersonalsocial messagesa poor channel can DISTORT a messagecommunication apprehension undue tension and anxiety about oral or written communication may rely on other channels memos emails letters over phone callface to faceCapacities of Channels Exhibit 72 Pg 2691handle multiple cues simultaneously2facilitate rapid feedback3be very personalchannel richness amount of info that can be transmitted during a communication episodeeg facetoface is highestmax amount of info transmittedoffers multiple info cues immediate feedback personal touch of being there highperformance managers better match channels and ambiguity of messagesroutine messages straightforward and have minimum of ambiguitylower in richnessnonroutine messages complicated and have potential for MISUNDERSTANDINGhigherTHE FEEDBACK LOOPfeedback loop final link a check whether message was understoodto prevent miscommunication receiver needs to give feedback sender needs to check for itresponsibility is on the RECEIVER for the feedbackTHE CONTEXTcontext where communication takes placeeg context of a workplace requires more FORMAL interaction when compared to context of a bus stop informalBARRIERS TO EFFECTIVE COMMUNICATIONFILTERINGfiltering when a sender manipulates information so that the receiver will view it more favorablyeg manager tells a senior executive what the executive wants to hearcondense and synthesizedeterminant of filtering is number of LEVELS in an organization
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