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Chapter 10

Management and Organizational Studies 2181A/B Chapter Notes - Chapter 10: Job Performance, Web 2.0, Nonverbal Communication


Department
Management and Organizational Studies
Course Code
MOS 2181A/B
Professor
Sarah Ross
Chapter
10

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CHAPTER 10- COMMUNICATION
TD
-harnesses the power of social networking applications “WOW moments”
-highest customer satisfaction among retail banks
-focus on becoming a social organization
COMMUNICATION
The process by which information and meaning is transferred from a sender to a receiver
COMMUNICATION PROCESS
-encode: translate idea into verbal, written, or nonverbal message
-decode: interpreting message
WHAT DOES IT MEAN TO BE A GOOD COMMUNICATOR?
Face to face communication: the exchange of info and meaning when one or more individuals
are physically present, and where communication occurs without the aid of any mediating
technology
-can be verbal (written and spoken) and non-verbal
-email and mediated communication is reducing the frequency of face to face
-most info we process is based on nonverbal cues
-70% of managers said their organization would be more productive if leaders communicated in
person
-ppl see nonverbal messages as more believable and trustworthy
-eye contact is a sign of engagement in Canada but in japan women who look away are actually
showing respectful and polite
Verbal communication: a form of communication in which messages are sent and received
using written and spoken language
-primary way organizations communicate
-oral communication more prevalent than written in organizational settings
-informal and formal

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Non-verbal communication: any form of information exchange that doesn’t involve spoken or
written words
Ex. Inflection, volume, tone, hand gesture, facial expression, eye contact, smell, dress, body
posture
-70-90% of a messages meaning is conveyed by body language
-60% is nonverbal, 30% is tone, so 90% of what you’re saying isn’t coming from your mouth
hitch
COMPUTER MEDIATED COMMUNICATION
The exchange of info and meaning using electronic digital medium
Web 2.0: describes websites and applications through which users actively interact, create,
collaborate, and communicate
Email: exchanging written digital messages
-hard to interpret, not as much richness as face to face, decrease of personal relationships
videoconferencing: real time interaction and discussion via satellite or internet
-cost efficient and task oriented
-prevents eyecontact and reduces awareness of social dynamics
wiki: a highly flexible web 2.0 application that allows people to quickly exchange verbal info and
collaboratively solve problems, learn, manage projects, and create knowledge
-ppl are more nervous to collaborate bc they don’t want to be seen as incompetent
social network applications
Linkedin:
-business oriented social networking service. Ppl create profiles and ask others to join their
network
Archivers:
-used for employee recognition
-collects feedback from employees
-not anonymous
Connections (by IBM):
-share files, organize task work, set up online communities, work together on projects, tap
expertise within the team
-these tools enhace a sense of community
-face to face= stong verbal and nonverbal messages
-computer mediated communication= strong verbal but weak non-verbal
THE COMMUNICATION PROCESS: ISSUES
Communicator competence: the ability of communicators to encode and interpret messages
-problems come from ability differences, emotional intelligence of ppl involved… they cloud
interpretation
Noise: disturbing or distracting stimuli that block or interfere with the transmission of a
message (ex. Sounds, environmental events, technical issues)
-face to face communication is rly sensitive to noise
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information richness: the amount and depth of the information transmitted in a message
-face to face=highest level of richness
-Computer generated reports with lots of numbers = lowest level
-personal note= moderate level
-higher levels are preferred when the task is difficult/complex
gender differences: different ways men and women tend to process and interpret information
and communicate with others
-men use style that help them maintain status, power, and independence (showing off, telling
jokes, taking credit, very direct)
-women use style that builds and strengthens relationships (asking questions, asking for help or
feedback, using compliments, indirect and subtle)
-ppl need to be aware of these differences and be ready to adapt to fit the demands
privacy: a state in which individuals can express themselves freely without being observed,
recorded, or disturbed by other unauthorized individuals or groups
-federal and provincial government revise laws to regulate how personal info is collected and
disclosed
-employers or prospective employers can use ur social networking for info
-bc of no anonymity in the workplace ppl may not be as creative or innovative online to reduce
personal risk
SUMMARY: WHAT DOES IT MEAN TO BE A GOOD COMMUNICATOR
+ potential issues: communicator competence, noise, information richness, gender differences,
privacy
-technology doesn’t im[prove communication process (some individuals lack competence to
use newer means of communication)
COMMUNICATION NETWORKS
Formal communication
Vertical channel: info flowing along lines of authority and reporting relationships
Horizontal channel: info flowing between people who work on the same level but in different
functional areas (ex. Marketing, accounting)
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