© 2012 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved.

Communicating in the Digital

Age

Chapter Twelve

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After reading the material in this chapter, you should be able to:

LO12.1 Describe the perceptual process model of communicationLO12.2 Describe the process, personal, Physical, and semantic barriers to effective communicationLO12.3 Contrast the communication styles of

assertiveness, aggressiveness, and nonassertivenessLO12.4 Discuss the primary sources of nonverbal communication

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After reading the material in this chapter, you should be able to:

LO12.5 Review the five dominant listening styles and 10 keys to effective listening

LO12.6 Discuss the impact of information communication technologies (ICT) on productivityLO12.7 Describe the challenges of managing

teleworkers, and the advantages and concerns associated with social media

at media

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Basic Dimensions of the Communication Process

Communication the exchange of information between a sender

and receiver and the inference (perception) of meaning between the individuals involved

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Communication Process in Action

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A Perceptual Model of Communication

Noise interference with

the transmission and understanding of a message

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Communication Barriers within the Communication Process

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Interpersonal Communication

Communication competence performance-based

index of an individual’s abilities to effectively use communication behaviors in a given context

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Communication Competence Affects Upward Mobility

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Communication Styles

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Sources of Nonverbal Communication

Nonverbal Communication any message, sent or received independent of

the written or spoken word includes such factors as use of time and space,

distance between persons when conversing, use of color, dress, walking behavior, standing, positioning, seating arrangement, office locations and furnishings.

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Active Listening

Listening Process of actively decoding and interpreting

verbal messages.

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The Keys to Effective Listening

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Managing Teleworkers

Teleworkers People who fulfill some portion of typically

office-based job responsibilities outside the office via ICT

also known as telecommuters and distributed workers

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E-Mail: Benefits, Drawbacks, and Suggestions for Managing It