Communicating in the Digital Age

Chapter Twelve

Copyright © 2010 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin

12-2

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

• Describe the perceptual process model of communication

• Describe the process, personal, physical, and semantic barriers to effective communication

• Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness

• Discuss the primary sources of nonverbal communication

12-3

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

• Review the five dominant listening styles and 10 keys to effective listening

• Explain the information technology of Internet/intranet/extranet, e-mail, instant messaging, handheld devices, blogs, videoconferencing/telepresence, and group support systems, and explain the related use of teleworking

Basic Dimensions of the Communication Process

• Communication - the exchange of information between a sender

and receiver and the inference of meaning between the individuals involved

12-4

12-5

A Perceptual Model of Communication

Figure 12-1

A Perceptual Model of Communication

• Sender - person wanting to communicate information-

the message

• Receiver - person, group, or organization for whom the

message is intended

• Encoding - translates thoughts into code or language that

can be understood by others12-6

12-7

Question?

Alexa is informing her subordinates that the expense reimbursement policy for travel has been significantly modified. Alexa would be considered which of these?

A.DecoderB.MediumC.SenderD.Noise

A Perceptual Model of Communication

• Selecting a Medium - depends on the nature of the message, its

intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand

12-8

12-9

A Perceptual Model of Communication

• Decoding - occurs when receivers receive a message - process of interpreting and making sense of a

message

• Feedback - receives expresses a reaction to the sender’s

message

A Perceptual Model of Communication

• Noise - interference with

the transmission and understanding of a message

12-10

Barriers to Effective Communication

1. Personal barriers - any individual attribute that hinders

communication

2. Physical barriers3. Semantic barriers

12-11

12-12

Personal Barriers

1. Variable skills in communicating effectively

2. Variations in how information is processed and interpreted

3. Variations in personal trust4. Stereotypes and prejudices5. Big egos

12-13

Personal Barriers (cont.)

6. Poor listening skills7. Natural tendency to evaluate other’s

messages8. Inability to listen with understanding9. Nonverbal communication

12-14

Physical Barriers

1. Time zone differences2. Telephone-line static3. Distance from others4. Crashed computers5. Office design

Question?

Laura works at an office with low-walled cubicles. There is often a lot of background noise and Laura has trouble hearing clients on the phone. This is an example of a ________ barrier.

A.ProcessB.PhysicalC.PersonalD.Semantic

12-15

12-16

Barriers to Effective Communication

• Semantics - study of words

• Semantic barriers - problems with language in communication- fueled by the growing trend to outsource

customer service operations to foreign countries like India

- jargon

12-17

Interpersonal Communication

• Communication competence

- ability to effectively use communication behaviors in a given context

12-18

Communication Competence Affects Upward Mobility

Figure 12-2

12-19

Assertiveness, Aggressiveness, and Nonassertiveness

• Assertive style - expressive and self-enhancing, but does not

take advantage of others.

• Aggressive style - expressive and self-enhancing, but takes

advantage of others

• Nonassertive style - timid and self-denying behavior.

12-20

Question?

Sam has an expressive and self-enhancing communication style, which is based on the notion that it is not right or good to violate our own or others' basic human rights. Sam can be described as having which of these styles?

A.AggressiveB.NonassertiveC.NonverbalD.Assertive

12-21

Communication Styles

12-22

Sources of Nonverbal Communication

• Nonverbal Communication - messages sent outside of the written and

spoken word• Sources:

- Body movement and gestures- Touch- Facial expression- Eye contact

Question?

Travis was in a meeting with his supervisor regarding sales analysis. Travis had his arms folded and legs crossed. Travis's nonverbal behavior communicated which of these?

A.SemanticsB.DefensivenessC.AggressivenessD.Immediacy

12-23

12-24

Active Listening

• Listening - actively decoding and interpreting verbal

messages.

12-25

Listening Styles

• Appreciative - listens for pleasure, entertainment, or

inspiration

• Empathetic - interprets messages by focusing on emotions

and body language

Question?

Dr. Philip interprets messages by focusing on emotions and body language. His listening style can be described as __________.

A.AppreciativeB.EmpatheticC.Discerning D.Evaluative

12-26

Listening Styles

• Comprehensive - organizes specific thoughts and actions and

integrates this information by focusing on relationships among ideas

12-27

12-28

Listening Styles

• Discerning - attempt to understand the main message and

determine important points

• Evaluative - listen analytically and continually formulate

arguments and challenges to what is being said

12-29

The Keys to Effective Listening

Women and Men Communicate Differently

• Women are more likely to share credit for success, ask questions, and tactfully give feedback

• Men are more likely to boast, to bluntly give feedback, and less likely to admit fault or weakness

12-30

Communication in the Computerized Information Age

• Multicommunicating - the use of technology to participate in several

interactions at the same time

12-31

12-32

Internet/Intranet/Extranet

• Internet - a global network of computer networks.

• Intranet - an organization’s private internet.

• Extranet - connects internal employees with selected

customers, suppliers, and strategic partners

Question?

Wal-Mart has established their computer networking system as such that it connects the stores and company individuals with their suppliers and key strategic partners. This can be described as a(n)

A.TelecommutingB.IntranetC.ExtranetD.Videoconferencing

12-33

12-34

Benefits of E-mail

1. Reduced the cost of distributing information

2. Increased teamwork3. Reduced paper costs4. Increased flexibility

12-35

Drawbacks to E-mail

1. Wasted time and effort2. Information overload3. Increased costs to organize, store, and

monitor usage4. Neglect of other media

12-36

Videoconferencing/Telepresence

• Videoconferencing - uses video and audio links along with

computers to enable people in different locations to see, hear, and talk with one another

Videoconferencing/Telepresence

• Telepresence - advanced form of teleconferencing - requires specially designed rooms with

multiple cameras, sound-damping equipment and high-definition video screens

12-37

Benefits of Videoconferencing and Telepresence

• Systems can reduce an organization’s travel expenses

• Allow people working across the world to participate in the innovation process on an as needed basis

• Allow employees to speed up the decision making process

12-38

12-39

Group Support Systems

• Group support systems - using computer software and hardware to help

people work better together- have demonstrated increased productivity and

cost savings

12-40

Teleworking

• Teleworking - a work practice in which an employee does

part of his job in a remote location using a variety of information technologies

- Also called telecommuting

Supplemental Slides

• Slides 42-46 contain extra non-text examples to integrate and enhance instructor lectures

- Slide 42: Texting Etiquette- Slide 43: Off-Duty Blogging- Slide 44: Blogs- Slide 45-46: Video discussion slides

12-41

12-42

Texting Etiquette

• When with someone, ask permission to check or send texts

• Set rules with family and friends

• Don’t text anything you would not want sent to someone else

• Follow school or workplace rules for cell phone usage

• Don’t text about sex

Source: Text-Messaging etiquette? 4getit, Arizona Republic, 12/12/06, p. A1, A4

12-43

Off-Duty Blogging

• You have three employees….- Greg blogs about his company’s

employment practices- Sue blogs about sexually fantasies- Diane blogs about her strong political views

• All three are excellent employees… your CEO says you need to fire each of them. Do you? Can you legally?

12-44

Blogs

• Blog - online journal in which people comment on

any topic

Read an example of BusinessWeek’s Blog

Video: A Week Without Technology: Could You Do It?

• What business processes are affected by the presence or lack of technology? Is it possible for a company to be competitive today without technology?

• How is the perceptual model of communication different when technology is used than if it were not? Which types of communication barriers might be different?

• How are the non-verbal aspects of communication affected by technology?

• How would you do in Dennis’s situation - could you have lasted the full week?

12-45