Term
| LG1- Identify the main functions of communication. |
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Definition
Communication: the transfer and understanding of meaning.
Main functions: control, motivation, emotional expression, information. |
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Term
| LG2- Describe the communication process and distinguish between formal and informal communication. |
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Definition
The communication process
- Before communication can take place, there must be a purpose
- Stands for the steps between a source and a receiver that result in the transfer and understanding of meaning
- Key parts: sender, encoding, message, channel, decoding, receiver, noise, feedback
- Formal channels: communication channels established by an organization to transmit messages related to the professional activities of members
- Informal channels: communication channels that are created spontaneously and that emerge as responses to individual choices |
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Term
| LG3- Contrast downward, upward and lateral communication and provide examples of each. |
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Definition
Downward communication: flows from one level of an organization to a lower level, such as managers to employees. It is important that managers explain decisions and ask their advice
Upward communication: flows to a higher level in the organization.
To provide feedback to higher-ups. Lower-level employees tend to be more positive than they really are, so honesty is critical. A climate survey is an example of upward communication.
Lateral communication: takes place between people at the same level.
Most of the time this communication is informal and are used to save time. |
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Term
| LG4- Contrast oral, written and non-verbal communication. |
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Definition
- oral communication
o speeches, one-to-one and group discussions, informal rumor mill, grapevine
o advantages: speed, feedback
o disadvantages: potential distortion when passed by several people
- written communication
o memos, letters, fax, emails
o tangible and verifiable, physically available for later reference, one can refer to it, people are more careful with it
o drawbacks: time-consuming, no direct feedback, possibly inaccurate interpretation
Nonverbal communication
- body movements, intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver
- very important in some cultures (Chinese, Korean, Japanese), not really in others (German, Suisse) |
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Term
| LG5- Contrast formal communication networks and the gravepine. |
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Definition
Formal organizational networks:
• Chain
Follows the formal chain of command (use when accuracy is needed)
• Wheel
Relies on a central figure to act as the conduit for the communication (use for emerge of a leader)
• All channel
All members can actively communicate with each other (use if high satisfaction is needed)
Grapevine: an organization’s informal communication network (sometimes rumours)
Characteristics:
-Not controlled by management
-Perceived by employees as being more believable/reliable than formal communication
-Used to serve self-interest of the people within it |
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Term
| LG6- Analyse the advantages and challenges of electronic communication. |
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Definition
• E-mail
Advantages: quickly written, edited, stored, reduces printing costs
Disadvantages:
-Misinterpreting the message
-Not appropriate for communicating negative messages
-Overuse (a lot of messages are considered irrelevant)
-Inappropriate for expressing emotions
-Privacy concerns (e-mails may be monitored)
• Instant messaging and text messaging
Advantages: fast, cheap and flexible
Disadvantages: intrusive, distracting, informal
• Networking software
Such as social networks, be careful not to overuse them
• Web logs (blogs)
Danger is writing too personal/private things or damaging the organization
• Video conferencing
Allows people to have meetings while being at different locations
Knowledge management (KM): process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time. |
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Term
| LG7- Show how channel richness underlies the choice of communication channel. |
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Definition
| Channel richness: amount of information that can be transmitted during the communication |
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Term
| LG8- Identify common barriers to effective communication. |
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Definition
• Filtering
When a sender manipulates information to seem more favorably
Caused by status differences (fear of conveying bad news + desire to please the boss)
• Selective perception
Receivers selectively see and hear based on their needs/motivations/experience/background etc.
We interpret what we see and call it reality
• Information overload
When the information exceeds our processing capacity
-> select, ignore, pass over or forget information
• Emotions
The way the receiver feels when getting a messages influences interpretation
• Language
words mean different things to different people. Influenced by age, gender and context.
Even when you speak the same language, the use of it is not uniform
• Communication apprehension
Fear/anxiety about communication (especially oral)
-> people avoid it as much as possible
• Gender differences
Women: language of connection and intimacy
Men: language of status, power and independence |
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Term
| LG9- Show how to overcome the potential problems in cross cultural communication. |
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Definition
- Cultural barriers and differences in interpreting of words, signs, emotions
- Cultural context
o High-context cultures
Rely heavily on non-verbal and subtle situational cues in communicating with others
Communication implies considerably more trust by both parties
o Low context cultures
rely essentially on words to convey meaning
- A cultural guide
o Assume differences until similarity is proven
o Emphasize description rather than interpretation or evaluation
o Practice empathy
o Treat your interpretations as a working hypothesis |
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