Organizational behavior 5e by kinichi Chap012KF communicating in the digital age

After reading the material in this chapter, you should be able to: LO12.1 Describe the perceptual process model of communication LO12.2 Describe the process, personal, Physical, and se

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

Communicating

in the Digital Age

Chapter Twelve

After reading the material in this chapter,

you should be able to:

LO12.1 Describe the perceptual process model

of communication

LO12.2 Describe the process, personal, Physical, and semantic barriers to effective

communication

LO12.3 Contrast the communication styles of

assertiveness, aggressiveness, and

nonassertiveness

LO12.4 Discuss the primary sources of

nonverbal communication

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

productivity

LO12.7 Describe the challenges of managing

teleworkers, and the advantages and concerns associated with social media

Basic Dimensions of the

Communication Process

Communication

and receiver and the inference (perception) of

meaning between the individuals involved

12-5Communication Process in Action

can be understood by others

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 Perceptual Model of

Communication

Selecting a Medium

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

A Perceptual Model of

Communication

Decoding

message

Feedback

message

of a message

Communication Barriers within the

Communication Process

Barriers to Effective Communication

Personal Barriers

interpreted

Personal Barriers (cont.)

12-15Physical Barriers

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

Barriers to Effective Communication

Semantics

Semantic barriers

customer service operations to foreign

countries like India

Barriers to Effective Communication

Jargon

specific to a particular profession, group, or

company

Interpersonal Communication

Communication competence

index of an individual’s abilities

to effectively use communication behaviors in a given context

12-20Communication Competence

Affects Upward Mobility

Assertiveness, Aggressiveness, and

Nonassertiveness

Assertive style

take advantage of others

Question?

Sunil 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 Sunil can be

described as having which of these styles?

12-23Communication Styles

Sources of Nonverbal

Communication

Nonverbal Communication

the written or spoken word

distance between persons when conversing,

use of color, dress, walking behavior, standing, positioning, seating arrangement, office

locations and furnishings

12-25Sources of Nonverbal

Communication

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?

and body language

Listening Styles

Comprehensive

integrates this information by focusing on

relationships among ideas

Listening Styles

Discerning

determine important points

Evaluative

arguments and challenges to what is being said

12-32The Keys to Effective Listening

Managing Teleworkers

Teleworkers

office-based job responsibilities outside the

office via ICT

workers

12-34Managing Teleworkers

12-35E-Mail: Benefits, Drawbacks, and

Suggestions for Managing It

Social Media at Work

Social media

generate interactive dialogue with members of

a network

Company Requirements for Social

Media

professional

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?