Describe the perceptual process model of communication. Communication is a process of consecutively linked elements. Historically, this process was described in terms of a conduit model. Criticisms of this model led to development of a perceptual process model of communication that depicts receivers as information processors who create the meaning of messages in their own mind. Because receivers' interpretations of messages often differ from those intended by senders, miscommunication is a common occurrence.
Describe the barriers to effective communication. Every element of the perceptual model of communication is a potential process barrier. There are nine personal barriers that commonly influence communication: (1) variable skills in communicating effectively, (2) variations in how information is processed and interpreted, (3) variations in interpersonal trust, (4) stereotypes and prejudices, (5) big egos, (6) poor listening skills, (7) natural tendency to evaluate Others' messages, (8) inability to listen with understanding, and (9) nonverbal communication. Physical barriers pertain to distance, physical objects, time, and work and office noise. Semantic barriers show up as encoding and decoding errors because these phases of communication involve transmitting and receiving words and symbols.
Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness. An assertive style is expressive and self-enhancing but does not violate others' basic human rights. In contrast, an aggressive style is expressive and self-enhancing but takes unfair advantage of others. A nonassertive style is characterized by timid and self-denying behavior. An assertive communication style is more effective than either an aggressive or nonassertive style.
Discuss the primary sources of nonverbal communication. There are several identifiable sources of nonverbal communication effectiveness. Body movements and gestures, touch, facial expressions, and eye contact are important nonverbal cues. The interpretation of these nonverbal cues significantly varies across cultures.
Review the five dominant listening styles and 10 keys to effective listening. The five dominant listening styles are appreciative, empathetic, comprehensive, discerning, and evaluative. Good listeners use the following 10 listening habits: (1) capitalize on thought speed by staying with the speaker and listening between the lines, (2) listen for ideas rather than facts, (3) identify areas of interest between the speaker and listener, (4) judge content and not delivery, (5) do not judge until the speaker has completed his or her message, (6) put energy and effort into listening, (7) resist distractions, (8) listen to both favorable and unfavorable information, (9) read or listen to complex material to exercise the mind, and (10) take notes when necessary and use visual aids to enhance understanding.
Describe the communication differences between men and women, and explain the source of these differences. Men and women vary in terms of how they ask for information, express certainty, apologize, accept blame, give criticism and praise, say thank you, build consensus, give directions, claim ownership of ideas, and use tone of voice. There are two competing explanations for these differences. The biological perspective attributes gender differences in communication to inherited drives, needs, and conflicts associated with reproductive strategies used by women and men. The second explanation, which is based on social role theory, is based on the idea that females and males learn different ways of speaking as children growing up.
Discuss the formal and informal communication channels. Formal communication channels follow the chain of command and include vertical, horizontal, and external routes. Vertical communication involves the flow of information up and down the organization. Horizontal communication flows within and between employees working in different work units. External communication flows between employees inside the organization and a variety of stakeholders outside the organization. Informal communication channels do not follow the chain of command. The grapevine and management by walking around represent the two most commonly used informal channels.
Explain the contingency approach to media selection. Selecting media is a key component of communication effectiveness. Media selection is based on the interaction between the information richness of a medium and the complexity of the problem/situation at hand. Information richness ranges from low to high and is a function of four factors: speed of feedback, characteristics of the channel, type of communication, and language source. Problems/situations range from simple to complex. Effective communication occurs when the richness of the medium matches the complexity of the problem/situations become more complex.
Review the benefits and drawbacks of e-mail and summarize how e-mail can be more effectively managed. The benefits of e-mail include reduced costs of distributing information, increased teamwork, reduced paper costs, and increased flexibility. The drawbacks are wasted time and effort, information overload, increased costs to organize, store, and monitor, and neglect of other media. E-mail can be more effectively managed by doing the following: (1) do not assume e-mail is confidential, (2) be professional and courteous, (3) avoid sloppiness, (4) don't use e-mail for volatile or complex issues, (5) keep messages brief and clear, (6) save people time, and (7) be careful with attachments.
Explain the information technology of Internet/intranet/ extranet, handheld devices, blogs, videoconferencing, and group support systems, and explain the related use of teleworking. The Internet is a global network of computer networks. An intranet is an organization's private Internet. It contains a firewall that blocks outside Internet users from accessing private internal information. An extranet connects an organization's internal employees with selected customers, suppliers, and strategic partners. The primary benefit of these "nets" is that they can enhance the ability of employees to find, create, manage, and distribute information. Handheld devices, also known as PDAs (personal digital assistants), offer users the portability to do work from any location. They serve as minicomputers and communication devices. A blog is an online journal in which people write whatever they want about any topic. Blogging is the latest Internet trend. Videoconferencing uses video and audio links along with computers to enable people located at different locations to see, hear, and talk with one another. GSSs use state-of-the-art computer software and hardware to help people work better together. Information is shared across time and space by linking people with computer networks. Teleworking involves doing work that is generally performed in the office away from the office using different information technologies.
