Organization Behaviour : Chapter 7

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Organization Behaviour : Chapter 7
2013-11-24 04:28:09
Organization Behaviour

Chapter 7 - Communication
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  1. communication
    • the transfer and understanding of a message between 2 or more people
    • sender and receiver
    • problem occur when something disrupt the flow during encoding, channel selection, decoding, or feedback
  2. sender
    establish a message, encoding the message, and choosing the channel to send it
  3. receiver
    decode the message and provide feedback to the sender
  4. encoding
    • converting a message to symbolic form
    • 4 factor that describe encoding are skill, attitudes, knowledge, and the socio-cultural system
  5. decoding
    • interpreting a sender's message
    • 4 factor that describe decoding are skill, attitudes, knowledge, and the socio-cultural system
  6. message
    • what is communicated
    • speak, write, paint, and expression
    • affect by code we use to transfer meaning
    • poor choice of code can lead to problem
  7. channel
    • the medium through which a message travels
    • formal or informal channel
    • formal channels are established by the organization and transmit messages that pertain to the job-related activities of members
    • informal channel are personal or social message
  8. communication apprehension
    undue tension and anxiety about oral communication, written communication, or both
  9. channel richness
    • they have the ability to handle multiple cues simultaneously, facilitate rapid feedback, and be very personal 
    • the amount of information that can be transmitted during a communication episode 
    • cues: words, postures, facial, expressions, gestures, intonations
    • feedback: both verbal and nonverbal
  10. choice of one channel over another
    depends  on whether the message is routine or non routine
  11. routine message
    tend to be straightforward and have a minimum of ambiguity
  12. non routine message
    likely to be complicated and have the potential for misunderstanding
  13. information richness of communication channels (lowest to highest)
    formal report bulletin, memos letters, prerecorded speeches, email, online discussion groups, voice mail, live speeches, telephone conversations, video conferences and face-to-face conversations
  14. feedback loop
    • the final link in the communication process; it puts the message back into the system as a check against misunderstanding
    • succeed in preventing miscommunication
  15. fail to engage in the feedback process
    • communication is uneffectively one-way communication
    • 2 ways communication involves both talking and listening
  16. filtering
    a sender's manipulation of information so that it will be seen more favorably by the receiver
  17. selective perception
    • see and hear based on their needs, motivations, experience, background, and other personal characteristic 
    • receiver project their interests and expectations into communication as they decode them
  18. defensiveness
    • when feel threatened, they tend to react in ways that reduce their ability to achieve mutual understanding
    • engaging in behaviour such as verbally attacking others, making sarcastic remarks, being overly judgmental, and questioning others' motives
    • respond in ways that hinder effective commucation