Chapter 11
Communication and Collaboration
I.
The Nature of Communication
A.
The Communication Process
1.
Source
a.
Intended Meaning – what the source seeks to communicate
b.
Encoding – translating an idea or thought into a message
2.
Channel – the mechanism/medium for communicating the message
3.
Receiver
a.
Decoding – interpreting the message
b.
Perceived Meaning – what the receiver gets from the
communication
4.
Noise – anything that interferes with the communication process
5.
Feedback – communicates how one feels about something another
person has done or said
B.
Nonverbal Communication – occurs through facial expressions, body motions,
eye contact, and other physical gestures
1.
Kinesics – the study of gestures and body postures
2.
Proxemics – the study of the way space is used, is important to
communication
II.
Interpersonal Communication
A.
Communication Barriers
1.
Interpersonal – individuals cannot not listen due to lack of trust
2.
Selective Listening – individuals hear only what fits with preconceived
notions
B.
3.
Physical Distractions – interruptions that interfere with communication
4.
Semantic Barriers – poor choice or use of words; mixed messages
Active Listening – the ability to help the source say what they mean
III.
Organizational Communication
A.
Communication Channels
1.
Formal – follow the chain of command established by organization’s
hierarchy of authority
2.
Informal – do not adhere to organization’s hierarchy of authority
3.
Channel Richness – the capacity of a channel to convey information; a
rich channel offers multiple cues whereas a lean channel may offer only
one; the choice of channel usually results in a tradeoff between
effectiveness and efficiency
B.
C.
[This sub-section provided in class] Effectiveness vs. Efficiency
1.
Effectiveness – sent message is identical to received message
2.
Efficiency – absolute minimum in terms resources (e.g., time, money)
Communication Flows
1.
Downward
Purpose: to influence
2.
Upward
Purpose: to inform
3.
Lateral
Purpose: to coordinate