Dirección de Proyectos Informáticos
Communication
Communication?
• No group can exist without communication.
• We need:
– Share objectives, ideas, …
– Have de same point of view.
– …
• An idea, no matter how great, is useless until
it is transmitted and understood by others.
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A woman drives her car
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A men drives his car in the
opposite direction.
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When she past just besides the man
said:
- Donkey!!!!!!!
Suddenly the man says:
- Seal!!!!!!!!
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Each which continuous its road, the
man that goes smiling by the answer
given, al to rotate in the first curve,…
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Moral of the history
• “The men never understand what the
women mean “
• Good, the problem even is worse..
– The communication is somewhat
complicated
– and there are many factors that do it
difficult, ...
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Functions of Communication
• Control
– Formal: Job description, ..
– Informal: bad faces if produce too much
• Motivation
– What to do, feedback
• Emotional expression
– Show frustration, feelings
• Information
– To make decisions,..
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A Communication Model
• The steps between a
source and a
receiver that results
in the transference
and understanding of
meaning.
• We can see an
example
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The prior experience and the
facts
• A model sees the human
being as flat tables
(boards of wax)
• Facts are like hot fluids
that travel through
these boards, leaving
furrows.
• The new fluids, even
when cold, tend to travel
through the prior
furrows.
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Exercise
•
•
•
•
•
•
50% of students leave of the classroom
We shown next graphic for 15 seconds.
Then students change.
We shown next graphic for 15 seconds.
We show the next graphic.
All students see this graph and tray to
say what's that.
• try to arrive to a shared vision.
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What is shown in the figure?
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What is shown in the figure?
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What is shown in the figure?
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The Communication Process
Experience
Experience
Channel
Source
Message
Receiver
Signs
Feedback
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Encoding
• Converting ideas,…
mental message to
symbolic form.
abfdsfllkt
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Message
• What is
communicated.
abfdsfllkt
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Channel
• The medium through
which a
communication
message travels
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Decoding
• Retranslating a
sender’s
communication
message .
abfdsfllkt
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Feedback loop
• The final link in the communication process;
puts the message back into the system as a
check against misunderstandings
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Sources of Distortion
• Look at the model and imagine problems
that can create distortion.
– Encoding, an example…
– Channel…
• Noise…
– Prejudices, knowledge,…
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Communication Apprehension
• Undue tension and anxiety about oral
communication, written communication
or both.
– People who refuse speak or write.
• This is a problem
– Then… self-selection… or…
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Direction of Communication
• Downward
– Efficacy
• Upward
– Feedback
• Lateral
– coordination
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Formal vs. Informal Networks
• Communication networks
– Channels by which information flows.
• Formal networks
– Task related communications that follow
the authority chain.
• Informal networks
– The communication grapevine.
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Three Common small-group
Networks
Chain
Wheel
All-Channel
Criteria
Chain
Wheel
All-Channel
Speed
Accuracy
Emergence of leader
Member satisfaction
Moderate
High
Moderate
Moderate
Fast
High
High
Low
Fast
Moderate
None
High
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The Informal Network
• Grapevine
– Not controlled by management
– Perceived as more believable
– Serve self interest
• Usually managers transmit it (10%)
• Between departments
• Different paths
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Nonverbal Communication
• Messages conveyed through body movements,
the intonations or emphasis we give words,
facial expressions, and the physical distance
between the sender and receiver.
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Nonverbal Communication
• Kinesics (study of body motions),
– New field, subject of many conjectures.
• We send non consciously messages.
– Depression, puzzlement, protection, indifference, complicity,
impatience, forgetfulness.
– Facial expressions .
– Physical distances:
• Disinterest, intimidate, aggressiveness o sexual interest
– Contradiction between messages
• I look to my watch  As you know you are really important for
me…
• Actions often speak louder (and more accurately) than
words.
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Choice of Communication
Channel
• Factors:
– Anxiety
– Channel richness
• The amount of information that can be
transmitted during a communication episode.
• Multiple cues, feedback, personal.
• Selection criteria depends on…
– Routine
– Ambiguous
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Hierarchy of channels Richness
Nonroutine,
Richest ambiguous
Face to face
talk
Telephone
E-mail
Memos,
letters
leanest
General
reports
Routine,
clear
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Barriers to Effective
Communication
• Filtering
– A sender’s manipulation of information so that it
will be seen more favorably by the receiver.
• Selective perception
– We interpret what we see and call it reality.
• Defensiveness
– In front of threatening messages
• Language
– “The meaning of words are not in the words; they
are in us”
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Does we said what we wanted
to said?
• When a diplomatic says: “Yes”
– He wants said “MAYBE”,
• When he says: “MAYBE”
– He wants said “NO”,
• And when says “NO”
– Then he isn’t a diplomatic.
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When you are the receiver
• Too many people
take listening skills
for granted.
• But
– Speak 125-200
words/min.
– Comprehend 400
w/min.
Hola
• Idle time…
• Hearing <> listening
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Effective listening
• Make eye contact.
• Exhibit affirmative heads nods and
appropriate facial expression.
• Avoid distracting actions or gestures.
• Ask questions.
• Paraphrase.
• Avoid interrupting the speaker.
• Don’t over talk.
• Make smooth transitions between the roles of
speaker and listener.
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Bibliography:
• Robbins, Comportamiento Organizativo,
Prentice Hall, 1999.
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