Chapter # 7 Chapter #

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Chapter Outline

• The Communica-on Process – Choosing a Channel • Barriers to Effec-ve Communica-on – Filtering – SelecAve PercepAon – Defensiveness – EmoAons – InformaAon Overload – Language – Silence – Nonverbal CommunicaAon – Stress Copyright © 2013 Pearson Canada Inc.

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Chapter Outline

• Organiza-onal Communica-on – DirecAon of CommunicaAon – Small-­‐Group Networks – The Grapevine – Electronic CommunicaAons

• Managing Informa-on – Dealing with InformaAon Overload – Being Always on Call – InformaAon Security Copyright © 2013 Pearson Canada Inc.

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Learning Outcomes 1. How does communicaAon work? 2. What are the barriers to communicaAon? 3. How does communicaAon flow in organizaAons? 4. How is informaAon managed?

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The CommunicaAon Process

• People spend nearly 70 percent of their waking hours communicaAng—wriAng, reading, speaking, listening.

• CommunicaAon is a foundaAon for many things that happen among groups and within the workplace – from moAvaAng, to providing informaAon, to controlling behaviour, to expressing emoAon. • Good communicaAon skills are very important to your career success.

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CommunicaAon Terms

• Communica-on – The transfer and understanding of a message between two or more people.

• Sender

– Establishes a message, encodes the message, and chooses the channel to send it.

• Receiver

– Decodes the message and provides feedback to the sender.

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CommunicaAon Channels

• Formal channels – TradiAonally follow the authority chain within the organizaAon – Transmit messages related to the professional acAviAes of members

• Informal channels – Personal or social messages which are spontaneous and emerge as a response to individual choices Copyright © 2013 Pearson Canada Inc.

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CommunicaAon Terms

• Encoding – ConverAng a message to symbolic form.

• Decoding – InterpreAng a sender’s message.

• Message – What is communicated.

• Channel – The medium through which a message travels. Copyright © 2013 Pearson Canada Inc.

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CommunicaAon Terms

• Noise – CommunicaAon barriers that distort the clarity of