BA 208 Chapter 10 power point

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10 e
Chapter 10
Communication:
Theory and Modern
Media
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Learning Objectives, 1
• Describe the process of communication
• Distinguish between hearing and listening
• Describe techniques for communicating effectively
• Identify barriers to communication, and suggest ways to avoid
them
• Distinguish between verbal and nonverbal messages, and
name types of verbal messages

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Learning Objectives, 2
• Identify the directions in which communication can flow in an
organization
• Distinguish between formal and informal communication in
an organization
• Describe the role of the grapevine in organizations

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Communication
Process by which people send and receive information
At the heart of the supervisor’s job
Communication breakdowns may occur because of noise
• Noise: Anything that can distort a message by interfering with the
communication process
• Can be recognized and resolved by senders by paying attention to
feedback
• Feedback: Way the receiver of a message responds, or fails to
respond, to the message

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Figure 10.1: The Communication Process
Jump to Figure 10.1: The Communication Process, Appendix

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Hearing versus Listening
Hearing means the brain is registering sounds
Listening is paying attention to what is being said and trying to
understand the full message
Active listening
• Hearing what the speaker is saying
• Seeking to understand the facts and feelings the speaker is trying to
convey
• Stating what one understands that message to be

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Techniques for Effective Communication
Jump to Techniques for Effective Communication, Appendix
Communicate from the receiver’s
viewpoint
Learn from feedback
Use strategies for effective listening
Overcome barriers to communication

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Ten Rules for Good Listening, 1
• Remove distractions, and give one’s full attention to the
speaker
• Look at the speaker most of the time
• When the speaker hesitates, give a sign of encouragement
• Try to hear the main point and supporting points
• Distinguish between opinions and facts

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Ten Rules for Good Listening, 2
• Control one’s emotions
• Be patient; do not interrupt
• Take notes
• At appropriate times, ask questions to clarify one’s
understanding
• Restate one’s perception of the speaker’s point to ensure that
one has heard correctly

10. Barriers to Communication, 1
Information overload
• Give employees only information that will be useful to them
• Ensure that employees are paying attention information is being
given
Misunderstandings
• Be careful to make appropriate word choices
• Be familiar with the communication styles of the various cultures of
people with whom one works
• Do not confuse inferences with facts
• Inferences: Conclusions drawn from the facts available

11. Barriers to Communication, 2
Biases in perceptions
• Perceptions: Ways people see and interpret reality
• When perceptions about others are false, messages might get
distorted
• Prejudices: Negative conclusions about a category of people based
on stereotypes
• Can distort perceptions
• Biases in paying attention
• People pay more attention to things that serve their own self-interests
• People hear messages that fit their existing viewpoint and discount
those that contradict those viewpoints

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Types of Messages
Verbal message: Consists of words
• Types
• Oral communication
• Written communication
Nonverbal message: Conveyed without using words
• Types
• Gestures
• Posture
• Tone of voice
• Facial expression
• Attire
• Silence

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Figure 10.7: Relative Contributions of Several
Factors to Total Impact of a Message
Source: Data from Albert Mehrabian, “Communication without Words,” Psychology Today, September 1968, pp. 53–55.
Jump to Figure 10.7: Relative Contributions
of Several Factors to Total Impact of a
Message, Appendix

14. Oral Communication
• Conversations
• Interviews
• Meetings
• Formal presentations

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Steps to a Successful Presentation
• Research one’s subject matter thoroughly
• Research one’s audience
• Write a presentation that starts out with a focus on the
benefits one is offering
• Think of ways to get audience members engaged and involved
• Plan the use of any presentation tool as thoroughly as the oral
presentation
• Practice one’s presentation
• Arrive at the presentation site early

16. Written Communication
Traditional forms
• Memos, letters, reports, electronic messages, bulletin board
notices, and posters
Modern media
• Videoconferencing, text messaging, microblogging, status updates
on social media, wikis, and reports posted online for collaboration

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Table 10.4: Put It in Writing?
When Written Communication Is Best When Oral Communication Is Best
Message includes complex information Immediate feedback is necessary
Information is more factual than sensitive Message is sensitive
Okay if others read the message Building a relationship with the receiver is
important
A record of the communication is necessary Nonverbal cues needed for interpreting the
message or feedback
The receiver can read the language and use
the technology
Receiver might have difficulty reading

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Choosing the Most Effective Message Type
Requires a supervisor to consider the following:
• Time and cost limits
• Complexity and sensitivity of the issue
• Need for a record of the communication
• Need for feedback
• Capabilities of the audience

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Direction of Communication in Organizations
Downward communication
• Organizational communication in which a message is sent to
someone at a lower level
Upward communication
• Organizational communication in which a message is sent to
someone at a higher level
Lateral communication
• Organizational communication in which a message is sent to a
person at the same level

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Formal and Informal Communication
Formal communication
• Organizational communication that is work related and follows the
lines of the organization chart
• Directed toward accomplishing organizational goals
Informal communication
• Organizational communication that is directed toward individual
needs and interests
• Does not necessarily follow formal lines of communication

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Gossip and Rumors
Gossip is small talk that centers around people and is used to
indicate acceptable behavior
Rumors are explanations, sometimes unfounded, for what is
going on around people
Supervisors may occasionally hear a story that requires action
• Should get the facts from those who are directly involved

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The Grapevine, 1
Path along which informal communication travels
• Employees turn to the grapevine when situations worry them and
they aren’t satisfied with the information they receive from
management
Knowing about the grapevine can help supervisors seek out and
correct misinformation
• Steps can be taken by supervisors to see that at least some of the
messages in the grapevine are positive and in line with the
organization’s objectives

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The Grapevine, 2
Supervisors must:
• Be realistic about who communicates through informal channels
• Listen attentively to employees and show genuine interest in their
concerns
• Emphasize communication face-to-face when times are hard and
employees are nervous
• Plant authentic positive messages
• Be trustworthy leaders