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Chapter 11
Communicating For Effectiveness
Learning Objectives
1)
2)
3)
4)
5)
6)
7)
Describe how technology impacts communication.
Describe how the communication process works.
Discuss how to choose the appropriate communication medium.
Explain how perception, inferences, language, and status can lead
to communication breakdown.
Identify eight ways to overcome barriers to communication and
achieve effective communication.
Describe how the four steps in the communication process can
help improve a manager’s communication skills.
Describe the importance of using simple repetitive language,
empathy, and body language in achieving effective communication.
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Learning Objectives
(contd.)
8) Discuss ten guidelines for developing effective listening habits.
9) Identify four ways for improving writing skills.
10) Explain the four parts of PLAN (purpose, logistics, audience, nonverbal
communication) for improving speaking skills.
11) Explain how to manage stress more effectively.
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Technology’s Impact on
Communication
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Cell Phones
Camera Phones
E-Mail
Wi-Fi Networks
Global Positioning Systems
Patterns of Communication
Organization Structure
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The Communication
Process
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Communication is the process of transmitting
meanings from sender to receiver.
Encoding is translating a message into an intelligible
code.
Decoding is interpretation of the message by the
receiver.
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Steps in the Encoding
Process
1) The sender thinks through the ideas to be
communicated.
2) The sender translates these ideas into some
code or symbol.
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Figure 11.1 - The Communication Process
in Action
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The Association of Moods With Colors
(Selected – Based on Table 11.2)
Mood
Color
Exciting, stimulating
Secure, comfortable
Distressed, disturbed, upset
Tender, soothing
Protective, defending
Calm, peaceful, serene
Dignified, stately
Red
Blue
Orange
Blue
Red
Blue
Purple
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Information Richness
… is the potential informationcarrying capacity of data.
Four Factors
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Feedback
Channel
Type of communication
Language source
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Barriers to
Communication
1) Perception – a person’s view of reality
2) Inference – an assumption made by the
receiver of a message
3) Language
4) Status – a person’s relative rank
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Achieving Effective
Communication
1)
2)
3)
4)
5)
6)
7)
8)
Knowing the steps in the communication process
Using simple, repetitive language
Using empathy
Understanding body language
Learning how to receive and give feedback
Developing effective listening habits
Improving writing and speaking skills
Understanding gender differences
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Steps in the
Communication Process
1) Attention – the overcoming of message
competition
2) Understanding – involves comprehension of
the message
3) Acceptance – means compliance
4) Action – requires that the receiver does what
was expected
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Empathy
… means putting oneself in another
person’s place.
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Body Language
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Eye movement
Posture
Touch
Physical Location
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Effective Listening
Habits
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Ask questions that will help provide feedback
and increase understanding
Remain objective
Empathize and try to see things from that
individual’s point of view
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Skill Work
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Improve Your Writing Skills
Improve Your Speaking Skills
PLAN
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Key Terms in the
Chapter
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Communication
Encoding
Decoding
Perception
Inference
Status
Attention
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Understanding
Acceptance
Action
Empathy
Proxemics
Information richness
Linguistic style
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