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Lecture Two
Chapter Two
The Managerial Communications Process
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COMMUNICATION MODEL
ENCODING
Choose Best Symbol: Words, Voice,
Gesture, Facial Expression, Action
Meaning is in Significance to Decoder
FEEDBACK
Determines if communicating
to or with people
DECODE
Perceived : Selective Perception
(What is Pleasant
Meaning - Words don’t have
meaning only people do.
SYMBOLS DEFINED
• “Objects, acts, relationships, or linguistic
formations that stand ambiguously for a
multiplicity of meanings, evoke emotions,
and impel men to actions.” (Cohen, 1976)
SYMBOLIC ACTS
• “Actions that call forth a larger and usually
more complex set of ideas than the basic
meaning of the action, in which the
intrinsic subject is primarily a vehicle for
conveying a broader message.” (Hinckley,
1990)
• Symbolic acts need to be dramatic “and
empty of realistic detail.” (Edelman, 1964)
CATEGORIES OF SYMBOLS
(Vaughn, 1995)
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STORIES
RITUALIZED EVENTS
SPECIALIZED LANGUAGE
MATERIAL MANIFESTATIONS
METAPHORS
ACTIONS
WHY ONE-WAY COMMUNICATION
• FASTER
• SENDER MAY FEEL
UNDER ATTACK
• NOISY AND
DISORDERLY VERSUS
APPEARANCE OF NEAT
AND EFFICIENT
INTERNAL PERSONALITY
FACTORS
•
MENTAL FILTERS
– KNOWLEDGE
• Seek Common
Knowledge
– CULTURE
• Country and Company
– STATUS
• Power Issues
– ATTITUDES
• How do people see
themselves, people and
things. Prejudice
– EMOTIONS
• Whole Person
– COMMUNICATION SKILLS
STRATEGIES
• ANALYSIS
– LAYER ONE
• CLIMATE (Trust, Open/Closed)
• CULTURE (Shared Values, Beliefs, Informal, Power
Structures) Multicultural (Polycultural)
– LAYER TWO
• SENDER
– Comfort, Skill, Personality, Power, Knowledge
• DECODER
– Relationship, Status,Audience Interest, Emotional
State, Skill
• PURPOSE
– Social, Present Information, Persuade, Gain
Information, Defend One’s Self
STRATEGIES/ANALYSIS
(2)
– Third Layer
• SPECIFIC CONTENT
– Positive (Good News First), Negative (Buffer Message),
Neutral
– Fact (Concrete Information) / Opinion (Assumption)
– Importance to Receiver
– Controversial
– Polarization (Either-or Alternative)
• CHANNELS
– Oral
– Written
– Both
– Visual
STRATEGIC/ANALYSIS
(3)
• Physical Environment
– Privacy (Public and Private Behavior)
– Formality (Status and Propriety - Dr. Mr. Dean)
– Physical Distance (Geographic/Time)
– Familiarity (Degree of Comfort)
– Time (Power, Status, Time is Money in USA)
– Feedback
– Affect on overall strategy
– Determine if strategy was effective
Metacommunication
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Unworded messages cannot be
avoided
Unworded messages have different
meaning
Unworded messages may be
intentional or unintentional
Unworded messages may get more
attention than worded message
Unworded message may provide clues
(Intent, background)
Unworded messages are influenced
by circumstances
Unworded messages can contradict
Unworded messages can be good or
bad
CRITICAL ERRORS IN COMMUNICATION
• ALLNESS ILLNESS (People who think it is possible
to know an say everything about something.)
(Intolerant of other’s viewpoints)
• ASSUMPTION-OBSERVATION ERROR (Acceptance
as valid without requiring proof)
• FAILURE TO DISCRIMINATE (Hardening of
Categories) Fix - Internalize premise that people,
things, or situations are unique, Develop separate
index for unique characteristic. Avoid either or view
of the world. Avoid Frozen evaluation (been there
done that)