Download Ch. 12: Communicating in the Internet Age

Chapter Twelve
Communicating in the
Internet Age
McGraw-Hill/Irwin
Organizational Behavior: Key Concepts, Skills & Best Practices, 3/e
Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
After reading the material in this chapter,
you should be able to:
• Describe the perceptual process model of
communication
• Describe the process, personal, physical,
and semantic barriers to effective
communication
• Contrast the communication styles of
assertiveness, aggressiveness, and
nonassertiveness
• Discuss the primary sources of nonverbal
communication
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After reading the material in this chapter,
you should be able to:
• Review the five dominant listening styles
and 10 keys to effective listening
• Explain the information technology of
Internet/intranet/extranet, e-mail, handheld
devices, blogs, videoconferencing, and
group support systems, and explain the
related use of teleworking
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Basic Dimensions of the
Communication Process
• Communication –
interpersonal
exchange of
information and
understanding
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A Perceptual Model of Communication
Figure 12-1
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Question?
What part of the communication process is
the output of encoding?
A. Sender
B. Feedback
C. Endless loop
D. Message
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A Perceptual Model of Communication
• Sender – individual, group, or organization
that desires or attempts to communicate
with a particular receiver
• Encoding – translates mental thoughts into
code or language that can be understood
by others
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A Perceptual Model of Communication
• Message – output of encoding
- May contain hidden agendas as well as trigger
affective or emotional reactions
- Need to match the medium used to transmit
them
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A Perceptual Model of Communication
• Selecting a Medium – depends on the
nature of the message, its intended
purpose, type of audience, proximity to the
audience, time horizon for disseminating
the message, personal preferences, and
the complexity of the problem/situation at
hand
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A Perceptual Model of Communication
Potential Media:
• Face-to-face conversations
• Telephone calls
• E-mail
• Voice mail
• Videoconferencing
• Written memos or letters
• Photographs or drawings
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A Perceptual Model of Communication
• Decoding – consists of translating verbal,
oral, or visual aspects of a message into a
form that can be interpreted
• Feedback – receives encodes a response
and then transmits it to the original sender
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A Perceptual Model of Communication
• Noise –
interference with
the transmission
and understanding
of a message
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Barriers to Effective Communication
Process Barriers:
• Sender barrier
• Encoding barrier
• Message barrier
• Medium barrier
• Decoding barrier
• Receiver barrier
• Feedback barrier
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Barriers to Effective Communication
Personal Barriers:
• Ability to effectively communicate
• Way people process and interpret
information
• Level of interpersonal trust between people
• Stereotypes and prejudices
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Barriers to Effective Communication
Personal Barriers:
• Egos
• Poor listening skills
• Natural tendency to evaluate or judge the
sender’s message
• Inability to listen with understanding
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Barriers to Effective Communication
Physical Barriers:
• Distance between employees
• Time zone differences
• Work and office noise
• Quality of telephone lines
• Crashed computers
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Barriers to Effective Communication
• Semantics – study of words
• Semantic barriers – encoding and
decoding errors that involve transmitting
and receiving
- Fueled by the use of jargon and acronyms
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Interpersonal Communication
• Communication
competence –
ability to effectively
use communication
behaviors in a given
context
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Communication Competence Affects
Upward Mobility
Figure 12-2
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Assertiveness, Aggressiveness, and
Nonassertiveness
• Assertive style - expressive and selfenhancing, but does not take advantage of
others.
• Aggressive style - expressive and selfenhancing, but takes advantage of others
• Nonassertive style - timid and selfdenying behavior.
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Communication Styles
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Sources of Nonverbal Communication
• Nonverbal Communication - messages
sent outside of the written and spoken
word
• Sources:
• Body movement and gestures
• Touch
• Facial expression
• Eye contact
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Advice to Improve
Nonverbal Communication Skills
Positive nonverbal actions include the
following:
• Maintain eye contact
• Nod your head to convey that you are listening
or that you agree
• Smile and show interest
• Lean forward to show the speaker you are
interested
• Use a tone of voice that matches your
message
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Advice to Improve
Nonverbal Communication Skills
• Negative nonverbal actions include the
following:
• Avoiding eye contact and looking away from
the speaker
• Closing your eyes or tensing your facial
muscles
• Excessive yawning
• Using body language that conveys
indecisiveness or lack of confidence
• Speaking too fast or too slow
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Active Listening
• Listening - actively decoding and
interpreting verbal messages.
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Question?
Which listening style integrates information
by focusing on relationships among
ideas?
A. Appreciative
B. Empathetic
C. Comprehensive
D. Discerning
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Listening Styles
• Appreciative – listens for pleasure,
entertainment, or inspiration
• Empathetic – interprets messages by
focusing on emotions and body language
• Comprehensive – organizes specific
thoughts and actions and integrates this
information by focusing on relationships
among ideas
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Listening Styles
• Discerning – attempt to understand the
main message and determine important
points
• Evaluative – listen analytically and
continually formulate arguments and
challenges to what is being said
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The Keys to Effective Listening
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Women and Men Communicate Differently
• Linguistic style – person’s characteristic
speaking pattern
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Internet/Intranet/Extranet
• Internet - a global network of computer
networks.
• Intranet - an organization’s private internet.
• Extranet - connects internal employees
with selected customers, suppliers, and
strategic partners
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Electronic Mail
• Electronic Mail - uses the Internet/Intranet
to send computer-generated text and
documents
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Benefits of E-mail
1. Reduces the cost of distributing
information to a large number of
employees
2. Tool for increasing teamwork
3. Reduces the costs and time associated
with print duplication and paper
distribution
4. Fosters flexibility
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Drawbacks to E-mail
1. Can lead to a lot of wasted time and
effort
2. People overestimate their ability to
effectively communicate via e-mail
3. Information overload
4. People are using e-mail to communicate
when they should be using other media
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Additional Issues with E-mail
1. E-mail only works when the party you
desire to communicate with also gets it
2. Speed of getting a response is
dependent on how frequently the
receiver examines his messages
3. Many companies do not have policies for
using email
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Blogs
• Blog – online journal in which people
comment on any topic
Read an example of
BusinessWeek’s Blog
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Videoconferencing
• Videoconferencing – uses video and
audio links along with computers to enable
people in different
locations to see,
hear, and talk with
one another
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Group Support Systems
• Group support systems – using computer
software and hardware to help people work
better together
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Teleworking
• Teleworking – (telecommuting) a work
practice in which an employee does part of
his job in a remote location using a variety
of information technologies
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Benefits of Telework
1. Reduction of capital costs
2. Increased flexibility and autonomy for
workers
3. Competitive edge in recruitment
4. Increased job satisfaction and lower
turnover
5. Increased productivity
6. Tapping nontraditional labor pools
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Video: Job Threat
Paul Solman reports
on how technology
is threatening
traditional jobs.
(8:24)
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