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Communicating in
the Digital Age
Chapter 14
McGraw-Hill/Irwin
Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.
© 2008The McGraw-Hill Companies, Inc. All rights reserved.
Ch. 14 Learning Objectives
1. Describe the perceptual process model of
communication.
2. Describe the barriers to effective communication.
3. Contrast the communication styles of assertiveness,
aggressiveness, and nonassertiveness.
4. Discuss the primary sources of both nonverbal
communication and listener comprehension.
5. Review the five dominant listening styles and 10
keys to effective listening.
14-2
Ch. 14 Learning Objectives
6. Describe the communication differences between men
and women, and explain the source of these differences.
7. Discuss the formal and informal communication
channels.
8. Explain the contingency approach to media selection.
9. Describe the Internet Generation and discuss the pros and
cons of teleworking.
10. Specify practical tips for more effective e-mail and cell
phone etiquette.
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Your Experience
What are the goals of work-related
communication?
How do you know effective
communication took place?
What indications does the
communication sender have that the
message is not understood?
14-4
A Perceptual Model of Communication
14-5
Process Barriers to Effective
Communication
14-6
Personal Barriers to Effective
Communication
1)
2)
3)
4)
5)
6)
7)
8)
9)
Variable skills in communicating
effectively
Variations in how information is
processed and interpreted
Variations in personal trust
Stereotypes and prejudices
Big egos
Poor listening skills
Natural tendency to evaluate other’s
messages
Inability to listen with understanding
Nonverbal communication
14-7
Other Barriers to Effective
Communication
Physical barriers the
distance between
employees can interfere
with effective
communication
Semantic barriers
encoding and decoding
errors—involve transmitting
and receiving words and
symbols—fueled by the use
of jargon and unnecessary
words
14-8
Test Your Knowledge
A computer sales person relies on
technical jargon to explain aspects of a
computer system to his non-technical
customer. Which type of barrier exists?
a. Semantic barrier
b. Physical barrier
c. Medium barrier
d. Feedback barrier
14-9
Communication Styles
Communication
Style
Assertive
Description
Pushing hard
without
attacking;
permits others
to influence
outcome:
expressive and
self-enhancing
without
intruding on
others
Nonverbal
Behavior Pattern
Verbal Behavior
Pattern
 Good eye
contact
 Comfortable,
but firm posture
 Strong, steady,
and audible
voice
 Facial
expressions
matched to
message
 Appropriately
serious tone
 Selective
interruptions to
ensure
understanding
 Direct and
unambiguous
language
 No attributions
or evaluations of
other’s behavior
 Use of “I”
statements and
cooperative
“we” statements
14-10
Communication Styles
Communication
Style
Aggressive
Description
Taking
advantage of
others;
expressive
and selfenhancing at
others’
expense
Nonverbal
Behavior Pattern
Verbal Behavior
Pattern
 Glaring eye
contact
 Moving or
leaning too
close
 Threatening
gestures
 Loud voice
 Frequent
interruptions
 Swear words
and abusive
language
 Attributions
and
evaluations of
others’
behavior
 Sexist or
racist terms
 Explicit
threats or
put-downs
14-11
Communication Styles
Communication
Style
Nonassertive
Description
Nonverbal
Behavior Pattern
 Little eye
Encouraging
contact
others to take
advantage of  Downward
glances
us; inhibited;
 Slumped
self-denying
posture
 Constantly
shifting
weight
 Wringing
hands
 Weak or whiny
voice
Verbal Behavior
Pattern
 Qualifiers
 Fillers
 Negaters
14-12
Nonverbal Communication
Nonverbal
Communication
messages sent outside of
written or spoken word
• Experts estimate 65 to
90% of every
conversation is
nonverbal
What are examples of
nonverbal
communication?
14-13
Test Your Knowledge
During a job interview, Charlie, the
interviewer stared intently at the candidate
while he talked, constantly nodded his head to
show understanding, and leaned over the
table towards the candidate. Charlie’s
nonverbal communication is:
a. Effective, he did all the right things
b. Over the top, he would make me uncomfortable
c. Pretty good, he just shouldn’t have leaned over
the table
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Active Listening
Five Dominant Styles
Appreciative
Empathetic
Comprehensive
Discerning
Evaluative
14-15
Keys to Effective Listening
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
Capitalize on thought speed
Listen for ideas
Find an area of interest
Judge content, not delivery
Hold your fire
Work at listening
Resist distractions
Hear what is said
Challenge yourself
Use handouts, overheads, or
other visual aids
14-16
Gender Differences in Communication
1) Men are less likely to ask for information or directions
2) In decision making, women are more likely to
downplay their certainty; men are more likely to
downplay their doubts
3) Women apologize even when they have done nothing
wrong. Men avoid apologies as signs of weakness or
concession
4) Women accept blame as a way of smoothing
awkward situations. Men ignore blame and place it
elsewhere
5) Women temper criticism with positive buffers. Men
give criticism directly
14-17
Gender Differences in Communication
Women insert unnecessary and unwarranted “thankyou’s” in conversations. Men avoid thanks altogether
7) Women ask “What do you think?” to build consensus.
Men perceive that question as a sign of incompetence
and lack of confidence
8) Women give directions in indirect ways
9) Men usurp (take) ideas stated by women and claim them
as their own. Women allow this process to take place
without protest
10) Women use softer voice volume to encourage persuasion
and approval. Men use louder voice volume to attract
attention and maintain control
6)
14-18
Formal Communication Channels
Follow the chain of command or organizational
structure
Vertical – up and down the organization
Horizontal - communicating within and between
work units
External – communicating with others outside the
organization
What are examples of vertical, horizontal and
external communication?
14-19
Grapevine Patterns
E
K
H
Y
G
F
D
C
E
D
C
I
B
G
F
B
B
C
H
I
K
Gossip—one tells all
A
Single strand—each tells
one other
D
J
J
J
A
X
B
A
Probability—each
randomly tells
others
Cluster—some tell
selected others;
most typical
I
D
C
F
A
14-20
Informal Communication Channels
Grapevine - unofficial communication system of
informal organization and encompasses all types of
communication media
• Moles
• Liaisons
Management by Walking Around
• Managers literally walk around an talk to people across
lines of authority
• How would this work in a virtual working
environment?
14-21
Test Your Knowledge
True (A) or False (B)?
1. The Grapevine is only 30% accurate
2. The grapevine moves a lot faster than formal
communication channels.
3. Organizational moles use the grapevine to
their personal advantage.
4. Managers should try to control or stop the
grapevine because of it’s negative impact on
the organization.
14-22
Contingency Model for Selecting
Communication Media
Richness of Communication Medium
Rich
Overload zone
Face-to-face
Interactive media
Personal
static media
Oversimplification zone
Impersonal
static media
Lean
Low
Complexity of Problem/Situation
High
14-23
Protecting Against Security and
Privacy Breaches on the Internet
Pick strong passwords
Use different passwords
Don’t reveal sensitive information
Don’t share files on services like Google Docs
14-24
Protecting Against Security and
Privacy Breaches on the Internet
Keep data whose disclosure would create a
legal liability on personal storage devices
Avoid file-sharing services
Apply the latest security updates
14-25
Internet Generation Norms
Freedom
Customization
Scrutiny
Integrity
Collaboration
Entertainment
Speed
Innovation
14-26
Telecommuting
Problems
Benefits
Work-life
balance
Green
Isolation
Employer
attractiveness
Career
implications
Takes selfdiscipline
Productivity
gains
Reduced
capital costs
14-27
Managing Email
Don’t assume e-mail is confidential
Be professional and courteous
Avoid sloppiness
Don’t use e-mail for volatile or complex issues
Keep messages brief and clear
Save people time
Be careful with attachments
14-28
Cell Phone Etiquette
Thou Shalt Not
Forget to
Subject
turn cell
Set
others to
phone off
ringer to
cell phone annoying during
public
convertones
perforsations
mances
Dial
while
driving
Speak
louder
on cell
phone
14-29