Download Chapter 11

Chapter 11
Communicating For
Effectiveness
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Learning Objectives
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Describe the communication process.
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.
Outline the four steps in the communication process.
Describe the importance of using language in
effective communication.
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Learning Objectives (contd.)
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Discuss ten guidelines for developing effective
listening habits.
Identify four ways for improving writing skills.
Explain the four parts of PLAN (purpose, logistics,
audience, nonverbal communication) for improving
speaking skills.
Discuss gender differences in communication style.
Describe technology’s impact on communication.
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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
Message is
thought through
AND
put into words and/or
symbols
Message is
transmitted via a
particular medium
Encoding Process
(Sender)
Transmission
(Channel)
Message is received
AND
decoded and interpreted
Decoding Process
(Receiver)
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Table 11.1
The Association of Moods With Colors
(Selected)
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
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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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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 do
what was expected
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Empathy
… means putting oneself in
another person’s place
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Proxemics
… deals with the way
people use physical space
to communicate
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Some Communication Differences Between
Men and Women
Table 11.3
Linguistic
Characteristic
Men
Women
Asking questions
Not very likely to do so
More likely to do so
than men
Giving feedback
Tend to be blunt and
direct
Tend to be tactful and
to temper criticism with
praise
Offering compliments
Restrictive with their
praise
Fairly generous with
their praise
Showing confidence
Not very likely to
indicate when they are
unsure about
something
More likely to indicate
uncertainty about an
issue
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Table 11.3 (contd.)
Linguistic
Characteristic
Men
Women
Making apologies
Tend to avoid saying they
are sorry because it
makes them “look bad”
More likely to say “I’m
sorry” when they make
a mistake
Taking credit
More likely to take credit
for achievements (“I did
that”
More likely to share
credit (“we did that”
Use of indirectness
More likely to be indirect
when admitting they do not
know something or admitting
that they made a mistake
(“This report was late” rather
than “I was late submitting
the report”)
More likely to be indirect
when telling others
something that needs to
be done (“This is what
needs to be done” rather
than “This is what I want
you to do”)
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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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