1. Four Functions of Communication
Knowledge management
Decision making
Coordinating work activities
Fulfils relatedness needs

2. Communication Process Model
Sender
Transmit
Message
Receiver
Receive
encoded
message
Form
message
Encode
message
Decode
message
Noise
Form
feedback
Decode
feedback
Receive
feedback
Encode
feedback
Transmit
Feedback

3. Communication Barriers
Perceptions
Filtering
Language
Jargon
Ambiguity
Information Overload

4. The HURIER Model: Components of Effective Listening
9-14
The HURIER Model: Components of Effective Listening
Understanding
(comprehending
the messages
being sent)
Hearing
(paying careful
attention to what
is being said)
Remembering
(being able to
recall the message
being sent)
Effective Listening
Responding
(replying to the
sender, letting
him or her know
you are paying
attention)
Interpreting
(not reading anything
into the message the
sender is communicating)
Evaluating
(not immediately
passing judgment
on the message
being sent)

5. Information Overload Information Load Time
Episodes of information overload
Employee’s information processing capacity
Information Load
Time

6. Overload: Problem Solved
Message A
Person
Overload
(too many messages
reaching a person
at once)
Message B
Message C
Solutions:
Message A
Gatekeeper
Person
Use gatekeepers to
control the number
of incoming
messages received
Message B
Message C
Message C
Person
Use queuing to
present messages
in order
Message A Message B Message C

7. 9-5
Oral vs. Written Communication: Preference for Media Depends on the Message
Oral media are
preferred for
sending ambiguous
messages.
Written media are
preferred for sending
clear messages. 10 20 30 40 50 60 70 80 90
(88.3)
Oral Media
(67.9)
Mean Percentage of Managers Preferring Media
Written Media
(32.1)
(11.3)
Extremely
ambiguous
messages
Extremely
clear
messages

8. Communicating Through E-mail
Advantages of
Messages quickly formed, edited, sent, and stored
Needs little coordination
Random information access
Fewer social status barriers
Problems with
Information overload
Flaming
Interpreting emotions
Lacks empathy or social support

9. Guessing E-Mail Emoticons
:-)
Happy
Smirk
Dumb question
OOPS!
Tongue in cheek
Hug
:-}
<:-)
:-X
:-j {}

10. Nonverbal Communication
Actions, gestures, facial expressions, etc.
Transmits most info in face-to-face meetings
Influences meaning of verbal and written symbols
Less rule bound than verbal communication
Important part of emotional labour

11. Hierarchy of Media Richness
Overloaded
Zone
Face-to-face
Telephone
Media
Richness
Oversimplified
Zone
Newsletters
Lean
Routine/
Clear
Nonroutine/
Ambiguous
Situation

12. Communicating in Hierarchies
Workspace design
Employee surveys
Newsletters and e-zines
Management by walking around

13. Grapevine Characteristics
Transmits information very rapidly in all directions
Relatively accurate, but deletes details and exaggerates key points
More active in homogeneous groups who easy communication access
Most active when employees are anxious
Usually follows a cluster chain pattern

14. Personal Communication Style
The Nobel
(someone who says
what’s on his or
her mind)
The Magistrate
(blend between
Noble and Socratic)
The Socratic
(someone who likes to
argue his or her
points fully)
The Senator
(sometimes Noble and
sometimes Reflective)
The Candidate
(blend between
Socratic and Reflective)
The Reflective
(someone who would
rather say nothing
than to hurt someone
else’s feelings)

15. Internal vs. External Communications: Is There a Difference?
More
Statements
Threats were used more
than opportunities when
communicating internally.
Opportunities were used
more than threats when
communicating externally.
External
statements
Relative Proportion of Statements
Internal
statements
Fewer
Statements
Threats
Opportunities
Focus of Statements

16. A MEMO THAT LEAVES YOU SCRATCHING YOUR HEAD:
WHAT DID HE SAY?
ORIGINAL MESSAGE:
“As per your subject memo; we are researching the history of Price Promotion #18B to
establish why the new price sheets were not received by the sales force in advance of
the effective date of the promotion. It is unclear from your memo how widespread the
problem was or if it was just isolated in certain geographies. Therefore, we will need
additional facts on where you think the problem occurred. As you know, we have
gotten complaints from sales people in the past that they did not receive the promotions
only to find out later that they had lost them due to their own disorganization.”
TRANSLATION:
“We screwed up but are not going to admit it.”
IMPROVED MESSAGE:
“Thanks for bringing the problem with this promotion to my attention. It looks like
we screwed up at this end in getting the proofs to the printer on schedule. My staff
and I feel badly about this and will take steps to provide better service.” 14

17. Cross-Cultural Communication
Verbal differences
Language
Nonverbal differences
Voice intonation
Interpreting nonverbal meaning
Importance of verbal versus nonverbal
Silence and conversational overlaps

18. Gender Communication Differences
Men
Women
Report talk
Rapport talk
Gives advice quickly and directly
Gives advice indirectly and reluctantly
Avoids asking for information
Frequently asks for information
Less sensitive to nonverbal cues
More sensitive to nonverbal cues

19. Gender Issues in Leadership
Male and female leaders have similar task- and people-oriented leadership.
Participative leadership is used more often by female leaders.
Women rated less favourably than equivalent male leaders due to stereotyping.

20. Getting Your Message Across
Empathize
Repeat the message
Use timing effectively
Be descriptive

21. Active Listening Process and Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest
ACTIVE
LISTENING
RESPONDING
• Show interest
• Clarify the message
EVALUATING
• Empathize
• Organize information

22. Persuasive Communication
Communicator
Characteristics
• Expert
• Credibility
• Attractive
Audience
Characteristics
• Self-esteem
• Inoculated
Communication Medium
Message
Content
• Present all sides
• Few arguments
• Emotional appeals
• Inoculation effect