1. Chapter 10 Communication

2. Functions of Communication
Control
Motivate
Express emotions
Exchange information

3. The Communication Model
Communication is the exchange of information between people. It occurs when one person understands and responds to a message that has been sent by someone else. The communication process consists of the following:
The sender creates a message by encoding or putting it in a certain format to send to the receiver. A variety of media or communication methods can be used. Before it reaches its intended receiver, the message can be distorted by noise--all the factors that interfere with and distort communication. The receiver decodes the message by translating it into an understandable form. Then, the receiver provides feedback to indicate that the message was received and understood. Feedback can close the communication loop and complete the process, or it can start further communication.
The basic communication process seems simple. However, at any time, effective communication can be prevented by distortions or obstacles. 3

4. What constitutes “noise”?
culture/style differences, e.g.:
nonverbals, gender norms, ritual patterns, etc.
poor encoding and decoding KSAs
language proficiencies KSAs, e.g.:
accents, dialects, foreign speakers
emotional states of conversants
perceptual filters/differences
jargon and technical vocabulary differences
status differences between conversants
information overload
the relationship itself
other??

5. Interpersonal Communication
Oral
Written
Non-verbal

6. Oral Communication Advantages: Disadvantages: Speed Feedback
Potential for distorted messages
Content at target different from original

7. Written Communication
Advantages
Disadvantages
Tangible record
Indefinite storage (e.g., available for reference)
Generally demands well thought-out, logical and clear expression
Time consuming
Lack of immediate feedback
Uncertain as to how expressions will be interpreted

8. Computer-Aided Communication
Instant messaging
Intranet and Extranet links
Video-conferencing

9. Non-verbal Communication
The two most important nonverbal
messages we send:
Extent of liking and interest
Relative perceived status differences

10. Non-verbal Communication (cont.)
Categories of Non-verbal Messages:
Intonations (paralinguistics)
Facial and body movements/expressions (occulesics, kinesics)
Physical distance (proxemics)

11. Cultural Context High-context cultures: Low-context cultures:
Rely heavily on subtle situational and other nonverbal cues.
Examples include:
Japan
China
Korea
Vietnam
Arab cultures
Low-context cultures:
Rely heavily on specific meaning and definitions of words.
Examples include:
Britain/U.K.
North America
Scandinavia
Switzerland
Germany

12. A Cross-Cultural Guide
Assume differences until similarity is proved
Emphasize description in the messages
(rather than interpretation or evaluation)
Practice empathy
If you must interpret something, treat your
interpretation as a “working hypothesis”