1. Ch. 15: Interpersonal Communication Communication ◦ Transmission of information and meaning from one party to another through the use of shared symbols

2. Interpersonal Communication Sender initiates process by conveying information to receiver —for whom the message is intended. Sender has a meaning he/she wishes to communicate and encodes the meaning into symbols (words chosen for the message). Sender transmits (sends) message through some channel, such as verbal or written medium.

3. Interpersonal Communication Receiver decodes message (e.g., reads it) and attempts to interpret sender’s meaning. Receiver may provide feedback to sender by encoding a message in response to sender’s message.

4. Interpersonal Communication Noise ◦ interference in the system ◦ blocks perfect understanding. Examples of Noise ◦ ringing telephones ◦ thoughts about other things ◦ simple fatigue or stress.

5. One-Way versus Two-Way Communication One-way communication ◦ A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

6. A Model of One-Way Communication Figure 15.1

7. One-Way versus Two-Way Communication Two-way communication ◦ Process in which information flows in two directions ◦ Receiver provides feedback ◦ Sender is receptive to the feedback.

8. Communication Pitfalls Perception ◦ The process of receiving and interpreting information Filtering ◦ Process of withholding, ignoring, or distorting information

9. What Do I Do if They Don’t Speak My Language?

11. Oral and Written Channels Oral communication ◦ face-to-face discussion, phone conversations, formal presentations and speeches, etc. Written communication ◦ e-mail, memos, letters, reports, computer files, and other written documents

12. Oral Communication AdvantagesDisadvantages Questions can be asked and answered Feedback is immediate and direct More persuasive It can lead to spontaneous, ill- considered statements (and regret) There is no permanent record of it

13. Written Communication AdvantagesDisadvantages Message can be revised several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message Sender has no control over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message

14. Information Overload

15. Advantages of Electronic Communication 1. The sharing of more information 2. The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas 3. Can reduce time and expenses devoted to traveling, photocopying, and mailing

16. Disadvantages of Electronic Communication 1. Difficulty of solving complex problems that require more extended, face-to-face interaction 2. Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying 3. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

17. Virtual Office Mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

18. Media Richness Degree to which a communication channel conveys information.

19. Adding Power to Your Presentation

21. Nonverbal Skills 1. Use time appropriately 2. Make your office arrangement conducive to open communication 3. Monitor your body language

22. Listening Reflection ◦ Process by which a person states what he or she believes the other person is saying

23. Ten Keys to Effective Listening Find an area of interest Judge content, not delivery Hold your fire Listen for ideas Be flexible Resist distraction Exercise your mind. Keep your mind open Capitalize on thought speed Work at listening

24. Organizational Communication Downward communication ◦ Information that flows from higher to lower levels in the organization’s hierarchy

25. Information Loss in Downward Communication Figure 15.2

26. Organizational Communication Coaching ◦ Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

27. Organizational Communication Open-book management ◦ Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only

28. Organizational Communication Upward communication ◦ Information flows from lower to higher levels in organization’s hierarchy.

29. Informal Communication Grapevine ◦ social network of informal communications. ◦ provides people with information ◦ helps them solve problems ◦ teaches them how to do their work successfully

30. Boundarylessness Boundaryless organization ◦ Organization with no barriers to information flow ◦ Information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

31. Organizational Communication Horizontal communication ◦ Information shared among people on the same hierarchical level ◦ allows sharing of information, coordination, and problem solving among units ◦ helps solve conflicts ◦ provides social and emotional support to people.