Chapter Twelve Communicating in the Digital Age Mc

Chapter Twelve Communicating in the Digital Age Mc. Graw-Hill/Irwin Copyright © 2010 The Mc. Graw-Hill Companies, Inc. All rights reserved.

After reading the material in this chapter, you should be able to: • Describe the perceptual process model of communication • Describe the process, personal, physical, and semantic barriers to effective communication • Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness • Discuss the primary sources of nonverbal communication 12 -2

After reading the material in this chapter, you should be able to: • Review the five dominant listening styles and 10 keys to effective listening • Explain the information technology of Internet/intranet/extranet, e-mail, instant messaging, handheld devices, blogs, videoconferencing/telepresence, and group support systems, and explain the related use of teleworking 12 -3

Basic Dimensions of the Communication Process • Communication - the exchange of information between a sender and receiver and the inference of meaning between the individuals involved 12 -4

A Perceptual Model of Communication Figure 12 -1 12 -5

A Perceptual Model of Communication • Sender - person wanting to communicate informationthe message • Receiver - person, group, or organization for whom the message is intended • Encoding - translates thoughts into code or language that can be understood by others 12 -6

Question? Alexa is informing her subordinates that the expense reimbursement policy for travel has been significantly modified. Alexa would be considered which of these? A. B. C. D. Decoder Medium Sender Noise 12 -7

A Perceptual Model of Communication • Selecting a Medium - depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand 12 -8

A Perceptual Model of Communication • Decoding - occurs when receivers receive a message - process of interpreting and making sense of a message • Feedback - receives expresses a reaction to the sender’s message 12 -9

A Perceptual Model of Communication • Noise - interference with the transmission and understanding of a message 12 -10

Barriers to Effective Communication 1. Personal barriers - any individual attribute that hinders communication 2. Physical barriers 3. Semantic barriers 12 -11

Personal Barriers 1. Variable skills in communicating effectively 2. Variations in how information is processed and interpreted 3. Variations in personal trust 4. Stereotypes and prejudices 5. Big egos 12 -12

Personal Barriers (cont. ) 6. Poor listening skills 7. Natural tendency to evaluate other’s messages 8. Inability to listen with understanding 9. Nonverbal communication 12 -13

Physical Barriers 1. 2. 3. 4. 5. Time zone differences Telephone-line static Distance from others Crashed computers Office design 12 -14

Question? Laura works at an office with low-walled cubicles. There is often a lot of background noise and Laura has trouble hearing clients on the phone. This is an example of a ____ barrier. A. B. C. D. Process Physical Personal Semantic 12 -15

Barriers to Effective Communication • Semantics - study of words • Semantic barriers - problems with language in communication - fueled by the growing trend to outsource customer service operations to foreign countries like India - jargon 12 -16

Interpersonal Communication • Communication competence - ability to effectively use communication behaviors in a given context 12 -17

Communication Competence Affects Upward Mobility Figure 12 -2 12 -18

Assertiveness, Aggressiveness, and Nonassertiveness • Assertive style - expressive and self-enhancing, but does not take advantage of others. • Aggressive style - expressive and self-enhancing, but takes advantage of others • Nonassertive style - timid and self-denying behavior. 12 -19

Question? Sam has an expressive and self-enhancing communication style, which is based on the notion that it is not right or good to violate our own or others' basic human rights. Sam can be described as having which of these styles? A. Aggressive B. Nonassertive C. Nonverbal D. Assertive 12 -20

Communication Styles 12 -21

Sources of Nonverbal Communication • Nonverbal Communication - messages sent outside of the written and spoken word • Sources: - Body movement and gestures - Touch - Facial expression - Eye contact 12 -22

Question? Travis was in a meeting with his supervisor regarding sales analysis. Travis had his arms folded and legs crossed. Travis's nonverbal behavior communicated which of these? A. B. C. D. Semantics Defensiveness Aggressiveness Immediacy 12 -23

Active Listening • Listening - actively decoding and interpreting verbal messages. 12 -24

Listening Styles • Appreciative - listens for pleasure, entertainment, or inspiration • Empathetic - interprets messages by focusing on emotions and body language 12 -25

Question? Dr. Philip interprets messages by focusing on emotions and body language. His listening style can be described as _____. A. Appreciative B. Empathetic C. Discerning D. Evaluative 12 -26

Listening Styles • Comprehensive - organizes specific thoughts and actions and integrates this information by focusing on relationships among ideas 12 -27

Listening Styles • Discerning - attempt to understand the main message and determine important points • Evaluative - listen analytically and continually formulate arguments and challenges to what is being said 12 -28

The Keys to Effective Listening 12 -29

Women and Men Communicate Differently • Women are more likely to share credit for success, ask questions, and tactfully give feedback • Men are more likely to boast, to bluntly give feedback, and less likely to admit fault or weakness 12 -30

Communication in the Computerized Information Age • Multicommunicating - the use of technology to participate in several interactions at the same time 12 -31

Internet/Intranet/Extranet • Internet - a global network of computer networks. • Intranet - an organization’s private internet. • Extranet - connects internal employees with selected customers, suppliers, and strategic partners 12 -32

Question? Wal-Mart has established their computer networking system as such that it connects the stores and company individuals with their suppliers and key strategic partners. This can be described as a(n) A. B. C. D. Telecommuting Intranet Extranet Videoconferencing 12 -33

Benefits of E-mail 1. Reduced the cost of distributing information 2. Increased teamwork 3. Reduced paper costs 4. Increased flexibility 12 -34

Drawbacks to E-mail 1. Wasted time and effort 2. Information overload 3. Increased costs to organize, store, and monitor usage 4. Neglect of other media 12 -35

Videoconferencing/Telepresence • Videoconferencing - uses video and audio links along with computers to enable people in different locations to see, hear, and talk with one another 12 -36

Videoconferencing/Telepresence • Telepresence - advanced form of teleconferencing - requires specially designed rooms with multiple cameras, sound-damping equipment and high-definition video screens 12 -37

Benefits of Videoconferencing and Telepresence • Systems can reduce an organization’s travel expenses • Allow people working across the world to participate in the innovation process on an as needed basis • Allow employees to speed up the decision making process 12 -38

Group Support Systems • Group support systems - using computer software and hardware to help people work better together - have demonstrated increased productivity and cost savings 12 -39

Teleworking • Teleworking - a work practice in which an employee does part of his job in a remote location using a variety of information technologies - Also called telecommuting 12 -40

Supplemental Slides • Slides 42 -46 contain extra non-text examples to integrate and enhance instructor lectures - Slide 42: Texting Etiquette Slide 43: Off-Duty Blogging Slide 44: Blogs Slide 45 -46: Video discussion slides 12 -41

Texting Etiquette • When with someone, ask permission to check or send texts • Set rules with family and friends • Don’t text anything you would not want sent to someone else • Follow school or workplace rules for cell phone usage • Don’t text about sex Source: Text-Messaging etiquette? 4 getit, Arizona Republic, 12/12/06, p. A 1, A 4 12 -42

Off-Duty Blogging • You have three employees…. - Greg blogs about his company’s employment practices - Sue blogs about sexually fantasies - Diane blogs about her strong political views • All three are excellent employees… your CEO says you need to fire each of them. Do you? Can you legally? 12 -43

Blogs • Blog - online journal in which people comment on any topic Read an example of Business. Week’s Blog 12 -44

Video: A Week Without Technology: Could You Do It? • What business processes are affected by the presence or lack of technology? Is it possible for a company to be competitive today without technology? • How is the perceptual model of communication different when technology is used than if it were not? Which types of communication barriers might be different? • How are the non-verbal aspects of communication affected by technology? • How would you do in Dennis’s situation - could you have lasted the full week? 12 -45