Scribd
Upload
47 views22 pages

L14 Communication S

This document provides an overview of communication concepts including: - The communication process model which outlines how a message is encoded, transmitted through a channel, received, and decoded. It also discusses potential communication barriers. - Nonverbal communication which accounts for 93% of delivered messages through body language, facial expressions, gestures, etc. - Cross-cultural communication differences between high-context and low-context cultures and four rules to enhance cross-cultural understanding.

Uploaded by

jnfz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
47 views22 pages

L14 Communication S

This document provides an overview of communication concepts including: - The communication process model which outlines how a message is encoded, transmitted through a channel, received, and decoded. It also discusses potential communication barriers. - Nonverbal communication which accounts for 93% of delivered messages through body language, facial expressions, gestures, etc. - Cross-cultural communication differences between high-context and low-context cultures and four rules to enhance cross-cultural understanding.

Uploaded by

jnfz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 22

Chapter 11

Communication
Prof. Christy Zhou Koval
Spring 2017

1
2
Learning objectives

• Basic concepts
• Communication process model
 Communication barriers
• Nonverbal communication
• Cross-cultural communication

3
Communication
• The process by which information is transmitted
and understood between two or more people

• Transmitting the sender’s intended meaning is


the essence of good communication

4
Direction of Communication
Direction of Communication in
Organizations

Downward

Lateral

Upward

5
Learning objectives

• Basic concepts
• Communication process model
 Communication barriers
• Nonverbal communication
• Cross-cultural communication

6
Communication process model

Sender Channel Receiver


Transmit
Message Receive
Form Encode Decode
encoded
message message message
message

Noise

Decode Receive Encode Form


feedback feedback feedback feedback
Transmit
Feedback
Learning objectives

• Basic concepts
• Communication process model
 Communication barriers
• Nonverbal communication
• Cross-cultural communication

8
Communication Barriers

Perception Language

Information
Filtering
Overload

9
Communication barriers
• Perception: Our perceptual process are
imperfect

Selective attention
Attitudes
Interests

Needs
Expectations

Backgrounds

10
Communication barriers
• Filtering:
• Willful distortion of information.
• https://www.youtube.com/watch?v=Zh6NzOHO
U8s

• In organizations, usually arise in upward


communication.
 Employees tend to pass only those messages
that create positive impression about them.

11
Communication barriers
• Language
 Ambiguity
• The passerby helps dog bite victim
• John took off his trousers by the bank
• I rode a black horse in red pajamas

 Jargon

12
Communication barriers
• Language
 Ambiguity
 Jargon
 Actual language spoken (e.g., English vs.
Cantonese)
• Examples of language based miscommunication?

Lost in Translation

13
Communication barriers
Information Overload
Episodes of
information
overload

People’s
information
processing
capacity

Information Load

14
Time
Communication Barriers
• Information Overload:

15
Learning objectives

• Basic concepts
• Communication process model
 Communication barriers
• Nonverbal communication
• Cross-cultural communication

16
Communications 101

• A message is delivered using….


 Words
 Non-Verbal
• Correct tone and inflection
• Body Language

• Words = 7%
• All the rest = 93%

Actions DO speak louder than words.


Non-verbal Communication
• Nonverbal Communication Channel
 Actions, facial expressions, gestures, voice intonation, physical
distance, silence

• Nonverbal behavior expresses


 Like and dislike
 Dominance or submissiveness (status)
 Amount of reaction (interest)

• Expressed through
 Voice intonation
 Eye contact
 Etc.
Learning objectives

• Basic concepts
• Communication process model
 Grounding
 Communication barriers
• Nonverbal communication
• Cross-cultural communication

19
Cultural context
• High-context cultures

Cultures that rely heavily on


nonverbal & subtle situational cues in communication

• Low-context cultures

Cultures that rely heavily on


word to convey meaning in communication

20
High- vs. Low- Context Cultures

Anticipate the
need of the
others!
More perspective
taking!

Video on High vs. Low context Cultures


https://www.youtube.com/watch?v=qKViQSnW-UA
21
Four rules enhance
cross-cultural communication

4 rules enhance cross-cultural communication :

1. Assuming differences until similarity is proven

2. Emphasizing description (factual)

rather than interpretation / evaluation (subjective)

3. Practicing empathy
- Try to imagine yourself in the recipient’s shoes

4. Testing your interpretations

22

You might also like