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

2. Receiver
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FormForm
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Sender
FormForm
messagemessage
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messagemessage
DecodeDecode
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Transmit
Message
Transmit
Feedback
ReceiveReceive
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Noise
Communication Process Model

3. Communication Barriers
• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information Overload

4. 9-14
The HURIER Model:
Components of Effective Listening
Hearing
(paying careful
attention to what
is being said)
Understanding
(comprehending
the messages
being sent)
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)
Evaluating
(not immediately
passing judgment
on the message
being sent)
Interpreting
(not reading anything
into the message the
sender is communicating)

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

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

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

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

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

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

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

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

16. 14
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.”

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

18. Men Women
Gender Communication
Differences
Gives advice
quickly and
directly
Gives advice
indirectly and
reluctantly
Report talk Rapport talk
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
ACTIVE
LISTENING
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest
EVALUATING
• Empathize
• Organize information
RESPONDING
• Show interest
• Clarify the message

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