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Communication and Conflict

BUSI 2101 Chapter 7

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Communication

Communication is perhaps the most vital issue we deal with in interpersonal behaviour In almost every organization, where problems occur, communication is a major issue Much of the material in this course relies on our ability to effectively communicate our thoughts and emotions to others Unless human beings develop telepathy – communication becomes a critical impediment to our understanding of and effective interaction with others

BUSI 2101 Introduction to Organizational Behaviour 2

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A Model of Communication

OB Communication Model

Encoding Message Selection Media Selection

Transmission

Message Received Decoding

NOISE

Feedback

Sender

BUSI 2101 Introduction to Organizational Behaviour

Receiver

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Elements of Communication

OB Selecting a Channel

Richness vs. Reach Symbolic meaning of the medium Content of the Message

Complexity and Ambiguity

Sender & Receiver Message Content Encoding Medium/Channel Selection Transmission Noise/Distortion Decoding Feedback

BUSI 2101 Introduction to Organizational Behaviour 6

Available Media:

Face-to-face Telephone Memos, newsletters E-mail Intranets Bulletin Boards Meetings Videoconferencing Non-verbal

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BUSI 2101 Introduction to Organizational Behaviour

OB Sources of Distortion

Filtering Perceptions Defensiveness Language Information Overload Mixed messages

OB Communication Flows

Downward:

Memos/communiqués, supervisor face-toface, bulletin boards, town-hall meetings

Upward:

Suggestion boxes, MBWA, open-door policies, employee surveys, town-hall meetings, supervisor face-to-face

Lateral:

Peer face-to-face, telephone, e-mail, informal (grapevine), teams (incl. committees)

BUSI 2101 Introduction to Organizational Behaviour 9 BUSI 2101 Introduction to Organizational Behaviour 10

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Communication Challenges

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Gender & Communication

WOMEN Discuss feelings and people More polite and indirect Use qualifiers (apologetic tone) Use of tag questions...