Submitted by: Submitted by girlzz12
Views: 374
Words: 765
Pages: 4
Category: Music and Cinema
Date Submitted: 09/27/2012 03:09 AM
OB
Communication and Conflict
BUSI 2101 Chapter 7
OB
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
OB
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
5
OB
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
8
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
OB
Communication Challenges
OB
Gender & Communication
WOMEN Discuss feelings and people More polite and indirect Use qualifiers (apologetic tone) Use of tag questions...