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OB - CH 7 - Communication - Coggle Diagram

- - - - an estimated 5-20% of the population suffers from debilitating communication apprehension, or anxiety, which is undue tension and anxiety about oral, written communication or both.
      - The media richness model serves to choose the right channel for the right message.
        
        a rich channel means the medium has the ability to, channel richness, the amount of information that can be transmitted during a communication episode.
        
        handle multiples cues simultaneously
        
        facilitate rapid feedback
        
        be very personal
        
        If the message is routine, meaning straightforward and have a minimum of ambiguity it can be addressed on a non-rich channel.
        
        Non-routine messages tend to be more prone to misunderstanding, and more complicated, so a more rich channel is preferred.
    - - Filtering, a sender's manipulation of information so that it will be seen more favourably by the receiver.
        
        the more vertical levels on the organization's hierarchy, the more prone the organization is to filtering.
      - Selective Perception, when receivers selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics.
        
        receivers can project their interests and expectations into communications as they decode them.
      - Information Overload, when the information we have to work with exceeds our processing capacity.
        
        this can be either from the work, or from outside, thanks to our digital age.
      - Emotions, individuals in positive moods are more confident about their opinions after reading a persuasive message, so well-designed arguments have stronger impacts on their opinions, people with negative moods are more likely to scrutinize messages in greater detail.
        
        Extreme emotions such as jubilation or depression are most likely to hinder effective communication.
      - Language, age and context are two of the factors that affect the Language Barrier
        
        the use of jargon, or slang
        
        we usually don't know how each of us modifies the language we use.
      - Silence, using silence and withholding information is problematic
        
        Silence means managers lack information about ongoing operational problems.
        
        Silence is less likely where minority opinions are treated with respect, work group identification is high, and high procedural justice prevails.
      - Nonverbal communication, messages conveyed through body movements, facial expressions, and the physical distance between the sender and receiver.
        
        Proxemics, the study of physical space in interpersonal relationships
        
        Two most important messages conveyed by body language
        
        the extent to which an individual likes another and is interested in his or her views
        
        the relative perceived status between a sender and receiver.
      - Lying, the misrepresentation of information,
  - - - Downward, when communication flows from one level of a group or organization to a lower level, normally this is used to assign goals, provide job instructions, inform employees of policies and procedures, identify problems that need attention, and offer feedback.
        
        Explain why a decision was made
        
        Managerial communications must be repeated several times through a variety of different media to be truly effective.
        
        Down-level employees must believe what is being said
        
        this type of communication is one way by nature
        
        Most good communicators often explain the reasons behind their downward communication, but also solicit communication from the employees they supervise.
      - Upward, when communication flows to a higher level in the group or organization, it is normally used to communicate progress towards goals, relay current problems, etc.
        
        Managers rely on upward communication for ideas on how things can be improved.
        
        companies foster open-door policies so that staff members can voice out their concerns asap.
      - Lateral, occurs among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontal equivalent employees, lateral or horizontal organization.
        
        saves time and eases coordination
        
        some lateral communication is formally sanctioned
        
        some lateral communication is made to short circuit the vertical hierarchy and speed up action.
    - - Chain, follows the formal chain of command, it approximates the communication channels you might find in a rigid three-level organization.
      - Wheel, relies on the leader to act as the central conduit for all group communication, it simulates what it would be like to have a very strong leader in a team.
      - all Channel, permits group members to actively communicate with one another, its most often characterized in practice by self-managed teams, all collaborate but no one takes the leadership role.
    - - also named word of mouth, it has three main characteristics
        
        its not controlled by management
        
        most employees perceive it as more believable and reliable than formal communiqués issued by top management
        
        its normally used to serve the interests of the people within
      - rumors emerge as a response to situations that are important to us, where there is ambiguity, and under conditions that arouse anxiety.
      - It serves to have a feel of the morale of the organization
      - identifies issues that that employees consider important
    - - Email
      - Instant messaging or text messaging
      - Social Media
  - - - high context cultures, such as China, Vietnam, Korea, and Japan, people rely on non-verbal and subtle situational cues when communicating with others, and a person's official status, place in society, and reputation carry considerable weight. What is not said is often more important than what is said.
      - low-context-cultures, such a North American and European people, rely essentially to the written or spoken word to convey meaning, body language or formal titles are secondary.
    - - we often don't communicate well with people outside of our culture because we tend to generalize from only knowing their cultural origin.
      - attempts to be culturally sensitive to another person are often based on stereotypes propagated by the media, and these are not correct.
      - the use of an ad-hoc third culture, where a group can form when they seek to incorporate aspects of each member's cultural communication preferences. The norms this subculture establishes through appreciating individual differences create a common ground for effective communication.
      - a recommendation from Casmir:
        
        know yourself, recognize your culture and your biases
        
        foster a climate of mutual respect, fairness and democracy, establish an environment of mutual concern, this will be your third culture :
        
        learn the cultural context of each person
        
        when in doubt, listen, listen first to be able to better understand the other person's intercultural language fluency and familiarity
        
        state facts, not your interpretation, if you state only facts, you will have the opportunity to benefit from the other person's interpretation. delay judgement until you have had sufficient time to observe and interpret the situation from differing perspectives.
        
        Consider the other person's viewpoint, before sending a message, but yourself in the other's shoes.
        
        Proactively maintain the identity of the group like any culture, establishing and nurturing a "third culture" takes time and effort, remind members of the group of your common goals, mutual respect, and need to adapt to individual communication preferences.
    - - barriers caused by semantics, words meaning different things to different people
      - barriers caused by word connotations, words imply different things in different languages (hai in Japanese means yes, but its connotation might mean, "yes, I'm listening" or "yes, I agree"
      - barriers caused by tone differences, in some cultures language is formal, in others its informal, and tone changes depending on that.
      - difference in tolerance for conflict and methods for resolving conflicts., Individuals from individualistic cultures tend to be more confortable with direct conflicts and will make the source of their disagreements overt. Collectivists are more likely to acknowledge conflict only implicitly and avoid emotionally charged disputes,