Communication in the Internet Age

Presented by:

Anggrek Team

• Adisty• Ayu• Fajar• Haryo• Purnaya• Tiara

Learning Objective

1. Perceptual process model of communication

2. Barriers to effective communication

3. Communication styles (assertiveness, aggressiveness, and non-assertiveness)

4. Primary sources of nonverbal communication

5. Five dominant listening styles and three fundamental to improve our listening skills

6. Communication differences between men and women, and the source of these differences

7. Formal and informal communication channels

8. Contingency approach to media selection

9. Benefits and drawbacks of e-mail and how to managed e-mail effectively

10. Information technology

1. Perceptual Process Model of Communication

Communication is

the exchange of information betweena sender and receiver and the inference(perception) of meaning between theindividuals involved

Forms of Communication Sender, message, recipient Decoding - message translation Media selection - telephone, email, voicemail, video conferences, memos, bulletin boards, etc. Feedback - message getting reaction from the receiver Noise - accent, poor phone connections, bad handwriting, etc.

2. Barriers to Effective Communication

Two Key Components of Active Communication

• Senders needs to accurately communicate their intended message

• Receivers needs to correspondingly perceive & interpret message carefully

Barriers to Effective Communication

Potential Breakdown in the Communication Process

• Sender Barrier

• Encoding Barrier

• Medium Barrier

• Decoding Barrier

• Receiver Barrier

• Feedback Barrier

Barriers to Effective Communication

Three Types of Barriers

1. Personal Barriers 2. Physical Barriers

3. Semantic Barriers

Personal Barriers1. Variable skills in

communicating effectively2. Variations in how information

is processed & interpreted3. Variations in interpersonal

trust4. Stereotype & Prejudice5. Big Egos6. Poor Listening Skills7. Natural Tendency to evaluate

others messages8. Inability to listen with

understanding9. Nonverbal communication

Physical Barriers1. Sound (noise, people talking

loudly)2. Time (time zone differences)3. Space4. etc

Semantic Barriers – Study of Words1. Jargon (e.g ASAP, FYI)

3. Communication Function

• Informative

• Regulative

• Persuative

• Integrative

Passive AggressivePassive -

AggressiveAssertive

Active toward reaching one’s goal ?

No, ineffective strategy Yes, but at the expenseof others

Yes, but usually to late and inappropriately

Yes, and appropriately

Respecful ? Communicates apathy or submissiveness

No, intentions are to hurt others

No, mostly blame and guilt trips

Yes, even when defending their own safety

Listens to others ? Maybe, but doesn’t actively respond

Probably more concerned with own perspective

Maybe, but with hidden intentions

Yes, then responds at the appropriate time

Communicates confidence ?

No Yes, probably too much Maybe when actingaggressive

Yes, to set appropriate boundaries

Uses nonverbalcommunication ?

Yes, displays weaknessand vulnerability

Yes, from threat gestures to injuring others

Yes, used to manipulate others

Yes, to reinforce appropriate verbal communication

Impression given to others ?

Weakness, apathy “Jerk” “Mean” you get the idea

Difficult to read, unpredictable

Easy to get along with, confident, cooperative

Reinforced by achievement of goals ?

Yes, temporarily, if goalis to avoid conflict

Yes, immediate gratification, poor long term outcome

Yes, at the expense of relationships

Yes, and improves relationships

Examples of verbal interactions

I don’t care whatever silent

F*@% you!I’ll kill you !You’re stupid !

It’s your faultYou should have ……sarcasm

“Ï” statementswhen is good time to talk ?

Communication Style

Emotion

Tells

asks

DirectSpirited

Systematic Considerate

High Assertiveness

Low Assertiveness

High

Expressiven

ess

Low

Expressiven

ess

Communication Style

4. Non Verbal Communication

1. Gestures & Body

Movements

3. Facials Expressions

2. Touch 4. Eye Contact

5. Active Listening

Listening:The process of actively decoding and interpreting verbal messages

Five dominant listening styles;• Appreciative – in relax manner.• Empathetic – interpret massages by focusing on the

emotions and body language.• Comprehensive – Organizing specific thoughts and action,

and focusing on relationships among ideas.• Discerning – attempt to understand the main massage and

determine important points.• Evaluative – analytically and continually formulate argument

and challenges to what is being said

Women and Men Communicate Differently

Gender-based differences in communication are partly caused by

LINGUISTIC STYLEScommonly used by women

and men.

LINGUISTIC STYLES is A person’s typical speaking pattern.

Why do LINGUISTIC STYLES vary between

Women and Men?

Women and Men Communicate Differently

Are :

@ Biological Differences

between Women and

Men

Darwinian perspective or

Evolutionary psychology

ß Social Role Theory Females and Males learn ways

of speaking as children growing up

GENDER Differences in Communication

2 important issues:

First, they are not stereotypes for all

woman and men.

Second, your linguistic style influences perceptions about your confidence,competence, and authority.

GENDER Differences in Communication

1. Men are less likely to ask for information or directions in a public situation that would reveal their lack of knowledge.

2. In decision making, women are more likely to downplay their certainty; men are more likely to downplay their doubts.

3. Women tend to apologize even when they have done nothing wrong. Men tend to avoid apologies as signs of weakness or concession.

4. Women tend to accept blame as a way of smoothing awkward situations. Men tend to ignore blame and place it elsewhere.

5. Women tend to temper criticism with positive buffers. Men tend to give criticism directly.

GENDER Differences in Communication

6. Women tend to insert unnecessary and unwarranted “thank-you’s” in conversations. Men may avoid thanks altogether as a sign of weakness.

7. Women tend to ask “What do you think?” to build consensus. Men often perceive that question to be a sign of incompetence and lack of confidence.

8. Women tend to give directions in indirect ways, a technique that may be perceived as confusing, less confident, or manipulative by men.

9. Men tend to usurp (take) ideas stated by women and claim them as their own. Women tend to allow this process to take place without protest.

10. Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control.

Improving Communication between Women and Men

Women and Men should learn to GENDERFLEX

GENDERFLEX is Temporarily using communication behaviors typical of the other gender

Knowledge of linguistic styles helps to ensure that people with valuable insights or ideas get heard

ORGANIZATIONAL COMMUNICATION

• Vertical

• Horizontal

• External

Formal Communication

Channels

Informal Communication

Channels

7. Formal & Informal Communication Channels

Vertical Communication

VERTICALCOMMUNICATION

UPWARD

DOWNWARD

EMPLOYEE TO HIGHER LEVEL

HIGHER LEVEL TO EMPLOYEE

Personal Problem and Coworker

Policy dislike or not Understand

Result/Achievement

Strategy/Goals Instruction Company Policy Feedback Result

Horizontal Communication

HORIZONTALCOMMUNICATION

COMMUNICATING WITHIN AND BETWEEN WORK

UNITS

BARRIER SPECIALIZATION COMPETITION ORGANIZATION

CULTURE

COORDINATION

External Communication

EXTERNALCOMMUNICATION

WORKEROWNER/STOCK HOLDERSUPPLIERCUSTOMERCOMUNITY

PUBLIC RELATION

DEPT

Informal Communication Chanel

INFORMALCOMMUNICATION

GRAPEVINE Message Phone Call Twitter Email

MBWA(MANAGEMENT BY

WALKING AROUND)

DO NOT FOLLOW CHAIN COMMAND/

ORGANIZATIONSTRUCTURE

INDIVIDU PENGHUBUNG

(LIASION INDIVIDUALS)

PENGANGGU ORGANISASI

(ORGANIZATIONAL MOLES)

8. Contingency Approach to Media Selection

• Feedback (Slow/Fast)

• Chanels (Audio/Visual)

• Communication Type

• Body Language

RICHNESS MEDIA FACTOR

(Capacity of Communication to

Convey Information and Promote Understanding)

CHOOSING MEDIA

CHOOSING MEDIA

Sumber:www.sociosite.org

ContohPemberitahuan Pemutusan

Kerja Pegawai sebaiknya Tidak menggunakan SMS

ContohPemberitahuan Pemutusan

Kerja Pegawai sebaiknya menggunakan dialog/

tatap muka

9 & 10. Communication in the Computerized Information Age

Information technology is dramatically affecting many aspects of organizational behavior

Seven Key Components of information technology that influence organizational behavior;

• The Internet along with intranets and extranets

• e-mail

• Handheld device

• Blogs

• Videoconferencing

• Group support systems

• Telecommunicating

Internet/Intranet/Extranet

The internet is a global network of computer networks

The intranet is an organization’s private internet. It contains a firewall that blocks outside internet users from accessing private internal information.

The extranet connects internal employees with selected customers, suppliers, and strategic partners.

Electronic MailUses the Internet/intranet to send computer-generated text and documents between people

Private e-mailCompany/organization e-mail

Benefits Drawbacks Managing e-mail

Reduced cost of distributing information Wasted time and effort Do not assume e-mail is confidential

Increased teamwork Information overload Be professional and courteous

Reduced paper costs Increased costs to organize, store, and monitor

Avoid sloppiness

Increases flexibility Neglect of other media Keep messages brief and clear

Save People time

Be careful with the attachments

Handheld DevicesReferred to as personal digital assistants, offer users the portability to do work from any location.

From an OB perspective is whether or not these devices actually lead to higher productivity

Blogs – an online journal in which people write whatever they want about any topic

We cannot make any overall conclusion regarding blogs

Videoconferencing – uses video and audio links along with computers to enable people in different locations to see, hear and talk with one another

Videoconferencing can significantly reduce an organization’s travel expenses

Group Support Systems – using state of the art computer software and hardware to help people work better together

These real-time systems enable people to communicate with anyone at anytime

Teleworking - a work practice in which an employee does part of his or her job in a remote location, using a variety of information technologies

Two drawbacks of teleworking; 1) it is not for everyone, 2) teleworking can negatively affect your career