© 2008The McGraw-Hill Companies, Inc. All rights reserved.

ChapterChapter 14 14

Communicating in the Digital Age

Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin

Ch. 14 Learning Objectives

1. Describe the perceptual process model of communication.

2. Describe the barriers to effective communication.

3. Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness.

4. Discuss the primary sources of both nonverbal communication and listener comprehension.

5. Review the five dominant listening styles and 10 keys to effective listening. 14-2

Ch. 14 Learning Objectives

6. Describe the communication differences between men and women, and explain the source of these differences.

7. Discuss the formal and informal communication channels.

8. Explain the contingency approach to media selection.

9. Describe the Internet Generation and discuss the pros and cons of teleworking.

10.Specify practical tips for more effective e-mail and cell phone etiquette.

14-3

Your Experience

What are the goals of work-related communication?How do you know effective communication took place?What indications does the communication sender have that the message is not understood?

14-4

A Perceptual Model of Communication

14-5

Process Barriers to Effective Communication

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Personal Barriers to Effective Communication

1) Variable skills in communicating effectively

2) Variations in how information is processed and interpreted

3) Variations in personal trust

4) Stereotypes and prejudices

5) Big egos

6) Poor listening skills

7) Natural tendency to evaluate other’s messages

8) Inability to listen with understanding

9) Nonverbal communication14-7

Other Barriers to Effective Communication

Physical barriers the distance between employees can interfere with effective communication

Semantic barriers encoding and decoding errors—involve transmitting and receiving words and symbols—fueled by the use of jargon and unnecessary words

14-8

Test Your Knowledge

A computer sales person relies on technical jargon to explain aspects of a computer system to his non-technical customer. Which type of barrier exists?a. Semantic barrierb.Physical barrierc. Medium barrierd.Feedback barrier 14-9

Communication Styles

Direct and unambiguous languageNo attributions or evaluations of

other’s behavior

Use of “I” statements and

cooperative “we” statements

Good eye contact Comfortable, but firm posture Strong, steady, and audible voice Facial expressions matched to message Appropriately serious tone Selective interruptions to ensure understanding

Pushing hard without attacking; permits others to influence outcome: expressive and self-enhancing without intruding on others

Assertive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

14-10

Communication Styles

Swear words and abusive language

Attributions and evaluations of others’ behavior

Sexist or racist terms

Explicit threats or put-downs

Glaring eye contact

Moving or leaning too close

Threatening gestures

Loud voice Frequent

interruptions

Taking advantage of others; expressive and self-enhancing at others’ expense

Aggressive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

14-11

Communication Styles

Qualifiers Fillers Negaters

Little eye contact

Downward glances

Slumped posture

Constantly shifting weight

Wringing hands

Weak or whiny voice

Encouraging others to take advantage of us; inhibited; self-denying

Nonassertive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

14-12

Nonverbal CommunicationNonverbal Communication messages sent outside of written or spoken word

• Experts estimate 65 to 90% of every conversation is nonverbal

What are examples of nonverbal communication?

14-13

Test Your Knowledge

During a job interview, Charlie, the interviewer stared intently at the candidate while he talked, constantly nodded his head to show understanding, and leaned over the table towards the candidate. Charlie’s nonverbal communication is:

a. Effective, he did all the right thingsb. Over the top, he would make me

uncomfortablec. Pretty good, he just shouldn’t have leaned

over the table14-14

Active Listening

Five Dominant StylesAppreciativeEmpatheticComprehensiveDiscerningEvaluative

14-15

Keys to Effective Listening

1) Capitalize on thought speed

2) Listen for ideas3) Find an area of interest4) Judge content, not

delivery5) Hold your fire6) Work at listening7) Resist distractions8) Hear what is said9) Challenge yourself10) Use handouts, overheads,

or other visual aids 14-16

Gender Differences in Communication

1) Men are less likely to ask for information or directions2) In decision making, women are more likely to

downplay their certainty; men are more likely to downplay their doubts

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

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

5) Women temper criticism with positive buffers. Men give criticism directly

14-17

Gender Differences in Communication

6) Women insert unnecessary and unwarranted “thank-you’s” in conversations. Men avoid thanks altogether

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

8) Women give directions in indirect ways

9) Men usurp (take) ideas stated by women and claim them as their own. Women 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

14-18

Formal Communication Channels

Follow the chain of command or organizational structureVertical – up and down the organizationHorizontal - communicating within and between work unitsExternal – communicating with others outside the organizationWhat are examples of vertical, horizontal and external communication?

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Grapevine Patterns

Y

D

C

B

A

Single strand—each tells one other

AJB

D H I

K

F

GE

C

Gossip—one tells all

A

F B D

J

H

CE

K

G I

X

Probability—each randomly tells others

A

C

D

F

J

IB

Cluster—some tell selected others; most typical

14-20

Informal Communication Channels

Grapevine - unofficial communication system of informal organization and encompasses all types of communication media• Moles• Liaisons

Management by Walking Around• Managers literally walk around an talk to people

across lines of authority• How would this work in a virtual working

environment?

14-21

Test Your Knowledge

True (A) or False (B)?1. The Grapevine is only 30% accurate2. The grapevine moves a lot faster than

formal communication channels.3. Organizational moles use the grapevine

to their personal advantage.4. Managers should try to control or stop

the grapevine because of it’s negative impact on the organization.

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Contingency Model for Selecting Communication Media

Low

LeanRic

hn

ess o

f C

om

mu

nic

ati

on

Med

iumRich

Complexity of Problem/Situation High

Zone of e

ffective co

mm

unicatio

n

Overload zone

Oversimplification zone

Impersonal static media

Personal static media

Interactive media

Face-to-face

14-23

Protecting Against Security and Privacy Breaches on the Internet

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Protecting Against Security and Privacy Breaches on the Internet

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Internet Generation Norms

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Telecommuting

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Managing Email

Don’t assume e-mail is confidentialBe professional and courteousAvoid sloppinessDon’t use e-mail for volatile or complex issuesKeep messages brief and clearSave people timeBe careful with attachments

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Cell Phone Etiquette

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