Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Wikipedia definition
Knowledge management
Decision making
Coordinating work activities
Fulfils relatedness needs
Transmit
Message
Encode
message
Receiver
Receive
encoded
message
Decode
message
Encode
feedback
Form
feedback
Noise
Decode
feedback
Receive
feedback
Transmit
Feedback
Encouragement
to continue
Body language
Effective
Communication skills
Silence
Smiling face
Summarising
what has been said
Checking
for understanding
Language
Perception
Time
Noise
Other people
Distractions
Barriers to
effective
communication
Put downs
Lack of interest
Distance
Discomfort
with the topic
Disability
9-14
Understanding
(comprehending
the messages
being sent)
Remembering
(being able to
recall the message
being sent)
Effective Listening
Responding
(replying to the
sender, letting
him or her know
you are paying
attention)
Evaluating
(not immediately
passing judgment
on the message
being sent)
Interpreting
(not reading anything
into the message the
sender is communicating)
90
80
(88.3)
70
(67.9)
60
50
Written Media
40
30
(32.1)
20
10
Oral Media
(11.3)
Extremely
ambiguous
messages
Extremely
clear
messages
9-5
Advantages of E-mail
:-)
:-}
<:-)
:-X
:-j
{}
Happy
Smirk
Dumb question
OOPS!
Tongue in cheek
Hug
Nonverbal Communication
Actions, gestures, facial expressions,
etc.
Transmits most info in face-to-face
meetings
Influences meaning of verbal and
written symbols
Less rule bound than verbal
communication
Important part of emotional labour
Overloaded
Zone
Face-to-face
Telephone
Media
Richness
E-mail
Newsletters
Oversimplified
Zone
Lean
Routine/
Clear
Situation
Nonroutine/
Ambiguous
Communicating in Hierarchies
Workspace design
Employee surveys
Newsletters and e-zines
Management by walking around
Grapevine Characteristics
Transmits information very rapidly in all directions
Relatively accurate, but deletes details and
exaggerates key points
More active in homogeneous groups who easy
communication access
Most active when employees are anxious
Usually follows a cluster chain pattern
The Socratic
(someone who likes to
argue his or her
points fully)
The Reflective
(someone who would
rather say nothing
than to hurt someone
elses feelings)
The Candidate
(blend between
Socratic and Reflective)
As per your subject memo; we are researching the history of Price Promotion #18B to
establish why the new price sheets were not received by the sales force in advance of
the effective date of the promotion. It is unclear from your memo how widespread the
problem was or if it was just isolated in certain geographies. Therefore, we will need
additional facts on where you think the problem occurred. As you know, we have
gotten complaints from sales people in the past that they did not receive the promotions
only to find out later that they had lost them due to their own disorganization.
TRANSLATION:
Thanks for bringing the problem with this promotion to my attention. It looks like
we screwed up at this end in getting the proofs to the printer on schedule. My staff
and I feel badly about this and will take steps to provide better service.
14
Cross-Cultural Communication
Verbal differences
Language
Nonverbal differences
Voice intonation
Interpreting nonverbal meaning
Importance of verbal versus nonverbal
Silence and conversational overlaps
Gender Communication
Differences
Men
Report talk
Gives advice
quickly and
directly
Avoids asking for
information
Less sensitive
to nonverbal
cues
Women
Rapport talk
Gives advice
indirectly and
reluctantly
Frequently asks for
information
More sensitive to
nonverbal cues
ACTIVE
LISTENING
RESPONDING
EVALUATING
Show interest
Clarify the message
Empathize
Organize information
Persuasive Communication
Communicator
Characteristics
Expert
Credibility
Attractive
Communication Medium
Message
Content
Audience
Characteristics
Self-esteem
Inoculated