AFM280 Chapter Notes - Chapter 10: Web 2.0, Videotelephony, Body Language
8 Aug 2018
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Chapter 10 – Relational Mechanisms Communication
10.1 COMMUNCATION
• Communication – the process by which information and meaning is transferred from a sender to a receiver.
• Performance managed rests on measurement, feedback, and management → need communication
• Employee commitment depends on understanding and interpretation of relationship through communication
10.2 COMMUNICATION PROCESS
• Sender need to encode an idea into a verbal or nonverbal message to send information. Receiver needs to
decode message to form an understanding of information it contains.
10.3 GOOD COMMUNICATOR
Face-to-Face Communication – the exchange of information and meaning when one or more individuals are physically
present, and where communication occurs without the aid of any mediating technology.
• Exchanges are natural, immediate, and embody comprehensive interdependence where we act and react in real
time to the content and tone of messages exchanged.
• Golden standard of communication → requires verbal and nonverbal qualities
• Nowadays, majority of information processed face to face is based on nonverbal cues.
• Verbal Communication – a form of communication in which messages are sent and received using written and
spoken language → primary way of communicating
o Includes written policy, rules, emails, mission statement, goals and values, work procedures, etc.
• Nonverbal Communication – any form of information exchange that doesn’t involve spoken or written words.
o Such as deliberate/unconscious use of body language to convey information. Through inflection, tone
and volume, hand gestures, expression, posture, eye contact, dress and appearance.
o Body language have more universal relevance for all face to face interactions.
o We tend to evaluate, and judge quality of relationships based on nonverbal cues, this is more credible,
believable, and trustworthy.
o Context in which body language is performed is important such as culture.
Computer-Mediated Communication – the exchange of information and meaning using an electronic, digital medium.
• Enhanced flow of communication within work, used to connect and coordinate intra-organizational activities.
• Mediums include email, videoconferencing, corporate wikis, social networking tools.
• Web 2.0 – describes websites and applications through which users actively interact, create, collaborate, and
communicate.
• Email – a popular method of exchanging written digital messages from an author to one or more recipients.
o Preferred method of communicating. But lacks nonverbal cues due to immediacy and informal nature of
messages. It can be hard to interpret often leading to misunderstandings.
o As email use increase, all other forms of communication decrease → adversely impact personal
relationships
o To solve information overload, sort emails to folders. Unsubscribe to junk mail, delete some mail, and
limit time on email.
• Videoconferencing – a communication medium that permits real-time, live interaction and discussion between
remote individuals or groups via satellite or Internet.
o Option for those unable to travel but can interact real-time using verbal and nonverbal cues.
o Cost-efficient, more task-oriented than face to face. Works well for tasks that require simple information
exchanges, cooperative problem solving, or making routine decisions.
o Less eye contact → reduce general awareness of social dynamics in group
o Less effective for tasks requiring bargaining, conflict resolution, negotiation, or getting to know people.
• Wiki – a highly flexible Web 2.0 application that allows people to quickly exchange verbal information, and
collaboratively solve problems, learn, manage projects, and create knowledge.
o Blogs, discussion sites. Allow anyone in designated community to edit/delete written content.
o Owners’ role is to define the purpose of the wiki and establish access privileges.
Document Summary
10. 2 communication process: sender need to encode an idea into a verbal or nonverbal message to send information. Receiver needs to decode message to form an understanding of information it contains. Includes written policy, rules, emails, mission statement, goals and values, work procedures, etc: nonverbal communication a(cid:374)(cid:455) for(cid:373) of i(cid:374)for(cid:373)atio(cid:374) e(cid:454)(cid:272)ha(cid:374)ge that does(cid:374)"t i(cid:374)(cid:448)ol(cid:448)e spoke(cid:374) or (cid:449)ritte(cid:374) (cid:449)ords, such as deliberate/unconscious use of body language to convey information. But lacks nonverbal cues due to immediacy and informal nature of messages. It can be hard to interpret often leading to misunderstandings: as email use increase, all other forms of communication decrease adversely impact personal relationships, to solve information overload, sort emails to folders. Brings people around a goal or purpose, allow for natural communities to emerge: linkedin professional networking, find jobs, find business opportunities. Must maintain personal security, what you reveal about yourself, privacy settings, etc: achievers software facilitates top-down, bottom-up, and peer to peer communication.
