MGMT10002 Lecture Notes - Lecture 9: Interactive Media, Information Overload, The Sender
19 Jun 2018
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PRINCIPLES OF MANAGEMENT WEEK 9
Communication in organisations
Communication: process by which information is exchanged and understood by two or more people, usually with the
intent to motivate or influence behaviour. Critical for mediating the boundaries an across hierarchical levels in terms
of planning, leading, controlling and organising. It is useful for sharing information, achieving coordinated action and
expressing feelings and emotion.
A model for the communication process sees a sender encode a message and choose a medium for communication
and a receiver who decodes the message and provided feedback, completing the two-way process. However
differences do exist between the message intended and the message understood.
Communication fidelity is the correspondence between the intention and understanding i.e. there is a fidelity
reduction. This can occur because of the source withholding or filtering information, problems with
encoding/decoding, receiving (too much info, not focusing) or feedback (insufficient to verify fidelity).
Barriers to effective communication include:
-Filtering
-Selective perception
-Information overload
-Emotions
-Context
-Words and non-verbal symbols
-Gender differences
-Cultural differences
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-High context v low context interactions
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-Senders responsibility:
-Establish credibility and likeability
-Emphasise common ground and mutual
benefits
-Connect emotionally
-Use multiple media
-Communicate with candour
-Both the content and relational aspects of communication need to be managed. Dominance v co-
participation. The sender is responsible for choosing the most appropriate medium of communication.
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-Rich media are better suited to non-routine messages. Rich media also communicates care and are especially
useful for sensitive communications.
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-Receivers responsibility:
-Listen actively
-Find areas of interest
-Resist distraction
-Capitalises on the fact that thought is faster
-Be responsive
-Judge content, not delivery
-Avoids premature judgement
-Listen for ideas
-Work at listening
-Exercise one’s mind.
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-Direction of communication:
-Downward communication: messages and information sent from top management down to employees.
-E.g. implementation of goals/strategies; Job instructions and rationale; Procedures and practices;
performance feedback.
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
Communication: process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behaviour. Critical for mediating the boundaries an across hierarchical levels in terms of planning, leading, controlling and organising. It is useful for sharing information, achieving coordinated action and expressing feelings and emotion. A model for the communication process sees a sender encode a message and choose a medium for communication and a receiver who decodes the message and provided feedback, completing the two-way process. However differences do exist between the message intended and the message understood. Communication fidelity is the correspondence between the intention and understanding i. e. there is a fidelity reduction. This can occur because of the source withholding or filtering information, problems with encoding/decoding, receiving (too much info, not focusing) or feedback (insufficient to verify fidelity). Both the content and relational aspects of communication need to be managed.
