MGMT20001 Chapter Notes - Chapter 9: Corporate Communication, Organizational Learning, The Sender
25 May 2018
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Department
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Communication = the process by which information is transmitted and understood between two or
more people
Frequent, timely and accurate communication is the primary means through which employees and
work units effectively synchronise their work
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Communication plays a central role in organisational learning
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means through which knowledge
enters the organisation and is distributed to employees
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Decision
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making requires communication
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Communication changes behaviour
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Communication supports employee wellbeing
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Importance of communication:
The Importance of Communication
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The sender forms a message and encodes it into words, gestures, voice intonations and other
symbols or signs
1.
The encoded message is transmitted to the intended receiver through one or more
communication channels
2.
The receiver senses the incoming message and decodes it into something meaningful
3.
The sender looks for evidence that the receiver received and understood the transmitted message
4.
Communication flows through channels between the sender and the receiver
Codebooks are dictionaries of symbols, language, gestures, idioms and other tools
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Similar codebooks enable more accurate encoding and decoding because participants assign
the same or similar meanings to the transmitted symbols and signs
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Less need for redundancy
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Less need for confirmation feedback
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Similar "codebooks"
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Some people are better at communicating because they have learned which words and
gestures transmit the message best to that audience
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Messaging encoding proficiency
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Process depends on the sender's and receiver's motivation and ability to use the selected
communication channel
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Communication channel motivation and ability
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A sender and receiver with shared mental models of the communication context have
similar images and expectations regarding the contextual features of the information
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Increase the accuracy of the message content
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Reduce the need for communication about that content
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Shared mental models of the communication context
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Influences on effective encoding and decoding:
A Model of Communication
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Verbal
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uses words, includes spoken or written channels
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Non
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verbal
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any part of communication that does not use words
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Two main types of channels:
Email messages can be written, edited and transmitted quickly
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Asynchronous so there is no need to coordinate a communication session
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Emails tend to be the preferred medium for sending well
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defined information for decision making
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Poor medium for communication emotions
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lack the complexity of real facial expressions,
voice intonation and hand movements
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Reduces politeness and respect
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flaming occurs because senders are more likely to send
disparaging messages by email than other communication channels and low social presence
means that people are more likely to communicate message that they would never say in
face
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to
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face conversation
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Poor medium for ambiguous, complex and novel situations
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cumbersome and dysfunctional
in ambiguous, complex and novel situations
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Contributes to information overload
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Problems with email:
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Internet
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based communication:
Social media are more conversational and reciprocally interactive
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Enables users to develop a public identity through social media content
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Presenting the individual's identity
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Enabling conversation
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Sharing information
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Sensing the presence of others in the virtual space
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Maintaining relationships
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Revealing reputation or status
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Supporting communities
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Social media serve several functions
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Social media offer considerable versatility and potential in the workplace
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Workplace communication through social media:
Necessary where noise or physical distance prevents effective verbal exchanges and the need for
immediate feedback precludes written communication
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Non
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verbal cues signal subtle information to both parties
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Less rule
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bound than verbal communication
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More ambiguous and susceptible to misinterpretation
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Many facial expressions are hardwired and universal, but some are culture
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specific
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Often automatic and non
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conscious
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Non
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verbal communication:
Communication Channels
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Document Summary
Communication = the process by which information is transmitted and understood between two or more people. Frequent, timely and accurate communication is the primary means through which employees and work units effectively synchronise their work. Communication plays a central role in organisational learning - means through which knowledge enters the organisation and is distributed to employees. Communication flows through channels between the sender and the receiver. The sender forms a message and encodes it into words, gestures, voice intonations and other symbols or signs. The encoded message is transmitted to the intended receiver through one or more communication channels. The receiver senses the incoming message and decodes it into something meaningful. The sender looks for evidence that the receiver received and understood the transmitted message. Codebooks are dictionaries of symbols, language, gestures, idioms and other tools. Similar codebooks enable more accurate encoding and decoding because participants assign the same or similar meanings to the transmitted symbols and signs.
