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The Main Functions of Communication

Control - Organizations have authority hierarchies Formal guidelines that employees are required to follow.

Informal communication also controls ehavior. !hen wor" groups tease or harass a memer who produces too

much# they are informally communicating with# and controlling#

the memer$s ehavior.

Information

Communication facilitates decision-ma"ing. It provides information y transmitting the data to identify

and evaluate optional choices.

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The Main Functions of Communication

Motivation Clarifies to employees what is to e done# how well they are

doing# and what can e done to improve performance.

The formation of specific goals# feedac" on progress towardthe goals# and reinforcement of desired ehavior all stimulate

motivation and require communication.

'motional '(pression )rovides a release for the emotional e(pression of feelings and

for fulfillment of social needs. For many employees# their wor" group is a primary source for

social interaction.

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The Communication )rocess

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,irection of Communication

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pward

,ownward

/ateral

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Communication ,irection

,ownward Communication )urpose is to assign goals# provide instructions#

communicate policies and procedures# provide feedac".

Must e(plain the reasons why a decision was made. It has a one-way nature.

/ateral Communication 0ecessary to save time and facilitate coordination

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Communication ,irection

pward Communication

)rovide feedac" to higher-ups# inform them of

progress# and relay current prolems.

To engage in effective upward communication.

Try to reduce distractions.

Communicate in headlines# not paragraphs.

)repare an agenda to ma"e sure you use youross$s attention well.

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Channels of Communication

Formal Informal

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)ath follows the

authority chain

Messages relate toprofessional activities

4pontaneous channelsfrom individual choice

Messages oftenpersonal or social

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Interpersonal

Communication

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Three Forms6

Oral

!ritten

0onveral

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Oral Communication

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8dvantages 4peed

Feedac"

4imple to Correct

,isadvantages )otential for distorted message when passed through a

numer of people

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!ritten Communication

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)rovide a tangile and

verifiale record

9ecord can e stored foran indefinite period of time

)hysically availale for

later reference

More li"ely to e wellthought-out# logical# and

clear

Time consuming

/ac" of feedac"

May not e read

8dvantages ,isadvantages

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!e cannot 0OT communicatenonverally

:ody language conveys6 The e(tent of affinity for another The relative perceived status etween

a sender and receiver

Meaning changes with6 Intonation Facial '(pression

)hysical ,istance

0onveral Communication

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Formal 4mall-;roup 0etwor"s

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'merges when6 4ituation is important 8miguity e(ists 4ituation causes an(iety

Three Characteristics6

0ot controlled y management )erceived as eing more elievale and reliale

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'lectronic Communication

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'-mail

Instant and Te(t

Messaging !e /ogs ideoconferencing

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'asy to misinterpret

4hould not e used fornegative messages

Overused and overwhelms )eople are emotionally

disinhiited

)rivacy concerns

'-Mail /imitations

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'ssentially real-time

Ine(pensive

;ood for short messages

4ome find it intrusive anddistracting

May e inappropriate for

formal usiness messages

? ,eal@

? OM; yA

? B=? :9:-:O4

? "

IM Te(t

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4ocial 0etwor"ing 4oftware

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'(plosive growth area.

Faceoo"Dand My4paceD

Individuals post information aout

themselves pulicly E seen y6 )otential employers

Current employers

)olice# federal agencies

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:logs

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8nother pulic private space

!e sites aout a single person

or company usually updated

daily

May e used to gather

information from customers

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)ermits employees to conductinteractive meetings withouteing physically in the same

room Conserves travel funds

:ecoming moreaccessile as costs drop

>ideoconferencing

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Gnowledge Management

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)rocess of organizing and

distriuting an organization$s

collective wisdom so the right

information gets to the rightpeople at the right time

0eeds systemic approach

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:arriers to 'ffective Communication

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Filtering

4elective )erception

Information Overload

'motions

/anguage

Communication

8pprehension

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;loal Implications

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Cultural Communication Barriers:

1. SemanticsE words mean different things to differentpeople

2. Word ConnotationsE words imply different things indifferent languages

3. Tone DifferencesE in some cultures tone changesdepending on conte(t

4. Differences in PerceptionE different world views

. Distance ! !hat is considered proper spacing etweenpeople largely depends on cultural norms.

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8 Cultural ;uide

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%. 8ssume differences until similarity is proved

*. 'mphasize description rather than interpretation

or evaluation+. )ractice empathy

. Treat your interpretation as a wor"ing hypothesis

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Implications for Managers

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9emoving the uncertainty leads to greatersatisfaction6

Communicate via multiple channels

9educe distortion and incongruities for clarity

se electronic media wisely and carefully

Cultural communication arriers can e overcomewith understanding

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Geep in Mind

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Each communication direction has its own challenge

that must be overcome

Each form of communication has an optimal purposeand specific limitations use appropriately

Communication barriers often retard or distort

communication