Authority hierarchies and formal guidelines.

Management Job descriptions and company policies.

The medium selected by the sender through
Workgroup teasing or harassing. Channel
Semantics which the message travels to the receiver

Word connotation Feedback The Communication Process Formal Channels

Cultural Barriers 1. Functions of Communication
Tone differences Emotional sharing Types of Channels Informal Channels

Tolerance for conflict and methods for resolving conflicts Persuasion Sender choose formal or informal channel
(kênh chính thức/không chính thức)
Cultures that rely heavily on nonverbal and Information exchange
High-context culture
subtle situational cues in communication
Downward Communication
Cultures that rely heavily on words to convey
Low-context culture
meaning in communication Upward Communication

Cultural Context Lateral Communication

7. Cultural Factors

Know yourself.
Rigidly follows the chain of command
Foster a climate of mutual respect, fairness,
and democracy. Chain Each member communicates with the person
When communicating with people from a different culture, what above and below, except for the individuals on
State facts, not your interpretation. can you do to reduce misinterpretations? Casmir and other experts A Cultural Guide each end who communicate with only one
offer the following suggestions person
Consider the other person’s viewpoint.
Information flows between the person at the
Wheel
Proactively maintain the identity of the group. end of each spoke and the person in the middle
Formal Small-Group Networks
A sender’s manipulation of information so that it will be seen more Each member communicates with the people
Filtering Circle Network
favorably by the receiver on both sides but with no one else

People selectively interpret what they see on the basis of their All group members communicate actively with
Selective Perception All Channel
interests, background, experience, and attitudes each other
2. Direction of Communication
A condition in which information inflow exceeds an individual’s
Information Overload
processing capacity

How a receiver feels at the time a message is received will

Emotions
influence how the message is interpreted

Words have different meanings to different people Language

6. Barriers to Effective
Communication
Men tend to talk to emphasize status while women talk to create
Gender Differences
connections Simple task: centralized network (chain/wheel)
Complex task: decentralized network (all)
Silence

Undue tension and anxiety about oral communication, written Communication Apprehension
communication, or both (Sự e ngại trong giao tiếp)

Lying

CHAPTER 11:
Automatic and Controlled Processing 5. Persuasive Communication
COMMUNICATION

1. Informal, not controlled by management

2. Perceived by most employees as being more

Channel Richness Three Main Grapevine Characteristics believable and reliable than formal
communications

COMMUNICATION 3. Largely used to serve the self-interests of

THE TRANSFERENCE AND UNDERSTANDING those who use it
OF MEANING
4. Choice of Communication Desire for information about important
Choose oral communication when you need to Channel The Grapevine situations
gauge the receiver’s receptivity.
Routine messages tend to be straightforward
The choice of channel depends on whether the message is routine. Choosing Communication Methods Ambiguous conditions
and have a minimum of ambiguity.
Written communication is more reliable for
complex and lengthy communications. Results from Conditions that cause anxiety

Information Security Insightful to managers

Telephone Meetings Serves employee’s social needs

1. Announce timetables for making important

Oral Communication decisions

Videoconferencing & Conference Calling 2. Explain decisions and behaviors that may
appear inconsistent or secretive
Letters
3. Emphasize the downside, as well as the
PowerPoint Reducing Rumors
upside, of current decisions and future plans

E-Mail 4. Openly discuss worst-case possibilities—they

are almost never as anxiety-provoking as the
Instant Messaging unspoken fantasy

Text Messaging Written Communication

Networks form spontaneously as interactions
among workers continue
Social Media Websites
Networks rarely are permanent
Apps
Task is crucial to the choice of a network
Blogs
pattern
Others
Characteristics of Communication Environment affects the frequency and types of
Networks interactions among members
Body Movements
3. Modes/Method of Communication
Personal factors and group performance
The Intonations Or Emphasis We Give To Words
factors influence communication networks
Facial Expressions Includes
Networks strongly influence group effectiveness
The Physical Distance Between The Sender And
Electronic groups that have little face-to-face
Receiver
communication are an emerging trend
Allocation of Time at Work for Managers and Professionals
Environmental Elements
Communication and information flows do not
Body language can convey status, level of engagement, and necessarily follow the lines of an organization
Nonverbal Communication chart
emotional state.
Organizational Communication Downward communication provides directions
Supports other communications and provides
observable expression of emotions and feelings
Advantages Networks
Upward communication provides feedback
Misperception of body language or gestures
can influence receiver’s interpretation of Disadvantage Horizontal communication is related to task
message performance

Audience (physical or not physical presence)

Nature of the message (urgency and secrecy) Choice Considerations

Costs of transmission