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    Week 3 - Module 3.2 Communication

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    Michel Banvo
    This module covers communication, perception, and learning. It discusses key concepts like perception, communication models, and learning theories. The learning objectives are to understand fundamental theories of communication, perception, and learning; describe challenges managing these in organizations; analyze perceptual biases; demonstrate effective communication; and analyze how learning theories enhance employee development. Specific topics covered include communication processes and channels, barriers to communication, feedback, verbal and nonverbal communication, listening styles, and electronic communications.

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    Week 3 - Module 3.2 Communication

    Uploaded by

    Michel Banvo
    46 views22 pages
    This module covers communication, perception, and learning. It discusses key concepts like perception, communication models, and learning theories. The learning objectives are to understand fundamental theories of communication, perception, and learning; describe challenges managing these in organizations; analyze perceptual biases; demonstrate effective communication; and analyze how learning theories enhance employee development. Specific topics covered include communication processes and channels, barriers to communication, feedback, verbal and nonverbal communication, listening styles, and electronic communications.

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    Week 3_Module 3.2 Communication

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    This module covers communication, perception, and learning. It discusses key concepts like perception, communication models, and learning theories. The learning objectives are to understand fundamental theories of communication, perception, and learning; describe challenges managing these in organizations; analyze perceptual biases; demonstrate effective communication; and analyze how learning theories enhance employee development. Specific topics covered include communication processes and channels, barriers to communication, feedback, verbal and nonverbal communication, listening styles, and electronic communications.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    46 views22 pages

    Week 3 - Module 3.2 Communication

    Uploaded by

    Michel Banvo
    This module covers communication, perception, and learning. It discusses key concepts like perception, communication models, and learning theories. The learning objectives are to understand fundamental theories of communication, perception, and learning; describe challenges managing these in organizations; analyze perceptual biases; demonstrate effective communication; and analyze how learning theories enhance employee development. Specific topics covered include communication processes and channels, barriers to communication, feedback, verbal and nonverbal communication, listening styles, and electronic communications.

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    Module 3

    Communication, Perception,
    and Learning
    MGMT5100
    Welcome to Module 3
    Communication, Perception and
    Learning
    MGMT 5100
    3

    Road Map for Module 3


    3.0 Welcome
    • 3.1 Perception and Communication
    • What is perception?
    • Self-fulfilling prophecy
    • Perceptual errors
    • 3.2 Communication Models
    • Choosing Channels
    • Barriers to Communication
    • 3.3 Learning
    • Organizational Learning
    • What is Knowledge?
    • Individual Learning
    • Types of learning
    • Group Learning
    Module 3 Learning Objectives and MPO Challenge
    At the end of this module students will be able to:
    • Identify the fundamental theories related to
    Managing People and Organizations
    communication perception and learning (C01, Discussion of Challenges
    CO4)
    • Describe a challenge related to managing Who is the best communicator you
    perceptions, communication, and learning in have worked with?
    organizations that is relevant to your career (CO1,
    CO2)
    • Analyze your own perceptual biases and the
    impact on your behaviour (C01, CO2, CO3)
    • Demonstrate effective communication and analyze
    real world managerial challenges using theories
    related to communication (CO2, CO3)
    • Analyze how learning theories can enhance
    employee development in organizations (C02, C03)
    Module 3.2
    Communication
    The Communication Process
    • Any verbal or nonverbal behaviour that is perceived ay
    another person
    Context
    NOI
    Chooses SE
    NOI Channel
    SE

    Sender Sends
    (encodes) Message

    NOI NOI
    Receiver SE
    SE Feedback
    Decodes

    Context
    The Transactional Model of Communication

    • Communication: The process by which information is


    exchanged between communicators with the goal of
    achieving a mutual understanding.
    Choosing Channels
    • Channels differ in their capacity to
    convey information.
    • Rich channels have the ability to:
    – Handle multiple cues
    simultaneously.
    – Facilitate rapid feedback.
    – Be very personal.

    – Communication apprehension
    – Communication under stress

    8
    Noise
    “I know you believe you understand what you think I said, but I am not
    sure you realize that what you heard is not what I meant”
    • Environmental noise
    – Distractions
    – Poor connection
    – Competing Stimuli
    – Competing Needs
    • Sender noise
    – Ambiguous intentions [e.g., feelings]
    – Different meanings (average US word = 28 definitions) Acronyms
    or lingo
    – Incongruent verbal and non-verbal
    – Attitude
    • Receiver Noise
    – Poor listening
    – Evaluate & judge speaker
    – Lack of trust in speaker
    Decoding
    Aoccdrnig to rscheearch at Cmabrigde
    Uinervtisy, it deosn't mttaer in waht oredr
    the ltteers in a wrod are, the olny iprmoetnt
    tihng is taht the frist and lsat ltteer be at the Your power to
    rghit pclae. The rset can be a ttoal mses decode information
    and you can sitll raed it wouthit porbelm. is incredible!
    Tihs is bcuseae the huamn mnid deos not
    raed ervey lteter by istlef, but the wrod as a
    wlohe.

    10
    The Arc Of Distortion & Barriers to Communication

    • Filtering
    • Perceptual errors
    • Defensiveness
    • Information overload
    • Language
    • Gender
    • Culture
    • Poor relationships
    • Poor listening skills
    • Stress
    • Jargon and lingo
    Feedback
    • Take initiative – ask.
    • Don’t be defensive
    • Summarizing statements
    • Check out underlying assumptions
    • Be aware of nonverbal feedback
    • Ask questions to clarify
    Understanding nonverbal messages
    • Definition: All interpersonal messages and responses not expressed through linguistic means.
    – Approximately 2/3rds of all communication is nonverbal.
    – Interpreting nonverbal messages requires you to read in clusters.

    • Categories • Why use nonverbal?


    – Kinestics (body language) – Repeating
    – Substituting
    – Oculesics (use of eyes)
    – Complimenting
    – Haptics (use of touch) – Accenting
    – Vocalics (paraletics) – Regulating
    – Chronemics (use of time) – Contradicting
    – Olfactics (use of smell) – Deceiving
    – Objectics (use of objects)
    – Proxemics (use of physical space)
    High- vs. Low-Context Cultures
    Individualistic vs. Relational Cultures
    Communicating with Time (Chronemics)
    • Chronemics: How humans perceive, structure and
    use time as a communication system
    – Interest and affection
    – Power and status
    – Intentions
    – Culture dependent
    • Monochronic cultures: one thing at a time, focused on
    tasks, rigid, strict agenda, promptness, task
    completion is the priority.
    • Polychronic cultures: multiple activities at the same
    time, flexible, no strict agenda, relationship is the
    priority.

    • Online Chronemics
    – Social chat, email,
    Storytelling
    • Story: the telling of a happening or connected series of
    happenings, whether true or fictitious; account; narration.
    • According to Denning (2011) there are four key elements in
    storytelling:
    1. Style
    2. Truth
    3. Preparation
    4. Delivery
    Humblebragging
    • Humblebragging —bragging masked
    by a complaint or humility”
    • Type 1: Complaint (“I hate that I look so
    young; even a 19-year-old hit on me!”)
    • Type 2: Humility (“Why do I always get
    asked to work on the most important
    assignment?”).

    • Reduced Liking and perceived sincerity


    – Sezer et al. (2018)
    Active vs. Passive Listening
    Listening is a BASIC FUNDAMENTAL SKILL
    • Hearing (physical process) is not the same as listening (mental process).
    I.e. You should get worse at hearing and better at listening in your life.

    Passive Listening is Very very difficult.

    Active or empathic listening: requires that the listener try to understand


    the speaker’s own understanding of an experience without the listener’s own
    interpretive structures intruding on his or her understanding of the other
    person.
    1. Intensity: Stay focused, give space.
    2. Empathy: Understand the context, communicate non-verbal.
    3. Acceptance: Avoid judgement
    4. Responsibility for completeness (facts & feelings): Ask questions,
    paraphrasing.
    Listening Style
    Listening styles (def) ‘‘attitudes, beliefs, and predispositions about the how,
    where, when, who, and what of the information reception and encoding
    process’’ (Watson et al., 1995, p. 2).

    Four styles of listening orientations that individuals habitually orient toward,


    especially in novel situations (Imhof, 2004).
    1. Relational Listening
    2. Transactional Listening
    3. Critical Listening
    4. Analytical Listening
    Electronic Communications:
    • Benefits of E-mail vs. Text message (IM)

    • Workload?

    • Significant Limitations of E-mail


    – Misinterpreting the message.
    – Communicating negative messages.
    – Overuse of e-mail.

    – E-mail emotions. (Byron, 2008)


     Neutrality effect
     Negativity effect
     Should we include emotion in emails?
    Before you talk, communicate
    End of Module 3.2
    Thank you!

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