Ch. 11 Communication

DownwardUpwardLateral

Communication that flows from one level of a group or organization to a lower level
Used by: Group leaders/managers

Communication that flows to a higher level in the group or organization.
Used to: provide feedback to higher-ups, inform them of progress towards goals, and relay current problems.

Communication that takes places between members of the same work group that are at the same level.

Sender- initiates message by encoding thoughtEncoding- how sender translates thought Message- physical product of encoding (writing, speech, hand gestures)Channel- medium that message travels through (formal channel-authority chain or informal- personal/social channel) Receiver- person that message is directed toDecoding- how receiver translates the messageNoise- communication barriers that distort the messageFeedback- determines whether understanding has been achieved

Attractiveness- physical attraction, this person seems nice, smart, friendly etc. Credibility- expertise, trustworthy, SOCIAL CAPITAL- your reputation

Live Channel- anything that includes voice (Easier to pay attention to)Written Channel- Anything that includes writing (Easier to comprehend)

Low Channel Richness: Routine Messages(reports, memos, letters)
High Channel Richness: Nonroutine Messages (Face-to-face conversations)

Chain- follows the formal chain of command Wheel- relies on central person for communication (team leader talking to each member individually)All-Channel- permits all group members to communicate with one another (self-managed teams)

Grapevines- Informal source of communication through word-of-mouth
Rumor Mills- can be caused by grapevines and are due to responses to situations that are important, cause ambiguity, and anxiety

Adopt the "You-Attitude"-look at receivers point of view-emphasize what the receiver wants/needs to know-respects the receivers intelligence & rationality

Look like you're listeningAsk questions to understandDon't interruptDefuse your dead spotsEstablish trustResist defensive filtering

Email: Advantages- Quick, low costDisadvantages- Too much information, impersonal
Texting:Advantages- "real time"Disadvantages- intrusive, distracting

Raise the Issue (be specific)Remain open (listen)Request action (set a SMART goal)