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Chapter 3 The Communication Process

This document discusses the communication process and provides details about its key elements and factors that influence it. It covers topics like encoding and decoding messages, directions of communication flow, selecting appropriate channels, and barriers. Nonverbal communication, listening, decision making, conflict, and managing change are also summarized. The document uses 30 slides to comprehensively overview important aspects of the communication process.

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Lea Venturozo
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217 views5 pages

Chapter 3 The Communication Process

This document discusses the communication process and provides details about its key elements and factors that influence it. It covers topics like encoding and decoding messages, directions of communication flow, selecting appropriate channels, and barriers. Nonverbal communication, listening, decision making, conflict, and managing change are also summarized. The document uses 30 slides to comprehensively overview important aspects of the communication process.

Uploaded by

Lea Venturozo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Chapter 3 The Communication Process

Overview

Slide 1
Introduction

Slide 2
Variables affecting the communication process

1. Nature of message
2. Background of sender
3. Background of receiver
4. Relationship between sender and receiver
5. Time of day
6. Unusual circumstances of those communicating

Slide 3
Elements of the communication process
    Sender
    Receiver
    Message
    Channel
    Feedback
    Noise

Slide 4
Encoding is a process that involves translating the thoughts or information into words, signs, or
symbols.

Decoding occurs when the receiver interprets the message and gives it meaning from his or her
own perspective.

Slide 5
Communication flows in three directions:
    Upward
    Downward
    Horizontally (laterally)

Slide 6
Downward communication is used by administrative office managers

1. To keep their subordinates informed.


2. Give them job-related instructions.
3. Provide them with feedback regarding their job performance.
Slide 7
Factors to consider in selecting appropriate downward medium:
    Permanency of record
    Immediacy
    Need for evidence of understanding or feedback
    Formality

Slide 8
Factors that affect the success of downward communication:

1. Appropriateness of communication channel


2. Timing and clarity of the message
3. Attitudes of those involved in the communication process

Slide 9
Upward communication is used by employees to convey to their supervisors and managers their
feelings, ideas, aspirations, and attitudes.

Slide 10
Factors to consider in selecting appropriate downward medium:
    Permanency of record
    Immediacy
    Need for evidence of understanding or feedback
    Formality

Slide 11
Variables that affect the success of upward communication:

1. The nature of the relationship between the subordinate and the manager.
2. The quality of the subordinate's presentation of the message.
3. The extent to which the content of the message is positive or negative.
4. The timeliness of the message.
5. The extent to which the substance of the message is useful.

Slide 12
Horizontal communication, which takes place between individuals of equal hierarchical rank, is
more informal than either downward or upward communication.

Slide 13
Functions of horizontal communication:

1. It helps employees fulfill their socialization needs.


2. It helps employees and departments coordinate their activities with one another.
3. It helps others better understand individual and departmental responsibilities.
4. It helps individuals solve their own problems before others have to become involved.
Slide 14
The grapevine is a type of informal communication.

It is often a fast and surprisingly accurate communication process.


Management sometimes uses the grapevine to assess employee reaction to a proposed
change.

Slide 15
Reasons people belong to small groups:
    Security
    Power or strength in numbers
    Ready access to advice
    Moral support

Slide 16
Nonverbal cues impact the communication process by

Confirming-these cues confirm a verbal message.


Replacing-these cues replace spoken words.
Contradicting-these cues contradict the verbal message, adding an element of confusion
to the communication process.
Emphasizing-these cues support the verbal message.

Slide 17
Nonverbal communication is expressed by
    Body language
    Paralanguage
    Proxemics
    Time

Slide 18
Body language involves
    Gestures
    Kinesics (posture)
    Occulesics (facial expressions)
    Eye contact
    Tactilics (touch)

Slide 19
Paralanguage involves
    Speaking range
    Speaking rate
    Pitch
    Volume
    Pauses
    Intrusions
Slide 20
Proxemics involves
    Structure of territory and space
    Ambience of the room
    Seating arrangement
    Artifacts and objects in room

Slide 21
Time involves

Time of day in which communication takes place


Promptness with which an appointment gets underway
Meeting deadlines

Slide 22
Barriers to effective communication:

1. Taking things or people for granted.


2. Incorrect assumptions regarding subordinate interest.
3. Characteristics of upward, downward, and horizontal communication.
4. Semantics (word meanings).
5. Perception of something.

Slide 23
Elements of the listening process

Internal elements
The listener has to be able to hear the message.
The listener has to be able to attach proper meaning to the words in the message.

Slide 24

Contextual elements
Are concerned with the environment in which communication occurs.
Are affected by noise, time constraints, accessibility of sender and receiver to
each other, and the communication channel being used.

Slide 25

Relationship elements
A cordial relationship enhances the listening process.

Slide 26
Steps in the decision-making process:

1. Defining and limiting the problem (or situation).


2. Analyzing the problem (or situation).
3. Defining criteria to be used in evaluating various solutions.
4. Gathering the data/information.
5. Identifying and evaluating possible solutions.
6. Selecting the best solution.
7. Implementing the solution.

Slide 27
Steps in the nominal group technique:
    Listing
    Recording
    Voting
    Discussing
    Final voting

Slide 28
Sources of conflict:

1. Limited resources that must be shared.


2. Incompatibility of goals.
3. Organizational reward systems thought to treat some unfairly.
4. Changes in the organizational environment.

Slide 29
Types of change confronting administrative office managers

Planned change
Is proactive
Is a result of careful planning, developing, and implementing
Reactive change
Is forced change
Is a result of events that make change necessary

Slide 30
Steps involved in implementing change:

1. Recognize the need for change


2. Plan the change
3. Recommend a plan
4. Decide about the plan
5. Implement the plan

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