Ch.12
Communication- transmission of info and meaning from one party to another
through the use of shared symbols
Sender encodes¨meaning into symbols and transmits through some channel; receiver
provides feedback
-Communication should flow in two directions
true two- way communication- receiver providing feedback, and the sender is
receptive
-more difficult, time consuming, and accurate
Perception- process of receiving and interpreting data; not objective
Filtering- process of withholding, ignoring, or distorting info
Mistaken perceptions cause misunderstandings
-Verbal Behavior-clear slow speech, simple sentences, repetition, active (not
passive) verbs
-Nonverbal Behavior-Visual restatements, gestures, demonstrations, pauses,
summaries
-Accurate Interpretation-Silence-wait when there’s silence; differences;
intelligence-poor grammar/speech ≠unintelligent
Comprehension- understanding-don’t assume they do; check comprehension
Design- breaks-frequently, small modules (for material), longer time frame
Motivation- Encouragement, drawing out- of marginal/ passive people,
reinforcement- don’t embarrass novice speakers
Oral Communication Advantages
-questions can be asked and answered; sincerity expressed
-feedback is immediate
-more persuasive
-often less expensive
Disadvantages -spontaneous; no record
Written Communication advantages
-revisions, permanent record, same isn’t altered when repeated
Disadvs- no control over when, when if receiver gets it, no immediate feedback,
must be longer to answer anticipated questions
Electronic media offers flexible, efficient channels
Advs are numerous and dramatic
-more info, faster, more efficient
-ex: business related wiki forums
-can reduce time and expenses in travel, photocopying, mailing
Disadvantanges
