Communication - file.upi.edufile.upi.edu/.../HP.DYAH/PR/15.Communication.pdf · Elements of the...
Transcript of Communication - file.upi.edufile.upi.edu/.../HP.DYAH/PR/15.Communication.pdf · Elements of the...
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Communication
Based on Schiffman & Kanuk on Consumer Behaviour
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10–2
Functions of Communication
Communication Functions
1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make decisions.
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Elements of the Communications
Process
• The Message Initiator (the Source)
• The Sender
• The Receiver
• The Medium
• The Message
• The Target Audience (the Receivers)
• Feedback - the Receiver’s Response
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10–4
The Communication Process Model
E X H I B I T 10-1
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10–5
Direction of Communication
Upward
Downward
Lateral
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Issues in Credibility
• Credibility of Informal Sources
• Credibility of Formal Sources
• Credibility of Spokespersons and Endorsers
• Message Credibility
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Sleeper
Effect
The idea that both positive
and negative credibility
effects tend to disappear
after a period of time.
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10–8
Interpersonal Communication
• Oral Communication
– Advantages: Speed and feedback.
– Disadvantage: Distortion of the message.
• Written Communication
– Advantages: Tangible and verifiable.
– Disadvantages: Time consuming and lacks feedback.
• Nonverbal Communication
– Advantages: Supports other communications and provides
observable expression of emotions and feelings.
– Disadvantage: Misperception of body language or gestures
can influence receiver’s interpretation of message.
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10–9
Intonations: It’s the Way You Say It!
E X H I B I T 10-2
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10–10
Three Common Formal
Small-Group Networks
E X H I B I T 10-3
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10–11
Small-Group Networks and Effectiveness Criteria
E X H I B I T 10-4
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10–12
Grapevine• Grapevine Characteristics
– Not controlled by management.
– Perceived by most employees as being more believable and
reliable than formal communications.
– Largely used to serve the self-interests of those who use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
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10–13
Suggestions for Reducing the Negative
Consequences of Rumors
E X H I B I T 10-5
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10–14
Computer-Aided
Communication• E-mail
– Advantages: quickly written, sent, and stored; low cost for
distribution.
– Disadvantages: information overload, lack of emotional
content, cold and impersonal.
• Intranet
– A private organization-wide information network.
• Extranet
– An information network connecting employees with external
suppliers, customers, and strategic partners.
• Videoconferencing
– An extension of an intranet or extranet that permits face-to-
face virtual meetings via video links.
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10–15
Emoticons: Showing
Emotion in E-Mail
E X H I B I T 10-6
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10–16
Choice of Communication
Channel
Characteristics of Rich Channels
1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.
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10–17
Information Richness of Communication Channels
E X H I B I T 10-7
Low channel richness High channel richness
Routine Nonroutine
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Barriers to Communication
• Selective Perception
• Psychological Noise
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10–19
Barriers to Effective
Communication
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10–20
Barriers to Effective
Communication (cont’d)emotions
How a receiver feels at the time a
message is received will influence
how the message is interpreted.
language
Words have different meanings
to different people.
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10–21
Communication Barriers
Between Men and Women• Men talk to:
– Emphasize status,
power, and
independence.
– Complain that
women talk on and
on.
– Offer solutions.
– To boast about their
accomplishments.
• Women talk to:
– Establish
connection and
intimacy.
– Criticize men for not
listening.
– Speak of problems
to promote
closeness.
– Express regret and
restore balance to a
conversation.
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10–22
Communication Cross-
Cultural• Cultural Barriers
– Barriers caused by semantics
– Barriers caused by word connotations
– Barriers caused by tone differences
– Barriers caused by differences among perceptions
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10–23
Hand Gestures Mean Different
Things in Different Countries
E X H I B I T 10-10a
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10–24
Hand Gestures Mean
Different Things in Different
Countries (cont’d)
E X H I B I T 10-10b
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10–25
Communication Barriers and
Cultural Context
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10–26
High-
vs.
Low-
Context
Cultures
E X H I B I T 10-11
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10–27
A Cultural Guide
Cultural Context Communication Rules:
1. Assume differences until similarity is proven.
2. Emphasize description rather than interpretation or evaluation.
3. Practice empathy.
4. Treat your interpretations as a working hypothesis.