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Communication in the Internet Age
Presented by:
Anggrek Team
• Adisty• Ayu• Fajar• Haryo• Purnaya• Tiara
Learning Objective
1. Perceptual process model of communication
2. Barriers to effective communication
3. Communication styles (assertiveness, aggressiveness, and non-assertiveness)
4. Primary sources of nonverbal communication
5. Five dominant listening styles and three fundamental to improve our listening skills
6. Communication differences between men and women, and the source of these differences
7. Formal and informal communication channels
8. Contingency approach to media selection
9. Benefits and drawbacks of e-mail and how to managed e-mail effectively
10. Information technology
1. Perceptual Process Model of Communication
Communication is
the exchange of information betweena sender and receiver and the inference(perception) of meaning between theindividuals involved
Forms of Communication Sender, message, recipient Decoding - message translation Media selection - telephone, email, voicemail, video conferences, memos, bulletin boards, etc. Feedback - message getting reaction from the receiver Noise - accent, poor phone connections, bad handwriting, etc.
2. Barriers to Effective Communication
Two Key Components of Active Communication
• Senders needs to accurately communicate their intended message
• Receivers needs to correspondingly perceive & interpret message carefully
Barriers to Effective Communication
Potential Breakdown in the Communication Process
• Sender Barrier
• Encoding Barrier
• Medium Barrier
• Decoding Barrier
• Receiver Barrier
• Feedback Barrier
Barriers to Effective Communication
Three Types of Barriers
1. Personal Barriers 2. Physical Barriers
3. Semantic Barriers
Personal Barriers1. Variable skills in
communicating effectively2. Variations in how information
is processed & interpreted3. Variations in interpersonal
trust4. Stereotype & Prejudice5. Big Egos6. Poor Listening Skills7. Natural Tendency to evaluate
others messages8. Inability to listen with
understanding9. Nonverbal communication
Physical Barriers1. Sound (noise, people talking
loudly)2. Time (time zone differences)3. Space4. etc
Semantic Barriers – Study of Words1. Jargon (e.g ASAP, FYI)
Passive AggressivePassive -
AggressiveAssertive
Active toward reaching one’s goal ?
No, ineffective strategy Yes, but at the expenseof others
Yes, but usually to late and inappropriately
Yes, and appropriately
Respecful ? Communicates apathy or submissiveness
No, intentions are to hurt others
No, mostly blame and guilt trips
Yes, even when defending their own safety
Listens to others ? Maybe, but doesn’t actively respond
Probably more concerned with own perspective
Maybe, but with hidden intentions
Yes, then responds at the appropriate time
Communicates confidence ?
No Yes, probably too much Maybe when actingaggressive
Yes, to set appropriate boundaries
Uses nonverbalcommunication ?
Yes, displays weaknessand vulnerability
Yes, from threat gestures to injuring others
Yes, used to manipulate others
Yes, to reinforce appropriate verbal communication
Impression given to others ?
Weakness, apathy “Jerk” “Mean” you get the idea
Difficult to read, unpredictable
Easy to get along with, confident, cooperative
Reinforced by achievement of goals ?
Yes, temporarily, if goalis to avoid conflict
Yes, immediate gratification, poor long term outcome
Yes, at the expense of relationships
Yes, and improves relationships
Examples of verbal interactions
I don’t care whatever silent
F*@% you!I’ll kill you !You’re stupid !
It’s your faultYou should have ……sarcasm
“Ï” statementswhen is good time to talk ?
Communication Style
Emotion
Tells
asks
DirectSpirited
Systematic Considerate
High Assertiveness
Low Assertiveness
High
Expressiven
ess
Low
Expressiven
ess
Communication Style
4. Non Verbal Communication
1. Gestures & Body
Movements
3. Facials Expressions
2. Touch 4. Eye Contact
5. Active Listening
Listening:The process of actively decoding and interpreting verbal messages
Five dominant listening styles;• Appreciative – in relax manner.• Empathetic – interpret massages by focusing on the
emotions and body language.• Comprehensive – Organizing specific thoughts and action,
and focusing on relationships among ideas.• Discerning – attempt to understand the main massage and
determine important points.• Evaluative – analytically and continually formulate argument
and challenges to what is being said
Women and Men Communicate Differently
Gender-based differences in communication are partly caused by
LINGUISTIC STYLEScommonly used by women
and men.
LINGUISTIC STYLES is A person’s typical speaking pattern.
Why do LINGUISTIC STYLES vary between
Women and Men?
Women and Men Communicate Differently
Are :
@ Biological Differences
between Women and
Men
Darwinian perspective or
Evolutionary psychology
ß Social Role Theory Females and Males learn ways
of speaking as children growing up
GENDER Differences in Communication
2 important issues:
First, they are not stereotypes for all
woman and men.
Second, your linguistic style influences perceptions about your confidence,competence, and authority.
GENDER Differences in Communication
1. Men are less likely to ask for information or directions in a public situation that would reveal their lack of knowledge.
2. In decision making, women are more likely to downplay their certainty; men are more likely to downplay their doubts.
3. Women tend to apologize even when they have done nothing wrong. Men tend to avoid apologies as signs of weakness or concession.
4. Women tend to accept blame as a way of smoothing awkward situations. Men tend to ignore blame and place it elsewhere.
5. Women tend to temper criticism with positive buffers. Men tend to give criticism directly.
GENDER Differences in Communication
6. Women tend to insert unnecessary and unwarranted “thank-you’s” in conversations. Men may avoid thanks altogether as a sign of weakness.
7. Women tend to ask “What do you think?” to build consensus. Men often perceive that question to be a sign of incompetence and lack of confidence.
8. Women tend to give directions in indirect ways, a technique that may be perceived as confusing, less confident, or manipulative by men.
9. Men tend to usurp (take) ideas stated by women and claim them as their own. Women tend to allow this process to take place without protest.
10. Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control.
Improving Communication between Women and Men
Women and Men should learn to GENDERFLEX
GENDERFLEX is Temporarily using communication behaviors typical of the other gender
Knowledge of linguistic styles helps to ensure that people with valuable insights or ideas get heard
ORGANIZATIONAL COMMUNICATION
• Vertical
• Horizontal
• External
Formal Communication
Channels
Informal Communication
Channels
7. Formal & Informal Communication Channels
Vertical Communication
VERTICALCOMMUNICATION
UPWARD
DOWNWARD
EMPLOYEE TO HIGHER LEVEL
HIGHER LEVEL TO EMPLOYEE
Personal Problem and Coworker
Policy dislike or not Understand
Result/Achievement
Strategy/Goals Instruction Company Policy Feedback Result
Horizontal Communication
HORIZONTALCOMMUNICATION
COMMUNICATING WITHIN AND BETWEEN WORK
UNITS
BARRIER SPECIALIZATION COMPETITION ORGANIZATION
CULTURE
COORDINATION
External Communication
EXTERNALCOMMUNICATION
WORKEROWNER/STOCK HOLDERSUPPLIERCUSTOMERCOMUNITY
PUBLIC RELATION
DEPT
Informal Communication Chanel
INFORMALCOMMUNICATION
GRAPEVINE Message Phone Call Twitter Email
MBWA(MANAGEMENT BY
WALKING AROUND)
DO NOT FOLLOW CHAIN COMMAND/
ORGANIZATIONSTRUCTURE
INDIVIDU PENGHUBUNG
(LIASION INDIVIDUALS)
PENGANGGU ORGANISASI
(ORGANIZATIONAL MOLES)
8. Contingency Approach to Media Selection
• Feedback (Slow/Fast)
• Chanels (Audio/Visual)
• Communication Type
• Body Language
RICHNESS MEDIA FACTOR
(Capacity of Communication to
Convey Information and Promote Understanding)
CHOOSING MEDIA
CHOOSING MEDIA
Sumber:www.sociosite.org
ContohPemberitahuan Pemutusan
Kerja Pegawai sebaiknya Tidak menggunakan SMS
ContohPemberitahuan Pemutusan
Kerja Pegawai sebaiknya menggunakan dialog/
tatap muka
9 & 10. Communication in the Computerized Information Age
Information technology is dramatically affecting many aspects of organizational behavior
Seven Key Components of information technology that influence organizational behavior;
• The Internet along with intranets and extranets
• Handheld device
• Blogs
• Videoconferencing
• Group support systems
• Telecommunicating
Internet/Intranet/Extranet
The internet is a global network of computer networks
The intranet is an organization’s private internet. It contains a firewall that blocks outside internet users from accessing private internal information.
The extranet connects internal employees with selected customers, suppliers, and strategic partners.
Electronic MailUses the Internet/intranet to send computer-generated text and documents between people
Private e-mailCompany/organization e-mail
Benefits Drawbacks Managing e-mail
Reduced cost of distributing information Wasted time and effort Do not assume e-mail is confidential
Increased teamwork Information overload Be professional and courteous
Reduced paper costs Increased costs to organize, store, and monitor
Avoid sloppiness
Increases flexibility Neglect of other media Keep messages brief and clear
Save People time
Be careful with the attachments
Handheld DevicesReferred to as personal digital assistants, offer users the portability to do work from any location.
From an OB perspective is whether or not these devices actually lead to higher productivity
Blogs – an online journal in which people write whatever they want about any topic
We cannot make any overall conclusion regarding blogs
Videoconferencing – uses video and audio links along with computers to enable people in different locations to see, hear and talk with one another
Videoconferencing can significantly reduce an organization’s travel expenses
Group Support Systems – using state of the art computer software and hardware to help people work better together
These real-time systems enable people to communicate with anyone at anytime
Teleworking - a work practice in which an employee does part of his or her job in a remote location, using a variety of information technologies
Two drawbacks of teleworking; 1) it is not for everyone, 2) teleworking can negatively affect your career