Communicating in the Digital Age Chapter Twelve McGraw-Hill/Irwin © 2012 The McGraw-Hill Companies, Inc All rights reserved Copyright © 2012 by The McGraw-Hill Companies, Inc All rights reserved After reading the material in this chapter, you should be able to: LO12.1 Describe the perceptual process model of communication LO12.2 Describe the process, personal, Physical, and semantic barriers to effective communication LO12.3 Contrast the communication styles of assertiveness, aggressiveness, and nonassertiveness LO12.4 Discuss the primary sources of nonverbal communication 12-2 After reading the material in this chapter, you should be able to: LO12.5 Review the five dominant listening styles and 10 keys to effective listening LO12.6 Discuss the impact of information communication technologies (ICT) on productivity LO12.7 Describe the challenges of managing teleworkers, and the advantages and concerns associated with social media at media 12-3 Basic Dimensions of the Communication Process Communication the exchange of information between a sender and receiver and the inference (perception) of meaning between the individuals involved 12-4 Communication Process in Action 12-5 A Perceptual Model of Communication Sender person wanting to communicate information-the message Receiver person, group, or organization for whom the message is intended Encoding translates thoughts into code or language that can be understood by others 12-6 Question? Alexa is informing her subordinates that the expense reimbursement policy for travel has been significantly modified Alexa would be considered which of these? A.Decoder B.Medium C.Sender D.Noise 12-7 A Perceptual Model of Communication Selecting a Medium depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand 12-8 A Perceptual Model of Communication Decoding occurs when receivers receive a message process of interpreting and making sense of a message Feedback receives expresses a reaction to the sender’s message 12-9 A Perceptual Model of Communication Noise interference with the transmission and understanding of a message 12-10 Question? Travis was in a meeting with his supervisor regarding sales analysis Travis had his arms folded and legs crossed Travis's nonverbal behavior communicated which of these? A.Semantics B.Defensiveness C.Aggressiveness D.Immediacy 12-26 Active Listening Listening Process of actively decoding and interpreting verbal messages 12-27 Listening Styles Appreciative listens for pleasure, entertainment, or inspiration Empathetic interprets messages by focusing on emotions and body language 12-28 Question? Dr Philip interprets messages by focusing on emotions and body language His listening style can be described as A.Appreciative B.Empathetic C.Discerning D.Evaluative 12-29 Listening Styles Comprehensive organizes specific thoughts and actions and integrates this information by focusing on relationships among ideas 12-30 Listening Styles Discerning attempt to understand the main message and determine important points Evaluative listen analytically and continually formulate arguments and challenges to what is being said 12-31 The Keys to Effective Listening 12-32 Managing Teleworkers Teleworkers People who fulfill some portion of typically office-based job responsibilities outside the office via ICT also known as telecommuters and distributed workers 12-33 Managing Teleworkers 12-34 E-Mail: Benefits, Drawbacks, and Suggestions for Managing It 12-35 Social Media at Work Social media uses Internet-based and mobile technologies to generate interactive dialogue with members of a network 12-36 Motives that Affect Participation in Social Networking Community membership benefits of belonging to a group Friendship connections efficiently interacting with friends Information value access to the knowledge and experience of others 12-37 Motives that Affect Participation in Social Networking Participation confidence fear of looking bad to a large number of people Participation concerns privacy and being scammed 12-38 Company Requirements for Social Media Establish a no privacy policy Maintain boundaries between personal and professional Monitor the Internet 12-39 Video: A Week Without Technology: Could You Do It? What business processes are affected by the presence or lack of technology? Is it possible for a company to be competitive today without technology? How is the perceptual model of communication different when technology is used than if it were not? Which types of communication barriers might be different? How are the non-verbal aspects of communication affected by technology? How would you in Dennis’s situation - could you have lasted the full week? 12-40 ... Selecting a Medium depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the. .. actions and integrates this information by focusing on relationships among ideas 12-30 Listening Styles Discerning attempt to understand the main message and determine important points Evaluative... Listening Styles Appreciative listens for pleasure, entertainment, or inspiration Empathetic interprets messages by focusing on emotions and body language 12-28 Question? Dr Philip interprets